Your order
Order Status
Where your order is, and what happens next. Everything you need is in the confirmation email we sent you.
The short version
Three stages
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01
Confirmed
You receive an order confirmation within minutes, with a link that always shows the current state of your order.
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02
In preparation
Stock pieces are picked and checked. Made-to-order covers move into production. This is the longest step.
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03
Ready to deliver
We contact you to agree a delivery day and a time window, then confirm it in writing.
Where your order is, and what happens next.
Track your order
Every confirmation email contains a link to your order. Open that link for the current status and the tracking reference once the piece has left the workshop.
What each stage means
- Confirmed. Payment taken and your piece reserved or scheduled into production.
- In production. Applies to made-to-order pieces. Changes are no longer possible from this point.
- Ready. The piece is with our delivery partner, who will contact you to agree a date and a time window.
- Out for delivery. Scheduled for the agreed slot.
- Delivered. Handed over at your address.
Changing a delivery date
Once a slot is agreed, changes go through our delivery partner. Give us at least 2 working days’ notice to move a booked slot; inside that window the appointment may have to be rebooked to the next available date.
Delay
If a lead time moves, we tell you rather than waiting for you to ask. If your order is past its stated lead time and you have not heard from us, write from the contact page with your order number. We answer within one working day.
Something is wrong with the delivery
Use report a problem. Transport damage should reach us within 7 days.
Can I still change my order?
Until a made-to-order cover is cut, yes. Write to client services with your order number as soon as you know, and we will tell you what is still possible.
Can I change the delivery address?
Up to the point where the delivery day is confirmed. After that we may need to reschedule the appointment.
Can somebody else take the delivery?
Yes, as long as they can tell the team where each piece goes. Send us their name in advance.