Traditional Wooden Games, Terms & Conditions
Welcome to our website. Please take the time to read the Terms & Conditions carefully. Traditional wooden Games (TWG) are bound to these conditions. If you continue to browse and use this website, make a purchase or register your personal details you are agreeing and accepting our Terms & Conditions set out below. If you disagree with any part of these Terms & Conditions, please do not use or purchase from our website.
- The content of the pages of this website is for your general information and use only. It is subject to change without notice.
- Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
- Your use of any information or materials on this website is entirely at your own risk, for which TWG shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
- This website contains material which is owned by or licensed to TWG. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is strictly prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
- All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
- Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
- From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
- Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
Terms of Sale:
All prices are quoted in UK Sterling and are inclusive of VAT. Prices exclude delivery costs which will be added at checkout. TWG will not be liable for any export or import duties, taxes etc. Goods being sent to a destination outside of mainland UK, may need to to pay additional charges. We will need to contact you for the payment relating to higher courier charges for products being sent abroad. Payment will be debited from your account at the time of purchase, or soon after. We accept payment by all major Credit & Debit cards, PayPal
TWG will take all reasonable care, as much as is within our power to do so, to keep the details of your order secure. However, if we are not negligent, TWG cannot be held liable for any loss you may suffer if a third party gains unauthorised access to the data you provide when accessing our site. On rare occasions, order confirmation emails are misdirected as spam by incoming mail servers. Therefore, if you do not immediately receive an order confirmation email, please check your junk folder. We can be contacted should you wish to discuss this further or arrange confirmation via another source.
Please note that TWG reserve the right to photograph and display products, either for our website or social media, from orders placed by customers. This is also the case for special orders. We will not, however, display images of personalised products for special occasions until the date has passed.
Timber is a natural product:
Wood is a natural product and has all manner of colour variations, and whilst we go to great lengths to colour match as much as possible, we cannot guarantee any replication of colour from piece to piece. We also go to great lengths to remove nearly all flaws in the surface of our products. However, wood is a natural product, and removal of every single flaw would render the timber characterless. Accordingly, the customer accepts there may be some flaws, such as small knots, small shakes (slight cracks which are a natural element of the timber), and other minor flaws which TWG consider will not impair the performance of the product. Whilst TWG go to great lengths to ensure the timber has been correctly dried, movement in solid timber cannot be prevented. After delivery, small cracks may appear a few millimetres in width. This is entirely normal and is regarded as part of the natural beauty of the timber. These cracks can be easily filled with a special coloured wax filler. These cracks and movements do not constitute any fault with the timber or product construction; for the sake of clarity, timber is a natural product and will move/change over time and the customer expressly understands and accepts this. Please bare in mind that Timber will absorb moisture, so take care in deciding the location of your product as this will have an affect on its lifespan. When it comes to choosing our Timber, we choose to use the most prized part of the tree – the Heartwood. We are very lucky that the Heartwood contains Medullary Rays. If you would like to read more about Medullary Rays
Traditional Wooden Games or TWG cannot be held liable for any mishandling, lack of oiling, inappropriate storage, improper maintenance or incorrect fixing. We do our very best to ensure all of our products are sanded well and do not have any splinters. Please check your product carefully before using or installing it, as a precaution. TWG can not be held responsible for any injury. Traditional Wooden Games or TWG recommends only Liberon Oils. The customer agrees to take the correct installation and maintenance oiling as detailed by us in our oiling instructions. Failure to follow this will most likely lead to damage, and Traditional Wooden Games or TWG cannot be liable for any damage in these circumstances.
Once your product leaves our workshop it goes through many different climates on its journey to you. During this period some movement, cupping and cracks can occur. Once you have taken delivery, there will be a period of time that your product needs to settle into its new environment. This is normal behaviour for solid timber and even though TWG go to great lengths to store timber correctly and apply oil sufficiently movement in timber cannot be prevented.
Please be aware that oil can sometimes sweat from you product due to the climate changes in transit and may need to be rubbed down upon arrival.
All of our products are subject to availability and TWG reserve the right to withdraw any product at any time and/or remove or edit the content on our website. Despite our very best efforts to ensure our product information is current and correct, we cannot guarantee the absence of errors. If there is an error in the product description, we will notify you ASAP, before we dispatch of your order and give you the option of a refund in full, should you wish to cancel your order, or continue with the order with the new information applied.
