Terms & Conditions

Last Updated: 01 November 2024

Welcome

By placing an order with us, online or by phone, you are accepting all the terms set out in our Delivery & Returns, Terms & Conditions and Privacy Policy.

Definitions

“Original Marquetry Ltd” means “the Company”, which may also be referred to as “us”, “our” and “we”.

The “Customer” refers the person, company or organisation who views this website, uses this website, and acquires goods of any sort from the Company. The Customer may also be referred to as “You” or “Your”.

“Goods”, “Items”, “Products”, “Materials” and “Services” means any goods or services supplied by the Company.

“Working Days” means Monday to Friday, excluding UK public holidays.

“Calendar Days” means Monday to Sunday, including UK public holidays.

About Us

Original Marquetry Limited
143 Bishopthorpe Road
Westbury on Trym
Bristol
BS10 5AF
United Kingdom

Company Number: 6584908 (Registered in England & Wales)
VAT Registration Number: GB 932 7777 88

Tel: +44 (0)117 944 2640
Email: info@originalmarquetry.co.uk

This website www.originalmarquetry.co.uk is operated and owned by Original Marquetry Ltd.

Copyright

2.1 No part of this website, including our images may be copied in any way or form without the authorisation of Original Marquetry Ltd.

Original Marquetry Ltd, Registered in England & Wales | Company No. 6584908
Copyright © 1994 – Original Marquetry Ltd. All rights reserved. | Reg. No. 171345869GB
Copyright © O.M. 1994 – Copyright Strictly Reinforced.

Visits

3.1 Our shop operates mainly via mail order. Therefore, visits are by appointment only.

Orders

4.1 Original Marquetry Ltd accept orders placed online or by phone. Online orders include but are not limited to orders placed via our website, proforma invoice or email.
4.2 By placing an order with us, you acknowledge and accept all the terms set out in our Delivery & Returns, Terms & Conditions and Privacy Policy.
4.3 There is no minimum order quantity.
4.4 Delivery and if applicable to the customer’s shipping destination (country), 20% UK VAT will be added on to all orders.
4.5 Telephone Orders: We will not be liable for mistakes made over the phone. We will always reconfirm the product(s) ordered over the phone, to ensure they are correct. To avoid any mistakes please order online or confirm with us via email.
4.6 Overseas Orders: We accept orders from most countries. If there are no shipping options for your country, please contact us to place an order. These are dispatched via a DDU (Delivery Duty Unpaid) service, which may incur Customs clearance fees, duties, and VAT/taxes, for which payment is the customer’s responsibility.
4.7 All orders, including Proforma Invoices which are pending payment will be cancelled after 30 calendar days, if payment has not been received within this timeframe.
4.8 All orders placed before national holidays or our seasonal holiday closure dates will be dispatched as normal. All orders placed during closure will be dispatched upon our reopening. These dates will be clearly stated on our website as well as confirming and paying for your order.
4.9 Commercial invoices are supplied for all overseas orders, even if marked as a gift. The commercial invoice will state the value of the goods and is generated automatically by the courier, prior to dispatch.
4.10 Original Marquetry Ltd do not accept any terms, agreements or contracts provided by customers in relation to an active, past, or future order.

Reviews

4.11 After placing an order, you may be contacted via email and asked to leave us a review through our Google Business Profile. This is optional and in no way mandatory.
4.12 If you wish to leave us a Google review, a Google account is required.
4.13 Each review posted on or after the 18 May 2022 is eligible to receive a coupon for use with a new order. Reviews posted before the 18 May 2022 are not eligible to receive a coupon. See Coupons Terms.

