Terms and Conditions
Products & Services
Kazoku Workshop offers a range of handmade and hand-painted products and services, including but not limited to:
Hand-painted candles
Hand-painted baubles
Hand-painted hairbshes
Hand-painted hangers
Hand-painted name plaques
Personalised and bespoke items
Detailed descriptions, specifications and product information can be found on our website and individual product listings.
All products are handmade to order. As a result, slight variations in appearance, colour, finish and detailing may occur and form part of the character of a handmade product.
We reserve the right to amend, update, discontinue or withdraw any product or service at any time, subject to any orders already accepted.
Purchasing Goods & Services
Shop Orders
Products available to purchase directly through our online shop can be ordered by adding the relevant item to your basket and completing the checkout process.
Prices are displayed in pounds sterling (£) and include any applicable taxes unless otherwise stated. Delivery charges and any optional additional services will be displayed separately at checkout or confirmed before an order is placed.
We reserve the right to amend our prices at any time. Any price changes will not affect an order that has already been accepted and paid for.
All orders are subject to product availability. If we are unable to fulfil an order after it has been placed, we will contact you and provide an appropriate resolution, which may include a refund.
Bespoke & Custom Orders
We may be able to accommodate bespoke requests where possible, depending on the design, materials, complexity of the request and our current workload.
Please contact us before ordering if you have something specific in mind, and we will be happy to let you know whether we can accommodate your request.
Bespoke designs may incur additional fees depending on the time, materials and work involved. Any additional costs will be discussed and agreed with you before work begins.
For larger or more involved bespoke projects, please contact us in advance so that we can discuss your requirements, design, timeframe and availability.
Payment Terms & Invoicing
All prices quoted for bespoke work are in pounds sterling and exclude delivery and additional services unless otherwise stated.
Quoted prices are based on our current costs of materials, production and labour and may be subject to change. If an enquiry is made significantly in advance of the required date, particularly six months or more, we may need to reconfirm the quoted price before the project is booked.
For bespoke services priced at £300 or below, full payment is required before work begins.
For bespoke services above £300, a non-refundable 50% deposit is required to secure your place in our design schedule. Your design slot will normally be held for 30 days from the date your invoice is issued. If the deposit has not been received within this period, we cannot guarantee that the original slot will remain available.
The remaining balance must be paid in full before the finished goods are dispatched.
Payment for bespoke orders is accepted by bank transfer unless otherwise agreed.
Order Processing & Fulfilment
Processing times vary depending on the product, order type and our current workload. For bespoke orders, the expected timeframe will be discussed and agreed with you before work begins.
Processing times relate to the time required to create and prepare your order and do not include postal delivery time unless specifically stated.
Please note that responding promptly to messages, approving designs and providing any required information helps us to keep your order moving as quickly as possible.
Cancellation, Returns & Refunds
Shop Orders
We want you to be completely happy with your purchase.
For eligible non-personalised shop purchases, you may have a statutory right to cancel your order within the applicable cancellation period under UK consumer law. Where applicable, cancellation requests should be made within the required timeframe and the item returned in accordance with our instructions.
Unless an item is faulty, damaged or incorrect, return postage is normally the customer's responsibility where the customer is exercising a right to cancel.
Items should be returned unused and in their original condition, with any original packaging where reasonably possible.
Once the returned item has been received and checked, any refund due will be processed in accordance with applicable consumer law.
Nothing in these Terms & Conditions affects your statutory consumer rights.
Personalised & Bespoke Orders
Personalised and bespoke products are made especially for you and may not be eligible for cancellation simply because you have changed your mind once production or personalisation has begun, subject to your statutory rights.
Where a cancellation is accepted before work has begun, any refund will be considered according to the stage of the order and any costs already incurred.
For larger bespoke projects, the cancellation terms applicable to your order will be confirmed before work begins.
Incorrect, Damaged or Faulty Goods
We take great care to ensure that your order is carefully finished, checked and packaged before leaving our studio.
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible. Please keep the original packaging and provide clear photographs of the packaging and the item so that we can assess the issue and provide an appropriate resolution.
Where an item is confirmed to be damaged, faulty or incorrect, we may offer a replacement, repair or refund as appropriate and in accordance with your statutory rights.
Delivery
Delivery charges and available postage options will be displayed at checkout or confirmed on your invoice.
Once your order has been dispatched, you will receive a dispatch confirmation and, where applicable, tracking information.
We currently post orders on working days, excluding Sundays and public holidays.
The customer is responsible for providing an accurate and complete delivery address. Please check your address carefully before completing your order.
Delivery times provided by postal services are estimates unless a specific service expressly guarantees delivery. We cannot be held responsible for delays caused by postal or delivery services once an order has been dispatched.
Delays may occur as a result of circumstances including, but not limited to:
Severe weather
Flooding or other adverse conditions
Postal service disruption
Industrial action
Public holidays
Road closures or major events
Failed delivery attempts
Operational or technical issues affecting the postal service
If your parcel appears to be delayed, please contact us and we will assist where possible. Where appropriate, we may need to allow the postal service's relevant investigation period to pass before a missing parcel investigation can be opened.
