Terms of service
Welcome to Dottie Mouse. By placing an order with us, you agree to the following Terms of Service. Please read them carefully before making a purchase.
1. About Us
Dottie Mouse creates handmade gifts, personalised embroidery and bespoke items. Each item is crafted with care and many products are made to order.
If you need to contact us, please use the form on our Contact page.
2. Use of Our Website
By accessing or using our website, you confirm that you are at least 18 years old or have permission from a parent or guardian. You agree not to use our site for any unlawful purpose or in a way that may disrupt its operation.
3. Product Information
We take care to ensure product descriptions and images are accurate. As many items are handmade, there may be slight variations in colour, stitching or placement. These are normal and part of the handmade nature of our products.
4. Personalised and Bespoke Orders
Personalised items are created based on the details you provide. Please check all spellings, colours and design choices carefully before placing your order. We cannot make changes once work has begun.
Personalised and customised products cannot be cancelled or returned unless they are faulty or not as requested.
5. Pricing and Payment
All prices are shown in pounds sterling and include VAT where applicable. We reserve the right to update prices at any time. Payment must be made in full at the time of ordering.
6. Shipping
Shipping rates and estimated delivery times are shown at checkout. Handmade and personalised items may require additional processing time. Any delays caused by postal services or couriers are outside our control.
Full details are available in our Shipping Policy.
7. Returns
If you wish to return a non personalised item, you must notify us within 14 days of receiving your order. You then have 14 days to return the item after approval.
Personalised or bespoke items cannot be returned unless they are faulty or not as described.
Returns must comply with our Returns Policy.
8. Faulty or Incorrect Items
If an item arrives damaged or not as described, please contact us as soon as possible with details and photographs. We will review the issue and arrange a repair, replacement or refund in line with your statutory rights under the Consumer Rights Act 2015.
9. Order Cancellations
Non personalised orders may be cancelled prior to dispatch. Personalised or made to order items cannot be cancelled once work has started.
10. Liability
We do not accept liability for:
- Delays caused by postal or courier services
- Losses resulting from incorrect information provided by the customer
- Damage caused by misuse, wear and tear, or failure to follow care instructions
Nothing in these terms affects your statutory rights.
11. Intellectual Property
All designs, photographs, logos and content on our website are the property of Dottie Mouse and may not be copied or reproduced without permission.
12. Changes to These Terms
We may update these Terms of Service from time to time. The version displayed on our website at the time of your purchase will apply to your order.