Last Updated
21 Sep 2026

1. COMPANY INFORMATION

The Heritage Craft Creations UK Ltd
Trading as Heritage Creations®
Registered in Scotland
Company No: SC870230
VAT No: GB 515083707
Email: contact@theheritagecreations.co.uk
Shipping Enquiries: logistics@theheritagecreations.co.uk
Website: www.theheritagecreations.co.uk

2. ORDER PROCESSING

All orders are subject to product availability, successful payment authorisation and, where applicable, verification of order information.

Processing times may vary depending on:

• Product type
• Production requirements
• Stock availability
• Bespoke or custom requirements
• Destination country
• Order volume

For products that are in stock and ready for dispatch, orders are generally processed within 1–5 business days, unless otherwise stated.

Made-to-order, bespoke and handcrafted products are subject to separate production lead times. Any estimated production timeframe displayed on the relevant product page, order confirmation or otherwise communicated to the customer is separate from the delivery/transit timeframe.

Orders placed on weekends or public holidays may begin processing on the next applicable business day.

3. HANDCRAFTED & MADE-TO-ORDER ITEMS

Many Heritage Creations® products are handcrafted or made to order by skilled artisans.

As a result:

• Certain products may require additional preparation or production time.
• Estimated production timelines may vary depending on artisan schedules, complexity, materials, order volume and other production requirements.
• Bespoke commissions may require additional production time depending on the customer’s specifications.
• Minor variations in finish, texture, carving, wood grain, tone, patina or detailing may naturally occur in handcrafted products.

Where appropriate, customers may receive production updates, including photographs or videos, during the creation of made-to-order pieces.

Production lead times are estimates unless expressly agreed otherwise.

4. SHIPPING DESTINATIONS

We currently offer shipping to selected destinations within the United Kingdom and internationally.

Availability of shipping services may depend on the product, dimensions, weight, destination, customs requirements and carrier availability.

If your country or destination is not available at checkout, please contact:

contact@theheritagecreations.co.uk

We will advise whether delivery can be arranged and, where applicable, provide information regarding available shipping options.

5. SHIPPING METHODS

We work with trusted international logistics, courier and specialist delivery providers, which may include:

• DHL Express
• Other reputable international courier services
• Specialist furniture and oversized-goods logistics providers, where appropriate

The shipping provider used for an individual order may depend on the product’s dimensions, weight, value, destination and delivery requirements.

For furniture, fragile, high-value or oversized products, specialist shipping or handling arrangements may be required.

6. DELIVERY ESTIMATES

Estimated delivery timelines are provided for guidance and may vary depending on the product and destination.

Delivery times may be affected by circumstances including:

• Customs clearance procedures
• International transit conditions
• Carrier delays or disruptions
• Weather conditions
• Public holidays
• Destination-country procedures
• Remote delivery locations
• Seasonal demand periods
• Events outside our reasonable control

For made-to-order products, production time and shipping/transit time are separate. The estimated delivery period begins after production has been completed and the order has been prepared for dispatch.

We will take reasonable steps to deliver orders within the timeframe communicated to the customer and in accordance with applicable consumer law.

Where a significant delay becomes known to us, we will endeavour to communicate relevant information to the customer.

7. INTERNATIONAL SHIPPING, DUTIES & TAXES

International orders may be subject to:

• Import duties
• Customs charges
• Local VAT, sales taxes or other taxes
• Customs clearance charges
• Regulatory handling fees
• Other charges imposed by the destination country or relevant authorities

Where these charges are not expressly included in the price or shipping charge paid to Heritage Creations®, they may be payable separately by the customer.

Any applicable duties, taxes or charges and the party responsible for paying them may depend on the destination, applicable law and the delivery terms communicated at the time of purchase.

Customs authorities may require additional information from the recipient before releasing a shipment. Customers are responsible for providing information reasonably required for customs clearance.

Customs processing and clearance times are outside our direct control.

8. SHIPPING ADDRESS ACCURACY

Customers are responsible for ensuring that all shipping information provided at checkout is complete and accurate, including:

• Recipient name
• Delivery address
• Postcode or ZIP code
• Telephone number
• Email address
• Any other information reasonably required for delivery

If you notice an error in your shipping information, please contact contact@theheritagecreations.co.uk as soon as possible.

We will make reasonable efforts to update the delivery information before dispatch, but changes cannot be guaranteed once an order has entered the shipping process.

