Terms & Conditions
When placing an order you agree to all of our terms and conditions set out in this document.
No use, copying of text or design is allowed and everything on this site is the legal property of the owners and proprietors.
Processing of Orders
We aim to process all orders within a timescale of around 14 working days. Some personalised items will take longer due to work involved especially painted items which are hand painted.
Please note that any parcel that has been shipped will not be replaced until at least 18 (Monday to Friday) working days has passed. Note that the day of posting is not included in the 18 days nor are weekends.
Bespoke items may take considerably longer during seasonal times such as Christmas.
Out of Stock / Discontinued Items
We reserve the right to temporarily remove any item for sale our website, and also to completely discontinue any item.
This may be caused by a problem with third parties, and therefore, there may be a delay from when the decision is made, to the item being removed from sale.
If you happen to purchase an item that we temporarily remove, or decide to discontinue, a refund for that sole item or a gift voucher will be offered to the customer.
Credit Card Security
As we use PayPal or Worldpay for our preferred payment method, when placing an order with us you do not use our server, all communications relating to payment information is handled by PayPal and their Secure Encrypted servers to ensure the payment information you provide is handled securely.
Guarantees, Refunds and Returns
We offer a guarantee on all items supplied by us and we aim to make all of our customers happy. However there may be times when items arrive damaged due to delivery. Customers must inform us within 2 days of delivery to receive a replacement order of that item, a refund for the item or a gift voucher. Items will be replaced at no cost to you once we received evidence of damaged goods. Evidence can be provided by emailing a photograph to us of the damaged items. We will refund if you wish. If the fault is ours we will replace or refund immediately.
We will not be liable for the cost of postage for any returned items, however if a new item is shipped out as a replacement, we will cover this charge.
Any missing/damaged/incorrect items from your order must be reported to us within 2 days of receipt of your parcel. Claims after that period will not be honoured.
YOUR RIGHTS UNDER DISTANCE SELLING REGULATIONS
If you buy goods under a distance contract you have the right to cancel your contract within a period of 14 days, beginning with the day after the day on which you receive the goods.
Goods must be returned to us in their original condition unless they have been notified to us as damaged (by proof of a photograph) but we cannot accept the return of personalised items designed specifically for you.
A refund will be given once the goods are received intact and in their original conditions and will include the delivery charges but we will not refund delivery charges on partial returns. When returning goods please check with us first on how this will be arranged as we may pay for a courier to collect or ask you to put back in the post, this depends on the size of your order. We may not require the return of some goods to receive a replacement or refund.
In all instances where you wish to cancel your order within the 14 day period please contact us initially to discuss and we will do our utmost to assist. The refund will be processed within 14 days after receipt of the returned goods. Please email us first through firstname.lastname@example.org or call us to arrange a return. In most cases where we have sent something in error we do not require items to be returned. If however you wish to cancel your order within the cancellation period we will expect all the goods to be returned in their original condition for the full refund to be given.
If you have any queries pklease do not hesitate to contact us via email@example.com