Product imagery on our website and in the printed media, is offered to you as good representation of the product. If for reasons beyond our control the colour accurateness or size slightly differs from the product you receive, TWG cannot be held responsible. Bespoke or personalised products may differ slightly from product imagery, this is due to the fact that our products are handmade and timbers differ. Please note that due to the nature of bespoke products, we are unable to offer refunds on these items unless they are found to be faulty. In this rare circumstance, you will be offered a refund in full or receive a replacement.
If you are ordering a pair or a set of products, we always advise you to order them all together to ensure your items are made as similar to each other as possible. We do try our very best to keep multiples as uniform as possible, but because everything is handmade and engraved there will always be slight differences from one product to another, this includes the colour and grain of the timber, font size and final dimensions.
All products are made to order and all sizes are approximate. Orders are made for the customer according to our works schedule. If the customer delays delivery or collection after the products have been made, storage of the goods is entirely at the customers’ risk. TWG will not be held liable for any damage to the product, no matter how it was caused. TWG will do our very best to store the items carefully. However, the customer agrees that timber is a natural product and is subject to movement. Movement during the period of storage is at the customers risk. The customer expressly agrees that TWG is not liable for any movement, as we do not have the correct environmental storage to prevent such movement. TWG reserves the right to revise prices and details at any time without any notice. If we list a product with the incorrect price due to “any” error, we have the right to refuse or cancel any orders placed prior to the order being delivered. We will always inform you, the customer, of any prices that we increase, and give you the option to cancel your order at no expense to you, the customer, and issue a full refund. Goods are subject to availability. If the timber to make your order is out of stock or unavailable, we will let you immediately and inform you of the estimated delivery date. All products made by TWG are approximate, but are made as close to the size specified on the products information. All timbers react differently when cut. The customer accepts that these variations in the timbers density and hardness are a natural part of the product, and it is not the fault of TWG. TWG will take all reasonable steps to avoid damage from this occuring. In certain circumstances, flaws and faults within the timber may be exposed during the manufacturing process. The customer accepts that this is a natural feature of the timber, and not the fault of TWG. TWG will do their best to rectify the situation, but we cannot be held liable for any defects exposed in this way. Your statutory rights of cancellation does not apply to any orders which are made to measure to your specifications.
If your bespoke orders are faulty, TWG reserve the right to take corrective action, which may include returning the faulty product for a repair. We may, at the discretion of TWG replace the product. If we decide the products need to be returned to the workshop for repair, the customer will arrange, obtain proof of posting and be responsible for the return. Any cost of the return will be accepted by the customer, no matter what the reason, unless the product is found to be faulty due to TWG. Please be aware that all of our items go through Quality Control and are tested before they leave our workshop. The type of construction, stave width, length and thickness may vary from the sample or from each and every product. There may be occasions where the product are heavily sanded by TWG in order to present the best aspect of the timber. This means in some circumstances products may be less than the stated thickness.
Quotes, sizes and order confirmation:
Whilst we do our best to interpret figures, diagrams, drawings or conversations which detail the sizes, shapes and details of your quote, we are unable to guarantee that this is a correct interpretation of your exact requirements, and cannot be held liable if these subsequently prove to be incorrect. It is up to you the customer to ensure that the sizes, shapes and dimensions detailed in our quote are correct for what you require. Before begin to make your product, we will produce an order confirmation which states all detail of your bespoke product.
It is also up to you the customer to ensure that sizes, shapes and all the details of your order as detailed in your order confirmation email are correct for what you require. We will not begin to make your order until we have received confirmation that the order details are correct. All measurements are in millimetres, centimetres or inches – this will be specified. Where these have been converted from other forms of measurement, for example imperial measurements or measurements expressed in metres and centimetres, it is up to you the customer to ensure that these are correct, even if provided by us. We do not check or warrant these details for accuracy or validity. Illustrations, descriptions, weights and measurements shall be taken by the buyer as a guide only, and are not binding in detail. TWG reserves the right without notice and without affecting the validity of the contract to make such changes in materials, dimensions and design as are reasonable and desirable. Colour accuracy of the products viewed on our website cannot be guaranteed due to vagaries of the image reproduction process. Any images and samples should be treated as approximations only.
