hawthornandkey.co.uk

Terms & Conditions

Last updated: [INSERT DATE BEFORE PUBLICATION]

These Terms & Conditions explain how the Hawthorn & Key Ltd website may be used and the terms that apply when you place an order with us.

Please read them carefully before completing a purchase. By placing an order through this website, you confirm that you have read and understood the terms that apply to your order.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

1. About Hawthorn & Key Ltd

This website is operated by:

Hawthorn & Key Ltd
Company number: 00000000
Registered in: England and Wales
Registered office: 12 Hawthorn Lane, Little Wrenford, North Yorkshire, TEST 0AA, United Kingdom
Email: hello@hawthornandkey.co.uk

Development notice: the company number, registered office address and place of registration shown above are temporary test details for the closed development version of this website. They must be replaced before publication.

Hawthorn & Key is an online British folklore shop and journal. We select objects for homes, gifts, reading corners, writing desks and quieter everyday routines.

2. How to contact us

You can contact us by emailing hello@hawthornandkey.co.uk or by using our Contact page.

When contacting us about an existing order, please include:

your order number;
the email address used at checkout;
a short description of your question;
clear photographs where relevant if an item has arrived damaged, incorrect or incomplete.

Please do not send full bank card details, passwords or one-time banking verification codes by email or through the contact form.

3. These terms and your order

These Terms & Conditions apply to purchases made through the Hawthorn & Key website.

They should be read alongside our:

If there is a conflict between these Terms & Conditions and information clearly stated on an individual product page, the product-specific information will apply to that product unless the law requires otherwise.

4. Who may place an order

You must be at least 18 years old to place an order through this website.

By placing an order, you confirm that:

the information you provide is accurate and complete;
you are authorised to use the selected payment method;
you are purchasing for lawful purposes;
you will follow any product-specific safety instructions.

Unless otherwise agreed in writing, products offered through the Hawthorn & Key website are intended for personal and household use rather than commercial resale.

5. Product descriptions

We aim to describe products as clearly and accurately as possible using the information available for each item.

Please read the individual product description carefully before placing an order. Check the stated dimensions, materials, intended use, ingredients, warnings and care information where applicable.

Colours and small details may appear slightly different depending on lighting, photography and screen settings. Some objects may also show natural or minor variations in colour, pattern, texture, fragrance, finish or appearance where this is consistent with the nature of the product.

We do not describe an item as handmade, British-made, natural, ethically sourced, suitable for children, food-safe, waterproof or suitable for a particular use unless this is supported by the information available for that product.

6. Symbolic objects, folklore and personal practice

Some items in the Hawthorn & Key collection are inspired by folklore, traditional symbolism or personal ritual.

Old symbols are offered as stories, not promises.

We do not present symbolic objects, stones, cards, charms, candles, oils, herbs, tea or other products as guaranteed sources of healing, protection, wealth, transformation or accurate answers about the future.

Products and journal articles from Hawthorn & Key are intended for cultural interest, decoration, personal reflection and everyday enjoyment. They are not a substitute for medical care, mental health support, legal advice, financial guidance or any other form of qualified professional assistance.

You can read more on our Our Approach page.

7. Placing an order

To place an order, add the items you would like to your basket and follow the checkout instructions.

Before completing payment, please check:

the items and quantities in your basket;
the product information;
the total price;
any delivery charge;
your billing details;
your delivery address;
your email address;
any telephone number reasonably required for delivery updates.

You are responsible for checking that the delivery address entered during checkout is complete and accurate.

8. Order acknowledgement and acceptance

After you place an order, you should receive an acknowledgement by email.

This email confirms that we have received your order. It does not necessarily mean that the order has been accepted for fulfilment.

Your order is an offer to purchase the products listed in your basket. A contract between you and Hawthorn & Key Ltd is formed when we send a dispatch confirmation or otherwise clearly confirm that the order has been accepted.

If we cannot accept an order, we will contact you and arrange an appropriate refund for any payment already taken.

