Shipping policy

Shipping and Returns Information

1. Handmade Furniture and Made-to-Order Policy

At Twisted Eye, all our furniture is handmade to order. Each piece is custom-made to your specific requirements, ensuring that your item is unique to you. Because each item is made just for you, please note that all orders are subject to lead times, which can vary depending on the collection you choose.

2. Delivery Terms

(a) Free Delivery

We’re pleased to offer free delivery for all handmade furniture orders within mainland United Kingdom. No extra delivery charges will be added for these orders — what you see is what you pay.

(b) Lead Times

The lead times for the production of our furniture are as follows:

  • CityFarm Collection: 4 weeks

  • ColPop Collection: 6 weeks

These lead times reflect the time needed to create your furniture with the care and attention it deserves. Please keep in mind that lead times may vary depending on factors beyond our control, such as supply chain delays.

(c) Delivery Timeframe

Once your item is ready for dispatch, we’ll aim to deliver it to you within 2 to 4 working days. We’ll contact you to arrange a delivery time that works best for you. While we’ll do our best to ensure timely delivery, please note that we can’t be held responsible for delays caused by events outside our control.

(d) White Glove Delivery Service

We want your furniture to arrive in perfect condition and be placed exactly where you want it. Our White Glove Delivery Service includes:

  • Delivery to the ground or first floor (for higher floors, just let us know in advance).

  • Inspection and careful placement of your furniture in the room of your choice.

  • Removal of all packaging materials.

This service is designed to ensure your home is left tidy and your new furniture is placed exactly where you want it — no hassle!

Delivery and Inspection

At Twisted Eye, we personally deliver our handmade furniture to ensure it arrives in tip-top shape. When we arrive at your home, we'll snap some photos of each piece to document its pristine condition. We'd love for you to give everything a once-over upon delivery and let us know right away if anything seems amiss.

We kindly ask that you:

  • Inspect Upon Delivery: Take a moment to check the furniture when it arrives and note any damages on the delivery note, if applicable.

 3. Geographic Limitations

(a) Mainland UK Delivery

We currently offer delivery within the mainland United Kingdom. Unfortunately, we can’t deliver to the Scottish Highlands, Islands, Northern Ireland, Isle of Man, or Channel Islands.

(b) Offshore Delivery

If you’re located outside mainland UK, such as in Northern Ireland, the Isle of Wight, the Isle of Man, or the Channel Islands, please get in touch with us directly for a tailored quote. We will discuss your specific delivery needs, and additional charges may apply depending on your location and the delivery timeframe.

4. Multiple Item and Custom Delivery Requests

(a) Large Orders

If you’ve ordered several pieces of furniture, no worries! We’ll deliver everything together once all items are ready for dispatch. You’ll receive an update on the estimated delivery date.

(b) Custom Delivery Requests

If you have special delivery needs — like limited access, narrow doors, or other unusual conditions — please let us know when you place your order. We’ll assess your needs and make the necessary arrangements to ensure your delivery goes smoothly.