TERMS AND CONDITIONS
This website is operated by Treetop Treasures. Throughout the site, the terms “We”, “Us” and “Our” refer to Treetop Treasures (www.treetoptreasures.co.uk).
“You” or the “Buyer” refers to the person or company with whom the contract is made. “The Order” or “Goods” refer to any goods being subject to an Order by You the Buyer.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. Treetop Treasures reserve the right to update, change or replace any part of the terms and conditions at any time and without prior notice. Therefore, it is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
All content including all product design, text and photographs contained on this website may be protected by Treetop Treasures or third party Copyrights, Trademarks, Service marks, Patents or other Proprietary Rights and Laws. You do not have permission, except where authorised to do so by us, to change, copy, store, publish, rent, licence, sell or distribute in any way any of these property rights.
You agree not to directly or indirectly use us for any unlawful purpose. You also agree not to upload, email, use any images, or other Copyright material without the express permission of the owner. If using any images of our products on social media, a reference to www.treetoptreasures.co.uk must be made.
We may release information to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
Associated Sites/Social Media and Third Party Websites
Treetop Treasures only operate the following social media pages:
If using any images of our products on social media, a reference to www.treetoptreasures.co.uk must be made.
Treetop Treasures may use links to other websites that are owned, maintained and operated by third parties. Therefore, Treetop Treasures cannot be held responsible for any information, subject or availability disclosed by such sites. We shall not be liable in any way for the loss or damage which you may suffer by using such sites.
We make every effort to ensure that each product is described and depicted accurately and that prices are correct at the time of listing.
However, colour representation varies from screen to screen and this may cause a slight variation from the on screen depiction to the real life product. We cannot guarantee that your computer monitor's display of any colour will be accurate.
Buyers must also be aware that products using natural materials can vary in appearance. Treetop Treasures cannot be held responsible for any natural variance/imperfection in any natural material (for example knots/twists in wood) used for a product as this is outside of our control. We will try to use materials that have as few imperfections as possible and illustrate our products as accurately as possible on the website.
We can update/change/remove products without prior notice. Prices for our products are subject to change without notice.
The buyer must ensure that details entered for personalised products are accurate and correct. Treetop Treasures cannot accept the return of or refund personalised products due to an error made by the buyer. Once the order has been processed for engraving, you will be committed to the order and unable to return the custom item as it cannot be resold. Therefore, the buyer must check and double check the details of the order on screen and in the acknowledgment email. If any errors are noticed before a despatch email is received, the buyer must immediately notify us via email at email@example.com. Orders will be processed exactly as received and details provided will not be altered unless to comply with the product’s design (I.e. if the product has a certain date or font format). We will however, make every effort to ensure you are happy with your order and if we notice something that is an obvious error on your part, then we will contact you via email to double check before manufacturing.
Any image required for a personalised product must be of a satisfactory quality and sent as soon as possible in a jpeg format to firstname.lastname@example.org, stating your order number. If the image is not of a high enough quality, then you will be notified by email and an alternative image must be sent, or a refund requested.
If the order requires the buyer to approve an artwork proof (you will be notified by email), then processing and manufacturing your order will not go ahead until approval has been received. This may increase lead time if the buyer fails to respond to communication from us.
Please check details provided by yourself as we can only send communication to the details we have been provided with when you place your order. We cannot accept responsibility for you failing to respond if incorrect details have been entered. In the case where we continually cannot get approval from you for an artwork proof, then we will have to cancel and refund your order within 14 working days.
Custom orders cannot be returned/refunded due to their personalised nature, as outlined in the above section. Customers are expected to pay half the agreed cost upfront before the design process has begun. This upfront cost is non refundable. An artwork proof will then be provided for the customer to approve, any changes should be discussed at this point. Once approved, the final half payment is expected before any manufacturing can proceed. The turnaround time for a custom order (from design to dispatch) is approximately 2-3 weeks (unless otherwise stated on product page), but this will be discussed upon placement of the order. The turnaround time will be delayed if the customer delays artwork approval or payment.
Currently there is a lead time of 3-5 working days excluding delivery. Our clocks currently have a lead time of 7-10 working days. This does not apply to custom orders, lead time for custom orders will be discussed and agreed before the order is placed. This is subject to change/be extended during busy periods and based on demand. If a product becomes affected by this, it will be stated within the product description on the website’s page for that product. Only orders placed after a product’s lead time has been extended will be affected.
Lead time may also be affected if we are waiting for a communication response from you which stops manufacturing your order going ahead.
When placing your order, we will send you an email acknowledgement. This will acknowledge the placing of your order but does not confirm our acceptance of the order. Our acceptance/confirmation of the order will come in the form of an email notifying you of your order’s dispatch. Therefore, no contract will be formed until your order has been dispatched (rather than at the point of purchase/payment). No commitment will have been made if you cancel your order before dispatch or if we cancel your order before dispatch.
We can cancel your order for any of the following reasons:
If the product you have ordered is out of stock
If there has been a product description or pricing error
If your order for a personalised product references content that you do not own the copyright for/have permission for.
If your order for a personalised product references content that is deemed by us to be threatening, defamatory, obscene, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience.
Where authorisation cannot be obtained for your payment
A breach or violation of any of the Terms will result in an immediate termination of your Services.
We reserve the right to cancel your order at any time and issue a full refund; this does not affect your statutory rights. You will be notified by email if your order is cancelled.
We offer free delivery on all orders, therefore prices displayed on the website are inclusive of postage and packaging.
All items will be sent First Class via Royal Mail. We may choose to use a different courier if necessary. Please allow 1-3 working days from receiving the email notifying you of the dispatch of your order. Orders containing 3 products or less (items/sets we deem to be letterbox size) will have products packaged and sent separately. This means each product can fit through a standard letterbox and therefore will be of no disturbance/inconvenience to you. Orders of 4 items/sets or more will be sent as one package. Orders of £25 or more will be sent Signed For First Class, requiring a signature upon delivery.
Neither we, nor any courier service provider that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control. These circumstances are to include, but not be limited to, ill health, any adverse weather conditions such as; snow, flood, extreme winds, fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, act of God, or from any industrial dispute or strike.
Returns, Cancellations and Refunds
Treetop Treasures are unable to take returns or offer refunds on personalised goods. This does not affect your statutory rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in terms of Non-Personalised products.
Please contact us within 14 days to return a non-personalised item via our contact us page or email:
Customers will be responsible for the costs of returning the goods via a tracked/proof of postage delivery method. The refund will only be processed once the goods are received by us. We will issue the refund within 14 working days and it will only be refunded to the payment method used during the purchase. Refunds can take a further 5 working days to return to debit/credit cards.
If goods are delivered damaged or faulty, or you believe an error has been made by us, please contact us immediately (within 24 hours of receiving your order) and we will make every effort to resolve the problem.
All orders are expected to arrive at the delivery address no later than 5 working days upon receipt of the dispatch email, this will be extended in seasonal peak times to 8 working days.
If your order has not arrived within 5 days of the email notifying you of dispatch, please email us with your order number at:
Orders that fail to arrive at their destination after 14 calendar days will be treated as lost.
Customers must contact us within 21 calendar days of receiving their email notifying them of order dispatch to be eligible for a refund, after this time store credit may be offered at our discretion.
It is common for the address or postcode to be incorrect at the time of ordering. Please ensure you have provided us with the correct address and postcode, which can be checked on your order acknowledgement email. Treetop Treasures cannot refund any order where an incorrect delivery address has been provided.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party. We have the right to remove a review if we deem it to be libellous or offensive.
Any further questions? Please contact us at email@example.com