It is the customer’s responsibility to provide correct measurements and details to FactoryTwentyOne for all custom orders. If there is any doubt, please message me before placing your order. Usually there would be a conversation with regards to your requirements and all details will be covered here. Once happy a custom order will be created with all the details listed. Its the responsibility of the customer to make sure these are correct. Once the payment has been made your product will then go into production. At this point there can be no alterations to the confirmed details. These items may not be returned or exchanged, and are not eligible for price adjustments.

When placing an order from our shop, you agree to our policies.

Some pieces are made in batches so we’re able to keep small quantities of stock. Where there are options on some items like colour options these will require some time putting together, usually a day. Items that are listed as made to order will, therefore, require a period of time to manufacture; this will be stated on the listing. Upon the full receipt of your payment manufacture will begin. Depending on how busy the workshop is will determine the timescale to complete your order this is usually already considered in the timescale stated in the listing so could be completed sooner in some cases. If you need a specific time scale or date please contact us prior.

As stated above we offer 2 types of shipping, the first being a basic service. This will not include insurance and tracking.
The second service is tracked and insured. The delivery times for these services are estimated above and can sometimes be prone to delays with customs.

It's vital that you supply us with the correct delivery address as we cannot be held responsible for lost orders if the delivery address is wrong.

Please make sure you check this at check out, or if you notice there's a mistake then we'll need to let us know ASAP prior to shipping by contacting us on info(at)factorytwentyone.co.uk so that this can be amended. Once the items been shipped it will be too late to make any changes.

If you're moving home in the next couple of weeks I will need to know this too, and you're new address as I will hold back on shipping till I'm sure you'll be in to receive your order. Otherwise, it's highly advisable that you choose the tracked shipping option at check out.

I cannot be held responsible for lost orders on the grounds that your address is incorrect or you've moved home. So PLEASE CHECK YOUR ADDRESS IS CORRECT and notify me ASAP if there is a mistake.

Lead times vary from item to item. You can find the lead times for each listing on the right hand side of the listing page. If your not sure please send me a message and i can give you a lead time.

In the case your order never arrives we will send out a replacement. Before contacting us please see our shipping times above. If your country's not listed then please message us for this.

We do not offer refunds on lost orders as this can be prone to scams, were by the customer can clam there order never arrived based on their order being shipped by our standard shipping service (no tracking) and ask for a refund whilst there order has been delivered all along.
Refunds will only be offered on faulty items or a change of mind within 14 days of taking delivery of the item. These will then need to be shipped back to us for the refund to take place.

As per Etsy's policies ours are the same. You will need to contact me within 14 days of delivery and the item will need to be returned within 30 days of delivery.

Failure to do so will mean your no longer entitled to a refund or exchange.

Return shipping and the safe arrival of the item is the customers responsibility.

If the item arrives damaged there will be a deduction from the refundable amount to cover the cost of repairs.

Tracked shipping is advised as lost items are also the responsibility of the customer.