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TERMS & CONDITIONS

Fall with Grace Ltd

1. About Us

This website is operated by Fall with Grace Ltd, a company registered in England and Wales.

Business details:

Throughout these Terms and Conditions, references to “we”, “us” and “our” refer to Fall with Grace Ltd. References to “you” and “your” refer to the customer purchasing from our website.

By placing an order through our website, you agree to these Terms and Conditions.

2. Our Products

All our products are designed and finished by us in our workshop.

As we work with natural wood, every piece is unique. Natural variations in colour, grain, knots, cracks, markings and texture are to be expected and form part of the character of our products.

These natural characteristics are not automatically considered faults or defects.

Product photographs are provided as a guide. Due to the natural characteristics of timber, differences in lighting and screen displays, the finished product may vary slightly from the images shown.

We make every effort to ensure that product descriptions, photographs and dimensions are accurate. Please read individual product descriptions carefully before placing your order.

Any accessories, props or additional items shown in product photographs are not included unless specifically stated in the product description.

3. Personalised and Engraved Orders

Where a product includes personalisation or engraving, you are responsible for ensuring that all information supplied at checkout is accurate and correctly spelt.

Please carefully check names, dates, wording, capitalisation and any other details before submitting your order.

Our engraving process is case-sensitive, and we will engrave the information as supplied by you.

We do not routinely provide proofs or request customer approval before production. Orders are made using the personalisation details and instructions submitted at the time of purchase.

We cannot accept responsibility for spelling mistakes, incorrect wording or other errors contained in the details submitted by the customer.

If you notice an error after placing your order, please contact us as soon as possible. We will always do our best to help, although changes cannot be guaranteed once production has started.

For products involving customer-supplied photographs, drawings or other artwork, we will use the material provided to create the finished product. We take care to reproduce the supplied material as accurately as possible, but minor differences in detail, appearance and finish may occur as part of the handmade production process.

By submitting photographs, artwork or other materials, you confirm that you have the necessary rights or permission for us to use them for the purpose of fulfilling your order.

4. Placing an Order and Contract Formation

When you place an order through our website, you are submitting an offer to purchase the products selected.

You will receive an automated email confirming that we have received your order. This email is an acknowledgement of your order and does not constitute acceptance.

A contract for the sale of goods is formed when we dispatch your order. At this point, your order is accepted by Fall with Grace Ltd.

Until dispatch, we reserve the right to decline or cancel an order where there is a legitimate reason why we are unable to fulfil it.

This may include circumstances such as:

  • An obvious pricing or listing error.

  • Product availability issues.

  • An inability to fulfil the order for reasons beyond our reasonable control.

If payment has already been taken and we cancel your order, a full refund will be issued.

5. Pricing and Payment

All prices are displayed in pounds sterling (£) unless otherwise stated.

We take reasonable care to ensure that all prices displayed on our website are correct. However, occasionally errors may occur.

If we identify an incorrect price after an order has been placed but before dispatch, we will contact you to explain the error and discuss the available options.

We will not automatically take an increased price without your agreement.

Payment must be made in full at the time of ordering through the payment methods available at checkout.

6. Discount Codes and Promotional Offers

Any discount codes or promotional offers must be applied at the time of purchase, unless otherwise stated in the promotion.

We are unable to apply discount codes retrospectively to orders that have already been placed and paid for.

Discount codes cannot be exchanged for cash or used in conjunction with other offers unless expressly stated.

Individual promotions may have specific conditions, including expiry dates, eligible products and minimum order values. These conditions will apply as displayed at the time of the promotion.

We reserve the right to amend or withdraw promotional offers where necessary, subject to any orders already accepted.

7. Production and Dispatch Times

Many of our products are handmade and made to order. Production and dispatch times may therefore vary depending on the product, personalisation requirements and current order volumes.

Individual product listings will provide an estimated dispatch timeframe.

These timeframes are estimates rather than guaranteed delivery dates, unless expressly stated otherwise.

We always do our best to meet the advertised timescales. However, occasional delays may occur due to circumstances beyond our reasonable control.

