Terms & Conditions

Handcraft with Soul

Last updated: 7 July 2026

These Terms & Conditions explain the rules for using our website and purchasing products from Handcraft with Soul.

By placing an order on our website, you agree to these Terms & Conditions. Please read them carefully before ordering.

Our website address is:

handcraftwithsoul.co.uk

Handcraft with Soul is referred to in these terms as “we”, “us” or “our”.

1. About us

Handcraft with Soul is a handmade personalised gifts and keepsakes business based in the United Kingdom, operated by Diana Jedlikowska, trading as Handcraft with Soul.

Our contact details are:

Diana Jedlikowska, trading as Handcraft with Soul

34 Flax Meadow Lane

Axminster

EX13 5FJ

United Kingdom

Email: [email protected]

Website: handcraftwithsoul.co.uk

We are not currently VAT registered, so VAT is not charged or shown on our prices or invoices. If this changes, this page will be updated.

By placing an order on our website, you confirm that you are at least 18 years old, or that you are placing the order with the involvement of a parent or guardian.

2. Our products

We create handmade, made-to-order and personalised products, including frames, keepsakes, angel decorations, family tree frames, wedding gifts, birth keepsakes, charms and home decor items.

Many of our products are personalised using details provided by the customer, such as names, dates, messages, hair colours, outfit colours, birth details, family details, pet details or engraved text.

Because our products are handmade, small variations in colour, flowers, layout, materials or details may occur. This is part of the handmade process and makes every item unique.

We always aim to keep the same overall style, quality and character shown in the product photos.

3. Product images and descriptions

We do our best to show and describe our products as accurately as possible.

Product colours may appear slightly different depending on your device screen, lighting or display settings.

Photos are for guidance. As each item is handmade and often personalised, the final product may not be identical to the photos, but it will be made in the same style and with care.

4. Personalisation details

Please enter all personalisation details carefully when placing your order.

This may include:

names
dates
messages
birth details
hair colours
hairstyles
outfit colours
flower colours
number of figures
pet details
text for plaques or engraving
messages for the back of frames
other custom details

We will create your order using the information you provide.

Please check all spelling, dates, punctuation and details before placing your order. We are not responsible for mistakes in personalisation details provided by the customer.

If you notice a mistake after ordering, please contact us as soon as possible. If we have not started making your order yet, we may be able to update it.

5. Custom requests

If you would like a custom design or a change that is not shown on the product page, please contact us before placing your order.

We will let you know whether your request is possible and whether any extra cost applies.

We reserve the right to refuse a custom request if we are unable to create it, if materials are unavailable, or if the request is unsuitable for our products or brand.

6. Placing an order

When you place an order through our website, you are making an offer to purchase the product or products in your basket.

After placing your order, you should receive an order confirmation email.

This email confirms that we have received your order. It does not mean that your order has been accepted if there is an issue with payment, stock, product availability or personalisation details.

We reserve the right to contact you if we need more information before making your order.

7. Order acceptance

Your order is accepted when we confirm that it can be made and processed.

We may refuse or cancel an order if:

payment is not received
the product or materials are unavailable
there is an error in the price or product description
the personalisation request is unclear or unsuitable
we are unable to deliver to the address provided
we believe the order may be fraudulent or suspicious
there is another reasonable reason preventing us from completing the order

If we cancel an order after payment has been taken, we will refund the amount paid within 14 days.

8. Prices

All prices are shown in pounds sterling (£ GBP).

We are not currently VAT registered, so no VAT is added to our prices.

Prices may change from time to time, but changes will not affect orders already placed and accepted.

Delivery costs, if applicable, will be shown at checkout before you complete your order.

If a product has optional extras, such as an additional figure, pet or message on the back of the frame, the extra cost will be shown on the product page or at checkout.

9. Payments

Payment must be made at the time of placing your order.

Payments are processed securely by third-party payment providers available at checkout.

We do not store your full card details on our website.

Depending on the payment method you choose, payment may be processed by providers such as Stripe, WooPayments, PayPal or another secure payment provider.

10. Production time

Most of our products are handmade to order.

Our typical production time is 5–10 working days from order confirmation, depending on the product and the level of personalisation. This is shown as guidance only and is separate from delivery time.

During busy periods, such as Christmas, Mother’s Day, Father’s Day, Grandparents’ Day, wedding season or other special occasions, production time may be longer, and we will let you know if this is the case.

If we are unable to meet an agreed date, we will contact you as soon as possible. Unless a specific delivery date has been agreed in writing, your order will be delivered without undue delay and, in any event, within 30 days, in line with the Consumer Rights Act 2015.

If you need your order for a specific date, please contact us before placing your order.

11. Delivery

We currently ship within the United Kingdom.

Delivery options and costs will be shown at checkout.

Once your order has been completed and dispatched, delivery time will depend on the postal or courier service used.

We are not responsible for delays caused by postal services, couriers, incorrect delivery details or circumstances outside our control.

Please make sure your delivery address is correct before placing your order.

12. International delivery

International delivery may be available on request.

