Begin by sending us details about your vision for your handmade wooden decor. Use the provided form to describe your ideas or share specific inspirations, and upload any relevant images. This initial step allows us to understand your preferences and personalise the creation process to match your unique style.
We will send you an email with a link to schedule a Zoom call or a phone call at your convenience. During this call, we will discuss your ideas in more detail, delve into the specifics of your project, and answer any questions you may have. We will also ask for your deposit payment preferences.
Once we understand your requirements and assess the feasibility of the work, you will receive a detailed proposal by email, for the cost which already includes any customs/tax with an estimated time frame for completion. This ensures transparency and aligns expectations before proceeding.
Please consider the proposal carefully as we will NOT be able to allow changes or accept cancellations once the first payment has been received. Should you have any questions/concerns about the proposal, reach out, and if necessary another call can be arranged.
Once you are happy with the proposal details and you’re ready to proceed, click the button in the email to finalise the payment. This takes you to our checkout page, where you can pay using whatever method is convenient for you. This step confirms your design, solidifies your order and sets the wheels in motion for the creation of your hand-crafted item. Take your time to decide, confirm and pay to bring your vision to life.
All custom pieces are made to order and require full payment upfront or at least a 50% deposit before work can commence. The remaining balance is due on completion of the order. Please remember that we will NOT be able to allow changes or accept cancellations once the first payment has been received.
Our wood has inherent imperfections and natural features, resulting in individual slabs and beams being distinct in appearance and colour. While we strive to ensure we respect your preferences, textures, variations may arise, and exact matches cannot be guaranteed. Environmental conditions can influence changes in timber colour and texture, exposure to direct sunlight or wet weather may lead to premature wear.
Additionally, we are not responsible for wood pests or worms. We thoroughly treat our reclaimed and salvaged wood to minimise these issues, but natural pests cannot be completely ruled out over time.
We take utmost care to ensure an appropriate finish considering the product’s intended use and environment. However, we cannot guarantee immunity from scratching, scuffing, chipping, fading, or corrosion, particularly in harsh seafront locations and outdoor locations.
Production time for your custom made piece will usually take approximately 2 – 6 weeks (this may vary) from receiving your deposit depending on the availability of materials you choose. Should there be a delay in the above lead time notice will be given as soon as possible.
See Process section above.
Goods will only be dispatched once final payment has been received in full.
Shipping costs are free of charge on your bespoke piece if it is a one off new piece commissioned by you. This means you will not be asked to pay any extra shipping costs. Nor will you be required to pay any VAT and import duties if the destination country is outside the EU, later in the process.
Many items classed as bespoke are covered by a 1-year manufacturer’s warranty (excluding electrical lighting), valid from the day the final payment is received. If fault is found you are entitled to a repair or a new product can be created.
Returns or exchanges are not accepted on custom-made pieces if you simply change your mind.
The warranty covers the cost involved to repair your item but it excludes any shipping costs you may incur.
As a manufacturer, we have the final decision as to whether a perceived defect is in fact a unique characteristic of the product.
Ivan Aleksander is not responsible for any damage caused by the customer. Scratches, scuffs and dents are not covered under warranty once the product leaves our workshop. It does not cover natural changes in the timber, nor signs of pests or wood worm.
Please be mindful that timber requires care and maintenance and in the climate that we live in, it is important to maintain your item as shown in our care guide.
Environmental conditions can influence changes in timber colour and texture; exposure to direct sunlight or wet weather may lead to premature wear. Avoid placing furniture directly beneath air conditioning or heating vents and radiators to preserve its longevity.
Shipping costs are calculated as normal in-stock items.
Many out of stock (excluding electrical lighting) items are covered by the 1-year manufacturer’s warranty.
See above
Shipping costs are free of charge on your bespoke piece crafted by one of our artisans. This means you will not be asked to pay any extra shipping costs. Nor will you be required to pay any VAT and import duties if the destination country is outside the EU, later in the process.
All items from the Craft Fair, made by other artisans – whether ready to ship or bespoke/custom made are NON-REFUNABLE, NON RETURNABLE and not covered by any kind of WARRANTY.
They do not fall under the provision for ORDER CANCELLATION.
Although we will try our best to resolve any issues which may arise, ultimately, we are not responsible for the crafting process or the quality of products crafted by our artisans as part of the Craft Fair.
This document was last updated on 1st July 2024.
