Delivery & Return Policy
Production, Delivery and Installation Timescales
Occasionally, availability of goods and delivery timescales are subject to change. If this happens, you will be informed of the changes. Every effort is made to ensure that this will not happen. Production, delivery and installation dates are quoted genuinely as an estimate and shall not be legally binding on the seller.
The time of production, delivery, installation or collection shall not be the essence of the contract. The seller will not be liable for any direct or indirect loss of profits or other financial loss or damage suffered by the customer through any delay due to unforeseen circumstances outside of the control of the seller.
Should the seller be unable to supply goods subsequent to receiving an order, the seller shall not be liable for any incidental or consequential loss either directly or indirectly, including loss of profits, business, depletion of goodwill and similar loss, costs, damages, charges or expenses caused directly or indirectly.
Accepting your Delivery
We want you to be utterly delighted with your purchases. If the goods you have chosen do not meet with your approval for any reason, please contact us in writing or another durable medium within 7 working days of taking delivery and we will be happy to make a refund or exchange. Please note we cannot refund special orders or items made especially for customers. We can be contacted via our contact form or in writing to Bretz Hestia, 359 Kings Road, Chelsea, London SW3 5ES
Please note larger items are sent with two-man vehicles. Our deliveries are scheduled in with you so you will know when the couriers will be arriving. Our drivers will take the furniture to your room of choice, unpack, and remove the packaging on your behalf.
Before accepting your item from the courier please thoroughly check inside the boxes beforehand at the point of signing, even if the boxes or bubbles wraps or plastic coverages, appear to be in perfect condition. If the items are not in perfect condition please do not accept them and contact us on 00 44 (0)207 351 1102, while the courier is still with you and please take a pic of the broken part including delivery people in the pic as well, for a replacement to be sent. Please ensure you clearly mark the courier’s paperwork with a description of the problem. Once items are accepted signed or not we will not be held responsible for any loss or damage whatsoever. Signing for items as “unchecked” is not acceptable.
We must be made aware of any access issues or obstacles that would cause an issue when when we are delivering and installing your order. By not being made aware of any such issues this may lead to additional charges.
Please be certain your purchase(s) will fit through doorways, upstairs etc. before you buy to avoid disappointment. If you are uncertain, please contact us via our contact form or call (within the UK) on 0207 351 1102 and (outside the UK) on +44 (0)207 351 1102 – so we can assist you. We reserve the right to apply a restocking charge of 30%, and the cost of the delivery will be charged for items returned in this situation. (we must add acceptancy order in the form like saying that “I have read everything and I agreed on”)
Customers must ensure all floors are suitably covered and any obstructions are removed. The crews are not permitted to move any personal items unless pre-arranged and only after the delivery company is fully indemnified by you against any damage via a signed disclaimer at your home on the delivery day.
Proof of Delivery
The seller will ask the customer to sign the proof of delivery (POD) to confirm all goods were checked and received in good condition and that there was no damage to your order and / or your property as a result of the delivery service provided.
Payment
Goods must be paid in full once production is completed and or collected from our manufacturers. Any delays in payments will incur a late payment fees, storage fees and/or interest at the rate applicable to the country from where the order is related or being delivered to.
Payments can be made in Pound Sterling.
Interior Design Fees
All interior design fees must be paid upfront prior to any commencement of work and/or delivery of work.
Dimensions and product modifications
Dimensions given may vary very occasionally and slightly from what is advertised due to items being made by hand and being customised. Should your size need to be exactly as ordered please make this known at the point of ordering.
We reserve the right to introduce technical modifications and variations for the purpose of quality.
Clearance and Ex Display items
Items sold as clearance or ex display will be marked as such. These items are sold as seen. Any flaws, marks or general wear and tear are noted at the point of order.
Bretz Hestia do not accept clearance or ex display items back for refund or exchange unless the item has a manufacturing fault.
