Terms & Conditions

These Terms & Conditions apply to all orders placed with Dart & Elm Embroidery Services. By placing an order, you agree to the terms set out below.

1. Bespoke & Personalised Orders

My embroidered products are made to order and may be personalised specifically for you.

It is the customer's responsibility to check that all information supplied when ordering is correct, including names, spelling, dates, wording, sizes, colours and any other personalisation details.

I will create your order using the information you provide, so please check everything carefully before confirming your order.

2. Handmade Products

As my products are individually embroidered and finished, there may be very slight variations in stitching, positioning, colour or appearance.

These small variations are a natural characteristic of handmade and embroidered products and are not normally considered faults.

3. Payment

Payment must be made in full before work on an order begins, unless otherwise agreed in writing.

An order is not confirmed until the required payment has been received.

4. Changes to Orders

If you need to change your personalisation details, please contact me as soon as possible.

I will always try to accommodate changes where I can. However, once work has started, it may not be possible to change the order.

If a requested change means that materials or work already completed cannot be used, additional charges may apply. These will be discussed with you before any further work is carried out.

5. Cancellations & Returns

As personalised and bespoke products are made specifically for each customer, they cannot normally be returned or exchanged simply because you have changed your mind.

This does not affect your statutory rights.

If an item is faulty, damaged, not as described or does not meet the standards required by law, please contact me as soon as possible so that I can resolve the problem.

6. Faulty or Incorrect Orders

I take great care when making and checking every order.

If I have made an error with your personalisation, or your item arrives faulty or damaged, please contact me with details of the problem and photographs where possible.

Where appropriate, I will arrange a repair or replacement at no additional cost. Depending on the circumstances, you may also have other remedies available under your statutory consumer rights.

Errors resulting from incorrect information supplied by the customer are not considered faults. However, please contact me if this happens and I will see whether I can help.

7. Turnaround Times

Any turnaround or completion times provided are estimates unless a specific date has been expressly agreed.

During particularly busy periods, orders may take longer than usual. If I become aware of a significant delay affecting your order, I will contact you as soon as reasonably possible.

If you require an item for a particular date, please tell me before placing your order so I can confirm whether this is achievable.

8. Delivery

Customers are responsible for providing a complete and accurate delivery address.

I cannot accept responsibility for delays or delivery problems caused by incorrect information supplied by the customer.

If your order appears to have been lost or damaged during delivery, please contact me so that I can investigate and, where appropriate, arrange a solution.

9. Customer-Supplied Items

Where I agree to embroider an item supplied by the customer, embroidery is carried out with care.

However, embroidery involves machinery and there is always a small risk of unexpected damage to fabrics or garments, particularly where the material is delicate, worn, previously damaged or unsuitable for machine embroidery.

Any arrangements concerning customer-supplied items, including responsibility for accidental damage, will be made clear before I accept the work.

10. Designs & Images Supplied by Customers

If you provide a logo, image, design or other material for embroidery, you are responsible for ensuring that you have permission to use it.

I reserve the right to refuse to reproduce material that I reasonably believe may infringe another person's intellectual property rights or is otherwise unlawful.

11. Colours & Product Appearance

Colours may appear slightly different on different screens and devices. Thread and fabric colours may therefore vary slightly from how they appear in photographs.

Where exact colour matching is important, please discuss this with me before ordering. I am happy to meet in person before embroidery commences so you can check test stitch samples.

12. Statutory Rights

Nothing in these Terms & Conditions is intended to exclude or restrict any rights you have under UK consumer law.

Goods must be as described, of satisfactory quality and fit for their intended purpose, where applicable.

13. Contact

If you have any questions about an order or these Terms & Conditions, please contact the owner, Kate Campbell:

Business: Dart & Elm Embroidery Services
Email: dartandelm@gmail.com
Facebook Messenger: Dart & Elm Embroidery Services