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Terms and Conditions

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Our comprehensive terms and conditions are detailed below.

Please click on the relevant section to reveal the information required. You may also find further information on our frequently asked questions and delivery pages.

If you have any questions please contact us and we will be happy to help you.

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Our contact details are clearly listed on the 'Contact Page' of our website.

Our preferred method of contact is email. During busy times, if the phone is not answered, please leave a message on our answer phone which is checked regularly. All calls are returned as soon as possible unless the message is not clear, contact details are not left or there is a power loss and messages cannot be retrieved.

The customer should ensure all their contact details are entered correctly including email, full address including postcode and phone number on our website.

Some calls may be recorded for quality and training purposes.

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We make every effort to ensure that availability of our website/s will be uninterrupted and that transmissions and communications will be error-free. Unfortunately this cannot be guaranteed. Access to our website may occasionally be suspended or restricted to allow for maintenance, repair or an upgrade to our facilities or services. Any restriction in this way will always be kept to a minimum.

Our website must be used for lawful purposes only and must not be used in any way that causes, or is likely to cause, the website, or access to it, to be interrupted, damaged or impaired in any way.

By using our websites and content you agree that you are responsible for all electronic communications and content sent from your computer. You also agree not to send, use or reuse any material: that is illegal, offensive, abusive, indecent, defamatory, obscene or menacing; that is breach of copyright, trademark, confidence, privacy or any other right; that could cause harm to third parties; which consists of or contains software viruses; that is or amounts to, political campaigning, commercial solicitation, chain letters, mass mailings "spam" or to cause annoyance in any way.

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The information and data displayed on our website is to the best of our knowledge accurate at the time of publication. However mistakes do happen and we provide no guarantee, warranties, or assurances of any kind that the site is error free and reserve the right to make modifications at any time without prior notification.

We take great care in accurately describing the products available. We rely on information from manufacturers for the content of our website and accept no responsibility for errors in product description caused by incorrect information supplied by the manufacturer. Colour descriptions can also vary from supplier to supplier and since many products including papers and board stocks are handmade or died, colours can vary from 'batch to batch' within the same product group.

Although we aim to keep our website as up to date as possible, the information may not always reflect the product information exactly at the moment you place an order as sometimes manufacturers update a product without warning.

Some items available online are age restricted. By placing an order for one of these items you are declaring that you are over the minimum age at which you are allowed to purchase these items. These items must be used responsibly and appropriately.

The product dimensions are measured by us and we do our very best to make them 100% accurate, but given we are human we do very occasionally get things wrong. If the dimensions are incorrect (either because the manufacturer has changed the product slightly or we’ve made a mistake) then we apologise sincerely and we’ll do our very best to ‘put things right.’

While every care is taken to accurately photograph the products the customer should be aware that the colours shown can vary between monitors.

We may not process your order if we notice that the product information on our website is wrong when you place it and, if this is the case, we will contact you.

Coloured envelopes, card and paper by their nature have a tendency to fade, some colours more than others and in particular recycled papers. We recommend, when storing or displaying envelopes, card and paper that you avoid direct exposure to sun light or bright lighting systems as this will subsequently cause the colours to fade. This is not a fault with the product.

Pearlescent papers, glitter card, glitter papers, embellishments, pearls, card and envelopes do have a tendency to vary from batch to batch. We have no control over this as it is part of the manufacturing process. Please try to purchase enough materials for your project in one go, we will endeavour to send the same shade within an order but do bear in mind this is not always possible.

All products, unless stated otherwise, are made from artificial materials. Any references to flowers, leaves etc. relate to man-made products.

All references to gold, silver, pearl, crystal etc. relate to colour and not the actual material of which products are made.

We are not responsible for the natural deterioration of products over time, including the natural tarnishing of alloys and metals.

Cut products are cut with a +/- 2mm tolerance.

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Our website is updated regularly with live stock control and if the products can be placed into the basket then we should have the products on site.

Occasionally there may be stock errors - if this is the case then we’ll notify you as soon as possible in order to resolve the situation in a way that best suits you.

