Shipping is currently UK ONLY but if you have your eye on something please let us know and we’ll try and help.
Ordering
To place an order, simply add your item to your shopping basket on our website and then check out. Please see our shipping costs before placing your order. We unfortunately cannot take orders by phone but please do call us if you need any help or guidance. Our number is 07803 560821.
Delivery
Please allow up to 28 days for delivery. We always endeavour to deliver sooner than this. Please note, changes to an address cannot be made after 48 hours of order receipt. Once your order has shipped, we cannot make changes to the order.
We work hard to update our site often to reflect the most accurate stock and estimated shipping timeframes. Changes to an estimated shipping time frame attributed to a delay in production may occur and are subject to change. We will notify you of any changes to the item(s) in your order and ship any available items.
If you need your order urgently please contact us before placing the order and we may be able to quote for a faster delivery.
Payment
All prices and payments are in pounds sterling and include VAT where applicable. The following credit and debit cards are accepted:
MasterCard, Maestro (Domestic), Maestro International (only with SecureCode), Visa, Visa Debit, Visa Electron Solo and JCB.
All payments details are encrypted and secured by Stripe which is a PCI Service Provider Level 1 which is the highest grade of payment processing security, consequently for internet transactions none of your card details are held by Tin Coast Design or on our website.
Confirmation
For internet orders you will receive a confirmation e-mail prior to dispatch and an invoice with the order.
Cancellation Policy Relating To Bespoke Items
No refunds or exchanges can be given on bespoke items that have been made to your specifications unless there is a manufacturing fault or the items are not what you ordered.
If you wish to cancel your order after you have paid either a deposit or made full payment you may cancel within 24 hours of payment. Please let us know by contacting us by email stating the reasons for cancellation. Cancellations may be made by phone but must also be emailed through to us in order to confirm your wishes in writing.
Bespoke items can not be cancelled after 24 hours of placing your order as manufacturing will have begun.
When 24 hours has elapsed after placing your order with us no refund or exchanges can be given if you have changed your mind or your circumstances have altered. It is not normally possible to make alterations to sizes or finishes after 24 hours has elapsed.
If goods are found to be faulty or defective the customer will have the right to receive a full refund or an exchange. Where the defect is deemed small or easily rectified we will have the right carry out these works and remedy the problem.
**Delivery Terms and Conditions**
We use a combination of delivery options depending on the size and weight of your order
Small Parcel – £4.95 & Extra Small Parcel 3.95
For smaller items and our standard UK delivery we use Royal Mail first or second class delivery. This is usually a signed for service. If you are not in to take delivery of the package Royal Mail should leave a red calling card. The item will be taken to your local depot to be collected in person. Or you can contact Royal Mail directly to arrange re delivery of the item.
Should your order not be successfully delivered to you and consequently returned to Tin Cost Design, we will ask you to pay an additional delivery charge for a resend.
Large Parcel – £10.95 & Extra Large Parcel £20.00
This delivery service is tracked to your door and if you are not in to take delivery of the package the courier should leave a contact calling card. This is a signed for service, after two attempts the item will be delivered back to Tin Coast Design or sent to a collection centre for you to collect within timeframes dictated by the courier company.
Should your order not be successfully delivered to you and consequently returned to Tin Coast Design– we will ask you to pay an additional delivery charge for a resend.
Small Pallet – £40.00
Pallet service for small items of furniture and other items too large to post.
After your order we will contact you directly to schedule a specific delivery day. Pallets will be delivered to the curb outside your house, after the driver has confirmed you are home to receive the delivery.
This is a signed for service. If no one is at home they will leave a card with their contact details to reschedule. After two attempts the item will be delivered back to Tin Coast Design.
Pallets are delivered Monday to Friday between 8 and and 6pm on a date previously agreed with you. There is no exact timing available for a pallet delivery. If you wish to request an am or pm delivery then there will be an additional charge of £25.
The courier will not remove the pallet or the packaging from your delivery address. They are not obliged to move the delivery into your home.
Should your order not be successfully delivered to you and consequently returned to Tin Coast Design – we will ask you to pay an additional delivery charge for a resend.
Large Pallet – £60.00
Pallet service for medium sized items of furniture
After your order we will contact you directly to schedule a specific delivery day. Pallets will be delivered to the curb outside your house, after the driver has confirmed you are home to receive the delivery.
This is a signed for service. If no one is at home they will leave a card with their contact details to reschedule. After two attempts the item will be delivered back to Tin Coast Design.
Pallets are delivered Monday to Friday between 8 and and 6pm on a date previously agreed with you. There is no exact timing available for a pallet delivery. If you wish to request an am or pm delivery then there will be an additional charge of £25.
The courier will not remove the pallet or the packaging from your delivery address. They are not obliged to move the delivery into your home.
Should your order not be successfully delivered to you and consequently returned to Tin Coast Design – we will ask you to pay an additional delivery charge for a resend.
Special Delivery – For extra large or fragile furniture
We will contact you within 48-72 hours with a delivery quote and if you agree we will then schedule a specific delivery slot with you. A private courier will deliver our larger items of furniture and/or fragile items. Smaller items also ordered may be delivered separately depending on their size.
