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Store Policy

Customer Care

I am committed to providing a high level of customer care and want you to feel confident when purchasing from my shop.
 

  • All enquiries will be responded to as promptly as possible, typically within 1–3 working days.

  • I aim to provide clear, honest communication regarding products, order progress, and any potential delays.

  • As each item is handmade and bespoke, I may contact you to confirm details or clarify personalisation before beginning your order.

  • If there are any issues with your order, I will work with you to find a fair and reasonable solution.

  • Customer satisfaction is important, and I strive to ensure you are happy with both the product and the service you receive.
     

Please note:

  • Communication is conducted via [your email / platform messaging system], so please check your messages regularly after placing an order.

  • Abusive or unreasonable behaviour will not be tolerated, and I reserve the right to refuse service where necessary.


For any questions or concerns, please get in touch using the contact details provided above.

Privacy & Safety

Your privacy and security are taken seriously. This section explains how your personal information is collected, used, and protected when you place an order.
 

Personal Information

  • When you place an order, I may collect personal details such as your name, email address, shipping address, and any information required for personalisation.

  • This information is used solely to process and fulfil your order, provide customer support, and communicate with you and your purchase.


Data Protection

  • Your personal data is handled in accordance with applicable UK data protection laws.

  • I take reasonable steps to protect your information from unauthorised access, disclosure, or misuse.

  • Your data will only be retained for as long as necessary to fulfil your order and meet legal or accounting obligations.


Payment Security

  • Payments are processed securely through trusted third-party providers.

  • I do not store or have access to your full payment details.


Safety & Product Use

  • Products are intended for their specified use only.

  • Any care instructions provided should be followed to ensure safe use and longevity of the item.

  • I am not liable for misuse of products or failure to follow provided guidance.


Contact
If you have any questions about your privacy or how your data is used, please get in touch using the contact details provided in this policy.


By placing an order, you agree to the terms outlined in this Privacy & Safety section.

Posting & Returns

As a sole trader, each item is handmade and bespoke, meaning it is created specifically to your requirements. Please read this policy carefully before placing your order, as it explains how postage and returns are handled.

 

Processing Times

  • All items are made to order.

  • Processing times vary depending on the complexity of the item and current order volume.

  • Estimated production times will be stated on the product page or confirmed at the time of order.

  • You will be notified once your order has been dispatched.

 

Postage

  • Orders are sent via trusted postal or courier services within the UK.

  • Postage costs are calculated at checkout based on your location and order size.

  • Estimated delivery times are provided as guidance only and are not guaranteed.

  • I am not responsible for delays caused by postal services, customs, or unforeseen circumstances.

 

UK Postage Only:

  • Standard delivery: [Insert timeframe, e.g. 5-10 working days]

  • Express delivery (if available): [3-5 working days]


Order Accuracy

  • Please ensure all personalisation details and posting information are correct at checkout.

  • I cannot be held responsible for delays or losses resulting from incorrect information provided by the customer.

 

Returns & Refunds
Due to the bespoke and personalised nature of the items:

  • Custom-made or personalised items cannot be returned or refunded unless they are faulty or damaged.

  • This is in line with UK consumer regulations regarding made-to-order goods.

 

Faulty or Damaged Items

  • If your item arrives damaged or defective, please contact me within 14 days of delivery.

  • Provide clear photos and a description of the issue.

  • If the item is confirmed to be faulty, I will offer a repair, replacement, or refund as appropriate.

 

Cancellations

  • Orders may be cancelled within [e.g. 24 hours] of purchase, provided work has not yet begun.

  • Once production has started, cancellations may not be possible due to the custom nature of the product.

 

Lost or Delayed Items

  • If your order has not arrived within a reasonable timeframe, please contact me so I can assist in tracking it.

  • Refunds or replacements for lost items will be considered on a case-by-case basis.

Payment Methods

Payment Methods

- Credit / Debit Cards 
- PAYPAL

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