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

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.

Please check our Delivery & Packaging page which contains all the details about assembly.

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.


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 5.00pm Monday to Friday excluding public holidays.

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

Bespoke Collection Reclaimed/Rustic Furniture Information, Use & Aftercare

General information

Part of the beauty of reclaimed wood and rustic wood furniture is its lived-in look. As is the nature of the timber, it will have knocks, bumps and other features which we believe adds to a unique character and modern rustic charm.

As reclaimed wood and rustic 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 may have varying indentations and imperfections including different grains, holes and indentations. Colour variations can also be expected due to different batches of natural reclaimed and rustic wood. These distinctive qualities give the bespoke range a unique feel, as no two pieces will be exactly the same.

For further information about the wood, colours and finishes, please see here and also the Colours & Finishes and Character & Features sections on the product pages.

Acclimatising your indoor furniture upon delivery

A key tip is to ensure your new indoor furniture is given time to acclimatise and not placed in direct sunlight or next to a hot radiator. If the furniture is near a radiator, it’s advisable to keep this on low or off for several weeks whilst the furniture settles. As reclaimed wood and rustic wood is a natural material, excessive heat can cause the wood to split, crack or warp.

We will be unable to replace furniture that has any such issues resulting from direct sun or heat damage.

Usage & cleaning

Rings from cups and mugs and red wine spills are a common occurrence on furniture, even with protective/lacquered finishes, if left on the furniture for too long. We recommend using coasters and placemats for protection – making sure to wipe up any spills quickly to prevent staining. 

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 very lightly, wring out so it’s only just damp, wipe and dry!

Furniture polish is not recommended. These products will likely damage the finish of the furniture, build up a residue and actually attract dust. A hard wax oil can be used as an alternative to furniture polish, to help both nourish and polish the furniture plus add further water resistance.

For wax finishes, an appropriate wax, such as Fiddes Supreme Wax Polish, can also be used to help clean and nourish the furniture.

For lacquer or equivalent finishes and more stubborn stains, our Bespoke Furniture After Care pack is a great option. This contains a wood surface cleaner which will also help nourish and the maintain the finish of your furniture.

Waxed/unlacquered finishes

Waxed/unlacquered finish reclaimed wood and rustic 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 hard wax oil can be used. Both will condition the wood, keeping it looking as good as new!

Lacquered or equivalent finishes

Our lacquered finish reclaimed wood and rustic wood furniture is finished with a lacquer or similar protective coating for extra durability and water resistance. From time to time, a hard wax oil 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, the lacquer can also be topped up from time to time to repair or replenish the coating. Our Bespoke Furniture After Care Added Protection pack, which includes top up lacquer/oil, is a great option.

Outdoor reclaimed/rustic furniture

Our outdoor reclaimed/rustic furniture is finished with a stain and outdoor lacquer/varnish/oil.

The frames are powder coated for extra durability and weather protection.

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.

When needed to add further protection and to nourish the outdoor furniture, any suitable outdoor wood oil such as Ronseal or Osmo can be used.

Other information             

To fully refinish your indoor or outdoor furniture or if you want to change its appearance, varnish and wax removers will take off the old finish. The top can then be sanded with a fine grade paper before a new finish is applied.

For indoor furniture, either a wood stain and indoor lacquer/varnish or a furniture wax or oil can be applied. Fiddes have a good range of suitable products.

For outdoor furniture, a wood stain and outdoor lacquer/varnish/oil can be applied. Ronseal and Osmo have a good range of suitable products.

A local joiner or carpenter may be able to assist you if preferred.


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:


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 range of hand-made to order reclaimed and rustic pine wood tables and benches.

Our other furniture 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.