1. Product and Manufacturing
How long will my product take?
If you are ordering from our made-to-order collection through the website, pieces take approximately 4 weeks. Where there are customised elements, timelines may extend to 4–6 weeks, subject to material availability — we will always update you as soon as we can once your order is placed.
Do you have a showroom where we can see the actual collections?
A selection of our pieces is on display at the main Cherwell showroom in National Industries Park. We’d be happy to arrange a visit so you can view the collection, assess the quality, and see our pieces being expertly crafted on site. We also keep samples of all finishes available to view and can arrange additional samples for project planning.
I have a design in mind that isn’t on your website — can you customise it?
Yes, we welcome custom pieces, subject to the design and the materials involved. Custom work can always be accommodated, as bespoke design remains a core part of what Cherwell do. Please email sales@cherwell.me with as much detail as possible about your vision — sketches, inspiration images, dimensions, or material preferences are all helpful — and our team will be in touch to discuss next steps.
Will my piece look exactly like the image on the website?
Our images are intended to give you an accurate sense of each piece, though minor variations in colour, texture, or tone can occur due to screen display, lighting, or the natural character of materials used. Where pieces incorporate natural materials such as marble, stone, wood veneers, or fabric, slight variation in grain, pattern, or tone is expected — no two pieces are ever quite identical, and this is part of what makes them genuinely bespoke.
2. Shipping & Delivery
Will my piece look exactly like the image on the website?
Cherwell & Co furniture is delivered by our own team, to your site only. We will be in touch to arrange a suitable time and ask that someone is available to grant access and inspect the items on arrival — please notify us immediately of any damages or issues at the time of delivery. We do not fix items to walls but deliver and place only(plus take away all our own rubbish).
How long will delivery take?
This depends on whether you’re ordering a made-to-order piece or a ready-made piece (marked “Available now” on our website). Made-to-order furniture takes up to 4 weeks; ready-made pieces are delivered within 5–7 days, subject to public holidays. Lead times vary by product, so if you’ve ordered multiple items, you can choose to receive them as they’re ready or combined into a single delivery.
Will I be notified before delivery?
Yes. We’ll contact you at least two days in advance to schedule delivery and agree a 3-hour delivery and installation window. Occasionally, delays outside our control may affect timing, and we’ll keep you updated throughout — though sometimes your pieces are ready ahead of schedule too.
Do you deliver outside the UAE?
We currently deliver within the UAE only. For international delivery, this can be arranged through third-party shipping agents — either organised by you (we’re happy to provide size and weight specifications) or arranged by us with associated documentation charges payable by the customer. Customs clearance in the destination country remains the customer’s responsibility; we will supply the relevant paperwork only.
What do I need to prepare before delivery?
A few things help delivery run smoothly: any access passes for your building or community should be arranged in advance, the delivery area should be clear and accessible, and you should let us know if lifts or staircases are involved so we can plan accordingly — in some cases this may mean assembling your furniture on site. With the exception of beds and headboards, all furniture arrives fully assembled, so please ensure pieces can be received as complete units. If there is an issue please get in touch in advance and we will work to find a solution for you. .
What if I can’t take delivery when my items are ready?
We aim to deliver swiftly once your items are ready. If there’s a delay on your end in taking receipt, storage fees may apply, calculated weekly.
How much does delivery cost?
Delivery charges vary depending on the number of items and your location. These will be detailed on the website and confirmed immediately once your order is placed.
3. Post-Sales Service
What is your warranty policy?
All furniture is covered by a one-year limited warranty against manufacturing defects in materials and workmanship under normal use. The warranty applies to the original purchaser only, and does not cover damage from misuse, improper care, accidents, unauthorised alterations, or normal wear and tear. Every claim is reviewed on a case-by-case basis — please get in touch with our team with your order details and photos of the concern.
What if my item arrives damaged or faulty?
Please inspect your furniture at the time of delivery and notify us immediately of any damage or defects so we can address it on the spot. If an issue becomes apparent after delivery, contact our team as soon as possible with your order number and photos so we can assess it under warranty. Please see our detailed RETURNS AND REFUND POLICY for the full details.
Can I return my furniture if I’m not happy with a natural variation in the material?
Because many of our pieces are crafted from natural materials — including marble and other stones, wood veneers, and fabrics — some variation in grain, pattern, or tone is to be expected, and no two pieces will be entirely identical. These differences are part of the character of natural materials rather than a defect, so returns based solely on natural variation are not accepted.
Can I return or exchange a made-to-order piece?
As our made-to-order pieces are crafted specifically for you, they are not eligible for return or exchange once production has begun, other than under the terms of our one-year warranty for manufacturing defects.
Who do I contact for after-sales support?
Our customer care team is here to help with any questions following delivery, from warranty claims to general care queries. You can reach us through the contact details on our website, and we’ll respond as quickly as possible sales@cherwellandco.com.