Delivery and Returns

🚚 Delivery & Returns — Artisaw

We cut every order to size in our UK workshop and then ship it safely to your door. Below you’ll find everything you need to know about delivery times, packaging and returns.

📦 Delivery information

Where we deliver

We currently deliver to mainland UK.

The following postcodes may incur a delivery surcharge, including on orders with free delivery. Please contact us for an up-to-date quote:

AB, IV, PH, PA, DD, TR, PL, TQ, CA, TD, EH, G, DG, KA, ML, FK, KY, LL (excluding 13-14), SY23/24/25

Other Highland and remote Scottish postcodes will need special arrangements.

Exclusions

We are unable to deliver to the following areas: locations outside of mainland UK, Northern Ireland, and the Republic of Ireland.

How long does delivery take?

Because every panel is made to measure, we need a little time to produce it.

Typical time frames:

  • Cut-to-size panels: 1–4 working days to dispatch

  • Large / heavy orders: may take slightly longer

Delivery then usually takes:

  • 1–2 working days after dispatch

We’ll email you when your order has been dispatched.

For our larger items — above 120cm 

Our trusted delivery partner HJ Logistics provide a specialised two-man delivery team, to your room of choice, going out of their way to provide a great service, helping to get around those access issues.

They will also provide a delivery window after they have collected your item from us, so you're not waiting in all day.

In some circumstances delivery to Scotland and remote areas may incur an extra charge due to the distance from our workshop. Please see our list of surcharge areas above. If you live in a surcharge area and place your order on the website, we will contact you to collect the additional delivery costs.

For our smaller items — 120cm and below

Will be sent via next day courier APC once complete. We will provide tracking and they will update you directly via the telephone contact you provided.

🛠 Made-to-order items

Most of our products are custom cut specifically for you.

That means:

  • there is no “off the shelf” stock

  • each panel is made based on the sizes you provide

So please double-check your measurements before ordering — and if in doubt, ask us, we’re happy to advise.

📦 Packaging

Wood can be heavy and vulnerable to knocks, so we:

  • protect edges and corners

  • wrap panels securely

  • use reinforced packaging for larger items

If your parcel arrives damaged, take photos of the packaging and the item and contact us as soon as possible so we can put it right.

🔁 Returns & refunds

Because most of our items are custom made to your measurements, they are generally not eligible for return unless there is a fault or we have made an error.

This is standard for bespoke and made-to-order goods.

However:

👉 If we’ve made a mistake, we will remake or refund — no quibbling
👉 If your order arrives damaged, we will resolve it with you quickly

Your satisfaction matters to us and we will always be reasonable.

🧮 If you ordered the wrong size

If you provided incorrect measurements:

  • we can’t usually resell your item

  • this means we normally can’t accept a return

But contact us anyway — we can often:

  • recut at a reduced cost

  • help you work out the best solution

📨 How to contact us

If there is any issue at all, please contact us:

  • via your order confirmation email reply, or

  • through our website contact form

Please include:

  • your order number

  • photos if the item is damaged or incorrect

  • a brief description of the problem

We will always do our best to resolve things quickly and fairly.

✔ Summary

  • Made-to-measure items are non-returnable unless faulty

  • If we make a mistake, we fix it

  • If your order is damaged in transit, we replace or refund

  • We’re a small workshop — you’ll deal with real people who care

Contact form