Terms and Conditions

Welcome to Petiotes. This website is operated by Petiotes (“we”, “us”, or “our”). By using, accessing, or placing an order on www.petiotes.com, you agree to be bound by the terms and conditions set out below.

We strive to provide a seamless shopping experience for our handcrafted collections. We reserve the right to modify or withdraw the website or these Terms and Conditions without prior notice. If you do not accept these terms, please do not use this website.

The contents of these pages—including pictures, designs, logos, photographs, and written text—are the exclusive copyright of Petiotes. ALL RIGHTS RESERVED. Any copying, modification, or reproduction of the material available on this website is strictly prohibited and protected by law.

1. Orders & Cancellations

Customers are responsible for providing accurate and sincere information when placing an order. We reserve the right to cancel your order at our sole discretion for reasons including, but not limited to:

Orders for personalised products that contain references to protected trademarks, copyrights, or licensed content.
Orders containing content that is threatening, obscene, abusive, or in breach of privacy.

Cancellation Policy:

Once an order is confirmed, you have a legal right to cancel your order within 14 working days of receiving the goods. Please note that this right strictly does not apply to items that have been made, personalised, or customised specifically for you.

If you wish to cancel an order for a personalised product, please email us immediately at contact@petiotes.com. We will check the production status; however, once the crafting process has begun, the order can no longer be cancelled, modified, or refunded.

For non-personalised items, if your order has already been dispatched at the time of your cancellation request, you will need to receive the goods first and then return them to us in their original condition. Please refer to our 'Returns & Exchanges' section below for the full procedure.

2. Product Authenticity & Specifications

We take every care to ensure that the description and specification of our products are accurate. However, please note that each Petiotes piece is handcrafted, making it unique.

Colour Representation:

The colour of the product you receive may vary slightly from the images displayed on your monitor due to screen settings and digital photography. While we strive for the highest accuracy, please be aware that minor variations are part of the charm of bespoke, handmade items.

Product Safety & Care:

Although we are sure most children will love our creations, we must emphasise that our products are not toys and should be treated with care. They are designed as keepsakes and decorative items.

Brand Rights:

We reserve the right to photograph and showcase your personalised products on our website and social media platforms for marketing purposes. If you prefer that we do not share images of your specific order, please let us know in the "Notes" section at checkout or by email at contact@petiotes.com

3. Pricing & VAT

All prices displayed on our website include VAT at the current rate where applicable. Prices are reviewed periodically and do not include delivery fees, which are calculated at checkout. While we show the total price inclusive of tax, a detailed VAT breakdown can be provided upon express request at contact@petiotes.com.

4. Gift Wrapping & Personal Messages

Petiotes is delighted to offer a bespoke gift-wrapping service for £2.99. If you wish to add this special touch to your order or include a personalised message, please let us know via the "Notes" section at checkout or by emailing us at contact@petiotes.com.

5. Secure Payment Methods

We offer a variety of secure and convenient payment methods to ensure a seamless checkout experience. All transactions are encrypted and processed in £ Sterling.

Accepted Payment Options:

Credit & Debit Cards: We accept all major cards, including Visa, MasterCard, and American Express.
Digital Wallets: For a faster and more secure checkout on mobile or desktop, we support Apple Pay and Google Pay.

Please note that your order will be processed once payment has been confirmed. For your security, we do not store your credit card information on our servers, and all payments are processed through our secure, encrypted payment gateway.

6. Shipping & International Delivery

We deliver to the address provided at the time of order. Please ensure all details are accurate, as we cannot be held liable for items not received due to incorrect delivery information. All our parcels are sent via tracked or "signed for" services to ensure safe transit.

Processing Times

Non-personalised items: Dispatched within 1 to 3 working days.
Personalised & Bespoke items: Handcrafted to order and dispatched within 7 to 10 working days.
If an item is temporarily out of stock, we will notify you immediately of the expected delay.

Delivery Rates & Methods

We primarily use Royal Mail and DPD for our shipments. Rates are calculated as follows:

United Kingdom: * Standard Shipping (3-7 days): £3.99 (Free for orders over £60).
- 24 Hour Tracked: £4.99.
- DPD (2-4 days): £6.99.
- Special Delivery (1-2 days): £8.99.
Europe: Standard Shipping (7-9 days) at a fixed fee of £9.95.
Australia: Tracked Shipping (5-7 days) at £18.00.
USA & Canada: International Signed For (5-7 days) at £25.00.
Rest of the World: International Tracked at £25.00. (Special rates may apply for specific regions such as Bahrain at £55.00 via Fedex).

Import Duties & Taxes

For deliveries outside the UK, the customer is responsible for any import taxes, customs duties, or local fees that may apply in the destination country.

Inspection & Claims

Upon delivery, please check the content of your parcel. Any claims for damage or non-conformity must be submitted via email with supporting evidence within 48 hours of receipt. Beyond this window, the products are deemed to be accepted in good condition.

6. Returns, Exchanges & Refunds

If you are not completely satisfied with your purchase, please notify us immediately at contact@petiotes.com. quoting your Order Reference Number. We will be happy to discuss the best way to assist you.

Right to Cancel & Returns

Standard Items: You have a legal retraction period of 14 working days from the date of delivery to return a non-personalised item.
Condition: Items must be returned unused, unwashed, and in their original packaging. Any item returned in a non-resalable condition will not be eligible for a refund.
Shipping Costs: Return shipping costs are at the customer’s expense. We strongly recommend obtaining a proof of postage, as we cannot be held responsible for items lost in transit.

Personalised & Bespoke Items

The right to return goods does not apply to any products that have been made, personalised, or customised specifically for you. This includes:

Items with custom names, embroidery, or specific fabric choices.
Orders where a spelling mistake was made by the customer and already sent for production.
Items where you have disposed of the product before contacting us.

Faulty or Incorrect Items

If you receive an item that is defective or if we have made an error in your order, we will happily offer a full refund (including shipping costs) or send a replacement at no extra charge. Please contact us within 48 hours of receipt with photographic evidence.

Refunds

Approved refunds will be processed within 30 days of receiving the returned goods. Refunds will be credited to the original payment method used at checkout.

Please note: The return address must be requested via email prior to sending any items back.