Flutterby Weddings

Terms and Conditions

When you place an order with Flutterby Weddings you are agreeing to our terms and conditions outlined below.

Trading Name & Address:
Flutterby Weddings
23 Old Tatham
Holme on Spalding Moor
York
YO43 4BN

Hours of Business: Monday to Friday 9.30 am to 5.00 pm, excluding bank holidays.
Contact Telephone Number: 0844 351 0182

Please note we are an internet based company we do not allow visitors to our studio.

Definition of Handmade to Order and Ready Made Collections

The 'Handmade to Order' collections are designed and handmade by Flutterby Weddings in our studio. They can be customised to your own specifications and are available in many colour-ways. We do not hold any designs in stock as they are handmade to order and therefore take a little time to make and send out.

The 'Ready Made' collections are designs manufactured by other designers held in stock by us and can be sent to you immediately. We are constantly adding to our Ready Made collections including new ranges and colours.

Ordering

  • Please allow up to 30 days for delivery of our handmade to order designs however if possible we aim to despatch smaller orders quicker subject to stock levels. If in doubt please contact us for confirmation. We always check your wedding date first when you place your order. Please see urgent order section below.
  • Orders of just Weddings Charms ordered without any other handmade items are often despatched within ten working days however this is subject to stock levels. If in any doubt or you would like to enquire if an order can be made in time for your wedding please contact us.
  • Please note that all items are handmade to order and a lot of time and effort goes into their creation. We would therefore appreciate that you do not order multiple items with the sole intent of using us as a trying on service, then returning all or part of the order.
  • If you would like to cancel a bespoke order, please contact us by email within 14 days of placing the order.
  • Non bespoke orders can be cancelled at any time, though please inform us as son as possible. You are also entitled to cancel your order up to 14 days after you have received your order. Please notify us by email if you wish to cancel your order, we cannot process cancellations over the telephone. Refunds will be made as soon as possible after cancelling an order and at the latest within 14 days.
  • Payment is taken at the time of placing your order. Our payment provider EPDQ provides facilities that are fully secure and use a valid encrypted SSL certificate. Upon receipt of your payment we will email you an order confirmation.
  • All Flutterby Weddings products are handmade and as a result some variations do occur, in the event of an item being discontinued a substitute of similar quality will be used. We will inform you before proceeding.
  • Occasionally colour variation may occur with some components and beads, and as a result we advise brides to order goods all together to ensure a perfect match.
  • All photographs on our website are only a representation of products.

Photo Printing Service

  • We are now able to offer a photo printing service for all our wedding charms.
  • To order this service select the option from the customisation drop down menu.
  • When you have placed your order please email us your photograph unfortunately we cannot accept physical photographs mailed to us through Royal Mail. All photographs must be scanned or digital and emailed to us.
  • Please indicate in the email which person in the photo you would like adding to the charm.
  • Due to the size of the charms we can only add one person to each charm. If you require multiple please order additional charms or one of our double photo frame charms.
  • The quality of the print will be determined by the quality of the photo supplied, we can sharped your images slightly but if the photo supplied is very blurred unfortunately the print will be also.
  • We do not supply a clear cover for your photo but they are securely held in place.
  • Our despatch time frame starts once we have received your photograph.

Diary

  • When you place your order it is scheduled in my diary at the earliest available date. You can request your assigned diary date by emailing via our contact us form two working days or greater after placing your order.
  • Please note your diary date is not set in stone and can be subject to change for various reasons. It does however give you a good idea of when you order will be made.
  • Please do not make any firm hair trial appointments based upon your diary date.

Returns

  • Unfortunately I cannot accept returns on bespoke items as they are made to your specific requirements, so please ensure at the  ordering stage that all colours, dimensions and materials are correct. If you are unsure about which bead colours to select we offer a sample service.

  • Unfortunately I cannot accept returns on wedding charms which have been personalised with your photograph.

  • Please do not return items without contacting us first.

  • You are entitled to a 14 day cooling off period in which you can return your item/s for a refund. 
  • If you decide to return an item/s you must notify Flutterby Weddings by email or in writing within 14 days of receiving your order to qualify for a refund. 
  • To notify us you wish to return an item please contact us via our contact us form by selecting 'returns/cancellation' from the drop down menu.
  • A returns code will be allocated to your order and this code must be included with your returned items.
  • Please note that you are liable for the cost of returning an item to us. We would advise items are returned to Flutterby Weddings using recorded delivery or special delivery.
  • Please return all items with their original packaging to ensure they survive their journey through the postal system without getting squashed or crushed!
  • A full refund will be made as soon as possible and no later than 14 days.
  • Please ensure you return the item/s in the same perfect condition that you received then. If an item is returned damaged due to unreasonable use and as result its value has dimished we reserve the right to deduct money from your refund.
  • If we suspect that our returns policy is being abused we reserve the right to refuse future orders.
  • Please advise us as soon as possible if any items arrive damaged.