We offer other services to our customers, which are engraving and restoration services.
Engraving service – In some cases a product sent to us for engraving can or maybe unsuitable for this service. Though we are set up to engrave products it may not possible to engrave onto random product because of their size and shape. It is worth baring in mind that to get the best engraving results the area for engraving needs to be as flat as possible. You will be asked to provide images of your product before you send them to us for engraving. This not only protects you and your product but allows us to advise you on cost and time involved to engrave your product.
Note: Restoration and Engraving service – we cannot be held responsible for any damage caused in delivery or storage of your product, and ultimately if anything were to happen during the restoration process we cannot be held responsible for any damages.
Please check over everything you use especially if passing to a child. Please bare in mind wood is a natural product and will be constantly moving. Small cracks can appear which can reveal splinters, sharp edges especially swings and benches which are exposed to outdoor conditions. Even though we go to great lengths to treat our products to ensure as little movement as possible, however, it cannot be prevented and the customer excepts this and excepts that any harm caused by a product is the customers responsibility and not the fault of TWG.
Orders, under normal circumstances and circumstances within our control, should arrive within 3-5 days for standard items and 7 – 10 days for bespoke orders and by a maximum of 28 working days. TWG always makes every effort to deliver goods on time as requested at the time the order was placed. However, we cannot guarantee this, and we will not accept any liability if your order is delivered outside any previously agreed time or date. We will do our best to advise you of any delay or if the item is not available. If there is any damage during delivery, we will endeavour to replace or repair the items as quickly as possible, however we are not liable for any costs you may have incurred. Please note that someone will be required to sign for and carefully check the goods at time of delivery. If you there is no one at you shipping address to sign for the delivery, then the courier company reserve the right to deliver to a neighbour if they are willing to sign for it. If the courier has made 2 attempts to deliver your parcel and there is no one available to take delivery, the parcel will be returned to us and a second delivery charge will need to be made. TWG will not accept any liability for damage to a product at the customer’s property, or any personal injury to the customer or any third party. TWG can not be held liable if we are not able fulfil any last minute changes to your shipping address. Any requests to change a Shipping or Billing address must be put in an email and we will do our best to accommodate. If we are not able to change your address we will notify you by phone/email. If your order has been completed and we have informed you but you are unable to take delivery, TWG will not be held responsible for any movement in the Timber. Whilst we will take every care to protect your item while we store it until you are ready to take delivery, TWG can not be held responsible for any damage that may occur, as we are a working workshop and space can become very limited.
TWG cannot be held liable for any injury to persons moving or taking delivery no matter how its caused. All our UK mainland deliveries are made via courier Interlink Express/DPD or Royal Mail/Parcel Force and TNT, we reserve the right to choose which courier. Delivery hours can vary, general hours are between 7am-8pm. A before 1pm delivery or a Saturday delivery may be arranged at an extra cost. All charges are based on their charges. Delivery to other areas will be sent via an international courier of equal service. Please note that we are mostly able to track the orders with our courier, but can not be held responsible for their service. If you require delivery with full tracking, please contact us on
All goods must be inspected for damage or shortfall on delivery and must be reported to us within 24 hours of delivery. All orders being transported overseas by the customer must be unwrapped and checked upon delivery and any damage or shortfall must be reported to us within 24 hours and not taken out of the UK. If not TWG will not be held liable for any damage. No claims for damage can be made after this. Goods will not be left without a valid signature from the Customer or a responsible person. On occasion, by the courier, goods can be left with a neighbour, the customer excepts this and can not hold TWG responsible for any damages caused unless specified on date of order by the customer.
All delivery notes added to the order will be add to your delivery notes. The couriers will do their best to accommodate, but can not guarantee all requests can be carried out. TWG can not be held responsible for delivery requests. If a request is made to leave the parcel somewhere, this is the responsibility of the customer and TWG are not able to take any action if the parcel gets lost or stolen.
Loss of a parcel:
The loss of a parcel is beyond our control. Once an order leaves our workshop we are then bound by the Terms & Conditions of the courier. If your parcel has been lost in transit, we must comply with all search procedures they have to do. This can take several days and beyond. Once the courier has determined the location of your parcel, it will be sent on to you ASAP. If the parcel can not be located, then we have to comply with the couriers claims procedures. This can take up to 6 weeks for the courier to arrange a refund and then a week for TWG to arrange the refund back to the customer. The timescales are beyond our control and are legally binding. We will do everything we can to help speed up the process and in the meantime will will keep the customer informed as and when any progress is made.