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All prices include VAT which is charged at the current rate but exclude delivery. We reserve the right to alter prices and/or products without prior notice, items priced incorrectly may not be supplied or will be offered at the correct price.

Reduced or sale items will show the original price that the product originally sold for.

If you're a customer outside the VAT territory of the EU, such as the Channel and Canary Islands, you should ensure you choose the appropriate location details when entering your destination address to ensure VAT-free and the correct shipping method is applied. For all other EU countries VAT is already included in the price depending on the destination country.

If your delivery country is outside the EU, all the prices will be VAT free. Please note that packages may however be assessed for import or customs fees, depending on the laws of your particular country.

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When you place an order to purchase a product, we will send you an email confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product which is accepted by us and complete when we send email confirmation to you that your order has been dispatched. Any products on the same order which we have not confirmed in the dispatch email do not form part of that contract.

Orders received after 5pm are classed as received by us on the following morning. Orders received after 5pm on Friday are deemed to have been received by us on the following Monday morning. If there is going to be a delay in dispatching some of the goods (for example a stock issue or bespoke items have been ordered), the goods in stock will be dispatched and the remaining goods will follow on under our 'Back Order' system.

'Back Orders' may be dispatched in more than one part and the customer is not charged any additional postage. Please note that followed on products are not dispatched by courier unless the additional charges have been accepted. We do not forward ‘out-of-stock’ items and these are NOT sent separately for International orders due to the high cost of overseas postage, customers will be refunded prior to dispatch.

We reserve the right to cancel orders at our discretion. If we cancel an order, it will be without charge to the customer.

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Valid promotion codes may be available from time to time.

Promotion codes are not valid in conjunction with any other discount or offer code. To redeem the discount online, please enter the promotions code during the Checkout. Discounts and promotions may not be exchanged for cash and are non-transferable. We reserve the right to terminate any discount without notice.

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We cannot combine two orders as orders are processed on an individual basis by our dispatch team. Due to significant administration costs we cannot combine orders to reduce postage charges for the customer. In addition express orders cannot be combined and these are processed as separate orders even if you receive the orders in one package. Please do not be offended by our refusal.

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Due to our tight stock control regulations we cannot update orders once placed.

We regret that we are unable to add items to an order and all ‘forgotten’ or out of stock items must be treated a separate order with a new delivery charge. Please do not be offended by our refusal.

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Payments are processed by Braintree or PayPal. Customer details are encrypted and processed on a separate secure payment page and further information is available on Braintree and PayPal's websites. We do not see your credit card details or store them in any way. Braintree or PayPal should e-mail a separate confirmation of the transaction.

Occasionally there may be problems with a payment and this may not be the fault of the customer. We will follow up all failed payments and endeavour to resolve the problem.

If the customer selects 'Pay by Phone' at the checkout then the customer should call us to complete payment. Payments are processed through a Braintree Terminal and any card details (if ever written down) are immediately destroyed. This is our guaranteed policy.

Standard Delivery

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United Kingdom
(England, Scotland and Wales excluding Scottish Highlands and Islands)

Order ValueCourierServiceCost (£)
Up to £10Royal MailRoyal Mail First Class2.25
£10-25Royal MailRoyal Mail First Class3.99
£25-50Royal MailRoyal Mail First Class4.99
Over £50DPDDPD Parcel or Expresspak6.99
DPD ‘Pick Up’ DPDCollect from your local shop4.99
Customer CollectionFREE

Notes:

  • Please note that these rates are for parcels up to 30kg
  • Delivery times are working days from the time of dispatch
  • DPD ‘Pick Up’ is a tracked next day service once dispatched. Your parcel will be delivered to your chosen local store for you to collect.
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Ireland

Order ValueCourierServiceCost (£)
Up to £10Royal MailRoyal Mail Airsure4.99
£10-25Royal MailRoyal Mail Airsure7.99
£25-50Royal MailRoyal Mail Airsure12.99
Over £50DPDDPD Two Day Parcel15.99

Notes:

  • We regret an express service is only available for deliveries to Dublin only (please see below for further details).
  • Please note that these rates are for parcels up to 30kg
  • Delivery times are working days from the time of dispatch
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Offshore
(Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands, Scilly Isles)

