How can we help you?

Once an order has been received the following process will be followed.

Order Preparation Process

You will receive an automatic email order confirmation. If not received please quickly check your junk mail folder before contacting us to resend it for your records.

The order will be processed by our customer services team.

A) If your order involves a plaque or bench engraving has been requested then our trained engraving team will create a mock-up of the requested engraving.

B) The engraving mock-up will be sent via email for your approval. Once email approval of a mock-up has been received then the order will proceed to the despatch process.

4. If no engraving has been requested then the despatch process will begin.

5. A) If your order includes a unique piece of furniture (including all live edge table and benches, teak root tables and lights) then our team will send you images of the available items for you to select the one that is right for you.

B) Once you have confirmed your furniture selection the final preparations of it will be made to enable despatch from our warehouse.

 

Despatch Process  

Your order will be picked, and quality checked before prepared for despatch.  

Your order will be securely packed and despatched according to the courier for the item ordered.  

You will receive a despatch notification once your order has left our warehouse.  

 

Delivery Process  

Delivery of your item will take place according to the delivery method described in the FAQ and delivery information.

Field and Hawken is pleased to be able to offer the following delivery upgrade options to our standard delivery service. Where possible these are made available at point of order online. However, if they are not present please contact our customer service team for assistance. Available upgrades to standard delivery services are as follows.

Pallet Deliveries; Expedited Delivery, AM or PM Delivery Window, 1 Person or 2 Person Service, Highlands / Scottish Islands / Isle of Man / Scilly Isles / Channel Islands, Europe.

DPD Deliveries: Saturday delivery, Highlands / Scottish Islands / Isle of Man / Scilly Isles / Channel Islands, Europe .

We try to provide as much information regarding size, shape, and weight online. If you have any questions or require further information, then please do not hesitate to contact our customer service team. It is the responsibility of the customer to ensure that there is sufficient access to the property to allow either for our 2-man team (where arranged) or for you to transport the item to its required location. Most of our items will be delivered with a level of disassembly to aid with access but generally a minimum of 74cm access width is recommended along the route of delivery (this is standard door width).

Where longer length items have been ordered customers should be mindful of turning areas and sharp turns which may restrict ease of access.

Unfortunately, if a 2-man delivery cannot be completed due to issues with accessibility then any re-attempted deliveries will be chargeable.

If an item needs to be returned that has been delivered through another courier method (E.g., Pallet) because of issues with accessibility then the returns surcharge will be applied to the refund that will be provided.

We accept most credit/debit cards via Stripe, PayPal, ApplePay, GooglePay and Klarna as methods of payment.

If you have any questions during or after the delivery of your Field & Hawken order then please do not hesitate to contact our customer services team by emailing support@fieldandhawken.co.uk or calling 0118 942 2248

Field & Hawken wants to ensure that our customers have complete confidence when purchasing any of our products which is why we are pleased to provide the following commitments;

 

– All items are prepared and quality checked by our warehouse team before they are despatched.
– Return and full refund (less return charge) for all unused non personalised orders within 14 days of delivery.
– Immediate, no quibble replacement for any items damaged during transit to customer.
– Extended replacement protection for any furniture that suffers a natural fault in the wood that results in a structural weakening within 1 year of delivery and where repair is not a viable resolution.

 

Fault must not have been caused or contributed to by misuse or action taken to the item that may have weakened it.

Field & Hawken is committed to providing quality products from reliable manufacturers and this is monitored through Quality Control processes. However, accidents and errors do hwp-contenten that cause damage to our products.

 

In the unusual instance that you are affected by this then Field & Hawken will replace your product at no charge.

 

Field & Hawken ask that you check all products upon delivery and before signing the delivery note for acceptance of the item. Any issues or damage should be marked on the delivery note and Field & Hawken should be notified immediately to enable any issues to be dealt with.

 

Field & Hawken cannot be liable for any subsequent damage once goods have been signed for and accepted by a customer. Please contact us via support@fieldandhawken.co.uk or 0118 942 2248.

 

Our team will ask you to provide images of any issues to help understand the issue better and identify where a problem may have occurred in our supply chain so please try to take these for us.

Refunds are issued once the item has been received back to our warehouse and checked. This is typically 10 working days after collection. Please note that it can take an additional 3-5 working days to show back in your account (dependant on payment method).

Unfortunately, it is not possible to return and receive a refund on an item that has been customised (such as an engraving, plaque or treatment) which is why we try to avoid any such concerns by providing product images on our website and mock-ups during the order confirmation process.

 

If there has been an error in what has been despatched versus what was ordered, then please contact us immediately and we will rectify this.

 

In the unusual situation that there has been damage during transit then please contact us immediately and we will rectify this, which if necessary, will include providing a full replacement. You will be likely to be asked to provide images of the damage or areas of concern to assist us with taking the right course of action.

 

If you have any other concerns regarding your order after it has been delivered, then please contact us straight away so that we can assist you.

Field & Hawken do not place an incremental charge on deliveries on orders above £30 that delivered within the whole of the UK mainland so that our customers do not get surprises at checkout. To help maintain this benefit for all our customers, when a return is requested for non-product fault reasons, we apply a small returns surcharge. The returns surcharge will be deducted from the refund of your order depending upon the item ordered.

The returns surcharge and information for customers for all items is provided in the delivery and returns section of our website. However, they are summarised as follows:

DPD – £7 per box via parcel shop, £10 per box from home collection. 

Tuffnells – £15

Pallet – £60

2 Person collection item – £100

If upon receipt of your item it is not damaged, but you decide that the item is not quite right for you and you wish to return it then please contact Field & Hawken to arrange a collection within 14 days of the delivery of the item.

 

We will provide a full refund on your order less a returns surcharge. The refund will be wp-contentlied back to the original payment method no more than 10 working days after the items have been returned and checked by our warehouse team.

 

Items must be returned in a saleable condition. Unfortunately, we will be unable to provide refund if the returned item is damaged, used or in an unsaleable condition upon arrival at our warehouse.

 

Please review the returns section of the website for full details on how to return as item and how Field & Hawken can support you with this.

Field & Hawken is following official directives and advice and continues to be operating fully in support of our customers. An increase in use and availability of hand sanitisers and disinfectant wipes across our business is in place along with regular handwashing, cleaning of surfaces, handles etc.

 

Whilst the current situation is certainly challenging, our business model enables us to maintain full operations under the current government guidance without any impact to customers ordering online. We will continue to monitor the situation and continue to prioritise the health and safety of our staff and customers.

 

At present our showroom remains closed due to government instruction and we will re-open once it is safe to do so. When this occurs, we will update our opening hours information online. Online orders will still be able to be placed and deliveries made as usual.

 

Currently our courier partners are operating as normal. Whilst current research shows that the virus could live on certain surfaces for up to a few days there is currently no known risk of transmission via packages/mail. However, as an additional precaution, we recommend you wash your hands after opening any package.

 

Our customer service operations are available on email and on the phone: Monday-Friday, 9am-5pm and Saturday 10am-3pm.