Terms and conditions
Here we set out all the boring bits that need to be said! We want everyone to be happy and we work within all the legal requirements but also with the added benefit that we really want our customers to love what we do and love the service we provide. As a small family business our reputation and customer satisfaction are paramount to us.
Ordering
On placing your order we will need a minimum deposit of 50% with the balance payable prior to delivery.
Please check through your order to ensure that it is exactly what you have requested.
If we quote a lead time for bespoke handmade items this is usually around 12 to 14 weeks. Whilst we make very effort to meet this date it is not guaranteed.
If for any reason we are unable to fulfil an order within the time frame we will contact you as soon as we know and advise you. We will not be liable for any cost, damages or compensation claimed by the buyer. We will of course refund any deposit you have paid in full should we be unable to fulfil your order.
Delivery
We use our own in-house delivery team to deliver your furniture. They are experienced in furniture delivery and give a professional, white glove, two-man delivery service.
Delivery is free for local deliveries but will incur a charge for further afield. We deliver to England and Wales however unfortunately not to Scotland. Delivery charges are non-refundable.
When we have a confirmed arrival date of your piece of furniture to us (or if it is already in stock), then you will be contacted to book in a delivery slot. We do not deliver at weekends or on Bank Holidays, however will try to be as flexible as possible with dates and times to suit you. Once confirmed and delivery routes planned we will give you a one hour timeslot. Any delivery dates given are estimates and not guaranteed. We will do our very best to deliver on time, we are not responsible for any costs, damages or compensation requested the buyer as a result of late delivery for whatever reason.
We will always do our very best to get your order to you, unfortunately, now and then unforeseen circumstances happen such as unplanned traffic, but be assured that we are working hard to get your order to you.
If the piece you have ordered is super heavy it may be that you will be requested to have some extra muscle on hand to help lift when the delivery arrives. We are all bound up with Health and Safety and it may be that if help is not available when it has been requested, the team will not be able to carry out the delivery.
If you have a problem with access to your property, flights of stairs or anything that will make delivery difficult please let us know. Please ensure that the piece you are buying will fit through your doorways, stairwell corridors, etc. any concerns let us know. You will be charged if the team has to return without delivering.
You are very welcome to collect your order from our shop in Tring where we will happily help you load.
It may be that not all your goods arrive together, we try to avoid this but it may happen.
Returns/cancellations
If for some reason you are unhappy with your online or shop stock purchase please let us know within 14 days. All items for return must be in perfect condition for resale and returned in original packaging within 14 days of receipt.
Bespoke items cannot be returned or cancelled so please ensure you are happy with all the details with respect to finish size and design on placing your order. Please note that whilst we make every effort to meet your exact measurements you should allow a tolerance of +/- 5% as we are working with boards of wood which do vary in width and thickness.
Please contact us 01442 827961 to arrange a return.
We reserve the right to refuse a refund if goods are not in resaleable condition
The buyer is responsible for the cost of the return, this may be more than the delivery cost as delivery charges are subsidised by ourselves. The transport cost for the return should be paid directly to the transport.
Things happen occasionally and if your item is damaged or faulty please let us know via email with description and photographs enquiries@ennisandbrown.co.uk
We are working with a natural product and there are certain characteristics which we deem to be acceptable, in fact, they are desirable in our pieces and we will not be able to offer a refund or replacement due to personal taste.
We sell beautiful natural wood furniture and as such, marks, cracks, shakes, splits, colour variations, knots and machine marks are all part of the character of each piece making it interesting and unique. Holes and larges cracks in the planks may be filled with wood patches if you do not want to see this in your piece please ensure you request clean planks. As wood is a natural product there will still be differences in the grain, colour, knots, etc but they will not be as pronounced.
Every board of wood is different in colour, medullary rays, knots, shakes and marks no two pieces are exactly the same. Our handmade tables are not uniform and are certainly not meant to be so. We specialise in embracing the character and natural feel of the wood.
Wood is a natural product and over time it will expand and shrink as a result of temperature and humidity changes. It is important that you do not site your furniture close to, for example, a wood burner, radiator or other places where extreme temperature changes occur. We are not responsible for changes to furniture due to environmental factors. The wood used in our handmade furniture is dried to 10% and each piece has been crafted with natural movement in mind.
We will endeavour to replace/repair any damaged furniture as soon as we possibly can, however, if a replacement is needed it will involve us starting from scratch which may result in a 12 to 14 week wait for a replacement to be crafted.
Please contact us on 01442 827961 and email pics and description to enquiries@ennisandbrown.co.uk
Ensure you check your purchase over with the delivery guys and if you think there has been damage please contact us immediately by email.
We all work very hard to keep our customers happy and most of the above does not happen!
Care of your Furniture
When you care for wood it ages beautifully, look after it and it can last for generations to come.
Over time wood will darken with exposure to sunlight, and general use, regularly touching the edges and opening drawers leaves its mark and just adds to the character of your table giving it a warm, well loved patina.
See here for further information to the below on how to care for your table: https://www.ennisandbrown.co.uk/about-3
Oiled Finish
Handmade rustic pieces are finished with several layers of oil which helps give a barrier against spillages.
To clean your table wipe with a clean damp cloth. Spillages should be cleaned immediately, by wiping with a cloth in a blotting action.
Do not use bleach or scour your furniture.
We recommend that you oil your piece of furniture, particularly table tops 3-4 times a year for oak, and 3-5 times a year with Walnut/Ash. It’s a 5 minute job that is really worth doing, as it feeds the wood and prevents it from drying out and becoming susceptible to staining. For further instructions and to see the oil we use see here: https://www.ennisandbrown.co.uk/about-3
We would recommend you use placemats, do not put hot dishes directly onto your table as this can damage the wood, raise the grain and cause a white ring mark.
If the worse case scenario happens and say your DD or DS has decided to decorate your beautiful oiled table with felt pen and it won’t wash off …. don’t panic you can sand the top down and start again!
Lacquered Finish
If your piece is lacquered just wipe with a damp cloth.
Spillages should be cleaned immediately, by wiping with a cloth in a blotting action. Do not use bleach or scour your furniture.
We recommend that you oil your piece of furniture, particularly table tops 3-4 times a year for oak, and 3-5 times a year with Walnut/Ash. It’s a 5 minute job that is really worth doing, as it feeds the wood and prevents it from drying out and becoming susceptible to staining. For further instructions and to see the oil we use see here: https://www.ennisandbrown.co.uk/about-3
We would recommend you use placemats, do not put hot dishes directly onto your table as this can damage the wood, raise the grain and cause a white ring mark.
Waxed Finish
A waxed finish is not a seal and spillages should be wiped up immediately.
Clean your table with a damp cloth
Re wax every 3 to 6 months with either briwax or a beeswax
You will need to use placemats and coasters and do not place hot dishes directly on to your table as this can damage the wood, raise the grain and cause white ring marks
We very much hope that you enjoy your furniture for many years to come.