Production & Delivery Times
All our products are carefully prepared, finished and dispatched from our workshop in Yorkshire, UK.
Our estimated production and dispatch times are:
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Sample Packs: 1–2 working days
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Shelves & Brackets: 1–2 working days
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Stools: 4–5 working days
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Heavy Furniture: 10–12 working days
If your order contains multiple products, they will normally be dispatched together based on the longest production time listed above.
Please note that these are estimated production and dispatch times, not guaranteed delivery dates. Delivery transit times may vary depending on the product, courier and destination. We will inform you of any significant delays.
Delivery Information
Deliveries are made to the front door of your property unless otherwise agreed in advance.
Our delivery drivers may be willing to assist with bringing furniture inside your property where it is safe and practical to do so. Any additional delivery arrangements must be agreed in advance.
Customers are responsible for checking product dimensions and ensuring that the furniture can safely pass through doorways, hallways, staircases and other access points.
Product dimensions are provided on our website to help customers make an informed purchasing decision.
If furniture cannot be delivered due to insufficient access, please contact us to discuss the available options. Any additional delivery, failed delivery or collection charges will be assessed in accordance with the terms disclosed before purchase and your statutory rights.
Cancellation & Returns
1. Change of Mind Returns
We understand that customers may occasionally change their minds after placing an order.
For standard, non-personalised products purchased online, customers normally have the legal right to cancel their order within 14 days of receiving the goods, without providing a reason.
To exercise this right, please notify us by email at sales@rusticland.co.uk within the cancellation period.
Once you have notified us of your decision to cancel, you must return the goods within a further 14 days, unless we have agreed to collect them.
IMPORTANT – RETURN SHIPPING COSTS
If you change your mind, order an incorrect product, select the wrong size or colour, or decide that the item is no longer suitable for your needs, you are responsible for arranging and paying the full cost of returning the goods to us.
RusticLand does not provide free return shipping, complimentary collection services or prepaid return labels for unwanted or incorrectly ordered products.
The customer is responsible for the direct cost of returning the goods, including any courier, packaging or specialist furniture transport charges.
For large or bulky furniture that cannot normally be returned by post, specialist courier or furniture collection services may be required. The applicable return cost or reasonable estimate must be disclosed before purchase.
If RusticLand agrees to arrange a return collection on your behalf, any collection charge will be communicated and agreed with you in advance.
Approval of a return request does not constitute an agreement by RusticLand to cover the return shipping costs.
These provisions apply to change-of-mind returns and do not affect your statutory rights regarding faulty, damaged or incorrectly supplied goods.
2. Returning Goods
Please ensure that returned items are appropriately packaged and protected against damage during transit.
Where possible, we recommend using the original packaging and a tracked and insured delivery service.
Customers are responsible for handling the goods with reasonable care. We reserve the right to make a lawful deduction from the refund where the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning.
Please contact us before arranging a return so that we can provide the appropriate return address and instructions.
3. Bespoke & Personalised Furniture
Certain furniture products are manufactured to individual customer specifications or clearly personalised requirements.
Where goods are genuinely made to the customer's specifications or clearly personalised, the statutory 14-day change-of-mind cancellation right may not apply under the Consumer Contracts Regulations 2013.
The fact that an item is manufactured after an order is placed does not, by itself, make that item exempt from statutory cancellation rights.
Customers will be informed where a genuine bespoke or personalised product is excluded from the standard cancellation right.
Any cancellation of an exempt bespoke order will be considered individually. Where we agree to accept a discretionary cancellation or return, any applicable charges will be communicated and agreed in advance.
This does not affect customers' statutory rights where goods are faulty, damaged or not as described.
4. Refunds
For valid statutory cancellations, refunds will be processed in accordance with the Consumer Contracts Regulations 2013.
Refunds will include the price paid for the returned goods and, where required by law, the original standard delivery charge. Additional charges for premium delivery services are not necessarily refundable.
We will issue the refund within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever is earlier, unless we have offered to collect them.
Refunds will be made using the original payment method unless otherwise agreed.
No restocking fee will be applied to a valid statutory cancellation.
5. Faulty, Damaged or Incorrect Items
All RusticLand products are carefully checked before dispatch.
If an item arrives damaged, is faulty, is not as described or is incorrectly supplied, please contact us at sales@rusticland.co.uk as soon as reasonably possible.
We may ask for photographs and details to help us investigate and resolve the issue promptly.
Where goods do not conform to the contract, we will provide an appropriate remedy in accordance with the Consumer Rights Act 2015.
Where we are legally responsible for return costs, we will arrange or reimburse reasonable return shipping costs.
Our voluntary reporting procedures do not restrict your statutory consumer rights.
Contact Us
For any questions regarding delivery, cancellations, returns or refunds, please contact:
RusticLand Customer Services
Email: sales@rusticland.co.uk
Website: www.rusticland.co.uk
Operated by MK Global Trading Ltd, registered in England and Wales.
Your statutory consumer rights are not affected by this policy.
