Terms of Service

Welcome to Hanmade Willow Studio. By accessing or using our website and services, you agree to comply with and be bound by the following Terms of Service. Please read them carefully before placing an order.

1. General Information

Hanmade Willow Studio creates handcrafted willow products, including custom-made and bespoke designs.

By placing an order, you confirm that you have read, understood, and agree to these terms.

We reserve the right to modify these terms at any time. Any changes will be posted on this page, and continued use of the website constitutes acceptance of the updated terms.

2. Orders

Custom and Bespoke Orders: Custom orders are made to your specific requirements. Once the design process has started, orders cannot be cancelled, modified, or refunded.

Non-Custom Items: For non-custom items, orders may be cancelled within 24 hours of placement. After this period, the production process may begin, and cancellations will no longer be accepted.

Please note that, as each item is handmade by a small team, there may be delays in production and delivery. We will provide an estimated lead time for your order, but we appreciate your patience as we take care to craft each piece by hand.

We reserve the right to refuse any order or service at our discretion.

3. Pricing and Payments

All prices listed on the website are in Pounds Sterling £ and are inclusive of any applicable taxes unless otherwise stated.

We accept various payment methods as listed at checkout. Full payment is required before production on any item begins.

For custom orders, a non-refundable deposit may be required before work commences.

4. Shipping and Delivery

Shipping Costs: The customer is responsible for shipping costs, which will be added at checkout. Delivery timelines will vary based on the product and destination.

Production and Delivery Timeframes: Please note that all our products are handmade, and as a small team, production times may vary depending on demand. While we aim to meet delivery estimates, there may be delays in fulfilling your order due to the time required to craft each item.

International Orders: The customer is responsible for any import duties, taxes, or additional fees that may apply to international deliveries.

5. Returns and Refunds

Non-Custom Items: We accept returns for non-custom items within 14 days of delivery. The item must be returned in its original condition and packaging.

Custom and Bespoke Orders: Due to the personalised nature of custom items, these are non-refundable and cannot be returned, except in cases of damage or defects.

For full details, please refer to our Returns Policy.

6. Product Care and Warranty

Each willow product is handcrafted and should be handled with care. We recommend following the care instructions provided with each item to ensure longevity.

Warranty: We do not offer a formal warranty, but are committed to the quality of our products. If you experience any issues, please contact us within 48 hours of receiving your item.

7. Intellectual Property

All content on the Hanmade Willow Studio website, including images, text, logos, and designs, is the intellectual property of Hanmade Willow Studio and may not be used, reproduced, or distributed without express permission.

8. Limitation of Liability

Hanmade Willow Studio is not liable for any direct, indirect, incidental, or consequential damages that may result from the use of our products or services.

We are not responsible for delays or issues caused by events outside our control, including shipping delays, natural disasters, or technical issues.

9. Privacy

Your privacy is important to us. Any personal information collected during the ordering process is used solely for the purpose of fulfilling your order. For more details, please refer to our Privacy Policy.

10. Governing Law

These terms are governed by the laws of the United Kingdom, and any disputes arising from the use of our services will be subject to the jurisdiction of the courts in that region.

If you have any questions regarding these Terms of Service, please feel free to contact us at hello@hanmadewillow.co.uk.