Custom & Made-to-Order Policy
The Baby Cot Shop
Last Updated: May 2026
Every piece we create at The Baby Cot Shop is made with intention. Our custom and made-to-order service allows you to bring a truly bespoke vision to life, from fabric and finish to form and function. Because each piece is crafted exclusively for you, we want to make sure you understand how the process works, what to expect, and what is agreed between us at each stage.
Please read this policy carefully before placing a custom or made-to-order order. If you have any questions, our team is always happy to help.
1. What Counts as a Custom or Made-to-Order Item
A custom or made-to-order item is any product that is:
- Made to dimensions, specifications, or configurations not held in our standard range
- Produced in a fabric, finish, or colour chosen specifically for you
- Personalised in any way
- Commissioned as part of a wider interior design project
Because these items are created exclusively to your specification, they are non-cancellable and non-refundable once your order has been confirmed, in accordance with the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013.
2. Placing Your Order and Payment
A. Deposit or Full Payment
To confirm a custom or made-to-order order and begin the production process, we require either a 50% non-refundable deposit or full payment upfront, depending on the nature of your order.
Payment of your deposit or full amount constitutes your acceptance of this policy and confirmation that you understand the order is non-cancellable.
B. Balance Payment
Where a deposit has been paid, the remaining balance is due no later than 14 calendar days before your agreed delivery date. We will issue an invoice in advance of this deadline.
C. Fabric and Finish Upcharges
Our custom pieces are quoted based on our standard fabric and finish selections. If you choose a fabric or material at a higher price point than the standard specification, an upcharge will apply and will be confirmed to you in writing before your order is finalised.
Example: A cot may be quoted at a base price using our standard fabric range. If you select a fabric from a premium or specialist collection, the difference in material cost will be added to your order total. This will always be communicated clearly before you commit.
No upcharge will be applied without your prior written agreement.
3. Design Sign-Off
Before production begins, we will confirm your full specification with you in writing. This includes your chosen fabric or finish, dimensions, configuration, and any other bespoke details. This confirmation is your Design Sign-Off.
Once Design Sign-Off has taken place, no further changes can be made to your order. We will use reasonable endeavours to accommodate amendment requests made prior to sign-off, but changes at this stage are not guaranteed and may affect pricing and lead times.
A. Outstanding Selections and Client Inputs
Where your order requires fabric selection, finish approval, or the submission of customer-owned material, your Design Sign-Off cannot be completed until all required selections and materials have been received by us. Lead times will not commence until Design Sign-Off is complete.
We will notify you of any outstanding items required to progress your order. If we do not receive the necessary selections or materials within 21 days of our request, we reserve the right to place your order on hold, release your production slot, and requote lead times and pricing accordingly.
We are not responsible for any delays in delivery arising from your delay in providing fabric selections, finish approvals, customer-owned material, or any other required input.
We strongly encourage you to review your specification carefully before signing off. Our team is happy to arrange a final consultation or provide additional samples before you confirm.
4. Lead Times and Production
Lead times for custom and made-to-order items vary depending on the complexity of the piece, the materials selected, and current production schedules. An estimated lead time will be provided at the time of order.
Please note that lead times are estimates and not guaranteed delivery dates. Delays can occasionally arise due to circumstances outside our control, including manufacturer and supplier lead times, material availability, and logistics. Where a delay occurs, we will notify you promptly and keep you updated throughout.
Where a delay in commencing production arises from your delay in providing fabric selections, customer-owned material, approvals, or any other required input, the original estimated lead time will no longer apply. A revised lead time will be confirmed once all outstanding items have been received and a new production slot has been secured.
Delays outside our reasonable control, or arising from your delay in providing required inputs, do not entitle you to cancel your order or reclaim any payment made.
5. Colours, Imagery, and Fabric Samples
A. Screen and Print Representation
All product images on our website and in our brochures are for illustrative purposes only. Colours and finishes may appear differently on screen or in print due to variations in display settings, lighting, and photography. The actual product may vary from images shown.
We always recommend viewing finishes and fabrics in person at our Chelsea boutique or Harrods concession before placing a custom order, wherever possible.
B. Fabric Samples and Dye Lot Variation
Fabric samples are provided as a guide to colour, texture, and quality. However, fabric is produced in batches known as dye lots, and there may be slight variation in colour or tone between the sample you received and the fabric used in your finished piece.
While we take every care to source fabric from the same dye lot wherever possible, we cannot guarantee an exact match between sample and finished product. This is a characteristic of the textile manufacturing process and is not considered a defect.
C. Natural Material Variation
Our handcrafted pieces are made using natural materials including solid wood, fabric, and hand-applied paint finishes. Natural variation in grain, texture, and colour is inherent to these materials and is part of what makes each piece unique. Such variation is not considered a defect.