Payment

5.1 Original Marquetry Ltd accept most major debit and credit cards (Maestro, MasterCard, and Visa), PayPal, Apple Pay, Google Pay, and bank transfers.
5.2 Debit and credit card payments are available to online and telephone orders.
5.3 PayPal payments are available to online and telephone orders. A PayPal account and associated email address is required. Any debit or credit card registered to that account will be accepted, including Visa (Delta or Electron), MasterCard (or Eurocard), Maestro, American Express and UnionPay. For telephone orders, a payment link will be sent via email, to be completed by the customer.
5.4 Apple Pay and Google Pay payments are available to online and telephone orders. For telephone orders, a payment link will be sent via email, to be completed by the customer.
5.5 Bank transfer payments are available to proforma invoice orders. Any bank charges are to be paid for by the customer.
5.6 All goods remain the property of Original Marquetry Ltd until paid for in full.
5.7 Orders are dispatched once full payment has been received (after cleared payment date). Paying by standard bank transfer may delay the standard dispatch timeframe, as some bank transfers are not immediate payments.
5.8 Orders will be charged for in British pounds (£).

Gift Cards

5.8 All gift cards are issued in a digital and virtual format. Physical gift cards are not available.
5.9 Gift cards may only be purchased and redeemed by UK customers.
5.10 Gift cards may only be redeemed against UK orders, charged for in British pounds (£).
5.11 Gift cards may be used to pay for part or whole order. There is no limit to how may gift cards may be used in any one order.
5.12 Gift cards may be redeemed online (during checkout) and for phone orders, using the coupon code provided with the gift card.
5.13 Gift card balances cannot be exchanged for cash.
5.14 Expiry: Gift cards will expire automatically once the full balance has been redeemed.
5.15 Lost: If your gift card coupon code is misplaced or lost, please contact us for re-confirmation. Proof of purchase will be required.
5.16 Gift Card Terms: Original Marquetry Ltd reserves the right to update and change the terms and conditions of our gift cards at any time. It’s the customers responsibility to periodically check these gift card terms to ensure they are aware of any changes which may have occurred.

Coupons

5.17 The term “Coupon” and “Voucher” may be used interchangeably.
5.18 We may occasionally provide coupon codes. Each coupon may have differing terms.
5.19 Terms 5.20 to 5.27 apply to the current coupon which is allocated to customers who leave us a Google review.
5.20 The coupon allows for a 5% discount.
5.21 The coupon may only be redeemed by the email address to which the code is sent to. The email address can be added during checkout and under billing details.
5.22 The coupon will be redeemed against the order subtotal. Shipping and VAT will be applied after discount.
5.23 The coupon may only be used once and cannot be used in conjunction with other coupons.
5.24 There is no minimum spend.
5.25 The coupon must be applied before paying for an order and cannot be redeemed as a refund after the order has been placed.
5.26 Any processing errors which cause the coupon to not function as intended or noted above, may result in an order cancellation and refund.
5.27 The customer will be notified if the coupon has an expiry date. The coupon may also be removed, without notice, at the discretion of the company management.

Prices & Product Specifications

6.1 Original Marquetry Ltd reserve the right to amend prices without prior notice.
6.2 All items are priced and sold individually, unless otherwise stated.
6.3 ‘Call for Price’ items will show a price of £0.00 when added to your online basket. The item will not be sold for £0.00 as the price is to be discussed. If an order contains a ‘Call for Price’ item, it’s not sold, and we will contact the customer to discuss prices. Where a price has been accepted verbally or online, a proforma invoice will be issued.
6.4 In the event of a typographical error, including but not limited to where a special enquiry, bespoke quotation, any other quotation, product price, delivery price or item description has been listed incorrectly, on our website, catalogues, marketing materials and/or via email, we reserve the right to refuse or cancel the order placed for the goods at the incorrect price. If your payment has already been processed, we will immediately action a refund for that amount.
6.5 Original Marquetry Ltd reserve the right to alter specifications without prior notice.
6.6 A small tolerance for sizes must be accepted as all measurements are approximate, unless otherwise stated. Most sizes shown in centimetres are rounded to the nearest whole or half centimetre.
6.7 A product’s colour may vary slightly due to lighting when photographed and different monitor or screen settings.
6.8 Texture, marks, or the grain of certain natural products may differ slightly to its photo as no two pieces are the same. This is often but not exclusively, the case with Mother of Pearl and natural shell products.
6.9 Most out of stock items are restocked within a 2-week lead time.
6.10 Additional product information and guides are available to view on our dedicated pages:

