T & C's for art sculptures and other creations

Index

  1. General Terms and Conditions

  2. Orders

  3. Commissions

  4. Gift Vouchers

  5. Workshops

  6. Delivery’

  7. Refunds

  8. Special Offers

  9. Customer Information

  10. Limitations Of Liability

  11. Intellectual Property Rights

  12. Governing Laws and Disputes

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 processed during standard office hours, Monday -Friday. Orders are usually despatched within 2 - 3 day if they are in stock. Delivery will take 2 - 3 days , Back Orders and special orders  will take longer, and we will advise you accordingly

Please note that all created -to-order items typically require a lead time of several weeks or more to complete unless otherwise stated . If you are planning to purchase an item as a gift for a specific date, please contact me in advance to discuss timing. I’m also happy to provide a gift certificate for the recipient to enjoy while their custom piece is being created.

  • Craft kits ( physical or virtual)

Craft kits are non-refundable in the unnlikely situation that a part is missing from the order. Please take a photo of the pack and contact m

3, 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 be required before work commences.  You will be sent photographs / mini film once the item is completed, once I have received approval. The remaining fee must be paid before the item is delivered to you. Please note that should a situation occur 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 items as set out within the Consmer 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 your actions.

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 the unused balance.  Please also read the Refunds Policy page

5. WORKSHOPS

Please read the following pages for details

6 . DELIVERY

Information relating to standard delivery

Postal delivery, items will be sent by recorded/signed for delivery. You will receive an email from me when I am sending the item, and an email and text from the courier at different parts of the journey

It is your responsibility to provide delivery details when you order. The courier will also ask if you need to change the delivery date when they contact you. It is your responsibility to respond to their messages if you want to make any changes. Items are sent via Royal Mail/ Parcelforce recorded, or Evri tracked .

Personal delivery of large items may be possible if you live within 25 miles radius of Southampton. Fuel mileage may be charged at 45p per mile

Or if you prefer, you can collect from my home in Southampton on an agreed day/time

International Delivery

  • I accept deliveries to Northern Ireland. Please note that any additional charges will need to be paid by bank transfer before the item is sent. An estimate for any additional charges can be provided in advance if necessary. Please contact me to discuss.

  • Delivery to the European Union - .

    I am happy to discuss sending items to countries that are part of the European Union. Any additional charges, including any additional VAT charged to me for sending the item/s, will need to be paid in advance. By ordering, you are accepting responsibility for paying any additional import charges

  • Items are sent via International Parcel Force/their partner companies

    .

Returning an item

Please read the refunds policy to see if your item is eligible for a refund and how to proceed.

Procedure for items that are damaged during transit

  • Provide photos of the damaged parcel and its contents both inside and out

    before you open it to prove that any damage would have occurred during transit.

  • The images should clearly show the damage and ideally be taken from various angles.

  • 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 .

  • Do not throw away the damaged item or the packaging until the claim is settled, as the packaging may be needed for inspection.

    Remember - the better the photographs, the less likely the need for the courier company to inspect any damage

  • Once the claim process has been completed I may require you to return the damaged item/s

Please note that, depending on the courier, it can take several weeks for any claims to be processed to be sent either in the form of a similar replacement where possible or a refund.

7 . REFUNDS–  Physical items (U.K. Mainland only)

Refunds are accepted for

  • Items that have not been posted

  • Items that have already been made, excluding craft kits unless the contents have been damaged during transit

  • Items that are ordered but have not been made

  • Items that have been damaged during transit ( actual items excluding packaging)

Please note that all items that are purchased with a gift voucher are exempt from return unless damaged during transit.

Please be aware that Stripe and PayPal, which are the card methods accepted on the website, can take up to 10 days to refund any payments after the request has been made. Bank transfer is much quicker.

For further information, read the Refunds Policy

All items are sent by recorded delivery and are well-packaged if the contents are damaged during transit, please follow the following guidance.

8. 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.

9. 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 relating to your query or order.

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

10. 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 its 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.

11. INTELLECTUAL 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.

12.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 November 15th ,2025

  1. General terms and conditions

  2. Orders

  3. Commisions

  4. Gift vouches

  5. Workshops

  6. Delivery

  7. Refunds

  8. Special Offers

  9. Customer Information

  10. Limitations of Liabilities

  11. Governing Laws and Disputes

  12. Intellectual Property Rights