Terms and Conditions

Introduction

These terms and conditions (the "Terms") set out your rights and obligations, and those of Write From The Heart Limited ("we" or "us"), in relation to this website, www.writefromtheheartkeepsakes.co.uk (the "Website") and any products, services and material of any kind available through the Site (the "Services").

We may update or vary our Terms and Conditions from time to time, so please check this page for the latest version whenever you visit writefromtheheartkeepsakes.co.uk.

We use our reasonable endeavours to make sure that every product on Write From The Heart is shown accurately and that prices are correct. However, occasionally there may be small variations in colour, typefaces and layout.

We are a company registered in England and Wales under registration number 09262666 under the name Write From The Heart Limited; the address of our registered office is Write From The Heart, The Berkerley Centre, Station Road, Chepstow, Monmouthshire, NP16 5PB. Our VAT registration number is 201 6544 47.

By registering with Write From The Heart, you accept that you are entering into a contract with us under these Terms. People who register with Write From The Heart establish an "Account", and become "Users". Visitors to Write From The Heart who do not register with Write From The Heart, but who nevertheless use the Site, affirm that they are bound by these Terms each time they access Write From The Heart.

If you do not agree to these Terms, you must not use this Website.

You will be able to access most areas of Write From The Heart without registering your details with us. Other areas, and the opportunity to place orders with us, are only open to you if you register.

Trading details

Whenever you buy a product through this Website, you will be contracting with Write From The Heart.com Limited under company number 09262666.

Registered office: Write From The Heart, The Berkerley Centre, Station Road, Chepstow, Monmouthshire, NP16 5PB.

Email address: writefromtheheart@outlook.com

Telephone Number: 01291 324142

VAT Registration Number: 201 6544 47

Ordering from us

Placing your order

A contract for the purchase of a product is created as follows:

The User places the order on the Site by pressing an order confirmation button ("Checkout") at the end of the checkout process
By confirming your order, you are agreeing to purchase the product you have selected
At this point, we take payment for your order by means of your nominated payment method
We will send you a order confirmation email detailing your order, and other information we must provide to you

From time to time, we may reject an order for the following reasons:

If, unfortunately, we do not have your chosen product in stock
If there has been a pricing or product description error
If you do not meet any eligibility criteria set out in our terms & conditions
If the order for personalised products contains reference to any copyrighted information where you have not obtained permission

There are limited circumstances in which you may cancel an order after it has been made – see the section “Changing or cancelling an order” for more information.

Personalising products

Write From The Heart aims to provide you with a fast, high-quality service. Please double-check your order on screen and your acknowledgement email carefully to check that all the details are correct. It is up to you to ensure that content you have contributed for inclusion in a personalised product is correct, and (for example) is correctly spelt.

We cannot refund items where personalisation has been mis-spelt due to an error made by you.

If you are uploading a photo, images must be in JPEG or PNG format. Any other format such as Word documents and PDFs cannot be accepted. For best results, we advise that you make the image dimensions approximately 1,000 pixels for the smallest edge of your photos. We print images at 300DPI (Dots Per Inch), so if you are scanning the image we recommend you use this setting. If you try to upload a photo that has a lower resolution or image size, we will accept it. However, an on screen warning will generally appear to let you know that the image might not print very well.

Print colour

Please note that your physical print may vary from the colour you see on screen, this is due to individual screen resolution.

Payment

At Write From The Heart, you can pay for your products using credit card, debit card or any other payment method which we make available to you at the time of your order.

Supply of Goods

The products sold on our website are manufactured and shipped from a range of different in-house and third-party production facilities based in the UK.

Prices and VAT

All prices of products shown on the Website include Value Added Tax at the prevailing rate.

Postage and packaging charges

For most items, prices are shown exclusive of postage and packaging charges; these will be shown separately at the checkout stage before you place your order. In some cases, prices shown may include postage and packaging. If this is the case this will be clearly stated. Delivery times and charges will differ depending on which products you order. More details are set out below.

General despatch information

If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which are not received.

If you want to check the postage and packaging cost of your order, simply place the items into your online shopping basket with the correct size, quantity and address. We will then calculate the charge for you automatically.

Postage charges are calculated based on item weight, so the cost will increase on heavier orders. The postage cost is inclusive of the stamp, envelope(s) and packaging. You can find our postage charges here on this page:

First Class Postage

The Royal Mail advise that 90% of first class post in the UK will arrive the following day, unfortunately the other 10% can take up to three days.

Second Class Postage

For Second Class postage, deliveries can take between 3-5 working days. If possible, please allow at least five working days from despatch for your order to arrive. If your order hasn’t arrived after seven days, please get in touch with us on 01291 324142 or emailing us at writefromtheheart@outlook.com.

Circumstances Beyond Our Control

Neither we, nor any delivery service that we use, shall be liable for any failure to perform Services where such failure or delay results from any circumstances outside our reasonable control; these circumstances include but are not limited to adverse weather conditions (such as snow, flood and extreme winds), fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, act of God, or industrial dispute or strike.

