How custom sizing and design confirmation works at Lunaire Works.
Every made-to-measure MDF panel order we cut at our Cambridgeshire workshop goes through a straightforward written approval process before it enters production. This page explains exactly what that involves, what we are responsible for, and what responsibilities rest with you as the customer ordering bespoke or custom-dimensioned panelling.
Last updated & effective: 25 June 2026
What this process covers
This page applies specifically to orders that involve a non-standard size, a custom panel count, a bespoke layout brief, or any configuration that differs from the dimensions shown in our standard product listings at lunaireworks.com/collections/all.
It also applies to any order placed through our Build Your Own product, where panel length, quantity, and rail configuration are specified by the customer rather than pre-set by us.
If your order is entirely within the dimensions listed on a product page and requires no modification, this approval process does not apply — your order proceeds to dispatch as normal once payment is confirmed.
Not sure whether your order counts as custom? Contact us before placing your order at info@lunaireworks.com or call +44 33 0043 9923 and we will confirm within one business day.
Under the Consumer Contracts Regulations 2013 (Regulation 28(1)(b)), made-to-measure and custom-cut goods are exempt from the 14-day right to cancel that applies to standard off-the-shelf products. Please read this page fully before ordering custom-cut panels.
How design approval works
Every custom order follows five clear stages. Nothing enters production until we have your written approval on record.
Submit your custom requirements
Get in touch with us by email at info@lunaireworks.com or call us on +44 33 0043 9923 during business hours (Monday to Friday, 9:00 AM to 5:00 PM GMT). Tell us what you need: the panel style (for example, Shaker, Tongue & Groove, Dado rail, Cheshire Moulding), your required dimensions in millimetres or centimetres, the quantity of each panel type, and the room or wall the panels are intended for.
If you have a rough sketch, a photo of the wall, or a layout drawing — even a hand-drawn one — please attach it to your email. The more detail you provide at this stage, the fewer questions we will need to come back to you with.
Receive your Design Confirmation document
Within 1 business day of receiving your full enquiry (the day received does not count if it arrives after 2:00 PM GMT), we will send you a written Design Confirmation by email. This document sets out, in plain terms:
- The exact cut dimensions for every panel in your order (width × height in millimetres)
- The panel style, MDF thickness (6mm or 9mm as applicable), and surface finish
- The quantity of each panel type included in the order
- The total price including applicable VAT and any delivery charges
- The estimated production and dispatch timeline from the date of your confirmed approval
- A clear instruction explaining how to confirm or amend the specification
Review the specification and confirm your approval in writing
Before you reply, read the Design Confirmation document carefully. Check every dimension against your wall measurements, confirm the panel count matches your layout plan, and verify the product style is correct. If any detail is wrong or needs adjusting, this is the stage to say so — at no charge.
Reply to the Design Confirmation email with one of the following:
- Approval: A clear written statement that the specification is correct and you are happy for production to begin. The words "confirmed" or "approved" in your reply email constitute your binding approval.
- Amendment request: A description of what you need changed. We will issue a revised Design Confirmation and restart this review step. One free amendment round is included; see the revisions section below for detail.
Response window: You have 3 business days from the date we send the Design Confirmation to respond. If we have not heard from you within that window, your enquiry will be placed on hold and no materials will be reserved or cut. We will attempt to contact you once by email before closing the enquiry. A fresh enquiry can be submitted at any time.
Order enters the production queue
Once your written approval has been received and your payment has been confirmed, your order is placed into the production queue at our Cambridgeshire workshop. We cut each panel to the exact dimensions stated in your approved Design Confirmation, using precision CNC equipment calibrated to a manufacturing tolerance of ±1mm.
All panels are cut from FSC-certified MDF, sanded smooth on all faces, and checked for square corners and consistent depth before being packaged for dispatch. No paint or primer is applied — panels are supplied bare and ready for you to paint in your chosen colour.
No changes are possible after approval. Once production has started, the panels have been cut to your specification. Amendments are not possible without placing a new order at full cost. Please read your Design Confirmation with care before approving it.
