Terms of service

Terms and Conditions

Welcome to Twisted Eye! We're delighted you’ve found us. These Terms and Conditions ("Terms") explain the rules for using our website and purchasing products ("Products") from us. Please take a moment to read through these Terms before making any purchases. By using our website and placing an order, you agree to abide by them.

Our Details
Twisted Eye is a registered company in the UK, and here’s how to get in touch with us:

  • Company Name: Twisted Eye

  • Company Number: 10660383

  • VAT Number: 4313544327

  • Registered Address: Rose Cottage, Llandogo, Monmouthshire, NP25 4TJ

  • Email Address: Twisted@twistedeye.co.uk

  • Telephone number: 0800 915 3635

1. Acceptance of Terms

By using our website, placing an order, or signing up for services, you agree to these Terms. If you don’t agree with any part of them, please don’t use the website or make a purchase.

2. Changes to These Terms

We may update these Terms from time to time. Any changes will be posted on this page, and it’s your responsibility to check them. If you continue to use the website or place orders after changes have been made, it means you accept the updated Terms.

3. Products and Pricing

  • Product Availability: All Products are subject to availability. We do our best to keep stock information up to date, but sometimes discrepancies can happen.

  • Pricing: Prices are in GBP (£) and include VAT, unless otherwise stated. Shipping charges are additional and calculated at checkout. We can change prices at any time, but we’ll always let you know before you confirm your order.

  • Descriptions and Specifications: We aim for our product descriptions and images to be as accurate as possible, but please note that colours and specifications may vary depending on your screen. Wood, being a natural material, has unique colour and grain variations that give each piece character.

4. Ordering and Contract Formation

  • How to Order: Simply complete the checkout process on our website by selecting your items and providing payment and delivery details.

  • Order Confirmation: Once we receive your order, you’ll get an email confirming your order. This just acknowledges we’ve received it, not that it’s been accepted yet.

  • Refusal of Order: We may refuse or cancel orders for various reasons, such as incorrect pricing or stock issues.

5. Payment

  • Payment Methods: We accept credit/debit cards and PayPal. Payment is required at the time of order.

  • Security: All transactions are processed securely through encrypted payment gateways. We do not store your credit card details.

  • Payment Confirmation: Once payment is processed, you’ll receive an email confirming your payment.

6. Delivery and Shipping

  • Hand Made-to-Order: Every piece of furniture is made to order, so it’s unique and made just for you! Lead times vary depending on the collection.

  • Free Delivery: We offer free delivery within mainland UK for all handcrafted furniture orders.

  • Lead Times:

    • CityFarm Collection: 4 weeks

    • ColPop Collection: 6 weeks
      These times are an estimate, and we aim to deliver as quickly as possible.

  • Delivery Timeframe: Once your furniture is ready, we’ll aim to deliver it within 2-4 working days. We’ll work with you to find a convenient delivery time.

  • White Glove Delivery Service: All deliveries include our White Glove service, meaning we’ll unbox your furniture, place it in the room of your choice, remove and take away all packaging. You can sit back and relax!

  • Delivery and Inspection

    At Twisted Eye, we personally deliver our handmade furniture to ensure it arrives in tip-top shape. When we roll up to your place, 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.

7. Returns/Exchanges

We want you to love your new piece of furniture. If something’s not quite right, we’re here to help. Here’s everything you need to know about returns and exchanges.

  • Your Legal Rights

    • If you're not 100% happy you can return your items within 14 days of accepting your delivery, no questions asked.

    • All furniture is handmade to order, so we would appreciate if you would communicate as soon as you have decided you want to cancel anytime after making the order. 

  • If you’ve changed your mind, please contact us, and we’ll do our best to accommodate you with personalised service. We get it — life happens, or the furniture may not fit quite as expected. We will arrange collecting the furniture before any refund is given. Just a heads-up, a £49 collection fee will be charged.

8. Faulty or Damaged Products

Reporting Damages or Faults

Spotted a flaw or damage? No need to stress. Just reach out to us ASAP so we can sort it out.

How to Report Issues

  • Get in Touch: Drop us an email at twisted@twistedeye.co.uk with a detailed description of the issue.

  • Show and Tell: Attach clear photos of the damage or fault, highlighting any defects. 

Once we have all the info, we'll work with you to find the best solution:

  • Repair: We'll fix up the furniture to restore it to its original glory.

  • Replacement: If it's beyond repair, we'll send a replacement your way.

  • Refund: Depending on the situation, we may offer a full or partial refund.

Limitations

Please note that our liability doesn't cover:

  • Post-Delivery Damage: Damage that occurs after the furniture has been delivered and signed for in good condition.

  • Natural Wear and Tear: Normal aging of materials, like minor scratches, dents, or fading from exposure. (

  • Improper Use: Damage resulting from misuse, neglect, or failure to follow care instructions.

9. Your Rights as a Consumer

Your statutory rights are always protected, so if anything goes wrong, you're still covered by UK law. This includes the right to receive goods that match their description and are of satisfactory quality.

10. Privacy and Data Protection

Your privacy matters to us. Please review our [Privacy Policy] to understand how we collect and handle your personal data.

11. Intellectual Property

All content on our website, including images, designs, and text, is owned by Twisted Eye or our licensors and is protected by intellectual property laws. Please don’t copy or use any content without our permission.

12. Limitation of Liability

We aim to provide a smooth experience, but we can’t be responsible for any indirect or consequential damages that may arise from using our website or products.

13. Force Majeure

We are not liable for any failure or delay in delivering our services due to events outside our control, such as natural disasters, terrorism, or government actions.

14. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales, and any disputes will be resolved in the courts of England and Wales.

15. Dispute Resolution

If you have a complaint or issue, please contact us at Twisted@twistedeye.co.uk. We’ll do our best to resolve it within 5 days. If we can’t resolve it, you may seek help from an approved Alternative Dispute Resolution provider.

16. Contact Us

If you have any questions or concerns about our Terms and Conditions or our products, we’d love to hear from you!