About Us
We are Sorrell & Smith Ltd, registered under company number 14373414.
Our address is:
Sorrell Farm, Meadow Lane, Wickford, Essex, SS11 7DY
Shipping & Delivery Policy
Small items are dispatched through Royal Mail or Parcelforce, while larger items are shipped via private courier services.
Delivery times vary depending on whether the item is in stock, made to order, or requires specialist courier delivery. Estimated delivery times will be confirmed at the time of order.
Terms & Conditions and Refund/Return Policy
We are dedicated to our furniture and want to ensure you choose the perfect piece. If you have any queries before making a purchase, please contact us. We are happy to provide additional photos or answer any questions to help you make a well-informed decision.
Returns
Bespoke / Made-to-Order Products
Most of our tables and furniture are handmade to order and built to your specific requirements.
Because these items are custom-made, they are exempt from the standard 14-day cancellation rights under the Consumer Contracts Regulations 2013.
Once production has commenced, bespoke orders cannot be cancelled or returned unless the item is faulty or not as described.
Any deposit paid for a bespoke order is non-refundable.
In-Stock Products
For products advertised as in stock and ready for immediate dispatch, you may cancel your order within 14 days of delivery.
The item must be returned in its original condition and packaging where reasonably possible.
As our furniture is large and specialist transportation is required, return collection costs are the responsibility of the customer. Collection charges typically range from £100 to £800 depending on location and product size.
Refunds will be processed within 14 days of the returned item being received and inspected.
Faulty or Damaged Products
If your item arrives damaged, faulty, or not as described, please contact us as soon as possible and provide photographs where possible.
We will inspect the issue and, where appropriate, repair, replace, or refund the affected item in accordance with your statutory consumer rights.
Natural timber characteristics, including grain variation, knots, small splits, colour variation, burrs, pips, and other naturally occurring features, are not considered faults unless specifically agreed otherwise in writing prior to manufacture.
Purchase Terms
Order Confirmation
An order is confirmed upon receipt of the agreed deposit payment. Unless otherwise stated on the sales invoice, this will usually be 30% of the order value.
Any special payment terms for custom orders will be noted on the sales invoice. We begin the manufacturing process only after receiving the agreed payment. Full payment is due before delivery.
Order Details
Our top priority is to meet or exceed your expectations. During the sales process, detailed specifications will be agreed upon through various communications. It is important that all key details are included on the sales invoice to ensure accuracy in production.
If no special notes are included on the sales invoice, products will be made according to our standard specifications.
30-Day Workmanship Guarantee
In addition to your statutory rights, all products are covered by a 30-day workmanship guarantee from the date of delivery.
Should any manufacturing defect become apparent during this period, we will inspect the issue and, where appropriate, repair or replace the affected component.
This guarantee does not cover natural timber characteristics, normal settling, seasonal expansion and contraction, accidental damage, misuse, staining, or general wear and tear.
Lead Time
We provide an estimated delivery month at the time of order. Lead times depend on current workloads, material availability, part lead times, and full product specification being confirmed.
Important details include dimensions, configuration, edge style, material type, finish, base style, and any other bespoke requirements. The lead time starts once all details are confirmed and the agreed payment has been received.
Any lead times provided are estimates only and are given in good faith. While delays are rare, lead times are not guaranteed and may occasionally be affected by circumstances outside our control. We will keep customers informed of any significant delays.
Sorrell & Smith 2-Year Wood Movement Warranty
Solid timber is a natural material and will continue to respond to changes in temperature and humidity throughout its life. Small amounts of movement, seasonal cracking, shrinking, expansion and minor changes in flatness are normal characteristics of real timber furniture.
We take extensive measures during timber selection, seasoning, construction and finishing to minimise these effects. However, because timber is a natural material, some movement cannot be completely eliminated.
Warranty Period
This warranty applies for 24 months from the date of delivery.
What Is Covered
We stand behind the quality of our craftsmanship and are committed to maintaining the reputation that Sorrell & Smith has built over many years.
This warranty covers excessive wood movement resulting from the natural behaviour of solid timber, including:
- Cracks opening wider than 3mm
- Distortion, cupping or twisting exceeding 1% of the table width
- Structural issues arising from excessive timber movement
Where a genuine issue arises through no fault of the customer, we will assess the situation and carry out appropriate remedial work.
In addition, we understand that every situation is unique. Where a problem has occurred through no fault of the customer, we will often assist as a gesture of goodwill, even where the issue falls outside the strict terms of this warranty. Any such assistance is entirely at the discretion of Sorrell & Smith.
What Is Not Covered
This warranty does not cover:
- Normal seasonal expansion and contraction
- Hairline cracks of 3mm or less
- Minor changes in flatness
- Natural colour changes caused by ageing, sunlight or oxidation
- Wear and tear
- Scratches, dents, staining or water damage
- Accidental damage
- Misuse, neglect or improper care
- Refinishing requests
- Customer modifications or alterations
Furniture positioned close to underfloor heating systems, radiators, log burners, large south-facing glazing, bi-fold doors or other significant heat sources may experience greater levels of natural timber movement than furniture kept in a stable environment.
Important Information
Solid timber generally takes approximately 12 months to fully acclimatise to its new environment.
During this period, temporary movement may occur as the timber adjusts to seasonal changes in temperature and humidity.
For this reason, unless the issue is severe, we generally recommend allowing the furniture to complete a full seasonal cycle before remedial work is undertaken.
Warranty Remedy
This warranty covers refurbishment and corrective work only.
Where remedial work is required, some material may need to be removed during the correction process. This can result in small reductions in thickness, width or length and minor changes to the appearance of the timber.
Replacement of timber or complete replacement of the product is at the sole discretion of Sorrell & Smith.
Non-UK Orders
For products delivered outside mainland UK, this warranty remains valid. However, transportation of the product to and from mainland UK is the responsibility of the customer. Sorrell & Smith will cover the cost of approved remedial work but not international transport costs.
Cancellations
Before Production Begins
Bespoke orders may be cancelled before production commences. The non-refundable deposit will be retained to cover administration, design work, sourcing, and material reservation costs.
After Production Begins
Once production has commenced, we reserve the right to retain an amount reflecting costs already incurred, including labour, materials, fabrication, finishing, administration, and any losses arising from the cancellation.
Depending on the stage of manufacture, this may be up to 50% of the total order value.
Postponements
If you need to postpone delivery, please inform us as soon as possible.
If materials have been ordered but production has not started, we can usually store them at no charge. Once you confirm your readiness, please allow time for production and delivery to be scheduled.
If production is complete but delivery is postponed, we will store the finished product where reasonably possible. However, fully assembled tables cannot always be stored for long periods, and natural timber may continue to acclimatise during storage.
For any questions about these terms, contact us at [email protected].