For incorrect addresses supplied by the customer, we may be unable to offer a refund where the parcel has been successfully delivered to the address provided at checkout.
Proofs & Personalisation
For bespoke projects where design proofs are provided, up to three rounds of reasonable revisions are included unless otherwise agreed.
Additional revisions may incur an additional fee. Any additional costs will be discussed and agreed before the additional work is carried out.
We will make reasonable efforts to ensure that personalisation and wedding details are reproduced accurately.
Where relevant, we may ask you to confirm spelling, dates, wording, layout and other personalised details before production.
The customer is responsible for carefully checking the final proof and ensuring that all information supplied is complete and correct.
Once a design has been approved, changes requested afterwards may incur additional fees and may not always be possible.
Hairbrushes Variations
Each brush is made from natural wood, so variations in colour, grain and small natural blemishes may occur. These are natural characteristics of the material and contribute to the unique appearance of each brush.
As every brush is individually hand painted, slight variations between the finished item and photographs or previous examples are to be expected.
We take great care to photograph and display our designs as accurately as possible. However, colours may appear slightly different depending on your monitor, screen or device.
Please note that soft goat-hair bristles may shed slightly during initial use. This can be a normal characteristic of natural hair bristles.
Rush Orders
A Rush Order option may be available on selected products and can be selected directly within the relevant product listing.
The rush fee is an additional charge for prioritising your order within our studio schedule. It covers priority processing only and does not include postage or guarantee a particular delivery date.
Rush orders are subject to our current workload and availability and can only be accepted where we have sufficient capacity to meet the requested turnaround time.
Processing Times
Processing time refers to the time required to paint and prepare your order and does not include delivery time.
Processing times vary depending on the item and will be clearly stated on the relevant product listing.
If you require your parcel to arrive by a particular date, please contact us before ordering so that we can advise whether the requested timeframe is achievable and whether an upgraded delivery service is appropriate.
Rush Order Cut-Off Times
Rush orders must be placed by 18:00 UK time.
Orders placed after 18:00 UK time will still be accepted where available but will be treated as having been received on the following working day.
All times are based on UK time and are subject to our current workload and availability.
Rush Order Delivery
The rush fee relates to priority processing only and does not guarantee a specific delivery date.
If faster delivery is required, you may be able to select or upgrade to an expedited postage service, such as Royal Mail Tracked 24 or Royal Mail Special Delivery Guaranteed by 1pm, where available.
Any upgraded postage is charged separately from the rush processing fee.
Delivery times remain subject to the relevant postal service and its terms and conditions.
Special Delivery Guaranteed by 1pm is subject to the postal service's service conditions and requires a signature on delivery.
We are not responsible for delays caused by the postal service after your order has been dispatched.
We reserve the right to decline a rush order where the requested timeframe cannot reasonably be achieved or accepting the order would adversely affect existing customer orders.
Where a rush order has been accepted, we will make reasonable efforts to meet the agreed processing timeframe, but the rush fee does not guarantee a particular delivery date.
Where a rush fee has been paid and priority processing has commenced, the rush fee is non-refundable, subject to your statutory rights.
Custom Orders
We are always happy to consider bespoke design requests where possible.
Custom requests are subject to our available materials, studio capacity, production schedule and the complexity of the requested design.
We may not be able to accommodate every request.
Bespoke designs may incur additional fees depending on the time, materials and work involved. Any additional costs will be discussed and agreed before we begin.
For more involved bespoke projects, please contact us before ordering so that we can discuss your ideas, requirements and timeframe.
Product Suitability & Safety
The customer is responsible for ensuring that products are suitable for their intended environment and application.
Candles
For candles and other products involving an open flame, the customer is responsible for checking with their venue regarding any relevant safety regulations, restrictions or requirements.
All products should be used in accordance with any care and safety instructions provided with the product.
Hairbrushes and combs
Our hairbrushes are handmade personal-care items and are not toys. They should be used only for their intended purpose and kept out of reach of babies and young children when not in use.
The customer is responsible for ensuring that the brush selected is appropriate for the intended user, taking into consideration their age, hair type, hair length and individual requirements. Any age and size guidance provided on our website is intended as general guidance only.
Hairbrushes should be handled and used appropriately and should not be used as toys or for purposes other than brushing hair.
As our brushes are handmade from natural materials, variations in wood grain, colour and finish may occur. Natural bristles may also shed slightly during initial use.
The customer is responsible for checking the condition of the brush before and during use. If the brush becomes damaged, develops loose or broken components, or is otherwise no longer suitable for use, it should be removed from use.
For babies and young children, hair brushing should be carried out by or under the supervision of a responsible adult.
We cannot accept responsibility for damage or injury resulting from misuse, inappropriate use, failure to follow care instructions, use of a brush that is unsuitable for the intended user, or continued use of a damaged product.
