FAQ

Hardman Design FAQ

Hardman Design want the process of ordering from us to be as simple as possible. It's for that reason that we've put together our new and improved FAQ section. There are 5 sections below all comprising of a specific subject that you may have questions on. Please take the time to read below, and feel free to contact us if you have any further questions.

 

PRODUCTION PROCESS

How does the production process work, and do I have any input?

Yes, you do! Hardman Design stands out not only based on the quality of our materials and our delightful designs, but because of the level of involvement we (both us and you as a team!) have in the production process. From beginning to end, the production is managed, maintained and undertaken by us, with complete sign-off from you.

Before making your big purchase, we send you samples of the material we will use. We want you to be comfortable with what you’re getting, so we want you to tell us that you’re happy with what we’re using. We want you to be able to see and feel the quality ecological materials we offer. We’re confident that our customers will be happy with what they receive, and we encourage you to sample the material. This is when your Hardman Design experience begins.

Once you place your order, we move on to the design process. Here, you will also be involved in the production journey, with our designers sending you images of each piece of wood we use. Only when you confirm once more will we proceed with the build. If there is something you don’t like in the material, we will change it as much as you need until you’re 100% happy. 

Finally, we don’t send out the completed item until you’ve given final approval. You will get this in the form of detailed images sent directly to you. When you confirm you’re happy, we’ll send out your item and not a moment before.

We’ve always believed that the greatest bespoke designs involve teamwork from start to finish. For your order, we welcome you into our team. You have as much influence as anyone else in the design process, and we can’t wait to hear from you.

 

DELIVERY 

 

How fast is regular delivery?

The entire production process and delivery is 8 weeks. Delivery varies, but we are currently advising between 5 - 10 days shipping, with USA being 8 - 10 days.

How can I track the progress of my order?

Once your order has been dispatched, we will contact you directly to arrange the delivery date and time with you. Please make sure you provide us with contact details (phone number and address) upon ordering so we can contact you to arrange delivery as quickly as possible.

If I have ordered several items, will they all be delivered at once?

Mostly, your items will be delivered together. Occasionally they will arrive separately, but this is not the norm. We like to track our carbon footprint as much as possible, that’s why we’re dedicated to making as few deliveries to you as possible.

How can I change my delivery address?

If you would like to change your delivery address, please get in touch with us and we’ll be sure to change the address on the order. You can contact us via email on hello@hardmandesigns.com or telephone on +44 7305 368537.

Can I provide additional delivery instructions?

You can provide detailed delivery instructions when we arrange the courier and delivery process with you. Any instructions you have should be given to us either via telephone or email.

How will I know when the delivery will happen?

Because our products are entirely bespoke, lead times vary, but we are currently advising between 5 - 10 days shipping, with USA being 8 - 10 days.

How expensive is the delivery?

Shipment costs are included within the cost of your furniture. If you require us to assemble the product or take away the packaging, costs are as follows:

Delivery and assembly (2nd floor or below): €50

Assembly and packaging removal (3rd floor or above): €80

If you require special delivery or faster build and delivery this will come at additional cost. Please contact us for further details.

How will my items be delivered?

All items are delivered flat-packed. Don’t allow this to intimidate you, as assembly is very simple. Assembly should take no more than 20 minutes. Once complete, you can start enjoying your new item!

Where do you ship to?

Hardman Design ship across the World. Whilst delivery times are different between Europe and the rest of the World, we take custom orders from many countries outside of Europe. 

 

PRODUCT

Can I buy items from your showroom?

Hardman Design doesn't have a showroom right now. We understand how sometimes buying bespoke furniture online may feel uncertain, which is why make sure you’re front and centre of our production process.

To do this, we will send you samples of the exact wood you are interested in before you purchase, whilst we also send you images of every stage of production. We do this so you feel comfortable and confident in the journey. The line of contact between yourselves and us is always open, and you’re very much part of the Hardman Team for the entirety of the process.

Can you provide me with a sample?

Absolutely! We want our customers to feel comfortable with their purchase, so we are happy to send you a sample of the wood we use, so you can get a greater feel for what you’re buying.

Will I have to assemble the furniture on my own?

The product will arrive with you in a flat-pack formation. The assembly of all of our furniture will take you no more than 20 minutes and is simple and easy for everyone.

What shall I do if I receive the wrong product?

In the highly unlikely event of you receiving the wrong product, contact us within 24 hours of delivery.

Where are Hardman Design products manufactured?

Hardman Design products are manufactured on our sites in Germany, Ulkraine and the U.K. We take great pride in having every element of the production and procurement process at our own fingertips.

How are Hardman Design products made?

Hardman Design are dedicated to ecologically sourced wood products,

 

 

ORDER

How can I place an order with Hardman Design?

Placing an order with Hardman Design couldn’t be easier. Simply visit the relevant page for the furniture you’re interested in, select the correct specifications and ‘add to cart’. Alternatively, feel free to contact us if you want increased customization.

Does my purchase come with a warranty?

Each of our products comes with our very own 5*, 5 year guarantee. This guarantee covers the structural Integrity of your furniture and all of its components, as well as covering against faults or defects from manufacturing.

Under this guarantee, we will supply you with a new replacement part, part refund or a complete new unit, depending on the nature of the claim.

I received only the part of the furniture. What can I do?

If this happens, contact us right away. You can contact us on hello@hardmandesigns.com. We will then investigate what happened and make sure you receive your entire package.

Do I have to keep the packaging?

Once the item arrives with you, the packaging and item are yours to do what you wish. We do, however, advise you to keep the packaging as it is ideal for protection if the furniture needs to be moved again. The furniture comes in a hardwood, solid box that is specifically designed for moving furniture and fragile items.

Can I cancel my order?

Yes, you can cancel your order up to 14 days after the product has arrived, as long as the product has not been used. This does not apply to custom orders. See below.

Can I cancel a custom order that I have made with you?

Unfortunately, because custom orders are just that – customised to your specifications - we do not accept cancellations on these products. The process of ordering something unique to a particular customer starts at an early stage. As these are not standard items, they cannot be sold on, therefore no cancellation can be accepted.

How can I cancel my order?

For any cancellation issues, please contact us directly via telephone or email.

What happens if I cancel my order?

If you cancel your order, you will be sent a cancellation confirmation directly You will then no longer receive the furniture you ordered.

I do not like the color of my product - can I return it?

If you don’t like the colour of the product, you should contact us immediately. We put the customer at the centre of the creation and production process to make sure what you receive is what you expect. But in the case of this, drop us a call or email and we’ll follow it up ASAP.

 

 

PAYMENT

I haven’t received my payment information. Can you help me?

Payment information will be sent directly to the email you provided us upon booking. Usually, the information will come straight through to your inbox, however, it is best to check your junk mail before contacting us. Failing that, feel free to contact us directly and we will ensure all payment information is sent to you.

Are my payment details secure?

All payment made to Hardman Design is done through a secure and confidential process. (MORE INFO)

Can I get a VAT invoice?

VAT invoices are available at request and we would be happy to send on across to you if you need.

How can I pay for my order?

There are a number of ways you can pay for your order. Each payment method is secure so you can be safe in the knowledge that each method keeps your money and details safe. These methods are:

Transferwise Transfer

Google Pay

Apple Pay

Mastercard

Visa

American Express