Terms & Conditions

Please read the following important terms and conditions before you place an order on our website and check that they contain everything which you want and nothing that you are not willing to agree to.

These terms and conditions, including our Terms of Use and our Privacy Policy, set out:

       · your legal rights and responsibilities;

       · our legal rights and responsibilities; and

       · certain key information required by law.

Nothing in these Terms and Conditions is intended to affect any Buyer’s statutory rights as a consumer.

In the Terms of Use form part of these terms and conditions is contract:

       · ‘We’, ‘us’ or ‘our’ means The Artisan Collab Limited; and

       · ‘You’ or ‘your’ means anyone visiting and/or using our site for any purpose.

       · Website” means the website and all content at www.theartisancollab.com

If you don't understand any of this contract and want to talk to us about it, please contact us by:

       · email on hello@theartisancollab.com (Emails will be responded to within 24 hours); or

       · telephone on 07973 122417 (Calls will be answered from Monday to Saturday and any messages shall be responded to within 24 hours). 



We are The Artisan Collab Limited, a company registered in England and Wales under company number 13054415.

Our registered office is at: New Street, Petworth, West Sussex GU28 0AS

Our VAT number is: 365284478.


The details of this contract will not be filed with any relevant authority by us.

1          Introduction

1.1       If you access and use our site to buy goods you agree to be legally bound by this contract.

1.2       This contract is only available in English. No other languages will apply to this contract.

1.3       When buying any goods from our Website you also agree to be legally bound by:

       (a)       our Terms of Use and any documents referred to in them;

       (b)       extra terms which may add to, or replace some of, this contract. This may happen for legal or regulatory reasons.

All of the above documents form part of this contract as though set out in full here.

2          Your privacy and personal information

2.1       Our Privacy Policy is available at theartisancollab.com/privacy.

2.2       Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

3          Ordering goods from us

3.1       Below, we set out how a legally binding contract between you and us is made.

3.2       We are an online marketplace that showcases Artisans from whom you can buy unique work using our Website services. These Terms and Conditions incorporate all of the policies on the Website.

3.3       Details of the goods for sale are displayed on the Website and are provided by the Artisans. If you require any further information or you have any questions, you can contact the Artisan directly by email.

3.4       You place an order on the site by placing the selected goods in your basket. Any specification, descriptions or details concerning the goods in any format or any form of advertising materials shown by us provide some indication of the Work and shall not be part of any order unless specifically stated within the Confirmation Email. Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before submitting it to us. 

3.5       When you place your order at the end of the online checkout process (e.g. when you click on the Pay Now button, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.

3.6       We may contact you to say that we do not accept your order. This is typically for the following reasons:

       (a)       we cannot authorise your payment;

       (b)       you have ordered too many goods; or

       (c)       there has been a mistake on the pricing or description of the goods.

3.7       As the Artisans are not obliged to accept orders from you, we will only accept your order when we email you to confirm this ("Confirmation Email"). Details of the goods ordered will be detailed in the Confirmation Email and only the goods indicated in the order are included in your purchase. At this point:

       (a)       a legally binding contract will be in place between you and us; and

       (b)       the Artisan will dispatch the goods to you.

3.8       If an Artisan is unable to supply the goods then we will, at our sole discretion: 

       (a)       offer an alternative; or

       (b)       cancel your order and provide you with a full refund within 14 days of the Artisan's cancellation date.

3.9       If you are under the age of 18 you may not buy any goods from the Website.

3.10     Commissions or Made to Measure Orders. If you wish to place an order from an Artisan on our Website for commissioned or made to measure goods, you can order directly from your chosen Artisan by contacting them on the Artisan's page on our Website theartisancollab.com/artisans.

4          Cancellations and Refunds

4.1       If you are a consumer, you have a legal right to cancel a Contract under The Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013 during the period set out below in clause 4.3. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep the goods, you can notify the Artisan of your decision to cancel the contract and receive a refund. 

4.2       PLEASE NOTE: this cancellation right does not apply in the case of any made‑to‑measure or custom‑made products.

