Terms & Conditions of Sale

1. Overview

This Delivery Policy explains how Muse & Maker delivers furniture, cushions, fabric samples and other orders. It forms part of our Terms & Conditions of Sale. Most Muse & Maker furniture is made to order. Delivery will take place after your item has been manufactured, quality checked and booked with the relevant delivery partner.

2. Delivery areas

At launch, standard online checkout delivery is intended for UK mainland addresses where available at checkout. Orders outside UK mainland, including UK non-mainland, Northern Ireland, the EU and the rest of the world, may be possible but are subject to a separate delivery quote and written confirmation from us. Please contact hello@muse-and-maker.com before ordering if your delivery address is outside UK mainland. We reserve the right not to deliver to certain locations or to require a bespoke shipping quote before accepting an order.

3. Delivery charges

Delivery charges are calculated at checkout where available. For non-standard, non-mainland or international deliveries, delivery charges will be quoted separately. Delivery charges may vary depending on the product, size, weight, number of packages, delivery address, access requirements and service level.

4. Lead times and delivery timing

Our standard made-to-order lead time is usually 10 to 12 weeks from the date your order is placed, unless the product page or order confirmation says otherwise. Lead times are estimates and not guaranteed delivery dates. Fabric delays, supplier availability, workshop capacity, courier schedules, customs and access requirements may affect timing. Once your item is ready for dispatch, our delivery partner or courier will contact you, or we will contact you, to arrange delivery where applicable.

5. UK mainland large item delivery

For large furniture orders to UK mainland addresses, we normally use a white-glove delivery service where available. This may include delivery to the room of choice, basic assembly such as attaching removable legs, and removal of packaging. The exact service may depend on the product, delivery address and delivery partner. We will confirm material limitations where relevant.

6. Small item and parcel delivery

Fabric samples and smaller items, such as decorative cushions, may be delivered by parcel courier. Tracking information may be provided where available. Parcel couriers may leave items in a safe place or with a neighbour where their service allows. Please follow the courier tracking and delivery options directly where available.

7. Non-mainland and international delivery

Non-mainland and international deliveries may be threshold delivery only unless we agree otherwise in writing. Threshold delivery means delivery to the nearest covered part of your residence or building, and may not include room-of-choice delivery, assembly or packaging removal. For orders outside the UK, you are responsible for all import duties, taxes, customs charges, clearance fees and local documentation requirements. We cannot predict these charges and cannot refund them. International customers may be asked by the courier or customs authority to provide tax, ID, EORI or other clearance information. Failure to provide required documentation may delay or prevent delivery.

8. Access requirements

You are responsible for ensuring that the item can be delivered safely into your property and intended room. Before ordering, you should check all relevant access points, including building entrance, front door, internal doors, staircases, lifts, corridors, corners, ceiling heights, parking restrictions, loading bays and room access. You should also check the product dimensions and consider packaging dimensions where provided. If you are unsure, contact us before ordering. If an item cannot be delivered because it does not fit, because access is unsafe or because you gave incorrect or incomplete access information, this is your responsibility. Additional charges may apply for failed delivery, return, redelivery, storage, specialist handling or cancellation. Made-to-order items cannot be returned simply because they do not fit into your property, unless we are at fault or you have legal rights to a remedy.

9. Delivery appointment and missed delivery

For large items, the delivery partner will usually contact you to arrange a suitable delivery date. You must ensure someone is available to accept delivery and sign for the item where required. If you miss a delivery appointment, provide incorrect contact details, fail to respond to the delivery partner, or cannot accept delivery within a reasonable time, additional redelivery, return or storage charges may apply. If a delivery is returned to us after failed contact or failed delivery attempts, we may hold the item for a reasonable period and charge storage and redelivery costs. Made-to-order items cannot be cancelled without charge because of missed delivery or access issues.

10. Assembly, removable parts and packaging

Some items may have removable legs or parts to assist delivery and assembly. Where white-glove delivery applies, basic assembly may be included. Packaging removal is included only where the applicable delivery service expressly includes it, usually UK mainland white-glove delivery. Threshold and parcel deliveries do not include packaging removal. We do not remove old furniture.

11. Inspecting your order on delivery

Please inspect your item and packaging carefully on delivery before signing where this is possible. If you notice visible damage, you should: tell the delivery team or courier immediately; record the damage on the delivery paperwork or handheld device where possible; take clear photos of the packaging, the item, labels and any damage; and email hello@muse-and-maker.com within 24 hours. If you discover hidden damage or a fault after delivery, contact us as soon as reasonably possible. We may ask for photographs, videos, product labels, packaging images or other evidence so that we can assess the issue.

