Terms of service

Terms and Conditions

Effective date: 12th July 2026

These Terms and Conditions apply to the use of the Handmade by Joyemma website and to orders placed through our website.

Please read them carefully before placing an order. By using our website or purchasing from us, you agree to these Terms and Conditions.

1. About us

Handmade by Joyemma is a trading name of:

Legal owner or business name: Handmade by Joyemma
Business address: TBC
Email: hello@handmadebyjoyemma.co.uk
Website: www.handmadebyjoyemma.co.uk

Throughout these Terms and Conditions, “we,” “us” and “our” refer to Handmade by Joyemma.

“You” and “your” refer to the person using our website or placing an order.

2. Our products

We sell personalised gifts, clothing, cards, prints, keepsakes, decorations, craft products and other handmade or made-to-order items.

Many of our products are created especially for the customer and may include names, ages, photographs, dates, custom wording, colour choices or other personal details.

Product descriptions, photographs, sizes, prices and available options are displayed on the relevant product page.

Please read the complete product description before ordering.

3. Handmade products and minor variations

Many Handmade by Joyemma products are handmade, printed, engraved, cut or assembled individually.

Small variations may occur between products, including slight differences in:

Colour
Positioning
Sizing
Grain or natural markings
Engraving depth
Print placement
Finish

These minor variations are a normal feature of handmade and personalised products and do not necessarily mean that an item is faulty.

Natural materials such as wood, slate and stone may contain variations in grain, tone, texture, shape or markings.

Colours may also appear slightly different depending on screen settings, lighting and the material onto which the design is printed.

This does not affect your rights where a product is faulty, materially different from its description or incorrectly supplied.

4. Personalisation information

You are responsible for entering complete and accurate personalisation information when placing your order.

This includes checking:

Names and spellings
Ages
Dates
Messages
Capital letters
Punctuation
Colours
Sizes
Photographs
Any other requested details

We will normally create your product using the information exactly as it has been submitted.

We are not responsible for mistakes contained in information entered or approved by the customer.

Where a product has been made correctly using incorrect information supplied by the customer, we will not normally be able to provide a free replacement or refund.

Please contact us immediately if you discover an error. We may be able to amend the order if production has not started, but changes cannot be guaranteed.

5. Photographs and customer-supplied content

Where you submit a photograph, image, logo, wording, design or other content, you confirm that:

You have permission to use it.
You have permission from any identifiable people shown in it.
It does not infringe another person’s copyright, trademark or other rights.
It is not unlawful, abusive, discriminatory, threatening or offensive.
It is suitable for the product being ordered.

You give us permission to use the supplied content solely as needed to create and fulfil your order, deal with queries and resolve any after-sales issue.

We may refuse to reproduce content that we reasonably believe is unlawful, offensive, harmful or infringes another person’s rights.

Customer photographs and personal information will be handled in accordance with our Privacy Policy.

6. Design proofs

A design proof will only be provided where:

The product description states that a proof is included.
You have purchased a proof service.
We decide that approval is required before production.
A bespoke design has been agreed.

Where a proof is supplied, you are responsible for checking all wording, spelling, layout, colours and personalisation details.

Production may not begin until approval is received.

Once a proof has been approved, changes may involve an additional charge and may not be possible if production has started.

Screen proofs are a visual guide. Exact colours may vary when printed, engraved or applied to different materials.

7. Placing an order

To place an order, you must:

Choose the required product.
Select the relevant options.
Enter all requested personalisation.
Add the product to your basket.
Provide your delivery and contact information.
Review the order.
Complete payment.

You should check your basket and personalisation carefully before submitting payment.

An automated order confirmation confirms that we have received your order. It does not prevent us from contacting you where information is missing or a request cannot be completed.

8. Accepting or refusing an order

We reserve the right to refuse or cancel an order where:

Payment has not been authorised.
A product is unavailable.
Required personalisation is missing.
The requested design cannot reasonably be produced.
The order contains an obvious pricing or listing error.
The supplied content is unlawful, offensive or infringes another person’s rights.
The order appears fraudulent.
We cannot deliver to the address supplied.
Circumstances outside our reasonable control prevent fulfilment.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled product.