4.3       To exercise the right to cancel, you must immediately inform the Artisan of your decision to cancel your order by direct email to them and email us within 14 days from the date you receive your order. We will then help you with information about the returns method, about how and when to return the item to the Artisan.

4.4       Once you have cancelled the order in writing, the goods can be returned to the Artisan but we ask that you contact us first before returning an item so that we can help you with the return of the goods. 

4.5       To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

4.6       Where you cancel an order for the goods then we will refund you within 14 days of:

       (a)       the date the Artisan receives the goods;

       (b)       the date you supply us with evidence of having sent the goods back to the Artisan,

whichever is sooner.

5          Effects of cancellation

5.1       We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

5.2       We will make the reimbursement without undue delay, and not later than:

       (a)       14 days after the day we received back from you any goods supplied; or

       (b)       (if earlier) 14 days after the day you provide evidence that you have returned the goods; or

       (c)       if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

5.3       We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

5.4        We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

5.5       If you have received goods:

       (a)       you shall send back the goods unused and in perfect condition with the original packaging at your expense to the Artisan using the postal address provided by the Artisan without undue delay and in any event no later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired;

       (b)       you will have to bear the direct cost of returning the goods; and

       (c)       you are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

5.6       On cancellation of an order (where permitted) you will only be refunded for the goods, not delivery charges, unless the goods supplied to you by the Artisan are damaged, defective or faulty. 

6          Delivery

6.1       The delivery is arranged by the Artisan to the address provided by you as set out in the Confirmation Email. The Artisan will provide information about delivery times when they despatch your goods. Delivery times are estimates and not guaranteed. Order of Multiple goods may be despatched individually.

6.2       The Artisans may offer a range of delivery options (different shipping methods and services) so please ensure that you select your preferred method. Please note that these options may be limited because of the type of goods or the country you where the goods are to be shipped to. If you have any queries about shipping, please contact the Artisan directly by email.

6.3       If something happens which:

       (a)       is outside of the Artisan's control; and

       (b)       affects the estimated date of delivery;

the Artisan will let know of the revised estimated date for delivery of the goods.

6.4       Artisans aim to dispatch the goods to you within 14 days of the date of Confirmation Email. If there is going to be a delay the Artisan will let you know by email so you can cancel your order or choose alternative goods.

6.5       Unless you and the Artisan agree otherwise, if the Artisan cannot deliver your goods within 30 days, the Artisan will:

       (a)       let you know;

       (b)       ask us to cancel your order; and

       (c)       request for us to give you a refund.

6.6       If you are not available to take delivery and delivery has been attempted then you will be responsible for the payment of any additional delivery charges incurred.

6.7       You are responsible for the goods when delivery has taken place. In other words, the risk in the goods passes to you when you take possession of the goods.

6.8       On receipt of your order, you will examine both the package (before it is opened) and the goods for any damage. If there is any damage whatsoever we highly recommend that you sign for the parcel indicating it was received damaged and if the goods are damaged then please contact us at hello@theartisancollab.com

7          International Sales

7.1       In respect of any orders placed with Artisans residing outside the UK or any orders for goods that are to be shipped outside the UK, these are deemed to be "International Sales" and you may be responsible for additional charges including but not limited to delivery, sales taxes and customs charges.

7.2       The prices on the Website are displayed in British pounds sterling (GBP) and payment will be required in GBP.

7.3       If we display a currency converter then this is only an estimate because if your method of payment is not in GBP (for example, in Euro or US$,) then your payment method provider may add an additional charge for paying in GBP and they will also convert the amount based on the currency exchange rate at the time of your order. Fluctuations of currency exchange rates are your own responsibility.

7.4       The delivery of International Sales is at your own expense and risk therefore we must advise you check directly with customs officials in the country where any delivery address is located to understand what duties or other charges may be imposed if you ask for goods to be delivered to that country.

7.5       Each Artisan has agreed in the Artisans Terms and Conditions to provide reasonable assistance to you by completing the relevant customs forms and declarations for the order being shipped.

7.6       Orders from the Artisans may be subject to different rates of VAT. Depending on whether the Artisan is VAT registered for VAT or not. If the Artisan is VAT registered, the order will include a charge for VAT.