12. Risk and responsibility

Where we arrange delivery to a consumer, the item remains at our risk until it is delivered to you or to someone you have nominated to receive it. If you arrange your own carrier or forwarding service, risk passes when the item is handed to that carrier.

13. Contact

For delivery questions, contact hello@muse-and-maker.com.

1. Scope

This policy applies to orders placed with Muse & Maker and forms part of our Terms & Conditions of Sale. Nothing in this policy affects your statutory rights.

2. Made-to-order furniture and cushions

All Muse & Maker furniture and decorative cushions are made to order unless clearly stated otherwise. Many items are made to your chosen specification, including fabric and, where applicable, size, finish, piping, legs, orientation or other details. Because these items are made to order and often made to your specification, they cannot usually be returned after delivery simply because you change your mind, dislike the fabric, decide the item does not suit the room, or the item does not fit through your access route. This does not affect your rights if the item is faulty, damaged, not as described or otherwise does not meet your legal rights.

3. Cancelling a made-to-order item

You may cancel a made-to-order furniture or cushion order within 48 hours of placing the order by emailing hello@muse-and-maker.com with your order number. After the 48-hour cancellation window, a 50% cancellation fee will be deducted from the original order value. This reflects committed fabric, administration, workshop allocation, supplier costs and production planning. Once fabric has been ordered, cut, treated, allocated, or once production is underway or complete, we may not be able to cancel the order at all, or further costs may apply. We will tell you what is possible based on the stage of the order.

4. Changes to fabric, colour or specification

We may be able to make changes to fabric or colour up to one week from the date your order was placed, subject to feasibility. Changes are not guaranteed. They may reset the lead time, require a new order confirmation, and may result in additional costs. If a change is requested after fabric has been ordered, cut or allocated, we may not be able to make the change, or you may need to pay for replacement fabric and any additional costs incurred.

5. Fabric availability, discontinued fabrics and unsuitable fabrics

If your chosen fabric becomes unavailable, delayed, discontinued, incorrectly priced or unsuitable for the product, we will contact you. We may offer an alternative fabric, place your order on hold, or cancel and refund the affected item. If you do not wish to choose an alternative fabric in these circumstances, we will refund you for the affected item.

6. Non-custom and in-stock items

If we sell non-custom or in-stock products in the future, and those items are not exempt from cancellation rights, you may have the standard online right to cancel within 14 days after delivery. Where that right applies, you must tell us that you wish to cancel, return the item within 14 days of telling us, and keep the item in unused, undamaged, saleable condition. You are responsible for return costs unless the item is faulty or we agree otherwise.

7. Fabric samples

Fabric samples may be returned for a refund if they are returned undamaged, unmarked and in their original condition. To return samples, contact hello@muse-and-maker.com within 14 days of receiving them. You are responsible for return postage unless the samples are faulty or incorrectly supplied. Sample credits supplied as discount codes are intended to be used against a qualifying furniture order. If you return the samples for a refund, any unused sample credit may be cancelled. If the credit has already been used, we may deduct the credited amount from the sample refund.

8. Faulty, damaged or incorrect items

If your item arrives damaged, faulty, incorrect or not as described, contact us as soon as possible at hello@muse-and-maker.com. For visible delivery damage, please contact us within 24 hours of delivery where possible and provide photographs of the item, packaging, labels and delivery paperwork. This helps us investigate with the delivery partner. For hidden faults or issues discovered later, contact us as soon as reasonably possible. We may ask for photographs, videos or further details.

9. Remedies

Where there is a valid fault, damage or other issue, we will assess the appropriate remedy in line with your legal rights. This may include repair, replacement, remake, collection, refund, price reduction or another suitable remedy. For made-to-order furniture, repair will often be the most appropriate first step, especially where the issue is minor, localised or can be put right without compromising the product. If repair is not reasonable or does not resolve the issue, we will consider replacement, remake or refund as appropriate.

10. Returns process

Please do not return any item to us without contacting us first. Large furniture returns require written instructions and may need specialist collection. If a return is agreed for a non-faulty item, you are responsible for the return collection and return costs. We may deduct collection, failed collection, redelivery, storage or handling costs where permitted by law. Returned items must be unused, undamaged and properly protected for transport. If an item is returned damaged, used, marked, altered, missing parts or not in saleable condition, we may reduce the refund where permitted by law.

11. Refunds

Refunds will usually be made to the original payment method. We will process refunds as soon as reasonably possible and, where the statutory cancellation right applies, within the legally required timeframe. Refunds for made-to-order cancellations may be reduced by the 50% cancellation fee or other agreed costs as described above.

