FAQ

PRODUCTION PROCESS

What is the production process?

Firstly, contact us to discuss the furniture you would like. We’ll then design your piece, send you sample materials, and generate a quote. Once you are 100% happy to proceed and your order is placed, we’ll move onto the build, handcrafted in the Hardman Design workshop. We’ll send you production pictures throughout the manufacturing process. On completion, you will receive detailed images of your finished piece. After we’ve received your final approval, we will ship your furniture to you, delivered by our delivery team. Then, you can enjoy your piece for generations. 

Can I Order Samples?

Yes. Simply send us a request via email. Before making your big purchase, we are happy to send you samples of the material we will use. We want you to feel the quality of the materials and finish we offer.

Can I order a finished piece from Stock?

Currently, we offer the Marta table 140cm to 220 cm from stock. If you have chosen a piece from stock we will send you a picture for your approval before putting the piece in for shipping. I have ordered a custom piece. Is the production process the same as for a standard piece?  Yes, both customised and standard pieces are made to order so they follow the same steps during production, as outlined above. From beginning to end, the production is managed by us, with you signing off every step. Wood Selection Here, you will also be involved in the production journey, with our team sending you images of a board selection we have chosen for your order. Only upon your confirmation, will we proceed with the build. If you do not like the choice of wood, you have the option to exchange boards until you are completely happy with the composition. Final Production Stage | Finished Picture We don’t send out the finished item until you have given your final approval. We will send you detailed images of the piece, for you to view the finished furniture and to ensure you are happy. We will only send out your item once you have given your final sign off. For your order, we welcome you into our team. You have as much influence as anyone else in the production process, and we can’t wait to hear from you. I ordered a Standard Piece. What are the production processes Yes, both customised and standard pieces are made to order so they follow the same steps during production, as outlined above. From beginning to end, the production is managed by us, with you signing off every step.

Wood Selection

Here, you will also be involved in the production journey, with our team sending you images of a board selection we have chosen for your order. Only upon your confirmation, will we proceed with the build. If you do not like the choice of wood, you have the option to exchange boards until you are completely happy with the composition. Final Production Stage | Finished Picture We don’t send out the finished item until you have given your final approval. We will send you detailed images of the piece, for you to view the finished furniture and to ensure you are happy. We will only send out your item once you have given your final sign off. For your order, we welcome you into our team. You have as much influence as anyone else in the production process, and we can’t wait to hear from you.

ORDER

How can I place an order with Hardman Design?

Placing an order with Hardman Design couldn’t be easier. Simply visit the relevant page for the furniture you’re interested in, select the correct specifications and ‘add to cart’. Alternatively, feel free to contact us if you want increased customization.

Does my purchase come with a warranty?

Each of our products come with our very own 5*, 5 year guarantee. This guarantee covers the structural integrity of your furniture and all of its components, as well as covering against faults or defects from manufacturing. Under this guarantee, we will supply you with a new replacement part, partial refund or a complete new unit, depending on the nature of the claim.

I received only the part of the furniture. What can I do?

If this happens, contact us right away. You can contact us on hello@hardmandesigns.com. We will then investigate what happened and make sure you receive your entire package.

Do I have to keep the packaging?

Once the item has been delivered, it is up to you what to do with the packaging. However, we recommend that you keep the packaging, it is ideal for protection in case the furniture needs to be transported again. The furniture is delivered in a solid wooden box, specially designed for the transport of furniture and fragile items.

Can I cancel my order?

Yes, you can cancel your order up to 14 days after the product has arrived, as long as the product has not been used. This does not apply to custom orders. See below.

Can I return an Item of Furniture?

Yes, you can, within 14 days after delivery. If your order has not left our workshop yet, the return is free of charge. However,if your order is already on its way to you, or has already been delivered, we must charge a collection and handling fee of £120. This is also in our refund policy.

Can I cancel a custom order that I have made with you?

We do not accept cancellation of custom orders as custom orders have been customized to specific customer requirements and cannot be resold. 

How can I cancel my order?

For any cancellation issues, please contact us directly via telephone or email.

What happens if I cancel my order?

If you cancel your order, you will be sent a cancellation confirmation, and you will no longer receive the furniture you ordered.

I do not like the colour of my product - can I return it?

If you don’t like the colour of the product, you should contact us immediately. We put the customer at the centre of the creation and production process to make sure what you receive is what you expect. But in suh case of this, drop us a call or email, and we’ll follow it up ASAP.

Custom Made Furniture | FAQ

What Is The Process Of Ordering Custom Made Furniture From Hardman Design?

Firstly, contact us to discuss your bespoke furniture. We’ll then design your piece, send you sample materials, and generate a quote. Once you are 100% happy to proceed and your order is placed, we’ll move onto the build, handcrafted in the Hardman Design workshop. We’ll send you production pictures throughout the manufacturing process. On completion, you will receive detailed images of your finished piece. After we’ve received your final approval, we will ship your custom-built furniture to you, delivered by our delivery team. Then you can enjoy your tailor-made piece.

What Is The Lead Time On A Custom Made Piece Of Furniture?

There is a lead time of eight to 10 weeks on our custom-made furniture. The Corona virus and Brexit have not had an impact on this. Shipping can take between 5 to 10 days.

