Terms of service
Terms & Conditions
Last updated: 18 August 2026
Welcome to The Custom Company UK. These Terms and Conditions explain the terms that apply when you access our website, place an order, or use our design, print and personalised services.
By using our website or placing an order, you agree to these Terms and Conditions. Please read them carefully before placing your order.
1. About Us
The Custom Company UK operates www.thecustomcouk.shop.
We are a creative design studio specialising in bespoke design, print, personalised products, branding, stationery, signage and custom creations.
If you have any questions about these Terms and Conditions, please contact us:
Email: hello@thecustomcouk.shop
2. Using Our Website
By using our website, you confirm that you are legally able to enter into a contract for the products or services you purchase.
You agree to provide accurate and complete information when placing an order or contacting us.
You must not misuse our website, attempt to gain unauthorised access, introduce harmful material, or use our website for any unlawful purpose.
3. Products and Bespoke Designs
Our products are made to order unless otherwise stated.
Because many of our products involve handmade, printed, embroidered, personalised or bespoke elements, there may be slight variations between the finished product and photographs shown on our website. These may include minor differences in colour, positioning, texture or finish.
Where a product is personalised, you are responsible for checking that all information provided at checkout is correct, including names, dates, ages, wording, colours, sizes and other personalisation details.
We will produce your order based on the information and options submitted at the time of ordering.
If an error has been made by you when placing your order, such as an incorrectly spelt name or incorrect size being selected, we cannot be responsible for producing the item incorrectly where the product has been made in accordance with the information provided.
Where appropriate, we may contact you to clarify an order before production begins.
4. Bespoke Design and Creative Services
Where you purchase a bespoke design service, the final design will be created based on the brief and information provided by you.
You are responsible for ensuring that information, spelling, dates, names, logos, images and other content supplied to us are accurate and that you have permission to use any materials provided to us.
Unless otherwise agreed in writing, payment for bespoke design work does not automatically transfer copyright or ownership of our original design work to you.
We reserve the right to display completed work in our portfolio, website and social media for promotional purposes unless a confidentiality agreement or alternative arrangement has been agreed in writing.
5. Orders and Payment
An order is accepted once payment has been successfully received and we have accepted the order.
All prices are displayed in pounds sterling. VAT will be charged where applicable.
We reserve the right to correct pricing or product information errors. If an order has been placed using an obviously incorrect price, we will contact you before proceeding and provide the option to continue at the correct price or receive a full refund.
We reserve the right to refuse or cancel an order where there are reasonable grounds to suspect fraud, misuse of the website, or other unlawful activity.
6. Order Changes and Cancellations
Because our products are generally made to order, production may begin shortly after an order is placed.
If you need to make a change to your order, please contact us as soon as possible. We cannot guarantee that changes can be made once production has started.
For personalised or bespoke products, your statutory cancellation rights may not apply where the goods have been made to your specifications or clearly personalised.
This does not affect your statutory rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.
7. Returns, Refunds and Faulty Items
Personalised and bespoke products are generally non returnable where they have been made to your specifications or clearly personalised, except where the item is faulty, damaged, incorrectly supplied or does not conform to the contract.
For standard, non personalised products, you may have a statutory right to cancel your order within 14 days of receiving the goods, subject to the applicable consumer cancellation rules.
Where a return is permitted, the item must be unused and returned in an appropriate condition. Any applicable statutory exceptions will apply.
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as reasonably possible with your order number and photographs where appropriate so that we can assess the issue and provide an appropriate remedy.
Depending on the circumstances, this may include a repair, replacement, refund or other remedy available under applicable UK consumer law.
Nothing in these Terms and Conditions affects your statutory consumer rights.
8. Delivery and Processing
Estimated processing or dispatch times are displayed on individual product pages where applicable.
Processing times refer to the time required for us to prepare and produce your order and do not necessarily include the delivery period.
Delivery times are estimates and may vary depending on the courier and circumstances outside our reasonable control.
Once an order has been dispatched, we remain responsible for the goods until they are delivered to you or to a person identified by you to receive them, except where applicable law provides otherwise.
If your order does not arrive within the expected delivery timeframe, please contact us so that we can investigate with the relevant delivery provider.
9. Personalisation and Customer Supplied Information
You are responsible for checking all personalisation details before submitting your order.
This includes, but is not limited to:
Names
Dates
Ages
Spelling
Colours
Sizes
Wording
Design choices
If an item has been produced exactly in accordance with the information supplied by you but that information was incorrect, we may not be able to offer a refund or replacement.
Where we have made an error during production and the finished product does not match the details confirmed in your order, please contact us so that we can resolve the issue.
10. Intellectual Property
All original designs, artwork, graphics, photographs, illustrations, written content, branding elements and other creative materials displayed on or created by The Custom Company UK remain our intellectual property unless ownership has been expressly transferred in writing.
You must not copy, reproduce, distribute, modify, resell or commercially use our designs or content without our prior written permission.
Where you provide us with your own artwork, logos, photographs or other content, you confirm that you have the necessary rights and permissions to allow us to use that material for the purpose of fulfilling your order.
11. Website Content and Images
We make reasonable efforts to ensure that product descriptions, photographs, colours, measurements and other information on our website are accurate.
Images are provided for illustrative purposes and colours may appear differently depending on your device or screen settings.
Due to the nature of made to order and handmade products, the finished item may have minor variations from photographs shown online.
12. Liability
Nothing in these Terms and Conditions excludes or limits any liability that cannot legally be excluded or limited under UK law.
This includes your statutory rights as a consumer.
We are not responsible for losses that arise from circumstances outside our reasonable control, including certain courier delays, interruptions to suppliers, natural events, technical failures or other circumstances beyond our reasonable control.
We are not responsible for damage caused by misuse, incorrect care, incorrect washing or use of a product contrary to any care instructions provided.
Where legally permitted, our liability in relation to a particular order will be limited to the value of that order.
13. Privacy
We take the privacy and security of your personal information seriously.
Our Privacy Policy explains how we collect, use, store and protect your personal information.
By placing an order, you acknowledge that your information will be processed as necessary to fulfil your order and provide our services.
14. Website Availability
We aim to keep our website available and accurate but cannot guarantee that the website will always be available, uninterrupted or free from errors.
We may update, suspend or withdraw parts of the website where reasonably necessary, including for maintenance, security or technical reasons.
15. Changes to These Terms
We may update these Terms and Conditions from time to time to reflect changes to our business, products, services or legal requirements.
The latest version will be published on this page and the date at the top of the page will indicate when it was last updated.
The Terms in force at the time you place your order will generally apply to that order.
16. Governing Law
These Terms and Conditions are governed by the laws of England and Wales.
If you are a consumer, you will retain any rights you have under the mandatory consumer protection laws applicable to you.
The courts of England and Wales will have jurisdiction over disputes, subject to any mandatory rights you may have to bring proceedings in another jurisdiction.
17. Contact Us
If you have any questions about these Terms and Conditions, please contact us.
The Custom Company UK
Email: hello@thecustomcouk.shop
Website: www.thecustomcouk.shop
Location: Chelmsford, Essex, United Kingdom