Terms of service

Throughout this Privacy Policy, we refer to ‘the site’,  ‘we’ and ‘us’, this cites The Bespoke Sign House Ltd and our website (www.thebespokesignhouse.com).

About Us

The Bespoke Sign House Ltd ( Company number 13419466, VAT Number 422044935) is a privately owned company. All of our signs are created in our UK workshop, and are sold across the UK and to selected regions internationally as well. Our website is run by The Bespoke Sign House Ltd, who own and manages the content within the site. 

The Bespoke Sign House Ltd registered address is: The Old Cow Shed, Freizingham Farm, Rolvenden Layne, Cranbrook, Kent, TN17 4PU

Should you need to contact us for any reason regarding your order, query, or any other reason, you can do so through our website contact form, or by emailing our team directly at hello@TheBespokeSignHouse.com  

Ordering From Us

Thank you for placing an order through The Bespoke Sign House. We take great care with all of our orders and greatly appreciate your custom.

All orders are to be made through the website. Each sign is made by hand to order. We must receive full payment for the whole price of the goods that you have purchased before we can proceed to make and dispatch your order. 

All designs provided by us, photographs, mock-ups and copy featured on our website are the intellectual property of The Bespoke Sign House Ltd and may not be copied or reproduced without prior written consent.

We accept all major credit, debit cards & PayPal payment options.

With all orders, we will confirm with you that your order has been received and that our manufacturing team is putting your order together. This is done via email, to the email address provided when completing your order with us. In the unlikely event that you have placed an order but have not received an order confirmation, please contact us through the website or by email (above) and we will confirm if your order has been received, or if you need to resubmit your order.  

The price quoted on the website or as quoted by a member of The Bespoke Sign House staff is the price payable for your order. 

Once confirmation of your order has been received to our manufacturing team and paid in full, this will create a legally binding contract between us, The Bespoke Sign House, and you, our customer.

Cancellation Of Your Order By Us

Of course, we will always endeavor to fulfill every order placed with us. In the unlikely event that we cannot fulfill your order, we will contact you to make you aware, as well as offer any alternative solutions or alternatives which we can substitute for you.

We reserve the right to cancel any order placed with us, and in doing so any contract in place, if:

• We have a technical/mechanical issue and are unable to complete the order.
• We have insufficient stock to be able to complete an order
• We have not received payment in full for an order, or, are unable to receive payment for an order.
• We have reason to believe a transaction is fraudulent, or not genuine.
• An error meant that the incorrect product or price was displayed or listed on the website.
• We cannot complete the order for any reason which is out of our control.

We may be able to ‘hold’ should we need to cancel your order or any contract between us, we will contact you to make you aware, as well as provide a full refund, up to the full purchase amount.

Cancellation Of Your Order By You

Cancellations must be made within 24 hours of placing your order. After this time, work may have commenced, and we are unable to issue a refund for bespoke products already in production. If you are looking to cancel your order after 24 hours of agreeing to purchase, we will not be able to offer a refund.

Please note: because all our signs are made to order and personalised to your specifications, the 14-day cancellation rights under the Consumer Contracts Regulations (2013) do not apply once production has begun. We therefore allow cancellations only within 24 hours of placing your order.

Manufacturing Your Order

The website should only be used as a guide on the visual aspects of our products. As we work with natural materials, such as slate and granite, sizes, colours and textures vary from one sign to another. However, we do our utmost to ensure consistency in the high-quality work we produce.

Digital mock-ups are provided upon request for visual reference only and may not represent exact colour or texture variations in natural materials.

All designs, photographs, and copy featured on our website are the intellectual property of The Bespoke Sign House Ltd and may not be copied or reproduced without prior written consent.

When using our website to place an order, it's the customer's responsibility to ensure that their material, lettering, numbering, colours, positioning, font and layout is correct before proceeding to payment and with the order. If this is the case, we will email you regarding any problems before production.

Should you wish to receive a virtual mock up of how your sign will appear before purchasing, you can contact us at hello@thebespokesignhouse.com.

