terms & conditions
Last updated: 10 Decemeber 2025
Welcome to Bespoak. These Terms of Service (“Terms”) govern your access to and use of our website and the purchase of products from Bespoak. By placing an order, you agree to be bound by these Terms.
Please read them carefully. If you do not agree to these Terms, do not place an order.
1. Definitions
“We”, “Us”, “Our” refers to Bespoak.
“You” and “Your” refer to the customer or user of our website.
“Products” means furniture and other items available for purchase on Bespoak. online.
“Order” means the purchase you submit through our website or in person.
2. Orders & Acceptance
All orders are subject to acceptance by Bespoak.
Upon placing an order, you will receive an email confirmation summarising your order details.
Orders are accepted once production commences or full payment is received, whichever occurs first.
3. Pricing & Payment
- Prices are displayed in [local currency] and include applicable GST/VAT where required.
- Payment must be made in full before production begins, unless otherwise agreed.
- We accept secure online payment methods; all payments are processed through encrypted systems.
4. Production & Delivery Timelines
4.1. Production
Bespoak products are handcrafted to order.
Production typically takes 2–4 weeks depending on the product, customisation level, and seasonality.
You will receive an estimated production completion date at order confirmation.
4.2. Dispatch vs Delivery
Dispatch: When your product leaves our workshop.
Delivery: When the item arrives at your designated address.
Delays can occur due to material shortages, custom specifications, courier constraints, or external circumstances.
5. Shipping & Delivery Policy
If a return is approved (rare exceptions for change of mind):
5.1. Shipping Rates
- Shipping costs are calculated at checkout and depend on product size, destination, and delivery type.
- Local delivery may have flat fee options; national and international shipping rates vary.
5.2. Lead Times
- Actual delivery times vary based on location and courier availability. Typical ranges:
- Urban / Main Centres: ~3–7 business days from dispatch
- Outlying or remote locations: up to ~10+ business days
- International deliveries: quoted individually
- Delivery windows are estimates only and may be affected by traffic, weather, customs, or access restrictions.
5.3. Delivery Procedures
- Our delivery partner will contact you to schedule delivery.
- You are responsible for ensuring access for large items (doorways, stairs, lifts).
- Products should be inspected on-site before signing the delivery note.
- Any visible damage must be noted before signing.
- Failure to inspect and note issues on delivery documentation may affect your ability to claim later.
6. Returns & Exchange
6.1. Made-to-Order Policy
Due to bespoke production, orders are generally non-refundable once production has commenced.
6.2. Change Requests
Requests for order changes may be accepted before production begins; beyond that point changes may incur fees or not be possible.
6.3. Damaged or Incorrect Items
If your product arrives damaged, incomplete, or incorrect:
- Report within 48 hours of delivery with photos and descriptions.
- We will assess and arrange repair or replacement where applicable.
7. Warranty
We stand behind our craftsmanship and materials.
7.1. Standard Warranty Coverage
Our warranty covers manufacturing defects as follows:
Component
7.2. Warranty Period
7.2.1. Structural frame
7.2.2. Stitching & seams
7.2.3. Foam & core materials
7.2.4. Exclusioons
The warranty does not cover normal wear and tear, fabric ageing or pilling, misuse, or damage due to improper care or handling. Fabric colours and texture may vary slightly between batches; this is not considered a defect.
7.2.5. Baby Furniture
- Products intended for babies (cradles, cots, etc.) include additional safety considerations:
- Warranty covers structural faults and manufacturing defects when used as intended.
- Normal wear, minor surface scratches, and fabric marks from everyday use are not covered.
- Always follow the provided safety and care guidelines.
- To claim warranty, you must provide proof of purchase and photos of the defect.
8. Use of Products
Products are designed for residential use. Commercial or heavy-duty use may void warranty unless otherwise noted.
Proper care and maintenance are required to uphold warranty coverage.
9. Intellectual Property
All content on this site — including text, images, logos, and designs — is owned by Bespoak or licensed to us. Unauthorised use is prohibited.
10. Privacy & Data
Your privacy is respected and protected under our Privacy Policy, which forms part of these Terms.
11. Limitation of Liability
To the fullest extent permitted by law, Bespoak’s liability is limited to repair or replacement of defective products or refund of the purchase price at our discretion. We are not liable for indirect, incidental, or consequential losses.
12. Changes to Terms
Bespoak may update these Terms at any time. Updated Terms will be posted to this site and apply from the effective date.
13. Contact & Support
For assistance with orders, policies, warranty claims, or delivery questions: