FAQ's
About Order
Need help choosing a varnish colour?
If you need help with any colour choices, head to our varnish colours page where you will see a brief description of each varnish colour.
Alternatively, we sell a colour sample pack which includes all of our colour options.
All our furniture is made to order so the sample texture and colours can vary from the finished products. For this reason, we suggest using these samples as a guide only.
How do I order a bespoke size?
All our products are handmade to order which allows us to easily cut our products to bespoke lengths to the nearest 5mm or 0.5cm.
When you are happy with the product you have selected, please then select the nearest standard length option online.
Once you have selected your length option, you will then be able to leave a personalisation in the notes section specifying your bespoke length requirements.
Once you have placed your order. We then receive these requests & make the magic happen!!!
How do I change my order?
Please send us as soon as possible an email to steelwoodavenue@gmail.com
Everything is handmade to order, so we will do our best to accommodate this for you.
When messaging us, please provide:
- Order Name
- Order Number
- Shipping Postcode
- Exactly what you would like to change
How do I cancel my order?
Cancellations: accepted.
Request a cancellation: within 24 hours of purchase.
If you place an order and wish to cancel it, please contact us requesting to cancel your order making sure you quote your order number.
If your order has begun production, please be aware that once an order has been accepted by us, we cannot cancel it. Please read our returns policy which details how to return unwanted or unsuitable items for a refund.
Delivery & Returns
Can I Get My Order Quicker?
We have an ‘express’ option available.
Message first to see if the size of your item qualifies for Small, Medium, Large or Extra Large.
What Is Your Lead Time?
All of our items are handmade to order in our West Yorkshire workshop. Lead times vary by product size and can be found on each individual product page.
Estimated Making Times:
- Small items & standard wall shelves: 1 week
- Deep/large shelves & console tables: 1–2 weeks
- Desks, coffee tables & breakfast bars: 2 weeks
- Shelving units: 3 weeks
- Dining tables & large furniture pieces: 3–4 weeks
Ordering Multiple Items?
If you order more than one item, your total lead time may be extended. We usually craft and ship your entire order together once all items are complete.
Cancellation & Returns
Cancellations: Please contact us immediately if you wish to cancel. Once an order has entered production and been accepted, cancellation is no longer possible.
Returns: At our discretion, you may return unwanted items. You are responsible for all delivery/collection fees, plus a 25% restocking fee.
Sale & Clearance: These items cannot be returned for a refund. However, they can be exchanged if you cover all shipping costs (original and new label).
Refund Process: Refunds are only issued once the item is returned in its original condition. Fees mentioned above will be deducted from the final amount.
Wood Samples & Colour Matching
Wood Samples
Matching Service: We offer a service to help you find the perfect finish to complement your existing décor.
How to Request: Please message us with the colour name, images, or descriptions, and we will do our best to achieve your desired look.
Natural Variation: Note that exact matches cannot be guaranteed, as colours and textures vary slightly between different pieces of reclaimed wood.
Wood Characteristics & Quality
Materials: Items are handmade from reclaimed scaffold boards, hand-cut, sanded, and treated to order.
Rustic Style: We preserve natural markings for a unique style, using wood filler for gaps or cracks while maintaining a rustic look.
Natural Variations: Wood features unique grain and knots; no two pieces are identical.
Movement: Changes in temperature and humidity can cause shrinking, swelling, or cracking.
Policy: These natural adjustments are not defects or grounds for return.
Guarantee: Natural wood movement is not covered by our lifetime guarantee.
Care instructions
What makes this furniture unique? Our pieces are crafted from salvaged timber. Natural features like knots, nail holes, and grain shifts are intentional marks of history and authentic charm.
How do I clean and protect it?
- Dust with a soft, dry microfiber cloth.
- Clean spills immediately with a damp cloth; dry thoroughly.
- Avoid harsh chemicals, bleach, or silicone polishes.
- Always use coasters and trivets.
- Lift furniture to move it; do not drag.
Where should I place it? Keep away from direct sunlight and heat sources like radiators or fireplaces. Maintain humidity between 40-55%.
