Terms and Conditions

Last updated: 16/08/2026

1. Who we are

This website is operated by Célia Pernet, a sole trader trading as The Fairy Tree House.

Business address:

Suite RA01

195-197 Wood Street

London

E17 3NU

United Kingdom

Email: thefairytreehouse@gmail.com

In these Terms, “we”, “us” and “our” refer to Célia Pernet trading as The Fairy Tree House. “You” and “your” refer to the person using this website or purchasing a product from us.
The website is operated using Wix as an e-commerce and website platform. Wix is not the seller of the products. Your contract for the purchase of a product is with The Fairy Tree House.

2. These Terms

These Terms apply to: your use of this website; orders placed through this website; and the sale and delivery of products purchased from us. Please read these Terms before placing an order. By placing an order, you confirm that you have read and accepted these Terms. These Terms should be read together with our: Delivery and Customs Information; Returns, Withdrawal and Refunds Policy; Privacy Notice; Cookie Notice; and product-specific information and care instructions.

If there is a conflict between these Terms and mandatory consumer rights, the mandatory consumer rights will prevail.
For customers in France, a French-language version of the consumer information and applicable terms should be made available before purchase. The French version should be used for French-targeted sales where required by law.

3. Our products

We sell handmade ceramic and decorative products, including stoneware mugs and other unique or small-batch creations.
Because our products are handmade, minor variations in colour, texture, shape, size and finish may occur. These variations are part of the handmade nature of the products and are not defects where the product remains consistent with its description and photographs.

The main characteristics of each product are described on the relevant product page. Please read the product description, dimensions, care instructions and any warnings before ordering.
Product photographs are intended to give a fair representation of the products. Colours may appear slightly different depending on your screen and settings.

We may correct obvious errors in product descriptions, prices or availability. If an obvious error affects an order that you have placed, we will contact you and give you the option to confirm the order at the correct price or cancel it for a full refund.

4. Food-contact products and safety information

A product should only be used for food or drink if the relevant product page expressly indicates that it is intended for that use.
Claims such as “food-safe”, “microwave-safe”, “dishwasher-safe” or “oven-safe” will only be made where they are appropriate for the finished product and supported by our product information and assessment.

Please follow the care instructions provided with the product. Handmade ceramics may become hot, break if dropped, or be damaged by unsuitable use. Unless expressly stated otherwise, decorative products should not be assumed to be suitable for food or drink.
You must not use a product in a way that is inconsistent with its description, warnings or care instructions.

5. Product availability

Products are subject to availability. Some products are unique, seasonal or available only in limited quantities.
If we cannot supply a product that you have ordered, we will contact you as soon as reasonably possible and refund any payment made for that product.
We may discontinue a product in the future, but this will not affect an order that we have already accepted unless the product is unavailable or affected by an obvious error.

6. Placing an order

To place an order, you must select the products you wish to buy, provide the requested information and complete the checkout process.

Before submitting your order, you should check that:

the products and quantities are correct
your delivery and billing details are correct
the selected delivery method is suitable
the total price and delivery charges are correct
any applicable customs or import charges are understood.

You are responsible for correcting any information that you provide incorrectly before submitting your order.
After you submit an order, we will send an email acknowledging receipt. This acknowledgement does not necessarily mean that we have accepted your order.
The contract between you and us will be formed when we send you an order acceptance email or dispatch confirmation, whichever happens first.
If we do not accept your order, we will inform you and refund any payment that you have made.

We may refuse or cancel an order where:

the product is unavailable
there is an obvious error in the price or product information
we cannot deliver to the address provided
we reasonably suspect fraud or misuse of the website
legal or safety reasons prevent us from supplying the product

If we cancel an order after payment, we will refund the amount paid for the cancelled order.

7. Prices and payment

The price of each product is shown on the relevant product page and at checkout.
Prices may change from time to time, but a price change will not affect an order that we have already accepted.
Delivery charges are shown separately at checkout unless stated otherwise.
Payment must be made using one of the payment methods offered at checkout. Payment is normally taken when the order is placed.

