Refund Policy

We hope you will be happy with your purchase. However if for any reason you are not, below is our returns policy.

Delivery
Typically most orders are shipped 3-5 working days. Please note some of our items carry longer lead times so please check the Delivery Information on the product page for more information and contact the store if you are unsure.

All of our delivery dates are estimated and whilst we will always do our very best to get your items to you within the estimated time, sometimes things happen that are beyond our control and we may need a bit more time. On these occasions we will endeavour to contact you with this information but please feel free to contact our customer services team on 020 8852 1753 or email store@treowe.co.uk for confirmation or an update on your delivery date.

Returns

Please check your purchase fully on receipt. Transit damage must be reported within 3 days of delivery. All items and parts of items must be checked for any damage prior to assembly. If you change your mind for any reason and you wish to return your purchase you must notify us within 30 days in writing by email or letter. Items we don't normally carry in the shop and have to specially order from our suppliers may only be returned for store credit or equitable exchange if the item is damaged or defective.

Bespoke Items: Bespoke items are non returnable.

Unwanted items must be returned in a fully resalable condition, which includes being in the original, unmarked and undamaged packaging, not smelling of cooking, smoke of any other noticeable scents. All products must be returned in their original packaging for a full refund or replacement. Failure to do so may result in a compensation charge for any damages that occur in transit. Items must not have been used or assembled in any way. LFF Studio Ltd, trading at treowe, retains the right to refuse a refund on any item not deemed to be resalable. Returns cannot be accepted once an assembly process has begun.

Please note that we do not guarantee a free returns service.  Depending on the item we try to offer as much assistance as possible but we do not refund the returns postage cost or the original delivery charge. We do not offer a free collection service. We do not accept responsibility for items lost or damaged in transit back to us. If returning your purchase by mail we recommend that you get proof of postage. You must include your customer order details with the package, as we cannot process a refund without these.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within four weeks.

Large items can be collected for a charge. Please call our customer service team to arrange this.

If your purchase is not fit for purpose, is misdescribed, faulty, damaged, or incorrectly supplied, please contact us as soon as possible to arrange a refund or replacement. We will require you to return the item, as it may be necessary to return it to the manufacturer.

When collecting your order from a store or the warehouse you must inspect the item thoroughly before accepting it. We do not accept returns of any damaged items once they have been collected.

Workshop Cancellation Policy

Cancellations made less than 24hrs prior to the event will not be refunded. 

THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS.