Frequently asked questions

Our collection is on display in our shop at 200 Ebury Street, in London’s Pimlico Road design district. If you are looking to view a particular piece we suggest you call ahead on +44 (0) 207 622 5075 to make sure we have it on display as we do have items move in and out of our shop space.

Where is your shop?

Our shop can be found at 200 Ebury Street, London SW1W 8UN. The nearest tube is Sloane Square.

Is an appointment required to visit the shop?

We welcome customers in the shop without an appointment. However, if you have specific questions or would like to view certain pieces we recommend you call ahead to ensure the dedicated service of a member of our sales team.

Can I view the collection outside of London?

We partner with a select number of leading international retailers who present our pieces to the wider world stage. We are represented by The Future Perfect in New York, San Francisco and Los Angeles and by Spence & Lyda in Sydney. These stockists carry a limited selection of our pieces. Please contact the store before visiting to ensure they have what you are looking for. Our sales team are also well versed in handling overseas interest and can answer any questions you might have on our collection and international shipping.

Do you have a catalogue?

Our website is the best source of up to date information on our collection and news. We also have a number of lookbooks in our London shop that we invite customers to take away with them. We also provide digital brochures where needed for trade library reference, if interested please email [email protected].

I am a UK customer

Many of our stock pieces are available to purchase online. This is indicated on the product page by the “Add to basket” button. If these pieces are currently unavailable, you can request to be notified once they are back in stock, or place a pre order where stock is incoming.

For items that are made to order, custom items or stock items that are not suitable for e-commerce, our sales team are on hand to answer queries regarding our collection, and stock availability or lead time is indicated on each product page (or you can select ‘view all stock’ on the category page). If you require a quote including delivery costs, please contact the team by phoning +44 (0) 207 622 5075, contact us via Livechat during shop hours, or fill out the enquiry form which can be found on each product page, which will allow us to compile necessary information and provide a quote to you most efficiently. You can also email [email protected] to connect with our sales team who will be happy to help you place your order, and will raise an invoice for payment on request.

I am an international (non UK) customer

We hold a large selection of our collection in stock and current availability is indicated by selecting the “view all stock” toggle on the category page. If these pieces are currently unavailable, you can request to be notified once they are back in stock, or can place a pre order where stock is incoming. Larger pieces of cabinetry and all upholstery and beds are made to order, and typical lead times are indicated on each product page. Our sales team are on hand to answer all your queries regarding our collection. If you require a quote include delivery costs, please contact the team by phoning +44 (0) 207 622 5075, contact us via Livechat during working hours, or fill out the enquiry form which can be found on each product page, which will allow us to compile necessary information and provide a quote to you most efficiently. You can also email [email protected] to connect with our sales team who will be happy to help you place your order, and will raise an invoice for payment on request.

I am a trade customer

If you are a trade professional and would like to apply for a trade account please fill out our trade application form here and our team will verify and get back to you within two working days

Do you have a trade price list?

Once a trade account has been verified, approved trade account customers will receive a trade price list with specific payment terms from our sales team.

Is the collection made to order?

We hold a large amount of stock across our standard pieces, many of which can be purchased online for customers in the UK. Other lines are made to order, and many can be customised to meet our clients' requirements. Each product listing on the website indicates if a piece is typically held in stock, or if it is made to order and if it can be customised.

Can I order online if I’m based outside of the UK?

We do not currently offer ecommerce shopping on our website to international customers. Our sales team are on hand, by phone, Livechat and email to assist you with your order and any questions you may have regarding international shipping.

Do you work on large scale commercial projects?

We frequently work on select commercial projects. Many of our pieces can be customised to suit your needs, the customisation potential of each piece is indicated on the product page. Please get in touch with our sales team at [email protected] if you are interested in discussing a project.

Do you share 3D drawings of your pieces?

We do not provide 3D drawings of our pieces. However spec sheets are available to download on each product page.

Can I customise a piece from the collection?

Many of our pieces, particularly our upholstery or bigger pieces of cabinetry can be customised. We can often vary overall dimensions, finishes, colours and configurations to suit your needs, whilst always ensuring the core of the design is respected. If you would like to discuss design potential, lead times and the pricing implications when commissioning a custom piece please get in touch with our sales team at [email protected].

How can I buy an ex-display item?

Periodically we sell pieces that have lived happy lives in our stores or have been loaned out for shoots and are therefore offered at a discount. Items may show varying signs of wear, and our sales team are on hand to answer any questions or to arrange viewings. Current ex-display items can be found on the Ex-display page. Sales are managed on a first come first served basis, are non returnable, and goods must be dispatched shortly after purchase (or we can potentially arrange short term paid storage). Please contact [email protected] noting the item you would like to order, your billing and delivery address and a member of our team will reach out to you with a quote including delivery.

We hold a large amount of stock across our standard pieces, many of which can be purchased online for customers in the UK. Other lines are made to order, and some can be customised to meet our clients' requirements. Each product listing on the website indicates if a piece is held in stock or if it is made to order with typical lead times listed.

What items do you have in stock?

Each product listing on the website indicates if a piece is typically held in stock, or its lead time. On our website you can also filter ‘in stock products’ on the category page to view what’s immediately available.