Production complete — panels dispatched to you
Once cutting and quality checking are complete, your panels are packaged securely with protective wrapping and edge guards. We dispatch all orders on a fully tracked courier service — you will receive a tracking number by email on the day of dispatch. Delivery is to UK mainland addresses only.
If your order is large or contains particularly long panels, we may contact you to arrange a pallet delivery or confirm access arrangements before dispatch. We will not dispatch without confirming delivery logistics for oversized orders.
Timeline from enquiry to delivery
All timelines below are measured in UK business days (Monday to Friday, excluding UK public holidays). They run from the point each stage is completed, not from the original enquiry date.
| Stage | Typical Timeframe | What triggers the next stage |
|---|---|---|
| Enquiry received by us | Same business day (if received before 2:00 PM GMT) | We prepare your Design Confirmation document |
| Design Confirmation issued to you | Within 1 business day of receiving a complete enquiry | You review and respond with approval or amendment request |
| Customer approval received | Within 3 business days — your responsibility to respond | Payment confirmation triggers entry into the production queue |
| Production (cutting & QC) | 3–5 business days from approval + payment confirmation | Panels are packaged and handed to the courier |
| Dispatch | Next business day after production is complete | Tracking number sent to your email address |
| Delivery (UK mainland) | 1–3 business days from dispatch | Order complete — contact us within 48 hours if panels arrive damaged |
Total typical lead time (enquiry to delivery): 7–12 business days for most custom orders, assuming a clean first-round approval and no amendment rounds. Orders placed close to UK public holidays may take an additional 1–2 business days. We will note any known delays in your Design Confirmation document.
Revisions included with every custom order
We want to get your specification right before anything is cut. Here is exactly what is and is not included.
If, after reviewing your Design Confirmation, you identify an error or want to change a dimension, panel count, or product style, you can request one full round of changes at no extra charge. We will issue a revised Design Confirmation reflecting your corrections within 1 business day, and the review-and-approval process restarts from that point.
A second round of amendments to the same order (before production begins) may be subject to an administration fee of up to £15 + VAT, which we will notify you of in writing before applying it. This covers additional design and processing time. We will always seek your agreement before applying any charge.
Once you have replied to your Design Confirmation with written approval, and once payment has been taken, production begins. At that point the specification is final. We cannot accept amendment requests for panels that have already been cut. Any replacement panels would require a new separate order.
The free amendment round applies to design specification changes only — not to corrections required because the wrong dimensions were submitted on the original enquiry. Customers are responsible for the accuracy of measurements they provide. Please read the Customer Responsibility section below before finalising your dimensions.
Your responsibilities for design accuracy
When you place a custom order, the following responsibilities rest entirely with you as the customer. This is not a transfer of our obligations — it reflects the practical reality that only you can measure your wall.
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Wall and space measurements
You are responsible for measuring your wall, alcove, stairwell, or installation space accurately before submitting a custom enquiry. All measurements you provide must be in millimetres or centimetres. We cut panels to the dimensions you state. If those dimensions are incorrect, we are not liable for the resulting misfit, as the panels were manufactured precisely to your instruction. We strongly recommend measuring each surface twice and noting whether there are any skirting boards, electrical sockets, radiators, or other obstructions that may affect the panel layout.
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Accuracy of submitted designs or sketches
If you provide a layout sketch, a photo with annotations, or a written layout plan, you confirm that the content of that document represents your intended design. We will follow your submitted design exactly as interpreted from the information you provide. If a dimension is illegible, ambiguous, or contradictory, we will contact you to clarify before proceeding. We will not make assumptions about your intended layout — if we cannot determine what you mean, we will ask, and the timeline clock for the Design Confirmation stage restarts from when we receive your clarification.
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Reviewing and approving the Design Confirmation
You are responsible for reading the Design Confirmation we issue with full attention before you approve it. Your written approval of the Design Confirmation constitutes your agreement that the specification shown — every dimension, panel count, thickness, and product type — matches what you ordered. We cannot accept a claim that the panels are wrong if they were cut to a specification you approved in writing. If you are uncertain about any detail at the approval stage, you must query it before replying.
