Terms & Conditions
1. The Contract Between Us
1.1 - We must receive payment of the whole of the price for the goods that you order before your order can be accepted. Once payment has been received by us we will confirm that your order has been accepted by sending an e-mail to you at the e-mail address that you provide in your order details. Our acceptance of your order brings into existence a legally binding contract between us.
All prices are inclusive of VAT where applicable. Postage and Packaging and additional charges for ie. personalization, framing etc are added as you complete the order and will also be explicitly stated at the checkout. Postage options are also clearly stated at the checkout. For some items we specify the preferred delivery option.
2.1 - The prices payable for goods that you order are as set out in our website and all prices are quoted in pounds sterling. You can use Visa, Mastercard, Amex or Paypal.
2.2 - You will be required to pay extra for delivery unless otherwise stated. It might not be possible for us to deliver to some locations. You will be provided with the total price of the transaction including postage and packing before you complete your purchase. There are no hidden extra costs. All our delivery charges are set out on our website.
2.3 - No items will be dispatched until full payment has been made.
3. Right For You To Cancel Your Contract
3.1 - You may cancel your contract with us for the goods that you order at any time up to the end of the 7th working day starting the day after delivery of the ordered goods. You do not need to give us any reason for cancelling your contract, nor will you have to pay any penalty.
3.2 - You cannot cancel your contract if the goods that you have ordered are custom made to a specific size or specification or personalised.
3.3 - To cancel your contract you must notify us in writing. This should be submitted in written form and posted to us or by e-mail to the following e-mail address: email@example.com
3.4 - If you have received the goods before you cancel your contract then unless under Clause 3.2 you do not have the right to cancel you must send the goods back to our contact address. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at our contact address as soon as possible. The costs of returning goods will be paid by you. Please see Returns Policy for more details.
3.5 - Once you have notified us that you are cancelling your contract any sum debited to us from your card will be re-credited to your account as soon as possible and in any event within 30 days of your order provided that the goods in question are returned by you and received by us in the condition that they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
4. Cancellation By Us
4.1 - We reserve the right to cancel the contract between us if:
4.1.1 - we have insufficient stock to deliver the goods that you have ordered;
4.1.2 - we do not deliver to your area; or
4.1.3 - one or more of the goods that you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers
4.2 - If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
4.3 - We cannot sell alcoholic products to anyone under 18. For this reason, we may refuse an order or refuse to make a delivery at our discretion. By placing an order you confirm that both you and the person the order is to be delivered to, are aged 18 years or over.
4.4 - We do not sell to minors.
5. Delivery of Goods to You
5.1 - We will deliver the goods ordered by you to the address that you give us for delivery at the time you make your order. It is your responsibility to ensure you input this information correctly and that you check for typographical errors.
5.2 - Delivery will be made as soon as possible although any date or period for delivery should be as indicative only. If a product is in stock we aim to send it out on your behalf to your specified delivery address within the time specified against each product. If any item is not in stock we will aim to deliver within 14 days but in any event your delivery will be made not later than 28 days after your order. If we cannot dispatch an item to you within the specified time we will notify you and at your request we will cancel the order and refund your money in full.
5.3 - You will become the owner of the goods that you have ordered when they have been delivered. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction. Refunds cannot be given if your gift is not passed onto you following delivery at the delivery address that you have provided.
5.4 - We will not be responsible for delays in the delivery caused by any third party.
5.5 - *FREE UK DELIVERY voucher code enables free standard delivery to UK mainland only. Minimum order value of £25.
6.1 - If the goods that we deliver are not what you ordered or are damaged or defective or the delivery is of incorrect quantity, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 3 working days of the delivery of the goods in question. Our address for contact and returned products is: The Lovely Keepsake Company Limited, The Stone House, 18 Monckton Rise, North Newbald, York, YO43 4RX or email firstname.lastname@example.org.
