📜 Terms and Conditions
Last updated: 10/05/2025

Welcome to Backstitch bobbin memory bears. By purchasing from our website, you agree to the following Terms and Conditions. These ensure transparency, protect your rights as a customer, and clarify our responsibilities as a handmade keepsake provider.

1. Products
All items are handmade using customer-supplied materials (e.g. clothing, blankets). Because of this:

No two items will be exactly alike.

Colours, textures, and stitching may vary depending on fabric condition and type.

Our keepsakes are made as decorative items and are not suitable for children under 14.

2. Ordering Process
You are responsible for:

Completing the online order form and disclaimer.

Sending your chosen fabrics and materials to us.

Including your order number and completed questionnaire in the parcel.

We reserve the right to cancel and refund an order if the clothing received is unsuitable or unsafe to use (e.g. too worn, damaged, or unclean).

3. Payment
Full payment is due at checkout via our secure payment provider (e.g. Stripe, PayPal).

No work will begin on your keepsake until payment and all required materials are received.

4. Production Time
Standard turnaround is 4–6 weeks from the date we receive your clothing and completed form.

This may extend during peak periods or for more complex orders.

You will be notified of any delays.

5. Cancellations & Changes
You may cancel your order within 24 hours of placing it for a full refund.

After 24 hours, work may have started and materials purchased—so refunds are not guaranteed.

Changes to your order must be requested via email before work begins.

6. Faults & Errors
If there is a clear fault or workmanship error with your keepsake, please email us within 7 days of receiving your order.

Include clear photos and a description of the issue.

If agreed, we will either repair or remake the item at no additional cost.

 

🔒 Privacy Policy
Your privacy is important to us. This policy explains how we collect, use, and protect your information in line with UK GDPR regulations.

1. What Information We Collect
Your name, address, email, and phone number

Details included in your order form or messages

Payment information (handled securely by our payment processor – we do not store card details)

2. Why We Collect It
To fulfil your order

To communicate with you regarding your order

To comply with tax and business obligations

With your consent, to send you updates or promotions (you can opt out anytime)

3. How Your Information Is Stored
Order data is stored securely on GDPR-compliant systems.

We never sell or share your personal data with third parties, except where legally required.

4. Cookies
Our website uses cookies to enhance your browsing experience and help us understand site traffic. You can control cookies in your browser settings.

 

⚠️ Disclaimer
Our keepsakes are decorative only and should not be used as toys.

Small parts such as buttons, zips, or embroidery may present choking hazards.

Items are not CE/UKCA tested and are not suitable for children under 14.

We work with your provided fabrics. We cannot take responsibility for:

Pre-existing stains, holes, or wear

Colour transfer, shrinkage, or fabric damage in transit

By placing an order, you acknowledge these risks and limitations.

 

📦 Shipping & Delivery
1. Sending Your Clothing
You are responsible for sending your clothing/fabric securely.

We recommend recorded delivery to prevent loss in transit.

Include your order number and completed form.

2. Delivery of Finished Items
Once complete, we send your item via Royal Mail Tracked Delivery (UK only).

You’ll receive a tracking number via email.

We return any unused fabric unless you specify otherwise.

3. Lost or Damaged Parcels
We are not liable for items lost or damaged in transit to us.

If your completed keepsake is lost or damaged in return shipping, we will work with Royal Mail to resolve the issue.

 

🔁 Returns & Refunds
Because of the personalised, custom-made nature of our items, we do not accept returns or offer refunds unless:

The product is faulty due to a clear error on our part

You notify us within 7 days of receipt

You provide evidence (photos) of the issue

We are unable to refund due to:

Change of mind

Damage from unsuitable fabrics

Customer misuse or wear of the item after receipt

 

📮 Contact Us
If you have any questions, concerns, or special requests, please contact:

Backstitch bobbin
📧 Email: backstitchbobbinmemorybears@gmail.com
📱 Social: Instagram / Facebook
📍 Location: Barlaston Stoke on Trent UK

We aim to respond within 1–2 business days.