TERMS & CONDITIONS
1. The Contract Between Us
1.1 - Tiger Moon Creative™ must receive full payment for the goods that you order before your order can be accepted. Once payment has been received 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.
2.1 - All prices are inclusive of VAT where applicable. Postage and Packaging within the UK is free and additional charges for ie. personalisation, 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 if you require international shipping. For some items we specify the preferred delivery option.
2.2 - 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, ApplePay or Paypal.
2.3 - You will be required to pay extra for delivery if you are outside of the UK, 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.
2.4 - 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 - Your order cannot be cancelled once work has started on your personalised item as work will have begun on your order. If you discover you have made a mistake on the order 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 print after the 24 hours window and we have already begun production, we can start again, 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 (07841 827511) 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-delievry, this will be at a cost to the customer.
3.3 - 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.
3.4 - 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 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.
N.B. Once your product leaves our studio it goes through many different climates on its journey to you. Once you have taken delivery, there will be a period of time that your product needs to settle into its new environment.
6. Faulty or Damaged Goods
6.1 - If your item is faulty when it arrives to your address, please sign ‘DAMAGED’. In the unlikely event that a parcel arrives damaged or faulty, you must contact us within 24 hours of receipt, if you wish to return your item(s) on 07841 827511 or by email email@example.com to discuss the return of your item. 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. We will refund your return postage if the fault is down to Tiger Moon Creative™.
Once we have received the damaged item back at our studio, 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. Tiger Moon Creative™ will not accept any claims for damages/discrepancies once the customer has performed any work on the product, including cutting or trying to remove a mark. Any work carried out on the product constitutes immediate acceptance of the product.
6.2 - We will not be responsible for delays in the delivery caused by any third party.
6.3 - The delivery timescales are from time of dispatch not order. All orders are dispatched Monday to Friday. There are no dispatches on weekends. Dispatch timescales do not include production/personalisation time, this is in addition to delivery times.
6.4 - 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. Tiger Moon Creative™ 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. Tiger Moon Creative™ 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, Tiger Moon Creative™ will not be held responsible for any damage to the items. Whilst we will take every care to protect your item while we store it until you are ready to take delivery, Tiger Moon Creative™ can not be held responsible for any damage that may occur, as we are a working workshop and space can become very limited.
Tiger Moon Creative™ 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: 07841827511.
6.5 - 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 Tiger Moon Creative™ 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. Tiger Moon Creative™ can not be held responsible for delivery requests. If a request is made to leave the parcel somewhere, this is the
7.1 - 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 07841827511 or by email firstname.lastname@example.org. Only items that are 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: 07841 827511 or email: email@example.com to discuss the return of your item.
6.2 - 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 Tiger Moon Creative™ will not be held liable for any damage. No claims for damage can be made after this. responsibility of the customer and Tiger Moon Creative™ are not able to take any action if the parcel gets lost or stolen.
* FREE UK DELIVERY enables free standard delivery to UK mainland only.
8.1 - 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 is: Tiger Moon Creative, 25 Avondale, Pinkneys Green, Maidenhead SL6 6SE or email firstname.lastname@example.org or you can call us on 07841 827511.
8.2 - 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;
8.2.1 - to make good any shortage or non-delivery;
8.2.2 - to replace or repair any goods that are damaged or defective; or
8.2.3 - to refund you the amount paid by you for the goods in question in whatever way we chose.
8.3 - 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 8.2.3 above.
8.4 - 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.
8.5 - 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.
9.1 - 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: Tiger Moon Creative, 25 Avondale, Pinkneys Green, Maidenhead SL6 6SE. And all notices from us to you will be displayed on our website from time to time.
10. Events Beyond our Control
10.1 - 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.
11.1 - 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.
13.1 - 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.
14.1 - 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 foil products in particular, the final product can vary greatly in their appearance due to the process. Every effort is made to send you a perfect print but there may be small imperfections due to the foiling process. With artwork, the final product relies heavily on the original image supplied by you 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 piece of artwork where it does not exactly match the example photograph on the website. Please also be aware that each illustration is completely unique and therefore will not be visually the same as the image under each product. You will receive a draft copy for your approval before the artworking and hand foiling process begins.
15. Web Site Usage and Conditions
15.1 - This website and all contents (including all photographs, images, descriptions, and other material of any description) are owned by Tiger Moon Creative™. It is protected by copyright, which along with all other intellectual property rights belong to Tiger Moon Creative™. 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 Tiger Moon Creative™. You agree not to be involved in modifying, copying, downloading, printing, distributing, displaying or reproducing anything on this website agreed in advance by Tiger Moon Creative™.
16. Third Party Rights
16.1 - 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.
17. Governing Law
17.1 - 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.
18. Proof of Design
18.1 - We do offer a preview service of your design free of charge. This will be sent to you via the email you submitted when placing your order. Before the artworking and foiling process begins, you must confirm that you are happy with the illustration/design. To request any particular addition to your order, not set up in the online shopping process, you must request this at time of order on your order form in the ‘Notes section’ at checkout or by contact by email or phone on the same day your order is placed. This may require an additional fee and Tiger Moon Creative™ has the right to reject this request if it is not possible.
Once you have approved your design we will begin preparation of your print in the meantime. Your order cannot be cancelled once work has started on your personalised item 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.
19. Product Information & Care of Our Products
19.1 - Foil 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 on the surface of our products. However, removal of every single flaw would render the foil print characterless. Accordingly, the customer accepts there may be some flaws, such as small flecks, small dots (slight cracks which are a natural element of the foil process), and other minor flaws which Tiger Moon Creative™ consider will not impair the performance of the product. Tiger Moon Creative™ goes to great lengths to ensure the foil print is sent to you with as few imperfections as possible and prints are foiled again if Tiger Moon Creative™ is not happy with the quality so please be assured the print you receive may be a second attempt to get close to perfect for you.
Please avoid hanging up your print in direct sunlight to ensure fading doesn’t occur.
If you order a bauble, please do not place directly next to Christmas Tree lights.
Baubles are not suitable to be outside. Please also avoid direct sunlight, to avoid fading.
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 copies as uniform as possible, but because everything is handmade there will always be slight differences from one product to another, this includes the colour of the foil, font size and final dimensions.
20. Quotes, sizes and order confirmation
20.1 - 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, designs 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. Tiger Moon Creative™ 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.
21.1 - Tiger Moon Creative™ products: It is down to you as the customer to take responsibility for the safety of your child and anyone else who is around a framed print or bauble. Baubles are not for children to play with. Framed prints are made out of glass and should not be used as a toy.
Please check over everything you use or give to a child. The customer accepts this and accepts that any harm caused by a product is the customers responsibility and not the fault of Tiger Moon Creative™.
22. Loss of a parcel
22.1 - The loss of a parcel is beyond our control. Once an order leaves our studio 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 Tiger Moon Creative™ 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.