Custom Order Policy Update – Accurate Measurements & Delivery Rules

As of July 2025, bogoworkshop is introducing a custom order policy update to resolve frequent problems with inaccurate measurements and recurring delivery issues. These changes are essential to support a sustainable handmade workflow and reduce avoidable costs caused by customer error.

📏 Measurement Guidelines – Part of Our Custom Order Policy Update

We specialize in small, precision-made parts — such as violin bridges, thumb rests, and saddles — where even a 1mm error can lead to a poor fit. Unfortunately, we’ve received too many orders based on imprecise measurements, some off by 3 to 5mm.

Previously, we remade these items at our own cost. But with growing losses and increased demand, this is no longer sustainable. Effective immediately:

Orders based on inaccurate or approximate measurements will be considered Completed Orders. We will not offer refunds or free redos due to measurement mistakes by the customer.

To prevent problems, always double-check your measurements. If unsure, refer to our FAQ page or contact us before ordering.

📦 Shipping Disputes and Delivery Confirmation

In the past few months, we’ve seen more shipping-related problems, mostly involving customers in the UK and Ireland:

• Tracking shows the package was delivered — but the customer claims it was not received
• Packages returned due to non-collection or refusal by the customer

In many of these cases, we resent the item or covered high return costs — only to have the same issue occur again.

Moving forward, any package marked as “Delivered” or “Returned” in the official tracking will be treated as a Completed Order.

All our shipments include tracking. If delivery issues arise, we urge you to monitor the provided tracking ID or contact your local post service such as Royal Mail.

📊 Example: How a Simple Order Becomes a Loss

• Original order: Custom thumb rest – €20 + €8 shipping = €28
• Cost to us (production + shipping): €15

If the customer doesn’t receive the package and we resend it:

• Another €15 spent
• Total loss: €2

If the package is returned due to non-collection, we often pay a €25 return fee, bringing the total loss to over €40 on a single €28 order. These are real numbers — and they happen too often.

🎯 Summary of the Custom Order Policy Update

• Inaccurate customer measurements → order considered fulfilled
• Returned or delivered packages → order closed with no refund
• Custom-made items are non-refundable after production starts
• All costs caused by customer error require a new order

🛠️ Why This Policy Is Needed

This custom order policy update is about protecting our team, our process, and our ability to keep prices fair for everyone. All our parts are still handmade — we simply ask for accurate info and fair communication in return.

We remain available for help before any order is placed. Measure carefully. Track your shipments. And don’t hesitate to reach out before production begins.

We appreciate your trust and your understanding as we continue to build reliable accessories for violin, cello, and bass — one part at a time.