Please check these FAQs for answers to the most common questions. It’ll hopefully save you an email or phone call!

Coronavirus Information

A MASSIVE, MASSIVE thanks to all key workers

We want to take a moment to thank all of our key workers at this challenging time for everyone. It's amazing to see so much of the country pull together. We're in awe of everyone who's helping keep us running, with a particular shout out to NHS workers in these unprecedented times and we want to help say a MASSIVE, MASSIVE thank you.

So we've teamed up with Original Travel who are hosting a fantastic competition for NHS workers. There's a massive £50k worth of prizes available including one of our Moko Vintage Velvet Chairs. Head over to their Insta page @originaltravel or website: https://www.originaltravel.co.uk/nhs-competition-entry to enter. Stay safe everyone. #AtYourService 

H&W Coronavirus Information

Last updated 18th May 2020

The health and safety of everyone connected to H&W is our priority and of paramount importance. We wish everyone well at this challenging time and our thoughts are with anyone impacted.

We are following government advice very closely and, as an online business, current advice is we are able to continue to operate and continue with deliveries.

We are therefore continuing to operate online, whilst making some important changes to help ensure the safety of both our customers and team:

We are now working remotely albeit fully connected to ensure business as usual - we're still here for you when you need us.

We and our partner workshops, suppliers and delivery partners have stepped up sanitisation procedures and are following social distancing guidance for deliveries.

For our Reclaimed Range, we have implemented additional delivery procedures to avoid unnecessary social contact. We will provide further information when we get in touch to schedule deliveries. 

We're working as quickly as possible to deliver orders up and down the country, helping to support home working, whilst adhering to stricter operating and delivering procedures. There may be some delays delivering some items whilst these procedures are in place, we will contact you with further information if necessary. Please also check product pages and delivery information during checkout for further details.

We're monitoring government advice closely and should this impact our operations or deliveries, we'll provide further updates.

Please stay safe and please don't hesitate to contact us with any queries.

Best wishes,

Chris

Founder

Delivery & Packaging

Please check our Delivery & Packaging page which contains all the details for all things delivery.

Please also check the product page of the item you ordered for additional, product specific, delivery information.

When your place an order with us you will receive both an initial order confirmation email and/or an SMS.

Once your items have been dispatched, you will either receive a further email/SMS with tracking information for your order – if you ordered multiple items these may be dispatched separately and you will receive tracking information in separate emails/SMS.

Alternatively, for some furniture items you will be contacted directly by email and/or phone by our delivery partners who will provide further delivery information directly to you.

If you have ordered multiple items of different types, they may be dispatched via different delivery partners at different times. This is all to help with delivery times and to cut out unnecessary packaging and mileage.

If this is the case, you will receive different delivery information to help you track the different items in your order.

For smaller items, you will be left a calling card by our delivery partners. This will contain the necessary details for you to contact them to arrange re-delivery. Please arrange re-delivery as soon as possible and always within 7 days to avoid your order being returned, after which additional delivery charges will apply.

For larger furniture items, where a specific delivery service and day/time has been arranged, delivery will need to re-arranged for which there may be an additional fee. Please contact us if you need assistance.

Please check our Delivery & Packaging page which contains all the details about how we package products.

Our Reclaimed Range is delivered by our partner's specialist delivery team and assembly in a room of choice is included in the delivery charge. Tables are typically delivered unassembled to aid with access to properties (for larger tables over 220cm pre-assembly may be required due to their weight). Benches are typically pre-assembled as they are smaller but this can be completed when delivered, for difficult spaces. Please contact us with any queries.

All other furniture either comes ready assembled or only requires simple assembly (such as attaching legs) and instructions are provided. Unfortunately, at this time, our deliver partners do not offer an assembly service. It’s something we hope to be able to offer in the future.

If you need to add specific delivery instructions to your order, please add these during checkout in the delivery notes section.

If you have a new property which isn’t yet recognised by GPS devices, to help ensure a smooth delivery experience, please include specific instructions such as directions and be sure to include a contact number.

Ordering

For many of our products, we offer different sizes or colours. Sometimes we are waiting on more stock of a particular size or colour whilst others are still in stock, so they are immediately available for delivery.

Once an order has been placed, if it has been dispatched we will be unable to cancel or amend your order. Please contact us as soon as possible if you wish to cancel or amend your order and we will advise of an order’s delivery status.

Orders that have been dispatched can be returned within 14 days for a refund or exchange, once delivered.    

Returns & Refunds

Please check our Returns & Refunds page for all the relevant information.

Customer Service

You can contact us by email or on the phone. Email is usually the speediest way to reach us. We’re available between 9.30am to 5.30pm Monday to Friday excluding public holidays.

Please check our Contact Us page for all the details of how to contact us.

Reclaimed Furniture Information, Use & Aftercare

General information

Part of the beauty of reclaimed wood furniture is its lived-in look. In its former life – which could be anything from flooring to coal carriage sides – reclaimed wood will inevitably have picked up a few knocks and bumps along the way but we believe it all adds to a unique character that can only be acquired with time.

As reclaimed wood is a natural, living material, the appearance of the wood and exact colour/finish may vary from the photos shown.

Part of its charm is that it develops over time. This means that surface splits/spreading may start to appear with the natural movement of the wood when it adjusts to a new environment. Knots will vary in size and location, each piece of furniture will have varying indentations and imperfections, and a subtle colour variation can also be expected. These distinctive qualities give the reclaimed range a unique feel, as no two pieces will be exactly the same.

