Terms and Conditions

1. Orders

When you place an order it will be deemed that you have read, understood and agreed to these Terms & Conditions. If you are unhappy with any part of these terms and conditions, please contact us to resolve the issue before placing an order.

When you place an order, we will require your name, email address, contact telephone number and delivery address details. A phone number is needed so that we can get in touch if there is a problem with your order. It may also be necessary to give your contact phone number to our courier, in case they need to reach you concerning the delivery.

The contract for the sale of products will only exist once an order has been accepted, processed and despatched to you.

Please check all parcels upon receipt for errors or omissions.


2. Payment

Payments through the on-line shop are handled by PayPal, a secure payment processing company. You don't need a PayPal account to pay via PayPal - payment can also be made with a credit or debit card. PayPal will not disclose your card information to us, only your address, email and the details of your order. Please ensure that the address showing in the PayPal transaction is the correct address you want goods delivered to. If you want us to post goods to an alternative address (e.g. for gifts) please email details at the same time as ordering.

All prices quoted are in Pounds Sterling inclusive of VAT at the current rate. For international sales, PayPal will accept other currencies and will perform a currency conversion automatically during checkout.

For UK customers, special commissions and orders received via email or the contact form can be paid for by personal cheque made payable to "Joanna Coupland". Goods will be dispatched once funds have cleared. For international customers wishing to place special orders, please contact us via the contact form to agree pricing and payment method.

Special orders will require payment up front. Details may be agreed separately according to the scale of the commission.


3. Postage

Most orders are posted within 7 working days. The parcel itself will usually take between 3 and 5 days to arrive after posting, for standard UK postcodes. Non-standard UK postcodes will take longer, as will International postage. We will email to confirm your order has been despatched and will provide tracking details plus an estimated arrival date.

Orders for multiple items will be sent as a single parcel whenever possible, unless specifically agreed otherwise.

If one or more of the items ordered is out of stock, we may delay shipment of the parcel until the whole order can be fulfilled, in which case we will contact you to let you know. You will have the option of waiting for the whole order, cancelling the unavailable part or paying for additional postage for split delivery.

All orders are sent by recorded delivery. Please be aware that a signature will be required. If you are not at home when the courier first tries to deliver, a card will be left and you will be able to rearrange a suitable redelivery date with the courier directly. In the event that the courier makes multiple unsuccessful attempts to deliver the parcel and it is returned to us, we reserve the right to either treat the order as cancelled or to charge a second delivery charge for redelivery. It may be necessary to verify the delivery address before resending.

Delivery charges are currently as follows :

i). UK standard postcodes     

£4.95 for all orders posted in one shipment to a single delivery address

ii). UK Non-standard postcodes (eg Highlands, Channel Isles etc) and International

Please contact us for a delivery price BEFORE placing your order


4. Returns

If you are not happy with any item once received, you are entitled to cancel this contract and receive a replacement or full refund if you so wish under the Distance Selling Regulations (excluding made to order / personalised items), provided

-          goods are returned no longer than eight working days after the day on which you receive them

-          they are received back in their original condition and in their original packaging

-          goods are returned to the address confirmed on the delivery note included with your parcel

-          return postage shall be at your cost.

Made to order / personalised items may only be returned if they are faulty or damaged.

If you receive the wrong items or goods are faulty, postage costs incurred for returning the order will also be refunded.

You are advised to return goods by recorded delivery (or at least with a proof of posting) such that you will be able to claim compensation from the courier should your parcel go astray.

If you wish to cancel an order prior to despatch, please contact us as soon as possible by email or telephone. There may be occasions when a cancellation request is received after an order has been processed and despatched, in which case we will be more than happy to offer you an exchange or refund as above.

On orders for special commissions or personalised items, we will deduct the cost of time and materials up to the point of cancellation and refund the balance. If a special order is cancelled before work has started or before any special materials have been purchased, a full refund will be given. Refunds shall be made within a maximum of 28 days.

All refunds will be made by the same method as the original payment and to the same payee. Where the refund is for the full order value, we shall use the value on the original order, regardless of subsequent price changes.


5. Faulty or damaged goods

In the unlikely event that a parcel arrives damaged, please ensure that the parcel is signed as such with the courier so that a claim can be made. All goods should be inspected and tested by you within 24hrs of receipt.

Where a product is found to be damaged or faulty please contact us within 72 hrs of receipt by email or telephone so that we can arrange a replacement, exchange, or refund. Requests for refunds beyond this time frame shall be at our sole discretion.

In the case of lighting products, goods will be deemed faulty if they are received damaged, not working or develop a fault within 4 weeks of receipt.


6. Privacy

We only ask for information necessary for the proper execution of your order. We will never pass your details on to other third parties.

Where you opt in to receive email updates using the website contact form, your name, telephone number and email address will be stored securely for our internal use only.

When placing an order via the website or via email you will be automatically added to our email marketing list. If you do not wish to receive such mailings, please let us know and we shall remove your details from the list.

Please be aware that in ordering goods from this website, your details will be collected and held by PayPal. Similarly, any details sent via email or the contact form may be stored on remote email servers, the security of which is outside our control. Both PayPal and the website hosting company use powerful encryption technology to protect your data. Whenever you are required to enter sensitive information on the site such as payment information details, a secure padlock icon will appear at in your web browser window to confirm that this part of the site is secure. You will also see that the "http" in your browser address bar will change to "https". Whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from this website.


7. Copyright

All of the designs shown here are handmade by Joanna Coupland, from her own original ideas and patterns. Please respect this and do not copy any work or images. Joanna Coupland retains the copyright on all designs even after sale.

All the content of the pages on this website (including pictures, logos, photographs, copy and other materials) represent the copyright or registered trademark of Joanna Coupland. ALL RIGHTS RESERVED. The modification, copying, circulation, reproduction, or incorporation into any other work of part or all of the content available on this site is forbidden.

8. Handmade

All items are individually handmade by Joanna and will therefore be subject to variation. The images used on this website are intended as a good representation of the item you will receive but may not be an exact match in all details. The colours in photographs are as accurate as possible, but these may appear differently on different computer monitors and may not exactly match the finished article. Colours may also vary slightly from one piece to another. Should the colour, finish or exact size be important to you, or if you wish to match an existing piece, please let us know so that we can follow your specification as closely as possible. If required, we can provide pictures by email of the exact item before despatch.


9. Product safety

Most creations are made from paper, wire and glue. Keep away from naked flames and other heat sources. Store away from strong sunlight to avoid fading.

Not suitable for use as toys.

The lighting products used are bought new from UK distributors only. Do not leave fairy lights unattended and do not leave on for long periods due to risk of overheating. Check all bulbs and wiring regularly for faults and breakages.

10. Governing Law

The use of this website, all transactions and these Terms and Conditions are governed by English law and you agree to submit to the jurisdiction of the English court. This does not affect your statutory rights.