1. Delivery Method
All orders are delivered using specialist furniture couriers experienced in handling large, heavy, and handcrafted items. By placing an order, the customer agrees that delivery will be carried out by these third‑party couriers on behalf of Riviere Custom Coffee Tables.
2. Packaging
Each table is securely packaged prior to collection. Packaging includes, but is not limited to:
- Protective wrapping to safeguard the finish
- High‑quality padding and stabilisation materials
Riviere Custom Coffee Tables takes all reasonable steps to ensure the product is adequately protected throughout transportation.
Legs and table top may be packaged separately to ensure additional protection. This will be agreed with the customer before delivery is booked.
3. Delivery Costs
Delivery charges are included within the personalised quote provided at the time of ordering. No additional delivery fees will be applied unless the customer requests changes to the delivery address or special delivery arrangements after the quote has been issued.
4. Delivery Dates
Estimated delivery dates will be agreed and provided once the order is nearing completion.
- Inspection Upon Delivery
Customers are required to inspect the table upon delivery. Any visible damage to the packaging or the product must be reported within 24 hours of receipt.
6. Damaged Goods
In the unlikely event that the table arrives damaged:
- The customer must notify Riviere Custom Coffee Tables as soon as possible and within 24 hours of delivery.
- Clear photographs of the damage and packaging must be provided
- The issue will be assessed and an appropriate remedy offered, which may include repair, replacement, or another suitable resolution
Failure to report damage within the stated timeframe may affect the ability to claim for courier‑related issues.
7. Failed Delivery
If a delivery attempt fails due to the customer not being available or not providing accurate delivery information, additional delivery charges may apply.
Here’s a friendlier, more welcoming Returns Policy that still keeps the clarity and professionalism you need for a bespoke, handcrafted product business. It feels approachable without losing the structure of proper terms.
Returns Policy
1. Custom‑Made Products
Every table is handcrafted to your chosen size, style, and finish, making each piece completely unique. Because of this bespoke nature, returns can’t be accepted for changes of mind or personal preference once the order has been completed.
2. When a Return May Be Considered
We want you to be genuinely delighted with your table. A return may be considered if:
- There is a clear manufacturing defect
- The table does not match the agreed specification
- There is an issue with craftsmanship that falls within the scope of the lifetime guarantee
Please note that natural variations in wood grain, colour, knots, and texture are part of what makes each piece special, and are not considered defects.
3. Reporting an Issue
If something doesn’t seem right, please get in touch within 14 days of delivery.
To help me understand the issue, you may be asked to provide:
- A description of the concern
- Clear photos of the affected area
- Any relevant details about the delivery or packaging
This allows us to assess the situation quickly and fairly.
4. How Issues Are Resolved
Once the issue has been reviewed, we’ll work with you to find the best solution. This may include:
- Repairing the affected area
- Replacing the table
- Offering a partial or full refund, where appropriate
The most suitable option will depend on the nature of the issue, and we’ll always aim for a resolution that leaves you feeling supported and valued.
5. What Isn’t Covered
Returns cannot be accepted for:
- Accidental damage or misuse
- Normal wear and tear
- Natural wood characteristics (grain, colour variation, knots, etc.)
- Damage caused by improper care, cleaning, or environmental conditions such as heat, moisture, or direct sunlight
These exclusions are consistent with the limitations of the lifetime guarantee.
6. Return Shipping
If a return is approved due to a confirmed manufacturing issue, we will arrange collection using a specialist furniture courier at no cost to you.
If the return is for a reason not covered under this policy, the customer may be responsible for courier costs.