Name Plaques
Our name plaques are decorative items and are not toys. The customer is responsible for ensuring that the plaque is installed securely and is suitable for the intended location and surface.
The customer is responsible for selecting appropriate fixings or hanging products suitable for the weight of the plaque and the surface to which it is being attached. Where adhesive hanging strips or other third-party hanging products are used, the manufacturer's instructions, weight limits and surface suitability must be checked and followed carefully.
The suitability and strength of third-party fixings, adhesive strips and other hanging products may vary depending on the surface, environment and method of installation. We cannot guarantee the suitability, strength or performance of any third-party fixing or hanging product selected by the customer.
For children's bedrooms and nurseries, the customer is responsible for ensuring that the plaque is positioned securely and safely and is kept out of reach of babies and young children. Particular care should be taken when positioning a plaque above or near cots, beds or other areas where a child may be able to reach, pull or grab it.
The customer is responsible for checking the plaque and its fixings regularly to ensure they remain secure and suitable for continued use. If the plaque becomes loose, damaged or the fixing begins to deteriorate, it should be removed immediately and the fixing replaced or the plaque safely reinstalled before being displayed again.
We cannot accept responsibility for damage, injury or loss arising from the incorrect installation, unsuitable positioning, inappropriate use or failure of third-party fixings or hanging products selected by the customer.
Embroidered Patches & Tags
Our embroidered patches and tags are decorative and personalised items and are not toys. They are not intended to be handled or played with by babies or young children and should be kept out of reach when not in use.
The customer is responsible for ensuring that any embroidered patch or tag is suitable for its intended purpose and is securely attached to the item it is being used with.
Where a patch is applied using an adhesive, iron-on backing, stitching or another method of attachment, the customer is responsible for ensuring that the attachment method is suitable for the intended fabric or surface.
The strength and suitability of any adhesive, backing, thread, fastener or other third-party attachment product may vary depending on the material, surface, temperature, washing and method of use. We cannot guarantee the suitability or performance of third-party products or attachment methods selected or used by the customer.
The customer is responsible for checking the patch or tag and its attachment regularly to ensure that it remains securely in place. If it becomes loose, damaged, frayed or detached, it should be removed immediately and repaired, securely reattached or replaced before being used again.
Particular care should be taken when embroidered items are attached to children's clothing, bags, blankets, toys or other items used by babies and young children. They should not be positioned where they could become detached and present a choking or other safety risk.
Embroidered patches and tags should not be given to babies or young children as standalone items or used as toys.
We cannot accept responsibility for damage, injury or loss arising from incorrect attachment, inappropriate use, unsuitable positioning, misuse, failure to follow care instructions, or failure to regularly check the security and condition of the embroidered item.
Other Decorative Items & Keepsakes
Our baubles, ornaments, keepsakes and other decorative items are intended for decorative purposes only and are not toys. They are not designed or intended to be handled or played with by babies or young children and should be kept out of reach when not in use.
The customer is responsible for ensuring that each item is used, displayed and stored appropriately and is suitable for its intended location and purpose.
Where an item is designed to be hung or displayed using a ribbon, hook, string, adhesive, fixing or other attachment method, the customer is responsible for ensuring that the chosen method is suitable for the item, surface and intended location. Any manufacturer's instructions and weight limits for third-party fixings or hanging products should be followed carefully.
The suitability and strength of third-party fixings, adhesives, hooks, ribbons and other hanging products may vary depending on the surface, environment and method of use. We cannot guarantee the suitability, strength or performance of third-party products selected or used by the customer.
The customer is responsible for checking decorative items regularly to ensure that they remain secure and in good condition. If an item becomes loose, damaged, cracked, broken, frayed or otherwise unsuitable for use, it should be removed from display immediately and repaired, replaced or safely disposed of as appropriate.
Particular care should be taken when displaying decorative items in homes with babies, young children or pets. Items should be positioned securely and out of reach and should not be placed where they could be pulled down, knocked over, swallowed or otherwise present a safety risk.
Decorative items should not be given to babies or young children as toys or used for play.
We cannot accept responsibility for damage, injury or loss arising from incorrect installation or attachment, inappropriate positioning, misuse, use of unsuitable third-party fixings or hanging products, failure to follow care instructions, or failure to regularly check the condition and security of the item.
Natural & Handmade Variations
We take great care to display our photographs, colours and designs as accurately as possible.
However, slight variations may occur due to:
Different monitors and screens
Natural variations in materials
Hand-painted application
Lighting and photography conditions
The individual characteristics of each handmade item
These variations are not considered defects where they are consistent with the handmade nature of the product.
Changes to These Terms
We reserve the right to update these Terms & Conditions from time to time to reflect changes to our products, services, business practices or legal requirements.
The Terms & Conditions applicable to an order will be those in effect at the time the order is placed, unless a change is required by law.
Contact
If you have any questions regarding your order, delivery, products, bespoke projects or these Terms & Conditions, please contact Kazoku Workshop using the contact details provided on your order or through our enquiry form.