Made to Order

'Made to Order' explained

We simply offer two types of product at Really Well Made: 'In Stock' items - which are held in stock at one of our UK warehouses, and 'Made to Order' items which are not held in our stock. Every product variant is clearly identified as either 'In Stock' or 'Made to Order' right next to the price. It's really important to know how your purchase is categorised, as it will affect how fast it arrives and the terms and conditions of the sale.

Key points to note regarding Made to Order products:

  • Timelines are an estimate only, not a guarantee.
  • The production time will not vary from UK retailer to UK retailer.

By retailing 'Made to Order' products we can offer highly customised products in an amazing array of colours, to perfectly fit with your home or project scheme. The only downside is also that the item can be quite unique. It may be perfect for you, but it may not be someone else's cup of tea! Because of this we cannot accept returns or exchanges on these types of product. It is not our responsibility to take an item into our stockholding if you do not like it. It is the customers responsibility to know exactly what they are purchasing, before they do so. We are here to answer questions about any and every product, before you have agreed for us to purchase it on your behalf. Below we have the full legal text to let you know the terms and conditions of purchasing a 'Made to Order' item.

‘Made to order’ products are purchased by Really Well Made directly from the manufacturer specifically at the customers request. These items are designated as ‘Bespoke and customised goods’ under the Consumer Rights Act 2015 and are exempt from cancellation rights. After 24 hours of the order being confirmed any cancellations are either not possible or subject to a fee. The fee varies with each manufacturer but typically you should expect to pay 10% (of the purchase price) to amend an order, or 30% to cancel altogether. If the item is due to be despatched from the manufacturer within two weeks, or is already produced, then no cancellation is possible.

Each ‘Made to order’ product is subject to a manufacturers ‘production lead-time’ guidance. A production lead-time is an estimation of how long it will take for the manufacturer to produce the item from when the order is received. The lead time does not include the time for the manufacturer to ship the item to Really Well Made, customs clearance or the subsequent time needed to process the item ready for onwards dispatch. As soon as we receive the goods into our warehouse we will contact you to arrange delivery. We aim to dispatch all goods to you within 2-4 business days of arrival into our warehouse after they have been checked.

In the vast majority of cases the production lead-time is an accurate representation of how long you may be expected to wait for an item to be produced. However sometimes there can be problems with over-demand or quality/production issues in manufacturing, which in turn lead to delays with the order. In these cases we will keep you informed, but we cannot accept liability for any loss or inconvenience that may result from the delay. Equally as often items will arrive earlier than stated, when this happens we will contact you to ensure you are ready to receive the item if it is a large furniture product.

In the event of a ‘Made to order’ item/s arriving damaged, with a fault or developing a fault within the warranty period, you are entitled to a replacement free of charge. If the fault can be agreed through the use of photographs we will arrange a collection of the item/s at our own cost if required. When the fault cannot be agreed through this method we will require you to send to the item/s back using your own method. If the items are then found to be faulty, by agreement with the manufacturer, we will refund any reasonable costs* you have outlaid to return the items to us. For full terms and conditions regarding damages please refer to our Delivery and Returns page.

Please note: We will only arrange transportation for faulty items where all the original protective packaging is available. If you have disposed of it then you will need to source replacement packaging and will remain responsible for the item/s arriving back with us in the same condition as they arrived. 

Made to order items are identified as such on each product variant webpage. If you are unsure which items are classified as Made to order please do not hesitate to contact us.