Custom & Made-to-Order

Most of what we sell is stock equipment: we hold it, and an order ships from what we already have. A made-to-order item is different. It is built, upholstered or assembled after you have ordered it, to a specification agreed with you.

An item is made to order if any of the following applies: the upholstery material or colour is chosen rather than standard; the colour or finish of the frame, base or cabinetry is chosen; the configuration is changed (dimensions, electrical or plumbing arrangement, motor or control options, left or right hand layout, accessories built in rather than added on); or the unit is simply produced for you after the order, because it is not something we hold.

We tell you in writing that an item is made to order before you commit to it. If you are ordering something that will be modified and nobody has said so, ask us first. This policy applies only to items we have identified as made to order, and it sits alongside our other policies rather than replacing them.

Before anything is produced we put the specification in writing and send it to you: the model, the upholstery material and colour reference, the frame or base finish, dimensions where they are not standard, any electrical or plumbing requirement, and anything else that has been agreed. The price and the currency are on the same document. All our prices are in US dollars.

What we build is what is on that confirmed specification. Nothing outside it is part of the order. Conversations by phone, WhatsApp or email that are not carried into the specification do not change what gets built, so read it properly before you confirm it. If something is missing, something is wrong, or a line is unclear, say so at that point rather than after.

If you want to change something after you have confirmed but before production has started, tell us straight away. We will ask the manufacturer whether the change is still possible and what it costs, then confirm the answer in writing. Some changes are free, some are not, and some arrive too late to be possible at all.

We do not release anything into production until two things have happened: you have confirmed the specification in writing, and any deposit we have asked for has been paid. Until both are done the order is not in production, whatever status it shows on the website.

Deposits and staged payments for a custom build are arranged with us directly. Checkout on the website takes the full amount in one of two ways: a hosted card payment link, or cash on delivery. Card details are entered on the payment provider's own page and are never seen or stored by us.

One thing to know about card orders: if payment is not completed within 60 minutes, the order is cancelled automatically and any reserved stock is released. If that happens on a custom order, nothing is lost. Contact us and we will set it up again.

Made-to-order items take longer than stock items. How much longer depends on the manufacturer, the specification, the material chosen and the freight route, so there is no standard lead time and we do not publish one. We quote a lead time per order, in writing, before you commit.

We would rather give you an honest range than a confident date we cannot hold. If a build slips, we tell you as soon as we know. Please do not book installers, close a salon, schedule a re-opening or promise clients a date against an estimate that has not been confirmed as a delivery date.

Delivery is arranged separately from the website. Checkout does not calculate a shipping charge on any order, and much of this equipment is heavy freight, so we confirm the delivery arrangement and any cost with you as part of the order rather than at checkout. Access matters on large items: measure doorways, lifts, corridors and the room itself before you confirm a specification, because a bespoke unit that will not fit the room is still a bespoke unit.

Before production starts, a made-to-order item can be cancelled. Tell us in writing as soon as you decide. What happens to any deposit follows the deposit terms agreed with you when the order was placed.

Once production has started, a made-to-order item cannot be cancelled, and it cannot be returned because you changed your mind, no longer like the colour, or found the item elsewhere. It was built to your specification and it cannot be sold to anyone else. That is the main trade-off of ordering something custom, and it is why we ask you to check the specification carefully.

The website lets you cancel an order yourself while its status is pending or confirmed. On a made-to-order item that control is only meaningful before production begins. After that, using it does not stop the build, and we will contact you to agree what actually happens. In any case, no refund can be started from the website: anything of that kind is arranged with us directly.

Small variation in colour, grain and finish is normal on made-to-order equipment and is not a fault. Upholstery batches differ slightly. Wood and stone are natural materials and no two pieces carry the same grain or veining. Paint and powder coat vary a little between runs. Screens and printed swatches show colour differently again, so what you saw on a monitor is a guide rather than a promise.

If an exact match matters to you, for example a new chair beside chairs you already own, or a unit that has to sit against a specific cabinetry colour, tell us before you confirm the specification. We will tell you honestly whether a match can be guaranteed. Where it cannot be, ordering the pair or the whole set at the same time is usually the better answer.

Variation of this kind is not a reason for return. An item whose colour does not match the confirmed specification, rather than varying slightly within it, is a different matter and we will put it right.

Being made to order does not reduce what we stand behind. A custom item is covered on the same terms as anything else we supply. Manufacturing faults are handled under our warranty policy, and this policy does not narrow it.

Check the item when it arrives, before it goes into service. Transport damage on freight items is visible and should be reported to us as soon as you find it, with photographs, ideally before the item is used or installed. Damage reported after a unit has been in use for a while is much harder to attribute to transport, which makes it harder for us to help.

To report a fault, or to ask anything about a custom order before you place it, contact us at wbwarehouses@gmail.com or +971 56 494 7977. If you are not sure whether something is a fault or normal variation, send photographs and ask. We would rather look at it than have you guess.