Terms of sale
LEAD TIMES
All NOVOCASTRIAN pieces are handmade to order according to client specifications. Our furniture range typically carries a lead time of 4 to 12 weeks, depending on stock availability at the time of order.
Bespoke items or variations on standard designs may take up to 12 weeks or longer in rare cases. We provide estimated delivery dates at the time of order. While we strive to meet these, bespoke manufacturing can present unpredictable challenges, and as such, absolute delivery deadlines cannot always be guaranteed. We will endeavour to provide as much advance notice as possible in the event of a delay. Please note: delays in payment or in approving technical drawings may impact production and delivery timelines.
DELIVERY
UK Deliveries
Standard UK delivery includes transport to a ground floor room on the British mainland and typically occurs within one week of dispatch. Couriers will contact recipients to arrange a delivery slot. Missed appointments or cancellations within 48 hours of the scheduled delivery may incur a redelivery fee. Standard delivery operates Monday–Friday, 9am–6pm. Out-of-hours delivery is available upon request and may be subject to a surcharge. For many locations, a timed delivery slot is available for a surcharge—please contact us for details.
International Deliveries
Items are dispatched directly from our workshop in the UK. Our standard international delivery service is curb-side only. The client is responsible for moving the goods indoors and disposing of any wooden shipping crate. Crates may be large and heavy; it is the customer’s responsibility to arrange suitable lifting help at the time of delivery. In some US and European locations, we can recommend third-party white glove services—please contact us if required. Delivery does not include unpacking or assembly. Transit times vary by location; please contact us for an estimate. The courier will contact the client to arrange a suitable delivery date. A timed slot is not always available.
Access Requirements
The customer is responsible for ensuring adequate access for the safe delivery and installation of the item(s). Doorway and corridor widths, stairwells, turning circles, and any potential pinch points must be assessed in advance. NOVOCASTRIAN cannot be held liable if delivery or installation is not possible due to access limitations. Dimensions and package weights are available upon request.
Labeling & Returns to Sender
The buyer must specify any labelling requirements necessary for the receiver to accept the shipment. If an item is returned due to incorrect or missing labelling, the buyer is liable for redelivery charges.
DUTIES AND CUSTOMS
Listed prices include delivery but do not include local import charges, duties, taxes, or customs clearance costs. These are the responsibility of the customer and must be checked locally before placing an order. For customers in the UK, EU, and USA, we can offer general guidance upon request.
LIGHTING
All of our lights are dimmable when paired with a compatible bulb. Most fittings are mains dimmable and do not require a driver. However, if your property uses a lighting control system such as Lutron or Crestron, a compatible driver or dimmer module may be required. We recommend consulting your electrician or lighting designer for guidance. Drivers are not supplied as standard, but we can provide pricing upon request.
UL Listing & IP Ratings
Please refer to individual product pages for details on UL certification or IP rating. If your selected product is not currently certified, modifications may be possible—please contact us.
FINISHES AND CARE
General Care
NOVOCASTRIAN is not responsible for damage caused by misuse or improper care. Each product is supplied with care instructions, and these should be followed closely to preserve the finish. Unless clearly specified, our pieces are intended for indoor use only.
Metal Finishes
Our specialised metal finishes are entirely hand-applied and will naturally exhibit tonal variation—this is not a flaw but a hallmark of craftsmanship. All finishes are living, meaning they will age and develop character over time. Due to the oxidation process used to create our patinas, we cannot guarantee an exact match to any control sample. Most finishes are sealed with a protective layer of wax; however, lacquer can be applied upon request for greater protection (surcharge applies). Metal cleaners should never be used, as they may strip the decorative finish.
Cumbrian Slate
Each piece of slate is quarried to order and features unique natural veining. While durable, slate can scratch if handled improperly. Darker stones may show scratches more prominently, but these can typically be improved using black wax. All stone is pre-sealed.
Stones & Marbles
All stones used in our products—including rare British marbles and international selections—are natural materials. Variation in veining and tone is expected and makes each piece unique. Exact matches to samples or swatch images cannot be guaranteed, but we can provide typical slab reference images upon request.
MIRRORS AND GLASS
Mirror Materials and Inspection
We use Pilkington Optimirror™ for our standard, bronze, and grey tinted mirrors. All mirrors are inspected to meet industry standards set by the Glass and Glazing Federation (GGF), which include:
- Viewing vertically from a 2-metre distance
- Under normal daylight (not direct or artificial spotlighting)
- Faults not visible under these conditions are considered within tolerance
Manufacturing Tolerances
- Overall mirror size: ±3mm
- CNC-routed glass panel: ±1mm Gaps up to 3mm between the mirror and frame will be filled with black silicone from the rear
Mirror Bevelling
Bevelling is done by hand and will show natural imperfections inherent in the process.
Unacceptable Defects (eligible for repair/replacement):
- Surface chips >2mm
- Cracks, delamination, or scratches visible beyond 1m Broken welds or significant flaws in the frame
Installation & Delivery of Mirrors
Mirrors must be inspected at the time of delivery. If delivery is signed for as “unchecked”, NOVOCASTRIAN cannot accept liability for transit damage. For overseas deliveries, all mirrors are shipped in protective timber crates. Due to the fragility of glass we strongly advise careful handling.
BESPOKE WORKS
When producing pieces to a client’s design, NOVOCASTRIAN cannot be held responsible for faults arising from un-prototyped specifications. We strongly recommend a prototyping phase for all bespoke projects. By placing an order, the client confirms that they hold the rights to any design supplied and indemnifies NOVOCASTRIAN from all related claims. When commissioned to create a bespoke product or finish, NOVOCASTRIAN retains all intellectual property and reproduction rights unless otherwise agreed in writing.
DAMAGE
All items must be inspected immediately upon delivery. Any transit damage must be reported to both the courier and NOVOCASTRIAN within 48 hours; we are unable to process claims or arrange replacements after this period. Please retain all original packaging until the item has been fully inspected. Returns or replacements cannot be processed without the original crate or packaging. In the event of an issue, clear photographs of both the packaging and the item (including any damage) must be submitted to NOVOCASTRIAN for assessment. Shipping insurance is available and strongly recommended. If insured, we will manage the claim and arrange for a replacement. Please note that due to their fragility, mirrors are excluded from insurance coverage. NOVOCASTRIAN cannot accept responsibility for damage resulting from third-party installation or misuse.
RETURNS
As all of our pieces are made to order, we are unable to accept returns if the item is no longer wanted or was ordered in error. Returns are only accepted for items that are defective or damaged in transit and have been reported in line with our delivery terms.
DISCOUNTS AND TRADE PRICING
We offer package pricing for orders of three or more pieces, and trade discounts are available to eligible clients. Please contact us at enquiries@novocastrian.co for more information or to apply for a trade account.