• Brass Strips
• Coloured Wood Veneer Information
• Marquetry Craft Knife Guide
• Marquetry Information
• Marquetry Kits Buyers Guide
• Size Guide
• Useful Guides
• Wood Veneer Information
• Wood Veneer Samples

Wood Veneers

6.11 We will not be held responsible for any damage or mistakes caused to wood veneers by the customer or their project. This includes but is not limited to sanding dust transfers especially when using coloured wood veneers or any other damage due to not testing finishing methods. See Liability Terms.
6.12 Wood veneer is often dispatched rolled up and in a cylindrical parcel. It should be unpacked as soon as possible after delivery. Storing the veneer in this rolled form for a duration of time can cause it to keep its rolled shape.
6.13 We recommend unpacking wood veneers as soon as possible and storing in a cool (around 10°C), dry place. Keep flat and (if possible) under a weight/press.
6.14 Wood veneer photos show the actual veneer you will receive. We photograph each bundle separately to show a more accurate image of your purchase. There may be small variations in grain as we go through the bundle, from the first to final leaf.
6.15 As wood veneers are a natural and delicate product, some may develop small splits, which are often easily repairable. Once glued the split should be invisible. Sometimes these splits are in the wood’s nature and so naturally occur along the grain line. Where we’ve noticed a split, we often tape it together/closed to avoid further splitting.

Wood Veneer Packs

6.16 Natural Wood Veneer Packs: On occasions and due to availability, wood species may be substituted without prior notice or differ to photo and product description.
6.17 Coloured Wood Veneer Packs: On occasions and due to availability, colours may be substituted without prior notice or differ to photo and product description.
6.18 All measurements are approximate and/or averages.

Marquetry

6.19 As marquetry is handcrafted and particularly with very small-scale designs; a small tolerance for sizes must be accepted.

Brass Strips

6.20 Unless otherwise stated, brass strips are provided in their raw state: milled finish with no polish.
6.21 Lengths are approximate.
6.22 Brass strips prices may change as it’s subject to unsold stock and fluctuating metal prices in the metal market. We cannot guarantee the same price for future orders, especially where quantities change.

Inlay Bandings and Lines & Stringing

6.23 We will not be held responsible for any damage or mistakes caused to inlay bandings or lines & stringing by the customer or their project. This includes but is not limited to sanding dust transfers especially when using products which have been coloured/dyed or any other damage due to not testing finishing methods. See Liability Terms.
6.24 Ends may need trimming as each extremity may not be perfect.
6.25 Wood species may be substituted without prior notice.
6.26 All measurements are approximate. Widths are nominal, there may be a small variation of 0mm – 0.5mm during production. Orders of 2 or more will be from the same batch.

Bespoke Orders

7.1 Bespoke orders refers but is not limited to, bespoke projects, bespoke quotations, bespoke marquetry, bespoke brass strips, brass strips quotations, commissions, made-to-order, custom-made, special orders, special enquiries and quotations. As well as items which have been specifically ordered in for a customer due to zero or insufficient/low stock, and for items outside of our standard product list (not listed on our website) such as custom-sized brass strips.
7.2 Bespoke orders can be subject to their own additional terms and conditions, as due to different design and material choices, technical aspects will differ for each project.
7.3 Bespoke orders involving marquetry or fretwork are handcrafted, therefore a small tolerance for sizes must be accepted, this is particularly true for very small-scale designs. These are completed in-house, without the use of CNC but using a traditional fretsaw machine.
7.4 All measurements noted in bespoke orders are approximate, unless otherwise stated. A small tolerance for sizes must also be accepted.
7.5 For bespoke brass strips, please also see Brass Strips Terms under Prices & Product Specifications.
7.6 Cancellations and returns for bespoke orders will not be accepted nor refunded once we have receipt of payment. Especially if the project has commenced or if goods are ordered in specifically for you.
7.7 Prices quoted exclude VAT and delivery, unless otherwise stated.
7.8 Expiry: Unless otherwise stated, prices quoted for bespoke orders of brass strips are valid for 7 calendar days, and 14 calendar days for all other bespoke orders. However, Original Marquetry Ltd reserve the right to re-quote at the time of order as:

• Prices are based upon the requested quantities and requirements change.
• Brass strips prices may change as it’s subject to unsold stock and fluctuating metal prices in the metal market. We cannot guarantee the same price for future orders, especially where quantities change.