6.2 - If you do not receive goods ordered by you within 28 days of the date on which you ordered them, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 40 days of the date on which you ordered the goods. If you notify a problem to us under this condition, our only obligation will be, at your option;
6.2.1 - to make good any shortage or non-delivery;
6.2.2 - to replace or repair any goods that are damaged or defective; or
6.2.3 - to refund you the amount paid by you for the goods in question in whatever way we chose.
6.3 - Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem that you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question under Clause 6.2.3 above.
6.4 - You must observe and comply with all applicable regulations and legislation including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
6.5 - Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights that you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
7.1 - Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at: The Lovely Keepsake Company Limited, The Stone House, 18 Monckton Rise, North Newbald, York, YO43 4RX. And all notices from us to you will be displayed on our website from time to time.
8. Events Beyond our Control
8.1 - We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
9.1 - If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
11.1 - Our customers are reminded that all of our designs are copyright protected and any attempt to reproduce them or any of the images on our site will result in legal action being taken.
12.1 - We do our very best to ensure that all of the information on our website is correct. As many of our keepsake products are handmade, all measurements are approximate and all finishing is to the very best of our ability. Where there is personalised or minute detail there may be slight variances and each product is unique. With our stitch products in particular, the final product can vary greatly in their appearance due to the types of materials supplied by you. We use the same patterns for each item each time and we will not replace items where they do not exactly match the example photograph on the website. With sketches and artwork, the final product relies heavily on the original image supplied and we will do our very best to firstly advise you on the best images to send and should there be any problem with the original image sent, we will endeavour to liaise with you to find a suitable alternative. However, we will not replace a sketch or piece of artwork where it does not exactly match the example photograph on the website.
13. Web Site Usage and Conditions
13.1 - This website and all contents (including all photographs, images, descriptions, and other material of any description) are owned by The Lovely Keepsake Company Limited. It is protected by copyright, which along with all other intellectual property rights belong to The Lovely Keepsake Company Limited. You may only download, print, store and use any material appearing on the Website for the purpose of purchasing or researching the purchase of any product from The Lovely Keepsake Company Limited. You agree not to be involved in modifying, copying, downloading, printing, distributing, displaying or reproducing anything on this website agreed in advance by The Lovely Keepsake Company Limited.
14. Third Party Rights
14.1 - Except for our affiliates, directors, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
15. Governing Law
15.1 - The contract between us shall be governed by and interpreted in accordance with English Law and the English Courts shall have jurisdiction to resolve any disputes between us.
16. Entire Agreement
16.1 - These terms and conditions, together with our current website prices, ordering and delivery details, returns policy, cookies details, contact details and privacy and security policy, set out the whole of our agreement relating to the supply of the goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.
Make Me Something Special Ltd Terms & Conditions
The terms and conditions laid out below are specifically for products created by Make Me Something Special Ltd, Keepsake Creator for the customer on behalf of The Lovely Keepsake Company Limited.
We ask you to read these terms and conditions fully. All orders placed with and accepted by Make Me Something Special Limited are bound by these terms and conditions. By confirming that your order is correct and that you wish to proceed, you agree that you have fully read, understood and agree to our terms and conditions.
All items made by MMSS are branded with our logo.
Proof of Engraving/Design:
We do offer a preview service of your engraving/design free of charge. This must be requested at time of order. Any orders placed through our website or another online or high street retailer without a preview request will be put straight into production. To request a preview, you must request this at time of order on your order form in the ‘Notes section’ at checkout or by contact us by email or phone on the same day your order is placed.
A 3D image will be sent to you by email for your approval before any carving/engraving is carried out. We will begin preparation of your timber in the meantime. Because of this, any Preview requested order can not be cancelled as work will have begun on your order.
Please Note: Previews can add on 2 – 3 extra days to your order time.
Once you receive your preview by email, you will need to approve it by reply email. If you however, are unhappy with the look or layout, you can request any changes by reply email or by phone. Another preview will then be redone and sent by email for approval. Please be aware this can further delay to your order time.