Solid wood furniture may also develop hairline cracks over time as the wood naturally acclimates to its environment. This is a characteristic of genuine solid wood construction and is not a defect. We recommend maintaining a consistent room temperature and humidity level to support the longevity of your piece.
As with all freshly handcrafted and painted pieces, your furniture may carry the natural scent of its finish for the first two weeks. This will settle naturally with ventilation.
6. Customer-Owned Material (COM)
We are able to work with customer-owned material (COM) for upholstery elements of your order, subject to the following conditions:
A. Fire Treatment Requirement
Any fabric supplied by you for use in upholstered items must comply with the UK Furniture and Furnishings (Fire) (Safety) Regulations. This means that COM fabrics intended for upholstery must be fire treated before we can use them. It is your responsibility to ensure that your fabric meets this requirement and has been treated accordingly prior to supplying it to us.
We are not able to apply fire treatment to customer-owned fabrics on your behalf.
B. Submission of COM
COM must be submitted to us before Design Sign-Off can be completed. Lead times will not commence until COM has been received, inspected, and confirmed as suitable by our team.
If COM is not received within 21 days of our request, we reserve the right to place your order on hold, release your production slot, and requote lead times and pricing accordingly.
C. Our Liability for COM
We accept no liability whatsoever in relation to customer-owned material. This includes, but is not limited to, the performance, durability, or longevity of the fabric over time, any fading, deterioration, or structural failure of the supplied material, and any issues arising from the fabric's interaction with the construction of the piece.
By supplying your own material, you accept full responsibility for its suitability, quality, and compliance. We will apply the same standard of craftsmanship to COM pieces as to all our work, but our warranty and quality guarantee applies to our workmanship only and not to the supplied material itself.
We always recommend selecting from our curated fabric range, where we can vouch for quality, compliance, and dye lot consistency. Our team is happy to help you find the right option.
7. Delivery and Installation
A. UK Delivery and Installation
We deliver and install custom and made-to-order pieces throughout the United Kingdom. Delivery and installation will be arranged with you in advance. We ask that you ensure the agreed space is prepared and accessible on the day of installation.
Our team will install your piece in the room of your choice and will remove all packaging on completion. We ask that you or an authorised adult is present throughout the installation.
B. International Clients
International delivery and installation is available exclusively as part of our full interior design service. All associated costs including shipping, customs duties, and installation will be confirmed to you in writing as part of your project quotation.
C. Storage and Failed Delivery
If access is not available on the agreed date and no prior notice has been given, additional costs including redelivery charges and storage fees may apply. Storage fees are charged on a daily basis, are proportionate to the size of your order, and will be confirmed to you in writing before they begin to accrue.
Risk in the product passes to you upon delivery to your address. Ownership transfers upon receipt of full payment and completion of the item.
8. Cancellation
A. Cancellation by You
Because custom and made-to-order items are produced exclusively to your specification, your order is non-cancellable once confirmed. This applies from the point at which your deposit or full payment is received.
If you wish to request a cancellation, please contact us as soon as possible. While we are unable to guarantee that cancellation will be possible, we will always consider your circumstances and respond accordingly. Any refund in such cases is entirely at our discretion and will reflect the costs already incurred in production.
B. Cancellation by The Baby Cot Shop
We are committed to fulfilling every custom order placed with us. In the unlikely event that our primary manufacturer or supplier is unable to complete your order, we will use every reasonable effort to source an alternative maker of equivalent quality before considering cancellation.
If, despite our best efforts, we are genuinely unable to fulfil your order, we will notify you as soon as possible and refund all payments made in full. We will not cancel a custom order for commercial convenience.
9. Photography and Portfolio Use
We take great pride in the spaces we help create. As part of our interior design service, we may wish to photograph completed installations for use in our portfolio and marketing materials.
By proceeding with an interior design project, you are agreeing to allow us to photograph the completed space for portfolio purposes, unless you have indicated otherwise on your design brief or have contacted us to opt out. You can opt out at any time by letting your designer know or by contacting us at [email protected].
All photography is used anonymously. We will never publish your name, address, or any personally identifying information alongside images of your home. Images are used solely for portfolio and brand purposes and are never sold or shared with third parties.
We will always check with you before using any images and will not proceed if you have any concerns.
10. Questions and Further Information
If you have any questions about your custom order or this policy, please do not hesitate to contact us. We are always happy to talk you through the process before you commit.
Email: [email protected]
Telephone: 0203 371 7530
Visit us: 408 King’s Road, Chelsea, London SW10 0LJ
This policy should be read alongside our full Terms and Conditions, available at www.thebabycotshop.com/pages/terms-conditions.