terms and conditions and refund policy for art sculptures and other creations

Willow and Crafts

Last updated: January 2026

Index

  1. About the Maker

  2. General Terms

  3. Orders

  4. Craft Kits (Physical or Digital)

  5. Commissions and Bespoke Work

  6. Gift Vouchers

  7. Workshops

  8. Delivery

  9. Items Damaged During Delivery

  10. Returns and Refunds (UK Mainland)

  11. Product Variations

  12. Special Offers

  13. Customer Information and Privacy

  14. Limitation of Liability

  15. Intellectual Property

  16. Governing Law

  17. Workshop Safety and Participation

  18. Use of Teaching Materials and Craft Designs

  19. Photography and Promotional Use

  20. Care of Handmade Items and Natural Materials

About the Maker

Willow and Crafts is a small creative business operated by Jacqueline Rolls, based in Southampton, United Kingdom

Email: info@willowandcrafts.co.uk

All goods sold on this website are supplied by Willow and Crafts. By placing an order, you agree to these Terms and Conditions.

1. General Terms

These Terms and Conditions apply to the purchase of physical items sold through this website.

Separate terms apply to workshops and courses. Please refer to the relevant workshop booking pages for further information.

Willow and Crafts currently operates within the United Kingdom and does not normally export items outside the UK unless agreed in advance.

2. Orders

This website is accessible 24 hours a day, 7 days a week. Orders are processed during normal business hours Monday to Friday.

If items are in stock, they are usually dispatched within 2–3 working days. Delivery normally takes 2–3 working days after dispatch.

Back orders, special orders, or commissioned work may require additional time. If this applies, you will be informed when placing your order.

Items that are made to order may require a lead time of several weeks or longer, depending on the order list and complexity of the work.

If you are purchasing an item for a specific date or special occasion, please contact us before ordering to confirm the expected completion time. Gift vouchers can also be provided if required while a custom item is being created.

Cancellation requests before dispatch should be made as soon as possible. Please refer to the Returns and Refunds section.

3. Craft Kits

Craft kits are prepared and packed carefully before dispatch.

If any components are missing from your kit, please contact us with a photograph of the contents and packaging so the missing items can be sent to you.

To receive a full refund, the physical kit must usually be unused, in its original packaging, and in a resalable condition.

Some craft kits include access to digital instructional content, such as a video tutorial.

Access to this digital content is considered digital good supplied electronically. Once the video has been accessed, streamed, downloaded, or activated, the digital portion of the purchase is considered used and cannot be refunded.

If the physical kit is returned after the digital content has been accessed, the refund may be reduced to reflect the value of the digital content already used.

Access to digital content may be provided through a separate link or code following purchase.

Faulty Items:
If a kit is faulty, not as described, or damaged, you are entitled to a refund, repair, or replacement, regardless of whether the packaging has been opened.

4. Commissions and Bespoke Work

Commissioning a bespoke piece of artwork is a collaborative process and may require time for design and creation.

A non-refundable deposit of 50% of the total price is required before work begins.

Once the item has been completed, you will receive photographs or a short video for approval. The remaining balance must be paid before the item is delivered or collected.

If circumstances beyond our control prevent the work from being completed (for example serious illness or injury), the deposit will be refunded in full and the commission agreement cancelled. Any items you provided for repair or framing will be returned to you.

Under the Consumer Contracts Regulations 2013, bespoke or made-to-measure items created specifically for a customer are exempt from the standard 14-day cancellation right, unless the item is faulty or not as described.

Delivery costs for commissioned work will be added unless otherwise agreed.

Care of Handmade Items and Natural Materials

Many of Willow and Crafts items are handmade using natural or traditional materials. Handmade items are unique, and small variations in color, texture, shape, or finish may occur. These differences are a natural part of the handmade process and are not considered defects

Natural materials may also change subtly over time due to environmental factors such as light, humidity, and temperature . Items kept outdoors will naturally degrade, with colors either lightening from sun exposure or darkening depending on the material used..To help preserve your item, it is recommended that the aftercare guidelines provided with artworks at the time of purchase be followed

Willow and Crafts cannot be held responsible for natural changes that occur over time

5. Gift Vouchers

Gift vouchers are non-refundable and non-transferable.

They must be used within 12 months of the issue date.

If the value of a purchase exceeds the voucher amount, the remaining balance must be paid using another payment method.

Gift vouchers cannot be exchanged for cash.

If an item purchased using a gift voucher is returned and a refund is approved, a replacement voucher will be issued for the remaining value, valid for the time remaining on the original voucher. Any applicable postage costs will not be included in the replacement voucher. PLEASE READ REFUND POLICY FOR DETAILS AND EXCLUSIONS

6. Workshops

Separate policies apply to workshops, including booking terms and refund policies.

Please refer to the following pages for further details:

Workshop Safety and Participation

Participants attending workshops organised by Willow and Crafts are responsible for following all safety instructions provided during the session.

Some workshops may involve the use of tools, craft equipment, or materials. By attending a workshop, participants acknowledge that they are responsible for using these materials safely and appropriately.