Changes to your order:
If you discover you have made a mistake on the engraving or want to alter your personalisation in any way, this has to done within 24 hours of your order being placed. After that it maybe not possible to make any changes. If, for example, changes need to be made to your personalised engraving after the 24 hours window and we have already begun production, on occasion we can remove the engraving and re-engrave, but this will be at a cost to the customer.
Please do not rely on an email to amend any changes to your order, as emails are not always reliable and can go astray. Please contact us by phone to make sure we have received the changes to your order. As all items are made to order or personalised and cannot be refunded.
If you have made a mistake or need to change the address or anything else that needs bringing to our attention after you have placed your order, this has to be done as soon as possible. If we have already dispatch your goods, we can contact the courier company to make a re-delivery, this will be at a cost to the customer.
Timber is a natural product:
Wood is a natural product and has all manner of colour variations, and whilst we go to great lengths to colour match as much as possible, we cannot guarantee any replication of colour from piece to piece. We also go to great lengths to remove nearly all flaws in the surface of our products. However, wood is a natural product, and removal of every single flaw would render the timber characterless. Accordingly, the customer accepts there may be some flaws, such as small knots, small shakes (slight cracks which are a natural element of the timber), and other minor flaws which MMSS consider will not impair the performance of the product. Whilst MMSS Ltd go to great lengths to ensure the timber has been correctly dried, movement in solid timber cannot be prevented. After delivery, small cracks may appear a few millimetres in width. This is entirely normal and is regarded as part of the natural beauty of the timber. These cracks can be easily filled with a special coloured wax filler. These cracks and movements do not constitute any fault with the timber or product construction; for the sake of clarity, timber is a natural product and will move/change over time and the customer expressly understands and accepts this. Please bear in mind that Timber will absorb moisture, so take care in deciding the location of your product as this will have an effect on its lifespan. All engravings onto wood will never be an exact measurement. We have to allow for the natural product and therefore we allow a few mm tolerance. When engraving the letters, we have to consider that the alphabet letters come in all shapes and sizes. So there won’t be and exact measurement between gaps, because the letters start and finish at different points. When it comes to choosing our Timber, we choose to use the most prized part of the tree – the Heartwood. We are very lucky that the Heartwood contains Medullary Rays. If you would like to read more about Medullary Rays please look under the heading CHOOSE YOUR TIMBER.
Make Me Something Special Ltd cannot be held liable for any mishandling, lack of oiling, inappropriate storage, improper maintenance or incorrect fixing. We do our very best to ensure all of our products are sanded well and do not have any splinters. Please check your product carefully before using or installing it, as a precaution. MMSS can not be held responsible for any injury. Make Me Something Special Ltd recommends only Liberon Oils. The customer agrees to take the correct installation and maintenance oiling as detailed by us in our oiling instructions. Failure to follow this will most likely lead to damage, and Make Me Something Special Ltd cannot be liable for any damage in these circumstances.
Once your product leaves our workshop it goes through many different climates on its journey to you. During this period some movement, cupping and cracks can occur. Once you have taken delivery, there will be a period of time that your product needs to settle into its new environment. This is normal behaviour for solid timber and even though MMSS go to great lengths to store timber correctly and apply oil sufficiently movement in timber cannot be prevented.
Outdoor products and oiling – Items like House Signs, Benches, Swings, Grave Markers and other outdoor items that have been finished with Liberon Superior Danish Oil will need regular oiling and maintenance. Superior Danish Oil is only a water resistant finish. As a guide you will need to re-oil your product 4 – 6 times a year minimum to keep it looking in good condition. This will depend on how exposed to the elements the product is. For less maintenance finishes, you may wish to opt for our Diamond Coating finish.
Please be aware that oil can sometimes sweat from you product due to the climate changes in transit and may need to be rubbed down upon arrival.