We may contact you for clarification before beginning production. Delays in receiving a response may delay your order.

9. Prices

All prices are shown in pounds sterling.

The price charged will be the price displayed when the order is submitted, unless there is an obvious pricing error.

Delivery charges are displayed separately during checkout.

Where a product requires additional work or options not included in the advertised price, we will explain any additional charge before proceeding.

We will not add an optional charge without your agreement.

10. Payment

Payment must be made using one of the payment methods offered at checkout.

Orders will not normally enter production until payment has been received or authorised.

Payments are processed through Shopify and the payment providers available through our checkout. We do not directly receive or store your complete card details.

If payment is rejected, reversed or later identified as unauthorised, we may suspend or cancel the order.

11. Discount codes

Discount codes must be entered at checkout before payment is completed.

Unless otherwise stated:

Only one discount code may be used per order.
Codes cannot be exchanged for cash.
Codes cannot normally be added after an order has been submitted.
Codes may be restricted to particular products, dates or customers.
Codes may be withdrawn where they have been published or used incorrectly.

The LOCALPICKUP code is intended for customers using an agreed local collection service. It must not be used for an order that requires postal delivery.

12. Making and processing times

Our standard making time is displayed on our website and may vary depending on the product and time of year.

The currently stated standard turnaround is 10–14 working days before dispatch unless a different timeframe appears on the product page or has been agreed in writing.

Working days are Monday to Friday, excluding UK bank holidays.

Making time is separate from delivery time.

Orders containing several products will normally be dispatched once every item is ready.

For full information, please read our Shipping and Delivery Policy.

13. Occasion dates

Customers are responsible for ordering early enough for birthdays, weddings, Christmas, school-leaving dates and other occasions.

Providing an occasion date does not create a guaranteed delivery date unless we have expressly agreed that date with you in writing.

An upgraded postal service only reduces the estimated delivery time after dispatch. It does not automatically reduce our making time.

14. Changes and cancellations

We may be able to change or cancel an order before production begins.

Once materials have been ordered, design work has been completed or production has started, changes or cancellation may not be possible.

Personalised or custom-made products are generally excluded from change-of-mind cancellation rights once they have been made to the customer’s specifications.

This does not affect your rights where a product is faulty, damaged, not as described or incorrectly made due to our error.

Further information is available in our Returns and Refunds Policy.

15. Non-personalised products

Customers purchasing eligible non-personalised products online may have the right to cancel within 14 days of receiving them.

After notifying us of the cancellation, the customer will normally have a further 14 days to return the product.

Returned non-personalised products must be handled with reasonable care and returned in accordance with our Returns and Refunds Policy.

16. Faulty, damaged or incorrect products

Our products must be as described, of satisfactory quality and fit for their intended purpose.

Faulty
Damaged
Not as described
Incorrectly supplied
Personalised incorrectly due to our error

We may request photographs and other reasonable information so that we can understand and resolve the issue.

Depending on the circumstances and your legal rights, an appropriate remedy may include a repair, replacement, partial refund or full refund.

Nothing in these Terms and Conditions removes or limits your statutory consumer rights.

17. Delivery

Delivery methods, charges and available destinations are shown at checkout.

You are responsible for entering a complete and accurate delivery address.

We remain responsible for your order until it is delivered to you or to a person you have nominated to receive it.

Please read our separate Shipping and Delivery Policy for information about dispatch, tracking, delays, loss, damage and local collection.

18. Local collection

Local collection may be available from an agreed location shown or communicated by us.

Collection is by prior arrangement only.

Do not travel to a collection location until we have confirmed that your order is ready and supplied the relevant collection instructions.

Customers collecting an order may be asked to provide their order number or another reasonable form of confirmation.

Orders not collected within a reasonable period may be contacted to arrange collection or paid delivery.

19. Product safety and intended use

Products must only be used for their intended purpose.

Please follow any care, washing, assembly, safety or usage instructions supplied with the product.

Decorative products are not toys unless explicitly described as toys.

Cake toppers, signs, decorations and small personalised pieces may contain small parts or sharp points and should be kept away from babies and young children unless supervised by a responsible adult.

