Frequently Asked Questions
We know commissioning or ordering bespoke furniture is a little different from buying off the shelf, so here are answers to some of the most common questions we’re asked. If you can’t find what you’re looking for, just get in touch — we’re always happy to help.
Do you deliver outside the UK?
At the moment, we mainly deliver within the UK. If you’re based further afield, please get in touch — we may be able to arrange international delivery on a case-by-case basis.
How long will my furniture take to arrive?
Made-to-order collection pieces usually take around 12 weeks from the point of order.
Bespoke commissions depend on the scale and complexity of the project. We’ll discuss timings with you when we confirm your design.
We always aim to keep within our quoted lead times, but as everything is handmade, timings may shift slightly. If they do, we’ll keep you updated throughout.
Can I change my order once it’s started?
Once we’ve begun work, changes are difficult. Small adjustments may be possible if caught early, but larger changes may affect cost and lead time. It’s always best to finalise details before we start.
How do payments work?
We take payments in three stages to keep things clear and transparent:
50% upfront to secure your commission and begin the design process.
40% midway through making, once your piece is in progress.
The final 10% on completion, before your furniture leaves the workshop.
This staged approach allows us to manage materials and workshop time efficiently, while giving you confidence that everything is handled fairly throughout the process.
What if I don’t like the natural knots or variations in the wood?
Wood is a living, natural material. Knots, grain, tone shifts, and seasonal movement are all part of its character — and part of what makes each Trew and Bold piece unique. These are not considered faults and can’t be a reason for return.
If you would prefer a piece with fewer knots or a more uniform grain, please let us know at the point of order. The scope and cost of the commission can be adjusted to reflect this requirement.
What happens if something goes wrong with my piece?
We stand by our craftsmanship. If you believe there’s a genuine fault, let us know within 7 days of delivery with photos and details. If we agree it’s due to our workmanship, we’ll arrange for it to come back to the workshop for repair.
Do you offer refunds?
Because all of our work is bespoke or made-to-order, refunds aren’t offered. Our remedy will usually be to repair, except in exceptional circumstances at our discretion.
How do I look after my furniture?
We’ve put together a guide called care and character which explains how to look after solid wood finished with Osmo hardwax oils. Following this will help your piece last for generations.
Can I collect my furniture myself?
Yes. You’re welcome to arrange your own courier or collect directly from our workshop. If you do, responsibility passes to you once the piece leaves us.
How much does delivery cost?
Delivery depends on size, location, and service. As a guide:
From £125 to BS and BA postcodes
From £250 across mainland UK
From £300+ for remote UK addresses
We can arrange either standard blanket-wrap delivery or white-glove delivery. We’ll confirm costs closer to completion.