Refunds Policy
Terms
Your statutory rights as a consumer remain unaffected by our terms and conditions.
Suitability for Use
All items offered for sale on our website are for ADULTS only and as such are not suitable for children under the age of 14 years.
The items are fragile as such please take care when handling.
Product Descriptions
Product descriptions are provided as a guide only and all dimensions are in centimetres and are approximate (2.5cm = 1 inch).
Due to the use of natural wood and the handmade nature of the products they have a rustic and shabby chic charm about them. This means that that each item is unique and the finished look will reflect this method of manufacture.
Unless a specified option is offered on the order the items may vary in colour.
Please note that for the daisy collection, the colour of the flowers and butterfly will vary.
It is the responsibility of the customer to ensure that any information or specification provided is accurate. Please note that whilst we endeavour to fulfil all orders we will not accept orders that ask for accepted defamatory or rude words/phrases.
Please note we can make changes to the Goods which are necessary to comply with any applicable law or safety requirement. If this occurs, we will notify you of these changes.
Prices
Prices are correct at the time of order only and relate to internet purchases only. Prices may be subject to change without prior notice.
All prices are exclusive of postage and packaging which will be added at point of sale.
Unfortunately we are not currently able to accept orders outside of England and Wales, Scotland, Northern Ireland, the Isle of Man and Channels Islands.
Delivery
We aim to despatch orders within 3 days, subject to credit/debit card authorisation. In the event that we are for any reason unable to meet this delivery we will contact you to advise when delivery will be possible or to offer a refund if preferred.
For some of our hand made products delivery times may be longer, in these circumstances we will immediately advise the anticipated delivery date.
Delivery Instructions
We will deliver the Goods, to the Delivery Location not more than 30 days after the day on which the Contract is entered into.
Delivery instructions added to your order cannot be acted upon. Our carriers or their agents will not guarantee to meet specific instructions and we are unable to pass them on. If you are unable to accept deliveries for any reason, we suggest that you place your order with a delivery address where it can be accepted.
We are unable deliver to addresses outside England and Wales, Scotland, Northern Ireland, the Isle of Man and Channels Islands. If, however, we accept an Order for delivery outside that area, you may need to pay import duties or other taxes, as we will not pay them.
The Goods will become your responsibility from the completion of delivery or Customer collection. You must, if reasonably practicable, examine the Goods before accepting them.
If any parcel is returned to us because of failure to deliver (except where the fault is clearly ours or the carriers) there will be a charge equal to the cost of postage which will need to be paid before re-sending it.
Third Party Sites
Our site may contain links to and from the websites of our partner networks, advertisers and other third parties. If you follow a link to any of these websites, please note that they have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
For more details please see our privacy policy
Contacting us
We are always pleased to hear from our customers and welcome feedback, good or bad and ideas for future products.
Please contact us directly through our website where our customer service staff will be able to help.
Returns and Replacements
UK and EU customers may exercise their rights under the UK Distance Selling Regulations to return any order for a full refund including any P&P originally charged if the entire order is returned within 7 days of receipt.
Please note that return postage is still the customer's responsibility.
These Cancellation Rights, however, do not apply to a goods (with no others) in the following circumstances:
- goods that are made to your specifications or are clearly personalised;
- goods which are liable to deteriorate or expire rapidly.
Due to the personalised nature of the items, we are unable accept returns unless there is a fault with the item due to incorrect personalised information as a result of a mistake by Making it special or damage in transit. In the event of a faulty or damaged item, please contact us before returning as different return conditions may apply. Please ensure all packaging is retained as this may need to be examined by the courier.
Refunds do not include P&P. Fulfilment costs will also be deducted from the refund if a special discount or free P&P was applied to the order.
Ordering
We reserve the right to amend orders due to stock availability. We will always contact you if there are any difference between the order you have placed, and what will be delivered.
The Order process is set out on the Website. Each step allows you to review and amend any errors before submitting the Order. It is the customer’s responsibility to check that you have used the ordering process correctly.
We are not responsible for any inaccuracies in the Order placed.
By placing an Order you agree to these terms and conditions and to send confirmation of the purchase by means of an email with all information in it (i.e. the Order Confirmation).
You will receive the Order Confirmation within a reasonable time after paying for the item/s.
We intend that these Terms and Conditions apply only to purchases entered into by you as an individual Consumer. If this is not the case, you must tell us, so that we can provide you with a different contract with terms which are more appropriate for you and which might, in some respects, be better for you, e.g. by giving you rights as a business.
Payment, Pricing and Promotions
We accept PayPal, Debit and Credit cards. All prices shown on the website at the time of order are the prices that will be the prices charged. Prices are charged in the GBP. Any promotions will be subject to the additional criteria quoted with the Promotion.
Governing law, jurisdiction and complaints
These Terms and Conditions (including any contractual non-contractual matters) is governed by the law of England and Wales.
We try to avoid any dispute, so we deal with complaints in the following way: If a dispute occurs customers should contact us to find a solution. We will aim to respond with an appropriate solution within 5 days.
Disputes that cannot be resolved in the first instance between the Customer and Helens Gifts can be submitted to the jurisdiction of the courts of England and Wales or, where the Customer lives in Scotland or Northern Ireland, in the courts of respectively Scotland or Northern Ireland.