Terms & Conditions

This web site is owned and operated by Helen Izzard Designs who are dedicated to your total satisfaction with our products and service. If you have any comments or suggestions, or wish to contact us, please email us using the link on the contact page or email us at info@helenizzard.co.uk

Making a Purchase

Making a purchase from us could not be easier.  Please browse our shop and select the items you wish to purchase.  When your order is received, we will acknowledge confirmation of your order. When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. If stock is not available you will be advised by email of the shipping date at which point you may cancel if this is not acceptable.

We accept online payment on all major credit and debit cards via PayPal. Cheques are accepted but goods will not be shipped until the cheque has cleared.  If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake. By placing an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions. If you are unhappy with any aspect of these, please contact us at info@helenizzard.co.uk before placing an order with us.

Shipping and Handling

As many of our products are handmade to order in our workroom for you, most items will be dispatched within 7-10 working days of receipt of your order.  Items in stock will be dispatched within 4-5 working days.  Our aim is for you receive your order within 14 working days.  If there is a delay, we will contact you and advise you of the expected lead time. Delivery timings for bespoke products, personalised items or larger pieces of furniture (i.e. chairs and footstools), will be quoted at the time of order and can take approximately 4-6 weeks.

Handling, postage & packing costs are dependent upon the weight and size of the customer’s order. All delivery charges will be clearly displayed at the checkout stage. For delivery within the UK mainland there are four standard charges: £20.00 for furniture or heavy / large items , £10.00 for large, bulky or heavy items, £7.95 for medium items,  and £4.95 for small items. For areas which fall outside of our usual delivery zone (i.e. Scottish Highlands, Ireland, Channel Islands and anywhere outside of the UK mainland), we will be happy to provide a quote for delivery charges, please email us.

For local customers, items can also be collected from us by prior arrangement or delivered locally for a small charge. Please contact Helen for further information.

The details for postage of each additional item is detailed on its page and the total is given on the “view cart” page.  All postage prices quoted are for postage within the UK.  Delivery will be made by either Royal Mail (for smaller items) or an independent courier service for larger or heavier items. All deliveries will need to be signed for.  If you are thinking of ordering from outside the UK and would like a quote for international postage please email us via the Contact Page. When posting delicate items such as china and glass we guarantee to package these safely to avoid damage in transit. All packaging charges are included in the cost of postage.

It is the customer’s responsibility to fully inspect products before taking receipt of them, especially if packaging has been damaged in transit. When a customer signs for the item they are stating that the packing is undamaged. In the event of damage to an item in transit we would request you to attach a photo to your email when informing us so that we may make the relevant claim with the carrier.

Refunds and Returns Policy

We hope that you will be completely satisfied with your purchase from us. If for any reason you’re not happy with your items, simply contact us within 3 days of receipt to request a return to us. All items sold are covered under the Consumer Protection (Distance Selling) Regulations, which now allow a seven day cooling off period, in which time you may cancel your order by contacting us in writing, either by letter or email. Once you have notified us, all goods must be returned within 7 days of you receiving the items and at your expense, for a full refund or exchange.  Any postage will not be reimbursed.

Refunds on returns will only be permitted if the customer returns the product in immaculate condition, in its original packaging, and are stock items. Any bespoke orders will not be refunded. Returns cannot be accepted unless by prior agreement. Alternatively, if you would like to discuss a return, refund or exchange, please feel free to email us at info@helenizzard.co.uk or call us on 01458 252551.   Delivery for the goods is at the risk of the consignee.

You will receive an email when your return item has been processed showing the amount to be refunded. The refund will be sent back to your card at this point. The refund will be credited back on to the card of payment and dependent upon individual banks, this can take up to 3-5 working days.

Conformity of Goods

We take every care to ensure that the description of our products are correct at the time of going to press. However, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used by you.

Customer Service

Any feedback, customer enquiries or potential complaints should in the first instance be directed by email to info@helenizzard.co.uk.  We will endeavour to respond to customers queries or complaints within 7 working days. Customers may also contact us on 01458 252551 from Monday to Friday between the hours of 9.00am and 5.00pm.

If you would prefer to order by telephone, please contact Helen in the studio on 01458 252551 .