Delivery

Overview

8.1 All orders are dispatched via a courier for a fully trackable and top quality service.
8.2 The delivery rate is VAT chargeable, if applicable to the customer’s shipping destination (country).
8.3 Tracking details are supplied automatically after dispatch, via text or email and directly from our couriers. Customers should contact us if tracking details have not been received.
8.4 Delivery notifications are automatically sent out by our couriers. These may be unavailable for certain services and countries.
8.5 Failed Delivery: Please ensure someone is in to accept your parcel as Original Marquetry Ltd will not be liable for the cost of redelivery.
8.6 Delivery Address: We do not deliver to PO Box addresses. Address details will be copied into courier booking systems. So, please ensure your delivery address is correct and complete as once your order has been dispatched, the delivery address cannot be changed. Original Marquetry Ltd will not be liable for issues including, but not limited to parcel loss or damage due to an incorrect address.
8.7 Delivery Instructions: If required, we will happily add special delivery instructions to your parcel. However, we cannot guarantee these instructions will be followed by our couriers who often require someone to sign for the parcel. Therefore, Original Marquetry Ltd will not be liable for issues including, but not limited to parcel loss or damage due to following special instructions.
8.8 Customs Clearance Fees, Duties & Taxes: Original Marquetry Ltd will not be responsible for any import taxation, and/or Customs issues that may be levied on your parcels, upon entering your respective countries. We are not responsible for delays due to Customs.
8.9 Commercial Invoice: This will be supplied for all overseas orders. It states the value of the goods and is generated automatically through the courier, prior to dispatch. We have no control over what mandatory information must be included. We cannot amend its format.
8.10 EORI Number: Business customers based in Europe will need to provide their EORI number when placing their order or prior to dispatch. Applies to Business to Business (B2B) orders destined for a European address. This supports new Customs formalities which apply from 01 January 2021 after the Brexit Transition Period.

Delivery Time

8.11 Delivery time for UK orders is an estimated 3 – 5 working days, and 3 – 10 working days for Overseas orders, this starts from the cleared payment date. We are not responsible for the delivery time as this is determined by the couriers.
8.12 The delivery time is not guaranteed and may vary/be more than stated, particularly during extreme weather conditions and peak periods such as seasonal or public holidays and popular online shopping events. If destined overseas, Customs regulations and international bank holidays may cause delays.
8.13 Delivery excludes Saturdays, Sundays, bank holidays (unless otherwise stated) and conditions outside of our control such as staff strikes, extreme weather conditions, road works etc. Some items cannot be sent overseas as specified in a product’s description.
8.14 UK Next Working Day delivery is 99% guaranteed and applies to orders placed before 1:00pm to Mainland UK. Excludes some locations/remote addresses.
8.15 Most deliveries occur between 7:00am – 8:00pm every working day. Our couriers will often notify you by text or email on the day of delivery. Please ensure someone is in to receive and accept your parcel, as a signature is required. Times and days may vary depending on the courier, see below for UK information.

Delivery Surcharges

8.16 Our main delivery options are based on 3 parcel types: small, standard, and flat pack. Due to the nature and range of our products: lengthy, heavy, large or orders with varied goods may sometimes incur a small additional delivery charge. In this case, we will advise you before dispatching your order.

• To keep the delivery charge to a minimum, please let us know the minimum measurements you need for wood veneers, inlay bandings, lines & stringing, and inlay brass strips.
• Common surcharges which may apply are listed in our Delivery & Returns, read them here: www.originalmarquetry.co.uk/delivery-and-returns/#surcharges

Collection

8.17 Collection is available to paid orders. We will contact customers when their order is ready and to confirm a collection time. Collection is generally available Monday to Friday, between 11:00am and 4:00pm and within 1 working day, this can be longer for large orders. A packaging fee may apply.
8.18 Collection via a Preferred Courier: Applies where a customer has arranged to have the goods collected and delivered via their chosen courier. Shipping labels and documentation must be provided by the customer, ideally via email and within a reasonable timeframe. A packaging fee may apply.
8.19 Packaging Fee: The price may differ as dependent on the chosen goods. The fee will be stated to the customer in advance. It covers the materials used to package and protect the goods during transit after collection or for collection via a preferred courier.
8.20 Original Marquetry Ltd will not be liable for issues with carriage including, but not limited to loss or damage after an order collection.
8.21 Uncollected orders will be refunded and cancelled after 10 calendar days.

