Catkin Tree Studio Delivery, Returns and General Terms and Conditions Information (May 2023)

Delivery Information

• Local delivery is free, regardless of order value.  Local delivery is to the following areas of Didcot only: Central and old Didcot, South Didcot (up to and including LLoyd Road), Great Western Park, Ladygrove, Fleet Meadow.  If your postal address is eligible for free delivery, this will be automatically shown at checkout.  We reserve the right to remove or amend local free delivery services.
• Orders up to the value of £5, shipping costs £1.20.  
• Orders up to the value of £20, shipping costs £4.00.
• Orders up to the value of £30, shipping costs £7.00.
• Shipping is free for large orders over the value of £30.
• We aim to process your order within 2 working days (Monday-Friday) of payment being received by us. Orders placed on bank holidays/public holidays may take longer.
• We prefer to ship items by Royal Mail rather than alternative couriers.  Where an order is exceptionally large, or in the case of national or local disruption to postal services, we reserve the right to select an alternative shipping provider that provides an equivalent dispatch time and service.
• We will typically use Royal Mail 48hr or 2nd class.  Tracked services will usually be used for orders of value over £5.

Returns and refunds

• If your item unfortunately does not arrive within a timeframe that would be reasonably expected (e.g. a working week from order), it is the customer's responsibility to please contact us to let us know.
• Please be aware that Royal Mail will not consider items "lost" until  10 working days after the due date (2nd class items) or 7 days after the due date (for 48hr tracked services).  Please see Royal Mail's website for more information, and the information on this page will take precedence over the information here, if there are discrepancies.
• Where a shipping service other than Royal Mail has been used, their terms of service will apply for determining after what period of time has to elapse before an item is considered lost.
• A replacement or refund will not be dispatched until after the point in time when an item can be officially determined as lost by the shipping company.
• If an item arrives damaged from the shipping process, it is the customer's responsibility to let us know as soon as possible and within 2 working days of receipt.  The customer must take pictures showing both the damage to the product, and the damaged shipping packaging and send them to us via email when they notify us of a damaged item.  Where evidence (photos) of damage caused by shipping is not provided by the customer, we will only provide a refund or replacement at our own discretion.  So, please ensure you take pictures of any damaged packaging caused by shipping!  Where a refund is issued, this will include the postage costs, and where a replacement is issued, we will cover the shipping cost.
• If you change your mind about your purchase, you have 2 working weeks from date of receipt to let us know via email that you would like to return your item.  You as the customer must dispatch the item back to us in a timely manner, and no later than 5 working days after you have notified us.  You, the customer will be responsible for and pay the return postage costs - this will not be refunded to you.  You are also responsible for the item whilst it is shipped back to us, and Catkin Tree Studio strongly recommend that you use a tracked service which provides an appropriate level of compensation cover for the the item in question.  If the item is lost when it is shipped back to us, we will assist as far as practicable with any lost item claim to your shipping provider, but ultimately you as the customer and sender are responsible for lodging any lost item claim.
• If you change your mind about your purchase, it must be returned to us clean, unused, in its original product packaging and in a state where it can be resold.  If returned items are not in this state, a refund will not be issued and we will provide you with proof (photos) of the state it was received in and the reason why it is not eligible for a refund.  We will be under no obligation to ship the item back to you in this case.

Other general terms and conditions

• Abuse or intimidation of any type shown to Catkin Tree Studio staff or affiliates will not be tolerated and appropriate action will be taken.
• All designs shown on the Catkin Tree Studio site are copyright to Catkin Tree Studio (Ruth Harris), and remain so.
• No purchase that you make of any item transfers any copyright to you in any way.  The exception for commission items is where the transfer of copyright is explicitly stated within the negotiation between us as Catkin Tree Studio and you as the customer before any work commences.  Where copyright terms are not explicitly stated and recorded in writing (including email), no copyright transfer exists and the copyright will remain with Catkin Tree Studio (Ruth Harris).
• Copyright infringement of any designs shown on products will be treated seriously and appropriate action will be taken, including legal action as required.
• Copyright infringement of the website will also be treated seriously, and any imitation of the Catkin Tree Studios brand will be treated seriously and appropriate action taken.
• You use this website at your own risk and we will not be held liable for any mishaps or or lost income from you visiting, browsing or using this website.
• We reserve the right to update these terms and conditions at any point, and we also reserve the right to update the privacy policy at any point.