Order ValueCourierServiceCost (£)
Up to £10Royal MailRoyal Mail First Class2.25
£10-25Royal MailRoyal Mail First Class3.99
£25-50Royal MailRoyal Mail First Class4.99
Over £50DPDDPD Two Day Parcel11.99

Notes:

  • We regret an express service is currently unavailable for these areas
  • Scottish Highlands (AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50)
  • Please note that these rates are for parcels up to 30kg
  • Delivery times are working days from the time of dispatch

Express Delivery

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Should you require your items urgently we offer a variety of express dispatch options (for the UK mainland) stock permitting. All delivery charges are displayed at the checkout. Express orders placed before noon on a working day (payment must also be completed before 12 noon), Monday through to Friday, will be dispatched the same day with an anticipated (not guaranteed) next day delivery. We can not be held liable for failure or delay to deliver your order within the estimated timescale. While the vast majority of orders are delivered within 24 hours we are unable to refund the express service charge should your order take longer than 24 hours to be delivered. Orders with this service are delivered between 7am and 9pm and all deliveries require a signature (unless alternative arrangements are made between you and the courier).

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United Kingdom
(England, Scotland and Wales excluding Scottish Highlands and Islands)

CourierServiceCost (£)
DPDDPD Next Day Delivery *9.99
DPDDPD Next Day By Noon *10.99
DPDDPD Saturday Next Day **12.99
DPDDPD Saturday Next Day by Noon **15.99
SAVE using DPD Pickup Express
DPDDPD Pickup Express - Contact us7.99

Notes:

  • * order by noon
  • ** order by noon Friday
  • Save using DPD Pickup Express - please see DPD Pickup below for further details.
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Ireland (Dublin Only)

CourierServiceCost (£)
DPDDPD Next Day Delivery *34.99
DPDDPD Next Day By Noon *39.99
SAVE using DPD Pickup Express - COMING SOON
DPDDPD Pickup Express

Notes:

  • * order by noon
  • DPD Express is only available for deliveries to Dublin
  • Save using DPD Pickup Express - please see DPD Pickup below for further details (coming soon).
  • DPD Expresspak - consignment up to 5kg
  • DPD Pickup Express - consignment up to 20kg
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Offshore
(Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands, Scilly Isles)

CourierServiceCost (£)
DPDDPD Next Day Delivery *29.99
DPDDPD Next Day By Noon *39.99
DPDDPD Saturday Next Day **54.99
SAVE using DPD Pickup Express - COMING SOON
DPDDPD Pickup Express

Notes:

  • * order by noon
  • ** order by noon Friday
  • Save using DPD Pickup Express - please see DPD Pickup below for further details (coming soon).
  • DPD Expresspak - consignment up to 5kg
  • DPD Pickup Express - consignment up to 20kg
  • DPD Pickup Express is coming soon to Northern Ireland. Please check with the DPD Pickup store location app to check availability in your area.
DPD Pickup - More Info

DPD Pickup

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DPD ‘Pick Up’ is a next day service once dispatched. Your parcel will be delivered to your chosen local store for you to collect. Our DPD express ‘pick up’ means that as long as you place your order before noon (stock permitting) you order will be delivered to your local store the next day ready for collection.

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DPD Pickup
UK, Ireland and Offshore

CourierServiceCost (£)
UK MAINLAND
DPDDPD Pickup4.99
DPDDPD Pickup Express *7.99
IRELAND
DPDDPD Pickup
DPDDPD Pickup Express *
OFFSHORE
DPDDPD Pickup
DPDDPD Pickup Express *

Notes:

  • * order by noon
  • DPD Pickup Express - consignment up to 20kg. Please contact us to pay the additional £3 on top of the DPD Pickup charge of £4.99
  • DPD Pickup Express is available in UK and coming soon to Ireland and Northern Ireland. Please check with the DPD Pickup store location app to check availability in your area as this service may not be available for some offshore locations
DPD Pickup - More Info

