Frequently asked questions

We hope that this page will answer any questions you might have about us or about buying online from us. Simply click on the appropriate question to view the answer.

If your question isn't answered here though, please don't hesitate to contact us via email on info@burford-woodcraft.co.uk or phone +44 (0) 1993 823479.

How do I use your shop?

Shopping online with us is easy.

Simply browse through our products department by department or use the search box at the top of every page to locate something specific quickly. Once you've found what you're looking for, you just need to select the appropriate product options (if any), enter a quantity figure and click the add to basket button.

Viewing your basket contents and placing your order

If you wish to view, edit or remove any items in your basket, simply use the My Basket link at the top of the page to go to the view basket page.

Once you're ready to buy, click on the Checkout button at the top of the page to enter your billing, delivery and payment details.

Other ways to buy

If you'd rather talk to someone before making a purchase, you're more than welcome to place your order with us via telephone on +44 (0) 1993 823479 or email us on info@burford-woodcraft.co.uk (we would advise against sending payment card details via email).

In fact, why not see our pieces first hand before you make your choice and visit us in Burford?

Is shopping online with you safe?

Yes.

For your online shopping security and total peace of mind, Burford Woodcraft uses PayPal to handle all e-commerce transactions.

PayPal is fully Payment Card Industry Data Security Standards (PCI DSS) compliant and processes millions of secure transactions each month.

What payment options do you offer?

You may pay by credit or debit card online via PayPal or call us and place your order over the telephone on +44 (0) 1993 823479.

Are your prices subject to any additional taxes or duties?

Prices are shown inclusive of Value Added Tax (VAT) at the prevailing UK rate.

As this charge is applicable only to EC customers (excluding the Channel Islands), orders being delivered to other countries will have VAT automatically removed.

Other taxes

Please note that any other tax, import duty or similar charge that may be levied against purchases at the time of delivery is outside of our control and are therefore outside of our responsibility. We can neither predict nor prevent any such charges.

Where do you deliver to?

We currently offer delivery to the UK and selected overseas destinations. See our delivery information page for a list of specific countries served.

What delivery options do you offer?

Delivery options will vary according to destination but we currently use the services of Royal Mail, Air Mail and Parcel Force - which offer various levels of speed and compensation.

See our delivery information page for more detailed information.

How much do you charge for delivery?

Our delivery charges are based on the total weight (including appropriate packaging), delivery destination and the class of service selected. Figures are VAT inclusive.

See our delivery information page for more detailed information.

When will you despatch my order?

If we have your items in stock they will usually be despatched within seven days.

However, as our products are carefully handmade, sometimes we run out of stock and have to wait for more. If this is the case, we will notify you and advise on how long it will take to have the items made for you.

You will, of course, be able to cancel your order should you so wish.

How long will my order take to reach me?

After you order has been despatched, delivery timescales will depend on the destination and class of service selected.

UK deliveries will usually take around 1 - 3 days to arrive with deliveries to other destinations taking approximately 3 - 5 days.

See our delivery information page for more detailed information.

What should I do if there's a problem?

In the unlikely event of your experiencing a problem with any aspect of buying from us, we can be contacted by telephone on +44 (0) 1993 823479 or email via info@burford-woodcraft.co.uk.

Information to have to hand

In order to help us investigate and resolve any problem efficiently, we'd appreciate it if you could provide the following information when contacting us:

  • Your name
  • You contact information (including a telephone number)
  • Your order number (if applicable)
  • Details of your concerns

We will then do everything within our power to rectify the situation as quickly as possible.

Our promises to you

  1. Your correspondence will usually be acknowledged within 5 working days
  2. You will be advised of how long a resolution might take (as appropriate to the nature of your concerns)
  3. You will be kept informed throughout the process

I need to cancel my order - what should I do?

You have the right to cancel your order at any time before it is despatched, or within 14 days of receipt of the goods (does not apply to commissions).

In the first instance, please notify us of your desire to cancel by telephone on +44 (0) 1993 823479 or via email (info@burford-woodcraft.co.uk), stating your full contact details and order number.

If you have already received the goods, then you will need to return them to us before we can process any refund or exchange. Please see our returns policy page for more information.

Tell us what went wrong

By law, you may cancel your order without reason. However, if we know what went wrong we can use the feedback to improve our service.

I need to return an item - what should I do?

To return an item to us (within 14 days of receipt) for refund or exchange, you should wrap it carefully and securely (including all of the original packaging) and send it to:

Burford Woodcraft
Returns Department
144 High Street
Burford
Oxfordshire
OX18 4QU
UK

Recommended delivery service to use

We recommend that you use a recorded-delivery service, for your own protection, since we cannot be responsible for any returned goods that are lost in the post.

Please note that unless the item(s) are damaged, faulty or delivered in error all return costs will be at your own expense.

Commissions

Specially commissioned pieces are non-returnable. Refunds or exchanges cannot be given.

Do you offer any wood care advice?

Yes we do.

Please see our wood care page.

More information

If you're considering making a purchase from us, you may also find our delivery information and returns policy pages useful.

Thanks Jayne. The pieces have arrived, and as usual, are perfect.

Margaret Moynihan
Alberta, Canada