Shop terms, delivery and returns

Last updated: 5th October 2026

These terms cover purchases from the Hensby Workshop shop, including Peers. They apply when you buy mainly for purposes outside your business or profession. Bespoke commissions also have a written project agreement covering the design, price, schedule and any installation.

Who you are buying from

Your seller is Hensby Workshop Ltd, including when the piece is made by another maker. We handle your order, payment, delivery queries and returns.

Email: info@hensbyworkshop.com
Workshop and returns address: 19 Station Road, London E17 8AA.

Registered in England and Wales, company number 16076248. Registered office: 19 Station Road, London E17 8AA.

Orders and payment

Available, ready-made pieces are paid for in full when ordered. Commissions and bespoke pieces require a 50% deposit, with the remaining 50% payable before delivery. The deposit forms part of the agreed price. Payment terms for standard made-to-order designs are confirmed in your quote before ordering.

Shop prices include VAT where applicable. Any delivery charge is shown at checkout or agreed in a written quote before you commit to the order. Pieces requiring a delivery quote should be ordered through us after that quote is agreed.

You can withdraw your order before we accept it. Your contract begins when we confirm acceptance by email. We will provide the agreed order details and a copy of the applicable terms that you can keep.

Lead times and delivery

Ready-made pieces are available for delivery; the delivery time depends on the destination and service. Commission lead times are typically 8–12 weeks, but vary with the piece and workshop schedule. Contact us for a specific project lead time. We agree the timescale before you commission the work.

We can arrange international delivery, quoted individually. Most medium and large pieces also need an individual delivery quote. For smaller pieces available to buy directly, delivery options and charges are shown at checkout.

Your quote will explain the delivery service, timing, access requirements and whether carrying indoors, assembly or installation is included. International quotes will explain the arrangements for customs duties and local taxes.

Workshop collection is available on request. Please contact us to arrange a suitable time.

Unless we agree a different timescale, we deliver without undue delay and within 30 days of accepting your order. We will contact you if a delay arises. If we miss the agreed deadline, you can give us a reasonable further deadline and cancel for a refund if we miss that too. You can cancel immediately if we refuse delivery or miss a deadline that was essential when the order was agreed.

Where we arrange delivery, the piece remains our responsibility until you, or someone you nominate, physically receives it.

Changing your mind

For ready-made and standard made-to-order purchases made online or by phone, you can cancel without giving a reason from ordering until 14 days after delivery. If one order arrives in separate deliveries, this period ends 14 days after the last item arrives.

Tell us at info@hensbyworkshop.com or by another clear statement. You can use our downloadable cancellation form, but do not have to. Sending your cancellation notice before the deadline is enough.

Unless we have offered to collect the piece, send it back within 14 days of telling us you are cancelling. Returns go to the workshop address above. Please contact us to coordinate the return; this does not make cancellation subject to our approval.

You pay the transport cost for a change-of-mind return. For pieces that cannot normally be posted, we will give you the return cost or a realistic maximum estimate before you order. You are responsible for arranging large-item return transport. If you would like help, we can arrange transport for you and charge you the agreed cost, confirmed before booking.

Please handle the piece only as needed to inspect it and pack it securely for return. Original packaging is helpful but is not required. We may reduce the refund to reflect a loss in value caused by handling beyond reasonable inspection. We do not charge a restocking fee.

Refunds for change-of-mind cancellations

If you cancel the whole order because you change your mind, we refund the item price and the cost of the least expensive delivery service we offered for your order. Any extra amount you chose to pay for an upgraded service is not refunded.

Where you return the goods, we refund without undue delay and within 14 days of receiving them back or receiving evidence that you have sent them back, whichever comes first. If we have offered to collect them, we refund within 14 days of your cancellation notice. Refunds use the original payment method unless you agree otherwise, with no refund fee.

Bespoke commissions

The change-of-mind cancellation right does not apply to pieces genuinely made to your specifications or clearly personalised. Making a standard design after an order is placed does not, by itself, make it bespoke. We will explain which applies before you order.

If you ask to cancel bespoke work, any cancellation charge will reflect reasonable losses directly caused by cancellation, after allowing for savings, resale and other steps we can take to reduce those losses. We will explain the calculation and refund any remaining advance payment. This does not apply where you are entitled to cancel because we have breached the contract.

Faults, damage and problems

Your piece must be of satisfactory quality, match its description and be fit for its intended purpose, including a particular purpose agreed with us. This applies to bespoke pieces too.

If it arrives damaged, is faulty or does not match the agreed description, contact us. Photos are helpful where possible. We will provide the refund, repair, replacement or other remedy you are entitled to, and cover reasonable return costs. Your rights are not subject to a short reporting deadline or keeping the original packaging.

For an order query or complaint, email info@hensbyworkshop.com. See our Privacy Notice at https://hensbyworkshop.com/privacy for how we use your information.