terms and conditions for art sculptures and other creations
Willow and Crafts
Last updated: May 2026
Index
About the Maker
General Terms
Orders
Craft Kits (Physical or Digital)
Commissions and Bespoke Work
Gift Vouchers
Workshops
Delivery Policy
Items Damaged During Delivery
Returns and Refunds Policy (UK Mainland)
Product Variations
Special Offers
Customer Information and Privacy
Limitation of Liability
Intellectual Property
Governing Law
Workshop Safety and Participation
Use of Teaching Materials and Craft Designs
Photography and Promotional Use
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. which will correspond with the date of purchase
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 Policy
Standard Delivery
Items are dispatched using tracked or signed-for delivery services, such as Royal Mail, Parcelforce, You will receive an email confirmation once your item has been dispatched, and the courier will provide real-time tracking updates during the delivery process.
Courier Delays & Liability
Please note that all delivery timeframes are estimates only and are not guaranteed. While we ensure your package leaves our facility promptly, Willow and Crafts cannot be held responsible or liable for delays caused by the courier service, severe weather, peak seasonal backlogs, or any other unexpected disruptions once the parcel is in transit.
Customer Delivery Details
It is the customer’s responsibility to provide accurate and complete delivery details when placing an order.
Alternative Recipients: If you are shipping to a different name and address, you must provide that person’s email address and phone number so they can receive courier tracking updates.
Driver Instructions: Please include any specific delivery instructions for the driver (e.g., safe place instructions) at checkout.
Collection Points (Highly Recommended)
If your local delivery is unpredictable or you might not be home to sign for the parcel, we highly recommend choosing to have your item sent to a local collection point. Please confirm the full details of your preferred collection point when placing your order. This is a particularly secure and convenient option for smaller items and craft kits.
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 please contact me to discuss
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:
Take photographs of the parcel before opening it.
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.
8. Cancellations, Returns & Refunds(UK Mainland)
The 14-Day Cancellation Period
For online purchases of physical goods, you have the right to cancel your order within 14 days of receiving your items. Please note that this right strictly excludes custom-made, commissioned, or made-to-order items, which cannot be cancelled or refunded once production has begun. To initiate a cancellation, please contact us within this 14-day window.
Once your cancellation request is acknowledged, you have a further 14 days to return the item to us.
Return Eligibility & Condition
To qualify for a full refund, all returned items must meet the following criteria:
Unused and in the exact same condition in which they were received.
Packaged securely using appropriate materials to prevent damage during transit.
Return Shipping & Costs
Customer responsibility: Customers are responsible for all return postage costs.
Tracking & insurance: We highly recommend using a tracked and insured delivery service. We cannot issue a change-of-mind refund if the item is lost or damaged in transit back to us.
Return Address: To protect the privacy of our small business, our return address is not published online. We will provide the return address individually once your return request has been approved. Please contact Willow and Crafts to obtain this address before posting any items.
Refund Processing
Inspection: Refunds will only be processed once the returned item has been received, inspected, and verified to be in its original condition.
Delivery costs: Our standard delivery charges will be refunded. If you opted for an enhanced, premium delivery service at checkout, only the value of our standard delivery rate will be refunded.
Payment processing: Refunds will be issued back to your original payment method. Please note that payment processors (such as Stripe or PayPal) can take several days to a few weeks to clear funds back into your account.
Gift vouchers: If the item was purchased using a gift voucher, a replacement voucher will be issued for the item's value, retaining the original voucher's expiry date. Applicable original postage costs will not be included in the voucher value.
Exceptions & Non-Refundable Items
The following items are strictly ineligible for the standard cancellation and return policy:
Commissioned or bespoke artwork.
Made-to-order items created specifically to your specifications.
In-person purchases made at craft fairs, markets, or exhibitions (these do not automatically qualify for a refund unless the item is faulty under the Consumer Rights Act).
This policy does not affect your statutory rights regarding faulty or misdescribed goods.
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
Deliverys
For further details about how your data. and hoe it is Is processed please refer to the Privacy Policy
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.