Policies
Plain-language policies for Francis Wood Designs. Questions? Send a message through the Contact page.
Returns and refunds
We want you to love your piece. If you don't, you can return in-stock items within 14 days of delivery or pickup.
Items must be unused, unwashed, and in the condition you received them. Boards and kitchen pieces that have been used with food can't be returned.
You pay return shipping. We recommend a tracked service, because we can't refund items lost on the way back.
To start a return, send your order number through the Contact page at franciswooddesigns.com/contact.
Once the item arrives and is checked, we refund the item price to your original payment method within 5 business days. Original shipping charges are not refunded.
Custom and personalized pieces can't be returned (see Custom orders).
Damaged or wrong item
If your order arrives damaged or isn't what you ordered, contact us through the Contact page within 7 days of delivery and we'll ask for a photo of the item and packaging. We'll repair it, replace it, or refund it in full, including shipping. You won't pay return shipping in this case.
Custom orders
After we agree on the design, price and timeline, we ask for a non-refundable deposit to start work.
Once you approve the design, the order is final. Custom and personalized pieces can't be returned or exchanged.
The balance is due when the piece is ready, before pickup or shipping.
Natural wood varies in grain, color and character. Your piece will match the agreed design, but not every detail of a photo or sample.
Damage in shipping is covered by the "Damaged or wrong item" terms above.
Shipping and pickup
Shipping
We ship within the United States.
In-stock items ship within 3 business days of your order. You'll get a tracking number by email.
Shipping is a flat $10 per order.
Items are shipped with USPS or UPS, carefully packed to protect the wood.
Local pickup
Free pickup in Metamora, Illinois, by appointment.
After you order, we'll email you to set a time. Please pick up within 14 days, or let us know if you need longer.
Markets
Bought something at a market? It's covered by the same return and damage terms.
Privacy
Francis Wood Designs (franciswooddesigns.com) collects only what we need to run the shop.
What we collect
Orders: your name, email, shipping and billing address, phone number if you give one, and what you bought.
Forms: what you send us through the contact or custom order forms.
Newsletter: your email address, only if you sign up. Every email has an unsubscribe link.
Site use: our website platform, Squarespace, records basic visit information such as pages viewed and device type, using cookies.
Payments
Card payments are processed by Squarespace Payments (powered by Stripe), and PayPal and Venmo payments by PayPal. We never see or store your full card number. In person, payments are taken through the Squarespace app or a Square card reader.
How we use it
To fill and ship your order, answer your questions, build custom pieces, send the newsletter if you asked for it, and keep business and tax records.
What we don't do
We don't sell or rent your information. We share it only with the services that run the shop (Squarespace, payment processors, shipping carriers) and when the law requires it.
Your choices
Send a message through the Contact page at franciswooddesigns.com/contact to see, correct or delete your information, except records we must keep for taxes and accounting.
Changes
If this policy changes, the updated version will be posted here with a new date.
Last updated: November 6, 2026