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Terms & Conditions

Any reference in these terms and conditions to “we” or “us” refers to Carrie-Lou Crafts

Our contact details are as follows:

Carrie-Lou Crafts

9 Oakhurst Avenue



Da7 5JL

Email [email protected]


We may revise these terms and conditions at any time by updating this posting. You should check this Website from time to time to review the terms and conditions, because they are binding to you. Certain provisions of these terms and conditions may be superseded by expressly designated legal notices or terms located on particular pages of this Website. If you do not wish to accept any new terms and conditions after we have given notice, you should not continue to use this Website.

Ordering from us
You are deemed to place an order with us by ordering via our online checkout process. We will send you an order acknowledgement by email, detailing the products you have ordered.   Many of our goods are made to order or personalised to order, due to this our order times may take longer than other businesses.  Our order times are quoted at between 6-8 weeks over our busiest times in the summer and usually 3-4 elsewhere .   

We may refuse to accept an order:

(a) Where goods are not available
(b) Where we cannot obtain authorisation for your payment
(c) If there has been a pricing or product description error
(d) If you do not meet any eligibility criteria set out in our terms and conditions
(e) If the order is to be delivered outside of the United Kingdom. .
(f)  If your order for personalised products contains content which is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience.

Our prices are reviewed periodically are reviewed on a regular basis.


We will deliver the Products ordered by you to the address which you give for delivery when you make your order. If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which have not been received.

If you wish to arrange for items to be delivered outside of the UK please contact us on [email protected] before placing your order.


Delivery will be made as soon as possible, usually our waiting time is  4-6 weeks for personalised items, rising from this to 8 weeks from May-August if busy.  If payment is made by cheque we will not start work until payment is cleared, thsi time is outside our waiting time. All times quoted on the website do not include weekends or bank holidays.

Whilst we make every effort to deliver goods within the specified timescale (3-4 weeks), on occasion due to unforeseen circumstances we cannot always guarantee delivery in said time, or accept liability for deliveries made outside this timescale. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries

The majority of our products are despatched by Royal Mail and Interlink.  If you have not received your items, you must check with your local sorting office even if you have not received notification from your postman that they are holding items for you.

In the event that we produce an item for you and subsequently the original is returned as undelivered by the postal company used, we reserve the right to charge an administrative fee up to 100% of the sales price of the produced product.

In the event you have not received your order, we must allow the following timescales before we can take further action, and claim back from the relevant carrier for lost items.

Standard delivery: 14 working days from date of despatch

Order Cancellations

For some items, you have the legal right to cancel your order within 7 working days of receiving the goods. However, this does not apply to certain items which we have made, personalised or customised specifically for you.

If you wish to cancel your order you can notify us by email to [email protected] before we have dispatched the goods to you or where goods have already been dispatched to you, the goods must be returned to us in accordance with the 'Returns and exchange' section below.

Please check your order on screen and the confirmation email carefully as we cannot refund products which have been miss-spelt.

We reserve the right to cancel your order at any time and issue a full refund.

The provisions of this clause do not affect your statutory rights.

Returns and exchange

If you are not completely satisfied with the goods, simply return them to us at any time within 14 working days of receipt. If goods are returned within 7 working days of receipt we will issue a full refund including postage and packaging, or an exchange. After 7 working days we will refund the cost of the order minus the postage and packaging charge paid. The costs of returning goods to us shall be borne by you.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back to using a delivery service that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.

Your rights to return the goods to us will not apply in the following circumstances:

-Any products that we have made, personalised or customised specifically for you, including all feeding tube pads. 
-Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
- If you have made a spelling mistake on your order and it has been sent for production.
- You have disposed of the item you have an issue with.

-All of  the items under our groups heading are customised to order and our standard terms for personalised clothing will therefore apply

-If upon placing the order you later decide that you wish to change the colour  or size or if the wrong item is ordered, or you wish to cancel we will not be able to do so without a minimum 25% restocking charge applying on the whole cost of the item.  We will also charge the whole cost of the design fee if the design has already been made.  If the item has already been made or ordered  we will not be able to offer a refund.  