Diamond Coating – This is a resin based finish that is harder wearing than the Danish Oil. For items that come in contact with water, like Bath racks and Dog bowl, we finish these items with this particular finish as standard. We do state which items have this finish on the product descriptions. Items like outdoor furniture, swings, house signs and grave markers have an option to include this finish. When it comes to upkeep, this finish is still a weather resistant finish – Not water or weather proof! Over time the sun and rain will remove the finish. Regular upkeep is still advised to keep your product well maintained. You shouldn’t need to treat the timber within 12 months after you have received delivery, however, this is dependant on the weather and where the product is situated and how exposed it is to the elements. Items like Lawn burial markers will need treatment more often.
Top up kits can be purchased from us directly or on the website. Please make sure you read and understand all the documentation before applying this finish.
Live Edge Chopping Boards & Signs:
We make both Chopping Boards and House Signs from, one piece, Waney Edge boards (also known as Natural Edge or Live Edge), which means one edge of the product will feature the natural rustic Waney Edge of the tree. We use only locally sourced English oak from a local historic country estate. These organic wooden chopping boards and house signs will vary in size from the approximate dimension stated on our website because of this feature. If the Bark has survived the drying process, we will leave it on, however, it is not always possible as the bark tends to fall off as the timber dries. Depending on where from the tree your bar has been cut will determine whether you will have a slanted edge or a more angular edge. If you have a preference, you can request this at time of order and we will do our best to select one that suits your requirements.
Please note: The natural edges can be rough to touch and have loose pieces or fibres. If your product arrives with bark still attached to the Waney Edge, this can potentially fall off later. These boards are strictly made to order – they are not returnable or refundable unless faulty. All sizes are approximate, especially our Large Live Edge Chopping Boards which are made from a single piece of timber. The width can be anywhere between 30cm and 40cm. If any of our Live Edge Boards arrive with bark still attached to the edge, there is a chance this can fall off over time. Please also be aware, as these are a 1 piece board, they are prone to movement as well as developing splits and small cracks. These can be filled using wood coloured wax. If you need any assistance with this, please contact us or take a look at your case guide supplied with the board. Any splits found during manufacture, these will be filled by us.
The Large Live Edge Chopping boards will be supplied with small stick on rubber feet. These can be fitted to the board by the customer to keep the board stable on the worktop if any movement or warping occurs that makes the board rock or move when in use.
All of our products are subject to availability and MMSS reserve the right to withdraw any product at any time and/or remove or edit the content on our website. Despite our very best efforts to ensure our product information is current and correct, we cannot guarantee the absence of errors. If there is an error in the product description, we will notify you ASAP, before we dispatch of your order and give you the option of a refund in full, should you wish to cancel your order, or continue with the order with the new information applied.
Product imagery on our website and in the printed media, is offered to you as good representation of the product. If for reasons beyond our control the colour accurateness or size slightly differs from the product you receive, MMSS cannot be held responsible. Bespoke or personalised products may differ slightly from product imagery, this is due to the fact that our products are handmade and timbers differ. Please note that due to the nature of bespoke products, we are unable to offer refunds on these items unless they are found to be faulty. In this rare circumstance, you will be offered a refund in full or receive a replacement.
If you are ordering a pair or a set of products, we always advise you to order them all together to ensure your items are made as similar to each other as possible. We do try our very best to keep multiples as uniform as possible, but because everything is handmade and engraved there will always be slight differences from one product to another, this includes the colour and grain of the timber, font size and final dimensions.
