Terms & Conditions
Welcome to Leather & Down. These terms and conditions outline how we operate and what you can expect when you invest in our premium collections. By placing an order on our UK website, you agree to these guidelines, which are designed to protect both your purchase and our commitment to quality craftsmanship.
We want getting your new pieces home to be as straightforward as possible. We provide complimentary free standard delivery on all orders across most of the UK mainland.
Geographic Exclusions and Surcharges
Due to the logistics of transporting heavy, solid wood items, our free delivery excludes Northern Ireland, offshore islands, and certain areas of Scotland. Additional shipping fees apply if your delivery address falls within any of the following postcode regions:
AB, CA, DD, DG, EH, FK, G, IV, KA, KW, KY, LD, LL, ML, PA, PH, PL, SA, SY, TD, TR, TQ.
Delivery Timescales and Stock Availability
We put a lot of care into the furniture we make. Because we aren't a mass-production brand, we do things a little differently, and we want to be upfront about how our delivery and stock work.
Standard In-Stock Items: We aim for next-day delivery; however, please expect dispatch within 3 days. This is subject to what we have on the shelf at the time and excludes heavier or oversized pieces that require specialist handling.
Handcrafted & Out-of-Stock Items: If a piece is out of stock or being crafted to order, we aim for an 8 to 12 week period, and in some cases that can take up to 16 weeks.. This is subject to our Delays Beyond Our Control (Force Majeure) policy, which you can find further down in these terms.
Unique Quality: We work with natural materials like mango wood. Because every piece is handmade, no two items are exactly the same. We take our time to make sure your product is built to last for many years.
Stock Fluctuations: As an online-only brand, our stock levels move up and down quickly depending on demand.
Checking Availability: While "Henry," our AI assistant, is great for general questions, he doesn't have a live link to our workshop inventory.
The Best Way to Order: To be 100% sure that your item is ready to go, please send us a quick email here before you place your order. We’d much rather have a quick chat with you to confirm everything is perfect.
International Enquiries
At present, our UK website only processes orders for domestic delivery. However, we are actively developing our dedicated US and EU platforms. Because we maintain secure warehouse facilities across the UK, Germany, and the United States, we may still be able to facilitate an international delivery for you. If you are ordering from outside the UK, please contact our team directly to discuss shipping options.
Property Access Liability
It is the customer's strict responsibility to ensure that the dimensions of the ordered furniture can safely clear all entry points, doorways, hallways, and stairwells. If a delivery fails because the item cannot physically fit into the property, the customer will be liable for all return transit and restocking costs.
Natural Timber Variations
Every piece in our collection is individually handcrafted using sustainable, solid mango wood. Because timber is a live, organic material, unique variations in grain, shading, knots, and minor surface textures are completely normal and beautiful characteristics of the furniture. These natural variations are part of the individual story of your piece and are not considered manufacturing defects.
Origin and Climate Adaptation
Our collections are meticulously handcrafted by skilled artisans in India. Because solid wood naturally retains moisture, a piece can experience minor organic movements when it transitions from the tropical climate of India to the cooler, more variable environmental conditions of the United Kingdom.
Environmental Liability Disclaimer (Please Read Carefully)
When your furniture arrives at your UK address, the timber must be allowed time to safely acclimatise to its new indoor surroundings. Solid timber naturally expands and contracts in response to changes in room temperature and indoor air humidity.
By placing an order on our website, you explicitly acknowledge and agree to the following conditions regarding solid wood behaviour:
No Returns for Natural Movement: Minor structural movements, bowing, warping, expanding, contracting, or small surface splits (hairline cracks) that occur due to environmental changes or temperature adjustments upon arrival in the UK are entirely natural characteristics of solid timber. We may not accept returns, offer exchanges, or issue refunds for furniture experiencing these natural adjustments.
Exclusion of Heat-Related Damage: To protect your furniture from rapid drying or warping, you must never place solid wood pieces directly adjacent to working radiators, fireplaces, underfloor heating elements, or intense, direct sunlight. Damage, severe cracking, or splitting caused by placing furniture near direct heat sources or exposing it to extreme changes in central heating is considered user negligence and is strictly excluded from our returns policy.
