Frequently Asked Questions

Where is my purchase?

Our standard delivery is 5 working days. Once your purchase has been dispatched, you will receive an email notification. This will include the tracking details of your order.

I have received a damaged product

Please accept our sincere apologies for this. Rest assured, we are making it our priority to resolve the issue. If items have been damaged during delivery. Please kindly provide as many details as possible via our Contact Us page. We can then work to resolve the issue as quickly and efficiently as possible. Thank you for your understanding. We will be in contact with you as soon as possible.

My product is not as expected. Can I cancel or amend my purchase?

We are unable to amend or cancel a product once your order has been processed and paid in full. We apologise for any inconvenience.

Am I able to change my delivery address?

We are always happy to help. Please call us as soon as possible, we will do our utmost to intercept the dispatch or your item and update delivery addresses accordingly. Please note: Once your order has left our business premises we will be unable to amend your delivery address.

Why are we able to offer the best possible prices?

We are designers and manufacturers of many products sold at The Wooden Gem. Always consciously aware of fluctuating prices of lumber. Hence carefully managing the production costs. We work independently on every step of the packaging and delivery process. Helping to avoid unnecessary costs. Improving productivity and providing you with products in the most cost-effective and timely manner.

If after a few days I am not satisfied with the product how can I send it back?

We take customer satisfaction very seriously and welcome any feedback you may have regarding the use of our products. You have 14 days after receiving a product to send it back if you are not 100% happy. Contact our customer service team to inform them that you are returning an item and they will be happy to help arrange an exchange for you.

Refund requirements

For a successful refund, the product must be sent back in its original packaging. The product and packaging must include all tags and print material. All products must be returned in the same condition as they were received. Upon the product arriving at our warehouse, a refund will be processed. Please allow 10 working days from the original return request.

Where do our products come from?

Our products are each individually handmade in Suffolk, UK. The timber used for our wooden products is hand-picked from respected Timber suppliers throughout the UK. All hardwood is of a high grade to ensure the best possible quality in our end products.Is the hardwood used for my product genuine, as the colour/grain is not as expected?

Do You sell gift vouchers?

We are busy behind the scenes planning e-gift vouchers. We endeavour to have these available for online purchase in January 2022. So, watch this space!