Before initiating contact with our London facility, review the operational parameters below. Our support desk operates on strict timelines, and enquiries covered in this manual will be deprioritised.
01: Logistics & Deployment
Can I cancel or amend my order after checkout? No. We operate a zero cancellation window. Because we engineer bespoke leather hardware and hold zero dead stock, the digital build profile is sent to the workshop floor the exact second your payment clears. Materials are committed instantly. All sales are final.
How long does manufacturing and transit take? Standard construction requires a 2 to 3 day production window. Once your structure passes quality control, it is deployed via our freight network. Transit times depend entirely on your geographic location and the courier selected at checkout.
Where is the hardware manufactured? All Teddie London equipment is engineered and constructed at our London manufacturing facility.
02: Hardware & Materials
Is the Nappa leather waterproof? No. We utilise premium full grain Nappa leather. It is a natural, porous hide engineered for structural integrity, not a synthetic canvas. While highly durable, exposure to heavy rain or prolonged moisture will cause the internal architecture to warp. Review our Material & Care Protocol for strict maintenance guidelines.
Will the leather look exactly like the digital renderings? Because leather is an organic material, minor variations in the structural grain are inevitable. Furthermore, screen calibrations vary globally. We engineer our digital displays for maximum accuracy, but slight shade discrepancies in the Matte Black or Oxblood configurations are a hallmark of the natural hide, not a defect.
03: Returns & Defects
Do you accept returns if I change my mind? No. Under the bespoke exemption of UK consumer law, custom built goods are entirely exempt from standard regret laws. We do not accept returns for buyer's remorse, incorrect size selection, or aesthetic preference.
What happens if my structure arrives with a defect? We engineer to flawless tolerances. However, if a genuine manufacturing error occurs, your rights are fully protected. You have a strict 30 day window from the date of delivery to document the failure and initiate the Evaluation Protocol via our support desk. If verified, we will deploy a replacement build at zero cost.