Parcel Damage or Loss

8.22 We package every order with great care and attention, but we know accidents can happen. In the unlikely case your item arrives damaged, please email us a photo of the damage. We will then investigate and respond as soon as possible with instructions for returns and a replacement or refund. Notification must be made within 2 calendar days from receipt of order (delivery date) or otherwise claims may not be entertained.
8.23 During delivery, please check your parcel for any obvious signs of damage and record any issues with the courier before signing. If there is excessive or visible damage to the outer parcel, please refuse your delivery and contact us for a replacement.
8.24 In the unlikely event where your parcel may be lost and delivery greatly exceeding its estimated timeframe, please check your parcel’s tracking or notify us as soon as possible. Please allow extra time during extreme weather conditions and peak periods such as seasonal holidays and popular online shopping events. Our estimated delivery time is as follows:

• Next Working Day: 1 working day
• Mainland UK: 3 – 5 working days
• Non-Mainland UK: 3 – 5 working days
• Overseas: 3 – 10 working days

Missing or Faulty Items

8.25 We take great care in fulfilling your order perfectly, however, if items are missing, please notify us straight away, or at the very latest: within 2 calendar days from receipt of order (delivery date). We may not be able to replace or refund items reported as missing or faulty after this time.
8.26 If faulty, a photo of the issue may be requested at the discretion of the company management. This is needed to investigate the issue at supplier or packaging level.
8.27 Faulty items will either be collected by us or left to the customer, this is decided by company management.

Returns & Cancellations Policy

Overview

9.1 Orders cancelled prior to dispatch will receive a full refund. Exclusions apply, non-returnable items and orders are noted in Term 9.7.

9.2 Returns will only be accepted within 14 calendar days from receipt of order (delivery date) and with authorisation from Original Marquetry Ltd. You have 14 calendar days from receipt of order (delivery date) to notify us AND to return the goods to us.
• Where a wood veneer return has been authorised, it must then be returned to us as quickly as possible, and we recommend using a 1 or 2 day postal service. See Term 9.7 for further details.

9.3 We reserve the right to refuse any items that are returned without authorisation.

9.4 Due to the nature of our products, returns may be subject to a 30% restocking/admin fee.

9.5 Return shipping costs are to be paid by the customer and are non-refundable. A tracked and insured service with proof of postage is recommended. We are not responsible for any loss or damage during its return transit. If a returned parcel is lost or damaged, it is the customer’s duty to make a claim with their chosen postal service.

9.6 Goods are to be returned in unused/original condition, together with original packaging. Items comprising of multiple pieces must be returned as a complete set. If goods are returned in an unsaleable condition, we reserve the right to refuse a refund.

Exclusions (Non-Returnable Items & Orders)

9.7 Our Returns & Cancellations Policy does not cover the following:

WOOD VENEERS
• Returns for all types of wood veneers are made at the discretion of the company management and may be refused.
• Since wood veneers, especially burrs, can be extremely fragile and delicate, returns may be refused to avoid disputes concerning potential accidental damage to the goods whilst with the customer or during the return process.
• Returned wood veneers are often unsaleable. This can be due to several reasons such as being packaged inadequately, being stored in unsuitable conditions, or being held in the postal system for too long.
• Wood veneers need to be handled with care. Storing lengthy wood veneer in a rolled form, for a duration of time can cause it to retain its rolled shape or storing it in unsuitable temperatures can cause it to warp. That’s why we dispatch all wood veneer orders on a 24-to-48-hour courier service.
• For more information on wood veneers and how to handle them, see Wood Veneers Terms and Wood Veneer Information.

MADE-TO-ORDER ITEMS
• All marquetry panels, motifs, shells, fans, chessboards, draughts boards and backgammon boards are non-returnable items, unless faulty. Regretfully we cannot accept returns for these items as they are made-to-order.

