This Shipping & Delivery Policy explains how pieces purchased from Ashlar House are prepared, dispatched and delivered.
It applies alongside our:
Ashlar House Ltd is a company registered in England and Wales under company number 17303130.
For delivery enquiries, please contact:
Email: info@ashlar-house.com
Most Ashlar pieces are acquired by enquiry. The available delivery method, cost and expected timetable will be confirmed before your order is accepted.
Within the United Kingdom, a piece may be delivered:
The delivery method will be selected according to the nature, value, size, weight and destination of the piece.
Unless expressly agreed otherwise, deliveries will require a signature or other confirmation of receipt.
Each piece is inspected, prepared and packed with care appropriate to its materials, construction and value.
The applicable delivery charge will be stated in your quotation or Order Confirmation before you become bound by the order.
Standard delivery within the United Kingdom is complimentary where the total price of the pieces in a single order is £1,000 or more.
Where you request a special or enhanced delivery arrangement, any additional cost will be explained and agreed before the order is accepted.
No delivery charge will be added after acceptance unless:
The time required to receive a piece may consist of:
Pieces held in stock may be available for dispatch promptly after payment and any required checks have been completed.
Where a piece is produced or sourced to order, we will provide an expected production timeframe before accepting the order.
Bespoke and personalised commissions may require additional time for:
Any expected production or delivery date will be stated in your Order Confirmation. Unless expressly described as guaranteed, dates and timeframes are estimates.
We will keep you informed if we become aware of a material delay.
Where no different delivery period has been agreed with a consumer, we will deliver without undue delay and no later than 30 days after the contract is formed.
Your legal rights relating to delayed delivery are not affected by this policy.
We will normally dispatch a piece only after:
Where tracking is available, we or the carrier will provide the relevant tracking or delivery information.
Dispatch confirmation does not transfer the risk of loss or damage to a consumer. Risk passes only as described in section 10 below.
You are responsible for providing a complete and accurate delivery address, postcode, recipient name and contact details.
Please check these details carefully before confirming your order.
You must contact us promptly if the delivery information needs to be changed. We cannot guarantee that an address can be changed after a piece has been dispatched.
We may decline to deliver to:
This is particularly important for valuable, fragile or age-restricted pieces.
We are not responsible for delay or failed delivery caused by incomplete or inaccurate information supplied by you. However, this does not affect our responsibility for any error made by us or by a carrier acting on our behalf.
Please ensure that an appropriate person is available to receive the delivery.
Depending on the service used, the carrier may:
Unless an order is subject to a personal or age-verified delivery requirement, delivery may be accepted by an appropriate person present at the specified address.
A carrier will not be instructed to leave a valuable or age-restricted piece unattended unless we have expressly agreed that arrangement and it is lawful and appropriate to do so.
If delivery cannot be completed, the carrier may:
You are responsible for following any reasonable redelivery or collection instructions provided by the carrier.
Where delivery fails because:
we may charge the reasonable direct cost of redelivery or of returning and resending the piece, where lawful.
We will explain any additional charge before arranging a further dispatch.
Nothing in this section limits your statutory cancellation rights or your rights where the piece or delivery service does not conform to the contract.
Delivery may be affected by circumstances outside our reasonable control, including:
Where such an event affects your order, we will contact you as soon as reasonably possible and take reasonable steps to minimise the delay.
If a delay becomes substantial, or we are no longer able to fulfil the order, you may be entitled to cancel the affected part of the order and receive a refund.
A piece remains at our risk until it is delivered into:
Risk of loss or damage passes to you at that point.
Where you independently appoint a carrier that was not offered or arranged by us, risk may pass when the piece is delivered to that carrier, as permitted by law.
Ownership passes in accordance with our Terms of Sale, normally on the later of:
Please inspect the external packaging and the piece reasonably promptly after delivery.
If a package appears damaged, or a piece is missing or damaged, please contact:
Please provide, where available:
Please retain the piece and all packaging until we confirm whether they are required for inspection, return or a carrier claim.
Prompt notification assists us in investigating the matter, but failure to notify us immediately does not remove any statutory rights you may have.
Where a piece is lost or damaged before risk passes to you, we will provide the remedy required by law and our Returns & Refunds Policy.
We deliver principally within the United Kingdom.
Delivery to another country may be considered on request but is not guaranteed. Please contact info@ashlar-house.com before placing or confirming an international order.
International delivery depends on factors including:
The available service, delivery charge and expected timeframe will be confirmed before the order is accepted.
We may decline or cancel an international order where we cannot lawfully or reasonably deliver the piece to the requested destination. If we cancel for this reason, we will refund any amount paid for the unfulfilled order.
International delivery estimates do not include delays caused by customs or border authorities.
Unless we expressly agree otherwise in writing, international orders are sent on the basis that the recipient is responsible for any charges imposed in the destination country, including:
These charges are not included in the price of the piece or the delivery charge quoted by us.
We cannot guarantee the amount of any charge, as it is determined by the relevant authorities and may depend on the piece’s value, classification, materials, country of origin and destination.
You are responsible for ensuring that the piece may lawfully be imported, possessed and used in the destination country.
We will complete customs documentation accurately and will not declare a false value or describe a commercial purchase as a gift.
If an international parcel is refused, remains uncollected or is returned because duties, taxes or clearance charges were not paid, we may deduct reasonable and irrecoverable delivery, return, customs and handling costs from any refund, to the extent permitted by law.
Your mandatory consumer rights under applicable law are not affected.
International returns are governed by our Returns & Refunds Policy.
Where an international return is accepted, you are responsible for:
Please contact us before sending an international return.
We cannot guarantee that duties, taxes or fees paid to a foreign authority will be refunded by that authority. You may need to apply directly to the relevant customs or tax authority.
Where a piece is faulty or does not conform to the contract, we will bear reasonable return costs as required by applicable law.
Certain cutters, scissors, blades or related pieces may be subject to statutory age and delivery restrictions.
Where those restrictions apply:
We may use a specialist age-verified delivery service where required.
If the legally required verification cannot be completed, the piece will not be delivered.
Collection or hand delivery may be arranged by prior agreement for certain orders.
The date, time, location and identity of the person authorised to receive the piece will be agreed in advance.
We may require:
A piece is treated as delivered, and risk passes, when it is handed to you or to the authorised recipient.
Where an order contains more than one piece, we may propose delivering the pieces separately.
We will inform you before doing so where this would materially affect the delivery arrangements, timing or cost.
You will not be charged an additional delivery fee solely because we choose to divide an order into separate deliveries, unless that arrangement was requested or agreed by you.
For delivery questions, address changes, transit damage or missing parcels, please contact:
Ashlar House Ltd
Email: info@ashlar-house.com
Last updated: 16 July 2026