FAQ

Orders & Shipping

Please note we have had a delay in producing Phlexi Stands in the last few weeks due to COVID 19 closures. As of 25/1/21 we are now back up and running and taking orders for the stand in our lovely new birchwood ply. 

Smaller/post-able items

For smaller items, that can be packaged and postage without too much risk of damage, we use a variety of postal services including Royal Mail, Parcelforce, Hermes and DHL. The price for postage and packing will be displayed when you add your item to your basket, but will also be mentioned in the product listing. We aim to post all items within 3 working days of ordering. If an item arrives damaged, please let us know within 48 hours. 

Large/furniture items – specialist courier delivery.

We use a network of trusted couriers to deliver our large/furniture items throughout the Mainland UK. A flat rate of £25 is applied for all Mainland UK deliveries – however if you are located in Scotland, Wales, Devon, Cornwall or a remote/coastal area, then there may be an extra surcharge – this is to take into account the extra mileage/time required to deliver to these areas. Please contact us prior to ordering if you would like a quotation.

Once you have purchased an item either we, or the courier, will be in touch within the next 7 working days to arrange delivery. Please note that deliveries are usually carried out by a single driver, so assistance may be required for large items. Orders are delivered 7 days a week and at various times of the day, depending on where you are located on the driver’s planned route, so some flexibility is needed please. If you do have any special requirements i.e. if you need a two-person delivery, or help upstairs to another floor, then please contact us ASAP so that we can make special arrangements for you (please note that extra assistance may require a surcharge).

Please note: It is the responsibility of each customer to ensure that the item ordered will fit through all access points and into the space intended. Items cannot be returned because they do not fit.

International delivery

We do NOT currently provide international delivery, and do not have the facilities on site to prepare/package items for delivery overseas. 

Wood care & advice

All wood products need to be treated with care – wood is a natural, living and breathing material. You should avoid placing wood furniture in direct sunlight as this will help maintain colour and avoid fading of the wood/dyes. Please also avoid placing furniture near heat sources such as wood burners, fires, radiators, or directly on underfloor heating, as this can have an adverse effect on the wood.

We advise using coasters and place mats to protect wood from heat and spillages – a table cloth is also advised where there are increased chances of accidents/traffic/spillages.

Damages

Please fully inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received the wrong item. If your item arrived damaged please contact us at happy@wearephlex.com and provide pictures of the packaging and the product damage in your initial email.

Returns

Customised Made to Order Desks are not eligible for return unless they are arrive damaged. Please refer to damages policy above. 

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need your order confirmation email.

To start a return, you can contact us at happy@wearephlex.com so that we can process your refund.  Items sent back to us without first requesting a return may not be accepted.

Please note that, if there is no way of identifying your return, we are unable to process a refund. We, therefore, require that a copy of your confirmation of order email or receipt be printed out and placed inside your package before it is sent back to us. 

 

New items

We want you to be 100% happy with your purchase and will fully refund (or exchange if possible) any NEW item. Please inform us within 14 days of taking delivery that you wish to return an item, by email: happy@wearephlex.com and we will liaise with you to organise the return. Your item must then be returned to us within 7 working days – please note that the buyer will be responsible for paying for shipping costs for returning any purchase. Shipping costs are non-refundable. Once returned to us we will refund the item, less any shipping/delivery charges (unless the goods are faulty or incorrect) within 14 working days. We cannot be held responsible for any returned items that are lost in transit, so please ensure that you obtain a proof of postage, and use a delivery service that provides an online tracking service and signature upon delivery.

7.2 Up-cycled or made-to-order items

For upcycled items we can ONLY offer a refund if your item is not as described or (in the unlikely event) damaged upon delivery. To process a refund we must be notified within 24 hours of delivery by email: happy@wearephlex.com, we will then liaise with you directly to arrange the return and refund of the item.

Please note:

– for re-upholstered items, it is your responsibility to request fabric samples before making a purchase – you cannot return an item because you don’t like the chosen fabric.

– It is the responsibility of each customer to ensure that the item ordered will fit through all access points and into the space intended. Sorry, but items cannot be returned because they do not fit.

7.3 Discounted / Sale Items

Only regular priced NEW items may be returned. Unfortunately we are not able to offer returns on items that are discounted or on sale.

7.4 Stored items

If you want us to store any furniture that you have bought to collect/be delivered at a later date, then our return policy will not be valid on items stored for more than three weeks from the date of purchase. Please contact us for more information.

 

Care for your Phlexi Stand

Your Phlexi Stand is hand-made in the UK by our partners with natural wood. As such there may be small differences from one Stand to the next.  These are not defects – they’re fabulous displays of nature and craftmanship that we hope you’ll appreciate and enjoy.