Bespoke Items

Bespoke designs are designs that have been made to your own specifications or personalised.

  • Unfortunately I cannot accept returns on bespoke items as they are made to your specific requirements, so please ensure at the design and ordering stage that all colours, dimensions and materials are correct. If you are unsure about which bead colours to select we offer a sample service.
  • Payment must be received before bespoke orders can be made.

Delivery

Delivery Methods

  • For Delivery within the UK including Scotland, Wales, Northern Ireland, Jersey, Guernsey and Isle of Man.
  • Wedding Charm orders will be posted by Royal Mail 1st Class Post.
  • Small orders and ready made orders are despatched by 1st class post.
  • Large orders will be posted by Royal Mail Special Delivery.
  • You will receive an automated email once your order has been despatched.
  • Orders posted by Special delivery will require a signature. If Royal Mail are not able to deliver they will leave you a card requesting you to collect from the sorting office. Please note Royal Mail will only hold your parcel for 1 week, after that it will be returned to us.
  • All our prices include standard postage and packaging charges.

Packaging

  • To keep all our prices to a minimum, we do not package hair accessory and comb items separately they are combined and packaged in groups in gift boxes or organza gift pouches. If you are ordering items to be presented as gifts and wish them to be packaged separately please purchase extra gift boxes from the product pages.
  • Wedding Tiaras and Wedding Headbands are always packaged separately so there is no need to purchase any extra boxes but if you are ordering hair accessories with either headbands or tiaras and would like them packaged separately please purchase extra boxes.
  • Jewellery is packaged in sets if purchased together.

Urgent Orders (Weddings within one week)

  • The cost of the above postal charges are included in the price of all our products HOWEVER we strongly advise all brides ordering within one week of your wedding date whose order value is below £80 and wishing to order a handmade to order item to chose the Special Delivery option at the checkout to ensure your order arrives before your wedding date. We charge an additional £4.99 for this service.
  • Flutterby Weddings cannot be held responsible for goods arriving late if the Special Delivery option was not selected at the checkout.
  • Please note items posted by Special Delivery are guaranteed to arrive the day after they have been despatched not the day after you place your order. Our delivery timeframe still stands.

International Orders

  • We ship to the following EU countries: Denmark, Finland, France, Germany, Ireland, Italy, Malta, Portugal, Spain, Sweden, Luxembourg, Netherlands, Cyprus, Greece, Austria and Belgium.
  • Unfortunately if your country isn't listed we do not ship there.
  • We cannot accept urgent orders for despatch outside of the UK.
  • We charge an additional postage fee of £5.50 to ship internationally.

Delivery Time-frames

Hair Accessories, Tiaras, Headbands & Jewellery

  • All handmade to order hair accessories, tiaras, headbands & jewellery designs take time to make. Please allow upto 30 days for delivery however small orders are often despatched quicker subject to bead stock levels. If in any doubt or you would like to enquire if an order can be made in time for your wedding please contact us.

Wedding Charms & Bead Samples

  • Orders of weddings charms & bead samples ordered without any other handmade items are  despatched within two working days however this is subject to stock levels. If in any doubt or you would like to enquire if an order can be made in time for your wedding please contact us.

Ready Made Items

  • Ready made items are usually despatched within 5 working days.
  • Please note if you are ordering Ready Made Items together with Handmade To Order Items they will be despatched together using the above handmade to order timeframe, unfortunately we cannot split orders.

Additional Delivery Information

  • Please note that all items are handmade to order and a lot of time and effort goes into their creation. We would therefore appreciate that you do not order multiple items with the sole intent of using us as a trying on service, then returning all or part of the order.
  • We always check your wedding date first when you place your order. Please see urgent order section below.
  • At very busy times we complete orders by wedding date.
  • If your order cannot be made and despatched in time for your wedding our website will inform you at the checkout stage and not allow you to continue to the payment page.

