Touchwood Policy: 'The small print Stuff'
We will refund your payment in full and arrange collection / return of the parcel to us if your box is not as ordered or there is a problem. Please let us know as soon as possible if there is a problem and we will do our very best to sort it out. If problem cannot be fixed we will make you a replacement box as soon as possible, or arrange for the return of your box and issue a full refund of the cost.
We have made our packaging as 'bomb proof' as possible, but If the parcel has been damaged in transit please ensure that a note is made on the couriers / your copy of the delivery note, to the effect that: 'the parcel was damaged in transit. Please supply us with a copy of the delivery note and if possible photographs of the damaged parcel and contents. We will then instigate the insurance claims procedure and arrange for collection of your parcel, and make you another box with the utmost urgency.
If you are in any other way unhappy with your box, or simply find that you have changed your mind, please contact us and we will tell you how to return the box to us. (At your Cost) . Once the box is received back in an undamaged condition, we will refund the purchase price.
Apart from incorrect to order, faulty or damage in transit we do not offer refunds on 'made to order boxes'
PLEASE CONTACT US AS SOON AS POSSIBLE TO RESOLVE ANY PROBLEMS, AS WE WANT YOU TO BE A HAPPY CUSTOMER.
We make our boxes on a first come first served basis which at times can involve a wait of 1-10 weeks. However if you require one urgently for a 'special occasion' or a 'forgotten occasion' (blokes), please contact us as we will try our very best to oblige. We do try to keep a selection of our 'ready made' Special Offer boxes in stock to enable 'off the shelf' delivery but it does not always work out that way. So please check before ordering.
Due to our policy of constant improvement, details may vary from those shown on the web site, if you have specific requirements please check with us before ordering.
Please be aware that due to variations in image reproduction on computer monitors / settings, the actual colour of our boxes may differ significantly. If you require a better idea of the colours achieved with our hand waxed finish please request a sample colour strip prior to ordering.
Please also be aware that: Wood & beeswax being natural products will never reproduce colour and appearance exactly or predictably, and you can expect significant variations even from one side of a piece of wood to the other. Every one of our boxes is individual & unique. You may find small cracks or splits which can also develop over time also natural blemishes & knots, tooling / machinery marks etc ---- such is the nature, beauty and character of real wood, hand made just for you.
Be advised that we no longer offer a 'Dark Oak finish' due to occasional wide variations in colour & finish,
Contents shown in some of our images are for display purposes only and are not included in the cost of the box.
If in any doubt, require assistance or have any comments, suggestions, or heaven forbid, problems, please contact us as we will be pleased to hear from and assist you.
Roy & Jean @ Touchwood
Roy & Jean