Terms of service

Introduction

These Terms & Conditions govern your use of our website and purchases made from Little Bird Told Me Ltd. By using our website or placing an order, you agree to these terms. Please also see our Privacy Policy.

About Us

We are Little Bird Told Me Limited, a UK-based company.

Registered address: Block E (3rd Floor), Bowers Mill, Branch Road, Barkisland, Halifax, HX4 0AD, United Kingdom.

Company registration number: 06214522

Customer service email: contact@littlebirdtoldme.com

Who Can Shop With Us

Our products are sold to individuals aged 18 or over. If you are under 18, please ask a parent or guardian to place the order on your behalf.

Definitions

  • “We”, “us”, “our” means Little Bird Told Me Ltd.
  • “You” or “customer” means any user of our website or purchaser of our goods.
  • “Goods” means the products we sell.
  • “Carrier” means the delivery company we use.
  • “Consumer” means an individual acting outside their trade, business or profession.

Placing an Order

  • An order confirmation email will be sent when you place an order. This acknowledges receipt of your order but does not constitute acceptance. Your order is accepted, and a contract is formed, when we send you confirmation that your order has been despatched.
  • Please check your order confirmation carefully. If it has not arrived, check your junk or spam folder and contact us if necessary.
  • All orders are subject to availability. If an item is unavailable, we will contact you to offer an alternative or a refund for the unavailable item.
  • We may update these terms from time to time. The version applicable when your order is placed will govern that order.

Personalised Products

We offer an optional personalisation service on selected products, allowing customers to add a name or message engraved onto a wooden rocking rail.

  • Personalisation is subject to an additional charge, shown on the relevant product page before purchase.
  • Please check your personalisation details carefully before ordering, including spelling, punctuation, capitalisation and font selection. We engrave the text as submitted.
  • If you need to change or cancel a personalised order, contact us as soon as possible. We will try to accommodate your request but cannot guarantee changes or cancellation.
  • Personalised products are made to your individual specifications and cannot be returned or refunded simply because you have changed your mind or supplied incorrect personalisation details, except where required by applicable law.
  • If a personalised product is faulty, damaged, incorrectly engraved by us or not as described, please contact us. Your statutory consumer rights remain unaffected.
  • Wood is a natural material and slight variations in the colour and appearance of engraving may occur.

Inappropriate Personalisation Requests

We reserve the right to decline personalisation requests containing wording that we reasonably consider offensive, abusive, discriminatory, threatening, unlawful or otherwise inappropriate.

If we decline an order for this reason, we will notify you and refund any payment taken for the affected product, including its personalisation charge and any attributable delivery charges.

Creating an Account

  • You agree to provide accurate and up-to-date information.
  • You are responsible for keeping your login details secure.
  • We may suspend account access if it is misused or information provided is inaccurate.

Prices & Payments

  • Prices are displayed in the currency applicable to your selected country or region, where available. The total price, including any selected personalisation, applicable taxes and delivery charges, will be shown before you complete your purchase.
  • Any currency conversion fees or bank charges imposed by your payment provider are your responsibility.
  • Payment must be made in full before despatch.
  • International orders: All applicable import duties, taxes and customs clearance charges are included in the total paid at checkout. You will not be required to pay additional import charges upon delivery.

Pre-orders

  • If you order a pre-order product, we will despatch it when it becomes available, subject to the estimated despatch information provided at purchase.
  • If your order contains in-stock and pre-order products, we may despatch them together when all items are available; please contact us if you would prefer to discuss separate delivery.
  • If despatch is delayed, the Delivery section and your applicable statutory rights continue to apply.

Delivery

  • Orders are delivered by a carrier to the delivery address supplied at checkout.
  • A carrier may offer delivery to a neighbour, concierge or collection point where permitted by your delivery instructions and applicable law. Delivery photos may be taken for delivery verification.
  • We may share the contact details needed by the carrier to arrange delivery and provide tracking notifications, as explained in our Privacy Policy.
  • Please provide complete and accurate delivery details. If a parcel is returned because of an incorrect or incomplete address, or an unreasonable failure to accept delivery, we may recover reasonable additional delivery costs where permitted by applicable law.
  • If you need to change your delivery address, contact us urgently. We will do our best to help before despatch but cannot guarantee that an amendment or redirection will be possible.
  • If delivery is unsuccessful for reasons outside your control, we will work with the carrier to resolve the issue. This does not affect our legal responsibility for delivery or your statutory rights.
  • We aim to despatch orders within the timeframe stated on our website. If we cannot despatch within the stated timeframe, we will contact you and offer the option to accept a revised despatch date or cancel the affected order for a full refund, as required by applicable law.

