Terms of service

Terms & Conditions

Last updated: 29 August 2026

Welcome to Heavenly Gifts Boutique. These Terms & Conditions apply when you browse our website, place an order or purchase products from us.

By placing an order with Heavenly Gifts Boutique, you agree to these Terms & Conditions. Please read them carefully before purchasing.

1. About Us

Heavenly Gifts Boutique specialises in personalised gifts, keepsakes and memorial products.

If you have any questions about an order or these Terms & Conditions, please contact us:

Email: hello@heavenlygiftsboutique.co.uk

2. Placing an Order

When placing an order, you are responsible for ensuring that all information provided is complete and accurate, including:

Names
Dates
Ages
Messages and wording
Photographs
Colours and design choices
Delivery details
Any other personalisation instructions

Please carefully check your information before completing your purchase.

Once an order has been submitted, please contact us as quickly as possible if you notice an error. As personalised products may enter production shortly after ordering, we cannot guarantee that changes can be made once production has started.

3. Personalised & Made-to-Order Products

Many of our products are individually created or personalised specifically for each customer.

Personalisation may include photographs, names, dates, ages, messages, poems, wording, colours or other customer-selected details.

It is the customer's responsibility to provide accurate personalisation information.

If we correctly produce an item using the information supplied with your order, we cannot provide a refund or replacement simply because the information supplied by the customer was incorrect.

This does not affect your rights where an item is faulty, damaged, not as described or we have made an error when producing your order.

4. Customer-Supplied Photographs & Images

When providing a photograph, image, design or other material for use on a personalised product, you confirm that you have the necessary permission or rights to provide and use that material for this purpose.

Please provide the highest-quality photograph available. The finished print quality can be affected by the quality, resolution, lighting, cropping and clarity of the original photograph supplied.

Where possible, we will endeavour to produce the best result from the image provided, but we cannot guarantee that a poor-quality or low-resolution photograph will reproduce with the same clarity as a high-resolution original.

We will not intentionally make significant changes to facial features or the appearance of people in photographs unless specifically requested or agreed.

5. Product Images & Handmade Variations

We make every reasonable effort to display our products accurately.

However, colours may appear slightly different depending on your screen, device and display settings.

Because many of our products are handmade, printed or individually personalised, there may also be small variations in positioning, colour, finish, materials or appearance between products.

These minor variations are a natural part of personalised and handmade products and do not necessarily mean that an item is faulty.

6. Memorial Products

We understand that many purchases from Heavenly Gifts Boutique have significant sentimental value, and we take great care when producing memorial products.

Please carefully check all names, dates, photographs and wording before submitting your order.

Unless specifically stated otherwise, our memorial products are sold as decorative or commemorative items. Customers should follow any product-specific care or placement instructions supplied with the item.

7. Proofs

Where a digital proof is provided before production, it is the customer's responsibility to carefully check the proof.

Please check:

Spelling
Names
Dates
Photographs
Positioning
Wording
Personalisation details

Once a proof has been approved, production may begin.

If an error was clearly shown on an approved proof and the finished product accurately matches that proof, we may not be able to provide a free replacement for that particular error.

This does not affect your statutory rights if the finished product is faulty, damaged, not as described or does not match the approved design.

8. Prices & Payment

All prices displayed on our website are shown in the applicable currency and may be changed from time to time.

The price you pay will be the price shown when your order is placed, subject to correction of any obvious pricing errors.

Payment must be successfully completed before we begin processing your order unless otherwise agreed.

9. Processing & Dispatch Times

Estimated processing and dispatch times may be displayed on individual product pages or during checkout.

Personalised and handmade products require production time before they can be dispatched.

Any processing or delivery dates provided are estimates unless expressly stated otherwise.

During particularly busy periods, such as Christmas, Mother's Day, Father's Day and other seasonal occasions, processing and delivery may take longer.

We recommend ordering personalised products well in advance of the date they are required.

10. Delivery

Customers are responsible for providing a complete and accurate delivery address.

We cannot accept responsibility for delays or failed delivery caused by incorrect or incomplete delivery information supplied by the customer.

Once an order has been dispatched, delivery times may be affected by the postal or courier service and circumstances outside our reasonable control.

If your parcel has not arrived within the expected timeframe, please contact us so we can assist you.

Nothing in this section limits any rights you may have under applicable consumer law.

11. Cancellations

Non-personalised orders may have cancellation rights in accordance with applicable consumer law.

Personalised and made-to-order products are generally excluded from the standard right to cancel simply because you have changed your mind where the goods have been made to your specifications or are clearly personalised.

If you wish to cancel a personalised order, please contact us immediately.

If production has not started, we may be able to cancel the order. Once production has begun, cancellation may no longer be possible.

Your statutory rights regarding faulty, damaged, incorrect or misdescribed goods are unaffected.

12. Returns, Refunds & Faulty Products

Personalised products cannot normally be returned simply because you have changed your mind.

However, this does not affect your statutory rights.

If an item arrives faulty, damaged, incorrectly personalised due to an error made by us, or is otherwise not as described, please contact us as soon as possible.

We may ask you to provide photographs showing the issue and, where appropriate, may ask you to return the product.

Depending on the circumstances and your applicable consumer rights, an appropriate remedy may include a repair, replacement or refund.

Please refer to our separate Returns & Refunds Policy for further information.

13. Intellectual Property

Unless otherwise stated, the content and original designs displayed on the Heavenly Gifts Boutique website, including product photographs, graphics, text, branding and original artwork, belong to Heavenly Gifts Boutique or are used with appropriate permission.

They must not be copied, reproduced, distributed or used commercially without permission.

This does not give Heavenly Gifts Boutique ownership of photographs or other materials supplied to us by customers for personalisation.

14. Discount Codes & Promotions

Discount codes and promotional offers may be subject to additional conditions.

Unless otherwise stated:

Discount codes cannot be exchanged for cash.
Only one discount code may be used per order.
Discounts must be applied before completing checkout.
Promotions may be changed or withdrawn where permitted.
Discount codes may have expiry dates or exclusions.

Any specific terms displayed with a promotion will also apply.

15. Privacy

We take the protection of your personal information seriously.

Information provided when placing an order or using our website will be handled in accordance with our Privacy Policy and applicable UK data protection law.

16. Website Availability

We make reasonable efforts to keep our website available and information accurate.

However, we cannot guarantee that the website will always be available without interruption or that every error will immediately be corrected.

We may update products, descriptions, prices, availability and website content when necessary.

17. Our Responsibility to You

Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed or losses resulting from circumstances outside our reasonable control, except where applicable law provides otherwise.

Nothing in these Terms & Conditions affects your statutory consumer rights.

18. Changes to These Terms

We may update these Terms & Conditions occasionally to reflect changes to our products, services, website or legal requirements.

The latest version will be displayed on our website with the date it was last updated.

The terms applicable to your purchase will generally be those in effect when your order was placed.

19. Governing Law

These Terms & Conditions are governed by the applicable laws of the United Kingdom, subject to any mandatory consumer protections that apply to you based on where you live.

20. Contact Us

If you have any questions regarding these Terms & Conditions, your order or any of our policies, please contact:

Heavenly Gifts Boutique