Buying from us - Jan Hendzel Studio

How to place an order

Orders for items in our web shop can be placed through our website, over the phone and via email. Once you have placed an order with us, we will contact you within 24hrs to discuss the product and delivery. Items marked as ‘available now’ will be sent as soon as possible, non-stock items will have a lead time, which we will discuss with you.

Reworking our collections

Many pieces in our furniture collections can be remade using different wood types and finishes. In some cases, designs can be altered too. Do please get in touch to discuss what’s possible, and depending on what you’d like, we will let you know if there are any additional costs.

Order Confirmation

Once we have understood the order, we will email you an Order Confirmation – this contains an invoice for the item and delivery, as well as confirmation of any additional criteria discussed. Your receipt of the order confirmation means you have entered into a purchase contract with us. For webshop items we ask for the cost of the item and carriage to be paid up-front in one payment. In the unlikely event that there is a pricing mistake or the goods are no longer available, we will advise you of this. In this case you will not receive an Order Confirmation email and there will be no contract between us.

Payment schedules for bespoke works

For bespoke items, we ask for a deposit – commonly 50% of the total quoted price – to be paid. The deposit acts as a confirmation of your order. Work will not commence until we have received the deposit.

The deposit covers the order of materials and time for initial design and processing. Please see the bespoke sections of our website to understand the typical process of design.

We will contact you once the work is completed. We require payment of the remaining balance prior to dispatch.

Payment schedules for larger contracts, multiple orders and site-fitting

Once a quote is agreed on larger contracts and fitted works, we will discuss a payment schedule before fabrication commences. A typical shedule is as follows:

– 40% upfront, to cover initial project works and design development, schedule in workshop time and materials and initial constructional drawings.
– 30% Interim payment for further materials and cover project management, labour cost, overheads etc.
– 20% before delivery and installation
– 10% upon satisfactory completion.

The payment schedule must be agreed before the project starts. Should any shortfall in missing payment dates occur it is likely that your project will be delayed until further payments have cleared.

Quotes

Our quotes consider all aspects of design, fabrication, materials and delivery. They are based on our extensive previous experience in carrying out large works and site-fitting. In most cases, charges are unlikely to deviate from those quoted. However, within reason, additional charges may be payable in the following circumstances:

– if the scope of our work changes during the project
– if new information arises that was unavailable at the time of quoting
– if the project undergoes significant delays not of our making

In all cases, we will do our utmost to make you aware of the cost implications as soon as any new circumstances arise.

Visit us

We try to display our products as accurately as possible on our website. However, as different computers display different colours, we cannot guarantee the complete accuracy of the pictures or photographs shown. To view a particular product shown as in stock, you are welcome by appointment to visit us and our furniture at the studio. To arrange a visit please contact studio@janhendzel.com

Aftercare

Our products are built to last. We guarantee our work for 1 year against all workmanship defects. Alongside the final piece, we issue a comprehensive ‘how to use’ guide and maintenance report that details the upkeep and general well-being of the product. The products will be designed to age gracefully and gather a patina of use over time, which will add to their attraction.

Cancellations, amendments and refunds

Cancellations and amendments must be received in writing. Situations change and we acknowledge that in some cases amendments to the original designs are inevitable. We do our utmost to accommodate change and resolve new circumstances in the most cost effective way but costs are incurred if work needs to be corrected or undone. We will always let you know of any cost implications to amendments as early as we can.

When you purchase an item that is in stock (i.e. not made to order) you have the right to cancel your contract and return items to us up to 7 days after delivery subject to the conditions below.

If you wish to cancel your order you must do so in writing, either by email at: studio@janhendzel.com or by post to: Jan Hendzel Studio, Telegraph Building – 01, Woolwich, London, SE18 5NR, UK.

If you request a refund, we will refund the amount you paid for your goods excluding the original delivery and the charge for returning the goods (unless they are faulty or damaged). The delivery charge is non-refundable. If you fail to take reasonable care of the goods before they return to us and this causes the damage or deterioration of the products, we will charge you for the reduction in value.

For bespoke items and larger contracts, as described in our payment schedules above, work will only commence on receipt of a deposit. If the project is cancelled after that time, a refund may be claimed but only after any design time, labour or material costs already invested in the work are deducted.

Returns

Any products returned should be unused and in their original packaging. Therefore, please check your goods thoroughly to ensure you are satisfied before disposing of your packaging.

It is the customer’s responsibility to ensure that all measurements of furniture purchased are checked to ensure accessibility. Any item of furniture that we are unable to deliver as a result of problems involving access that were not mentioned in writing at time of order will not be refunded.

Furniture made to order (either standard size, custom and/or bespoke) may only be returned for full refund or exchanged in the unlikely event of items being found to be faulty.

For security reasons, refunds are given by the same method that the original payment was made by.

This cancellation policy does not affect your statutory rights.

Faulty goods

We work hard to ensure your goods arrive in a perfect condition. However, if you should find any problem with your order please contact us at studio@janhendzel.com

Please do not attempt to fix the problem yourself, contact us first. We are unable to accept any goods back if changes have been made, as it will invalidate the manufacturer’s warranty.