The lead time for this service is up to 28 days depending on your location and availability.
Please note that this item is large and heavy. Please make sure before buying it that it will fit and can be manoeuvred into the room it is intended for. The customer will nee to provide 1 strong able bodied person(s) for our driver to assist with carrying.
As you place your order, please be sure to fill in the ‘comments’ box with any specific delivery requests or useful information. Please indicate for example which floor you are on, how many flights of stairs need to be climbed. Are there any parking restrictions outside the delivery address, will the driver be able to pull up directly outside the address. Is there a lift? The more information you give us about your delivery address the easier it is for everyone and we can get the right quote to you first time.
If you require us to send two men on the delivery with your item of furniture we will be happy to give you a quotation for a two man delivery (additional costs will apply).
Home Delivery Terms & Conditions
Please note that all items delivered beyond the threshold of your home are carried out at your own risk. The following handy little check list will help to ensure that we conduct a successful delivery into your home.
ADEQUATE FLOOR PROTECTION – Please ensure you have placed adequate covering to protect your lovely flooring or carpets. Due to health and Safety the delivery team cannot remove any clothing or footwear.
BREAKABLE OBJECTS – Knocks and falls sometimes happen so it’s always best to remove anything that might break, or get damaged along the delivery pathway before the team arrives.
ACCESS IN PROPERTY – Please let us know before ordering if you have any access issues. Alert us to twisty passages, low doorways and dog-leg stairs. We will not be able to refund you if the item does not fit into your home or into it’s final location, so please ask away about dimensions before you buy. You also need to make sure our delivery van can make it close enough to your home. Please speak to us beforehand if you’re not sure. Should our logistics team feel that there is a danger to your property and equally to them in delivering large items upstairs, they may refuse to do so.
ACCESS ISSUES AND CUSTOMER DECLARATION – We encourage our drivers to go above and beyond to make sure your delivery goes as smoothly as possible, but sometimes their dedication to help get your furniture in place could result in an accidental mark or two on your walls if your access is very narrow. If you would like to proceed please do so knowing that there is a chance that something may get damaged or marked. If you would prefer not to take this risk then we will only be able to deliver the goods to your front door.
PARKING – If your property has parking restrictions, it’s very important that you let us know in advance so we can plan. If a parking permit is required, you must arrange this. Any problems with parking availability which result in a failed delivery or parking ticket, will be chargeable to the customer.
FAILED DELIVERIES – Failed deliveries unfortunately come with a cost. With route planning, vehicle space allocation, drivers road time, there are costs which we cannot claw back. If you need to make changes to your delivery date, please give us plenty of notice to avoid lost fees.
DELAYED DELIVERIES AT CUSTOMERS REQUEST – If your order is ready for delivery but you realise you need a bit more time to finish your home renovation, just let us know! We have limited warehouse facilities. If you cannot take delivery straight at the previously agreed time please let us know as soon as possible. Sometimes we are happy to store your items for a limited time (free of charge) to help you out!
We reserve the right to charge storage fees of up to £125 per item, per week. This can be discussed when required.
For delivery to the Republic of Ireland, please email us at tincoastdesignorders@gmail.com
PLEASE NOTE THAT ORDERS CANNOT BE COLLECTED FROM OUR SHOP IN CORNWALL
Returns
If goods are found damaged on receipt please contact us immediately.
Our email address is: Tincoastdesignorders@gmail.com
Our phone number is: 07803 560821
Our return address:
Tin Coast Design, 4 Alexandra Road, Penzance, Cornwall TR18 2QA
Please make sure that your return parcel is insured and that you obtain proof of posting on returning your order.
We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached us.
You can return products for any other reason within 14 days of receipt of the order providing the product is in its original condition.
Please make sure that your return parcel is insured and that you obtain proof of posting on returning your order. The cost of the product will be refunded within 10 days of the receipt of the return.
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.
Please repack your item with care using all the original packaging, as the goods are your responsibility until they reach us. Please ensure that you package your return to prevent any damage to the items or boxes.
If an item is not packaged correctly and has been damaged in transit back to us, we will contact you and may need to either return the product to you, or only issue a partial refund via credit note.
We regret that we cannot accept any undamaged items returned to us after 28 days of receipt of the order. After this, no refunds or credit notes can be issued.
We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email.
We cannot accept returns of washed and/or used textiles (bedding, cushions, towels, etc…), door mats, candles etc.
Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at Tin Coast Design’s discretion.
If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call us on 07803560821 or inform us via email tincoastdesignorders@gmail.com. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund via your original method of payment.
If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery.
We cannot be held responsible for goods lost in transit so please use a tracked service and ensure that your parcel is insured.
Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by Tin Coast Design.
Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimer on product variation due to their organic nature.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.
Please note, under the Consumer Rights Act 2015, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement or a refund.
We cannot be held responsible for items that are damaged due to the result of normal wear and tear.
Please make sure to read all care instructions on the product page and any disclaimer on product variation due to their organic nature.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.