Where products with different production times are ordered together, the order will generally be dispatched once all items are complete.

8. Delivery

We currently use trusted delivery providers, including Evri, DPD and Parcelforce. The delivery provider used will depend on the value, size and weight of your order.

Delivery options, charges and estimated delivery times will be displayed during checkout or on the relevant product listing.

Any delivery estimates provided are intended as a guide and are not guaranteed unless expressly stated.

Where tracking is available, delivery information will be provided by email or through the relevant delivery provider.

We recommend keeping an eye on tracking notifications and following any instructions provided by the delivery provider.

We will do our best to keep you informed of any significant delays.

9. Incorrect Delivery Addresses

It is your responsibility to ensure that the delivery address entered at checkout is complete and accurate.

Please carefully check your house number, street name, town, postcode and any additional delivery instructions before completing your purchase.

If you notice an error after placing your order, please contact us immediately. We will do our best to help, although changes cannot be guaranteed once an order has been processed or dispatched.

We cannot accept responsibility for delays, failed deliveries, parcels being delivered to an incorrect address or additional costs arising directly from incorrect or incomplete delivery information supplied by the customer.

Where a parcel is returned to us because an incorrect address was provided, additional postage costs may be payable before we can arrange redelivery.

If an order needs to be redirected or resent due to incorrect information supplied at checkout, any reasonable additional delivery costs may be payable by the customer.

This does not apply where an error has been made by us when processing an address that was correctly supplied at checkout.

Nothing in this section affects your statutory consumer rights or our responsibilities where we are at fault.

10. Failed Deliveries and Uncollected Parcels

If a delivery provider attempts to deliver your parcel but is unable to complete delivery, it is your responsibility to follow the delivery provider’s instructions to rearrange delivery or arrange collection where available.

Please ensure that parcels are collected within the timeframes provided by the delivery provider.

If a parcel is returned to us because it has not been collected or delivery has not been successfully arranged, we may ask you to cover reasonable additional postage costs before arranging redelivery.

If you no longer wish to receive the order, any cancellation or refund will be dealt with in accordance with your statutory cancellation rights and applicable consumer legislation.

We will consider each situation individually and will not make deductions from refunds where doing so would be contrary to your statutory rights.

11. Free Delivery Promotions

We may offer free delivery promotions, including free UK mainland delivery on qualifying orders.

The eligibility requirements and any minimum spend will be displayed on our website or at checkout.

Promotional free delivery applies only to qualifying orders and cannot be applied retrospectively unless otherwise stated.

Where an order is cancelled or returned, any refund of delivery charges will be calculated in accordance with your statutory rights.

12. International Orders and Customs Charges

Our available delivery destinations are those displayed at checkout or expressly agreed with us before an order is placed.

Where international delivery is available, customers are responsible for checking any applicable import duties, customs charges and taxes before placing an order.

Any additional charges imposed by the destination country will be the responsibility of the customer, unless otherwise stated at checkout or required by law.

International delivery times are estimates and may be affected by customs processing or other circumstances outside our control.

13. Damaged, Missing or Incorrect Orders

We take great care when making, checking and packaging every order.

If your order arrives damaged, incomplete, incorrect or appears to have been lost in transit, please contact us as soon as reasonably possible.

Where appropriate, we may ask you to provide photographs to help us investigate the issue.

We will work with the relevant delivery provider where necessary and take appropriate steps to resolve the matter.

Please do not dispose of damaged goods or packaging until we have had an opportunity to investigate, where reasonably possible.

Our responsibility to you under applicable consumer law remains unaffected.

14. Cancellations, Returns and Refunds

We want you to be happy with your purchase. However, your cancellation and return rights depend on the type of product purchased.

Personalised and bespoke products

Under the Consumer Contracts Regulations 2013, the usual 14-day change-of-mind cancellation right does not apply to goods made to the consumer’s specifications or clearly personalised.

This includes products engraved or made specifically to your chosen names, wording, dates or other personal details.

Some products may also be individually made to a customer’s specific requirements.

