Terms of service

Where to find information about us and our products

You can find everything you need to know about us, Amanda Wells (Sole Trader), and our products on our website before you order. When you buy from us you are agreeing the following terms and conditions apply.

Out website is hosted on Shopify Inc. who provide us with an online e-commerce platform which allows us to sell our products and services to you.

We can update, change or replace these terms at any time and so you should check this page periodically for any changes.  

We only accept orders when we've checked them

We contact you to confirm we've received your order and then we accept it when we dispatch the product and confirm dispatch to you.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our normal delivery areas, as stated on our website and in our marketing or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: returns@amandawells.co.uk to end the contract and receive a refund for any products you have paid for, but not received, less reasonable costs we have already incurred.

Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. Because our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website can be out by up to 2%.

If you bought online, you have a legal right to change your mind and however you bought you have rights under our guarantee

Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can't change your mind. You can't change your mind about an order for goods that are made to your specifications or are clearly personalised.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: returns@amandawells.co.uk

You have to return the product. You have to return your product to us within 14 days of your telling us you have changed your mind. Returns within the UK are generally free, as part of our goodwill guarantee. You can:

• bring the product to East Fenton Farmhouse, North Berwick, East Lothian EH39 5AH or by contacting our Customer Service Team: returns@amandawells.co.uk
• send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for products which can't be posted, see our Delivery and Returns FAQs.

Sale or promotional items. We will charge £5.00 per box for returning items that were purchased during a sale or promotional period.

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which damages it to the extent that we cannot sell it at full price, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered we will refund you as soon as possible and within 14 days of the scheduled date of arrival. If we are collecting an item from you, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must either bring it back to us or contact our Customer Service Team: returns@amandawells.co.uk We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk Remember too that you have several options to resolve disputes with us.

Summary of your key legal rights The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: ·      Up to 30 days: if your goods are faulty, then you can get a refund.  ·      Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.  ·      Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

We can change products and these terms

Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements;
• to make minor technical adjustments and improvements. These are changes that don't affect your use of the product. 

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

• you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect the product ("click and collect") but you don't do this within 90 days then (unless the product is made to your specifications or is clearly personalised) we treat your order as cancelled and refund the purchase price, see if you bought online above.

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
• Avoidable: Something you could have avoided by taking reasonable action. For information on care and safety of our products please refer to the Care & Safety Regulations information on our website. 
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We use your personal data as set out in our Privacy Notice 

How we use any personal data you give us is set out in our Privacy Policy.

You have several options for resolving disputes with us

Complaints. Our Customer Service Team: will do their best to resolve any problems you have with us or our products or our service. Please use the details on our Contact page to raise any issues.

Disputes. We aim to resolve any dispute you have with us amicably. These terms are governed by Scottish law and wherever you live you can bring claims against us in the Scottish courts. If you live in England, Wales or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll contact you to let you know if we plan to do this. If you're unhappy with the transfer you can contact our Customer Service Team: hello@amandawells.co.uk to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.