Terms of service

Terms and Conditions

Welcome to The Rustic Tree! These Terms and Conditions outline the rules and regulations for the use of our website, https://www.therustictree.co.uk, and apply to all orders placed with us, whether through our website or other channels.

By placing an order with The Rustic Tree, you are agreeing to be bound by these Terms and Conditions. Please read them carefully before making a purchase.

The Rustic Tree reserves the right to update or change these Terms and Conditions at any time without prior notice. We encourage you to review this page periodically for any changes.

1. Ordering and Contract Formation

  • Payment: Full payment is required at the time of placing your order. As many of our items are unique, we cannot hold a creation without immediate payment.
  • Contract of Sale: Placing an order does not automatically form a contract to deliver the product. A contract is formed, and we agree to deliver the product, only when you receive a dispatch confirmation email from us, indicating that your product is on its way.
  • Pricing: Unless otherwise stated, prices do not include postage and packaging, which will be calculated at checkout. We reserve the right to change the price of any item at any time due to factors such as material costs and availability. If an error or omission occurs in pricing, we will inform you of the correct price and your right to cancel the order.
  • Availability: All items are subject to availability and may be withdrawn at any time. If we are unable to supply goods for any reason after you have placed an order, we will refund any money already paid, but we will not compensate for any other losses you may suffer.

2. Products and Descriptions

We take great care to accurately represent our creations. Please keep the following in mind:

  • Photography and Colour: We aim to photograph items as clearly as possible. However, colours and shades may appear differently on various screens and devices.
  • Handmade & Natural Variations:
    • Wood is a natural product: Each wooden item will be unique and will contain natural variations such as knots, sap pockets, grain patterns, and varying shades/colours. These are inherent characteristics and not considered faults.
    • Imperfections: Minor cracks, marks, grain texture, and imperfect decoration are not classified as faults and are therefore not grounds for return as a faulty item.
    • Rustic Finish: Items described as "rustic" are intentionally finished to appear worn and aged. While we ensure the wood is safe (e.g., free from splinters), these items will not be perfectly finished and may contain natural imperfections like twists and cracks.
    • Pyrography: Our pyrography is done by hand, so expect small imperfections in the design. We always aim to incorporate natural 'hot spots' in the wood into the design. The image you see on the screen is the exact item you will receive, so please study the photographs carefully before purchasing. We pride ourselves on creating non-identical, unique pieces.
  • Wood Longevity and Care:
    • Natural Changes: Wood will change over time as it continues to dry. You may find items warp or cup, though usually subtly. These are natural processes and not considered faults.
    • Fading: Pyrography can fade over time. To slow this, keep items out of direct sunlight.
    • Care Instructions: Please ensure you read and follow the "How to Care for Your Creation" page on our website. This page contains important health and safety information and care instructions to prolong the life of your products.
    • Indoor Use: Unless specifically stated, our items are for indoor use only.
    • Exterior Finish (Optional): If you wish to use an item outdoors, you must apply a final exterior finish, or we can do this for you at an additional cost. Please email nicky@therustictree.co.uk with your order number for this service. Note that this will add 2-4 days to the dispatch time due to drying. An exterior finish offers better protection but not full protection against UV and will still fade over time, especially in direct sunlight. This coating will require periodic reapplication.

3. Dispatch and Delivery

  • Dispatch Times:
    • Website Items: We aim to dispatch in-stock items from the website within one business day.
    • Bespoke/Personalised Items: Lead times for bespoke or personalised items are an estimate provided in the product description. If there's a delay, we will contact you.
  • Delivery Carriers: We use Royal Mail for all our shipments. Delivery times are specified at checkout. The Rustic Tree cannot be held responsible for late delivery due to carrier issues, as these are outside our control. We use reputable carriers and expect them to adhere to their guidelines.
  • Approximate Delivery Dates: Any delivery dates provided are approximate. The Rustic Tree will not be liable for any losses, costs, damages, charges, or expenses caused by delivery delays.
  • Packaging: We strive to use packaging as economically as possible, prioritizing eco-friendly and reusable materials. Due to the nature of some products, we may use alternative methods to ensure your items reach you in the best possible condition.
  • Undeliverable Orders: If an order cannot be fulfilled, we will notify you, and you will have the right to cancel. The Rustic Tree will not be liable for any losses, costs, damages, charges, or expenses caused by such cancelled orders.
  • Responsibility for Item: You become responsible for the item as soon as it is delivered to you.