9. Reasons why an order may not be accepted

We may be unable to accept an order if:

a product is unavailable;
payment cannot be authorised;
the delivery address is incomplete or outside an available delivery area;
a transport restriction affects the product ordered;
a product description, price or promotional offer contains an obvious error;
we reasonably suspect fraud, misuse or unlawful activity;
the quantity ordered suggests commercial resale without prior agreement;
we are otherwise unable to fulfil the order lawfully or reasonably.

If this happens, we will explain the position and arrange any refund that is due.

10. Availability

Product availability may change.

An item may occasionally become unavailable after an order has been placed. If we cannot supply a product, we will contact you using the details provided at checkout and explain the available options.

Where an unavailable item cannot be supplied, an appropriate refund will be issued.

11. Prices

Prices are shown in pounds sterling unless the website clearly states otherwise.

The price shown on the product page at the time of ordering will normally apply to your purchase.

Any applicable delivery charge will be shown at checkout before payment is completed.

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We may change product prices at any time, but changes will not normally affect an order that has already been accepted.

12. Obvious pricing errors

We take reasonable care to ensure that prices are displayed correctly.

If a product is accidentally listed with an obvious pricing error, we may contact you before accepting the order. You may choose whether to proceed at the correct price or cancel the affected item.

If we cannot reach you, the affected item may be treated as cancelled and any payment taken for it will be refunded.

13. Promotional codes and offers

Promotional codes, discounts and special offers may be subject to additional conditions shown at the time they are offered.

Unless otherwise stated:

a promotional code must be entered during checkout;
only one promotional code may be used per order;
a promotional code cannot be exchanged for cash;
a promotion may be limited to selected products, dates or customers;
a promotion may be withdrawn or corrected where an obvious error has occurred.

Promotions do not affect your statutory rights.

14. Payment

Available payment methods are shown during checkout.

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Payments are processed using:

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Depending on the payment method selected, your bank or payment provider may require additional verification.

Please read our Payment & Security page for further information.

15. Payment security

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Hawthorn & Key will never ask you to send your full bank card number, card security code, banking password or one-time banking verification code by email, social media message or contact form.

16. UK fulfilment partner

Each item is selected for the Hawthorn & Key collection and dispatched directly from our trusted UK fulfilment partner.

This allows us to offer a broader carefully selected range without holding every item in one physical shop.

Hawthorn & Key Ltd remains responsible for your order as the retailer. If you have a question, please contact us rather than contacting the fulfilment partner directly.

17. Delivery area

Hawthorn & Key currently delivers to addresses within the United Kingdom.

Delivery is available to UK Mainland addresses, Northern Ireland, the Scottish Highlands and Islands. Delivery times and charges may vary depending on the destination, parcel weight and the items ordered.

International delivery is not currently available through the Hawthorn & Key website.

Please read our Shipping & Delivery page for further details.

18. Processing and delivery times

Please allow [CONFIRM PROCESSING TIME] working days for your order to be prepared before dispatch.

Estimated delivery times after dispatch are explained on our Shipping & Delivery page.

Delivery estimates are not guaranteed dates. Delays may occasionally occur because of carrier disruption, severe weather, unusually busy periods or circumstances outside our reasonable control.

Unless a different delivery period has been agreed with you, goods will be delivered without undue delay and no later than 30 days after the contract is formed.

19. Delivery addresses

Please provide a complete and accurate delivery address during checkout.

We cannot guarantee that an address can be changed after an order has entered the fulfilment or dispatch process.

Please do not use a PO Box address for an order that may require courier delivery.

Contact us before placing an order for delivery to a BFPO address. Additional restrictions or charges may apply depending on the items ordered.

20. Delivery restrictions

Some products may be subject to delivery restrictions because of their ingredients, size or transport requirements.

For example, certain oils, fragrance products, sprays or products containing alcohol may only be transported by road. Large or bulky items may also require additional delivery arrangements.

Where a restriction affects an order, we will contact you using the email address provided at checkout.