All products are made to order and all sizes are approximate. Orders are made for the customer according to our works schedule. If the customer delays delivery or collection after the products have been made, storage of the goods is entirely at the customers’ risk. MMSS will not be held liable for any damage to the product, no matter how it was caused. MMSS will do our very best to store the items carefully. However, the customer agrees that timber is a natural product and is subject to movement. Movement during the period of storage is at the customers risk. The customer expressly agrees that MMSS is not liable for any movement, as we do not have the correct environmental storage to prevent such movement. MMSS Limited reserves the right to revise prices and details at any time without any notice. If we list a product with the incorrect price due to “any” error, we have the right to refuse or cancel any orders placed prior to the order being delivered. We will always inform you, the customer, of any prices that we increase, and give you the option to cancel your order at no expense to you, the customer, and issue a full refund. Goods are subject to availability. If the timber to make your order is out of stock or unavailable, we will let you immediately and inform you of the estimated delivery date. All products made by MMSS Limited are approximate, but are made as close to the size specified on the products information. All timbers react differently when cut. The customer accepts that these variations in the timbers density and hardness are a natural part of the product, and it is not the fault of MMSS. MMSS will take all reasonable steps to avoid damage from this occuring. In certain circumstances, flaws and faults within the timber may be exposed during the manufacturing process. The customer accepts that this is a natural feature of the timber, and not the fault of MMSS. MMSS will do their best to rectify the situation, but we cannot be held liable for any defects exposed in this way. Your statutory rights of cancellation does not apply to any orders which are made to measure to your specifications. We also use manmade synthetic hemp rope for your swings which is a high quality, marine rope ideal for outdoor conditions. The ropes are hand spliced and the ends of the rope are fused together to prevent fraying. Please see images within the category.
If your bespoke orders are faulty, MMSS Limited reserve the right to take corrective action, which may include returning the faulty product for a repair. We may, at the discretion of MMSS replace the product. If we decide the products need to be returned to the workshop for repair, the customer will arrange, obtain proof of posting and be responsible for the return. Any cost of the return will be accepted by the customer, no matter what the reason, unless the product is found to be faulty due to MMSS. Please be aware that all of our items go through Quality Control and are tested before they leave our workshop. The type of construction, stave width, length and thickness may vary from the sample or from each and every product. There may be occasions where the product are heavily sanded by MMSS Ltd in order to present the best aspect of the timber. This means in some circumstances products may be less than the stated thickness. All of our products carry the MMSS branding.
All items made by MMSS are branded with our logo.
Quotes, sizes and order confirmation:
Whilst we do our best to interpret figures, diagrams, drawings or conversations which detail the sizes, shapes and details of your quote, we are unable to guarantee that this is a correct interpretation of your exact requirements, and cannot be held liable if these subsequently prove to be incorrect. It is up to you the customer to ensure that the sizes, shapes and dimensions detailed in our quote are correct for what you require. Before beginning to make your product, we will produce an order confirmation which states all detail of your bespoke product.
It is also up to you the customer to ensure that sizes, shapes and all the details of your order as detailed in your order confirmation email are correct for what you require. We will not begin to make your order until we have received confirmation that the order details are correct. All measurements are in millimetres, centimetres or inches – this will be specified. Where these have been converted from other forms of measurement, for example imperial measurements or measurements expressed in metres and centimetres, it is up to you the customer to ensure that these are correct, even if provided by us. We do not check or warrant these details for accuracy or validity. Illustrations, descriptions, weights and measurements shall be taken by the buyer as a guide only, and are not binding in detail. MMSS reserves the right without notice and without affecting the validity of the contract to make such changes in materials, dimensions and design as are reasonable and desirable. Colour accuracy of the products viewed on our website cannot be guaranteed due to vagaries of the image reproduction process. Any images and samples should be treated as approximations only.
Toy boxes: It is down to you as the customer to take responsibility for the safety of your child and anyone else using the Toy Box. Even though your Toy Box comes fitted with safety hinges they are not fool-proof. The lid can still be shut with force and can cause injury.
Alphabet Bricks: These are not intended to be used as toys.
Please check over everything you use or give to a child. Please bear in mind wood is a natural product and will be constantly moving. Small cracks can appear which can reveal splinters, sharp edges especially swings and benches which are exposed to outdoor conditions. Even though we go to great lengths to treat our products to ensure as little movement as possible, however, it cannot be prevented and the customer accepts this and accepts that any harm caused by a product is the customers responsibility and not the fault of MMSS.