Care Obligation: We highly recommend keeping indoor temperatures moderate and avoiding sudden blasts of high central heating during the first 10 to 14 days after your furniture arrives, allowing the wood fibres to stabilize naturally within your space.
We accept all major credit and debit cards to make your checkout secure and straightforward.
Third-Party Financing (Clearpay)
To help you spread the cost of your purchase, we offer interest-free 0% finance options via Clearpay. For more information on how to split your payments, please visit our dedicated Clearpay Page.
When choosing this payment method at checkout, you are entering into a separate agreement directly with them. All specific rules of finance, payment schedules, late fees, and eligibility criteria are governed entirely by Clearpay's respective policy and terms.
1. Our Commitment to Your Order
The moment you complete your purchase on our website, our workshop goes to work. Because order placement immediately triggers automated processes, including selecting premium leather hides, allocating all the materials and fillings, and scheduling our artisans, orders are considered a firm commitment and cannot be modified or cancelled.
2. Standard Orders & Quick-Ship Items
To ensure your items reach you as quickly as possible, our fulfillment pipeline is fully automated. The moment your order is processed, it is securely locked into our shipping queue and cannot be manually intercepted. Please note that refusing delivery of a shipped package does not cancel your order or trigger a refund.
3. Custom & Bespoke Creations
Bespoke pieces are tailored exclusively for you to your exact specifications. Because these creations require immediate custom leather cutting, dedicated artisan tailoring, and your selected feather-blend filling, we cannot accept cancellations, changes, or returns. Any deposits made are non-refundable, and the full balance remains due.
4. Made-to-Order Pieces
Made-to-order items trigger immediate raw material sourcing and production scheduling dedicated specifically to your home. Crafting these items requires allocating premium leather and down components right away, meaning these orders are treated the same as custom pieces and cannot be changed or cancelled.
5. Backorders
If an item is on backorder, you may request a cancellation only if the crafting process has not yet begun, materials (such as your specific leather batch or feather filling) have not been allocated, and shipping documents have not been generated. Once any part of the production or shipping process begins, the order is safely locked into our system.
6. Large Volume & Multi-Box Orders
Large-scale or multi-item orders require significant upfront coordination in our workshop, including dedicated leather tanning, bulk feather-filling allocation, strict quality assurance testing, and specialised transport booking. Because of this dedicated resource allocation, large volume orders cannot be cancelled once placed, and all deposits are non-refundable.
7. Orders Already in Transit
Once your order has left our fulfillment centers or has been collected by our delivery partners, it is on its way to you and cannot be recalled. Refusing the shipment at your door does not constitute a valid cancellation. Refused home deliveries will be handled under our Failed Delivery Policy, further down.
8. Unexpected Shipping Delays
While we always aim to deliver on schedule, orders cannot be cancelled due to unexpected transit delays outside of our direct control (such as carrier delays, severe weather, port congestion, or customs checks). This policy applies to all handcrafted leather and down products, custom orders, and items already in transit to you.
When you place a custom or bespoke order with us, the piece is individualised specifically for you. Once the physical construction of your bespoke furniture has begun, the order cannot be cancelled, amended, or refunded. This policy ensures the integrity of our handcrafted production process and respects the time dedicated by our craftsmen to your custom piece.
We take immense pride in the quality of our handcrafted furniture. However, if a piece arrives damaged, has a defect, or isn't quite right for your space, we offer a transparent, structured returns process to resolve it quickly.
1. How to Log a Return
All returns must be formally requested via our dedicated email channel.
Submission Method: Your claim must be submitted to us on email by clicking here. Please note that requests made via website live chat widgets or other channels cannot be accepted.
2. Strict Deadlines for Claims
To ensure your claim is processed, you must send your email with complete information and evidence within the correct time window:
Defects and Transit Damages: We accept return requests for genuine defects, transit damage, or missing parts within a 28-day window from your delivery date.
Initial Reporting: To ensure a swift resolution with our logistics partners, please report any visible delivery damage or missing components within 2 working days of receipt whenever possible. Weekends and England bank holidays are not counted as working days.
Regrettably, we cannot accept any claims or return requests submitted after this 28-day window has closed.
3. Required Evidence for Submission
Incorrect or incomplete email submissions may be rejected. To launch your claim successfully, your email must include:
Your original Order Number / PO number.