Changing or cancelling an order

It is best to call us if you need to cancel or change your order on 01291 324142. Alternatively, you can email us at writefromtheheart@outlook.com.

Emails are answered during business hours Monday-Friday (9.00am - 5.30pm) in the order they are received. It is therefore possible that your order could begin production before your email is processed and we will be unable to make any changes.

Returns and refunds

Delivery

At Write From The Heart, we always try to send your products in perfect condition. However, occasionally, a problem can arise. In the unlikely event that a product is faulty, or it is damaged in delivery or is the wrong item, we ask you to read the following and contact us if necessary.

You may specify a delivery address which is different from your billing address, if, for example, you would like us to deliver the products directly to a friend, a relative, or to your place of work.

Whilst we make every effort to deliver goods within the specified timescale, on occasion due to unforeseen circumstances we cannot always guarantee delivery in said time, or accept liability for deliveries made outside this timescale. This also applies to products sent direct from our manufacturers. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.

If the product(s) you have ordered do not arrive within 28 days of placing the order, Write From The Heart accept no liability unless you have contacted us via email within this period.

Returns and exchange

If you are not completely satisfied with your non-personalised goods, simply return them to us at any time within 14 working days of receipt. The costs of returning goods to us shall be borne by you. Unfortunately we are unable to refund postage costs on unwanted non-personalised items.

Your rights to return the goods to us will not apply in the following circumstances:

-Any products that we have made, personalised or customised specifically for you

Write From The Heart do not offer refunds for personalised goods custom made for you. Most products on the website are personalised goods; this includes any products which include your own photo or any text changes. Only replacements will be sent for any faulty, damaged goods or goods which have not arrived.

With any faulty or damaged goods, we ask you to return the product to us within 7 days. Once the product has been returned, we will then issue a refund (THIS DOES NOT APPLY ON PERSONALISED GOODS) or send a replacement. Please note that postage will be refunded in full for any items returned which are faulty or damaged.

Replacements will be sent within 7 working days.

Your rights to return the goods to us will not apply in the following circumstances:

Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
If you have made a spelling mistake on your order and it has been sent for production.
You have disposed of the item you have an issue with.

We regret that postage and packing costs for unwanted items cannot be refunded after 7 working days from when the order was delivered.

This returns policy does not affect your statutory rights.

The address for returns is:
Write From The Heart Ltd
The Berkerley Centre
Station Road
Chepstow
Monmouthshire
NP16 5PB

I received the wrong item

If the item you received is not what you originally ordered, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

Faulty item

If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. (PLEASE NOTE THIS POLICY DOES NOT APPLY FOR PERSONALISED GOODS) We will then advise on how to proceed with the return. If the item is faulty, please return it to us within 30 days of receipt. Refunds cannot be given if the fault is as a result of misuse.

Reporting a problem

If for any reason you are not happy with your order, please contact us.

We aim to acknowledge any complaint within 14 working days, (usually it takes 1-2 days) and will do our best to resolve it within 28 days. We may ask you to take a photograph of the product to help us communicate with our suppliers and correct any future problems. Should it be necessary, we will then advise you how to return your item.

Where an item is faulty, we will ask you to return it to us within three days of receipt. Your right to return items to us in accordance with these terms and conditions is in addition to any other statutory rights you may have.

Refunds

If you are eligible for a refund, we will reimburse the price you have paid for the product(s) onto the credit or debit card that you paid with. Alternatively, we may offer to reprint (if applicable) and resend the item free of charge. Please note it is not our policy to offer both a refund and a resend.

Refunds cannot be given if the fault is a result of your own actions such as product misuse or if personalisation is mis-spelt or if you have uploaded an image of a low resolution or size.

It is important that we are contacted as soon as possible regarding issues with your order or the product(s) you have ordered. We need to be informed of any issues within three days of the delivery to give us the best chance of successfully resolving the issue.

Multiple refund requests

If there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to issue a refund or replace an order. We may refuse to take any future orders from any such customers and will inform them of our decision in writing, via email or over the telephone.

Intellectual Property

Securing your account

When you register with Write From The Heart, you do so as an individual. You must not share your user name and password with anyone else.

Your privacy and security

Write From The Heart is committed to protecting your privacy in accordance with the Data Protection A

Terms and Conditions for promotional codes and discount offers

Unless otherwise specified, promotional codes and/or discount offers cannot be used in conjunction with any other offer.
Unless otherwise stated, offers do not apply to delivery charges. Please check the relevant delivery terms and conditions online.
Any refunds will take into account the discount applied as part of the offer.
Write From The Heart reserves the right to decline to accept orders where, in its reasonable opinion, a promotional code or discount is invalid for the order being placed or is the subject of fraudulent activity.
Write From The Heart reserves the right to change these terms and conditions or withdraw a promotion at any time.