These terms apply to purchases made directly from Creative Mama Gift Shop at creativemamagiftshop.co.uk. They should be read with our Shipping & Returns information and Privacy Policy. Nothing in these terms excludes or restricts your mandatory consumer rights.
Contacting us
Creative Mama Gift Shop is a small family business based in Hull, UK.
Correspondence address: 12 Spring Street, 67, Hull HU2 8RD, United Kingdom.
Email: creativemamagiftshop@gmail.com.
Your order and personalisation
Please check the product description, dimensions, chosen options, delivery address and personalisation before paying. Keep your order confirmation. Contact us promptly if you notice an error or need help with your order.
We make personalised items using the details you provide. We accept cancellation of a personalised order before production begins. After production starts, genuinely personalised or bespoke items cannot be returned simply because you change your mind. This does not affect your rights if we supply faulty, damaged or incorrectly made goods.
If a preview is agreed, please check it carefully before approving it. Approval does not waive your rights if the finished item differs from the agreed design or fails to meet legal quality requirements.
Product information and payment
Product pages describe the materials, dimensions and available options. Natural wood grain and minor handmade variations can differ between items; products must still match their description and meet the required quality standards. Photographs and screen settings can affect how colours appear.
The checkout shows the order total, available payment methods and any delivery or other charges before you pay. We do not add optional paid services without your agreement. If we discover a material pricing or description error affecting your order, we will contact you to agree a solution or arrange a cancellation and refund; we will not charge an increased price without your consent.
Dispatch and delivery
We dispatch on the same working day where possible and no later than the next working day after payment and complete personalisation details, or after any required design approval. Planned closures or different processing times will be shown before ordering. Free standard UK delivery normally uses Royal Mail 2nd Class without full tracking; larger parcels are sent with Evri. Paid upgrades are available where shown at checkout.
Dispatch and delivery are different. Delivery estimates and any agreed deadline are explained in our shipping information. We remain responsible for delivery by the carriers we arrange until you or your nominated recipient receives the goods.
Cancellations, returns and refunds
Our returns and refunds information explains the statutory cancellation right for eligible non-personalised goods, our extended 30-day notification period for those goods, the personalisation exception and your separate rights concerning faulty goods.
Refunds are made to the original payment method unless you expressly agree otherwise, without a refund fee. We cover reasonable necessary return costs for faulty or incorrectly supplied goods. Change-of-mind return postage is paid by you as explained in the returns policy. No statement about personalisation, use, packaging or carrier insurance removes your statutory rights.
Responsibility and website use
We do not exclude liability for fraud, death or personal injury caused by our negligence, or anything else that cannot lawfully be excluded. We remain responsible for breaches of our legal duties to consumers. Please use the website lawfully and do not misuse customer information, interfere with its operation or reproduce our original designs commercially without permission or another lawful basis.
Complaints, applicable law and changes
If you have a complaint, email us with your order details and the outcome you are seeking. We will review it and respond. If we cannot resolve it, we will provide information about any applicable alternative dispute resolution arrangements as required by law. You retain your right to seek a remedy through the competent courts.
These terms are governed by the law of England and Wales, but this does not deprive consumers elsewhere in the UK or EU of mandatory protections that apply in their place of residence or rights to bring proceedings in a competent local court. The terms agreed when you ordered apply to that order; later website changes do not retrospectively remove your rights.