IMPORTANT: Reclaimed wood pieces are not suitable to be placed in direct sunlight or too near radiators. Should you choose to position the furniture in these places you must be aware this may cause the wood to warp or crack and we cannot replace items.

Rings from cups and mugs and red wine spills are a common occurrence on tables. We recommend using coasters and placemats for protection – making sure to wipe up any spills quickly to prevent staining. 

Cleaning

Cleaning your furniture from time to time will protect it from any stains forming. An old cotton T-shirt or lint-free dishtowel works well to remove any dirt or crumbs. Wet the cloth lightly, wring out so it’s just damp, and wipe!

Furniture polish is not recommended. These products often build up a residue and actually attract dust. A beeswax polish can be used as an alternative to furniture polish, to help both nourish and polish the furniture plus add further water resistance.

For stubborn grease stains, you can use 1 part lemon juice to 2 parts olive oil. Mix, then use sparingly and go up the table a plank at a time with a lint free cloth.

Waxed/unlacquered finishes

Our waxed/unlacquered finish reclaimed wood furniture is finished with a coating of Fiddes furniture wax. From time to time it’s worthwhile reapplying another layer to keep building up protection. It will also help with any chips or colour loss. Alternatively, a beeswax polish can be used. This can be applied with a cloth, left to harden, then gently buffed. Both will condition the wood, keeping it looking as good as new!

Lacquered finishes

Our lacquered finish reclaimed wood furniture is finished with a clear lacquer for maximum durability and water resistance. From time to time, a beeswax polish can be used to buff the table. This can be applied with a cloth, left to harden, then gently buffed. This will condition the wood and help maintain water resistance, keeping it looking as good as new!

If required, a clear lacquer can also be used from time to time to repair or replenish the lacquer coating.

Fiddes wax can also be used to touch up any chips or colour loss.

Outdoor reclaimed furniture

Our outdoor reclaimed wood is treated to be weather resistant and then finished with a stain and lacquer/varnish.

For cleaning guidance, please follow the instructions above. In addition the frames can be cleaned gently with warm, lightly soapy water and then  fully dried.

We would advise covering the furniture when not in use, to help protect it from the elements for maximum longevity, particularly if always kept outdoors. You may also wish to store indoors during the winter months, to help further preserve the furniture.

Other information             

After many years of service, or if you want to change the appearance of the wood, varnish and wax removers will take off the old finisher. The top can then be sanded with a fine grade paper before a new finish is applied.

Sustainability

Please check our Delivery & Packaging page which contains all the details about how we package products.

We strongly believe there is too much single use plastic polluting our world and know there are many people who believe this too. We want to help make a stand against it!

At H&W, we want to do our bit and help people do their bit to help reduce plastic pollution through some great design led, affordable plastic free and reusable homewares. The more people that make small changes, the greater the movement will be.

These products, including bamboo, stainless steel and glass products, are all sourced from suppliers that place a real emphasis on ethical and sustainable supply chains/manufacture. The vast majority are completely plastic free, whilst a small number of products use small amounts of BPA free plastic such as in the lids of some of our reusable, stainless steel drinking bottles – given they’re far from single use and the bottles will massively reduce the use of single use plastic water bottles, we think it’s a worthwhile compromise. 

A small selection of our homewares also use high quality, food grade silicone as seals or grips. It’s very durable and long lasting, so again far from single use. You can read more in our other handy FAQ in this section.

Our homewares are all packaged using environmentally friendly materials such as re-cycled or re-used cardboard and non-plastic tape.

As with many things in the plastic free and environmentally friendly space, there is some debate around the use of silicone as an alterative to plastic. Some say it’s completely safe and recyclable, whilst others urge more caution.

 

We’re taking the middle ground and consider, high quality food grade silicone a good alternative to plastic when used as seals (such as in some of our stainless steel lunch boxes), lids or grips (such as on our glass coffee/tea cups).

 

It’s really durable and more sea-friendly than standard plastics (it won’t degrade into micro fragments). It also stands up better against heat and cold. It’s also BPA free, odourless, stain-resistant and hypoallergenic.

 

That said, we would steer away from using cookware and baby utensils made of silicone especially when subjected to high temperatures or used as storage over longer periods. Some studies show it can become unstable and leach in certain conditions, albeit it’s still much safer than plastics.

In terms of recycling, silicone can be recycled but it’s not so easy and does need to be handled by specialist recycling facilities. However, this is balanced by its durability – it has a very long life span and so it shouldn’t need to go anywhere near a recycling or waste facility for many, many years.

Here’s some more reading if you’d like to dig further:

https://lifewithoutplastic.com/silicone/

Currently, our primary environmental focus is on our plastic free and reusable homewares range which are ethically and sustainably manufactured and have the best chance of reducing plastic pollution most quickly – and so will have the biggest impact.

But we’re also doing what we can, wherever we can with our other product ranges and we’re always looking to do more. All of our home furnishings are ethically and sustainably manufactured using re-cycled materials together with using environmentally friendly packaging and we’re always looking for more great design-led home furnishings like this.

We also have a great exclusive range of British, hand-made pendant lights made by breathing new life into old tools and materials together with a sustainable range of reclaimed British pine tables and benches.

Our other furniture and lighting products are all long term purchases and they’re shipped directly from our suppliers to cut out unnecessary mileage and re-packaging. We’re also working with our suppliers and manufacturers to improve their supply chains and packaging whilst also continuing to supply affordable, stand out, contemporary design led products we know customers will love.

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