Orders, under normal circumstances and circumstances within our control, should arrive within 3-5 days for standard items and 7 – 10 days for bespoke orders and by a maximum of 28 working days. MMSS Ltd always makes every effort to deliver goods on time as requested at the time the order was placed. However, we cannot guarantee this, and we will not accept any liability if your order is delivered outside any previously agreed time or date. We will do our best to advise you of any delay or if the item is not available. If there is any damage during delivery, we will endeavour to replace or repair the items as quickly as possible, however we are not liable for any costs you may have incurred. Please note that someone will be required to sign for and carefully check the goods at time of delivery. If there is no one at your shipping address to sign for the delivery, then the courier company reserve the right to deliver to a neighbour if they are willing to sign for it. If the courier has made 2 attempts to deliver your parcel and there is no one available to take delivery, the parcel will be returned to us and a second delivery charge will need to be made. MMSS Ltd will not accept any liability for damage to a product at the customer’s property, or any personal injury to the customer or any third party. MMSS can not be held liable if we are not able fulfil any last-minute changes to your shipping address. Any requests to change a Shipping or Billing address must be put in an email and we will do our best to accommodate. If we are not able to change your address we will notify you by phone/email. If your order has been completed and we have informed you but you are unable to take delivery, MMSS will not be held responsible for any movement in the Timber. Whilst we will take every care to protect your item while we store it until you are ready to take delivery, MMSS can not be held responsible for any damage that may occur, as we are a working workshop and space can become very limited.
MMSS Ltd cannot be held liable for any injury to persons moving or taking delivery no matter how it’s caused. All our UK mainland deliveries are made via courier Interlink Express/DPD or Royal Mail/Parcel Force and TNT, we reserve the right to choose which courier. Delivery hours can vary, general hours are between 7am-8pm. A before 1pm delivery or a Saturday delivery may be arranged at an extra cost. All charges are based on their charges. Delivery to other areas will be sent via an international courier of equal service. Please note that we are mostly able to track the orders with our courier, but can not be held responsible for their service. If you require delivery with full tracking, please contact us on: 01252 703196
All goods must be inspected for damage or shortfall on delivery and must be reported to us within 24 hours of delivery. All orders being transported overseas by the customer must be unwrapped and checked upon delivery and any damage or shortfall must be reported to us within 24 hours and not taken out of the UK. If not MMSS will not be held liable for any damage. No claims for damage can be made after this. Goods will not be left without a valid signature from the Customer or a responsible person. On occasion, by the courier, goods can be left with a neighbour, the customer accepts this and can not hold MMSS responsible for any damages caused unless specified on date of order by the customer.
All delivery notes added to the order will be added to your delivery notes. The couriers will do their best to accommodate, but can not guarantee all requests can be carried out. MMSS can not be held responsible for delivery requests. If a request is made to leave the parcel somewhere, this is the responsibility of the customer and MMSS are not able to take any action if the parcel gets lost or stolen.
Toy Box Delivery:
All toy boxes will be dispatched by our courier TNT on a 8am – 6pm Monday to Friday to door delivery service. Once your order has been completed we will contact you by phone/email to arrange a suitable weekday delivery. If you require a Saturday delivery, this can be provided at an additional cost. You will need to be home to sign for the delivery and to help the courier with taking the Toy Box from the Van and to your front door. If you are unable to do this, you can refuse delivery and TNT will arrange to re-deliver using a low loader van and pallet truck. However, this will be subject to availability.
No couriers are allowed to enter your property for health and safely reasons or take the Toy Box into your home.
If you live in a flat or up a stairway please do let us know before you place your order.
Signing for your toy box – IMPORTANT: You will be asked to sign for the consignment. When you sign for the item – make sure you sign for it as DAMAGED. You need to actually write the word ‘DAMAGED’ instead of a signature on the paperwork or on the screen of the courier scanner. This does not affect you in any way. It simply allows you time to inspect the toy box with out the driver being present. The driver can leave, you do not need to keep him on site for you to open the crate and inspect the toy box.
