When accepting our Terms & Conditions of Sale, customers agree to follow all our policies of sale in our “Delivery & Returns” section.
Ordering with us
When you place an order, we’ll need your name, address, e-mail address, credit / debit card number and card expiry date. We do not store your credit / debit card details. This information is sent to SagePay. When your request has been processed we’ll notify you of receipt of your order and you’ll be able to check if all the details are correct. When your order is ready you’ll receive a despatch email to let you know that it's on its way.
It’s useful to have a contact telephone number so that we can reach you if there’s a problem with your order, or if your order requires a delivery quote. This information may be given to our couriers in case they need to contact you about the delivery of your order.
Unfortunately we cannot fulfill any obligations if the product you ordered becomes out of stock, if a Maker is unable to fulfill their order due to circumstances beyond reasonable control, or if we are unable to obtain authorisation for your payment, or if we identify a pricing or product description error.
Payment for all orders is at point of sale and not at point of despatch. Payment must be made using our online payment facility or by credit / debit card over the telephone.
The total cost of your order is the price of the products ordered plus delivery, unless clearly marked otherwise. By entering card details onto our system you confirm that the credit or debit card being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.
To be eligible to purchase products on this website you must be over 18 years of age, stipulate a delivery address in the United Kingdom (PO box numbers and hotels are not acceptable) and possess a valid credit or debit card.
By making an offer to buy a product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties, including but not limited to, your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.
We reserve the right to reject any offer of purchase by anyone at any time.
If you change your mind you’re entitled to cancel a purchasing contract, provided you do so no longer than seven working days after the day on which you receive the products. You’ll be given a full refund, which includes the initial postage charge. Please see our Delivery & Returns policy for more details. If you wish to cancel this contract prior to order despatch, please contact us as soon as possible. If your order has already been despatched please follow the procedure set out in our Returns Policy.
Product Pricing & Descriptions
All prices published are set by our Makers and are in pounds sterling. Each product purchased is sold subject to its Product Description, but please do remember that handmade craft is not mass-produced and therefore slight variables in design and colour are always possible. If we run offers/discounts on an individual Maker's work, these discount codes are not applicable to another Maker's work.
Some of our Makers always keep a range of their work in stock at all times and are able to deliver within 3-5 working days. Others require longer delivery periods or only make to order so please do bear this in mind if you are ordering a gift for a specific time. If you need something by a given date and are unable to communicate this via our site please do contact us
and we will do our best to help you.
Some of our Makers will take commissions. You will be able to work with our Makers to discuss your needs and design a bespoke piece just for you. A non-refundable deposit, payable at the beginning of the order, may be arranged and you’ll be given clear guidance on full costs and expected delivery times. Some of our Makers require full payment up front for a commissioned item - this can be discussed/arranged between customer and Maker before work commences. Please note that your cancellation rights are affected once a commission is started – see Returns & Refunds for more details.
Delivery Charges and times: UK mainland delivery costs are included in the onscreen prices unless clearly stated otherwise (e.g for furniture and larger craft items) and estimated delivery times are also given with each product. We’ll all work very hard to meet the delivery times quoted on our site but please bear in mind that these are estimates and postal services aren’t always as reliable as we’d like them to be! At times of public holidays, e.g Christmas, delivery may take a little longer.
Delivery Methods: We use national courier services and Royal Mail, depending on the type and size of craft ordered, and a signature is usually required on delivery. Some of our Makers choose to deliver their work in person.
Packaging: Careful waste management is very important to our company and we’re looking to use as much eco packaging as possible. Our tissue paper and labels are environmentally friendly and we encourage our Makers to recycle boxes and padded envelopes. We want you to be happy with the standard of packaging used and welcome any feedback.
Some of our Makers are happy to ship to Europe, USA and further! If you are outside of the UK and would like to order from us please email us
to discuss and arrange a quote. Please note that customers are responsible for any import charges/duties that may be incurred and must comply with any local regulations.
Please ensure that your delivery address details are correct. We can't be held responsible for any delivery problems that may arise due to incorrect address details. A lot of our couriers require a signature on delivery. If you indicate that a package can be left at your home or with a neighbour, this is at your own risk. Some couriers do not like to leave parcels unless signed for by the customer, so we can’t guarantee delivery if you are unable to receive the parcel yourself.
Returns and Refunds
The Customer accepts that madebyhandonline.com does not guarantee items for sale on the site. Our Makers are responsible for their own products. When a Customer makes a transaction on our site they accept that they are entering into an agreement with the Maker of the item and that although madebyhandonline.com will do all possible to ensure a high standard of service, we are not responsible or liable for the condition of the products.
We hope that you’ll be very happy with your purchases from madebyhandonline.com, but understand that occasionally you may wish to return an item and seek a refund. If this is the case you need to let us know in writing no longer than 7 working days after the date on which you received the products.
Please email us on [email protected]
with your contact details, your order details and let us know why you are returning an item so that we can put things right for you. You’ll then be sent a returns address and details of how to proceed.
Please return your item in good condition, ideally with its original packaging within 14 working days from the date you received the products. The refund includes the original delivery charge but we’re unable to offer free returns at this time.
If you’re returning a product because it is faulty we will pay the return delivery costs.
If you return goods to us, please use an insured method of despatch and obtain proof of posting. We can’t accept liability for returned goods being lost or damaged in transit.
Once a commissioned piece is ordered and a deposit or full amount has been paid it usually cannot be cancelled unless specifically by agreement with madebyhandonline.com and the Maker involved. Once a Maker has started a commissioned piece, it is unlikely that a cancellation will be possible. However, if you email us as soon as possible after placing the order, we’ll check with the Maker to see if a cancellation is possible. We are unable to offer refunds for completed commissioned/bespoke pieces.
madebyhandonline.com is a UK based website, working in accordance with the UK Data Protection Act 1998. We use SSL encryption technology, which is a secure system that protects your information when you enter potentially sensitive details on the site.
We collect data about you when you place an order, join our mailing list, contact us or enter competitions on our site. We may share your contact details with our carefully selected partners, in particular those companies offering prizes on our site. You’ll always be able to unsubscribe from any mailing list. We take your personal privacy very seriously and will not sell, distribute or disclose information about you unless approved by you or unless we are required to do so by law.
If you enter a competition organised by ourselves or in close partnership with another company you'll automatically go onto our mailing list. You are free to unsubscribe at any time. Winners names may be published on this website or on our facebook page.
When you place your order you’ll be asked if you would like your details to be added to our mailing list. We run this as an ‘opt-in’ rather than ‘opt-out’ system as we respect your privacy. If you opt to join our mailing list we’ll only use your details for ordering/delivery purposes and to tell you about our news, special offers, new products, or changes to our site. You can unsubscribe at any time.
We will of course take all reasonable care, in so far as it’s in our power to do so, to keep your personal details, the details of your order and payment secure but, in the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from our website.
If you have any specific questions about how we handle your data please email us on [email protected]