Information and Policies

ORDERING

• Please note that each item is unique and has special character which we try to describe in full detail.

• In-stock pieces may be ordered via our website and will be fulfilled once payment has cleared.

• We want you to be part of the process!  When you commission a custom project, you’ll be kept informed along the way with photos sent to you via text from the initial wood selection through the finishing phase. 

• To initiate discussion about a custom piece, please contact us  with a general description of the project along with any photos that have inspired you.  We will contact you as quickly as possible to discuss your vision and determine next steps.  A deposit is required before work on a custom piece begins, and the amount will be determined based on the unique nature of the project.

CANCELLING AN ORDER

• Please notify us promptly via email at dw@dwhandcrafted.com if you need to cancel your order.

• For in-stock pieces, there will be no charge for cancelled orders as long as the order has not shipped.

• Once an item has shipped, the order cannot be cancelled.

• Once the materials have been acquired for a custom project, any deposit paid will be forfeited if the project is cancelled.

CURRENCY & PAYMENT OPTIONS

At this time, DW Handcrafted only accepts the United States dollar.  You can use all major credit cards as well as Apple Pay as your payment method on our e-commerce site.  Contact us if you have problems with or questions about payments options.

RETURNS / EXCHANGES

DW Handcrafted  will accept returns on all in-stock merchandise as indicated below:

• A return of merchandise must be initiated within 5 days of delivery and received in our shop within 30 days.

• Merchandise must be unused, in its original condition, have no missing parts, and in original packaging to qualify for a return or exchange.

• We do not accept returns or exchanges after 30 days, so please ensure your product is functioning properly before that time has passed.

• If the return is a result of our error, we will make it right without any expense to you. If your return is not due to our error, we will deduct the shipping costs from your refund.

• You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return.

• Please contact us with a description of your concern for further instructions.

Custom orders do not qualify for returns, and exchanges will only be made if your piece is damaged during transit.

SHIPPING

 We provide multiple options for receiving your items:

• If you’re in the Columbia, SC area, you’re welcome to arrange a time to pick up at our Workshop.

• If you’d prefer to have your item shipped, you may choose the option and cost that works best for you at checkout.

WARRANTY

Your piece will arrive in pristine condition and ready for use.  As you use that piece, it will naturally show wear and tear over time that will be as unique as the piece itself, with each scratch or ding representing a memory you made with family and friends while using it. 

​With that said, proper care and humidity is important and essential to maintain the natural beauty and functionality of your wood piece.  Please see our Care Instructions for details on how to preserve your piece for generations to come.

 If you feel your item has a defect in craftsmanship, please notify us within 5 days of delivery (please see RETURNS / EXCHANGES above).  While we stand behind our products, neglect, abuse, or improper care are not covered under this warranty, nor is pet damage, scratches, scuffs, indentations, normal wear, burns, or damage from exposure to the elements.