CUT ITEMS
• Items which have been cut down to a customer’s specification, or for ease of delivery are non-returnable. This includes but is not limited to all types of wood veneers, inlay bandings, lines & stringing, and inlay brass strips.
• An item will be cut down either when requested by customer, or if we confirm with the customer, or if the customer has chosen a delivery option which does not cover shipping the item in its full size.

OVERSEAS ORDERS
• These are final and non-returnable.

BESPOKE ORDERS
• Includes made-to-order items from special commissions. As well as items which have been specifically ordered in for a customer due to zero or insufficient/low stock, and for items outside of our standard product list (non-stock items – not listed on our website) such as custom-sized brass strips. We cannot accept cancellations, returns, or issue refunds once we have receipt of payment for bespoke orders. Further exclusions may apply.
• For more information, see Bespoke Orders Terms.

BUSINESS TO BUSINESS (B2B) ORDERS
• B2B sales are exempt from the Consumer Contracts Regulations, therefore cancellations, returns, or refunds are made at the manager’s discretion and may be refused as we do not have to honour these laws.

Refunds

9.8 A restocking/admin fee may apply.

9.9 Refunds include the price of the goods only (minus restocking/admin fee – if applicable) and exclude the original delivery charge, as this service has been provided and is non-refundable.

9.10 Refunds are processed within 14 calendar days after receipt and inspection of the returned goods.

9.11 Refunds will be made back to the original payment method and can take up to 10 days to reach your account. Depending on your card issuer, some card payments may take up to 30 days. These timeframes are outside our control as they are determined by the card issuers.

If the payment method included a gift card, refunds will be credited to the original gift card or issued onto new gift card. If only a part-payment was taken from a gift card, the refund will be first credited to your gift card. Then, the remaining refund balance (if any) will be refunded to the other payment method.

9.12 Refunds will be credited in the same currency as the original payment.

9.13 If an email address has been provided, we will email you to confirm your refund has been issued but not to confirm receipt of your return.

Return Instructions

Should you wish to return an item, we ask you to please email info@originalmarquetry.co.uk with the following information, and within 14 calendar days of receipt of your order (delivery date). We will reply with return instructions.

• Your name
• Invoice number
• The product(s) you would like to return
• The reason for the return

Return shipping costs are at the customer’s expense. Original shipping fees are non-refundable.

The goods are to be returned in their unused and original condition.

Returns will only be accepted within 14 calendar days from receipt of order (delivery date) and with authorisation from Original Marquetry Ltd. You have 14 calendar days from receipt of order (delivery date) to notify us AND to return the goods to us.

Privacy

10.1 Any personal information provided or submitted to us through our website is handled as per our Privacy Policy.

Liability

11.1 Original Marquetry Ltd do not accept liability for any resulting indirect losses or profits.
11.2 Original Marquetry Ltd do not accept liability for any damage or mistakes caused to any of our products, or a customer’s project by the customer. This includes but is not limited to damage due to not testing finishing methods.

Updates & Changes

12.1 The most up to date version of our Terms & Conditions is available at any time on this page, which we recommend you check regularly.
12.2 Original Marquetry Ltd may update and modify any part of these Terms and Conditions and website without providing notice.
12.3 In future, any changes made to our Terms & Conditions will be published on this page. Changes will come into effect immediately after being posted on this page. Your continued use of our website after we publish changes to our Terms & Conditions will signify your acknowledgement and acceptance of the amended Terms & Conditions.

Sales

For active sitewide sales, the following terms apply.

Wood Veneers Sale

• Discount of 10%.
• No code needed.
• Ends soon!

Marquetry Kits Sale

• Discount of 10%.
• No code needed.
• Ends soon!

Delivery Sale

• £6.95 flat rate delivery to Mainland UK only!
• For all items except Inlay Bandings, Lines & Stringing and Inlay Brass Strips.
• No code needed.
• Ends soon!

Contact Us

Should you have any concerns or questions relating to our Terms & Conditions, please email info@originalmarquetry.co.uk with the subject ‘OM Terms’.