Below we have compiled a list of our most asked questions, if you think we've missed something drop us an email on and we will get it added...
Orders, Delivery and Returns:
What is the texture of the wood?
This depends on whether you are purchasing something handmade from new, reclaimed or extra rustic wood, each items is completely different and is explained in the description of the item. We also made this handy guide to wood, it should answer all your questions but if you are unsure, drop us a message on firstname.lastname@example.org and we can discuss the best solution for you.
What wood do you use as reclaimed wood?
We made this handy guide to our wood, it tells you about the wood we use, where we get it from and anything else you might need to know!
How do I care for my item?
When you place an order with us you will be sent a little instruction booklet which tells you about how to look after your wood, we also email this over to you so you wont loose it. Don’t worry, everything is printed on recycled paper! We have also created this handy guide to caring for your wooden items.
Where are your items made?
Every single one of our items is made to order in our workshop in South Devon, we are a small team of talented folk who love getting involved in bespoke projects and turning wood into beautiful items.
What is your favourite product?
This is a hard question! For me, it’s the tray and the new extra small mini bench… Mike’s is the benches!
I can’t find an item which you used to have in stock?
Some of our items move to our heritage collection, here you can find items we no longer include our main collection or take new imagery of but people still love. They are sometimes our least popular items from a collection or something we have created a new version of. For example our bath tray, we were struggling to keep up with the demand for reclaimed wood on these bath trays, they also move a little too much once subjected to bathroom heat. We therefore now have a new version of this bath tray which can be found in our normal collection, however, the old version is still here, just in case someone isn’t a fan of the new version! We can only do this as our items are made to order. Please note that it can sometimes take a little longer to source the correct wood for these items, this may mean you don’t reach the top of the queue quite as quickly as standard items.
What are your personalisation options?
We can actually add personalisation to pretty much anything as we laser engrave the wood, we can add personalised designs and logos, designed by yourself or our in house team for a small fee. Some items are listed with personalisation options as standard, they can be found in the personalised section of the site, however, if you’re looking to order a different item with personalisation drop us a message on email@example.com and we can discuss options.
Do you deliver to….?
We deliver anywhere inside the UK, shipping is calutated at checkout based on the weight of your order, we also have an option to upgrade your shipping once its ready to leave the workshop. For some items we can ship further afield, just drop us an email on firstname.lastname@example.org to find out about your location.
How long does it take for my order to be made?
This very much depends on how many orders we have in the queue before you, it normally takes up to 12 weeks but this can get longer at busy periods such as Christmas. When you place and order you will be given a position in the queue, you can pay a premium which means we can move you up the queue, we charge this because one of our team has to be paid overtime to get your order made quicker. Just drop us a message to find out where we currently are in the queue or if you would like to know the current premium for a specific item.
How do I know where I am in the queue?
Each week we send out an update on your place in the queue, some weeks this may move quickly, some weeks you may not see any change! This is simply because one order might be for one serving board, another may be for 40 stools… if you would like your item to be made quicker, you can pay a premium which means we can move you up the queue, we charge this because one of our team has to be paid overtime to get your order made quicker. Just drop us a message to find out where we currently are in the queue or if you would like to know the current premium for a specific item.
I’ve purchased the item as a present, will the recipient be able to see all the details?
We don’t actually include any additional paperwork such as an order sheet in our packages, we do include a small handwritten note which can be personalised and a info card on how to care for your item. You will be emailed a copy of your order details in case you need to check anything.
Can I return my item?
As long as you have not ordered a personalised item, you can return the items as long as you notify us within 14 days of receiving the item. We ask you pack your item in the same packaging it was received in and get proof of postage. Using a service such as Parcel2Go will ensure you get the best price for the size and weight of the item. Once received back we will process your refund within 30 days, you will be notified via email once this has taken place.
My item has arrived damaged?
Please take photos of the items initially and send them to email@example.com, from here we can arrange for the item to be collected or dropped off and returned back to us. Once we receive the item back we will send you a new one out ASAP, this may take a small amount of time as the items will need to be remade, don’t worry though, you wont go back to the end of the queue!
My item has broken?
If you have followed the guide and not left your item near heat sources or dropped your item please email us on firstname.lastname@example.org with photos of the item, we can then discuss the next steps on an individual case.
Do you have a shop?
Unfortunately we do not have a space we would call a shop where you can just pop in, however, we do shopping a little differently, you can book an appointment to see our products or examples of our kitchens at our show home in South Milton, between Kingsbridge and Salcombe. Pop down, have a cup of tea, shop our products, plus we always have a selection of other local items in the house you can order via us too. Drop us an email on email@example.com to find out more.
Can I visit your workshop?
We don’t normally accept visitors in the workshop as its dusty and full of big scary machines, however, you can visit our show home by booking an appointment on firstname.lastname@example.org
What does Slow Living mean?
Slow living is:
The habit of embracing the seasons, finding enjoyment, warmth and gratitude in life’s simple pleasures
Trying to have the smallest impact on the earth within our everyday lives
Finding comfort in being present, making time for the people and small moments happing around us.
Supporting local, small and in season.
You can read more about it on our blog here.
When did you start Vincent Trading?
Vincent Trading was born in early 2016, but the domain had been registered for a couple of years before…
What did you do before you started Vincent Trading
I was head of a HR department before I moved to Devon, where I began a journey into photography, Mike has been a joiner since he left school at 16. You can read more about us on our about us page or on this blog post.
What is it like living and working together?
Mike and I have been a couple since we were 15, we’ve basically grown up together, we understand how each other work and how to make it work for both of us. We understand that a relationship, marriage and work partnership means we have to put some extra work in, sometimes we can go weeks without spending any time apart, for us this works, but we understand it isn’t for everyone!
What do you both do in the business?
We all do a bit of everything, but mainly, Mike does the making and I do everything else… it works out pretty even in the end as all my small jobs take the same amount of time as his jobs, sometimes, if one of is struggling, the other jumps in and helps!
Where do you live?
Slightly personal question here, but you’d be surprised how often we get asked! We live outside a village between Salcombe and Kingsbridge called South Milton. We built a tiny log cabin on my parents land and we pay rent to live here each month, you can find it on Instagram here, it gets rented out as a location house for photography and is our show home where you can book an appointment to view our products and kitchens.
Is Emma a photographer?
Yes I am! I photograph weddings and products mainly, you can find my website here.
What is Vincent&Co?
Vincent&Co is our overall limited company, all of our business sit underneath this trading as their name. This is so we only do one set of accounts at the end of the year and we share all the costs between them easily. This will show on your invoice and bank statement.