Terms & Conditions



The acceptance of your order by The Wooden Gem creates a binding agreement. This agreement is between you and The Wooden Gem Limited. To the exclusion of any other terms and conditions.

Confirmation Of Sale

You will receive a confirmation of receipt via email once your order has been processed. Your email will go to the provided email address once the payment is processed. If this email fails to reach you please contact info@thewoodengem.com. So, we can confirm that your order is processed and resend confirmation of sale.


We accept Visa, Mastercard and Delta. Full payment is required before delivery.


Prices include VAT at the rate of 20%.
Prices exclude delivery charges. Unless otherwise stated.


We reserve the right to alter prices at any time. This includes any alterations to the rate of VAT.

Promotion & Discounts

Discount codes cannot be redeemed in conjunction with other offers or discounts.

Product Information

We strive to ensure items purchased, hold a true resemblance to photographs online. Yet, due to our items being handcrafted from natural materials. Products can show slight variations in grain, finish, colour and size.

Delivery Lead Time

Estimated delivery time will be advised by email once payment is processed.

Our Wooden Products

Wooden products can expand or shrink due to the local climate. After making a wooden product, the natural wood will begin to settle. With time you may see some natural changes in the wood. These types of changes can include cracks, splits, warping, twisting or bowing. So, it is NOT recommended for products to be on hot surfaces. Nor should they be in direct sunlight, especially when wet. Doing so may cause any of the above to occur. Wood knots may change shape or open with time. Any movement, bows or changes in grain pattern. Colour or size are natural progressions of wood.

Product Care Instructions

Please follow our care instructions. These are provided with your product upon delivery. These will assist you in how to look after your product.

Access To Your Property Upon Delivery

Concerned we may struggle to deliver your product via your chosen access point? Speak to The Wooden Gem before purchasing. Tell us your preferred delivery requirements. We can then put measures in place to ensure a smooth and safe delivery.


Your order will be delivered as stated on your booking confirmation. You will receive a text notification of a five-hour time slot 1 day before your delivery date. In the event of unforeseen delays, The Wooden Gem will be in contact. This will be to arrange a new delivery date. To meet health and safety regulations. Our delivery drivers cannot remove, reposition or dispose of household items. Items will be delivered through main doorways and entrances.  They cannot be delivered through windows, over fences or via rooftops. So, if you are expecting large items, please check entrance ways are clear in advance. This way we can ensure safe delivery.

Unavoidable Delays

The Wooden Gem is not liable for delay or failure in obligating with this Agreement. Such as delays beyond our reasonable control. Including war, natural disasters, Severe weather disruptions, pandemics or epidemics. Strikes, lock-outs, or import or export embargoes. The impossibility of us using railways, shipping, plane or motor transport. Or, other means of public or private transport. If such circumstances arise, we will inform you in writing.

Acceptance Of Goods

All items must be signed for at the point of delivery. By signing the delivery note, you are acknowledging that the items delivered are in good condition. Nor faulty or damaged. Should a product not meet your expectations. The Wooden Gem will make alterations to your purchased product. These will then be returned to you at an agreed and convenient delivery time.


If you wish to collect an item. You or your courier are responsible for the product. Once the item has been signed as collected, pending delivery. The Wooden Gem is not responsible for any damage or product loss.


To return an item after accepting the delivery please email info@thewoodengem.com. Any return requests need to be put in writing within 14 days of receiving your product. After 14 days, we will be unable to accept returns. If an item has incurred damage via transit, a member of our customer service team will be in touch.
Please return the items in original packaging. A return form must be included and goods received back within 28 days of receiving goods.

Our Return Address

The Wooden Gem. 75 Oulton Road, Ipswich, Suffolk. IP3 0QE. Once your item is returned, a full refund will be issued. This refund will be processed back to the original card charged. Please allow for refunds to take up to 14 working days.


The Wooden Gem cannot accept liability for customer failure to follow care instructions. Product care instructions are listed on the website and included in all packaging. When buying from The Wooden Gem your order represents confirmation of the sale. Which is then accepted by us by way of a dispatch note. This dispatch note is included when you receive your order. Products on the same order, not confirmed in the dispatch note, do not form part of the contract.

The Wooden Gem Limited

We endeavour to check the accuracy of the information on www.thewoodengem.com. Yet, The Wooden Gem Limited does not warrant that information will be error-free. Users should acknowledge that information, products and services published may include inaccuracies. Such as typological errors. So, if the delivered products do not meet the description on the website. You are entitled to reject the goods upon receipt and return them to us.

Have A Query Regarding Our Terms & Conditions?

Please feel free to get in touch: info@thewoodengem.com