1. About Us

Fenwick Family Crafts is a family-run craft business based in Dundee, Scotland. We specialise in handmade, personalised, and laser-engraved gifts and keepsakes.

Website: www.fenwickfamilycrafts.co.uk

Location: Dundee, Scotland, United Kingdom

Contact: Please use the contact form on our website

These Terms & Conditions apply to all purchases made through our website and govern the relationship between Fenwick Family Crafts and you, the customer.

2. Placing an Order

When you place an order with us, you are making an offer to purchase. Your order is confirmed once you receive a written confirmation from us (usually by email). We reserve the right to decline any order at our discretion.

2.1 Personalisation details

For personalised and custom orders, you are responsible for providing accurate details at the time of ordering. Please check all names, dates, messages, and spellings carefully before submitting your order, as we will produce your item exactly as specified.

We are not responsible for errors in personalisation details that were provided incorrectly by the customer. If you notice a mistake after ordering, please contact us immediately — we will do our best to correct it if production has not yet started.

2.2 Custom design requests

For bespoke design requests, we may send you a digital proof for approval before production begins. Once you have approved the proof, we will proceed with making your item. We cannot make changes after approval has been given and production has started.

2.3 Pricing

All prices are displayed in pounds sterling (GBP) and are inclusive of VAT where applicable. We reserve the right to correct any pricing errors on our website. If a pricing error affects your order, we will contact you before proceeding.

3. Payment

Payment is required in full at the time of ordering. We accept payment via the methods available at checkout. All transactions are processed securely through our third-party payment provider.

We do not store your payment card details. Please refer to our Privacy Policy for further information.

4. Personalised & Custom Items — Right to Cancel

Important: Under the Consumer Contracts Regulations 2013, personalised and custom-made items are exempt from the standard 14-day right of cancellation. Once production of your personalised or custom item has begun, we are unable to accept a cancellation or return unless the item is faulty or not as described.

This exemption applies to:

• Items engraved or printed with personalised text, names, dates, or messages
• Custom designs made to your specific requirements
• Bespoke items made to order that cannot be resold

For non-personalised items, your standard right to cancel within 14 days of delivery applies. Please see Section 6 (Returns & Refunds) for details.

If you wish to cancel an order for a personalised item before production has started, please contact us as soon as possible. We will do our best to accommodate cancellation requests made promptly, but cannot guarantee this once work has commenced.

5. Production Times & Delivery

5.1 Production times

We aim to dispatch orders within the timeframe displayed on our website or communicated to you at the time of ordering. Production times may vary during busy periods (such as Christmas, Valentine’s Day, or Mother’s Day). We will always aim to keep you informed if there is any delay.

We are a small family business and handcraft our products with care — please allow sufficient time when ordering for gifts or occasions with a specific date.

5.2 Delivery

We use Royal Mail and/or courier services to deliver orders. Delivery timescales are estimates and not guaranteed. We are not responsible for delays caused by the postal or courier services once your order has been dispatched.

Risk in the goods passes to you upon delivery. Please ensure your delivery address is correct when placing your order. We cannot be responsible for non-delivery resulting from an incorrect address provided by the customer.

5.3 Lost or delayed parcels

If your order does not arrive within the expected timeframe, please contact us and we will investigate with the relevant postal or courier service. Royal Mail considers a parcel lost after 10 working days (UK) or 20 working days (international). We will work with you to resolve the situation as quickly as possible.

6. Returns & Refunds

6.1 Faulty or damaged items

If your item arrives damaged or is faulty, please contact us within 14 days of delivery with a photograph of the issue. We will offer a replacement, repair, or full refund as appropriate. You will not be required to return the item unless specifically requested.

6.2 Items not as described

If your order does not match what was agreed (for example, if we made an error in the personalisation), please contact us within 14 days of delivery. We will arrange a remake or refund at no cost to you.

6.3 Non-personalised items

For non-personalised items, you have 14 days from the date of delivery to notify us that you wish to return the item, and a further 14 days to return it. Items must be returned in their original, unused condition. You will be responsible for the cost of return postage unless the item is faulty or not as described.

6.4 Personalised items

As noted in Section 4, personalised and custom-made items cannot be returned unless they are faulty or not as described. We are unable to offer refunds or exchanges where you have simply changed your mind or where the personalisation details were provided incorrectly by you.

6.5 Refunds

Refunds will be processed to the original payment method within 14 days of us receiving the returned item (or, for faulty items, within 14 days of agreeing a refund). We do not charge any restocking fee.

7. Intellectual Property

All designs, images, product photography, and content on our website are the property of Fenwick Family Crafts and are protected by copyright. You may not reproduce, copy, or use our designs or content without our prior written permission.

Where you provide us with text, images, or other content for a custom order, you confirm that you have the right to use that material and that it does not infringe any third-party intellectual property rights. You grant us a non-exclusive licence to use that material solely for the purpose of fulfilling your order.

Please note that we are unable to reproduce copyrighted logos, licensed characters, or brand imagery without the appropriate licences in place.

8. Limitation of Liability

To the extent permitted by law, Fenwick Family Crafts’ total liability to you in connection with any order shall not exceed the price you paid for that order.

We are not liable for:

• Indirect or consequential losses
• Loss of profit or business
• Delays caused by postal or courier services
• Errors in personalisation details provided by the customer
• Damage caused by misuse of our products

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other matter where liability cannot be excluded by law.

Your statutory rights as a consumer under UK law are not affected by these terms.

9. Product Care & Suitability

Care instructions may be included with your order or available on our website. We recommend following any care instructions provided to maintain the quality and longevity of your item.

Unless specifically indicated, our products are intended for decorative or gifting purposes. Please consider the suitability of items for any specific purpose before ordering.

10. Complaints

We take pride in our work and want every customer to be delighted with their order. If you have a complaint, please contact us in the first instance using the contact form on our website. We aim to respond to all complaints within 3 working days and resolve issues as quickly as possible.

If you are not satisfied with our response, you may seek assistance from an alternative dispute resolution (ADR) service or contact Citizens Advice (www.citizensadvice.org.uk) for guidance.

11. Governing Law

These Terms & Conditions are governed by the laws of Scotland and the United Kingdom. Any disputes arising from these terms or your use of our website shall be subject to the exclusive jurisdiction of the Scottish courts.

12. Changes to These Terms

We may update these Terms & Conditions from time to time. The current version will always be available on our website. Continued use of our website or purchasing from us after any changes constitutes acceptance of the updated terms.

13. Contact Us

If you have any questions about these Terms & Conditions, please get in touch:

Fenwick Family Crafts

Dundee, Scotland

www.fenwickfamilycrafts.co.uk

Contact: info@fenwickfamilycrafts.co.uk

Thank you for supporting our family business. We look forward to creating something special for you.