12. Delivery access and failed delivery

Made-to-order items cannot be returned or refunded simply because they do not fit into your property, cannot be delivered due to access limitations, or because you provided incorrect delivery information, unless we are at fault or you have a legal right to a remedy. You are responsible for checking access before ordering.

13. Trade orders

Trade orders placed by interior designers, architects or other businesses are business-to-business orders unless we agree otherwise. Trade orders are non-cancellable after order acceptance unless we agree in writing or unless required by law.

14. Contact

For cancellations, returns or faults, contact hello@muse-and-maker.com.

1. Scope

This Warranty / Frame Guarantee applies to Muse & Maker products purchased directly from us, unless a product page or written order confirmation says otherwise. The guarantee applies to the original purchaser only and is not transferable to a later owner.

2. Lifetime frame guarantee

We offer a lifetime guarantee on the internal wooden frame of Muse & Maker upholstered furniture, for normal domestic residential use. "Lifetime" means the lifetime of the product while owned by the original purchaser and used in a normal residential setting. It does not mean that every component of the product is guaranteed for life. The lifetime frame guarantee covers structural failure of the internal frame caused by defective materials or workmanship.

3. Workmanship and component warranty

We recommend offering the following additional warranty structure: 2 years for upholstery workmanship and non-frame construction defects, including stitching, seams, piping, zips, buttons, legs, fixings, webbing and general upholstery construction, where the issue is caused by defective materials or workmanship. 12 months for cushion interiors and fillings against manufacturing defects. Natural softening, settling, compression, feather movement, fibre movement and the need for regular plumping are normal and are not faults. Fabric is covered only by your statutory rights and any applicable warranty or guidance from the relevant fabric house. We do not provide a separate wear, stain, fading, piling or durability guarantee for fabrics.

4. What is not covered

The warranty does not cover: normal wear and tear, ageing, softening, creasing, pile movement, fabric pooling or natural settling; fabric wear, fading, staining, dye transfer, piling, slubbing, texture changes, shading, sunlight damage or colour variation; damage caused by pets, children, sharp objects, accidents, water, heat, fire, smoke, damp, mould, excessive sunlight or environmental conditions; misuse, overloading, jumping, standing on furniture, commercial use or use outside normal domestic residential conditions; incorrect cleaning, third-party cleaning, stain treatments, steam cleaning or use of unsuitable chemicals; damage during moving house, storage, disassembly, reassembly or transport arranged by you or a third party; failure to follow care instructions, including failure to plump, rotate or dress cushions where required; minor handmade variations, including reasonable differences in dimensions, seam position, fabric tension or finish; Customer Own Material (COM) fabric defects, performance or suitability issues, except where caused by our workmanship; products altered, repaired or reupholstered by anyone other than us or our approved representative; samples, accessories or in-stock items where a different warranty is stated.

5. Commercial, hospitality and trade use

The lifetime frame guarantee applies to domestic residential use only. It does not apply to commercial, hospitality, rental, office, retail, public space, show home or other non-domestic use unless we agree separate warranty terms in writing.

Trade customers must tell us before ordering if an item is intended for commercial, hospitality, rental or non-domestic use. Different fire safety, durability, fabric and construction requirements may apply.

6. How to make a warranty claim

To make a claim, email hello@muse-and-maker.com with:

your order number or proof of purchase; your name and delivery address; clear photographs and, if useful, video of the issue; a description of how and when the issue appeared; photographs of the full item and relevant labels where requested.

We may ask for further information, inspection, collection, access for repair, or an independent assessment where reasonably necessary.

7. Our remedy

If a valid warranty claim is accepted, we may repair the item, supply replacement parts, arrange a local repair, replace the item, remake the item or offer another suitable remedy at our discretion, taking account of the nature of the issue and your legal rights.

A replacement or repaired item does not restart the original warranty period unless we agree otherwise in writing.

8. Statutory rights

This warranty is in addition to your statutory rights. It does not limit or replace any rights you may have if goods are faulty, not as described or not of satisfactory quality.

1. The configurator is a visual guide

The Muse & Maker configurator is designed to help you visualise your chosen piece, fabric and details. It is not a perfect representation of the finished item. The finished product may vary from the configurator in colour, fabric scale, pattern placement, texture, sheen, seam position, cushion shape, fabric tension, handmade finish and overall appearance.

2. Screen colour and fabric samples

Colours look different on different screens, browsers, devices and lighting conditions. We cannot guarantee that the colour shown on your screen will match the physical fabric. We strongly recommend ordering fabric samples before placing a furniture order. Samples help you see the colour, texture, weight and handle of a fabric in your own home and lighting. Samples are still a guide only. The finished item may vary slightly from the sample due to fabric batch differences and the way the fabric behaves when upholstered.

