Terms & Conditions

The Nutty Squirrel is a family-run business based in Trowbridge, Wiltshire. We design and handcraft personalised gifts and keepsakes to order.

Registered address: Trowbridge, Wiltshire, BA14 7WL. Email: info@thenuttysquirrel.co.uk. Phone: 01225 584949.

These terms govern the purchase of goods through our website (www.thenuttysquirrel.co.uk). They are governed by English law and comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

When you place an order on our website, you are making an offer to purchase. Your order is accepted and a contract formed when we send you an order confirmation email. We reserve the right to decline any order, for example if a product becomes unavailable or we are unable to fulfil your personalisation request.

Please double-check all personalisation details before submitting your order. We reproduce your text exactly as provided, including capitalisation and spacing. We are not responsible for errors in personalisation text submitted by you.

• Prices are shown in GBP and include VAT where applicable.
• We reserve the right to correct pricing errors. If the correct price is higher, we will contact you before proceeding.
• We accept Visa, Mastercard, American Express, and Apple Pay via Stripe.

This exemption applies where:

• The item has been embroidered, printed, or otherwise personalised with a name, date, message, or other custom text or design you have provided.
• Production has begun following your order and/or design approval.

We will still honour our obligations where goods are faulty, not as described, or not of satisfactory quality under the Consumer Rights Act 2015 — see the Returns section below.

For non-personalised items (such as standard fairy houses or non-embroidered products), your statutory 14-day cancellation right applies in full.

For bespoke or custom designs not based on an existing product template, we follow this process:

• Design proof: We will send you a digital design proof by email before any stitching begins.
• Your approval: You must confirm approval in writing (by email or message) before we proceed to production.
• Amendments: You may request reasonable amendments to the proof at no extra charge. We will send a revised proof for your approval.
• Sign-off: Once you approve the design, we begin production. Changes cannot be made after approval.

For orders based on existing product templates (where a product image is shown on our website), the item will be produced as closely as possible to that image using your personalisation details. A separate design proof is not provided for template-based products unless you specifically request one.

All of our products are handmade to order in our Wiltshire studio. As a result, please be aware of the following:

• Colours: Colours shown in product photographs are as accurate as we can make them, but your screen's display settings may affect how they appear. Thread and fabric colours may vary slightly between batches. If colour matching is critical, please contact us before ordering.
• Sizes: Dimensions given are approximate. Slight variations of up to ±10% may occur due to the handmade nature of our products.
• Materials: We reserve the right to substitute materials of equivalent or better quality where our usual materials are unavailable. We will notify you if this affects your order significantly.
• Production time: Most orders are produced within 2–4 working days. During busy periods (e.g. Christmas, Mother's Day) this may be longer. We will keep you updated.

These natural variations are a characteristic of handmade goods and do not constitute a defect. We take great pride in the quality of every item we produce and stand behind our craftsmanship.

We ship throughout the United Kingdom via Royal Mail. Delivery times are estimated and not guaranteed:

• Standard (Royal Mail 2nd Class): 2–4 working days after dispatch
• Tracked (Royal Mail 1st Class Tracked): 1–2 working days after dispatch
• Free delivery on orders over £40

We are not responsible for delays caused by Royal Mail or other circumstances outside our control (including severe weather or industrial action). Title and risk in the goods pass to you on delivery.

If your order hasn't arrived within 10 working days of your dispatch notification, please contact us and we will investigate.

Non-personalised items: You have the right to cancel within 14 days of receiving your order without giving a reason, in accordance with the Consumer Contracts Regulations 2013. Items must be returned unused, in their original condition. Return postage is at your expense unless the item is faulty.

Personalised items: As set out in Section 3, personalised items cannot be returned or refunded unless they are faulty, not as described, or not of satisfactory quality.

Faulty or incorrect items: If your item arrives damaged, defective, or significantly different from what was ordered, please contact us within 30 days with photographs. We will offer a replacement, repair, or full refund as appropriate under the Consumer Rights Act 2015. We will cover return postage costs in this case.

How to return: Email info@thenuttysquirrel.co.uk with your order number and details of your return. Do not send items back without contacting us first.

Refunds: Approved refunds are processed within 5–10 working days to your original payment method via Stripe.

All payments are processed securely by Stripe, Inc. We do not store your card details on our servers. Stripe is PCI DSS Level 1 compliant.

By placing an order you confirm you are authorised to use the payment method provided. In the event of a fraudulent or disputed payment, we reserve the right to suspend or cancel the associated order.

Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, fraud, or any matter that cannot be excluded by law.

Subject to the above, our total liability to you in connection with any order will not exceed the total price paid for that order.

We are not liable for indirect or consequential losses, including loss of profit or loss of enjoyment, except where required by law.

All content on this website — including photographs, designs, logos, and text — is owned by or licensed to The Nutty Squirrel and protected by copyright. You may not reproduce, distribute, or use our content without our written permission.

By providing personalisation text or images, you confirm you have the right to use that content and that it does not infringe any third-party rights. You grant us a non-exclusive licence to use that content solely to produce your order.

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. Your statutory rights as a UK consumer are not affected by these terms.

For disputes we are unable to resolve directly, the UK's Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr.

If you have any questions about these terms or your order, please don't hesitate to get in touch:

• Email: info@thenuttysquirrel.co.uk
• Phone: 01225 584949
• Post: Trowbridge, Wiltshire, BA14 7WL