N.B. Once your product leaves our workshop it goes through many different climates on its journey to you. During this period some slight movement and cracks can occur. Once you have taken delivery, there will be a period of time that your product needs to settle into its new environment.
All orders which are being shipped overseas if not on our current listed shipping destinations will need to pay a separate shipping cost as quoted by our courier before placing your order. Please be aware that there may be a customs charge, for which we can not be held responsible for. Some countries may have other charges for which the customer is responsible for finding out this information and paying any extra fees. We recommend finding out this information via the specific country’s customs website before placing an order so you are aware of the likely costs involved. Shipping times to overseas countries will vary. We will provide you with a tracking number so you can see when to expect your parcel. Customs may or may not delay your parcel, for which we can not be held responsible for.
You may cancel your order at any time so long as the item(s) have not been cut to order, personalised or specific timber ordered for your requirements. You will be refunded in full. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our discretion.
If for any reason you are unhappy with your purchase, please let us know. We ask that you contact us within 24 hours of receipt , Only items that are blank and not made to order can be returned. All items should be returned within 7 days of receipt in a re-saleable condition. Bespoke/Personalised/Made to order items may only be returned if they are found to be faulty. We reserve the right to offer the customer a refund or exchange at our discretion. This is a one time only offer and only valid at the time the offer is made. It is not an open ended offer. Where possible, we would ask that you return the item(s) with the original packaging. We are not responsible for return postage. All returns must be sent back via a recorded signed for delivery at the expense of the customer. If you wish to return an item, please contact us first to discuss the return of your item.
If stock is unavailable and your order cannot be fulfilled, we will notify you with the option to claim a full refund or agree to wait until the product becomes available.
Faulty or Damaged Goods:
In the unlikely event that a parcel arrives damaged or faulty, you must contact us within 24 hours of receipt. If this has not been done, we cannot claim for any damages, this is beyond our control and are the Terms & Conditions of the couriers. Parcels must be collected from the same address it has been delivered to, this again is outside of our control and is part of the Terms & Conditions of our couriers.
After you have contacted us, all items should be returned within 7 days of receipt, via recorded signed for delivery.
Where possible, we would ask that you return the item(s) with the original packaging. We are not responsible for return postage. All returns must be sent back via a recorded signed for delivery at the expense of the customer. If you wish to return an item, please contact us first to discuss the return of your item. We will refund your return postage if the fault is down to TWG
TWG will not accept any claims for damages/discrepancies once the customer has performed any work on the product, including cutting, shaping, finishing or oiling. Any work carried out on the product constitutes immediate acceptance of the product.
The information contained in this website is for general information purposes only. The information is provided by Traditional wooden Games and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk. In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website. Through this website you are able to link to other websites which are not under the control of Traditional Wooden Games. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them. Every effort is made to keep the website up and running smoothly. However, Traditional Wooden Games takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
We reserve the right to amend these terms and conditions at any time. This does not affect your statutory right.
Security & Privacy:
Traditional Wooden Games respect your privacy and will treat all your personal information as confidential. We promise not to sell, disclose or distribute information about you as an individual other than for the sole interest of administering your order and ensuring that we provide the very best service to you. All information is stored on a secure server and we respect the terms of the UK Data Protection Act 1998. We do not store credit card details nor do we share customer details with any 3rd parties.
If you have any further queries, please contact us at via the contact page. We will endeavour to respond to all complaints as soon as we can.
All design, text and imagery on traditionalwoodengames.co.uk is the copyright of Traditional Wooden Games and our site may not be altered in any way or republished without express prior consent from Traditional Wooden Games are the copyright holders for all of their images and text. No images may be sold on or assigned to any third party.
Traditional Wooden Games reserves the right to: (a) Alter these Terms and Conditions upon giving you advance notice. (b) Decline service to any individual customer. The above Terms and Conditions shall not affect your statutory rights as a consumer. The contract between us shall in all respects be governed by and construed and interpreted in accordance with the laws of England and the parties hereby submit to the exclusive jurisdiction of the English courts.