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1. How do I place an order?
Browse our website, select the product you would like to purchase and choose any available options, such as size, timber, engraving or personalisation.
Add the item to your basket and proceed to checkout, where you can enter your delivery and payment details.
For products made to your own measurements, please check all measurements carefully before placing your order.
For more information about orders, personalised products and customer-supplied measurements, please see our Terms & Conditions.
2. What payment methods do you accept?
The payment methods currently available will be displayed at checkout.
Depending on your device and location, these may include major credit and debit cards and digital payment methods such as Apple Pay and Google Pay.
Simply select your preferred available payment method when completing your order.
3. How long will my order take?
Most of our products are handmade to order.
Our normal production lead time is 10–15 working days, unless a different lead time is shown on the individual product page.
This is the manufacturing time, not the courier delivery time. Once your order has been completed, it will be dispatched using the appropriate delivery service.
If you need your order by a particular date, please contact us before ordering.
Full details can be found in our Shipping & Delivery Policy.
4. Do you offer Fast Track?
Yes. Where available, Fast Track Express can be selected at checkout for an additional charge.
Fast Track is primarily a priority production service, meaning that, where reasonably possible, your order is moved forward in our workshop production queue.
Because different products require different manufacturing processes, Fast Track does not guarantee delivery within a specific number of days unless we have expressly agreed a date with you.
If your order is particularly urgent, please contact us before ordering.
See our Shipping & Delivery Policy for full details.
5. How can I track my order?
We use DPD or DHL for our deliveries unless otherwise stated at the time of ordering.
Our courier deliveries are tracked, and you will normally receive tracking information once your order has been completed and dispatched.
The courier may also contact you directly by email or text message with delivery updates and delivery options.
See our Shipping & Delivery Policy for more information.
6. Do you offer Saturday delivery?
Yes, where available.
Saturday Delivery means your order will be scheduled for delivery on the Saturday nearest to the completion of its normal production lead time.
It does not reduce the manufacturing time or Fast Track your order.
If you need delivery on a specific Saturday, please contact us before ordering.
Full details are in our Shipping & Delivery Policy.
7. Can I ask the courier to leave my order in a safe place?
Where the courier offers this facility, you may be able to nominate a safe place, neighbour or collection point.
Please choose a safe place carefully. If you specifically authorise the courier to leave your parcel in a particular location and they correctly follow those instructions, responsibility for the security of the parcel after delivery will normally pass to you.
If you didn't authorise a safe place and the courier leaves your parcel unattended, please contact us.
Please see our Shipping & Delivery Policy for full details about safe places, failed deliveries and changing delivery arrangements.
8. Do you offer international shipping?
Yes, we ship to a number of international destinations.
Available destinations and delivery charges are normally shown at checkout.
International orders may be subject to customs duties, import taxes or other charges imposed by the destination country. Unless specifically stated otherwise at checkout, these charges are the customer's responsibility.
See our Shipping & Delivery Policy for full details.
9. Can I modify or cancel my order after placing it?
Please contact us as soon as possible if you need to change or cancel an order.
Many of our products are handmade, personalised or manufactured to customer-supplied measurements, so production may begin shortly after we receive your order.
Whether an order can be cancelled or changed depends on the product and whether production or personalisation has begun.
Please see our Returns, Cancellations & Refunds Policy for full details.
10. Can I return an item if I change my mind?
For eligible standard products purchased online, statutory cancellation rights normally apply.
Different rules apply to products that have been personalised, engraved or manufactured to your individual measurements or specification.
For example, a Slot Doorstop manufactured specifically to measurements supplied by you cannot normally be returned simply because you have changed your mind.
This does not affect your statutory rights if there is something wrong with the product.
Please see our Returns, Cancellations & Refunds Policy for full details.
11. What happens if I give you the wrong measurements?
Some of our products, particularly our Slot Doorstops, are manufactured specifically to measurements supplied by you.
If we manufacture the product correctly but you subsequently discover that a measurement you supplied was incorrect, please contact us.
Where the existing product can reasonably be altered, we may be able to correct it using our Customer Specification Correction Service, currently from £50.
Where the product is too small or cannot reasonably be altered, a new product may need to be manufactured and paid for as a new order.
Please see our Returns, Cancellations & Refunds Policy for full details.
12. What happens if you've made my order incorrectly?
If we have made a manufacturing, measurement or personalisation error and your product does not match the information you correctly supplied, please contact us.
We will put the matter right at no cost to you in accordance with your statutory rights.
Where we need the incorrect product returned, we will arrange and pay for its collection.
See our Returns, Cancellations & Refunds Policy for full details.
13. Do you offer gift wrapping or personalised messages?
Gift wrapping and personalised messages are available on selected products.
Where available, the options and any additional charge will be shown on the product page.
Many of our products can also be engraved or personalised. Please check all names, dates, messages and other wording carefully before submitting your order.
14. Do you offer discounts or promotions?
We occasionally run discounts, promotions and special offers.
Where available, details will be shown on our website, newsletter or social media.
15. Do you undertake bespoke work?
Yes. We undertake bespoke work and can manufacture many products to individual requirements.
Please contact us with details of what you have in mind and we can discuss whether it is something we can make.
16. How can I contact you?
If you have a question about a product or an existing order, please contact us:
The Natural Wood Company UK Ltd
Email: info@nwco.co.uk
Telephone: 07957602929If your enquiry relates to an existing order, please include your order number where possible.
For further information, please see our:
- Terms & Conditions
- Shipping & Delivery Policy
- Returns, Cancellations & Refunds Policy
- Privacy Policy