3. Batch variation

Fabric houses produce fabrics in batches. There may be slight colour, texture or finish differences between a sample, the fabric ordered for your furniture, and any later order placed in the same fabric. This is normal and is not usually a fault.

4. Pattern placement and scale

Large-scale patterns, repeats, stripes, checks and directional fabrics may look different on a finished piece than they do in the configurator. Pattern placement depends on fabric width, repeat size, cutting, seams, product shape, cushion layout, upholstery method and the judgement of the upholsterer. Pattern matching may vary unless we have specifically agreed a pattern placement or matching approach in writing before the order is accepted. Exact pattern positioning cannot be guaranteed.

5. Fabric behaviour

Different fabrics behave differently when upholstered. This is especially true for natural linens, velvets, boucles, chenilles, loose weaves, thick textures, delicate fabrics and fabrics with a large repeat. Examples of normal fabric behaviour include: linen creasing, slubs and relaxed movement; velvet shading, pile direction, pressure marks and light reflection; boucle loops, surface texture and natural irregularity; wool, cotton and natural fibres showing small variations in weave, texture or colour; pattern scale changing visually across arms, backs, cushions and seams. These characteristics are part of the nature of the fabric and are not usually faults.

6. Handmade upholstery

Every Muse & Maker item is made by hand. Small handmade variations are part of bespoke upholstery. Unless we agree otherwise in writing, dimensions may vary by up to approximately 3 cm. There may also be natural variation in cushion fullness, seam placement, piping, leg finish, fabric tension, upholstery finish and pattern position.

7. Cushion behaviour

Cushions and upholstered surfaces naturally soften and settle with use. Feather, fibre and foam interiors may compress, move, crease or require regular plumping and dressing. This is normal, especially for softer and more relaxed upholstery styles. Care instructions should be followed to maintain appearance and comfort.

8. Customer Own Material (COM)

If you supply your own fabric, we will review its suitability before production where possible. However, we are not responsible for issues caused by the fabric itself, including flaws, batch variation, durability, fading, performance, staining, weave irregularity or insufficient fabric quantity, unless caused by our workmanship.

9. No effect on statutory rights

This disclaimer explains normal variation and fabric behaviour. It does not affect your statutory rights if an item is faulty, damaged, not as described or not of satisfactory quality.

1. Who we are

CASA SAMA LTD, trading as Muse & Maker, is the data controller for personal information collected through muse-and-maker.com, orders, enquiries, design consultations, trade account applications, customer support and marketing activities.

Contact: hello@muse-and-maker.com. Registered office: 115 Gloucester Place, London, W1U 6JS, United Kingdom.

2. What information we collect

We may collect and use the following types of personal information:

identity and contact details, such as name, billing address, delivery address, email address and telephone number; order information, including products, fabrics, samples, custom requests, delivery notes, access information and order history; payment information processed through our payment provider. We do not store full card details; account and trade application information, including business name, role, project details and trade eligibility information; consultation and enquiry information, including room details, design preferences, fabric preferences and communications with us; customer service information, including complaints, returns, warranty claims, photographs, videos and correspondence; marketing preferences, newsletter sign-ups and communication preferences; technical and website usage information, including IP address, device information, browser information, cookies, analytics data and interaction with our website; reviews, photographs or other content you choose to share with us.

3. How we collect information

We collect information when you place an order, create an account, apply for a trade account, order samples, book or attend a consultation, contact us, sign up to marketing, use our website, submit a review, or otherwise communicate with us.

We may also receive information from service providers involved in your order, such as Shopify, payment providers, couriers, delivery partners, fabric suppliers, manufacturers, analytics providers and marketing platforms.

4. How we use your information

We use personal information to:

process, confirm, manufacture, deliver and manage your order; order fabrics, samples and materials from suppliers; arrange manufacturing, delivery, installation, returns, repairs and warranty claims; respond to enquiries, consultations, complaints and customer service requests; assess and manage trade account applications; process payments, refunds, fraud checks and accounting records; send order updates, delivery information and service messages; send marketing where you have consented or where otherwise permitted by law; improve our website, products, customer experience and marketing; protect our business, website and customers against misuse, fraud or security risks; comply with legal, tax, accounting, product safety and regulatory obligations.

5. Lawful bases

We rely on the following lawful bases under UK data protection law:

contract: to take steps before entering into a contract and to perform our contract with you; legal obligation: to comply with tax, accounting, consumer, product safety and regulatory duties; legitimate interests: to run and improve our business, manage customer service, prevent fraud, protect our rights, understand website use and market similar products to existing customers where permitted; consent: for certain marketing communications, non-essential cookies and where we ask for your permission to use your content.