4. Local Pickup Options

We offer free local pickup for your convenience:

  • The Crafty Cottage (Orchard Road, St Annes): Orders for in-stock items are typically ready for pickup the next business day. Please wait for your confirmation email before heading over.
  • Market Collection: You can also collect your order from one of the markets we attend. Check our Events page for dates and locations. Once you've placed your order, simply email us with your order number and the market you'd like to collect from.

5. Returns and Refunds

Please read our returns policy carefully, as some items are exempt.

  • Damaged or Lost in Transit: Any loss or damage to items through transit must be reported to us within 14 days of delivery. This claim must include details and supporting photographs of both the damaged packaging and the item. Please email nicky@therustictree.co.uk with this information. Do not return any items without first contacting us and receiving instructions. The Rustic Tree will not be responsible for any postage costs incurred if you do not follow our instructions. Claims made after 14 days will not be eligible for a refund or replacement.
  • Non-Personalised/Non-Commissioned Items: If you are not entirely satisfied with your order (excluding personalised or commissioned items), you have the right to return it within 14 days of receipt.
    • Condition of Return: Goods must be returned in pristine, saleable condition, in their original box and packaging. They must be returned to us via a signed-for or tracked delivery service.
    • Return Costs: You are solely responsible for the cost and safe return of the goods. Goods received back incomplete, damaged, or in any condition other than saleable will not be refunded.
    • Return Process: If you wish to return a product, you must contact us within 14 days of receipt to initiate the return. Once you notify us of your intent to return, you then have 14 days to return the item. If goods are not returned within this 14-day period after your notification, your right to cancel will be revoked.
    • Late Delivery: We apologize for any late deliveries caused by carriers, but as this is outside our control, no refunds will be issued for items received after an expected date.
  • Personalised and Commissioned Items (Exempt from Returns):
    • These items cannot be returned or refunded unless they are genuinely faulty.
    • Design Proofs: For personalised and commissioned items, we will always email you a proof before production begins. It is your responsibility to double-check all details, including spelling, on this proof. Once you approve the proof and production has started, we cannot rectify mistakes made on your part, and no refund or free replacement will be provided.

6. Health and Safety / Longevity of Your Item

Please observe the following guidelines for the safe use and care of your Rustic Tree creations:

  • Food Safe Items: Items finished as food safe are coated with three layers of high-quality food-safe oil.
    • Cleaning: Do not submerge these items in water, and avoid harsh cleaners (e.g., washing-up liquid). Wiping with a damp cloth should suffice for cleaning.
    • Chopping Boards: To protect any decoration, use only the back of the board for chopping.
  • General Wood Care: No wooden item should be placed in a dishwasher, microwave, or oven.
  • Coasters: Coasters are designed for warm mugs, not hot items directly from the hob or oven. Do not submerge them in water or use harsh cleaners.
  • Candle Holders:
    • Metal Inserts: Most of our candle holders are sold with a metal insert, which must be used when lighting a candle.
    • Flammability: Wood and finishes are flammable. Never leave naked flames unattended.
    • Placement: Place candle holders on a sturdy, level surface, away from flammable items (e.g., curtains) and out of reach of children and pets. Ensure adequate ventilation.
    • Alternative: Where practical, we recommend using battery-powered candles for safety.
  • Mounting Items: We make every effort to ensure hardware (e.g., hooks, ropes) is appropriate for the item's weight. However, it is your responsibility to ensure that wall fixings (nails, screws) are suitable for the surface and that the surface is checked for hidden services (electricity, water, gas) before drilling or fixing. If in doubt, please contact a competent person or trained professional. We cannot be held responsible for damage caused by improper mounting.

7. Seconds

Occasionally, we may list items as "Seconds." Any defect will be clearly described and, where possible, photographed. Items purchased as "Seconds" cannot be returned as faulty, as you are knowingly buying an item with disclosed imperfections.

8. Copyright

  • We use images and fonts that we believe are legally permissible, sourced either royalty-free, public domain, or through purchased licenses, or are our original drawings.
  • Customer-Supplied Images: If you supply images for commissioned creations, you are assuming full responsibility for the reproduction of that image. The Rustic Tree will not be held responsible for any copyright infringements resulting from images provided by a customer; we will assume you have the necessary rights to reproduce the image.

9. Accuracy of Information

We aim to ensure that all information on our website is correct and as accurate as possible. However, we cannot guarantee the complete reliability or accuracy of all information. Any actions taken by you based on information from our website are your sole responsibility.

10. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.