The exact SKU or Product Code of the item.
A concise description of the issue.
Four clear photos or videos of the product itself.
Four clear photos of the packaging (ensuring the shipping label is completely visible).
4. Original Packaging & Condition
Items must be returned unaltered, in their original packaging, and in the exact same condition as delivered. Our courier partners require the original packaging to safely transport these premium materials; we cannot collect unboxed items. Modifying, adjusting, or attempting to repair the furniture yourself will immediately invalidate your return request.
5. RMA & Collection Logistics
Approved Returns: If your claim is approved, we will issue a Return Merchandise Authorisation (RMA) number via email and arrange for a collection.
Original Address Only: Collections will only be made from the original delivery address. If the product has been moved to a different location, the return is immediately void.
Unapproved Returns: Goods returned to our hubs without an approved RMA will be strictly refused. Do not arrange your own courier unless we explicitly instruct you to do so in writing.
6. Transit Damage & Assembly Guidance
If a piece arrives with damage sustained during transit, please photograph it immediately before moving it. For any items that require partial home assembly, please inspect every component thoroughly before you begin building. Once assembly has commenced, we may be unable to provide individual replacements or accept a return.
7. Manufacturing Defects vs. Handmade Character
If you discover a genuine manufacturing defect within your 28-day window, your claim will be reviewed by our dedicated Returns Team. However, please review our Handmade Products guidance before submitting. Because our furniture is meticulously handcrafted from premium solid wood, normal artisanal variations (such as unique grain patterns, natural knots, and minor organic textures) are a hallmark of authenticity and are not classified as defects.
8. Returns Liability
We reserve the right to decline any returns that do not comply with these guidelines. If a return is refused, the item will be sent back to your address at your own expense. All accepted returns must be handled via our tracked network; we cannot issue a refund, credit, or exchange for items that do not safely reach our warehouse.
While we work hard to keep our digital catalogue fully updated, all orders are subject to a final availability check once placed.
Out-of-Stock and Made-to-Order Pieces
If your chosen item is not currently in stock, it will be individually handmade to order by our skilled artisans in India. We aim to ship and deliver your piece within 8 to 12 weeks, a timeline that accounts for dedicated production and ocean freight transit to the UK for final DHL fulfilment. Please note that in exceptional circumstances beyond our control, such as adverse weather, artisan workload, or shipping lane disruptions, delivery can take up to 16 weeks. We appreciate your patience while your piece is crafted.
Delays Beyond Our Control (Force Majeure)
In rare circumstances, international shipping schedules may be disrupted by events entirely outside of our control, such as global conflicts or shipping lane diversions. Should these external disruptions impact your delivery schedule and cause your order to take longer than the standard window, we cannot be held liable for the delay. However, we promise to actively monitor the situation and keep you regularly updated on your order's journey.
UK Arrival Notification
We will always contact you directly the moment your product arrives safely at our UK warehouse to confirm that your shipment is ready for its final mainland dispatch.
Order Cancellation and Refunds
If an item faces an unexpected production cancellation or we cannot fulfil your order for any reason, we will notify you immediately. In the rare event that we cannot supply your chosen piece, we will issue a full refund to your original payment method right away.
From time to time, we welcome new members to the Leather & Down community with exclusive incentives.
The Welcome Offer: Upon subscribing to our regular newsletter, you will receive a £20 discount applicable to your first purchase, provided the total order value exceeds £250.
We’ll email you a discount code to use on your first purchase. Simply enter the code at checkout to apply your discount.
If you experience any issues with the code, please feel free to complete your purchase without it. We’ll then refund the discount amount back to your original payment method as soon as possible, please do contact us with your order number and name if this is the case.
If you have any other questions or need assistance, please contact us directly at sales@leatheranddown.co.uk and we’ll be happy to help.
Conditions: This is a one-time promotional code per household and cannot be combined with any other active discounts, trade pricing, or ongoing sales. We reserve the right to amend these terms or withdraw the incentive at our discretion.
Leather & Down was founded on a simple appreciation for contemporary, stylish design and lasting materials. As an online-only studio, building trustworthy, enduring relationships with our customers is at the absolute centre of what we do. We value every piece of feedback we receive and use it directly to refine our collections and improve our service.
