Terms and Conditions
As all of our products are handmade, decorated, printed and personalised to your requests they will take a little longer to make than the usual off the shelf products. We aim to complete your order within 7-10 working days (depending on what the product is as some only take 1-2 days such as cake toppers) and if it takes longer than usual (especially in seasonal times of the year or a delay in obtaining specific materials) we will update you as soon as possible. So please allow plenty of time to order before your event or occasion.
Please also make sure your order has the correct spellings. We normally send you a proof (photos of our designs) before we start your order. Any errors cannot be rectified if we have already started your order, this may result in you purchasing another item if not checked correctly.
If you no longer require your order please let us know within 24 hours of placing your order, and preferably before we have started your order. I've had many items that have been wasted and cannot be used due to the personalisation and therefore costing money. I will make every effort i can to remind you that you have an order waiting to be collected . Orders MUST either be collected within 7 working days of completion or posted to you at your cost. If your item is not collected it will be advertised for sale or disposed of.
All orders must be paid for in advance. Once you have received and agreed your quote we kindly ask you to pay your invoice or go through our checkout before we start any work. This is to enable us to buy in supplies and materials needed to complete your order. If payment is delayed in any way it will delay your order being ready on time.
You may order items from my Etsy shop and our online shop this will ensure your order is completed in very good time and you receive a receipt for your items.
For orders taken via our Facebook page and Instagram our preferred method of payment is bank transfer (at zero cost). You will find the information and full bank details on your invoice.
If you prefer PayPal as a payment please mention this at time of ordering. A 4% fee (of total invoice) will be added to cover the fees charged by PayPal.
Shipping & Collections
Collections are available from my home in Stevenage in Hertfordshire at an mutually agreeable time and date. Please do not just turn up as i may not be home, it is not a shop premise, day and time must be agreed before hand.
Monday to Friday 10am till 3pm Some evenings from 5pm till 7pm
Saturdays 10 till 12
We use Royal Mail to send all of our parcels. We usually dispatch before midday on the day your order is ready to go and if it's completed in the afternoon it will be dispatched on the following day before midday. We cannot guarantee shipping times as these may vary according to Royal Mail and exceptionally busy seasonal times such as Christmas, we can only give you an approximate guide.
We calculate the postage by the weight of your parcel.
2nd Class Standard delivery 3-5 Days
1kg and over £6.99
1st Class signed for 1-2 Days
1kg and over £8.99
We offer free delivery on all orders over £40
Returns & Cancellations
Due to the nature of what we sell i'm afraid we are unable to accept returns on personalised items if you no longer need or want the item.
We will happily accept a return if it is not personalised within 28 days of purchase.
Order cancellations can only be made within 48 hours of ordering/accepting the order proof. If your order has been started we can only refund you 50% of your payment due to supplies being ordered/used. We will happily refund you 100% if we have not made a start on your order.
All returns requests must be made by email to as soon as possible. Once agree we will send the return address for you to send your item to. Once we have received your item and are happy with the condition we will refund your original order price you paid. All postage costs are the responsibility of the customer for an unwanted item.
We will happily replace faulty or damaged items. Please send us an email to as soon as you can with photos included. We need to receive this within 48 hours of you receiving your item.
When running a creative business, it’s important to respect my buyers’ privacy rights and follow data protection laws. As a business owner myself, i receive certain personal information about customers when they place an order or contact me about a potential order, such as name, postal address, email address, and phone number. The European General Data Protection Regulation (GDPR) and other local data protection laws guard how this kind of personal information is collected and used, and protect the privacy rights of online shoppers. Under these laws, buyers are entitled to certain information, including when, why, how, by whom, and for what purpose personal information is collected, used, and shared by me and my business.
Information i collect
To fulfil your order, you must provide me with certain information, such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a personalised order, for example), if you contact me directly.
Why I Need Your Information and How I Use It
I rely on a number of legal bases to collect, use, and share your information, including:
as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;
if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
Information Sharing and Disclosure
Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.
Transfers of Personal Information Outside the EU
I may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If I am deemed to transfer information about you outside of the EU, I rely on Privacy Shield as the legal basis for the transfer, as Google Cloud is Privacy Shield certified.
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
How to Contact Me
For purposes of EU data protection law, I, Melanie Bull of Melanie’s Art and Design, am the data controller of your personal information. If you have any questions or concerns, you may contact me at firstname.lastname@example.org
If you would like to access, correct or delete personal information held by Etsy, you may contact Etsy at Etsy.com/help for assistance, or send a request directly to Etsy.