Which Pieces Of Furniture Can Hardman Design Custom Build?

Hardman Design specialises in hand-crafted dining tables, but also builds a collection of dining chairs and benches, luxury armchairs, bed frames, and shelving/cabinets. Contact us to discuss your specific requirement.

Which materials can be used in a Hardman Design Custom Build Piece Of Furniture?

Materials can be tailored to match your bespoke design, so contact us to discuss your preference. We pride ourselves on handcrafting furniture from quality, locally-sourced natural materials. Typically, our pieces are made using strong and attractive oak, walnut, and maple. Some of our pieces feature steel legs, while Spanish leather and wool complement our seating range.

What type of oil is used to finish off a Hardman Design piece?

This is up to you. Typically, we enhance our collection pieces with hardwax oil from the Osmo range, thanks to its high-quality and longevity. However, if you’d prefer a different finish - including a regular clear coat - we are more than happy to fulfil this request.

Does My Custom Built Piece Come With A Warranty?

Yes, Each of our products comes with our very own 5 year guarantee. This covers the structural integrity of your furniture and all of its components, as well as covering against faults or defects from manufacturing. Under this guarantee, we will supply you with a new replacement part, part refund or a complete new unit, depending on the nature of the claim.

Does my custom made piece come flat packed or ready built?

All of our custom-made pieces are delivered flat-packed. But don’t let this dissuade you. We deliver with our own team and, in the majority of cases, we install it for you. If you choose to assemble your furniture yourself, then rest assured, because assembly is very simple and should take no more than 20 minutes. Then you can enjoy your new piece of furniture, built to last for generations. 

PAYMENT

I haven’t received my payment information. Can you help me?

Payment information will be sent directly to the email address you provided us upon ordering. Usually, the information will come straight through to your inbox, however, it is best to check your junk mail before contacting us. Failing that, feel free to contact us directly, and we will ensure all payment information is sent to you.

Are my payment details secure?

All payment made to Hardman Design is done through a secure and confidential process. (MORE INFO)

Can I get a VAT invoice?

VAT invoices are available upon request, and we would be happy to send you one  if needed.

Can I pay by PayPal?

Yes, payment via PayPal is possible.

How can I pay for my order?

There are a number of ways you can pay for your order. Each payment method is secure, so you can be safe in the knowledge that each method keeps your money and details safe. These methods are: Transferwise Transfer, Google Pay, Apple Pay, Mastercard, Visa, American Express

DELIVERY

How fast is regular delivery?

The whole production process takes 8 - 10 weeks. Delivery is usually made, in the 5 -10 business days after the completion of your order.

How can I track the progress of my order?

Once your order has been dispatched, we will contact you directly to arrange the delivery date and time. Please make sure you provide us with contact details (phone number and address) upon ordering, so we can contact you to arrange delivery and avoid any delays.

If I have ordered several items, will they all be delivered at once?

Mostly, your items will be delivered together. Occasionally they will arrive separately, but this is not the norm. We like to track our carbon footprint as much as possible, that’s why we’re dedicated to making as few deliveries as possible.

How can I change my delivery address?

If you would like to change your delivery address, please get in touch with us, and we’ll be sure to change the address in our system. You can contact us via email on hello@hardmandesigns.com or telephone on +44 20 8106 2919

Can I provide additional delivery instructions?

You can provide detailed delivery instructions when we arrange the courier and delivery process with you. Any instructions you have should be given to us either via telephone or email.

How will I know when the delivery will happen?

Since our products are completely custom-made, delivery times may vary, but we currently expect delivery within 5 - 10 days after your order is complete.

How expensive is the delivery?

Shipment costs are included in the cost of your furniture.

How will my items be delivered?

All items are delivered flat packed, which means that the table legs still need to be attached. Do not worry, the assembly is very simple, the assembly should take no more than 20 minutes. After that, you can directly enjoy your new piece(s) of furniture!

Where do you ship to?

Hardman Design delivers worldwide. Delivery times vary between Europe and the rest of the world. However, we accept custom orders from many countries outside of Europe. 

PRODUCT

Can I buy items from your showroom?

Hardman Design does not have a showroom at the moment. We understand that buying bespoke furniture online can sometimes be a little risky. That's why we make sure that you are at the centre of our production process. To this end, we send you a sample of the wood you are interested in before you make your purchase. In addition, we will send you pictures of the wood boards that will be used for your order and pictures of the final product, for your confirmation. We will not proceed without your confirmation. This way you will always be kept up to date.Can you provide me with a sample?Absolutely! We want our customers to feel comfortable with their purchase, so we are happy to send you a sample of the wood we use so you can get a better feel for what you are buying.Will I have to assemble the furniture myself?Our furniture will arrive at your door in a flat pack. The assembly of all our furniture takes no more than 20 minutes and is simple and easy for anyone.What should I do if I have received the wrong product?In the highly unlikely event that you have received the wrong product, contact us within 24 hours of receiving the delivery.Where are Hardman Design products manufactured?Hardman Design products are manufactured at our sites in Germany, Ukraine and the UK. We are proud to own every element of the production and sourcing process.How are Hardman Design products made?Hardman Design is dedicated to ecologically sourced wood products.
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