6. Who we share information with

We may share personal information where necessary with:

website and ecommerce providers, including Shopify and related checkout, account and hosting services; payment processors, card networks, Shop Pay, digital wallet providers and fraud prevention services; fabric houses, suppliers, workshops, upholsterers and manufacturers involved in your order; delivery partners and couriers, including white-glove delivery providers and parcel couriers; email, calendar, consultation booking, customer support, marketing, analytics and advertising providers; professional advisers, including accountants, lawyers, insurers and auditors; HMRC, Companies House, regulators, courts, law enforcement or other authorities where required by law; a buyer or potential buyer if we sell, restructure or transfer all or part of our business.

We only share information where it is necessary, lawful and proportionate.

7. International transfers

Some service providers may process personal information outside the UK. Where this happens, we will rely on appropriate safeguards, such as adequacy regulations, standard contractual clauses, UK addenda or other legally recognised transfer mechanisms.

8. Marketing

You may receive marketing from us if you sign up to our mailing list, request it, or where the law allows us to contact existing customers about similar products or services.

You can unsubscribe at any time by using the unsubscribe link in our emails or contacting hello@muse-and-maker.com. We will still send service messages about your order.

9. Cookies and analytics

We use cookies and similar technologies as explained in our Cookie Policy. Some cookies are necessary for the website and checkout to work. Non-essential cookies, such as analytics or advertising cookies, should only be used where you have consented or where otherwise permitted by law.

10. How long we keep information

We keep personal information only for as long as reasonably necessary for the purposes described in this policy.

Order, tax and accounting records are usually kept for at least 6 years. Customer service, complaints, warranty and product safety records may be kept for longer where needed to handle claims, guarantee issues, product safety or legal obligations. Marketing data is kept until you unsubscribe or object, subject to suppression records needed to respect your preferences.

11. Security

We use reasonable technical and organisational measures to protect personal information. No system is completely secure, and you should keep account passwords and checkout information confidential.

12. Your rights

Depending on the circumstances, you may have rights to access, correct, erase, restrict or object to use of your personal information, and to request data portability. Where we rely on consent, you can withdraw consent at any time. To exercise your rights, contact hello@muse-and-maker.com. We may need to verify your identity before responding.

13. Complaints

You have the right to complain to the UK Information Commissioner Office if you are unhappy with how we use your information. We would appreciate the chance to resolve your concern first, so please contact us at hello@muse-and-maker.com.

14. Children

Our website and products are not intended for children. We do not knowingly collect personal information from children for marketing or account purposes.

15. Changes to this policy

We may update this policy from time to time. The latest version will be posted on our website with the updated date.

1. What cookies are

Cookies are small text files placed on your device when you visit a website. Similar technologies include pixels, tags, local storage, scripts and device identifiers.

Cookies help websites work, remember choices, understand how visitors use the site and, where permitted, support marketing and advertising.

2. How we use cookies

Muse & Maker uses cookies and similar technologies to operate our Shopify website, provide the shopping basket and checkout, keep the site secure, remember preferences, understand website performance, improve our service and support marketing where you have consented.

3. Types of cookies we use

4. Shopify and checkout cookies

Our website is powered by Shopify. Shopify and related services may use cookies that are necessary for the store, basket, checkout, payments, security, fraud prevention, customer accounts and order functionality.

These cookies are generally necessary to provide the service you request. If you block them, parts of the website or checkout may not work properly.

5. Analytics and advertising cookies

We may use analytics and advertising tools to understand visitor behaviour, measure marketing and improve our website. These cookies are not strictly necessary and should only be used where you have consented, unless the law allows otherwise.

The exact tools may change over time depending on the apps and services active on the website. Examples may include website analytics, social media pixels and advertising measurement tools.

6. Managing cookies

When you first visit our website, you should be given options to accept, reject or manage non-essential cookies where required. You can also control cookies through your browser settings. Blocking or deleting cookies may affect website functionality, including the basket, checkout and account features.

7. Third-party cookies

Some cookies may be set by third parties that provide services to us, such as Shopify, payment providers, analytics providers, advertising platforms, social media platforms or embedded content providers. These third parties may use information according to their own privacy and cookie policies.

8. Keeping this policy updated

We should review this Cookie Policy regularly and whenever we change Shopify apps, analytics tools, advertising tools or the cookie consent mechanism. Before publication, we recommend carrying out a cookie scan and adding a live cookie list or cookie settings link showing the specific cookies currently in use, their provider, purpose and duration.

9. Contact

For questions about cookies, contact hello@muse-and-maker.com.