Step one - Understanding what we do
If you’ve been around us often enough, you would have heard us say, “We want you to love it more in 10 years time than you do now”.
This long game philosophy relates to every aspect of our custom pieces –simplicity in design, solid joinery and natural finishes.
To those who commission us to build them something special, we will give you our very best, drawing from our years of experience in solid timber to make you something that we hope you will enjoy for a lifetime –a future family heirloom.
Step two - Understanding our wait
If you have a deadline, please let us know but generally you’re looking at quite a wait (months) before we can make a start.
Lead times vary based on current work in progress.
Please understand that our time is limited for custom builds. As much as we enjoy time on the tools, the reality is the majority of our week is spent teaching others to build their own projects.
Quality takes time.
We’re not interested in taking shortcuts. Each process is carefully planned and set up, then tested to ensure accuracy. Timber is carefully chosen for each component with consideration given to grain orientation, colour and seasonal movement.
Your special piece is hand made and hand finished right here in our workshop in Townsville, Qld.
Step three - Understanding our process
Our first consultation is free - it's a time to chat about your project and for us to get to know each other better. We'll go through options and give price indications.
If you're keen to proceed we will ask you for a deposit (50%) to get your job queued and then follow up with a detailed quote which will include a sketch or drawing, a brief description of the project, materials type, and a more solid lead time and price.
If you want to make smaller payments you are welcome to do so, just be aware that we wont queue your job until it you've paid at least half of the final amount.
Depending on what the project is, we'll usually ask you to come in to have a chat or we'll email you to sign off on the finer details before we start the build; just to make sure we're all talking the same language.
Please ask questions. It's easy to amend a drawing or a quote. Amending a build is not so easy, and can be expensive.
Step four - Understanding the build
As soon as we have started your project we’ll let you know and keep you updated throughout the build with progress images.
We may also post images on social media.
Any joinery decisions that are not specified in the sketches or quote will generally be made by us as we progress through the build but from time to time we may get in touch with any questions and to get confirmations on design details.
We realise that not everything always goes to plan, especially working with natural materials. Any hiccups requiring a change of scope, either requested by us or you, will need to be mutually accepted in writing before work continues, including variations in costs.
As soon as your project is completed we will ask you to come and inspect.
At this stage the final payment balance is due and you can collect or we can arrange for delivery.
Step five - Aftercare
Now that your hand made piece is home and is in use, like everything, it’s going to get grubby. So how are we (well... you) going to look after it?
All of the natural finishes we use are easy care but not bulletproof. We will endeavour to talk you through our recommendations on the aftercare and maintenance of your piece when it is collected or delivered. We stock the aftercare products that we recommend so if you're unsure or need a reminder we're always happy to assist.
Step six - Should anything go wrong, we’re here for support
All of our custom made products are covered by a limited lifetime warranty. If any of our products fail due to legitimate flaws in workmanship or materials or finishes, we will repair or replace it *free of charge. Hardware is not covered by our warranty.
Wood is alive; it breathes with the changes in humidity so expect it to move. Small cracks may also appear, especially in the dryer months so don’t be surprised if there is minor checking.
We deliberately use natural finishes because we believe they look and feel better and last longer.
Easy regular care and maintenance will prevent these finishes from drying out and as each layer is correctly applied and polished, the surface will continue to improve.
The result is a surface that gets better with age and reveals a patina that is only achievable through a life of use and care.
This warranty applies only to the original owner of the item along with proof of purchase and is not transferrable.
It also only applies as long as we are in business – while we have no intention of closing down and will always do our best to pursue excellence, we realise circumstances are never totally in our control. Failure to care for or use your custom item for a purpose other than it was intended will also void this warranty.
Warranty is not valid until full and final payment has been received.
*Shipping charges are not included
