Orders & Payments
What payment methods do you accept?

We accept secure payments via Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and other payment methods made available through our secure payment providers at checkout.

All payments are processed securely through trusted encrypted payment gateways.

Payment Security
Is my payment information secure?

Yes. Our website uses SSL encryption and secure third-party payment processing technology to help protect your information.

We do not store full payment card details on our servers. Payment information is processed securely by our authorised payment providers.

Order Amendments & Cancellations
Can I amend or cancel my order?

If you wish to amend or cancel an order, please contact us as soon as possible at contact@theheritagecreations.co.uk.

For products subject to a statutory right to cancel, cancellation rights will apply for the period required by applicable consumer law.

For bespoke or personalised products made to your individual specifications, statutory cancellation rights may not apply where the applicable legal exception applies. Where such an order has entered production, cancellation may therefore not be available simply because you have changed your mind.

For other orders that have not yet been dispatched, we will make reasonable efforts to accommodate amendment or cancellation requests.

Please refer to our Returns & Refunds Policy for full details.

International Shipping
Do you offer international shipping?

Yes. Heritage Creations® ships to selected international destinations.

Shipping availability depends on the product, destination, dimensions, weight and available logistics services.

If your country is unavailable at checkout, please contact our logistics team at logistics@theheritagecreations.co.uk, and we will advise whether delivery can be arranged.

Delivery Timelines
How long does delivery take?

Delivery timelines vary depending on:

• Product type
• Production requirements
• Stock availability
• Destination country
• Courier or logistics provider
• Customs clearance
• Seasonal demand

For in-stock products, orders are generally processed within 1–5 business days, unless otherwise stated.

For made-to-order or bespoke pieces, the production timeframe is separate from the shipping/transit timeframe. Estimated production timelines will be communicated where applicable.

Delivery estimates are provided for guidance and may be affected by circumstances outside our reasonable control.

Customs Duties & Taxes
Will I need to pay customs duties or import taxes?

International orders may be subject to import duties, customs charges, local VAT or taxes, customs clearance charges or regulatory handling fees depending on the destination country.

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.

Customs requirements and charges are determined by the relevant destination authorities and may vary between countries.

Product Craftsmanship
Are your products handcrafted?

A large amount of Heritage Creations® pieces are crafted using a combination of artisan craftsmanship, traditional techniques and carefully selected production processes.

Depending on the product category and design requirements, certain stages of production may involve specialised tools or machinery to ensure consistency, structural integrity and quality.

As a result, slight variations in finish, carving, texture, wood grain, tone, patina or detailing may naturally occur and form part of the character and individuality of each piece.

Product Appearance
Will my item look exactly like the product photographs?

We make every effort to present our products as accurately as possible.

However, slight variations may occur due to natural materials, handcrafted detailing, wood grain, finish and production characteristics. Colours may also appear slightly different depending on photography, lighting conditions and individual screen settings.

These reasonable variations are part of the individual character of handcrafted products and do not necessarily constitute defects.

Made-to-Order Products
Are your products made to order?

Selected Heritage Creations® pieces are made to order, handcrafted after an order is placed or produced in limited quantities.

Estimated production timelines will be communicated where applicable.

For selected made-to-order pieces, we may also share photographs or videos during production, giving customers greater visibility of their order's progress.

Can I customise a Heritage Creations® piece?

Selected products are available for bespoke commissions.

Depending on the piece, customisation may include dimensions, finishes, colours, materials or selected design details.

Please contact us before ordering if you would like to discuss a bespoke requirement.

Please note that products made to your individual specifications or clearly personalised may be subject to different cancellation and return rights under applicable consumer law.

Returns & Refunds
What is your returns policy?

Eligible returns may be requested within 14 days of delivery, unless otherwise stated or different statutory rights apply.

Products should be unused, uninstalled and in their original condition, except for reasonable handling necessary to inspect the goods as permitted by applicable consumer law.

Items should be returned in their original packaging where reasonably possible, including protective packaging, accessories, fittings and components supplied with the product.

Proof of purchase or order confirmation is required.

Please review our Returns & Refunds Policy for complete information before arranging a return.

Damaged Deliveries
What should I do if my item arrives damaged?

Please contact us as soon as reasonably possible, preferably within 48 hours of delivery, at contact@theheritagecreations.co.uk and provide:

• Your order number
• Photographs of the item
• Images of the external packaging
• Images of the internal/protective packaging where available
• Clear photographs showing the damage

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

Trade & Hospitality Collaborations
Do you work with interior designers, hotels, or trade clients?

Yes. Heritage Creations® welcomes enquiries from:

• Interior designers
• Boutique hotels
• Hospitality groups
• Restaurants
• Retailers and showrooms
• Architects
• Commercial projects
• Residential projects

We offer access to trade pricing, bespoke commissions, customisation and project-based requirements, depending on the nature and scale of the project.

For trade and professional enquiries, please contact:

trade@theheritagecreations.co.uk

Contact Information
How can I contact Heritage Creations®?
Email: contact@theheritagecreations.co.uk
Website: www.theheritagecreations.co.uk
Heritage Creations® — Luxury rooted in tradition.