Built to Order. Built to Last.

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Because every piece of furniture and outdoor storage we make is handcrafted to your individual specification, our returns policy differs from standard retail. We'd encourage you to read this carefully before placing an order — and to get in touch with any questions beforehand. We'd always rather answer a question upfront than deal with a problem after the fact.

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Bespoke & Made-to-Order Items

The majority of what we make at Frank & Pig is built specifically for you — to your chosen size, wood type, and finish. As such, bespoke and made-to-order items are exempt from the standard 14-day right to cancel under the Consumer Contracts Regulations 2013, which does not apply to goods made to a consumer's personal specification.

This means we are unable to accept returns or offer refunds on bespoke or made-to-order pieces simply because you have changed your mind.

We'd therefore strongly encourage you to:

• Take accurate measurements of your space before ordering

• Review your specification carefully before confirming your order

• Ask us any questions about dimensions, materials, or finish before you commit — we're always happy to help

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Cancellations

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Before production begins:
If you need to cancel your order before we have started work in the workshop, please contact us as soon as possible. In this instance, we will refund your deposit in full, minus any reasonable costs already incurred.

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After production has begun:
Once work has started on your piece, we are unable to offer a full refund of your deposit, as materials will have been sourced and workshop time allocated. The amount retained will reflect the stage of production reached at the time of cancellation.

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After despatch:
We are unable to cancel an order once it has been despatched for delivery.

To request a cancellation, please contact us at sales@frankandpig.com or call 07961 023566 as early as possible.

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Damaged or Faulty Items

We take great care in packaging and delivering every item, but we understand that occasionally things can go wrong in transit.

If your item arrives damaged:

• Please inspect your order at the point of delivery before signing

• If damage is visible, please note this with the delivery driver and photograph the item before it is moved or unpacked further

• Contact us within 48 hours of delivery at sales@frankandpig.com with photographs and a description of the damage

We will assess the damage and, where it is confirmed to have occurred in transit or due to a fault in our workmanship, we will arrange one of the following at our discretion:

• Repair of the affected area

• Replacement of the item

• A partial or full refund, depending on the nature and extent of the damage

Please note that reclaimed wood is a natural material. Variation in grain, colouring, historic marks, knots, and minor surface character are not defects — they are precisely what makes each piece unique, and are not grounds for return.

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Log Stores & Bin Stores

Our log stores and bin stores are installed by our own team on delivery day. Any concerns about the installation or condition of the store should be raised with our team on the day, or reported to us within 48 hours of installation.

All log stores and bin stores come with a 10-year guarantee against structural defect in normal use. This does not cover damage caused by misuse, neglect, inappropriate base preparation, or extreme weather conditions beyond reasonable expectation.

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Items Not Made to Order

For any items purchased from us that are not bespoke or made to your specification — such as home accessories or off-the-shelf stock items — you have the right to return them within 14 days of receipt, unused and in their original condition, for a full refund.

Return postage in this instance is the responsibility of the customer unless the item is faulty or not as described.

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Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If an item is not of satisfactory quality, not fit for purpose, or not as described, you are entitled to a remedy regardless of whether the item was made to order.

If you believe this applies to your order, please contact us and we will work with you to reach a fair resolution.

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How to Contact Us

If you have a concern about your order — whether it arrived damaged, doesn't match what was agreed, or something simply isn't right — please get in touch as soon as possible. We are a small, family-run business and we take every order seriously. We will always do our best to make things right.

Email: sales@frankandpig.com
Phone: 07961 023566

We aim to respond to all queries within 2 business days.