Is movement normal? Yes. Minor cracks or shifts may occur with seasonal humidity changes. These are normal and part of the wood’s living nature.
About Metal
Metal Construction & Care
Materials & Craftsmanship: Every item is constructed using mild steel sourced from a local supplier. We meticulously cut, drill, weld, and clean each component by hand to ensure quality.
Industrial Aesthetic: Our raw steel products are left untreated to showcase their original rustic colouring and industrial look.
Maintenance: To maintain the raw steel aesthetic, we recommend applying a coating of WD-40 every few months.
Rust Prevention: Raw steel may rust if it becomes wet. It is important to keep the surrounding area clean and dry to prevent rust marks on your flooring.
Custom Finishes: Unless a 'clear lacquer' or 'powder coating' has been applied, the steel remains in its natural, untreated state.
Metal Colors & Customization
Custom Colours: Yes, we can offer our metal components in any RAL colour of your choice.
How to Choose: You can browse "RAL colours" online to find a shade that perfectly suits your space.
Ordering Process: Custom colours require an additional charge, which varies depending on the specific product.
Quote Requests: Please message us directly for an exact quote and to discuss your colour requirements.
Standard Finish: Unless a custom powder coating is requested, steel items are left untreated in their natural, rustic industrial state.
Useful Info
Wholesale availability
Bulk Orders: We offer wholesale availability for our products and welcome inquiries for bulk orders.
Custom Quotes: Reach out to us to discuss specific items and quantities so we can provide information tailored to your needs.
Assistance: We are ready to assist with any questions you may have regarding wholesale pricing or lead times.
Handmade Quality: Please note that all wholesale items are still individually handmade, maintaining our unique reclaimed wood character.
Custom and personalised orders
Custom Designs: We can create custom designs or modify existing products to your specifications. Since everything is made to order, there are no additional fees for custom sizing.
Customer Responsibility: We are not responsible for design errors based on your instructions. Please measure your space accurately and ensure floor/wall weight limits are not exceeded.
Weight Info: If you are unsure of a product's weight, please ask us for an estimate before manufacturing.
Custom Returns: Made-to-measure items are non-refundable. A refund is only available if the product arrives faulty and cannot be repaired or replaced.
Furniture & Installation Guidelines
Important Information Before You Begin
Before installing your new furniture, please take a moment to review these important safety guidelines.
These guidelines are designed to help you ensure the safe and proper installation of your furniture to minimise the risk of accidents or injuries.
Fixing Furniture to Walls
To prevent furniture from tipping over, especially shelving units, cabinets, and drawers, it is strongly recommended that you secure them to a wall.
- When ordering, check if pre-drilled holes or fixings are available. This can simplify the installation process. If needed, request pre-drilled holes or fixings when ordering.
- Use appropriate wall anchors and screws based on the wall type (e.g., drywall, plaster, concrete) and the weight of the furniture.
- If you are unsure about the correct installation method, consult a qualified professional.
Freestanding Items
Any furniture item that is not fixed to a wall is used at your own risk. Please consider the potential for instability, especially on uneven floors or with heavy loads. Following safety recommendations (as below) is particularly important for freestanding items.
Installation Conditions & Liability
Before installing any furniture, ensure that the walls, floors, and surfaces are suitable for the weight and type of furniture. We are not liable for any damage that occurs during or after installation due to unsuitable conditions.
For best results and to ensure safety, we recommend using a qualified tradesperson for furniture installation.
Safe Use Guidelines
To ensure the continued safety of your furniture, please follow these guidelines:
- Do not climb, lean, or hang on furniture. This can cause it to tip over or break.
- Place heavy items on lower shelves or in lower drawers to lower the centre of gravity and prevent tipping.
- Regularly inspect furniture for any signs of damage or wear and tear. Repair or replace damaged parts promptly.
Summary
By following these installation, safety, and responsibility guidelines, you can help ensure the safe and long-lasting use of your furniture. Remember to prioritise safety and consult with professionals when needed. Enjoy your new furniture!