Heritage Creations® cannot be held responsible for delays or additional costs resulting from incorrect or incomplete delivery information supplied by the customer, except where responsibility cannot lawfully be excluded.

Additional carrier, redirection, storage or re-delivery charges resulting from incorrect information supplied by the customer may be payable by the customer where permitted by law.

9. DELIVERY OF LARGE OR OVERSIZED ITEMS

Certain furniture and oversized products may require specialised handling, courier arrangements or delivery procedures.

Before ordering a large or oversized product, customers are responsible for checking that there is suitable access to the intended delivery location.

This includes considering:

• Doorway dimensions
• Hallways and corridors
• Staircases
• Lifts/elevators
• Gates and entrances
• Access roads
• Building restrictions
• Suitable and safe placement conditions

Customers should compare access dimensions with the product dimensions shown on the relevant product page before placing an order.

Unless expressly stated otherwise, standard delivery does not necessarily include assembly, installation, wall mounting, furniture positioning, removal of doors/windows or removal of existing furniture.

Where specialist delivery, installation or additional handling services are available, these may be subject to separate charges.

If you are unsure whether a product can be delivered safely to your property, please contact contact@theheritagecreations.co.uk before ordering.

Additional costs caused by inadequate access or information not disclosed to us before delivery may be chargeable to the customer where permitted by law.

10. DAMAGED, LOST, OR DELAYED SHIPMENTS

If your order arrives visibly damaged, please contact us as soon as reasonably possible, must be within 48 hours of delivery, at:

contact@theheritagecreations.co.uk

Please provide:

• Your order number
• Photographs of the product
• Images of the external packaging
• Images of the internal/protective packaging where available
• Photographs showing the damage clearly
• A brief description of the issue

Customers should retain all original packaging materials until the matter has been reviewed, where reasonably possible.

Please do not dispose of damaged packaging before contacting us, as the courier or logistics provider may require it when investigating a transit claim.

The request to notify us within 48 hours is intended to help us investigate transit damage promptly.

If a shipment appears to be lost or significantly delayed, please contact us and we will investigate the shipment with the relevant logistics provider.

Where goods are damaged, faulty, lost or otherwise do not conform to the contract, your applicable statutory rights remain unaffected.

11. FAILED OR REFUSED DELIVERIES

If a delivery is refused or cannot be completed because of circumstances attributable to the customer, additional charges may apply.

Examples may include:

• Customer unavailability after reasonable delivery attempts
• Incorrect or incomplete delivery details supplied by the customer
• Failure to respond to reasonable requests from the carrier
• Failure to provide information required for customs clearance
• Unpaid customs duties or import charges for which the customer is responsible
• Inadequate access for an oversized product where relevant access requirements were not disclosed
• Refusal to accept delivery without a valid legal reason
• Repeated failed delivery attempts

Where a shipment is returned to us, additional shipping, return transportation, storage, customs, handling or re-delivery costs may arise.

Where permitted by applicable law, reasonable costs actually incurred as a result of a failed or refused delivery attributable to the customer may be charged to the customer or deducted from any refund otherwise due.

12. TRACKING INFORMATION

Where tracking is available, tracking information will normally be provided once your order has been dispatched.

Depending on the delivery provider, tracking information may be supplied by Heritage Creations® or sent directly by the courier or logistics provider.

Tracking information may take some time to become active after dispatch.

For certain specialist furniture or oversized deliveries, conventional online tracking may not be available. In such cases, delivery arrangements or updates may be communicated separately.

For assistance with tracking, please contact:

logistics@theheritagecreations.co.uk

13. FORCE MAJEURE

Heritage Creations® shall not be responsible for delays or failures caused by circumstances beyond our reasonable control, subject to applicable law.

Such circumstances may include:

• Natural disasters
• Severe weather
• Customs delays
• Transportation or carrier disruptions
• Government restrictions
• Strikes or industrial action
• Significant supply-chain interruptions
• Port or airport disruption
• Civil emergencies
• Other circumstances reasonably outside our control

Where such circumstances affect an order, we will take reasonable steps to minimise the impact and, where appropriate, keep the customer informed.

14. CONTACT US

For shipping enquiries or special delivery requests, please contact us at:  logistics@theheritagecreations.co.uk
The Heritage Craft Creations UK Ltd
Email: contact@theheritagecreations.co.uk
Website: www.theheritagecreations.co.uk
Heritage Creations® — Luxury rooted in tradition.