Made to order, and what that means for you.

Cancelling before we start

You can cancel free of charge at any point before work begins. Tell us as soon as you can and we will refund your deposit in full.

Changing your mind: standard pieces

If your piece is one of the sizes listed on its product page, in one of our six standard finishes, you have 14 days from delivery to change your mind. You do not need to give a reason.

Tell us in writing within those 14 days, then send the piece back within 14 days of telling us. It needs to come back in its original packaging and in the condition it arrived in — you may unpack it and look at it as you would in a shop, but you are responsible for any loss in value caused by handling beyond that.

Return shipping is at your cost. A dining table travels on a pallet, and across Europe that is typically €100–250 depending on where you are. We will tell you the likely figure before you commit either way. Once the piece is back with us, or you have shown us proof you have sent it, we refund within 14 days.

Changing your mind: custom pieces

If you have asked for something outside the standard list — a length we do not list, a different height, a finish matched to something you already own, or a fully bespoke commission — the piece is made to your specification. Under Article 16(c) of the EU Consumer Rights Directive the 14-day right of withdrawal does not apply to it.

We will say so plainly in your written quote, before you pay anything, so that it is never a surprise. If you are unsure which side of the line your order falls on, ask us and we will tell you in writing.

Before your piece ships

When your piece is finished we photograph it and send those photographs to you before it is crated. You see the actual timber and the actual finish, not a studio shot of a different table. If something is not what you pictured, we would far rather sort it out in the workshop than after a pallet has crossed Europe.

If a piece arrives damaged or faulty

This is separate from the right of withdrawal, and your statutory rights are unaffected.

Before the driver leaves. Photograph all sides of the packaging while the piece is still on the pallet. If anything is torn, crushed, punctured or wet, write it on the delivery note (CMR/POD) before you sign — describe what you can see, for example “packaging torn on right side, possible damage to tabletop, subject to inspection” — and photograph the note with your remark on it.

A clean, signed delivery note makes a transport claim very difficult to pursue afterwards. It takes two minutes and it protects both of us. Then email us the photographs within three working days.

After unwrapping. Keep all the packaging. If you find damage that was not visible at delivery, photograph it and email us as soon as you can, and in any case within five working days of delivery.

Please do not sand, repair, refinish or dispose of anything before we have seen the photographs. The piece and its packaging may need to be inspected before a claim can be settled, and work done in the meantime can end that claim.

Then. Once we have the photographs we will tell you what we propose — a repair, a remake, or a refund — and arrange collection where that is needed. Manufacturing faults are our responsibility whenever they come to light and are not subject to that window.

Solid timber moves with the seasons. Small changes in the surface, and variation in grain and colour between pieces, are characteristics of the material rather than faults.

Guarantee

We guarantee our joinery and construction for ten years from delivery against defects in making. Solid oak, jointed properly, should outlast that comfortably — the guarantee simply says so in writing. The guarantee does not cover normal wear, accidental damage, or damage caused by unsuitable conditions such as prolonged direct heat or standing water.

How to reach us

Email hello@sakai.furniture with your order details and photographs. You will hear back from an actual person.