Willow and Crafts cannot be held responsible for injuries resulting from the misuse of tools, equipment, or materials during workshops.

Participants should inform the workshop organiser in advance of any medical conditions, allergies, or accessibility requirements that may affect their participation.

. Use of Teaching Materials and Craft Designs

Workshop materials, craft kits, written instructions, and video tutorials are provided for personal use only.

These materials, including any designs or techniques taught, may not be copied, reproduced, distributed, or used for commercial teaching purposes without prior written permission from Willow and Crafts.

This includes:

  • recording workshops

  • sharing tutorial videos

  • reproducing written instructions

  • teaching the same workshop content commercially

Finished items created by participants during workshops may be kept for personal use. However, reproduction of the teaching materials themselves is not permitted.

Photography and Promotional Use

From time to time, photographs may be taken during workshops or events for promotional purposes, including use on the Willow and Crafts website, social media, or marketing materials.

If you would prefer not to appear in photographs, please inform the organiser at the beginning of the workshop.

Willow and Crafts will respect reasonable requests to avoid including identifiable images of participants in promotional materials.

7. Delivery

  • Standard Delivery

Items are sent using tracked or signed-for delivery services such as Royal Mail, Parcelforce, or Evri.

You will receive an email when your item is dispatched, and the courier will provide tracking updates during the delivery process.

It is the customer's responsibility to ensure that accurate delivery details are provided when placing an order.

  • Local Delivery and Collection

Personal delivery of large items may be available within a 25-mile radius of Southampton. A fuel charge of 45p per mile may apply.

Alternatively, items can be collected from our home in Southampton by prior arrangement.

  • Northern Ireland and International Delivery

Delivery to Northern Ireland is available. Any additional shipping costs must be paid before dispatch.

  • Delivery to European Union countries may be possible by prior arrangement.

Customers are responsible for any import duties, taxes, or customs charges required by the destination country.

International deliveries are sent via Parcelforce International or partner courier services.

8. Items Damaged During Delivery

If your parcel appears damaged upon arrival:

  1. Take photographs of the parcel before opening it.

  2. Take additional photographs of the contents and packaging once opened.

Please contact Willow and Crafts as soon as possible with the photographs and details so that a claim can be submitted to the courier.

Do not dispose of the packaging or damaged items until the claim has been completed, as the courier may require inspection.

Courier investigations may take several weeks before a refund or replacement can be issued.

9. Returns and Refunds (UK Mainland)

For online purchases of non-commissioned, or ready-made items, customers have the right to cancel their order within 14 days of receiving the goods.

You then have a further 14 days to return the item.

To qualify for a refund, items must be:

  • unused

  • in the same condition as received

  • returned with appropriate packaging

Customers are responsible for return postage costs, and it is recommended that items are returned using a tracked and insured delivery service.

Refunds will be processed once the returned item has been received and inspected.

Original delivery costs may be deducted where permitted by law.

Refunds will be issued using the original payment method. Payment providers such as Stripe or PayPal may take several weeks to process refunds. Iitem purchased using a gift voucher, a replacement voucher will be issued for the remaining value, valid for the time remaining on the original voucher. Any applicable postage costs will not be included in the replacement voucher.

Return Address and Privacy

To protect the privacy of our small business, the return address will be provided individually once a return has been requested and approved. Customers should contact Willow and Crafts to obtain the address before sending any items back.

Exceptions

The following items are not eligible for the standard return period:

  • commissioned or bespoke artwork

  • made-to-order items created specifically for a customer

Items purchased in person at craft fairs or exhibitions do not automatically qualify for refunds unless they are faulty.

10. Product Variations

As all items are handmade, small variations in colour, texture, or finish may occur. These variations are a normal part of handmade work and are not considered faults.

Colours may also appear slightly different depending on screen settings and lighting conditions.

11. Special Offers

From time to time Willow and Crafts may offer promotions or special terms for specific products.

These offers apply only for the period stated and may be withdrawn at any time.

Prices may also change due to variations in materials, costs, or VAT rates.

12. Customer Information and Privacy

Customers are responsible for ensuring that the personal information provided when placing an order is accurate and complete.

Personal data is handled in accordance with UK GDPR data protection regulations and will only be used for:

  • processing orders

  • responding to enquiries

  • providing information related to your purchase

If you subscribe to the mailing list, your information will be stored securely using EmailOctopus.

You may unsubscribe at any time.

More information is available at:
https://emailoctopus.com/legal/privacy

13. Limitation of Liability

Willow and Crafts cannot be held responsible for failure to fulfil obligations where this is caused by circumstances beyond reasonable control, including but not limited to:

  • natural disasters

  • strikes or labour disputes

  • government restrictions

  • courier delays

  • supplier disruptions

14. Intellectual Property

All website content and artwork created by Willow and Crafts remain the intellectual property of Jacqueline Rolls, unless otherwise agreed in writing.

This includes:

  • artwork and designs

  • photographs and images

  • website layout and text

  • product names and branding

Content may not be copied, reproduced, or used without prior written permission.

15. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes will be subject to the jurisdiction of the courts of England and Wales, although consumers may bring claims in other jurisdictions where required by law.