Custom Orders Policy for Blackdog Bespoke
Effective Date: [Insert Date]
At Blackdog Bespoke, we specialise in handcrafted wooden and leather goods made to your specifications. This policy outlines how our custom order process works.
1. What Is a Custom Order?
A custom (or bespoke) order is any product that is made or modified specifically for you, including:
- Personalised engraving or text
- Custom sizes, shapes, or finishes
- Made-to-order items not held in stock
2. Customer Responsibility
When placing a custom order, you agree that:
- All details provided (text, spelling, sizes, design choices) are accurate
- You have permission to use any submitted designs, logos, or wording
- You understand that your input will be used exactly as provided unless otherwise agreed
We are not responsible for errors submitted by the customer.
3. Design & Approval Process (if applicable)
For certain custom orders, we may provide:
- A design proof or mock-up before production
Where a proof is provided:
- You must review and approve it carefully
- Production will not begin until approval is received
- Once approved, the design cannot be changed
4. Materials & Natural Variations
Our products are handcrafted using natural materials such as wood and leather.
As a result:
- Grain patterns, colour, and texture will vary
- Each piece is unique
- Slight variations are not considered defects
5. Production Time
- Custom orders require additional time to produce
- Estimated lead times will be provided where possible
- Delays may occur during busy periods or due to material availability
We will communicate any significant delays where possible.
6. Changes & Cancellations
- Changes to custom orders may not be possible once production has started
- Cancellation requests must be made as soon as possible
If work has already begun:
- We reserve the right to charge for time and materials used
7. Returns & Refunds
Under UK law, bespoke and personalised goods are exempt from the 14-day cancellation right.
Therefore:
- Custom orders are non-refundable and non-returnable, except where:
- The item is faulty
- The item does not match the agreed specification
8. Faults or Issues
If there is a problem with your order:
- Contact us within 14 days of delivery
- Provide photos and a description of the issue
We will assess and, where appropriate:
- Repair the item
- Replace the item
- Offer a refund
9. Care & Maintenance
Our products require proper care:
- Wood products should be oiled and not soaked in water
- Leather products should be kept clean and conditioned
We are not responsible for damage caused by improper care or misuse.
10. Contact Us
If you have any questions about custom orders, please contact:
Blackdog Bespoke
[Insert Address]
Email: [Insert Email]