7.7       It is your sole responsibility to comply with any import laws and requirements which apply to the country where the delivery address of the goods is located. 

7.8       You will be fully responsible for the purchase price and any and all tax/duty costs, fees, liabilities, handling charges, shipping costs, insurance which may arise or apply to your order and delivery. Artisans will not be responsible for any costs incurred as a result of any delivery of goods to you.

7.9       For all International Sales we suggest you:

       (a)       check the unit of weights and measurements used (for example imperial inches or metric centimetres);

       (b)       allow extra time for delivery of your goods;

       (c)       please contact the Artisan directly if you have any queries about the goods, including VAT, customs or other duties, or shipping and delivery.

7.10     You must comply with all applicable laws and regulations of the country for which the goods are destined. We will not be liable or responsible if you break any such law.

8          Payment

8.1       We accept credit cards and debit cards through Shopify and your payment will be subject to Shopify's terms and conditions. We do not accept cash.

8.2       We will do all that we reasonably can to ensure that all of the information you give us when paying for the goods is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, any failure by us to comply with this contract or our Privacy Policy (see clause 2) or breach by us of our duties under applicable laws we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.

8.3       Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under clauses 4 and 5.

8.4       The price of the goods:

       (a)       is in pounds sterling (£)(GBP);

       (b)       includes VAT at the applicable rate; and

       (c)       does not include the cost of:

              (i)       delivering the goods; and

              (ii)       other taxes or customs duties.

9          Nature of the goods

9.1       The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:

       (a)       are of satisfactory quality;

       (b)       are fit for purpose;

       (c)       match the description.

9.2       The Artisans must provide you with goods that comply with your legal rights.

10        Faulty goods

10.1     Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’) are set out at the top of this contract. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:

       (a)       contact us using the contact details at the top of this page; or

       (b)       visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 040506.

10.2     Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

10.3     Please contact us using the contact details at the top of this page (to assist you by liaising between Buyers and Artisans to deal with any problems), if you want:

       (a)       us to replace the goods;

       (b)       a price reduction; or

       (c)       to reject the goods and get a refund.

10.4     Where there is a problem with your order then please contact the Artisan directly by email within 14 days after the day you received the goods.

10.5     You may have a right to reject some faulty goods within 30 days from the date you purchased the goods.

10.6     Depending on the issue with your order we may ask you to:

       (a)       send photos of the damage goods and packaging and retain the goods as advised should the courier, Artisan (or their representative) wish to inspect the goods; or

       (b)       allow us to arrange for a courier to collect the goods from the delivery address; or

       (c)       ask you to return the goods to us; or

       (d)       retain the goods and all original packaging for 30 days so that it can be inspected.

10.7     Within 14 days of receipt of the faulty goods we/the Artisan may do one or more of the following:

       (a)       repair the goods; or

       (b)       provide replacement goods; or

       (c)       provide a refund, to include any standard delivery charges you paid when you placed your order.

10.8     Any refunds shall be paid within 14 days of the date the goods are received using the same payment method that you used to pay us. Please bear in mind that some payment methods mean that a refund may take up to 7 days to reach your account.

11       End of the contract

If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

12       Limit on our responsibility to you

12.1       Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:

       (a)       losses that:

              (i)       were not foreseeable to you and us when the contract was formed;

              (ii)       that were not caused by any breach on our part;

       (b)       business losses; and

       (c)        losses to non‑consumers.

13          Disputes

13.1       We will try to resolve any disputes with you quickly and efficiently.

13.2       If you are unhappy with:

       (a)       the goods;

       (b)       our service to you; or

       (c)       any other matter,

please contact us as soon as possible.

13.3     If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:

       (a)       let you know that we cannot settle the dispute with you; and

       (b)       give you certain information required by law about our alternative dispute resolution provider.

13.4     If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non‑exclusive jurisdiction in relation to this contract.

13.5     The laws of England and Wales will apply to this contract.

14        Third party rights

No one other than a party to this contract has any right to enforce any term of this contract.



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