T & C's for art sculptures and other creations
All of the items created by Willow and Crafts , all of the sculptures are one of a kind and smaller items that are created in small amounts, each item is individual all they may be similar.
1. GENERAL TERMS AND CONDITIONS
Please note Willow and Crafts currently operates within the United Kingdom and does not export items outside of the UK unless otherwise agreed the details on this page relate to physical items for details relating to workshops and courses see Booking a workshop T&C's
2. ORDERS
Purchasing an item from the shop
This website is accessible 24 hours a day, 7 days a week. Orders are usually despatched within 48 hours of receipt Monday - Friday if the item is in stock, delivery will take 2 - 3 days , Out of stock items, special orders and back order will take longer and we will advise you accordingly
Commissions
Creating a bespoke piece of work is always an exciting experience and it may take some time to design the piece; once the proposal has been agreed.
A non-refundable deposit of 50% of the cost will need to be paid before the work is started. You will be sent photographs and a mini film once the item is completed once I have received approval. The remainder of the fee will need to be paid before the item is delivered/given to you. Please note should a situation occurs that means that the work can not be completed that is out of our control e.g., long-term illness or injury the full deposit will be reimbursed and the agreement will be cancelled. If you have provided me with a frame or item to repair it will be returned to you.
Please note that the creation of bespoke made to measure one under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not come under the standard consumer rights to be returned after they have been made unless otherwise agreed.
Unless otherwise stated, the delivery cost will be added to the cost of the item.
The expected delivery time for an order is set out in the order confirmation. In case of a delay in delivery, we will inform you and continue to monitor the order. You may cancel the order if a delivery is delayed for more than 30 days and the delay is not due to you.
Craft kits ( physical or virtual)
Both physical and virtual are non refundable. Virtual orders will be send with a private link and a read receipt will be requested.
3.DELIVERY
Information relating to standard delivery
Postal delivery, items will be sent using Royal Mail by recorded delivery or courier for larger item, you may be required to pick up the order at a specific delivery point. You or your representative are required to do so within the time specified in the notification of delivery. If you do not pick up the delivery in time you may be charged a fee and the order may be sent back to us at your expense. If we need to resend you will be charged for the delivery.
Collection -personal delivery of large items may be possible if you live within 25 miles radius of Southampton. Fuel mileage may be charged (45p per mile).
Virtual items
Several of the craft kits are sold as information only and are send via email.. A delivery receipt will be requested.
4. GIFT VOUCHERS
Gift vouchers are non refundable and non transferable and must be used within 12 months of the date on the voucher, If the item's price exceeds the voucher's value, you can use the voucher for a portion of the purchase and pay the difference using another payment method. Gift vouchers are not redeemable for cash, meaning you cannot get a cash refund for unused balance. if you wish to use them towards a workshop please read the booking a workshop page for details relating to cancelation.
5.REFUNDS–
Artworks purchased from the shop
Please note that this only applies to items that are already made and does not include commissioned / bespoke artworks , sale items or craft kits ( physical or virtual)
a. Refunds on items cancelled before posting
When an order is withdrawn by you, we will refund the price that you have paid for the products minus administrations costs that may have been incurred, such as charges made by a payment gateway. ( usually 2-3% ), If the courier has been arranged the fee where applied this will also be deducted from any refund.
b. Refunds for artworks excluding craft kits ( physical or virtual)
You may request to return your order by notifying us asap and within 14 days from the date that the item was posted. We.will contact you to discuss and provide you with the name address etc to post to .
The item must be returned in the same condition that it was received in; you must ensure that it has not been handled more than is necessary to determine its function or characteristics.
Once the acceptance for the item to be returned has been made you must return the item as soon as possible and within 14 days
Please note that you are responsible for the postage/ delivery cost and the condition of the item/s during return shipment. We therefore strongly recommend that you use suitable packaging and use a tracking service with compensation cover for the value of the item that you are posting, and take photographs of the item before packing it so that you have evidence and can claim against the delivery company if it is damaged in transit.
We are not able to refund a returned items which do not reach us, so please ensure you use an appropriate postage service that requires a signed for option as proof of delivery in the form of a image on a doorstep is not adequate.
Please note that because of the nature of the product we are unable to provide substitute goods that are the same as the item that you purchased as each item is unique you will receive a refund or gift voucher depending on how the item was purchased, you are then welcome to purchase a new item from the store or to be handmade to order if it not in stock.
Refunds will be made once the items are returned and within 14 days of using the same payment method that you used your item , please note that out of pocket expenses including charges made by the payment gateway and the initial postage cost will be deducted from the refund figure.
If you wish us to provide you with the refund total before returning the item please ask.
c. Refund on items that have been damaged during transit before you have received it
All items are sent by recorded delivery and are well-packaged if it is damaged during transit . Please take photographs of the item and packaging as soon as it becomes clear that any damage has happened. Please contact us asap with details including photographic evidence of the contents and packaging to enable us to contact the delivery company and start a claim we will then advise you as to what needs to be done next including how to return the item/ s
Please note that because of the nature of the product we are unable to provide an exact replacement as each item is unique , however we can create a new similar artwork or receive a refund/ or in the case ot items purchased with a gift voucher a replacement gift voucher.
6. SPECIAL OFFERS
From time to time, we may, for specific products, offer more favourable conditions than those provided for in these General Conditions, for example, with regards to the extended right of withdrawal or free returns. Such more favourable conditions are valid only for a limited duration of time until the specific products are sold out and maybe cancelled by me at any time; on such occasions, General Conditions will apply without amendments.
We reserve the right to alter prices either up or down, including any variations to the VAT rate.
7 .CUSTOMER INFORMATION
You are responsible for the personal data that you provide to ensure that it is correct and complete. Please note that your data will be kept in accordance with the GPDR data protection regulations and it will only be used to respond to an enquiry, purchase an item or activity. and when contacting you with details etc relating to your purchase
If you choose to subscribe to the mailing list your date is stored with email octopus by signing up you have provided permission for your details to be used for that purpose for further details visit. https://emailoctopus.com/legal/privacy
8 LIMITATIONS OF LIABILITY
The Seller shall be under no liability for any failure to perform all or any part of its obligations under the Contract if such failure is due to an act of God, terrorism, strikes, lockouts, labour disturbances, or any circumstances that are out of their control.
Statute or any regulation of any government, public or local authority, delays or defaults of suppliers and subcontractors or without prejudice to the generality of the foregoing any other causes beyond the reasonable control of the Seller and this condition shall apply notwithstanding that it may conflict with any special condition.
INTELECTUAL PROPERTY RIGHTS
The Website and all its content is owned by us or our licensors and protected by intellectual property, copyright and marketing laws and Jacqueline Rolls owner of Willow and Crafts as creator retains all copyright rights unless other wise agreed, This means that trademarks, company names, product names, images and graphics, design, layout, and information on products, services, and other content may not be copied reproduced or used without our prior written consent.
GOVERNING LAWS AND DISPUTES
In the event of a dispute, we will strive to comply with any decision by the relevant consumer protection authorities.
Any dispute regarding the interpretation or application of these General Conditions shall be governed by and construed in accordance with the laws of the country and shall be subject to the non-exclusive jurisdiction of the court at the place of our incorporation. “Non-exclusive jurisdiction” means that you may bring a claim against us in another jurisdiction if provided by applicable mandatory law.
Revised April 10th,2025