European and International Deliveries

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European Destinations

Delivery DestinationCourierProductPrice (£)Transit Time
(Business Days)
AustriaDPDDPD Classic - Parcel15.913
BelgiumDPDDPD Classic - Parcel14.852
BulgariaDPDDPD Classic - Parcel43.50*4-7
CroatiaDPDDPD Classic - Parcel23.344-6
Czech RepublicDPDDPD Classic - Parcel16.973-4
DenmarkDPDDPD Classic - Parcel15.913
EstoniaDPDDPD Classic - Parcel23.344-5
FinlandDPDDPD Classic - Parcel23.344-5
FranceDPDDPD Classic - Parcel14.852-3
GermanyDPDDPD Classic - Parcel14.852-3
GreeceDPDDPD Classic - Parcel43.50*4-9
HungaryDPDDPD Classic - Parcel23.344-5
ItalyDPDDPD Classic - Parcel16.973-4
LatviaDPDDPD Classic - Parcel43.50*4-6
LithuaniaDPDDPD Classic - Parcel43.50*4-6
LuxembourgDPDDPD Classic - Parcel14.852
NetherlandsDPDDPD Classic - Parcel14.852
PolandDPDDPD Classic - Parcel23.344-5
PortugalDPDDPD Classic - Parcel23.344-5
RomaniaDPDDPD Classic - Parcel43.50*4-6
SlovakiaDPDDPD Classic - Parcel16.973-4
SloveniaDPDDPD Classic - Parcel23.344-5
SpainDPDDPD Classic - Parcel16.973-4
SwedenDPDDPD Classic - Parcel23.344-5
SwitzerlandDPDDPD Classic - Parcel15.913

Notes:

  • Please note that prices are for parcels up to 30kg (5kg if highlighted * then additional charge per kilo). Please contact us for further details.
  • Please contact us for other European rates. Prices may vary according to location, custom charges and parcel weight.
  • Delivery times above are based on working days from the time of dispatch and are an estimated shipping time.
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International Destinations

Delivery DestinationCourierProductPrice (£)Transit Time
(Business Days)
USADPDDPD Air Express304-7
MexicoDPDDPD Air Express404-7
Contact us for more delivery destinations

Notes:

  • Please note that prices are for parcels up to 5kg.
  • Please contact us for other international rates. Prices may vary according to location, custom charges and parcel weight.
  • Delivery times above are based on working days from the time of dispatch and are an estimated shipping time.
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We use a variety of delivery methods to get your order to you as quickly as possible including Royal Mail First Class post, Airmail and DPD courier deliveries. We are not responsible for any delay, non-delivery or loss or damage to goods once they have left our possession. Please ensure that all details are correct at the time of ordering including your email and mobile phone number as these are used to give you up to date tracking information about your order (where applicable).

Items will not be considered lost by the Royal Mail until 16 working days after posting via First Class post, longer for standard parcel delivery. (Please see www.royalmail.com or visit your local post office for details) If the item has not arrived after 16 working days from dispatch, please advise us in writing so that a claim can be filed with Royal Mail, the customer must advise us within 28 days after which no action will be taken. We regret that replacement items cannot be dispatched until this time period has elapsed.

We take all reasonable precautions to ensure that orders are addressed accurately and clearly before dispatch but if the customer enters an incorrect, incomplete delivery address or an incorrect postcode then we cannot be held responsible if the goods go astray and any claims will not be entertained. Similarly if the customer requests the Royal Mail or Carrier to leave goods in a nominated place for example a door step, in a shed or anywhere else apart from through a letter-box, it is entirely at the customers risk.

Some orders may require a signature on delivery. Orders returned to us due to a failed delivery, for any reason (for example the customer is away on holiday or has not collected from a depot or Post Office in time) will be liable for another delivery charge. For subsequent re delivery we will contact the customer for a further postage fee which will be required before the order can be dispatched again. It's the customer’s responsibility to contact us if the order has not arrived. If the customer no longer requires the order then we will issue a refund for the cost of the goods less the cost of the original postage. It is crucial that the customer monitors the tracking information including texts and emails regarding the delivery of their order.

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Our delivery aim is to dispatch as quickly as possible usually within 3 working days but please allow up to 5 working days. All orders are processed in the order in which they are placed and there are no exceptions unless the customer has previously arranged or selected, when available, an express service option.