We do not currently charge UK VAT unless this position changes. Where taxes are applicable, the total price and applicable taxes will be shown as required by law.
For deliveries from Great Britain to France, any applicable import VAT, customs duty, customs clearance charge or carrier handling fee will be allocated according to the delivery model shown at checkout.

8. Delivery

We will provide an estimated processing or dispatch time on the product page or at checkout.
Delivery times are estimates unless a specific delivery date has been expressly agreed. Handmade, personalised, seasonal and made-to-order products may require additional processing time. Any applicable timeframe will be stated on the product page.
We will deliver to the address provided with your order. Please check that the address is complete and accurate.
If an order is delayed, please contact us at the email address above. We will investigate the delay and provide appropriate assistance.

If we fail to deliver within the agreed period, or within the applicable statutory period where no period has been agreed, you may have rights to require delivery, cancel the order and receive a refund.
Risk in the product remains with us until the product comes into your physical possession, unless you independently choose a carrier that we did not offer as a delivery option.

You are not required to pursue the carrier instead of us if a parcel is lost, damaged or incorrectly delivered. We may ask you to provide information or photographs to help us investigate a delivery problem.

9. Deliveries to France and import charges

For deliveries to France, the applicable delivery model will be shown at checkout.

DAP option: Prices exclude any French import VAT, customs duty and carrier clearance or handling charges payable by the customer on importation.
DDP option: We arrange the import clearance process and include applicable import charges in the price, subject to the arrangements confirmed with our carrier and customs representative.

We must not describe orders as DAP or DDP unless our actual customs, VAT and carrier arrangements support that description.

For international deliveries, customs authorities may request information about the product, its value, origin and intended use. You agree to provide information reasonably required to complete delivery or customs formalities.

10. Right to cancel or withdraw

If you are a consumer, you generally have the right to cancel an online purchase of goods without giving a reason.
The cancellation period normally ends 14 days after the day on which you, or a person you nominate other than the carrier, receive the goods.
To exercise this right, you must send us a clear statement that you wish to cancel. You may use the model cancellation form at the end of these Terms, but you do not have to use that form.

You may contact us by email at:
thefairytreehouse@gmail.com

You must send your cancellation notice before the cancellation period expires.

After telling us that you wish to cancel, you must send the goods back without undue delay and normally within 14 days of notifying us.
You are responsible for taking reasonable care of the goods while they are in your possession. You may handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
You may be responsible for any reduction in the value of the goods caused by handling beyond what is reasonably necessary to inspect them.
You must not be required to return the goods unused or in unopened original packaging as a general condition of exercising your statutory cancellation right.

11. Products excluded from the right to cancel

The cancellation right may not apply to a product that is made to your specific requirements or clearly personalised for you.

This exception applies only where the product genuinely falls within the relevant legal exception.

A product being handmade, unique, seasonal, limited edition, made in a small batch or made to order does not automatically remove the right to cancel.

The right to cancel does not remove your rights if a product is faulty, unsafe, damaged, misdescribed or otherwise does not conform to the contract.

12. Returns

If a return must be arranged, please wait for us to send you the return address by mail.

Do not use the business address above as the return address unless that address can receive and process customer returns.

You should return products securely packaged and with sufficient protection to prevent damage during transport. You do not have to use the original packaging if equivalent protection is used.
For an ordinary change-of-mind cancellation, you will normally pay the direct cost of returning the product, provided that we informed you of this before the order was placed.

We will be responsible for reasonable return costs where:

the product is faulty
the product is damaged before delivery
the product does not match its description
the wrong product was sent
or the product otherwise fails to conform to the contract

Please contact us before returning a faulty, damaged or incorrect product so that we can provide the correct instructions. This request does not remove your statutory rights.

13. Refunds following cancellation

If you validly cancel an order, we will refund the payments received from you, including the cost of the cheapest standard delivery option that we offered.
We will normally issue the refund using the same payment method that you used for the original transaction, unless you expressly agree otherwise.
We may delay the refund until we have received the returned product or until you provide evidence that you have sent it back, whichever happens first.
We will normally issue the refund without undue delay and within the period required by applicable law.
We will not charge a refund fee.
An exchange may be offered as a practical alternative, but it does not replace your statutory right to cancel and receive a refund where that right applies.