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Suitability for your specific installation
We supply panels as unfinished, unpainted MDF components. It is your responsibility to confirm that MDF is appropriate for your installation environment. MDF is not suitable for areas of persistent moisture or condensation, including bathrooms without adequate ventilation or external walls without a vapour barrier. We make no representation about the suitability of our panels for specific environmental conditions unless this has been explicitly discussed and confirmed in writing as part of your custom order.
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Ordering sufficient quantity
It is your responsibility to order enough panels to complete your project, including any additional quantity you require for cutting waste, practice cuts, or contingency. We advise ordering 5–10% additional coverage for any installation that requires field-cut panels on site. We cannot guarantee that additional panels cut to the same specification in a later order will be from the same production batch, which may result in minor variation in surface texture. The most reliable approach is to include all panels for a given project in a single custom order.
Manufacturing tolerances
All panels are cut using precision CNC routing equipment at our Cambridgeshire workshop. Our standard manufacturing tolerance for all cut dimensions is ±1mm. This means a panel ordered at 600mm wide may be anywhere between 599mm and 601mm wide when measured at the widest point. This is within normal tolerance for FSC-certified MDF panel manufacturing and is consistent with industry standards for decorative wall panelling.
The ±1mm tolerance applies to all cut edges (length, width, mitre angles). It does not apply to the MDF board thickness, which is governed by our material supplier's own specification sheets (nominally 6mm or 9mm thickness with a separate material tolerance).
What this means in practice: Panels will not be out of square or visibly uneven. For most domestic installations with standard decorating adhesive and finishing, a ±1mm tolerance is imperceptible to the eye and does not affect the final finish. If your installation is unusually tight (for example, panels fitting inside a precisely sized recess with no room for adjustment), please tell us in your enquiry and we will discuss the options with you.
What constitutes a manufacturing defect
- A panel cut more than ±1mm outside the approved dimension
- A panel with surface delamination, voids, or deep score marks from the cutting process
- A panel supplied in the wrong style (for example, Tongue & Groove panels supplied when Shaker panels were approved)
- Delivery of a different quantity of panels than confirmed in the approved Design Confirmation
- Significant physical damage sustained during transit (panels badly split, broken, or deformed upon delivery)
Any of the above must be reported to us at info@lunaireworks.com within 48 hours of delivery, with photographs. We will arrange replacement at no charge under our obligations under the Consumer Rights Act 2015.
Liability for customer-provided designs
This section explains where our liability begins and ends when we manufacture to a design, layout, or specification you have supplied.
What we are liable for
We are fully liable for manufacturing errors on our part — panels cut to a size or style that differs from the approved Design Confirmation, defective materials, or damage caused during the cutting or packaging process. Where a defect is our fault, we will replace the affected panels at no cost to you and arrange collection of the defective items. Your statutory rights under the Consumer Rights Act 2015 are not affected by anything on this page.
What we are not liable for
We are not liable for panels that do not fit, do not suit the space, or do not achieve the visual result you intended if the panels were cut exactly to the dimensions and specification you approved in writing. We are not liable for consequential costs arising from measurement errors — including redecorating costs, additional labour, or costs incurred because a project timeline was delayed. We are also not liable for designs that infringe a third party's intellectual property rights where those designs were supplied to us by you.
Intellectual property in submitted designs
When you supply a design, sketch, or layout document for us to use in manufacturing your custom order, you confirm that you are the owner of any design rights in that document, or that you have the authority to instruct us to manufacture to it. You indemnify Lunaire Works (STERZEAL HATS LIMITED) against any third-party claim arising from our manufacture of panels to a design that you submitted and that you represented as being yours to use. We do not independently verify intellectual property ownership of submitted designs.
Our design documents remain ours
Any drawings, templates, measurements, or layout formats we produce as part of preparing your Design Confirmation document remain the intellectual property of Lunaire Works (STERZEAL HATS LIMITED). You may use them for the purposes of your own installation but may not reproduce, share, or sell them without our prior written permission. The panels themselves, once paid for and delivered, are yours without restriction.
