These Terms of Sale govern the purchase of pieces from Ashlar House Ltd, referred to in these terms as “Ashlar House”, “we”, “us” or “our”.
Ashlar House Ltd is a company registered in England and Wales under company number 17303130. Our registered office details are available in the legal information displayed elsewhere on our website.
You can contact us at info@ashlar-house.com.
Please read these terms before placing an order. By placing an order with us, you agree to be bound by:
Together, these documents form the contract between you and us. If there is any inconsistency, an expressly agreed order-specific term will take priority for that order.
Nothing in these terms affects any rights that cannot lawfully be excluded or limited.
You are a consumer if you are an individual purchasing wholly or mainly for purposes outside your trade, business, craft or profession.
You are a business customer if you are purchasing wholly or mainly for purposes connected with a trade, business, craft or profession, including on behalf of a company, club, retailer, hospitality establishment or other organisation.
Certain statutory rights described in these terms, including distance-selling cancellation rights, apply only to consumers. Additional or separate terms may apply to trade, wholesale, collaborative or commercial orders.
If you place an order on behalf of an organisation, you confirm that you have authority to bind that organisation.
Ashlar House offers fine cigar accessories, sculptural objects and related pieces. Our collection may include pieces produced by Ashlar House, pieces created in collaboration with specialist ateliers and carefully selected pieces offered through our partner makers.
Some pieces are held in stock, while others are produced or sourced to order. Availability, production arrangements and estimated timings will be confirmed before your order is accepted.
We take reasonable care to describe and present each piece accurately. Images, samples and digital renderings are intended to provide a faithful representation, but colours, reflections, surface finishes and proportions may appear differently depending on lighting, photography and screen settings.
Dimensions and weights are approximate unless expressly stated to be exact. Handmade and individually finished pieces may be subject to reasonable production tolerances.
Some Ashlar pieces incorporate natural materials, including obsidian and other forms of stone, wood or leather.
Natural variations in colour, tone, pattern, veining, inclusions, translucency, surface and internal character are inherent to these materials. No two pieces will necessarily be identical, including pieces of the same model or material variety.
Metal, plated and polished surfaces may also develop a natural patina or show gradual changes through handling, use and exposure to the surrounding environment.
Minor variations of this nature do not, by themselves, constitute a defect. This does not affect your rights where a piece is faulty, materially different from its description or does not meet an expressly agreed specification.
Most Ashlar pieces are acquired by enquiry.
Submitting an enquiry does not place an order and does not create a contract. It is a request for us to confirm matters such as availability, specification, price, production time and delivery arrangements.
Where we are able to proceed, we may send you a quotation, payment request, invoice or proposed specification. Unless expressly identified as an Order Confirmation, these documents do not constitute our acceptance of your order.
You place an order by confirming that you wish to proceed in accordance with the quotation or specification and by completing any payment or other step requested by us.
A binding contract is formed only when we send you an email expressly confirming that your order has been accepted. We refer to this email as the Order Confirmation.
An automated acknowledgement, an acknowledgement of an enquiry, a quotation, an invoice or the receipt of payment does not by itself constitute acceptance unless we expressly state otherwise in writing.
We may decline an enquiry or order before sending an Order Confirmation. This may occur where, for example:
If we have received payment but do not accept the order, we will return the amount paid in full.
A bespoke or personalised piece is one made to your individual specifications or clearly personalised for you. This may include custom dimensions, commissioned artwork, personalised engraving, customer-selected configurations, specially sourced materials or substantial alterations to a standard design.
Before commencing bespoke work, we may ask you to approve a written specification, drawing, rendering, material selection or other design information. You are responsible for reviewing this information carefully and notifying us promptly of any error.
Once a specification has been approved, requested changes may:
We may make minor technical or construction changes where reasonably necessary to produce the piece, provided those changes do not materially alter its agreed appearance, purpose or quality.
Where you provide artwork, a logo, wording, imagery or other material for incorporation into a piece, you confirm that:
We may refuse to reproduce material that we reasonably believe is unlawful, infringing or unsuitable.
A standard collection piece does not become bespoke or personalised merely because it is produced or sourced after your order is placed.
Bespoke commissions may also be governed by a separate commission agreement. Where one is issued, it will form part of the contract and will take priority in relation to the bespoke work.
