SPECIAL ORDERS

If the product you wish to purchase is out of stock we will be happy to include your request in our main shipping order as a Special Order in your name.

This means that your requested order becomes part of that shipment and, as soon as it arrives at our warehouse, we will inform you and arrange immediate delivery to your chosen address. This order takes precedence over any other orders and is tracked by our Customer Service Team.

This ‘Special Order’ is placed in your name and, as such, is an extra and additional part of our normal re-ordering. 

In order to enjoy this preference, we take just 30% of the total order, including delivery charges, at the point of order and the remaining due amount on despatch from our warehouse.

Please call our Customer Service Team on 0844 557 8882 for further information.

RETURNS 

Returns of Special Orders
Should you request any variance from the standard manufacture of an item, in size, colour, fabric, or shape, we will endeavour to meet your wishes.  However, this will be classed as a ‘Customised order’ and with these special circumstances the order is placed entirely at your request and risk and, although we will make every possible effort to meet your requirements, BTCbyDESIGN cannot take any responsibility for any eventuality of the item not meeting your expectations.

Should there be any fault in manufacture or damage, provided you notify us within 7 days and return it to us within 28 days unused and wrapped in the original packaging, you will be entitled to a refund or replacement. Please ensure that you enclose the completed Returns Form which is on the back of the despatch note.

BTC will refund the collection cost of the return for damaged or faulty items, but not for items returned for other reasons. You must ensure that all returns are unused and very well wrapped in the original packaging, and we advise you to obtain proof of posting, as we do not accept liability for items lost or damaged in transit. 

Your refund may be affected.

Please contact our Customer Service Department by telephone: 0844 557 8882 (9am - 6pm, Monday - Saturday) or e-mail customerservice@btcbydesign.com within 7 days of receiving your order if you want to return any item.

Address for returns:

BTC by DESIGN
c/o Hackling House
Bourton Industrial Park
Bouton-on-the-Water
Gloucestershire
GL54 2HQ