If you have any questions about these terms, or if you need clarity on a specific policy before ordering, please get in touch with us or with Henry via the live chat widget on our website.
At our core, we blend local, ethical craftsmanship with an international logistics network to bring handcrafted luxury directly to your home. We are proud to offer complimentary standard delivery on our collections. This allows us to share our story of sustainability, premium materials, and artisan excellence without adding extra shipping fees at checkout.
However, while complimentary delivery is a core part of our service, the reality is that specialised logistics, premium handling, and transit resources come at a substantial cost to our business.
What is a Failed Delivery or Collection?
A failed delivery or collection occurs when a scheduled, confirmed attempt cannot be completed due to factors outside our control. This includes:
Incorrect or incomplete delivery address details provided at checkout.
No one being available to receive and sign for the items during the notified delivery window.
Failure to be present or have the items ready for a pre-arranged collection.
In these instances, our logistics partners have already deployed vehicles, drivers, and specialised handling staff to transport your leather and down pieces.
Why We Charge a Fee
When a delivery cannot be completed, the costs charged by our global transport networks are entirely non-refundable to us. Because we handcraft our furniture to order and keep our pricing as fair as possible, we cannot absorb these repeated, out-of-pocket transit expenses.
Therefore, a failed delivery or collection charge is applied. This fee goes directly towards recovering the exact costs billed to us by our delivery networks, alongside the administrative expenses involved in re-routing, storing, and rescheduling your order.
Holding these standards ensures we can protect our workshop's logistics network and continue offering complimentary delivery to all of our customers.
Applicable Fees
Depending on the size, weight, and volume of your ordered items, the following fees will be deducted from your store credit or billed prior to a secondary delivery attempt:
Standard & Multi-Box Shipments: £20.00 – £150.00 (per failed attempt)
To guarantee the integrity of your furniture, every piece undergoes a multi-stage treatment and fumigation process before it leaves our workshops. We strictly adhere to all international wood-product and biosecurity standards to protect both the raw materials and your home from any organic or pest issues.
Coverage Window
In the highly unlikely event that a natural wood pest is detected, we offer a 90-calendar-day coverage window from the exact date of your delivery. Any suspected issues must be reported to our customer care team within this 90-day period to be eligible for review.
Reporting & Evidence
To help us investigate and resolve the matter quickly, we require clear visual evidence of the issue. When contacting us, please provide:
Clear photos or videos showing the suspected pests, active bore-holes, or frass (wood dust).
Brief environmental details regarding where the item has been placed or stored since delivery.
Verification & Remedy
Once our quality control team verifies the presence of an infestation from production, we want to make things right immediately. You will be able to choose from the following remedies:
A full refund for the affected item.
A direct replacement of the same piece.
An alternative item from our collection of equal value.
We will coordinate and arrange the collection of the affected goods at absolutely no cost to you.
Exclusions
This policy is specifically designed to protect against issues originating from our production pipeline. Consequently, infestations introduced by external factors after successful delivery, or issues arising from misuse, damp environments, or improper storage in a customer's home, are not covered under this policy.
Policy Updates
To maintain our high standards of service and compliance, we reserve the right to amend the specifics of this policy at any time. The version published on our website at the time of your report will be considered the controlling policy.
Because our pieces are handcrafted using premium materials, our production process begins almost immediately after your order is placed. Once production has commenced, your order is locked into our workshops and cannot be cancelled, modified, or reversed due to a change of mind.
We do not operate on a sale-or-return basis. If you change your mind or refuse delivery of a non-faulty item after production has begun or the item has shipped, you remain fully obligated to accept the goods. Items returned to our hubs under these unauthorised circumstances are graded as having nominal residual value, meaning no refund or store credit can be issued, and applicable wasted delivery and handling fees will apply.
Address Changes & Rerouting
To ensure our handcrafted furniture pieces are dispatched efficiently, our logistics pipeline is automated. Once your item has left our workshops or fulfilment centres, details cannot be altered.
Rerouting Attempts: If requested, we will make every effort to reroute a shipment with our carriers.
Delivery Status: If delivery occurs at the original address provided and recovery is impossible due to non-cooperation at the location, delivery is contractually deemed completed. Product liability rests entirely with you.