Loss of a parcel:
The loss of a parcel is beyond our control. Once an order leaves our workshop we are then bound by the Terms & Conditions of the courier. If your parcel has been lost in transit, we must comply with all search procedures they have to do. This can take several days and beyond. Once the courier has determined the location of your parcel, it will be sent on to you ASAP. If the parcel can not be located, then we have to comply with the couriers claims procedures. This can take up to 6 weeks for the courier to arrange a refund and then a week for MMSS to arrange the refund back to the customer. The timescales are beyond our control and are legally binding. We will do everything we can to help speed up the process and in the meantime will keep the customer informed as and when any progress is made.
N.B. Once your product leaves our workshop it goes through many different climates on its journey to you. During this period some slight movement and cracks can occur. Once you have taken delivery, there will be a period of time that your product needs to settle into its new environment.
You may cancel your order at any time so long as the item(s) have not been cut to order, personalised or specific timber ordered for your requirements. You will be refunded in full. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our discretion.
If for any reason you are unhappy with your purchase, please let us know. We ask that you contact us within 24 hours of receipt on 01252 703196 or by email email@example.com. Only items that are blank and not made to order can be returned. All items should be returned within 7 days of receipt in a re-saleable condition. Bespoke/Personalised/Made to order items may only be returned and refunded if they are found to be faulty. We reserve the right to offer the customer a refund or exchange at our discretion. This is a one time only offer and only valid at the time the offer is made. It is not an open-ended offer. Where possible, we would ask that you return the item(s) with the original packaging. We are not responsible for return postage. All returns must be sent back via a recorded signed for delivery at the expense of the customer. If you wish to return an item, please contact us first on: 01252 703196 or email: firstname.lastname@example.org to discuss the return of your item.
Faulty or Damaged Goods:
In the unlikely event that a parcel arrives damaged or faulty, you must contact us within 24 hours of receipt on 01252 703196 or by email email@example.com. If this has not been done, we cannot claim for any damages, this is beyond our control and are the Terms & Conditions of the couriers. Parcels must be collected from the same address it has been delivered to, this again is outside of our control and is part of the Terms & Conditions of our couriers.
After you have contacted us, all items should be returned within 7 days of receipt, via recorded signed for delivery.
Where possible, we would ask that you return the item(s) with the original packaging. We are not responsible for return postage. All returns must be sent back via a recorded signed for delivery at the expense of the customer. If you wish to return an item, please contact us first on: 01252 703196 or email: firstname.lastname@example.org to discuss the return of your item. We will refund your return postage if the fault is down to MMSS.
Once we have received the damaged item back at our workshop, we will inspect it and if possible we will repair it to look as good as new. If this is not possible, then we will replace it asap. MMSS will not accept any claims for damages/discrepancies once the customer has performed any work on the product, including cutting, shaping, finishing or oiling. Any work carried out on the product constitutes immediate acceptance of the product.
Chopping Boards and other wooden products made by MMSS are natural products and must be treated as such. Wood is very susceptible to climate change, heat and water. Never leave your product to soak, do not leave in open sunlight or on a hot surface like an AGA. Do not place your product on a wet or moist surface for long periods of time especially product like chopping boards, draining boards door stops, pet bowls, Bath racks and Duck boards. This will not only cause damage to your product but may stain surfaces or flooring. Bath Racks and Duck Boards may leak some oil when you first begin to use them and they are in a moist environment. Be sure to wipe the oil immediately because if let it may cause some staining. If the oil does leak slightly, rest assured that it will stop, it just needs to acclimatise. Please get advise first from a professional if you are buying our bath rack and you have a stone bath or any bath that is porous.
Products such as Swings, Benches and Welly stands can be left outdoors all year round. However, we do strongly recommend, that if you decide to do this, you must maintain it regularly, especially in the winter months. If you find there are signs of dark staining, a rough feel to the grain, this is a good indication that your product need oiling. Please be aware that staining can occur on stone flooring or decking.