Home › Returns & Faults
The majority of Siiren's products are completely hand made from natural products by our talented artists. The wood we use in our products is genuine tropical wood and not pre-seasoned factory perfect wood thus it is very probable that natural flaws may be visible. For example Knots in the wood may be visible, or old cracks that are just part of the natural wood from when it was still a tree. If you are expecting a flawless piece of untouched wood that looks like it was made by a machine then our statues may not be what your looking for.
The wood we use is kiln dried to 12% moisture content. This is because it comes from a very humid climate into our climate which is somewhat dry. Where possible we house the wood in our own warehouse once it's been imported to let the wood settle and acclimatise. Wood WILL move with the seasons, for example doors are loose in your home come summer time and stiff and hard to close come the cold and wet. We include a care sheet with EVERY wooden product we sell to advise you on how to best look after your wooden item. If a care sheet in not included, please let us know within 7 days of your purchase arriving. If this is not reported as missing within 7 days, we will assume you have a care sheet in your possession and we cannot be held responsible for any inaction because of this point.
We allow 28 days in your home for the wood to settle and should any faults or cracks occur within this time we will take responsibility for the wood being flawed and replace your product. After a period of 28 days the wood is deemed to be acclimatised enough and should no longer crack or have any faults form as long as you follow our care sheet carefully. If the care sheet is not followed as we suggest then there is every chance that the wood will dry and crack. From this point we will take no responsibility for the item being flawed as we will see this as diminished responsibility by the owner.
In the simplest terms, think of your wooden product like a plant. Your plant with look lovely when you first buy it from the shop, after a couple of weeks it might need a bit of moisture to keep it looking well. If after a month or so you have not cared for the plant then it will more than likely look drab and start to die. This is much the same as a genuine hand carved wooden product. They need care and moisture to keep them looking wonderful for years to come.
If you would like any information, please view our online wood care sheet or speak with one of our friendly team.