Legal
Please read these terms before you order. They do not affect your legal rights as a consumer.
Last updated
EllTheLabel is a trading name of [to be added]. Our address is [to be added]. You can contact us by email at shopellthelabel@gmail.com.
These terms apply when you buy from us through this website as a consumer. By placing an order you agree to them.
When you place an order we email you to confirm we have received it. The contract between us starts when we send that confirmation. If we cannot accept your order, for example because a piece is no longer available, we will tell you and refund any payment in full.
Please check your order before you pay, especially colours and delivery details. If you spot a mistake, contact us straight away.
Every piece is crocheted by hand. Small differences in size, shade and stitching are part of the craft and are not faults. Colours on screen can look slightly different in person.
Our prices are set in pounds sterling. UK delivery is included. Delivery to other countries is charged at the rate shown at checkout.
If you shop from another region, prices are converted into your local currency at our current rates and you pay in that currency. The price you pay is the one shown at checkout when you order. Your card provider may add its own charges.
If we make an obvious pricing error, we will tell you before we make your piece and you can choose to go ahead at the correct price or cancel for a full refund.
Payment is taken in full when you place your order. Card payments are processed securely by Stripe, and by PayPal if you choose it. Your card details are entered on their secure pages and never reach us.
From time to time we offer discount codes and giveaways:
Most pieces are made and sent within 5 to 10 business days, plus delivery time to your country. These times are estimates. We will tell you if something will delay your order. If we do not deliver within 30 days and have not agreed a later date with you, you can cancel for a full refund.
Your piece is your responsibility once it is delivered to the address you gave us.
Deliveries outside the UK may be charged import VAT, customs duty or handling fees by the destination country or carrier. These are not included in our prices and are paid by you. If you refuse to pay them and the parcel is returned to us, we will refund the order minus the delivery costs we were charged.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel an order for a piece made in the colour shown on its product page within 14 days of the day you receive it, without giving a reason.
This right does not apply to goods made to your specifications or clearly personalised. That includes pieces made in colours you chose and bespoke orders. If you want to cancel one of these before we start making it, contact us straight away and we will refund you in full.
To cancel, tell us by email at shopellthelabel@gmail.com with your order number. Then send the piece back to [to be added] within 14 days of telling us, unused and in its original condition. You pay the return postage. We refund the price and the standard delivery charge you paid within 14 days of receiving the piece, or of you showing us you have sent it, whichever is sooner. We may reduce the refund if the piece has been used or handled more than needed to look at it.
Under the Consumer Rights Act 2015 your piece must be as described, fit for purpose and of satisfactory quality. If it is not:
Contact us as soon as you can with your order number and a photo. We pay the cost of returning faulty items. Normal wear, misuse, and the small variations of handmade work are not faults. Our care guide explains how to keep your piece looking its best.
We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses, as our pieces are for personal use.
Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited under UK law, including your rights under the Consumer Rights Act 2015.
If you are unhappy with anything, please contact us by email at shopellthelabel@gmail.com and we will do our best to put it right. For free independent advice, contact Citizens Advice on 0808 223 1133 (England and Wales) or Advice Direct Scotland on 0808 164 6000.
The EU Online Dispute Resolution platform cannot be used for purchases from UK traders.
These terms are governed by the law of England and Wales, and you can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts. If you live elsewhere, you keep any protection the law of your country gives you.
We may update these terms. The terms that apply to your order are the ones shown here when you placed it.