21. Separate parcels

An order may occasionally arrive in more than one parcel because of parcel size, product type or delivery arrangements.

If part of your order arrives before the rest, please check the dispatch information provided. A second parcel may still be on its way.

22. Failed deliveries

If a parcel cannot be delivered because the address was incorrect or incomplete, the recipient was unavailable, the parcel was refused or it was not collected, it may be returned by the carrier.

Please contact us if this happens. Where redelivery is possible, additional delivery charges may apply.

23. Delayed or missing parcels

If your parcel has not arrived within the estimated delivery period, check any tracking information provided and follow the guidance on our Shipping & Delivery page.

If the parcel still cannot be located, please contact us. Include your order number and the email address used at checkout.

24. Cancelling an order before dispatch

Please contact us as soon as possible if you would like to cancel an order before dispatch.

We cannot guarantee that an order can be stopped after it has entered the fulfilment process. This does not affect any cancellation rights that may apply after delivery.

25. Your right to cancel an eligible online purchase

For most eligible items purchased online, you may tell us that you wish to cancel your order within 14 days after receiving the goods. You do not need to provide a reason.

Once you have told us that you wish to cancel, you normally have a further 14 days to return the item.

Please read our Returns & Refunds page before sending anything back.

You may also use our Cancellation Form.

26. Change-of-mind return costs

If you return an eligible item because you changed your mind, you are responsible for the cost of returning it unless we have agreed otherwise in writing.

We recommend using a postal service that provides proof of postage and keeping that proof until the return has been completed.

27. Return address

Please contact us before returning an item.

Do not send goods to our registered office unless we have specifically instructed you to do so. The correct return address may be different.

28. Items excluded from change-of-mind returns

Some products may be excluded from change-of-mind returns where the law permits this.

These may include:

personalised or custom-made items;
goods that are liable to deteriorate or expire rapidly;
sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
opened cosmetics or personal care products where a health or hygiene exception applies;
earrings where a health or hygiene exception applies after the relevant packaging has been opened;
any other item clearly identified as subject to a lawful return restriction in its product description.

This does not affect your rights if an item is faulty, damaged or not as described.

29. Faulty, damaged or incorrect products

If an item arrives damaged, incorrect, incomplete or faulty, please contact us as soon as possible.

For visible damage caused during delivery, we ask that you contact us promptly and ideally within 48 hours. This helps us investigate the issue with the delivery or fulfilment partner. It does not affect your statutory rights.

Please include:

your order number;
a short description of the issue;
clear photographs of the item;
photographs of the outer and inner packaging where relevant.

Please do not dispose of the item or packaging until we have explained the next step.

30. Your rights when goods are faulty

Goods supplied by Hawthorn & Key must be of satisfactory quality, fit for their stated purpose and as described.

If a product is faulty, damaged or not as described, you may have legal rights to a refund, repair or replacement depending on the circumstances.

Nothing in these Terms & Conditions excludes or limits those statutory rights.

31. Refunds

Where a refund is due, it will normally be issued to the original payment method used for the order.

For an eligible change-of-mind return, we will refund the price paid for the returned item and the cost of the standard delivery option where applicable.

If you selected a more expensive delivery service, we are not required to refund the difference between that service and the standard delivery option.

We will process an eligible refund within 14 days after receiving the returned item or, where applicable, evidence that the item has been sent back.

Your bank or payment provider may require additional time to display the refund in your account.

32. Exchanges

We do not currently offer direct exchanges for change-of-mind returns.

If you would prefer another item, please request a return where applicable and place a new order separately.

If an item is faulty, damaged or incorrect, please contact us so that we can explain the available options.

33. Product safety

Please read the label, packaging, warnings and instructions supplied with an individual product before use.

A decorative item should not automatically be assumed to be food-safe, waterproof, suitable for outdoor use, suitable for children or intended for use with heat or flame unless the product information clearly states this.

Stop using an item if it appears damaged, unstable or unsuitable for its intended purpose.