14. Faulty, damaged or non-conforming products

If a product is faulty, damaged, unsafe, incorrectly described or otherwise does not conform to the contract, please contact us at:
thefairytreehouse@gmail.com
Please include:

your order number
the product concerned
a description of the problem
photographs where they help us understand the issue

We will assess the issue and provide an appropriate remedy under the law applicable to your purchase.
Depending on the circumstances, this may include repair, replacement, price reduction, refund or another remedy required by law.

Nothing in these Terms excludes or limits your statutory rights in relation to faulty, unsafe, damaged, misdescribed or non-conforming products.

15. Legal guarantees

For customers in the United Kingdom, nothing in these Terms affects statutory rights under applicable consumer legislation, including rights relating to satisfactory quality, fitness for purpose and conformity with the description.
For customers in France, nothing in these Terms affects the applicable French legal guarantees, including the legal guarantee of conformity and the guarantee against hidden defects.
These legal rights apply regardless of whether they are reproduced in full in these Terms.
A manufacturer, carrier, glaze supplier or delivery company does not replace us as the seller responsible for handling your consumer claim.

16. Personalised and handmade products

Where a product is genuinely made to your specific requirements or clearly personalised, the statutory cancellation exception may apply.

Before ordering a personalised product, you will be informed if the right to cancel does not apply.
The following characteristics do not automatically make a product non-returnable:
handmade production;
a unique design;
a seasonal design;
a small-batch product;
a made-to-order product; or
natural variations in handmade materials.
Personalised products must still be safe, accurately described and free from defects.

17. Website use

You must not use the website:
for an unlawful purpose;
to infringe the rights of another person;
to introduce viruses or other harmful code;
to interfere with the operation or security of the website; or
to copy or commercially exploit website content without permission.
We may suspend access to the website where reasonably necessary to protect the website, our customers or our business.
This section does not affect your consumer rights or your right to access information about an order you have placed.

18. Intellectual property

The website, including its text, photographs, designs, logos, graphics and other content, belongs to The Fairy Tree House or is used with permission.
You may view and use the website for personal, non-commercial purposes. You must not copy, reproduce, modify, distribute or commercially exploit website content without our prior written permission.

19. Privacy and cookies

The processing of personal data is explained in our Privacy Notice.
The use of cookies and similar technologies is explained in our Cookie Notice and cookie-preference tool.
Our Privacy Notice and Cookie Notice are separate documents and are not replaced by these Terms.

20. Third-party links and services

The website may contain links to third-party websites or services.
We are not responsible for the content, availability or policies of third-party websites. Any use of a third-party website is subject to that third party’s own terms and policies.
Payment, delivery and website technology providers may process information in accordance with their own terms and privacy notices, as explained in our Privacy Notice.

21. Events outside our reasonable control

We will not be responsible for a delay or failure caused by circumstances outside our reasonable control, including natural disasters, severe weather, strikes, transport disruption, customs delays, changes in law, cyberattacks or failures of third-party systems.
This does not remove your right to cancel an order or receive a refund where required by law.

22. Changes to these Terms

We may update these Terms from time to time.
The version that applies to your order is the version available when we accept your order, unless a change is required by law.
Changes to these Terms will not retrospectively alter an order that we have already accepted.
The date at the beginning of these Terms shows when they were last updated.

23. Complaints and consumer mediation

If you have a complaint, please contact us first at:
thefairytreehouse@gmail.com

We will try to resolve the matter promptly and fairly.

24. Governing law and jurisdiction

These Terms are governed by the law of England and Wales.
If you are a consumer who lives in another country, nothing in these Terms prevents you from benefiting from mandatory consumer protections that apply to you under the law applicable to your situation.
Nothing in these Terms prevents you from bringing proceedings before a court that has jurisdiction under applicable law.

25. Contact information

If you have questions about these Terms, please contact us at:

The Fairy Tree House

Célia Pernet, sole trader