If you return an item because of an error on our part, or because it is defective, we will happily refund the full value of the item and your costs in returning it to us.


 The item(s) must be returned in the condition in which you received it within 30 days of delivery. By the very individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have a change of mind.

We regret that postage and packing costs for unwanted items cannot be refunded.

Please note:
• You have a duty to return the item to us and the cost of doing so is your responsibility, except if the item is faulty or does not comply with the contract.

This returns policy does not affect your statutory rights.

The address for returns is at the top of our terms and conditions.

If the item is faulty we will cover the cost of a second class recorded parcel, or couriered if this is a cheaper rate.  


If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level. Please note you can only use one discount code per order.

Our Multi-buy discounts give discounted rates on bulk orders, to qualify for this you must order the correct amount of items for the discount level chosen, all of which must have the same initial design (left breast, back or other initial design)  This includes the same text and any images.  Should we discover the multibuy discount has been wrongly checked we will contact you to ask for the remainder to make this up to our single item rate.  

I received the wrong item
If the item you received is not what you originally ordered, please contact [email protected] quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

Faulty item
If the item you received is faulty, please contact [email protected] quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. If the item is faulty, please return it to us within 30 days of receipt. Refunds cannot be given if the fault is as a result of misuse.

The colour of the product you receive may not match the colour as displayed by our website on your computer monitor. Please be aware that if colour is important to you, your order is placed at your own risk.


You may retrieve and display the content of the Website on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non- commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the Website without written permission from us.

Unless otherwise stated, the copyright and other intellectual property rights in all material on this Website (including without limitation photographs and graphical images) are owned by us or our licensors. For the purposes of these terms and conditions, any use of extracts from this Website other than in accordance with the clause above for any purpose is prohibited. If you breach any of the terms in these terms and conditions, your permission to use this Website automatically terminates and you must immediately destroy any downloaded or printed extracts from this Website.

No part of this Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission.

Any rights not expressly granted in these terms are reserved.

Service Access

While we endeavour to ensure that this Website is normally available 24 hours a day, we will not be liable if for any reason this Website is unavailable at any time or for any period.

Access to this Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.

Governing Law and Jurisdiction

These terms and conditions shall be governed by and construed in accordance with English law. Disputes arising in connection with these terms and conditions shall be subject to the non-exclusive jurisdiction of the English courts.

We do not warrant that materials/items for sale on the Website are appropriate or available for use outside the United Kingdom and Eire. It is prohibited to access the Website from territories where its contents are illegal or unlawful. If you access this Website from locations outside the United Kingdom and Eire, you do so at your own risk and you are responsible for compliance with local laws.


You may not assign, sub-license or otherwise transfer any of your rights under these terms and conditions.

If any provision of these terms and conditions is found by any court of competent jurisdiction to be invalid, the invalidity of that provision will not affect the validity of the remaining provisions which shall continue to have full force and effect.

We retain the rights to all designs, and, in our costings do not sell on the rights to these designs, or the original files eg digitized embroidery designs, vectors etc.  If you require this please ask at the time of ordering, as an additional costing will apply. 

Design work- We are able to send limited design proofs for badges and clothing covered under your design price.  For designs containing our stock images this is limited to 3 revisions, based around one design (this is a design with the same elements and features and not 3 complete different designs)  For your own designs where you have paid a set up fee to have your own images created this is limited to 7 revisions, based around 1 design.   For stock badge images we are happy to revise twice with a change of stock image or text only.

One your order is placed should you later decide that you wish to change the colour  or size or if the wrong item is ordered, we will not be able to do so without a  25% restocking charge applying on the whole cost of the item.  We will also charge the whole cost of the design fee if the design has already been made.  Should the item be specifically purchased for you we reserve the right to refuse any refund, as goods are personalised to order.     

For items personalised to order we will send out a design proof via email, if the customer does not reply promptly this may cause the order wait to exceed our waiting time,, we cannot control this and will always do our best to contact the customer 

Only the parties to these terms and conditions may seek to enforce them. Nothing in these terms and conditions is intended as granting any persons who are not parties to these terms any rights under the Contracts (Rights of Third Parties) Act 1999.