If you would like your order delivered outside the UK, please contact us before placing your order.

International orders may be subject to customs fees, taxes, duties or import charges. These charges are the responsibility of the customer.

We are not responsible for delays caused by customs or international delivery services.

13. Gift orders

You can send your order directly to another person by entering their delivery address at checkout.

We do not include pricing information inside gift parcels.

Please make sure the recipient’s delivery address is correct before placing your order.

14. Order changes and cancellations

If you need to change or cancel your order, please contact us as soon as possible.

If we have not started making your order yet, we may be able to change or cancel it, and any refund due will be paid within 14 days.

Once your order has been started, personalised or completed, changes or cancellations may not be possible.

This is especially important for personalised and made-to-order products.

15. Returns and refunds

Please read our Returns & Refunds Policy before placing an order.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 28, goods made to your specification or clearly personalised are excluded from the standard right to cancel. Because our personalised and made-to-order items are produced specially for you, they cannot usually be returned or refunded if you simply change your mind, no longer want the item, or provided incorrect personalisation details.

Non-personalised items may be returnable within 14 days of receiving your order, provided they are unused, in their original condition and returned safely.

Where a refund is due, we will process it within 14 days of receiving the returned item, or within 14 days of your cancellation if the item has not yet been dispatched.

Return postage costs are the responsibility of the customer unless the item is faulty, damaged or incorrect.

This does not affect your statutory rights.

16. Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Please include:

your order number
clear photos of the item
clear photos of the packaging
a short description of the issue

We will review the issue and do our best to resolve it as quickly as possible.

Depending on the situation, we may offer a repair, replacement, partial refund or full refund. Any refund due will be paid within 14 days.

17. Incorrect personalisation provided by the customer

We make personalised products using the details provided by the customer at checkout.

If a customer enters a name, date, message or other detail incorrectly, we cannot offer a refund or replacement once the item has been made.

Please check all personalisation details carefully before placing your order.

18. Mistakes made by us

If we make a mistake with your order, please contact us.

We will do our best to put it right. This may include correcting the item, sending a replacement or offering a suitable refund, depending on the issue.

19. Product care

Our products are handmade decorative items and should be handled with care.

Unless stated otherwise, our products are intended for indoor decorative use only.

Please keep products away from excessive moisture, direct heat, strong sunlight and rough handling.

Small decorative parts may be delicate. Our products are not toys and should be kept out of reach of young children where appropriate.

20. Safety notice

Some products may contain small parts, decorative flowers, wooden details, cords, ribbons or other embellishments.

These products are for decoration only and are not suitable as toys.

Please keep them away from babies, young children and pets unless used under adult supervision and placed safely out of reach.

21. Intellectual property

All product designs, photographs, text, branding, logos and website content belong to Handcraft with Soul unless otherwise stated.

You may not copy, reproduce, sell, use or distribute our content, product designs or images without our written permission.

You may share our website or social media content for personal, non-commercial purposes as long as Handcraft with Soul is clearly credited.

If you leave a review or feedback that includes your own photos of our products, you grant us a non-exclusive, royalty-free licence to display and share that photo on our website and social media, for the purpose of showcasing our products and customer feedback. You can ask us to remove it at any time.

22. Website use

You agree not to misuse our website.

You must not:

attempt to damage or disrupt the website
use the website for fraudulent purposes
copy website content without permission
upload harmful code or viruses
attempt to access areas of the website without permission
use the website in a way that breaks the law

We may restrict access to our website if we believe it is being misused.

23. Third-party links

Our website may contain links to third-party websites, such as payment providers, delivery services or social media platforms.

We are not responsible for the content, privacy practices or terms of third-party websites.

Please check their own policies before using their services.

24. Privacy and cookies

Your privacy is important to us.

Please read our Privacy Policy and Cookie Policy to understand how we collect, use and protect your personal information.

25. Events outside our control

We are not responsible for delays or failure to perform our obligations where this is caused by events outside our reasonable control.

This may include postal delays, courier delays, severe weather, strikes, illness, supply issues, technical problems, system failures or other unexpected events.

If such an event affects your order, we will do our best to contact you and find a reasonable solution.

26. Limitation of liability

We do not exclude or limit 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 as a consumer.

We are not responsible for business losses, loss of profit, loss of opportunity or indirect losses.

Our products are intended for personal and domestic use.

27. Your statutory rights

Nothing in these Terms & Conditions affects your statutory rights.

If an item is faulty, damaged, not as described or not fit for purpose, you may have legal rights under UK consumer law, including the Consumer Rights Act 2015.

28. Changes to these Terms & Conditions

We may update these Terms & Conditions from time to time.

Any changes will be posted on this page with an updated “Last updated” date.

The Terms & Conditions that apply to your order are the ones in place at the time you place your order.

29. Governing law

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

If a dispute cannot be resolved between us, it will be dealt with by the courts of England and Wales, unless consumer law gives you the right to use the courts of another part of the United Kingdom.

30. Contact us

If you have any questions about these Terms & Conditions, please contact us: