Customer Service

Shipping & Delivery

Our aim at Sylvantutch is to offer a premium hassle free experience with a trusted delivery service as standard.

We use a tried and tested courier company to ensure your furniture is delivered to your door in perfect condition, every time, no matter the size or weight of your order.

Our larger items are made in individual pieces or constructed with removable parts for ease of delivery and installation. Other items of furniture and decoration are made as complete pieces.

Delivery will be organised for a date convenient to your personal circumstances.

All our furniture prices are inclusive of VAT and delivery.

We can deliver anywhere within the UK, and overseas as required. Please contact us with your address and furniture requirements for a quote for overseas delivery.

Privacy & Security

Thank you for visiting our web site. This privacy policy tells you how we use personal information collected at this site. Please read this privacy policy before using the site or submitting any personal information. By using the site, you are accepting the practices described in this privacy policy. These practices may be changed, but any changes will be posted and changes will only apply to activities and information on a going forward, not retroactive basis. You are encouraged to review the privacy policy whenever you visit the site to make sure that you understand how any personal information you provide will be used.

Note: the privacy practices set forth in this privacy policy are for this web site only. If you link to other web sites, please review the privacy policies posted at those sites.

Collection of Information
We collect personally identifiable information, like names, postal addresses, email addresses, etc., when voluntarily submitted by our visitors. The information you provide is used to fulfill you specific request. This information is only used to fulfill your specific request, unless you give us permission to use it in another manner, for example to add you to one of our mailing lists.

Cookie/Tracking Technology
The Site may use cookie and tracking technology depending on the features offered. Cookie and tracking technology are useful for gathering information such as browser type and operating system, tracking the number of visitors to the Site, and understanding how visitors use the Site. Cookies can also help customize the Site for visitors. Personal information cannot be collected via cookies and other tracking technology, however, if you previously provided personally identifiable information, cookies may be tied to such information. Aggregate cookie and tracking information may be shared with third parties.

Distribution of Information
We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these companies for marketing purposes.

Commitment to Data Security
Your personally identifiable information is kept secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings.

Privacy Contact Information
If you have any questions, concerns, or comments about our privacy policy you may contact us using the information below:

By e-mail: 
By Phone:

We reserve the right to make changes to this policy. Any changes to this policy will be posted.

Returns & Replacements

1. To date we are very proud to say that no customers have ever requested to return their Sylvantutch product, and our secure courier service means that damages during delivery do not occur. However, in the unlikely event of your furniture being damaged when you receive it we will endeavour to rectify the damage, or if needed craft you a new item at the earliest possible opportunity. You will not be charged for delivery a second time.

2. Your right to cancel

2.1 Where you place an order through sylvantutch.co.uk for standard stock products which are not made to your specification you can cancel your order at any time before the goods are delivered to you.

2.2 Following receipt of the goods, you can cancel your order by notifying us (as set out in section 3 below) within Seven (7) days of the date on which the goods were delivered. This means that if you change your mind about the goods or for any other reason you decide you do not want to keep the goods, you can return the goods to us for a refund. If your order comprises more than one item you can cancel and return any of the items individually or in combination.

2.3 Nothing within this Returns Policy or the Terms & Conditions affects your rights under law.

3. How to cancel

3.1 If you wish to cancel an order please contact sylvantutch.co.uk by calling 07759439658. Please have your Order Acknowledgement email to hand and be ready to quote your order number and to specify which goods you want to return. Alternatively you may give us written notice of your cancellation. This can be done bywriting to us at sylvantutch.co.uk, Customer Services Team, Pantperhtog Farm, Machynleth, Powys Sy209AU. You must include your order number in the written notice, and clearly specify which goods you wish to return.

3.2 Where you cancel your order after the goods have been delivered you agree to return the goods to us by following the procedure set out below.

4. Returning your goods
4.1 To arrange collection of the unwanted goods please contact sylvantutch.co.uk by calling 07759439658. Please have your order number and delivery receipt to hand. We will then arrange for your unwanted goods to be collected by a sylvantutch.co.uk representative, see section 7.