The Bespoke Sign House reserves the right to alter the fitting and design submitted to us should we feel that quality or production may be impeded by layout, sizing or formatting limitations.

Unless no holes and fixings are requested, or an alternative fixing method specified, our manufacturing team will drill holes into the sign for it to be secured with the fixings we supply with your sign. This will ensure the sign is stable when fitted and is our default method of installation unless otherwise requested when the order is placed.

Packaging, Postage & Shipping

Once your order is complete by our team, we will aim to dispatch it within 48 hours of it being completed by our team. These times do not include weekends.

The majority of our UK orders are shipped using Royal Mail Tracked48 or an equivalent courier service.

In unusual and unforeseen circumstances, your order may be lost in transit from being posted by us, to arriving with you. We have to allow 21 days for all UK orders before we can declare that it has been lost in the post. 

For international orders, we have to allow 30 days from being dispatched until we can declare that the order is lost. Once these timescales pass and your order has still not arrived, we will refund or replace the order in full. If you have not informed us that your sign has not arrived within 25 days for UK orders and 35 days for International orders, we have no liability to replace or refund the order.

Returns

We carry out additional quality checks to ensure that all products leave the workshop in a good condition, the exact same condition we wish for you to receive them in. But in occasional circumstances, products can get damaged in the postal service before arriving at you. Contact us if this is the case, and we would be happy to replace or refund the product for you. We will request pictures of the damaged product for our own reference should we need them, and in some cases for the product to be returned to us.

As our products are largely bespoke and made to order, we cannot accept returns, refunds or replacements for products that are not damaged.

This policy does not affect your statutory rights regarding goods that arrive damaged or faulty.

Contacting Us

Should you have any queries prior, during or after purchasing from us, you are more than welcome to contact us directly. You can do so by email at hello@TheBespokeSignHouse.com, using the contact form on our site or by letter to our registered company address.

Payment Security

Our site and payment gateway is fully PCI DSS compliant, and in doing so, ensuring your payment data is handled securely. We accept payment from all major credit and debit card providers, as well as PayPal.

Tax 

As per the UK government's tax laws and legislation, 20% VAT is charged on all orders. 

The Bespoke Sign House is not liable for any import tariffs, additional postage charges or additional local tax charges on international orders.

Your Privacy 

All information received and collected by The Bespoke Sign House will only be in relation to your order and activity on our site and advertisements. All information is treated with the utmost confidentiality, with no disclosure to any third parties unless needed to do so to fulfil an order, or if requested to do so to aid a criminal investigation. 

We use cookies across our site to improve the user experience and collect performance data and analysis for our ads and website. If you wish to do so, you can block cookies from appearing in your browser through your privacy settings, however this may hamper your experience on our site.

You can see our full privacy details, here. 

With Regards To These Terms

These terms should be seen to stand alongside and in conjunction with the details stated across our website, relating to pricing, products, protocol, copy, images and privacy policy. 

No other information stated by any other website, sales representative, or any other individual or organisation should be seen as any form of variation on these terms for The Bespoke Sign House. This includes imitation or fraudulent behaviour with any company using our company name, which we hold no liability for, and will be dealt with legally as a separate matter. 

If for any reason, any aspect or premise of The Bespoke Sign House terms and conditions is unenforceable, this does not affect the enforceability for any other area of these conditions, which will remain unaffected.

If at any point, an aspect of our terms are deemed invalid under any current and applicable statute or application of the law, that term is automatically omitted from our terms stated. Those terms will be removed to the minimum extent necessary to comply with the law, without compromising the validity or remainder of enforceable terms within this statement.

The entirety of the terms and any contract between us shall be governed by and interpreted in accordance with English law. Should any dispute resolution be required, it shall be interpreted and overseen by the English courts, who will have jurisdiction to come to a resolution.

We withhold the right to change these terms at any time. So do not assume that these exact same terms will apply in the future.

These terms are governed by English law. Any disputes shall be resolved exclusively in the courts of England and Wales.