Please note for orders placed during or near to a bank holiday and the Christmas period then the delivery of the order may be subject to delays which are beyond our control.

Please be aware that certain areas e.g. The Scottish Highlands and Islands may encounter longer delivery times and this is beyond our control. Please refer to our delivery options for further details.

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There is an option for you to collect your order.

Please wait for confirmation from us that your order is ready for collection.

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Please be aware that we’re unable to accommodate requests for delivery via alternative methods and options at this time.

If you choose a DPD delivery option, however, you will be given a number of delivery options including delivery to your local DPD Pickup store or safe space. If DPD miss you first time then another delivery attempt will be made or you can arrange other delivery options. DPD can also arrange to avoid your delivery when you're on the school run (with a delivery between 9.30am to 2.30pm).

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We pride ourselves in our considered, secure and quality packaging.

We pack your order carefully so that it reaches you in pristine condition.

We offer a quality shopping experience and our packaging is designed to not only protect the delicate nature of our products but also reflect and enhance our brand.

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You can check the progress of your order via your account if you have opted to set an account up on our website.

On dispatch all customers are sent an email with details of the dispatch method and tracking details if applicable. Please ensure that you have given your mobile phone number and opted to receive our emails in your privacy settings in order to receive this information.

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All international orders are sent via our chosen Courier/Service with tracked delivery. Ordering goods online from outside the UK may incur import duties and taxes, which are levied once your order reaches the specified destination. By placing an order on our website the customer agrees to meet all additional charges for customs clearance. Customs authorities can inspect your order at any time which means that the package may be opened. Customs policies can vary widely so we suggest that you contact your local customs office if you require further information.

As the purchaser of goods from us you are formally importing our goods and therefore you must comply with the appropriate laws and regulations in the country in which they are received.

Gifts may be purchased but please note that this is declared on the customs paperwork along with the value of the goods.

We do not forward ‘out-of-stock’ items and these are NOT sent separately for International orders due to the high cost of overseas postage, customers will be refunded prior to dispatch.

At this time we cannot deliver to BFPO, HM Forces addresses.

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Orders are checked by two team members before dispatch but never the less mistakes happen. In the unlikely event that items are missing from an order or the order is short this must be notified to us within 72 hours, beyond which no action will be taken. We therefore advise that you check your order thoroughly on receipt as we cannot investigate shortages after this time.

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In the unlikely event that the goods are damaged on arrival please let us know immediately by telephone or e-mail (within 24 hours of delivery). This is due to the delicate nature of our products and the required timeframe to prove that the error is ours or caused by transit. We may require photographs of the packaging and the contents in order to process any claim.

We will offer a replacement or full refund. If we ask for the return of the damaged goods the cost of second class postage will also be refunded unless alternative arrangements have been made with us. Maximum postage refunds are limited to £6.50 per parcel, which must be agreed in advance before parcels are returned.  We therefore advise that you check your order thoroughly on receipt as we cannot investigate damages after this time. We may offer a ‘return via shop’ service for you. All deliveries will be considered as received in good condition unless stated as 'damaged' or 'opened' at the time of receipt.

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Under the Consumer Protection (Distance Selling) regulations the customer has the right to a 7 day 'cooling off' period during which time the customer may change their mind and return the goods. This can be viewed at http://www.hmso.gov.uk/si/si2000/20002334.htm

We will accept product returns within 14 days of the dispatch date. Returns received after the 14 days time frame may not be refunded and you may be liable for any return postage.

If you no longer require the goods received, please notify us in writing within 7 days of receipt. A returns number must be obtained for us to process your return efficiently.

The cost of and safe return of the goods is the responsibility of the customer and we recommend a receipt is obtained from Royal Mail or the carrier in case the goods are mislaid or arrive damaged and the customer needs to claim against them.

Goods should be returned in suitable and adequate packaging, as to protect the product/goods from the rigors of the postal or carrier system.

Where goods are supplied in sealed packs or containers, the packs or containers must be unopened. Bespoke or 'non stock' items which have been sourced for the customer or have been cut to a special size cannot be returned.