The price payable is the price stated in your Order Confirmation.
Unless stated otherwise:
Ashlar House Ltd is not currently registered for VAT. We therefore do not charge VAT or issue VAT invoices. This position may change in the future, but any change will not affect an order already accepted unless required by law.
For international orders, the price does not include import VAT, customs duties, clearance fees, local taxes or similar charges imposed by the destination country. You are responsible for these charges unless we expressly agree otherwise in writing.
If we identify a pricing error before accepting your order, we will provide the correct price and ask whether you wish to proceed.
If an obvious and unmistakable pricing error is discovered after acceptance and you could reasonably have recognised the price as incorrect, we may cancel the order and refund any amount paid.
We will not change the agreed price after accepting your order unless:
Any additional charge will be agreed before the additional work is undertaken.
Payment may be made by bank transfer or by card through our appointed payment provider, as arranged with you.
The required payment schedule will be stated in the quotation, invoice or Order Confirmation. Depending on the nature of the order, we may require:
Payment must be made in cleared funds by the stated deadline. We are not responsible for bank charges, currency-conversion charges or other fees imposed by your payment provider.
We will not normally dispatch a piece until all amounts due for that order have been received.
Where an amount remains unpaid after its due date, we may suspend work or delivery and contact you to request payment. If payment is still not made within a reasonable period, we may cancel the order. Any refund or retained amount will be determined in accordance with the nature of the order, the work already completed, our reasonably incurred costs and your applicable legal rights.
Ownership of a piece passes to you on the later of:
Delivery is governed by our Shipping & Delivery Policy, which forms part of these terms.
The available delivery methods, charges and estimated timetable will be confirmed before your order is accepted.
Where a piece is made or sourced to order, the production period and the delivery period may be stated separately. Unless expressly described as guaranteed, production and delivery dates are estimates.
We will deliver within the period stated in your Order Confirmation. If you are a consumer and no delivery period has been agreed, we will deliver without undue delay and no later than 30 days after the contract is formed.
You must provide a complete and accurate delivery address and any information reasonably required to complete delivery. We are not responsible for delay or non-delivery caused by incomplete or inaccurate information supplied by you.
Delivery is completed when the piece is delivered into your physical possession or the possession of a person identified by you to receive it. Risk of loss or damage passes to you at that time.
If you arrange your own carrier and that carrier was not offered or arranged by us, risk may pass when the piece is delivered to that carrier, as permitted by law.
You should inspect the package and piece reasonably promptly after delivery. If it appears to have been lost or damaged in transit, please contact us as soon as reasonably possible and retain the packaging and any relevant photographs. A failure to contact us immediately does not remove any statutory rights you may have.
International delivery is offered only where confirmed by us. We may decline or cancel an international order where legal, customs, insurance, carrier or delivery restrictions prevent us from fulfilling it. Where we cancel for this reason, we will refund the amounts paid for the unfulfilled order.
Our Returns & Refunds Policy explains how to cancel an order, return a piece or seek a remedy where a piece is faulty, damaged, misdescribed or otherwise does not conform to the contract.
If you are a consumer purchasing at a distance, you will generally have the right to cancel a standard order within 14 days after the day on which you, or a person nominated by you, receives the piece.
Exceptions apply. In particular, the statutory right to cancel for a change of mind will not normally apply to pieces made to your specifications or clearly personalised for you.
The fact that a standard collection piece is made or sourced after an order is placed does not, by itself, remove the consumer’s cancellation right.
Cancellation rights are separate from your rights where a piece is faulty, not of satisfactory quality, not fit for a purpose made known to us or not as described. Bespoke and personalised pieces remain subject to these rights.
Business customers do not have a statutory cooling-off period. A business order may be cancelled or returned only where expressly agreed by us or required by law.
We are under a legal duty to provide pieces that conform to the contract.
For consumers, pieces must be:
Where a piece does not conform to the contract, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and the applicable law.
Nothing in these terms or our other policies limits these rights.
Damage caused by misuse, accidental damage, unauthorised repair or alteration, failure to follow supplied care instructions, normal wear and tear or the inherent characteristics of a natural material will not ordinarily amount to a manufacturing fault, except where the law provides otherwise.
