Bespoke & Personalised Orders

J&B Furniture offers several different types of non-stock orders. A “Supplier/Catalogue Order” is a standard model or standard specification that we order from a manufacturer or supplier for a particular customer because it is not held in our warehouse. A “Bespoke/Personalised Order” is furniture made or configured on the basis of the customer’s individual choices, for example size, module layout, left/right orientation, upholstery, fabric/leather, colour, stitching, finish, sofa-bed function, storage, electric recliners or other selected options. Either category may be ordered in the showroom or remotely by website, telephone, email, WhatsApp, Messenger/social media or payment link. The sales channel and product classification must both be considered because cancellation rights can differ.

For distance-sale cancellation law, the fact that J&B Furniture does not stock an item, imports it from Poland, or asks a manufacturer to produce it after the order does not by itself decide whether the bespoke exemption applies. The statutory exemption applies to non-prefabricated goods made on the basis of an individual choice/decision by the consumer and goods that are clearly personalised. J&B Furniture will identify genuinely bespoke/personalised orders as such on the product page, quotation or sales order wherever practicable.

A standard Supplier/Catalogue Order placed and agreed in our showroom is a binding showroom purchase and there is no general statutory right to cancel merely because the customer later changes their mind. If the same standard, non-personalised item is negotiated and concluded by website, telephone, email, WhatsApp, Messenger/social media, payment link or another distance method, the normal statutory distance-sale cancellation rules may apply unless a specific legal exemption applies. A later remote payment does not automatically convert an already-negotiated showroom contract into a distance contract, and an earlier information-only showroom visit does not automatically prevent a later genuinely remote contract from being a distance contract.

For legal purposes, a bespoke/custom label does not itself decide whether an online cancellation exemption applies. The statutory exemption applies where the goods are genuinely non-prefabricated and made on the basis of the consumer’s individual choice/decision, or are clearly personalised.

For every non-stock order, J&B Furniture should record both (a) the product classification — Stock / Supplier-Catalogue / Bespoke-Personalised — and (b) the sales channel — Showroom / Website / Telephone / Email / WhatsApp / Social Media / Other Remote. This record helps determine the correct cancellation rules and provides evidence of what information the customer received before payment.

Your signed/confirmed sales order, quotation or online configuration is the primary record of the agreed specification. Before confirming, please check all measurements, configuration diagrams, orientation, colour/fabric/leather codes, optional functions and quantities. If anything is unclear, ask us before confirming the order.

Small differences can occur between display samples, digital screens and the finished product. Fabric dye lots, timber grain and natural leather can vary. Leather may show natural marks, grain variation, wrinkles or shade variation associated with genuine material. These characteristics do not excuse a product that materially differs from the agreed specification or otherwise fails to conform to the contract.

Upholstered and manufactured furniture can have minor dimensional tolerances because of padding, upholstery tension and production methods. Any tolerance must remain reasonable for the product and must not make the goods materially different from what was agreed or unfit for an agreed purpose.

Contact us immediately if you want to change a bespoke/special order. We will check whether production or supplier processing can still be altered. A change is valid only once J&B Furniture confirms it. Additional costs and a revised lead time may apply.

For an online or distance order that genuinely falls within the statutory bespoke/personalisation exemption, there is no statutory cooling-off right. That exception can apply from the time the contract is made; it does not depend on whether the manufacturer has already started physical production. For a showroom purchase, there is no general statutory change-of-mind right in any event.

For a standard Supplier/Catalogue Order, contact us immediately if you want to cancel. If the order was made in the showroom and J&B Furniture has already committed the order to the supplier, any cancellation is subject to our agreement. We may refuse a change-of-mind cancellation or, if we agree to it, retain or charge reasonable non-recoverable supplier, transport, administration or loss costs. For eligible distance purchases of standard non-personalised goods, this discretionary rule does not remove any statutory cancellation right that applies.

For a Bespoke/Personalised Order, once the specification is confirmed the customer should assume the order is final. If J&B Furniture nevertheless agrees to cancel or amend it as a goodwill exception, we may retain from payments made the reasonable costs and losses that cannot be recovered from the manufacturer/supplier, provided the amount is fair and not a disproportionate penalty. This does not affect cancellation or refund rights that arise because J&B Furniture has breached the contract or the goods are non-conforming.

A deposit confirms the order and forms part of the purchase price. The order form should state the deposit amount, balance, product classification (stock, supplier/catalogue or bespoke/personalised), specification and expected delivery window. For a showroom Supplier/Catalogue or Bespoke/Personalised Order, a deposit is not refundable merely because the customer changes their mind after J&B Furniture has accepted and committed the order, although any amount retained or claimed must remain fair and proportionate to the circumstances and non-recoverable costs/losses. Statutory distance-sale cancellation rights, where they apply, take priority over this rule. If J&B Furniture cannot supply the agreed goods and no acceptable alternative is agreed, amounts paid will be refunded as required by law.

Supplier-order and bespoke lead times vary materially by manufacturer and product. The expected window shown on the product page/order confirmation (for example 3–12 weeks) forms the agreed delivery period unless another period is confirmed. This allows for manufacturer stock, production scheduling, consolidation of full transport loads and international transport from suppliers. Arrival may occur near the beginning or end of the stated range. If the agreed range cannot be met, we will communicate a revised estimate and statutory delivery rights remain unaffected.

Bespoke status does not reduce your rights where the finished goods are faulty, unsafe, materially different from the confirmed specification, or otherwise do not conform to the contract. Contact us promptly with your order number and photographs/details so we can assess the appropriate statutory remedy.