4.2 You agree to return the goods in full, in a resalable condition and securely packaged (properly repacked in their original packaging if they were removed from it). You are responsible for all costs of returning the goods.

4.3 If you decide to return goods to us after you have started to assemble them then you should disassemble them to the extent necessary to allow them to be properly returned. However, if disassembly is reasonably likely to cause damage to an item please leave it assembled and let us know by speaking to sylvantutch.co.ukCustomer Services on 077 594 39658

5. Taking reasonable care of the goods

5.1 You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned. Examples of a failure to take reasonable care of goods may include if you use the goods, if you assemble or part assemble the goods or if you remove the goods from their packaging and fail to properly repack them. If your failure to take reasonable care of the goods means that they cannot be resold as new we reserve the right to apply a charge of 30% of the price you paid for the goods, which you agree we may discount from your refund for the goods. We can only re-sell opened, assembled or used goods in-store at a significantly discounted price and the 30% charge is your agreed contribution to our likely loss on these goods.

5.2 If the goods are damaged whilst in your care (including damage caused in assembling or disassembling the goods), if you fail to return all parts of the goods or otherwise if your failure to take reasonable care of the goods means that we reasonably believe that resale will not be possible at all, you agree that we may withhold payment of all or part of the refund in respect of the goods as compensation for our loss on these goods. Without limitation, this paragraph 12 will apply to mattresses and other goods which are delivered with a protective covering. You should make all reasonable attempts to examine the goods before removing the protective covering, and agree that removing the protective covering will constitute a failure to take reasonable care of the goods.

6. Conditions of Collection

6.1 Collection of the goods will only take place from the delivery address to which they were delivered, and will be subject to the following conditions:

6.1.1 you agree to provide sylvantutch.co.uk with as much detail as possible of relevant features of the delivery address (for instance, in the case of a 2 man truck delivery team collection which floor the items are to be collected from, whether there are any narrow doors etc) in order to help our representative prepare for the collection;

6.1.2 you agree to ensure that there is suitable access to the chosen collection location;

6.1.3 if collection cannot be made from your chosen location due to the nature of the premises, because there is insufficient access or for any other reason that is not within our reasonable control, including your absence at the time of collection, you agree to pay our reasonable additional collection fees and the costs of re-arranging collection;

6.1.4 if our representative reasonably considers that collection from the room of your choice is likely to cause damage to the goods or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the goods in spite of such concern but we will not be liable for any damage caused to your property or to the goods as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the goods);

6.1.5 you agree to give our representative all goods which are being returned, including all component parts of such goods and all related items or accessories (including original packaging) which are included in the price of the goods being returned;

6.1.6 a collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your goods;

6.1.7 you keep the goods at your own risk until they have been removed by our collection agents from your premises;

6.1.8 if you are not personally available to undertake any of your obligations under this paragraph 7.1, you may appoint a representative to do so in your place. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative's instructions as if they were your own;

7. Your consumer rights

7.1 This Returns Policy does not take away any rights you may have under consumer law.

7.2 This Returns Policy is in accordance with your right to cancel a contract formed at a distance under the Consumer Protection (Distance Selling) Regulations 2000.

Please note that sizes and colours can vary slightly because of the nature of reclaimed materials and so photos on our website act as a guide only. As we make most items individually to order, your piece may vary slightly to the pictures on the website. We are more than happy to send  you a photograph of your individual product before delivery, upon request.

Ordering

All of our furniture is individually constructed using the finest quality reclaimed materials and, although we do hold some limited stock, a lot of the furniture you see on this website is hand made to order.

Unlike mainstream furniture distributors, we do not have a huge warehouse full of stock. But we can make you any piece of furniture that catches your eye; lead times will vary depending on the materials used.

Please note that sizes and colours can vary slightly because of the nature of reclaimed materials and so photos on our website act as a guide only. As we make most items individually to order, your piece may vary slightly to the pictures on the website. We are more than happy to send  you a photograph of your individual product before delivery, upon request.

We aim to deliver all items within one week of purchase.

Commission exactly what you want

In addition to the items on our website, we are also very happy to create any piece of furniture to the specifications of your choice. Please contact us with your requirements.

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