You are responsible for using and caring for each piece in accordance with its intended purpose and any instructions supplied by us.
Natural stone, glass, polished metal, plating, wood, leather and other specialist materials may require particular care. Exposure to impact, abrasion, chemicals, excessive heat, moisture or unsuitable cleaning products may cause permanent damage.
Where a piece incorporates a blade, cutting mechanism, flame or other potentially hazardous element, it must be handled responsibly and kept away from children.
Nothing in this section excludes liability for a defective or unsafe product or otherwise limits rights that cannot lawfully be excluded.
Certain cutters, scissors, blades or other pieces may be subject to statutory age restrictions.
Where a piece is legally age-restricted:
We may decline or cancel an order where the required checks cannot be completed. If an order is cancelled for this reason, we will refund any amount paid, subject to any lawful deduction expressly agreed in advance.
You are responsible for ensuring that the purchase, importation, possession and use of a piece are lawful in your location. This does not relieve us of our own legal responsibilities as a seller.
We are not responsible for delay or failure caused by circumstances outside our reasonable control, including disruption affecting transport, customs, communications, energy supplies, materials, specialist ateliers or essential suppliers.
If such an event affects your order, we will contact you as soon as reasonably possible and take reasonable steps to minimise the effect.
Where the delay is substantial, or we can no longer fulfil the order, you may be entitled to cancel and receive a refund for any part of the order not supplied. Your statutory rights relating to delayed delivery are not affected.
Nothing in these terms excludes or limits our liability for:
If you are a consumer, we are responsible for loss or damage that is a foreseeable result of our breach of the contract or our failure to use reasonable care and skill.
Loss or damage is foreseeable if it is obvious that it will happen or if, when the contract was formed, both you and we knew that it might happen.
We are not responsible for losses that are not foreseeable or for losses resulting from your misuse of a piece, failure to follow supplied instructions or unauthorised alteration of the piece.
The pieces supplied under consumer orders are intended for private use. We are not responsible for business losses suffered by a consumer, including loss of profit, revenue, business opportunity or commercial reputation.
This section applies only where you are a business customer.
Nothing in these terms excludes or limits liability for any matter that cannot lawfully be excluded or limited.
Subject to that, we will not be liable for:
To the fullest extent permitted by law, our total liability arising out of or in connection with an order will not exceed the total price paid or payable for that order.
Any limitation or exclusion in this section applies only to the extent that it is lawful and reasonable.
We aim to resolve concerns fairly and promptly.
Please send complaints to info@ashlar-house.com, including:
We will acknowledge and investigate the complaint within a reasonable period.
Where a consumer complaint cannot be resolved through our internal process, we will provide information about an appropriate alternative dispute resolution body where required by law. Unless we are legally required or have expressly agreed to do so, we are not obliged to participate in a particular alternative dispute resolution procedure.
We process personal information in accordance with our Privacy Policy.
Where identity or age verification is required, information will be collected and used only as described in that policy and in accordance with applicable data-protection law.
You may not transfer your rights or obligations under the contract without our written consent.
We may transfer our rights or obligations to another organisation, but we will ensure that this does not reduce the rights of a consumer under the contract.
The contract is between you and us. No other person has a right to enforce its terms under the Contracts (Rights of Third Parties) Act 1999.
Each section of these terms operates separately.
If a court or relevant authority finds any provision unlawful or unenforceable, the remaining provisions will continue in effect.
If we do not immediately insist that you perform an obligation under the contract, or if we delay taking action in respect of a breach, this does not mean that we have waived our rights.
We may update these terms from time to time.
The version applying to an order is the version in force when we send the Order Confirmation. Changes made afterwards will not alter an existing contract unless:
These terms and the contract are governed by the law of England and Wales.
If you are a consumer resident in another part of the United Kingdom, you will also retain any mandatory protections available under the law applying where you live.
Consumers may bring proceedings in the courts of England and Wales or, if they live in Scotland or Northern Ireland, in the courts of the part of the United Kingdom in which they live.
Consumers resident outside the United Kingdom may also benefit from mandatory protections under the law of their country of residence where those protections apply.
If you are a business customer, the courts of England and Wales will have exclusive jurisdiction over any dispute arising from or connected with the contract.
Last updated: 16 July 2026