How long are your lead times?

Typical lead times can be found on our product pages. They vary from immediate dispatch for in stock items to an 8 - 12 week lead time for made to order pieces, and a 14 week lead time for customised items. Lead times vary according to the period, are advised at the point of order confirmation, and confirmed two weeks before completion. UK online sales are delivered within 7 - 11 days of order.

Where needed, goods may be held for one week beyond the notified lead-time. Should customers require additional storage periods, charges will apply calculated on the cubic meterage and length of time held.

Who designs the collection?

Our collection is designed by Russell Pinch. Watch our short film to gain an insight into our creativity, our design process and to learn more around what we hold important.

Where is the collection made?

We work with a stable of skilled craftsmen and women in the UK and Europe to produce our designs, and the manufacture origin of each piece is listed on the relevant product page.

How much does shipping cost?

Shipping costs vary according to item, location and service level. For more information please fill out the quote form and a member of our team will get back to you with a quote including shipping to your address. Alternatively please call our shop on +44 (0) 20 7622 5075, connect with our Livechat during shop hours, or email [email protected] if you have specific questions you’d like help with.

How is the product shipped internationally (to addresses outside of the UK)?

Our customers can choose between Curbside, White Glove, and in some areas White Glove including Assembly shipping options. Curbside is standard delivery to outside of the property only and excludes the removal of any packaging. White Glove delivery includes placement in a preferred location and packaging removal. White Glove including Assembly delivery includes installation, assembly and packaging removal. White GLove and White Glove including Assembly delivery options are available to certain locations only. Please note lighting shipments are not fully installed as 3rd party delivery companies are not insured to install electrics on site, therefore customers will need to arrange their own wiring. Customers can also choose between Air freight and Sea freight. Air freight typically takes 1-2 weeks while Sea freight typically takes 6-8 weeks.

How is the product delivered in the UK?

Our customers can choose between Curbside and White Glove including Assembly shipping options. Curbside is standard delivery to outside of the property only and excludes the removal of any packaging. White Glove including Assembly delivery includes installation, assembly and packaging removal. Please note lighting shipments are not fully installed as 3rd party delivery companies are not insured to install electrics on site, therefore customers will need to arrange their own wiring. In stock pieces are typically delivered within 7 - 11 days from point of sale to UK mainland addresses. Larger pieces are delivered by a dedicated delivery team. On made-to-order pieces, delivery dates are scheduled and confirmed towards the end of production and upon receipt of full payment/balance payment.

How do I ensure my piece will fit in my home?

Assembly instructions for each piece in our collection are available on the individual product page. A member of the sales team can provide a helpful access check document to you upon quoting, so you can review install feasibility according to your space. When purchasing one of our larger pieces, please ensure that you have considered and communicated any access challenges that the delivery company may face when delivering into your home, such as stairways, narrow doorways, lift access or low-hanging fixtures. Alternatively we offer a chargeable access check service for UK customers who would rather not complete the access check themselves. If interested, please contact your sales consultant for more information.

How do I know what international import fees will apply?

As we are not privy to each overseas country (or state specific) local custom fees and/ or duties that may be payable on your order, we recommend you consult the services of your regular shipping broker who will be able to advise according to your receiving location.

How can I track my order?

In-stock pieces are delivered within 7 - 11 days from point of sale to UK mainland addresses, and where possible tracking links will be provided for you to consult, or we will liaise directly with you depending on delivery services engaged. For international, longer lead, made to order or custom orders placed, you’ll be given an indicative completion date at point of order. Our sales team will be in contact 2 weeks prior to delivery to confirm final dates and logistics. If you require an update through the process please contact your sales consultant or connect with us on Livechat with your order number to hand.

Can I return my purchase?

For information on returns please click here.

Is it possible to return my product to the shop?

Our stock is held off site at dedicated warehouse spaces, therefore returns cannot be made to the shop, unless pre approved with our sales team. In any case of return quality checks will need to be arranged, and returning locations confirmed depending on the item. Please consult our returns policy and if you need to speak to our sales team for guidance on returns please call +44 (0) 207 622 5075 with your order number to hand.

What do I do if my goods arrive damaged?

All our products are put through a rigorous Quality Check process before released for sale, and we take care to design our packaging to be as protective as possible. However, sometimes items can get damaged in the shipping or delivery process, in which case, where we have organised shipping, we will need to negotiate with the delivery company for a resolution. Please ensure you check goods immediately on receipt, and should you unwrap a damaged item please reach out to your sales consultant or contact [email protected] within 24 hours of delivery with order details, pictures of the damage to goods, and damage to packaging (which should be kept until resolved) so that we can follow up according to the terms of the delivery companies themselves.

Do you offer a repair or refurbishment service?

Your product should live a long and happy life but sometimes environmental impacts can cause wear. If you would like to discuss re-lacquering, re-upholstery or re-finishing of a table top, please contact [email protected] - with details of your sales order and a description of the issue with photos or a video. We will review this internally and come back to you with an idea of how we can help you restore your product, be that with help from our workshop, via a charged refurb services, or with our advice and your own practical skills.

How do I care for my new piece?

Helpful care guides are provided for each of our designs and can be accessed on the relevant product page.