Terms & Conditions

 

Last updated: 3 August 2026

 

These Terms and Conditions apply to orders placed with LilyDove, operated by Rhianna Smith, a sole trader trading as LilyDove.

Email: sales@lilydove.co.uk

Please read these Terms and Conditions before placing an order. By approving a quotation, paying an invoice or otherwise confirming an order, you agree to these terms.

1. About LilyDove

LilyDove creates bespoke, handcrafted keepsakes using cards and other paper items supplied by customers.

Because each item is individually designed and handmade, the appearance, layout and finish may vary slightly between products. These variations are part of the handmade nature of the product and are not normally considered defects.

2. Placing an order

Orders may be placed through the LilyDove website, email, social media, Etsy or another agreed sales channel.

Before an order is confirmed, LilyDove will provide information including:

  • The product or service being supplied
  • The agreed size and design options
  • The total price
  • Any additional charges
  • Delivery costs
  • An estimated completion time
  • Payment instructions

An order becomes binding once LilyDove has accepted the order and received the required payment.

Customers are responsible for checking that all names, dates, wording, addresses and other information supplied are correct.

3. Prices and payment

All prices are shown in pounds sterling.

Unless agreed otherwise, full payment is required before design or production begins.

Payment may be made using the payment methods offered on the invoice, payment link, website or relevant marketplace.

LilyDove will not normally begin work until cleared payment has been received.

Any additional work or changes outside the original order may incur an additional charge. The customer will be informed before that work is carried out.

4. Sending cards and materials to LilyDove

Customers are responsible for securely packaging and sending their cards or other materials to LilyDove.

Unless LilyDove has specifically arranged and paid for the postage, the customer is responsible for:

  • Selecting an appropriate postal service
  • Paying the postage costs
  • Packaging the materials securely
  • Keeping proof of postage and tracking information

LilyDove is not responsible for items that are lost or damaged before they are received by LilyDove.

Customers should not send irreplaceable originals unless they accept the risks involved in posting and physically altering those materials.

Receipt of a Royal Mail QR code or prepaid label does not guarantee that Royal Mail will successfully deliver the parcel. Claims concerning loss or damage while a parcel is with the postal carrier may need to be pursued under the carrier’s applicable compensation arrangements.

5. Condition and suitability of materials

LilyDove will take reasonable care when handling customer materials.

However, cards and paper items may already be fragile, faded, creased, stained, torn, brittle or otherwise damaged when received.

Some materials may not be suitable for cutting, folding, mounting, adhering or incorporating into a finished keepsake. LilyDove may:

  • Decline to use unsuitable materials
  • Recommend an alternative layout or treatment
  • Contact the customer before proceeding
  • Return unsuitable materials where appropriate

The customer accepts that creating the keepsake may involve permanently cutting, trimming, folding, attaching or otherwise altering the supplied materials.

6. Design and creative discretion

Each LilyDove product is made individually.

Where the customer has selected a general style but has not provided exact placement instructions, the customer authorises LilyDove to use reasonable creative discretion regarding:

  • Card selection
  • Cropping and trimming
  • Positioning
  • Composition
  • Colours
  • Decorative elements
  • Mounting and framing

Not every part of every card may be included in the finished product.

LilyDove will make reasonable efforts to follow agreed preferences but cannot guarantee an exact match to reference photographs, display images or previous commissions.

Colours may also appear differently depending on lighting, photography, screens and the original printed materials.

7. Digital mock-ups and approval

Where a digital mock-up has been purchased or agreed, it is intended to provide an approximate representation of the proposed design.

The finished handmade product may differ slightly from the digital mock-up due to the physical size, texture, colour and condition of the supplied materials.

The customer must carefully check any mock-up before approving it.

Once the customer approves a design, LilyDove may begin permanent cutting, mounting or assembly. Changes requested after approval may not be possible and may incur additional charges.

LilyDove is not responsible for errors that appeared in an approved mock-up where the finished product accurately reflects that approval.

8. Changes requested by the customer

Requests to change an order should be made as soon as possible.

LilyDove will confirm whether the requested change is possible. Changes may affect the price and completion time.

Once materials have been cut, attached or otherwise permanently altered, some changes may no longer be possible.

9. Completion times

Any completion date provided is an estimate unless LilyDove expressly confirms a fixed deadline in writing.

Completion times may be affected by:

  • The number and condition of materials supplied
  • Design complexity
  • Delays in customer approval
  • Additional changes
  • Availability of frames or materials
  • Illness or circumstances outside LilyDove’s reasonable control
  • Postal or courier delays

LilyDove will notify the customer of any significant expected delay.

UK distance-selling rules generally require goods to be delivered within 30 days unless a different timeframe has been agreed with the customer. LilyDove’s bespoke production times should therefore be clearly agreed before the order is confirmed.

10. Delivery

Finished products will be delivered using the method agreed at the time of ordering.

The customer is responsible for supplying a complete and accurate delivery address.

LilyDove is not responsible for delays or failed delivery caused by:

  • An incorrect or incomplete address
  • The customer failing to collect or accept a parcel
  • Delays caused by the postal or courier service
  • Circumstances outside LilyDove’s reasonable control

The customer should inspect the parcel promptly after delivery.

