Summary of the order process:
Stage 1 - Payment of the order
Stage 2 - Acknowledgment E-mail - Order has been received and paid for
Stage 3 - Confirmation E-mail (24 hours from E-mail receipt)- Including details and a 3D visualisation of the item, to be agreed with the customer
Stage 4 - Processing confirmation E-mail (24 hours from the agreement made by the customer) - Order has been put into production
Stage 5 - Dispatch confirmation E-mail (4-6 weeks from agreement)
Stage 6 - Delivery of the order
Refunds & Returns
If you wish to cancel your purchase or a part of your purchase before your items have been put into production, we will refund the full cost of the order including any shipping fees incurred. Please note that your items cannot be cancelled once they have been put into production.
All of the products are custom-made/personalised to the specifiaction of customer and once delivered/put into production, cannot be returned/cancelled unless found faulty or damaged. For more information, see Your Statutory Rights.
Complaints have to be made within 8 days from the delivery of the goods and returns can only be made with our acceptance. We decline all responsibility in case of circumstances beyond our control such as the misuse or misinstallation of the products.
If you return something because of an error on our part or because it is damaged or defective, the collection will be paid for and arranged from our part. Collections arranged by the customer will not be refuned unless specifically agreed. Items will NOT be eligible for a refund if tampered with in any way. All return items will be checked for any defects or damages. In the event we find no fault, we reserve the right to re-charge you for returning the item to you.
We reserve the right to charge the customer for a redelivery charge for ‘Returned to Sender’ packages that have been dispatched with an incorrect/incomplete address provided by the customer during the order process, or if the order is refused by the customer.
To organise the return of a damaged product, please email us at firstname.lastname@example.org or call us at 020 7350 1222 to speak to a member of our customer service team.
The average delivery time for UK and EU-orders is 4-6 weeks.
All furniture is custom-made and ordered from Italy once the order details have been confirmed by us and the customer. Apart from a limited amount of ex-display items, we do not stock the items in our showroom.
For more information about the immediately available stock and ex-display items, please E-mail us at info@kitchenhaus or call us on 020 7350 1222.