Help and Information
Problems with ordering?
If you are having problems adding items in to your basket or checking out, please ensure you have cookies enabled. Occasionally the cookies may not work as expected and if you find you are still having difficulty checking out please follow these instructions for clearing your cookies. This should fix any problems you are having, but if not please call us on 01531 632083 or email us at info@tinsmiths.co.uk and we will be pleased to help.
Online orders
As soon as you have placed an order you will receive a confirmation email informing you that we have received your order. Please keep it in a safe place as we may ask you for information from it in any correspondence. If you do not receive this email please contact info@tinsmiths.co.uk so that we may investigate and confirm that your order has been placed successfully. If an item that you have ordered is temporarily out of stock we will get in touch with you to advise you of the earliest possible delivery date if you are not satisfied with this date, we offer you the option of cancelling the order and refunding your card.
Swatch Ordering
You can order up to three swatches free of charge; for up to 8 swatches the cost is £3.00. We will send up to a maximum of 8 swatches. Ordering fabric without requesting a swatch is not recommended and cut lengths of fabric are not returnable unless faulty, see our terms and conditions.
Delivery
We are pleased to offer delivery of online orders to anywhere in the UK and to many countries worldwide. For small items and orders we use Royal mail with a proof of postage, for large items and orders we currently work with Interlink who provide a fully traceable and insured service for UK deliveries. Interlink deliver between 9am and 3pm, Monday to Friday in the UK. Delivery costs for standard lighting orders are £6.50, for up to 3 metres of fabric £6.50, for 3-8 metres £9.50 and for over 8 metres and oilcloth £12.50. Small items can be sent by second class post at a cost of £3.95.
To ensure that oilcloths and fabric orders over 8m arrive uncreased and in good condition they will always be put on a roll; this means that they automatically fall into the higher charge band for delivery. EU and International delivery times are made during standard business hours, which vary from country to country. Please note that delivery costs to the Channel Isles, The Isle of Man, Scottish Highlands and Islands are not included our rates for the UK and will be advised by e-mail or phone call at time of order.
You should expect your order within 7-10 working days of placing it, if there is a delay we will contact you either by telephone or email – please double check the telephone number you give with your order, adding a mobile number if possible. If your order is required urgently please contact us either by telephone: 01531 632083 or via email info@tinsmiths.co.uk European and international orders may take a little longer to get to their destination.
A signature is required to acknowledge receipt of goods and if there is a better day for a delivery to take place then please let us know either by telephone: 01531 632083 or via email info@tinsmiths.co.uk. If no one is available to sign for the goods at the delivery address, Interlink will leave a card. Simply call the number on the card, quoting the card reference number to re-arrange delivery.
Occasionally, circumstances beyond our control can delay the delivery date. If this happens, we will endeavor to keep you informed. We cannot however accept liability for any loss or inconvenience that may result from the delay.
If you have any further enquiries please contact us either by telephone: 01531 632083 or via email info@tinsmiths.co.uk
Returns
N.B. Returns received after 21st December 2012 will be processed on our return from the Christmas/New Year break ie. from 2nd January 2013
Returns fall into one of two categories:
- Damaged or Faulty Goods - All Lighting orders must be checked for damage in transit within 48 hours of receipt.
Many of the items that Tinsmiths send out are fragile and whilst we pack each order with care and thought breakages do occasionally occur - We ask that you check your parcels contents carefully on arrival and let us know of any breakages or shortages within 48 hours – either via email info@tinsmiths.co.uk or call 01531 632083 (shop hours). Tinsmiths reserves the right not to refund or replace items/orders not checked within 48 hours and later found to be damaged or incomplete. - Unsuitable Goods
If your Tinsmiths purchase was unsuitable please follow the instructions below:
To receive a refund you must return the goods within 28 days of receipt of the order. Please note that your original delivery charges will not be refunded. All goods returned must be in a perfect and saleable condition with the original product packaging and instructions where appropriate.
If the goods do not reach us in a perfect and saleable condition and in their original packaging, then your right to a full refund may be affected. We reserve the right to charge a restocking fee of 20% on large 'business to business' orders of lighting (£600+) if returned.
Please note that your right to return products does NOT apply to products that fall into the following categories unless they are faulty:
- Curtains and blinds made to your specification.
- Cut lengths of fabric - faulty fabric can be returned but fabric should be checked prior to cutting, cut fabric cannot be returned even if faulty.
- All upholstery.
- Gift vouchers and non-stock items.
Goods must be returned with your returns form and copy of order confirmation email to the address below.
Tinsmiths, 8a High Street, Ledbury, Herefordshire. HR8 1DS
When returning by post, the parcel and its contents are your responsibility until they reach us. The cost of returning the goods is at your expense. This does not affect your statutory rights. We recommend using registered post and retaining the proof of postage as we may require signed proof of delivery. Tinsmiths is not responsible for returned goods being lost or damaged in transit.
Trade Orders
Tinsmiths works extensively with architects and interior designers on all stages of building projects. We offer genuine product advice and information to help gain the best for everyone. We cannot show all of our products via the website, so please call and discuss your requirements. For new build projects, we are able to offer exclusively low energy light fittings in line with recent legislation. Tinsmiths does not provide credit account facilities.
Ethical policy
Tinsmiths is committed to minimising the impact of its activities on the environment.
The key points of its strategy to achieve this are:
- Minimise waste by evaluating operations and ensuring they are as efficient as possible.
- Actively promote recycling both internally and amongst its customers and suppliers – because we reuse as much as possible of the packaging that our orders come in, this may mean that your parcel may look rather unconventional.
- Source and promote a product range to minimise the environmental impact of both production and distribution. We try to maintain a product range that is 70% or more UK made, with as much as possible of the remainder from a group of excellent Fairtrade suppliers.
- We will only use animal products which are a by-product of the meat industry. We don't use skins or pelts of animals which are raised solely for obtaining their skins. Products such as sheepskin and stag horn come from animals which have been raised for meat.