Any apparent transit damage should be photographed before the packaging is discarded and reported to LilyDove as soon as reasonably possible.

11. Cancellation rights

Most LilyDove products are made to the customer’s specifications or are clearly personalised.

The usual 14-day right to cancel a distance purchase generally does not apply to goods that are made to the customer’s specifications or are clearly personalised. This does not affect the customer’s rights where an item is faulty, not as described or not supplied with reasonable care and skill.

A customer may request cancellation before work begins. LilyDove will confirm whether cancellation is possible and whether any reasonable costs have already been incurred.

Once design, cutting, preparation or production has begun, cancellation may not be accepted where the order is bespoke or personalised.

Where LilyDove agrees to cancel an order, any refund may be reduced by reasonable costs already incurred, provided this is fair and reflects actual work or expenditure. Terms that impose excessive cancellation charges or automatically retain all advance payments may be unfair and unenforceable.

12. Returns and refunds

Bespoke or personalised products cannot normally be returned simply because the customer changes their mind.

This does not affect the customer’s statutory rights.

Goods supplied to consumers must be:

  • As described
  • Of satisfactory quality
  • Fit for their intended purpose

Services must be carried out with reasonable care and skill. These rights cannot be excluded by these Terms and Conditions.

A customer who believes that an item is faulty, damaged or not as agreed should contact LilyDove promptly and provide:

  • Their name and order details
  • A description of the problem
  • Clear photographs
  • Photographs of the packaging where delivery damage is alleged

LilyDove may ask for the item to be returned before providing an appropriate remedy.

Depending on the circumstances and the customer’s legal rights, the remedy may include repair, replacement, repeat performance, a price reduction or refund.

13. Customer-supplied errors

LilyDove is not responsible for errors resulting from inaccurate information, instructions or materials supplied or approved by the customer.

This includes incorrect:

  • Names
  • Dates
  • Spellings
  • Addresses
  • Sizes
  • Design selections
  • Approved wording

Nothing in this section removes LilyDove’s responsibility for failing to follow information that the customer supplied correctly.

14. Unused materials

Unless otherwise agreed, LilyDove may return unused cards or materials with the completed order.

Small trimmings, offcuts or materials that cannot reasonably be reused or returned may be disposed of during production.

Customers who require all offcuts or unused materials to be returned must request this before production begins. LilyDove cannot guarantee that every small cutting or fragment can be retained.

15. Frames and display

Frames and mounts may contain natural variations or minor differences in grain, shade and finish.

Customers must follow any care, hanging and display instructions supplied.

Products should be kept away from excessive moisture, direct heat and prolonged direct sunlight. Paper materials may naturally fade or change over time.

LilyDove is not responsible for damage caused by improper handling, unsuitable fixings, incorrect installation or inappropriate storage after delivery.

16. Photographs and publicity

LilyDove will not publish information that directly identifies the customer without permission.

LilyDove may ask for permission to photograph and share the completed product for its portfolio, website or social-media pages.

Where permission has not been given, LilyDove will not knowingly publish clearly identifiable personal information contained within the design.

Customers should tell LilyDove before production if the materials contain sensitive information that must not appear in photographs.

17. Intellectual property

The customer confirms that they have the right to supply any photographs, text, artwork or other content provided to LilyDove and to authorise its use in the commissioned product.

The customer remains responsible for obtaining any necessary permission from third-party rights holders.

LilyDove retains copyright in its original design concepts, photographs, website content, branding and promotional materials, except for content owned by customers or third parties.

Purchasing a physical product does not transfer ownership of LilyDove’s branding, templates, product photography or original commercial designs.

18. Liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for:

  • Death or personal injury caused by negligence
  • Fraud or fraudulent misrepresentation
  • Breach of statutory consumer rights
  • Faulty goods
  • Goods that are not as described

Consumer terms that attempt to remove responsibility for these matters cannot be enforced.

LilyDove will not be responsible for losses that were not reasonably foreseeable when the order was agreed.

LilyDove supplies products for personal and domestic use. Unless expressly agreed otherwise, LilyDove is not responsible for commercial losses, loss of profits or loss of business opportunity arising from a consumer order.

19. Events outside LilyDove’s control

LilyDove will not be responsible for delay or failure caused by events outside its reasonable control, including severe weather, postal disruption, supplier failure, illness, fire, flood, internet outages or government restrictions.

LilyDove will contact affected customers where reasonably possible and take reasonable steps to minimise disruption.

20. Personal information

Personal information will be handled in accordance with LilyDove’s Privacy Policy, available at:

www.lilydove.co.uk/privacy-policy

 

21. Complaints

Customers should contact LilyDove first so that there is an opportunity to resolve any concern.

Email: sales@lilydove.co.uk

Please include the order number, details of the issue and any relevant photographs.

22. Changes to these terms

LilyDove may update these Terms and Conditions occasionally.

The terms applying to an order will normally be those provided or available when the order was confirmed. Changes will not normally apply retrospectively to an existing order unless required by law or agreed with the customer.

23. Governing law

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

Consumers who live elsewhere in the United Kingdom retain any mandatory protections provided by the laws applicable in their part of the UK.

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