Customer Notes Update...

We are going to make some updates across the website to address issues that have recently landed in our laps with regards to import charges, payment & finishes - we’re not fans of onerous T&C’s but our Customer Notes & Terms of Service do need to make sure that we cover things off so here are the updates that will be included.

Import charges - we do state in the Customer Notes, Order Confirmations & Checkout Terms of Service that the customer is responsible for paying import duties & taxes when ordering from outside the UK but we’ve had a few customers vent there dissatisfaction at paying these charges at us after taking delivery so need to add some more steps before a purchase is made & bolden things up on the order forms to make things crystal clear.

Payment by instalments - there have been a few customers asked to make a purchase by instalments so we have run some trials to see if we can help out & up to now payments have been honoured but unfortunately we’ve had a couple of customers default on the agreed payments for the order they’ve received so will no longer be able to offer this option & will refer future customers that want to pay in instalments to our Gift Card page.

Finishes - we recently updated our Buying Guide & FAQs page to include more specific notes on finishes & whilst we can stand behind our workmanship we can’t always do the same for some of the materials that we work with - we’ve had a couple of customers remark on knots, weave quality & colour match of the coir against website & social media photos so we have added some additional notes to help clarify why these factors are out of our control.