34. Candles, incense and oils

Never leave a burning candle, incense product or oil burner unattended.

Keep flames, hot holders, oils, incense, matches and lighters away from children, pets and flammable materials.

Use only suitable holders and follow the product-specific instructions.

Do not ingest an oil unless it is explicitly labelled and intended for consumption. Do not apply an oil directly to the skin unless the product instructions clearly state that this is appropriate.

Please read our full Candle, Incense & Oil Safety guidance before use.

35. Tea and consumable products

Only products clearly described and labelled as suitable for consumption should be prepared as food or drinks.

Please read the ingredients, allergen information and instructions supplied with the individual product before use.

If you have allergies, dietary concerns or a medical question, seek appropriate professional advice.

36. Children and pets

Do not assume that an item is suitable for children or pets unless this is clearly stated in the individual product description.

Keep candles, incense, oils, matches, lighters, small objects, breakable items and hot holders safely away from children and pets.

37. Materials and care

Materials, finishes and care requirements vary between products.

Please follow any product-specific instructions and read our general Materials & Care guidance.

38. Customer accounts

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If you create an account, you are responsible for keeping your login details confidential and using a strong password that you do not use for another website.

Please contact us if you believe somebody else may have accessed your account.

39. Website availability

We aim to keep the Hawthorn & Key website available and working properly.

We cannot guarantee that the website will always be available without interruption. We may temporarily suspend or restrict access for maintenance, updates, security reasons or circumstances outside our reasonable control.

40. Website content

We take reasonable care when preparing website content, product descriptions and journal articles.

General articles in The Hawthorn Archive are provided for cultural interest and general information. They should not be treated as professional advice.

We may update, correct or remove website content where appropriate.

41. Intellectual property

Unless otherwise stated, the text, branding, original graphics, website design elements and original journal materials published on the Hawthorn & Key website belong to Hawthorn & Key Ltd or are used with appropriate permission.

You may read, print or save a reasonable copy for personal use.

You may not reproduce, republish, sell, scrape, distribute or commercially exploit website content without prior written permission unless the law allows otherwise.

42. External links

The website may contain links to external websites for reference or convenience.

We are not responsible for the content, availability or privacy practices of an external website. A link does not necessarily mean that Hawthorn & Key endorses every statement, product or service found there.

43. Events outside our reasonable control

We are not responsible for delay or failure caused by circumstances outside our reasonable control.

These may include severe weather, carrier disruption, transport restrictions, industrial action, technical failures, supply interruption, emergencies or other events that could not reasonably have been avoided.

If such an event significantly affects your order, we will take reasonable steps to explain the situation and the available options.

44. Our responsibility to you

We do not exclude or limit responsibility where it would be unlawful to do so.

Nothing in these Terms & Conditions excludes or limits liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
your statutory rights as a consumer;
any other liability that cannot lawfully be excluded or limited.

Hawthorn & Key supplies products for personal and household use unless otherwise agreed in writing. We are not responsible for business losses arising from a consumer purchase where the law permits this limitation.

45. Personal data

We process personal information where necessary to operate the website, accept orders, arrange payment, organise delivery, provide customer support and meet legal obligations.

Please read our Privacy Policy for further information.

The website also uses cookies and similar technologies. Please read our Cookie Policy.

46. Complaints

If something has gone wrong, please contact us so that we can look into the matter.

Email: hello@hawthornandkey.co.uk

Please include your order number, the email address used at checkout and a clear description of the issue.

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47. Changes to these terms

We may update these Terms & Conditions from time to time to reflect changes in the website, product range, business arrangements or legal requirements.

The terms applying to your order will normally be the version available when the order is placed.

48. If part of these terms is invalid

If any part of these Terms & Conditions is found to be invalid or unenforceable, the remaining parts will continue to apply.

49. Governing law

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Nothing in these Terms & Conditions affects any mandatory consumer protection rights that apply to you.

50. Contact details

Development notice: replace the temporary company details before the website is opened to the public.