Cancelling Your Order

For non-personalised products, where a statutory right to cancel applies, you may cancel before despatch or notify us within 14 days after receiving the goods. You then have a further 14 days to send the goods back.

For cancellations covered by UK statutory cancellation rights:

  • We will refund the price of the goods covered by the cancellation and the applicable original standard delivery charge. If you chose a more expensive delivery method, we need only refund the equivalent standard delivery charge.
  • You are responsible for return postage unless otherwise required by law.
  • We will refund you without undue delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever occurs first. If goods have not been supplied, the applicable earlier refund deadline will apply.
  • We may make a lawful deduction if the goods have been handled beyond what was necessary to inspect them and this has reduced their value.

Please contact us for return instructions and a Returns Authorisation Number (RAN). You may exercise a statutory cancellation right by any clear statement to us; obtaining a RAN or using our model cancellation form is not mandatory.

Personalised products are excluded from change-of-mind cancellation rights where permitted by applicable law. See Personalised Products above. This does not affect statutory remedies for faulty or misdescribed goods.

Returns

We also offer a voluntary 30-day change-of-mind returns policy on eligible non-personalised products.

  • Contact us within 30 days after delivery to arrange a return. Once authorised, please send the goods back within 14 days.
  • Goods returned solely under our voluntary 30-day policy must be unused, in their original condition and with original packaging.
  • You are responsible for return postage unless the goods are faulty or applicable law requires otherwise. We recommend tracked postage and retaining proof of posting.
  • Refunds under our voluntary policy will be made to the original payment method after we receive and inspect the goods, without affecting any shorter refund deadline required by law.
  • We do not offer direct exchanges. To change a product, please arrange a return (if eligible) and place a separate order.

Our voluntary 30-day change-of-mind policy does not apply to personalised products. This does not affect your statutory rights if a product is faulty, damaged, incorrectly engraved by us or not as described.

The terms of our voluntary returns policy do not restrict any statutory cancellation or consumer rights you may have.

Faulty Items

We take care to ensure that our products meet our quality standards. If your item is faulty, damaged or not as described, please contact us as soon as possible.

Under UK consumer law, consumers generally have the right to reject faulty goods within 30 days of delivery for a full refund. After that period, you may be entitled to repair, replacement, a price reduction or a refund, depending on the circumstances and applicable law.

Where goods are faulty or do not conform to the contract, we will cover reasonable return postage costs where required by law.

These rights also apply to personalised products and are not limited by any manufacturer’s warranty.

Website Content & Use

  • Website content is owned by or licensed to us.
  • You may not reproduce, distribute or use website content commercially without permission, except as permitted by law.
  • You may download or print website content for personal use.

Liability & Disclaimers

We take reasonable care to ensure that information on our website is accurate and up to date.

We are not responsible for delays or failures caused by events genuinely beyond our reasonable control, but this does not affect your statutory rights or any responsibilities that we cannot legally exclude.

Nothing in these Terms & Conditions excludes or limits our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot legally be excluded or limited.

Your statutory consumer rights remain unaffected.

Email Addresses & Usernames

  • An email address or username used for your account must not infringe third-party rights.
  • We may suspend use of an account if these requirements are breached.

Website Security

  • Do not disrupt, damage or attempt to gain unauthorised access to our website.
  • Unauthorised scraping or automated use of the website is prohibited, subject to applicable law.

Legal & Dispute Resolution

These Terms & Conditions are governed by the laws of England and Wales, except where mandatory consumer protection laws applicable in your country of residence provide otherwise.

If you have a concern about your order, please contact us so we can try to resolve it promptly and fairly.

We may offer mediation or another appropriate alternative dispute resolution process where suitable and agreed by both parties.

Nothing in these terms restricts your statutory rights or right to bring proceedings before a court with jurisdiction under applicable law.

Model Cancellation Form (Eligible UK Orders)

If you wish to cancel an eligible order, you can copy and paste the form below into an email, complete the relevant details and send it to contact@littlebirdtoldme.com.

You are not required to use this form. You can also cancel by emailing us a clear statement of your wish to cancel, provided your order qualifies for cancellation.

To: Little Bird Told Me Limited, Block E (3rd Floor), Bowers Mill, Branch Road, Barkisland, Halifax, HX4 0AD, United Kingdom. Email: contact@littlebirdtoldme.com

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Goods ordered: __________________________________________

Ordered on / received on: _________________________________

Name of consumer(s): _____________________________________

Address of consumer(s): __________________________________

Signature of consumer(s) (only if submitted on paper): __________

Date: __________________________________________________