Terms & Conditions

This website is owned and operated by:

Bethan Gray Design Limited
116 Great Western Studios
65 Alfred Road
London W2 5EU

Registered in England and Wales.
Company registration number 07465218.
VAT registration number 811930256.

For customer services and enquiries, please contact us.

1. How to place an order

Orders can be placed through our website, over the phone or via email. After you have placed an order with us, we will email you within 24 hours (or next working day) with an order confirmation and additional information relating to your order. Once you have received a confirmation you will have entered into a purchase contract with us.

In the unlikely event that there is a pricing mistake or the goods are no longer available, we will advise you of this. In this case you will not receive a confirmation email and therefore, there will be no contract between us.

2. Delivery

We deliver using a variety of logistics partners depending on the size of the item and destination. While we do everything we can to adhere to delivery times stated, Bethan Gray Design cannot be held responsible for any delays which are beyond our control. Items are delivered by single drivers to the ground floor of your property only. Please contact us if you need a different level of service. Please be advised that levels and types of service will vary according to the country of destination.

Our products are quality-checked before leaving the factory to ensure they are in perfect condition. Please inspect your goods upon arrival and do not sign for them unless you are certain that they have arrived in good condition. If you are unable to check the contents on arrival please specify that you have inspected the box only (remark on its condition if possible) and please check goods within 24 hours. If you sign for the goods and they turn out to have been damaged, the transport company will not assume liability.

In order to keep your goods in the best condition possible during transit, they are carefully packaged to avoid damage. It is essential you keep the packaging until you are 100% satisfied with your order. If you wish to return your order for any reason we can only accept the products if returned in their original packaging. It also essential to keep the packaging until you are 100% satisfied with the order because in case of damage the delivery company will need to inspect the packaging.

Delivery company disclaimer:

Please be aware that although our delivery drivers take every care when delivering your products, we cannot be held responsible for any damages that occur to your property or possessions whilst the delivery is in process. It is your responsibility to take every care to cover any carpets or furniture and remove any valuables, including pictures, from the delivery area.

Delivery charges and surcharges apply.

If you need information on weight of the items, please contact us.

3. Cancellations and Returns

You are able to cancel your contract with us at any time up to 14 days after the day of delivery. If you wish to cancel your order you must contact us.

If you request a refund, we will refund the amount you paid for your goods excluding the original delivery and the charge for returning the goods (unless they are faulty or damaged). The delivery charge is non-refundable. If you fail to take reasonable care of the goods before they return to us and this causes the damage or deterioration of the products, we will charge you for the reduction in value.

Any products returned should be unused and in their original packaging. Therefore, please check your goods thoroughly to ensure you are satisfied before disposing of your packaging.

Custom size or bespoke items cannot be returned.

For security reasons, refunds are given by the same method that the original payment was made by.

This cancellation policy does not affect your statutory rights.

4. Faulty Goods

We work hard to ensure your goods arrive in a perfect condition. However, if you should find any problem with your order please contact us immediately. We will refund you the full amount if you return the product to us within 30 days after the date of purchase.

Please do not attempt to fix the problem yourself, contact us first. We are unable to accept any goods back if changes have been made, as it will invalidate the manufacturer’s warranty.

All products are 100% handmade by artisans around the globe. Due to the hand-crafted nature of our products, there may be minor flaws & imperfections, which we believe are characteristics of the processes and add to the beauty and individuality of the items. We try to display our products as accurately as possible on our website. However, as different computers display different colours, we cannot guarantee the complete accuracy of the pictures or photographs shown.

If you are unsure whether the colour or finish will match your interior, we advise you to request a sample from us before purchasing.

5. Privacy & Cookie Policy

For our privacy policy, please see Privacy & Cookie Policy.

These terms were last changed on 17 December 2018.