Cancellations and changes
Custom orders may be cancelled without charge at any point before you have provided your written approval of the Design Confirmation document. Simply email us at info@lunaireworks.com stating that you wish to cancel and we will confirm cancellation in writing.
Once you have provided written approval and payment has been confirmed, your custom-cut order is exempt from the 14-day right to cancel that would otherwise apply under the Consumer Contracts Regulations 2013 (Regulation 28(1)(b)). This exemption applies because the panels are cut specifically to your stated dimensions and cannot be resold as standard stock.
If you wish to cancel after approval but before production has actually started, contact us immediately at info@lunaireworks.com or call +44 33 0043 9923. We cannot guarantee that production will not have already begun, but if your cancellation reaches us before cutting starts, we will endeavour to stop the order and discuss a resolution with you.
Consumer Rights Act 2015: Nothing in this cancellation policy removes or limits your statutory rights as a consumer. If a product is faulty, not as described, or not fit for purpose — based on the specification you approved — you retain full statutory remedies including repair, replacement, or (where appropriate) refund. These rights exist alongside and independently of this policy.
Cancellation summary by stage
- Before you send your approval — full cancellation, no charge
- After approval, before cutting begins — contact us immediately; outcome depends on production status
- After cutting has begun — cancellation not possible for the cut-to-measure portion; standard consumer rights still apply for defects
Your rights under UK consumer law
Nothing in this page removes, limits, or replaces your statutory rights as a UK consumer. The following protections apply to all orders from Lunaire Works.
Consumer Rights Act 2015
All goods we sell — including custom-cut panels — must be of satisfactory quality, as described, and fit for purpose. If a product we supply fails these standards because of a defect on our part, you have the right to a repair, replacement, or full refund depending on when the fault is discovered and the circumstances involved.
Consumer Contracts Regulations 2013
For standard (non-custom) orders placed online, you have a 14-day right to cancel from the date of delivery and a further 14 days to return the goods. For custom-cut orders, Regulation 28(1)(b) removes the right to cancel once production has begun, because goods made to your specification cannot be resold. We explain this in full in the Cancellations section above.
Consumer Protection from Unfair Trading Regulations 2008
We do not engage in misleading, aggressive, or unfair commercial practices. All information on our website, in our Design Confirmation documents, and in our correspondence is provided honestly and accurately to the best of our knowledge. If you believe any information we have provided is misleading, please contact us directly at info@lunaireworks.com.
Alternative dispute resolution: If you are not satisfied with how we handle a complaint, you may refer your dispute to an approved Alternative Dispute Resolution (ADR) scheme. You can also use the EU Online Dispute Resolution platform (available to UK consumers for cross-border purchases), or contact Citizens Advice for further guidance on your rights. Our registered address for formal correspondence is STERZEAL HATS LIMITED, 126 Newark Avenue, Peterborough, PE1 4NP England, United Kingdom.
How to start a custom order
We make it straightforward. Reach us through any of the channels below and we will respond within one business day.
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Email info@lunaireworks.com
Best for detailed enquiries with sketches or layout documents attached. Responses within 1 business day.
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Live Chat Available on the website
Available during business hours. Best for quick questions before submitting a full enquiry.
What to include in your enquiry
- Your full name and delivery address (UK mainland only)
- Panel style required (Shaker, Tongue & Groove, Dado, Cheshire Moulding, or Build Your Own)
- All dimensions in millimetres or centimetres (width × height for each panel type)
- Quantity of each panel or rail section
- MDF thickness preference (6mm or 9mm) if known
- Any layout sketch, annotated photo, or reference image (attach to email)
Send us your measurements and we will take it from there.
Every custom order starts with a no-obligation enquiry. We will send your Design Confirmation document within one business day, with no commitment required until you approve it.
Lunaire Works is a trading name of STERZEAL HATS LIMITED — Company No. 13249070 — VAT No. GB433989551 — EORI No. GB084160128000
126 Newark Avenue, Peterborough, PE1 4NP England, United Kingdom
Last updated & effective: 25 June 2026
