When you place an order on our website you are accepting our Terms & Conditions of Sale
Ordering with us
When you place an order we’ll need your name, address, e-mail address, credit / debit card number and card expiry date. For your security, we don’t store your credit / debit card details. This information is processed securely by Shopify. Shopify encrypts data sent to and from us and our customers using the HTTPS protocol. Shopify and all online stores powered by Shopify are Level 1 PCI-DSS compliant.
When your request has been processed we’ll notify you of receipt of your order and you’ll be able to check if all the details are correct. When your order is ready and has been posted we'll let you know via email.
It’s useful to have a contact telephone number so that we can quickly reach you if we need to discuss your order. Some couriers also require customer’s telephone numbers.
Payment for all orders is at point of sale and not at point of despatch. Payment is made using our online payment facility and you can pay by credit / debit card or you can use PayPal. We can also process payments over the telephone.
The total cost of your order is the price of the products ordered with delivery included, unless clearly marked otherwise. Delivery charges are NOT added on at the checkout. They are within each product price on each product page.
By entering card details onto our system you confirm that the credit or debit card being used is yours. All credit / debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.
To be eligible to purchase products on this website you must be over 18 years of age, stipulate a delivery address and possess a valid credit or debit card. We reserve the right to reject any offer of purchase by anyone at any time.
Stock and delivery
Some of our Makers always keep a range of their work in stock at all times and are able to deliver within 2-5 working days. Others require longer delivery periods or only make to order, so please do bear this in mind if you are ordering a gift for a specific time.
We all work very hard to meet the delivery times quoted on our site and aim to be as quick as possible, especially if something is needed for a gift. Please bear in mind that delivery times are estimates and postal services aren’t always as reliable as we’d like them to be! At times of public holidays (e.g Christmas, Easter and bank holidays) delivery may take a little longer.
If you need something by a given date and are unable to communicate this via our site please do contact us via email or telephone and we will do our best to help you.
Unfortunately we cannot fulfil any obligations if the product you ordered becomes out of stock, if a Maker is unable to fulfil their order due to circumstances beyond reasonable control, if we are unable to obtain authorisation for your payment, or if we identify a pricing or product description error.
Some of our Makers will take commissions. You will be able to work with our Makers to discuss your needs and design a bespoke piece just for you. A non-refundable deposit, payable at the beginning of the order, may be arranged and you’ll be given clear guidance on full costs and expected delivery times. Some of our Makers require full payment up front for a commissioned item - this can be discussed/arranged between customer and Maker before work commences. Please note that your cancellation rights are affected once a commission is started – see below for more details.
Product Pricing & Descriptions
All prices published are set by our Makers and are in pounds sterling. Each product purchased is sold subject to its Product Description, but please do remember that handmade craft is not mass-produced and therefore slight variables in design and colour are always possible. If we run offers/discounts on an individual Maker's work, these discount codes are not applicable to another Maker's work.
If you change your mind you’re entitled to cancel a purchasing contract, provided you do so no longer than fourteen days after the day on which you receive the products. You’ll be given a full refund, which includes the initial postage charge. Please note that this does NOT apply to bespoke, custom made pieces. Please see our Delivery & Returns policy below for more details. If you wish to cancel this contract prior to order despatch, please contact us as soon as possible. If your order has already been despatched please follow the procedure set out in our Returns Policy.
Returns and Refunds
We hope that you’ll be very happy with your purchases from madebyhandonline.com, but understand that you may change your mind and wish to return an item and seek a refund. If this is the case you need to let us know in writing no longer than 14 days after the date on which you received the products.
Please email us on email@example.com with your contact details and your order details and let us know why you are returning an item so that we can put things right for you. You’ll then be sent a returns address and details of how to proceed.
Please return your item in good condition, ideally with its original packaging within 14 working days from the date you received the products. The refund includes the original delivery charge but please note that we’re unable to offer free returns at this time.
If you’re returning a product because it is faulty we will pay the return delivery costs.
If you return goods to us, please use an insured method of despatch and obtain proof of posting. We can’t accept liability for returned goods being lost or damaged in transit.
The Customer accepts that madebyhandonline.com does not guarantee items for sale on the site. Our Makers are responsible for their own products. When a Customer makes a transaction on our site they accept that they are entering into an agreement with the Maker of the item and that although madebyhandonline.com will do all possible to ensure a high standard of service, we are not responsible or liable for the condition of the products.
Once a commissioned piece is ordered and a deposit or full amount has been paid it usually cannot be cancelled unless specifically by agreement with madebyhandonline.com and the Maker involved. Once a Maker has started a commissioned piece, it is unlikely that a cancellation will be possible. However, if you email us as soon as possible after placing the order, we’ll check with the Maker to see if a cancellation is possible. We are unable to offer refunds for completed commissioned/bespoke pieces.
madebyhandonline.com is a UK based website. We take your personal privacy very seriously and will not sell, distribute or disclose information about you unless approved by you or unless we are required to do so by law.
We use SSL encryption technology, which is a secure system that protects your personal information when you enter potentially sensitive details on the site.
If you place an order with us your payment details are processed securely by Shopify. Shopify encrypts data sent to and from us and our customers using the HTTPS protocol. Shopify and all online stores powered by Shopify are Level 1 PCI-DSS compliant.
For your security and ours, Shopify uses automated fraud screening. A transaction may be stopped if automated checks indicate that stolen or fraudulent payment information is entered at our checkout.
When you place your order you’ll be asked to provide your name, address, email address and telephone number (optional) so that we can fulfil your order. You'll also be asked to provide a name and address for shipping/delivery. The shipping/delivery name and address, and any specific message provided by you, will be given to the maker of the item ordered for the purpose of fulfilling your order. Your email address may also be given to the maker, but only for the purpose of fulfilling your order.
When you place your order you will also be asked if you would like your name and email address to be added to our mailing list. This is not a pre-ticked box. If you opt to join our mailing list we’ll only use your details to tell you about our selected contemporary craft news, any special offers we run, the products on our site, carefully selected craft events, or any changes to our site. You can unsubscribe at any time.
If you enter a competition organised by ourselves, or in close partnership with another company, your details will only be added to our e-newsletter mailing list if we have received active consent from you to do this. We would only share your name and email address details with our carefully selected partners for the purpose of running a competition, and you would be made aware of this at the time of entering any such competition. Winners' names may be published on this website or on our facebook page - again we would request your consent to do this.
If you have any specific questions about how we handle your data please email us on firstname.lastname@example.org.
We hope that the craft information and news we provide for you is both useful and interesting. Please be aware that details are liable to change and information is only provided as a guide and not as a recommendation or an endorsement.
We suggest you make your own research into any courses or events you may wish to attend, or any job or funding opportunities you might want to pursue. We do not accept responsibility for any aspect of the content of the courses, events, jobs, organisations or news items that we list on our site.
We really welcome feedback or suggestions for content from individual Makers or organizations, but retain editorial control. We will correct any inaccuracies as quickly as possible once we are made aware of them.