Shipping policy

Order Confirmation: As soon as you place your order, we will pre-authorise your 
card however your card will not be charged. We will then contact our supplier to 
confirm that the product you have purchased is available for immediate shipment or production. 
Once confirmed we will process the payment and your order will be dispatched 
as soon as it has been produced.
Order Delivery: Once your order has been placed, assuming it is in stock and 
available for dispatch, we will charge your card and your order will be dispatched 
within 5 working days. We’ll send you tracking details by email within 24 hours of 
your order being dispatched. If you have not received tracking details within 6 
working days, please reach out to us via email at sales@jenningsandmccullen.co.uk so 
that we can help. 
Damages: We ask that you thoroughly inspect all items at the point of delivery. We 
advise you not to accept delivery of any damaged items. If you discover that an 
item has been damaged, please send clear photos of the damaged items 
to sales@jenningsandmccullen.co.uk so that we can open an insurance claim on your 
behalf. 
Cancellations & Refunds: Any orders cancelled after 48 hours of placing the order 
may be subject to additional fees. If your order has been dispatched, you (the 
buyer) will be responsible for any costs associated with returning the item. Any 
refunds can only be issued to the same payment method which was used to place the order. Please note Bespoke items can not be cancelled once production has begun.

Bespoke Items – No Cancellation Policy

Bespoke and Made-to-Order Products

Certain products offered are bespoke or made-to-order, meaning they are manufactured specifically to your requirements. This may include items customised by size, material, finish, colour, design, or any other specification chosen by you at the time of ordering.

No Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cooling-off period does not apply to goods that are made to the consumer’s specifications or clearly personalised.

As a result, orders for bespoke or custom-made items cannot be cancelled once production has begun.

Order Confirmation

When placing an order for a bespoke item, you confirm that:

• The product is being made specifically to your chosen specifications

• You acknowledge and accept that the order cannot be cancelled or refunded once production has started

• All measurements, finishes, and options provided at the time of order are accurate and final

Changes to Orders

If you need to make a change to your order, please contact us as soon as possible after placing it. While we will try to accommodate changes where possible, we cannot guarantee modifications once production has started.

Faulty or Damaged Items

This policy does not affect your statutory rights. If a bespoke item arrives faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund in accordance with the Consumer Rights Act 2015.

Contact

If you have any questions about bespoke orders, please contact us before placing your order so we can ensure your requirements are correct.