Shipping & Returns

Delivery
We will make every effort to deliver within the time stated but we will not be liable for any loss caused to you by late delivery.

Incorrect personal details may lead to problems or delays in delivery. Before placing your order, please ensure that you have included full address details so we can notify you in the event of a delivery problem.

It is your responsibility to ensure that you are available to sign for your order on the estimated delivery date specified. From this date, Mathewson & Rosemond Limited must be advised of the loss or non-receipt by the Customer or consignee in writing or by telephone by 5pm on the next Working Day after delivery or Mathewson & Rosemond Limited will refute the claim. If our courier confirms that a signature was received at the delivery address, we will accept no responsibility for the non-receipt of your order.

We are only able to deliver to addresses within the United Kingdom and it may not be possible to deliver to some locations. Please contact us if you believe that delivery to your address may prove difficult for our courier in any way.

Deliveries over 1 metre in length or 30kgs in weight could be subject to a carrier surcharge. If the surcharge applies to your order, Mathewson & Rosemond Limited will inform you of this either by email or telephone prior to the dispatch of your item(s).

Fragile Items: Items deemed to be fragile (including all Pottery/Glass items) could be subject to a carrier surcharge. If the surcharge applies to your order, Mathewson & Rosemond Limited will inform you of this either by email or telephone prior to the dispatch of your item(s).

Specific Delivery Requests

Specific delivery requests will be accepted at our discretion; where the special delivery requests are accepted these specific requests will be used by Mathewson & Rosemond Limited as a signature/confirmation of receipt. See terms above.

Cancellations

We endeavour to provide the best customer service possible. Should anything go wrong, we will make every effort to resolve the issue. However, should the problem be unsolvable, or you prefer to amend or cancel your order, please contact us.

If you decide to cancel an order after the products have been despatched and commenced their carriage to you by carrier or post, we may charge you for the carriage of those products. We advise you check the status of the order before you request cancellation. Any charges will be communicated to you before we confirm the cancellation.

You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on your behalf or as your agent and be re-credited by us to the extent that such sums are not reimbursed by the card issuer.

Once Mathewson & Rosemond Limited receive notification from you that you wish to withdraw from the contract (in accordance with these terms), any sum debited to Mathewson & Rosemond Limited from your credit card in relation to your order will be re-credited to that credit card account as soon as possible and in any event within 30 days of your order provided that the goods you wish to return are received by Mathewson & Rosemond Limited in the condition that they were in when delivered to you. You will be liable for any charges incurred in returning the goods to Mathewson & Rosemond Limited.

Returns
You may return any delivered products you have purchased within 14 working days of delivery for any reason. To do so you must notify us within 14 working days of delivery.

If:
the product delivered is not what you ordered (including an unapproved substitute product), or does not correspond with its description; the product delivered is not of a satisfactory quality; and you have notified us within 14 working days, we may replace the item or affected parts or you may cancel the order and receive a full refund.

While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered. Care must be taken to ensure the return products are packed well to avoid damage or loss of parts in transit.

You will be responsible for the returned products until they reach us.