Terms and Conditions for Filey Pier Limited

Last Updated: July 2026

Please read these Terms and Conditions ("Terms") carefully before placing an order with Filey Pier Limited ("we", "us", "our"). By placing an order on our website, you agree to be bound by these Terms. We sell and ship to addresses within the United Kingdom only.

1. Our Products and Making to Order

  • Made to Order: All mirrors are hand-crafted and made to order. We do not maintain ready-made stock.

  • Variations: Due to the hand-applied nature of reverse glass mirror designs, slight variations may occur between the product images on our website and the finished item.

2. Ordering, Turnaround Times, and Waiting Lists

  • Estimated Turnaround: Our current estimated production and dispatch timeframe is 2 to 3 weeks from the date payment is received.

  • Variable Timelines & Waiting Lists: As our products are highly specialized, turnaround times may lengthen significantly during high-demand periods.

  • Order Confirmation: When you place an order, we will write to you to confirm your specific estimated dispatch window. This timeframe is an estimate only; if unexpected production delays occur, we will contact you immediately.

3. Pricing and Payments

3.1 Standard Designs

  • Full payment is required upfront via our website checkout before production begins.

3.2 Bespoke Designs

  • Design Phase: We will create a digital design concept for your bespoke mirror free of charge.

  • Deposit: If you accept the design concept, a 50% non-refundable deposit is required. We will not purchase materials or begin production until this deposit clears.

  • Final Balance: Upon completion of the mirror, we will send you a photographic image of the finished piece. The remaining 50% balance must be paid in full before the item is dispatched.

4. Packaging and Delivery

  • Pricing: Postage and packaging costs are fully included in the listed price of the product.

  • Territory: We deliver to UK addresses only.

  • Courier: All items are securely packed in a firm mailing box, wrapped in defensive bubble wrap, and fitted with specialized corner protectors. Items are dispatched using Royal Mail tracked services.

5. Cancellations, Returns, and Refunds

5.1 Standard Designs (Right to Cancel)

  • Under the UK Consumer Contracts Regulations, you have the right to cancel your standard design order and request a return within 14 days of receiving the item.

  • To initiate a return, contact us at signs@fileypier.com.

  • You are responsible for the cost of return postage. The item must be returned in its original, protective packaging (box, corner protectors, and bubble wrap) to ensure it arrives undamaged. We will issue a refund once the item is safely received.

5.2 Bespoke Designs (Exemption)

  • Because bespoke mirrors are created entirely to your unique specifications, they are exempt from the standard 14-day cancellation and return rights.

  • Once you approve the design and pay the 50% deposit, the order cannot be cancelled, and returns will not be accepted unless the item arrives faulty or damaged.

6. Faulty or Damaged Goods

  • Reporting Window: Mirrors are fragile. You must inspect your package immediately upon delivery. Any transit damage or faults must be reported to us within 48 hours of delivery.

  • Evidence Required: To qualify for a free replacement or a refund, you must email signs@fileypier.com within this 48-hour window with clear photographic evidence of both the damaged mirror and the condition of the external shipping box.

  • Resolution: If damage in transit is verified, we will prioritize creating a replacement mirror for you or offer a full refund.

7. Limitation of Liability

  • We are not liable for any delays in delivery caused by factors outside our reasonable control, including Royal Mail postal strikes, severe weather, or supply chain shortages.

8. Company Identification & Contact Information

Filey Pier Limited
Trading Address: 22 The Beach, Filey, YO22 7LA
Contact Email: signs@fileypier.com