Packaging should be removed before a product is given to a child.

The customer is responsible for checking that clothing sizes, product materials and product suitability meet their requirements before ordering.

Nothing in this section excludes our responsibility to supply safe and legally compliant products.

20. Intellectual property

Unless otherwise stated, all original website content and Handmade by Joyemma designs remain our intellectual property.

This includes:

Product photographs
Graphics
Illustrations
Templates
Product descriptions
Website wording
Logos
Branding
Original product designs

You may not copy, reproduce, trace, distribute, resell or commercially use our content or designs without written permission.

Purchasing a physical product does not transfer ownership of the underlying design or grant permission to reproduce it commercially.

Any third-party names, characters, logos or trademarks remain the property of their respective owners.

21. Bespoke design work

Where we create a bespoke design for a customer, the price normally covers the completed physical product rather than ownership of the editable design file.

Editable files, production files and working drafts will not be supplied unless this has been agreed separately in writing.

We may retain ownership of the underlying design and may reuse non-personal elements, layouts, techniques or concepts unless exclusivity has been purchased and agreed in writing.

We will not intentionally publish a customer’s private personal information without an appropriate reason or permission.

22. Customer reviews and photographs

Where you voluntarily submit a review, testimonial or product photograph for promotional use, you give us permission to reproduce it on our website, social media and marketing materials.

We will not use a clearly identifiable personal photograph for marketing without appropriate permission.

You may withdraw permission for future use by contacting us. This may not require us to recall or destroy printed materials already produced.

23. Website availability

We try to keep our website accurate and available, but we cannot guarantee uninterrupted access at all times.

We may temporarily suspend or alter the website for maintenance, security, technical updates or other operational reasons.

We may update products, prices, photographs, availability and website content without notice. Changes will not normally alter an order that has already been accepted, except where required to correct an obvious error or comply with the law.

24. Links to other websites

Our website may contain links to third-party websites or services.

We are not responsible for the content, security, availability or privacy practices of websites that we do not control.

Visiting a third-party website is at your own discretion and may be subject to separate terms.

25. Events outside our reasonable control

We are not responsible for a delay caused by an event outside our reasonable control, such as:

Severe weather
Postal disruption
Transport disruption
Power or internet failure
Supplier failure
Fire or flood
Government restrictions
Industrial action
Illness or emergency
Failure of essential equipment

Where such an event affects your order, we will contact you where reasonably possible and take appropriate steps to minimise the delay.

If fulfilment becomes impossible or is significantly delayed, you may be entitled to cancel the affected order and receive a refund.

26. Our responsibility to you

We do not exclude or limit responsibility where doing so would be unlawful.

This includes responsibility for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Breach of your statutory consumer rights
Any other matter that cannot legally be excluded

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

Products purchased by consumers are intended for private and domestic use unless otherwise agreed. We are not responsible for business losses, loss of profit or loss of business opportunity resulting from consumer use of a product.

27. Your personal information

We use personal information to process orders, create personalised products, arrange delivery, provide customer service and meet legal obligations.

Please read our Privacy Policy for full details of:

The personal information we collect
Why we use it
Who we share it with
How long we retain it
Your data-protection rights
How to contact us about your information

28. Complaints

We want to resolve complaints fairly and promptly.

Your name
Your order number
A description of the issue
Relevant photographs or evidence

We will review the complaint and respond as soon as reasonably possible.

29. Changes to these terms

We may update these Terms and Conditions to reflect changes to our business, products, website or legal obligations.

The terms applying to your purchase will normally be those displayed when your order was placed.

The effective date shown at the top will be updated whenever the terms are materially changed.

30. Governing law

These Terms and Conditions are governed by the laws of England and Wales.

Customers living in Scotland or Northern Ireland retain any mandatory rights and protections that apply where they live.

Disputes may be dealt with by the courts with jurisdiction under applicable consumer law.

31. Contact us

Questions about these Terms and Conditions can be sent to:

Handmade by Joyemma
Legal owner or business name: Handmade by Joyemma
Business address: TBC
Email: hello@handmadebyjoyemma.co.uk

Nothing in these Terms and Conditions affects your statutory consumer rights.