Where this exemption applies, we are unable to accept returns or cancellations simply because you have changed your mind.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Non-personalised products

For standard, non-personalised products purchased online, you generally have 14 days from the day after receiving your order to notify us that you wish to cancel.

You then have a further 14 days to return the goods.

Please contact us before returning an item so that we can provide the appropriate return instructions.

Items should be returned in their original condition, allowing for reasonable inspection.

Unless the item is faulty or we have agreed otherwise, you are responsible for the direct cost of returning unwanted goods.

Please ensure that returned items are packaged securely to prevent damage during transit. Original packaging is preferred where available but is not an absolute requirement for exercising your statutory rights.

Refunds

Where you are legally entitled to cancel an order, we will process your refund in accordance with applicable consumer legislation.

Refunds will normally be made using the original payment method.

For change-of-mind cancellations, we will refund the cost of the goods and the standard delivery charge. We may withhold a refund until the goods have been returned or you have provided evidence that they have been sent back, whichever happens first.

Faulty or incorrect products

If an item is faulty, damaged, incorrectly supplied or not as described, please contact us.

We will deal with the issue in accordance with your statutory consumer rights, including any applicable rights to a repair, replacement or refund.

Nothing in these Terms and Conditions is intended to limit or exclude your legal rights.

15. Natural Wood and Handmade Finishes

As we work with natural timber, variations in grain, colour, knots, cracks and other natural markings are to be expected.

These characteristics are part of the individuality of handmade wooden products.

Where these characteristics have been reasonably disclosed in the product description, they should be expected as part of the finished item.

We carefully select our materials and take pride in the individuality of every piece we create.

16. Product Care, Installation and Maintenance

We recommend following any care instructions supplied with your product or displayed on our website.

Unless specifically stated otherwise, wooden products should not be soaked in water or placed in a dishwasher.

Appropriate cleaning and maintenance will help preserve the appearance and lifespan of your item.

For shelves and other wall-mounted products, customers are responsible for checking the suitability of their wall, selecting appropriate fixings and ensuring that products are installed securely and correctly.

Any fixings supplied with a product should be checked for suitability for the intended installation. Additional or alternative fixings may be required depending on the wall construction.

We recommend seeking professional installation advice where necessary.

We cannot accept responsibility for damage arising from unsuitable installation, inappropriate fixings or failure to follow installation instructions, except where the issue arises from a defect in the product or another matter for which we are legally responsible.

Please ensure that products are used for their intended purpose and follow any product-specific safety instructions.

17. Intellectual Property

All content on this website, including photographs, product designs, descriptions, branding, logos and written content, belongs to Fall with Grace Ltd or is used with permission.

You may not reproduce, copy, distribute or use our content, designs or photographs for commercial purposes without our prior written permission.

18. Privacy and Personal Information

We take your privacy seriously.

Any personal information collected through our website will be handled in accordance with our Privacy Policy and applicable data protection legislation.

Please refer to our separate Privacy Policy for details of how we collect, use and protect your personal information.

19. Limitation of Liability

We take great care in making and supplying our products.

We are not responsible for losses arising from misuse, failure to follow care instructions, improper installation, alterations or use of a product for a purpose for which it was not designed.

However, nothing in these Terms and Conditions excludes or limits our liability where it would be unlawful to do so.

This includes liability for death or personal injury caused by negligence, fraud, or your statutory rights relating to faulty or misdescribed goods.

20. Customer Service and Contact

We are a small, family-run business and take great pride in looking after our customers.

We aim to respond to customer enquiries within 2 working days. During particularly busy periods, including seasonal and Christmas trading, response times may occasionally be longer.

If you have any questions about these Terms and Conditions, your order or one of our products, please contact us.

Fall with Grace Ltd

Company number: 12720934

Email: fallwithgrace1@gmail.com

Website: www.fallwithgrace.co.uk

21. Changes to These Terms

We reserve the right to update these Terms and Conditions from time to time.

Any updated terms will be published on our website and will apply to orders placed after the date of publication.

The terms applicable to an existing order will be those in force when that order was placed, subject to any changes required by law.

22. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

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