UK DELIVERIES
We charge shipping and courier in addition to the price of the products. We provide a reputable ‘White Glove’ delivery service on all our bespoke and made-to-order items. They will use sufficient packaging material to keep your order as safe as possible while in transit. Still, we cannot be held responsible for any loss or damage once we hand your order over to the relevant courier company or the person collecting it. We calculate courier costs according to the size and weight of each product, as well as the destination. We will dispatch your order within three to five working days after product manufacturing is completed. Please include your address and all necessary details for smooth delivery.


INTERNATIONAL DELIVERIES
We also deliver outside the UK using a reputable trusted partner. We calculate shipping costs according to the size and weight of each product, as well as the shipping destination. We will dispatch your order within three to five working days after product manufacturing is completed.

Please note that you will be responsible for all charges including any tracking, duties and customs charges that are incurred in your destination country. Where applicable, either a tracking number or flight details will be provided at the point of dispatch along with an estimated day of arrival. You will be responsible for checking the contact details supplied by the courier is correct.

Uncommon Ancestor will not be liable for any customs or import duties or for breach of these terms and costs on return shipments. Neither will Uncommon Ancestor be held liable for incorrect shipping & contact details.


DAMAGE AND LIABILITY DURING DELIVERY
Unless otherwise specified in writing by Uncommon Ancestor, third party deliveries are not insured against total loss. Should the client wish to take out insurance against total loss, the client will be able to obtain insurance through the delivery company and quote at an additional amount. In the event of minor damage during transit or delivery, the client is required to follow the steps below:

- Photograph damage to the protective wrapping (before removing or discarding the wrapping.
- Photograph damage to the Goods.
- Email Uncommon Ancestor all necessary information and photographs within 24 hours of receiving the delivery.
In the event of not following the above steps, Uncommon Ancestor will not be held liable for any damages.


RETURNS, REFUNDS & EXCHANGES
All returns must be in the same condition as that was received, and in original packaging with proof of purchase. We do not offer exchanges of products. Our returns policy is 7 days from the day the item is shipped and only applied to orders delivered to a UK Mainland address. Any returns past this 7-day period unfortunately cannot be refunded.

The client is required to ensure that the returned package contains the client’s full details including name, contact number and Uncommon Ancestor’s full and accurate address and postcode. All risk, loss or damage to the Goods while on route to Uncommon Ancestor will remain with the client until an authorised representative of Uncommon Ancestor has accepted the delivery.

Upon receipt of the returned goods, Uncommon Ancestor will carefully examine the product(s) and contact the client within three business days after that to discuss the status of the product(s). Should Uncommon Ancestor determine that the product(s) are indeed defective, we will process the refund usually within 7-10 business days, to the original method of payment. The refund will not include shipping or delivery costs related to the original order; however, Uncommon Ancestor will compensate the client for the reasonable delivery cost incurred for the return of the product(s) to Uncommon Ancestor (if any).

If the product(s) is found NOT to be defective, the client will NOT be entitled to a refund and will be liable for the costs incurred by Uncommon Ancestor having such product(s) redelivered to the client. Including any incidental charges or fees which may be applicable such as packaging and insurance costs. The client agrees to make payment of any such amounts due on demand by Uncommon Ancestor.

The following types of goods are not eligible for refunds:
- Bespoke items
- Items that have been tailored or customised to specific customer requests
- Commissioned items
- Items shipped internationally unless it is deemed there is a fault with there is an inherent fault in the product (not caused in transit or on-site by the client)

Bespoke and all made-to-order items are not eligible for returns or exchanges. Once the order has been placed and production is underway, we are unable to offer any changes to construction or finish or offer any part or full refunds.

Only defective bespoke products may be refunded. To return a defective product, please email us images of the product and its packaging with any information about the relevant product within 7 days of receipt. These must be sent to kara@uncommonancestor.com for refund approval.

We shall then assess the product, and should we determine the product to be defective, we will arrange for the defective product to be collected from you and we will repair or refund the product. If repair of the defective product is not possible, Uncommon Ancestor will credit your account, or refund you (at your option) for the purchase price of the defective product. Credits and refunds are generally processed within 7-10 working days. Repairs will take longer, depending on the availability of parts and replacements.

Should you wish to return a defective product, please ensure that the defective product is re-packaged in suitable packaging to prevent damage to the product in transit. Our courier reserves the right to refuse to collect a defective product if that product is not packaged correctly for transit.

Please note, the following will NOT be regarded as defects and will NOT entitle you to return/refund:
- Damage resulting from normal wear and tear of the product - Damage arising from negligence, user abuse or incorrect usage of the product.
- Damage caused by a failure to care for the product adequately (as determined in Uncommon Ancestor’s sole discretion)
- Damage resulting from alterations to the product; and where the specifications of a product, although accurately described on the website and fit for its intended purpose, do not suit you.
- Variation of colour or texture from product to product, resulting from the use of materials which may have natural flaws and natural variances, including materials such as wood or velvet.
- A product which has not been correctly maintained (as determined in Uncommon Ancestor’s sole discretion)

In the event of the incorrect Goods being delivered to a client in error (i.e. it is not the product the client purchased), the client must not remove the product from its original packaging and is required to promptly contact Uncommon Ancestor, so that it may resolve the error by arranging to collect such Goods from the client and arrange delivery of the correct product to the client as soon as possible.