FAQ & Store Policy
Customer service contact: email@example.com
For quick questions you can use the Live Chat feature.
Please note we operate during UK (GMT) business hours, Mon-Fri 10am - 5pm, enquiries sent at all other times will be replied to ASAP during office hours.
Shipping: Items are shipped from the UK and we are happy to ship worldwide. All items will require a signature on delivery. All postage costs are based on size and weight, the postage will be calculated once you enter your address at check out. Items are dispatched within 2-3 days. This may be extended during Xmas / UK holiday periods. For more shipping information see our Shipping Guide.
Please ensure you enter your shipping address correctly and in full, if there is an error in the shipping address this can result in your order not being delivered or incurring additional charges. All items require a signature, it is not possible to deliver without this requirement. If an order is returned to us due to the above shipping charges will be billed to the receiver.
Dispatch time: We are a small business and whilst this means you get an awesome personal service it does mean it can take us 2-3 days to get your order sent out unless express shipping is selected. This may be extended during Xmas / UK holiday periods. If you do need something in a hurry we will absolutely do our best, just drop us a line or select an express shipping option.
Returns: We are happy to accept returns / exchanges so long as the request is made within 14 days of receipt of the item and then sent back to us within 14 days in the condition it was sent and in the original packaging. Please contact us to arrange returns firstname.lastname@example.org. As standard we do not refund postage costs for general returns. The customer is responsible for all return postage costs and ensuring the item is returned to us safely. We advise returns are sent via a trackable method. Returns processing is done within 7 days of the return being received, your refund will be sent via the original payment method. Custom orders are non-refundable and cannot be cancelled however we may offer an exchange / credit note at our discretion. Our full returns policy and procedure can be viewed in detail here.
International Orders: We are happy to ship worldwide however please be aware of your country / states taxes and import fees. Since Brexit this now includes Europe. Any fees / taxes are the sole responsibility of the customer, we cannot calculate these for you.
Payment methods: We accept all major credit / debit cards, processed via Shopify payment systems, Paypal, Clearpay, Klarna.
Clearpay: We are now able to offer Clearpay as a payment method, however due their regulations we cannot accept this payment method for pre-order items or gift-cards. If you make a payment via this method for this type of item it will be immediately refunded. Please also note that any general returns from a Clearpay transaction will be subject to a 10% restocking fee.
Klarna: We are now able to offer Klarna as a payment method, however due their regulations we cannot accept this payment method for pre-order items or gift-cards. If you make a payment via this method for this type of item it will be immediately refunded. Please also note that any general returns from a Klarna transaction will be subject to a 10% restocking fee.
Pre Orders: As many of our items are hand made by skilled artisans this takes time and care. We often sell out of our collections as soon as they arrive, to avoid disappointment and ensure you get the piece you desire we offer pre-order options. When you pre-order an item it is made especially for you either in Italy or the UK which can take up to 12- 16 weeks, but we try to get it to you as soon as we can. If you pre-order an item we are already expecting in stock then it will be with you much sooner. Our customers tell us it is very much worth the wait to own one of our luxury items. For items available on pre-order we also offer the option to pay a 50% deposit on order and the remaining balance once the item is ready for dispatch. All deposit orders must be paid in full within 6 months. Deposits are not refundable, however once paid in full our standard returns policy is applied.
Custom Orders: As as sustainable business we do not hold large amounts of stock, but we realise our customers sometimes need something we don't have. This is why we also offer custom orders. These items are not pieces we hold in stock but we can have them made just for you. When you custom order an item it is made especially for you either in Italy or the UK which can take up to 12-16 weeks, but we try to get it to you as soon as we can. Our customers tell us it is very much worth the wait to own one of our luxury items. As 'custom order' items are custom made to your specification we cannot offer refunds or cancellations, deposits are not refundable however we may offer an exchange or credit note at our discretion. All deposit orders must be paid in full within 6 months.
Lay-away / Split payments: As standard on all pre-order items we have the option to pay 50% deposit and the remaining balance once the item is ready to. ship. We also offer Paypal, Clearpay and Klarna as split payment options. If however none of the above methods work for you we can offer 'lay-away' this is where we manually split payments and you can pay for your order in instalments, however with this option we do not ship the item to you until full payment is made. If you would like to use lay-away please email us email@example.com we offer lay-away over 6 months and require regular payments, lay-away payments are non-refundable and lay-away items cannot be swapped or exchanged. All lay-away deposits are non-refundable. All deposit orders must be paid in full within 6 months.
Vintage: Please note that some of our items are vintage in nature and in that regards may have signs of wear - please do read the descriptions and view the photos carefully to ensure you are happy with your purchase. Each description will state if the item is vintage or from our own new collection. Should there be a problem with your order please get in touch as we will do what we can to help.
Packaging: Many of our items are of a fragile nature and are often unique vintage one-offs therefore we take extra care with packing - this means the size of your parcel may be a lot larger than the item inside. We really hate single use plastics and any waste at all so we will always used recycled and repurposed packaging where we can on vintage items. This allows us to help the environment and save you the additional costs of packaging. If however, you would like your item sent in a 'new' box, perhaps it is for a gift, we can offer this at a small fee please just drop us an email. All our non-vintage items are shipped in custom made packaging.
Where is my order?: All our items are sent with tracking numbers which will be sent to you on dispatch. If however you haven't received this information or your item hasn't arrived please email us. (Tracking numbers not available for oversized items such as furniture sent via private courier, however details will be sent to you directly).
Our Promise: We guarantee the safe delivery of your item, if for any reason it doesn't arrive to you in tip-top condition please contact us as soon as possible and make sure you retain the packaging and item until advised otherwise. We will either replace or refund your item, no quibble.
Please note, our guarantee only covers items sent directly from Dogwood Lifestyle Ltd to the customer. If you choose to use a 3rd party intermediary service, such as a parcel holding / shipping company this is at your own risk and excludes the transaction from our guarantee.
Damaged item: In the rare instance your item has arrived damaged we will either replace or refund where replacement is not possible. In order to do this we require photographs of the damaged item and its packaging. You can find full details here.
Anything else: Basically if theres something you want to know just give us a shout we are super friendly!
Customer service: firstname.lastname@example.org
Showroom & Studio: Dogwood Lifestyle Studios, 124 Albyn Works, Burton Road, Neepsend, Sheffield, S3 8BZ, United Kingdom. By appointment only.
2020 Dogwood Lifestyle Ltd.
Registered company number 12873094.
Registered offices: Suite F16 St George's Business Park, Castle Road, Sittingbourne, Kent, United Kingdom, ME10 3TB