When the goods have been received at our premises we will process the refund within 14 days. The refund will include the cost of the original postage for delivery only if the full order is returned to us.

If the customer orders the wrong product and wishes to exchange it for another item this will be treated as two separate orders. A new order will need to be submitted online. The original postage will not be credited and there will be a new delivery charge for the second item unless we have previously negotiated another arrangement.

We regret that we are unable to accept returns under the following circumstances:

  • The order was placed from overseas
  • For products ordered from our suppliers especially for you
  • For bespoke products created including cut products and lace.
  • Please note that ALL cut card and paper products other than A3 or A4 cannot be returned because they have been cut and made to order. Cut products are cut with a +/- 2mm tolerance.
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Refunds will be made within 14 days of us receiving the returned goods. The refund will be made via the original transaction method for example, by the debit or credit card by which the original transaction was made.  The refund will include the cost of the original postage for delivery only if the full order is returned to us.

If the return is due to the goods being faulty or incorrectly picked we will also reimburse the cost of returning the items to us by our stipulated postage method. We cannot refund more than the original purchase price, any excess will be issued as a credit or voucher for use on our website.

We regret that we are unable to process refunds after 30 days under any circumstances (for example if you fail to inform us of an issue with your order within this time).

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If something happens that is beyond our control then we will do our very best, as you’d expect, to put things right but we cannot be held liable if something happens that’s out of our control. Examples of these are floods, war, fire, strikes etc.

In legal terms:

1.1 The Company will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control (Force Majeure Event).

1.2 A Force Majeure Event includes any act, event, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following:

Strikes, lock-outs or other industrial action; or

Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat

or preparation for war; or

Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; or

Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or

Impossibility of the use of public or private telecommunications networks

1.3 Our obligations under these terms are suspended for the period that the Force Majeure Event continues, and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the Force Majeure Event to a close or to find a solution by which our obligations under these terms can be performed despite the Force Majeure Event.

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The material featured on this website is subject to copyright. Artwork and designs for our greeting cards are copyright of The Handcrafted Card Company Ltd. These designs, images and photographs cannot be reproduced or transmitted in any form without prior written permission.

Some designs and/or products are reproduced under license and permission to reproduce any material does not extend to anything on this site identified as being the copyright of a third party. Authorisation to reproduce such material must be obtained from the copyright holders concerned.

The majority of our photography is owned by The Handcrafted Card Company Ltd. All product photographs and textual content (from our websites, downloads, resource centre and social media platforms) and all intellectual property material supplied by The Handcrafted Card Company Ltd, in the form of original artwork including illustration and design, remains the exclusive property of The Handcrafted Card Company Ltd. Any use of this material without prior authorisation is strictly forbidden.

You may not copy, publish, modify, transfer, create derivative works from, commercially exploit or otherwise use in whole or part any of the content on this website.

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We can issue samples of our Enfolio card stocks free of charge. These are purely to indicate colours (noting that colours may vary from batch to batch) and qualities and do not represent the sizes of the products in any way. Sample sets are for colour indication but colours may vary from batch to batch. We regret that FOC samples of any other products are not available.

You can purchase some sample sets, for example, glitter card/paper, patterned papers and ribbons for colour and pattern indication but please note that certain colours may vary or be discontinued. New colours also may be introduced without notice.

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Any information given during the course of enquiring and ordering with us we simply use to process your order and we do not share your information with third parties.

We operate an ‘opt in’ mail system. This gives you the choice of whether or not you wish to receive marketing information. Replying to the 'unsubscribe' link in a promotional mail will also ensure that your name is removed from our mailing list.

We will not share any information the client supplies with a third party. All data is collected lawfully and in accordance with the Data Protection Act 1998.

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If you use our website, you are responsible for maintaining the confidentiality of your online account to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password and to take all necessary steps to ensure that the password is kept confidential and secure. Please contact us immediately if you have any reason to believe that your password has been compromised in any way and become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.

Please note that if you have trade account with us your password and account information should NOT be shared with anyone else.

Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering. You can access and update much of the information you provided us within your ‘my account’ area of the website.

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In the unfortunate event you feel the need to complain, please address any complaints in writing to [email protected]