Bead and Rose Samples

  • Sample orders are despatched quickly usually within two days subject to stock levels.
  • We despatch a variety of sized beads this is dependant upon stock levels.
  • We can only supply one of each bead or rose colour.
  • Please ensure that the colours you have chosen are available for the design you wish to purchase as not all colours are available in every shape or size bead.
  • Please note if you order samples with other items the usual delivery time frame of upto 30 days applies. We cannot ship samples separately.

Packaging

  • To keep all our prices to a minimum, we do not package hair accessory items separately they are combined and packaged in groups in gift boxes or organza gift pouches. If you are ordering items to be presented as gifts and wish them to be packaged separately please contact us before placing your order as we charge a small additional amount for extra gift boxes or pouches.

General

  • Due to my products containing small parts they are unsuitable for children under 3 years old and should never be used as toys or left unsupervised as beads are a choking hazard. We accept no responsibility for injury cause by the misuse of our products.
  • Unless otherwise stated gold and silver refers to the colour and the metal used is silver plated and gold plated. Earrings all have sterling silver hooks as standard. Pendants are available in sterling silver as well as silver plated and gold plated.
  • All crystal is either Swarovski or Czech. Pearls are either Swarovski crystal pearls denoted by * or Czech glass pearls.

Promotions & Giveaways

  • All items must be ordered and paid for by the special offer closing date to qualify for a discount.
  • The discount cannot be combined with any other special offers.
  • The discount only applies to on-line orders through the website.
  • We cannot extend any promotions to customers who have missed the closing date. Please ensure you make a note of the final date of any sale and come back within that date to take advantage of our special offer.
  • Giveaway products can not be substituted for their monetary value.
  • Giveaway products cannot be swapped for other items or colour.

Complaints Procedure

  • In the unlikely event of a complaint please email Flutterby Weddings via our contact us form.

Privacy

PRIVACY POLICY

I am committed to processing personal information about customers in a way that is safe, secure and non-invasive. Under the EU General Data Protection Regulation (GDPR) 2018 this document sets out what data I collect and store when you buy from me, why I collect it, who the information is shared with and the rights of the customer to have the information changed or deleted.

WHAT INFORMATION IS COLLECTED:
Name and address
Email

Debit/credit card information is collected separately by Stripe payment processing.

WHO THE INFORMATION IS SHARED WITH:
Stripe (during payment at checkout)
Royal Mail (when buying postage)

WHY THE INFORMATION IS COLLECTED:
Your name and address is collected in order to provide the products you have purchased from me (under the 'contractual performance' lawful basis of GDPR).
Your email is collected so that I can contact you to let you know your order has been dispatched. It might also be used if I have any queries about your order. (Also under the 'contractual performance' lawful basis of GDPR)

The information is not used for direct marketing such as sales emails.

HOW THE INFORMATION IS COLLECTED:
Directly from customers via the online ordering system on our web site.

WHO MAY SEE THE INFORMATION:
Myself, Gaynor Taylor, sole owner of the business.
Select third parties, i.e. Stripe and Royal Mail.
Other third parties, i.e. law enforcement or tax authorities (only in unusual circumstances).

KEEPING PERSONAL INFORMATION SECURE:
I am committed to keeping customer's personal information secure. It will not be sold, inappropriately shared or accidentally used. Customer's details are only used for direct communication about specific orders over email. All technology in use by me is kept up to date with current security software and is not made available for use by anyone else.

HOW LONG INFORMATION IS KEPT:
Under UK law, business records must be kept for seven years. In the case of invoices and receipts, customer information is also included. This information will be securely disposed of as soon as practical. However customers also have the right to be forgotten and personal information will be removed from my recording system if requested and it does not interfere with the obligations of the business, e.g. submitting taxes.

ACCURACY OF INFORMATION:
This web site relies on customers keeping their information up to date and accurate. Log in to your account using the log in details created when you signed up for an account. You can then change your personal details from within your account.

ACCESS TO PERSONAL INFORMATION:
Under GDPR legislation, customers should have access to their personal information and be given the opportunity to change their details. You also have the right to ask me to change, restrict my use of or delete your personal information. In order to see what information is held about you either:

Log in to your account using the 'log in' button.
OR
Request to see what information is held by sending me a message with your request and including your name and address as used when shopping on this web site.

You can request that I delete your personal information from my website. You can also close your account from within your own account settings.

If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.

CHANGES TO MY PRIVACY POLICY:
As privacy legislation is an ever changing landscape, I will update my privacy policies as required.

CONTACT DETAILS:
Gaynor Taylor
23 Old Tatham
Holme On Spalding Moor, York, YO43 4BN