Every piece that leaves our workshop has been turned by hand from a single piece of solid wood, so we take as much care packing it as we did make it. Here's everything you need to know about getting a piece to you, and other details.
Dispatch times
Ready-to-ship pieces (shown as in stock) are packed and dispatched within 3-5 working days.
Made-to-order pieces ship within 2-3 weeks of your order, as already noted on those specific listings.
You'll receive a dispatch confirmation by email with tracking information as soon as your piece is on its way.
UK Delivery
UK orders are sent via Royal Mail, fully insured tracked and signed for. Arriving within 3-5 working days from dispatched. Shipping costs are calculated at checkout.
International shipping
We ship worldwide, including to restaurants and trade clients outside the UK. For customers in the EU, due to new and complicated European Union packaging regulations we ask you to get in contact with us directly before or as part of the ordering process.
International orders are sent via trusted couriers like DHL, Fedex and UPS depending of the country of delivery. Parcels are all fully insured, tracked and signed for. Orders will usually arrive within 5-10 working days from dispatched, however customs delay out of our control may influence this. Shipping costs are calculated at checkout. Customers are responsible for any import duties or taxes.
Packaging
Every piece is hand-wrapped and boxed to protect it in transit. Because each item is one-off, we take extra care with all of our pieces, large or small. All our packaging is made of sustainable, recyclable or biodegradable materials. Working with nature is at the core of our business and our packaging is also reflective of this.
Returns and Exchanges
If a piece isn't right for you, we accept returns within 14 days of delivery.
To be eligible, the piece must be unused, in its original packaging, and in the same condition you received it. Get in touch with us first, and we'll talk you through the return.
● Refunds are issued to your original payment method once we've received the piece back.
● You're responsible for return postage costs unless the piece arrived damaged or faulty (see below).
● If the piece did not arrive damage but you still wish to return it, a restocking fee of 20% of the sale price will be subtracted from the refund.
Damage on Arrival
If your piece arrives damaged, please let us know within 48 hours or receipt so we can help make things right. Take a photo of the damage area in the piece and also the packaging to send us. We'll arrange a replacement or a full refund, including return postage, at no cost to you.
Bespoke Pieces
Pieces made to a specific brief — a bespoke commission, a restaurant tableware order, or anything made to your own specification — follow a different policy to our ready-made and made-to-order shop pieces.
If you're a restaurant or trade client working on a bespoke order, please get in touch directly and we'll agree everything in writing before work begins.
Get In Touch
If anything above doesn't cover your situation, or your piece needs anything at all, just email us at Hello@birdandbranch.london we'd always rather sort it out directly than have you stuck reading small print.