Terms of sale

1. About these terms

These terms apply to every order placed through this website. The seller is Willow Tree Crafts Ltd, trading as Willow Tree Crafts and as No Troubles Bubbles. 'We', 'us' and 'our' mean that company. 'You' means the person placing the order.

By placing an order you agree to these terms. They are the terms in force on the date of your order; we may change them for future orders by updating this page.

These terms are written for consumers, that is, people buying for themselves and not for a business. If you buy for a business, sections 9 and 10 apply to you differently, as explained there, and the right to cancel in section 8 does not apply.

Our pages on delivery and returns, on personalised goods and your right to cancel, on CLP and allergen information and on privacy and cookies form part of these terms.

Who we are

This website is run by Willow Tree Crafts Ltd, trading as Willow Tree Crafts and as No Troubles Bubbles. Both names belong to the same company, and everything on this page applies whichever name is on the product you buy.

2. Our products

Most of our products are made by hand and to order. Pictures on the website are for illustration. We take care to show and describe products accurately, but colour, pattern, finish, size and weight vary slightly from item to item and from what you see on your screen. These small variations are a normal feature of handmade goods.

Pictures of bath and body products are illustrations only. The colour, container and label of the product you receive may differ from the picture. The product name, ingredients, weight and safety information on its page are what describe the product.

Sizes, weights and capacities are approximate unless stated to be exact.

We may stop selling a product, or change it, at any time. This does not affect an order we have already accepted.

3. Ordering

You must be 18 or over to place an order.

When you place an order you are offering to buy the goods. We send you an email to acknowledge your order; this does not mean we have accepted it. Our acceptance takes place, and the contract between us is made, when we send you the email confirming that your order has been posted.

We may decline an order, for example if a product is unavailable, if there was an obvious mistake in its price or description, if we cannot take payment, or if we cannot deliver to your address. If we decline an order after you have paid, we refund you in full.

You are responsible for giving us accurate details, including your delivery address and any wording, image or choice for a personalised item.

4. Prices and payment

Prices are in pounds sterling and include VAT where it applies. Delivery charges are extra and are shown at the checkout before you pay.

Offers, such as a price for buying several of one kind of product, are applied automatically in your basket when it qualifies and apply only as described. We may change or withdraw an offer at any time; this does not affect an order already placed.

It is always possible that, despite our care, a product is priced or described incorrectly. If the correct price is lower than the price shown, we charge the lower amount. If it is higher, we will contact you and you may either pay the correct price or cancel for a full refund. We do not have to supply goods at a price that was obviously a mistake.

Payment is taken when you place your order. We accept the payment methods shown at the checkout. Payments are processed by our payment providers; we do not see or store your card details. If you pay using a service such as Klarna or PayPal, your agreement for that payment is with that provider and its own terms apply.

The goods remain our property until we have received payment in full.

5. Delivery

We deliver within the United Kingdom only. Our delivery and returns page sets out how and when we send orders and what happens if a parcel is delayed, lost or returned to us.

Any time we give for sending or delivering an order is an estimate. If we cannot deliver within 30 days of your order, or by any date we have agreed with you, you may cancel and we will refund you.

The goods are your responsibility from the time they are delivered to the address you gave us, to a person at that address, or to a neighbour or safe place in line with the carrier's delivery practice.

If delivery fails because the address you gave was wrong or incomplete, or because the parcel was not collected, we may charge you the cost of sending it again.

6. Using our products safely

Each product must be used only for its intended purpose and in line with its label and the instructions and safety information on this website, including our pages on how to use wax melts and on CLP and allergen information.

You are responsible for reading the ingredient, allergen and hazard information for a product, on its label and on its product page, and for deciding whether it is suitable for you and for anyone you give it to. If you are in any doubt, ask us before you buy or do not use the product.

If you give one of our products to someone else, please pass on its label and safety information.

7. If something is wrong with your order

We are under a legal duty to supply goods that are as described, of satisfactory quality and fit for their purpose. If your goods are faulty or not as described, contact us and we will put it right. Under the Consumer Rights Act 2015 you are entitled to a refund if you reject faulty goods within 30 days of delivery, and after that to a repair or replacement, and to a price reduction or refund if a repair or replacement is not possible or does not work.

These rights do not cover fair wear and tear, damage caused after delivery by accident, neglect or misuse, use of a product in a way its label or our instructions warn against, or the normal variations of handmade goods described in section 2.

Our delivery and returns page explains how to report a problem.

8. Changing your mind

As a consumer you have the right to cancel most orders within 14 days of receiving them. That right, how to use it, and the orders it does not apply to, in particular personalised goods and bath and body or other cosmetic products that have been opened or unsealed (which cannot be returned unless faulty), are set out in full on our page about personalised goods and your right to cancel.

9. Our responsibility to you

We do not exclude or limit our liability to you in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the goods as summarised in section 7, and for defective products under the Consumer Protection Act 1987.

Subject to that:

• If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. Loss or damage is foreseeable if it was obvious that it would happen or if, when the contract was made, both we and you knew it might happen.
• We are not responsible for loss or damage that is not foreseeable.
• We are not responsible for loss or damage to the extent that it is caused by a product being used other than in line with its label and our instructions and safety information, being used for a purpose it was not made for, being altered after delivery, or being used after any best before date shown on it.
• We are not responsible for a reaction to an ingredient, allergen or hazard that was declared on the product's label or product page.
• We are not responsible for delay or failure caused by events outside our reasonable control, such as postal delays, strikes, severe weather, illness, or failure of a supplier or of public or private networks. If such an event causes a substantial delay we will tell you, and you may cancel and be refunded for goods you have paid for but not received.

We supply products for domestic and private use only. If you use them for any commercial, business or resale purpose, we have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

10. Business customers

If you buy for the purposes of a business, the consumer rights described in sections 7 and 8 do not apply. All terms implied by law are excluded as far as the law allows, and our total liability to you for any order is limited to the price you paid for it. Nothing in this section limits liability that cannot lawfully be limited.

11. Personalised items and what you send us

When you supply a photograph, wording or design, you confirm that you own it or have permission to use it, that it does not infringe anyone else's rights and is not unlawful or offensive, and that you have the consent of any person shown in it. You give us permission to use it to make your order.

You agree to compensate us for any loss we suffer if a claim is made against us because material you supplied infringed someone else's rights.

We may refuse to make an item for any of the reasons above and will refund you if we do.

12. Our designs and this website

The content of this website, including its text, photographs, illustrations, product designs, logos and the names Willow Tree Crafts and No Troubles Bubbles, belongs to us or to those who license it to us. You may not copy or use it for any commercial purpose without our written permission.

We try to keep the website available and accurate, but we do not promise that it will always be available or free from errors, and we may change or withdraw any part of it.

13. Your personal information

We use your personal information only as set out on our privacy and cookies page.

14. Other important terms

• This contract is between you and us. No one else has any right to enforce any of its terms.
• If a court finds part of these terms unlawful, the rest continue in force.
• If we do not insist straight away that you do something you are required to do under these terms, or delay in taking steps against you, that does not mean you do not have to do it or prevent us taking steps later.
• We may transfer our rights and obligations under these terms to another organisation; we will make sure the transfer does not affect your rights.
• These terms are governed by the law of England and Wales. You can bring legal proceedings about the goods in the courts of England and Wales. If you live in Scotland or Northern Ireland you can instead bring them in the courts of the country where you live.

15. Complaints

If you have a complaint, please email [email protected] with your order number and we will do our best to resolve it. You can also get free advice about your rights from Citizens Advice at citizensadvice.org.uk or on 0808 223 1133.