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Shop now, pay later with 4 interest-free installments

Shipping policy

Acre & Artisan LTD
Company Registration No. 17254813

At Acre & Artisan, we work with a carefully selected network of British makers, independent artisans, international workshops, and distribution partners. As a result, delivery times and methods can vary depending on the item, its size, where it is made, and where it is dispatched from.

We aim to keep delivery straightforward and transparent, and we provide tracking information wherever available.

1. Shipping & Order Processing

Once your order has been placed and payment has been confirmed, your item will be prepared for dispatch.

Before leaving our partner workshops or distribution hubs, orders are subject to appropriate quality checks and protective packaging.

Standard Curated Items

Most standard-sized items are processed and dispatched within 2–3 business days, Monday to Friday.

Once dispatched, you will receive delivery or tracking information where available.

Bespoke & Made-to-Order Items

For bespoke, personalised, or made-to-order pieces, additional production time may be required.

The estimated production timeframe will be stated on the individual product page. These items will generally only enter production once your order has been confirmed.

Because these pieces are made specifically for you, production and delivery times can vary depending on the artisan and complexity of the work.

Multiple Items & Separate Shipments

If your order contains items supplied by different makers, workshops, or warehouse locations, your purchases may be dispatched separately and may arrive at different times.

Each parcel may have its own tracking information, where tracking is available.

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2. Delivery Times

Delivery times begin once your order has been dispatched and are provided as estimates rather than guaranteed arrival dates.

Standard Items & Décor

Standard-sized items are typically delivered within 3–5 business days from dispatch to UK mainland addresses.

Large Furniture & Statement Pieces

Larger furniture and statement pieces may require specialist courier, pallet, or freight transportation.

These deliveries are typically made within 7–14 business days from dispatch to UK mainland addresses.

The delivery method will depend on the size, weight, fragility, and requirements of the individual item.

International Deliveries

International delivery times can vary considerably depending on the destination, carrier, customs procedures, and the nature of the goods.

Any applicable international delivery timeframe will be communicated at checkout or prior to dispatch where appropriate.

Customers are responsible for ensuring that the delivery address and contact details provided at checkout are accurate.

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3. Large Furniture & Heavy Freight Deliveries

For larger furniture, oversized pieces, and items transported via pallet networks or heavy-goods vehicles, additional delivery requirements may apply.

Kerbside Delivery

Unless an alternative delivery service has been specifically agreed in writing before dispatch, large and heavy items are delivered on a kerbside basis.

The delivery driver will unload the item at the nearest safe and reasonably accessible point to the delivery address.

Drivers are not generally required to carry large or heavy items inside a property.

Access Requirements

It is the customer’s responsibility to notify us before ordering if access to the delivery address may be restricted.

This includes, but is not limited to:

  • Narrow lanes or roads
  • Low bridges
  • Weight or height restrictions
  • Sharp turns
  • Steep access
  • Narrow driveways
  • Restricted or tight gates
  • Limited vehicle access

Where access restrictions are not disclosed before dispatch, additional delivery arrangements or charges may be required.

Missed or Failed Deliveries

If a scheduled delivery cannot be completed because of:

* incorrect or incomplete address information;
* unsuitable or inaccessible access;
* the customer being unavailable for an agreed delivery appointment; or
* other circumstances within the customer’s control,

additional re-delivery, storage, or associated transport charges may apply.

We will always seek to communicate with you and agree the next appropriate step where this occurs.

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4. Delivery Estimates & Delays

We provide delivery estimates in good faith based on the information available to us and our delivery partners.

While we work hard to meet these timeframes, delivery dates are estimates and are not guaranteed, as delays can occasionally occur due to circumstances outside our reasonable control.

These may include:

  • courier or freight delays;
  • adverse weather;
  • transport disruption;
  • customs delays;
  • unusually high demand;
  • supplier or workshop delays; or
  • other events outside our reasonable control.

If we become aware of a significant delay affecting your order, we will endeavour to keep you informed.

Nothing in this policy affects your statutory rights as a consumer.

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5. Inspecting Your Delivery

Please inspect your package or item as soon as reasonably possible after delivery.

For larger furniture and fragile or high-value pieces, we particularly recommend checking the external packaging and item condition before the delivery is completed wherever possible.

Visible Damage

If the packaging or item shows visible signs of damage:

1. Photograph the packaging and the damaged area before unpacking where possible.
2. Take clear photographs of the item and any packaging damage.
3. If the courier asks you to sign for the delivery, record the damage on the delivery paperwork where possible.
4. Contact our concierge team as soon as possible with your order details and photographic evidence.

Please contact:

Email: Concierge@acrelandartisan.co.uk
Phone: +44 330 533 0231

We will review the circumstances and work with you to arrange an appropriate remedy, replacement, repair, or other resolution where applicable.

Your statutory consumer rights remain unaffected.

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6. Delivery Address & Customer Responsibilities

Please ensure that your delivery address, postcode, telephone number, and email address are correct when placing your order.

For large or specialist deliveries, you should also ensure that:

  • suitable access is available;
  • someone is available to receive the delivery where an appointment is required;
  • any relevant access restrictions have been disclosed to us; and
  • there is a suitable and safe location available for kerbside delivery.

If you are unsure whether a particular item can be delivered to your property, please contact us before placing your order. We are happy to discuss access requirements and delivery arrangements for larger pieces.

7. Contact Our Concierge Team

If you need an update on your delivery, have questions about a large or specialist item, or would like advice before placing an order, our concierge team is here to help.

Email: Concierge@acrelandartisan.co.uk
Phone: +44 330 533 0231

For larger furniture, statement pieces, and higher-value items, we strongly recommend contacting us before purchasing so that we can confirm dimensions, availability, access requirements, and the most appropriate delivery arrangements.