Delivery within the UK
Many of our items are large and/or delicate and, therefore, require specialist care and handling. Our priority is to ensure your item(s) arrive in a timely, safe and professional manner. You will be contacted once your order is ready to be despatched and advised of an expected delivery date and time.
Items that are generally smaller and considered safe to send by a standard parcel company will be despatched in this way. It is not always possible to know exactly when these items will arrive.
You may exercise your right to cancel your order within 7 working days of taking delivery by contacting us via our contact form or in writing to Bretz Hestia, 359 Kings Road, Chelsea, London SW3 5ES. Please note we cannot refund special orders or items made for customers especially.
International Deliveries (it’s not acceptable yet)
Customer Collections / Own Couriers
Customers may collect from us in person or use their own courier collection company. We require notice to make the goods available for inspection.
We strongly suggest customer’s own couriers inspect the items being collected prior to collection. Please contact us to make the necessary arrangements.
Please note we cannot be held responsible for any loss or damage to items once they have left us when using a third party courier.
Should we need to store customers’ orders for own collection, we reserve the right to charge a storage fee for delays in collection. All collections must be pre-booked to ensure the items are ready on your arrival and the location for collection is agreed beforehand.
Storage Costs
We understand that sometimes delays happen. However, we are unable to store customers’ orders unless previously agreed and approved in writing at the point of ordering. Should Bretz Hestia be required to store a customer’s order without prior written approval then the cost for storage will be quoted at a rate of 2.5% of the total value of the goods or services (Inclusive of VAT) per calendar full or part month and added to the final invoice amount to be paid before items are despatched.
Our Guarantee / Returns and Refunds
If the goods you have chosen do not meet with your approval for any reason, please contact us in writing or another durable medium within 7 working days of taking delivery and we will be happy to make a refund or exchange. Please note we cannot refund special orders. We can be contacted via our contact form or in writing to Bretz Hestia, 359 Kings Road, Chelsea, London SW3 5ES. The cost of the return carriage will be the liability of the purchaser. All items must be returned in their original packaging and in their original condition.
In the unlikely event that your purchase is received damaged then we will, of course, replace, exchange or refund including the cost of the courier but only if the items damaged have not been signed at delivery in good condition which will invalidate a claim for replacement.
Your Right To Cancel
If the goods you have chosen do not meet with your approval for any reason, please contact us in writing or another durable medium within 7 working days of taking delivery and we will be happy to make a refund or exchange where items have not been especially made to order. Please note we cannot refund special orders or where items have been made to a customer’s own specification.
Delivery charges will always be at the cost of the customer. Return delivery charges are the responsibility of the customer and not the seller.
We can be contacted via our contact form or in writing to Bretz Hestia, 359 Kings Road, Chelsea, London SW3 5ES.
Items Out of Stock
It is possible to order items out of stock once we can provide an estimated delivery date to you. You can do this by contacting us via our contact form with the product description, code and price. We will contact you and advise you of the expected date of stock availability.
Should an item be out of stock, you will be advised as soon as we receive your order and you will obviously have the right to cancel with a full, immediate refund or your item can be put on to back order and we will advise you of the expected date of despatch.
Postal/Shipping Discounts
A postal or shipping discount will always be given when multiple items are purchased and despatched together where possible. Each discount is unique to the weight and size of the items involved. Please contact us via our contact form advising us of the items you are interested in and we will confirm a total delivery cost.
Errors
In the event that a product is listed at an incorrect price due to technical error or error in pricing information, Bretz Hestia shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. If your credit card has already been charged for the purchase and your order is cancelled, Bretz Hestia shall issue a credit to your credit card account in the amount of the incorrect price.
Sizes and specifications given may vary very occasionally and slightly from what is advertised due to items being made by hand. Should your size and specification need to be exactly as ordered please make this known at the point of ordering.
Refusal of Transaction & Eligibility of Purchase
We reserve the right to withdraw any products from this website at any time and/or remove or edit any materials or content on this website.
We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from this website whether or not that product has been sold; removing or editing any materials or content on the website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.