Terms & Conditions – handmadebycathy.co.uk

Last updated: 8 October 2026

These Terms and Conditions apply to all orders placed through handmadebycathy.co.uk and to all custom, keepsake and sewing services provided by Handmade by Cathy Ashton. Please read them carefully before ordering. By placing an order, you agree to these terms. They do not affect your legal rights as a consumer.

1. About me

Handmade by Cathy Ashton is run by Cathy Ashton, a sole trader based in Liverpool, L11 0AG, United Kingdom.

Email: [email protected]
Phone: 07926244957 (Monday to Friday 9am–5pm, Saturday 10am–2pm)
Location: Liverpool, L11 0AG, United Kingdom

2. Products and services

I offer:

Ready-made items: handmade products available to buy as shown, without personalisation.
Personalised and custom items: products embroidered or made with names, wording, dates, colours, fonts or designs you choose, such as baby blankets, baby grows, bibs, hats, dummy clips, gift sets and clothing, and one-off pieces made to your specification, including memory bears and memory cushions made from your own clothing or fabric.
Clothing embroidery: adult and children’s t-shirts, sweatshirts, hoodies and workwear.
Sewing services: alterations, repairs, zip replacements, cushion covers and bespoke sewing projects.

Every item is handmade, so there may be slight variations in colour, size, stitching and placement compared with photographs. Colours may also look different depending on your screen. These small differences are part of what makes each piece unique and are not considered a fault.

3. Placing an order

Choose your item and any available options, and enter your personalisation details exactly as you want them to appear.
Check all spelling, dates, sizes, colours and wording carefully before submitting. I will embroider personalisation exactly as entered.
After you place your order, you will receive an email acknowledging it. This is not an acceptance of your order.
A contract is formed when I confirm your order by email or dispatch it, whichever happens first.

I may decline an order, for example if an item is unavailable, a personalisation request cannot be completed, or the wording is offensive or infringes someone else’s rights. If so, I will let you know and refund any payment in full.

If you notice a mistake in your personalisation details, contact me immediately. I will do my best to help, but changes may not be possible once work has started.

4. Custom orders, quotes and proofs

For bespoke items, keepsakes and sewing services, I will discuss your requirements and give you a quote. Quotes are valid for 30 days.
Where a design proof is provided, please check it carefully. Once you approve it, I will make the item exactly as shown, and I am not responsible for errors in an approved proof.
For bespoke work agreed outside the website, I may ask for a deposit of [50%] before starting. The balance is due before the item is dispatched or collected. Deposits cover materials and time and are non-refundable once work has started, except where I am unable to complete the order.

5. Items you send to me

For memory keepsakes, alterations, repairs and embroidery onto your own garments:

Please make sure items are clean, dry and free from pins or valuables. Items are sent at your own risk, so I recommend a tracked and insured postal service.
I will take great care with your items. However, older, delicate, stretchy or worn fabrics can behave unpredictably when cut, sewn or embroidered. I will tell you beforehand if I have concerns, but I cannot be responsible for damage caused by the existing condition or nature of the fabric.
For memory keepsakes, the finished item will use parts of your clothing. Unused pieces will be returned to you unless you ask me to dispose of them. Please tell me if any item has particular sentimental value or must not be cut in a certain place.
Measurements for alterations are your responsibility unless I take them myself at a fitting.
Items not collected or paid for within 90 days of completion, after reasonable attempts to contact you, may be disposed of or donated.

6. Prices and payment

All prices are in pounds sterling (£). [I am not currently VAT registered, so no VAT is charged.]
Delivery charges are shown at checkout and added to the total.
Payment is taken in full when you order through the website. I accept all major credit and debit cards through WooPayments (powered by Stripe), as well as PayPal. All payments are processed securely, and I never see or store your full card details.
If a price is shown incorrectly by mistake, I will contact you before accepting your order and give you the option to continue at the correct price or cancel for a full refund.

7. Making and delivery times

Order type	Dispatch time	Delivery time (including dispatch)
Ready-made items	Within 48 business hours	3–7 business days
Personalised and custom items	7–10 business days	2–3 weeks

These are estimates. Full details are in my Shipping Policy, which forms part of these terms. If you need an item by a particular date, please contact me before ordering. I will always try to help but cannot guarantee delivery dates unless agreed in writing.

8. Cancellations and returns

Ready-made (non-personalised) items

Under the Consumer Contracts Regulations 2013, you may cancel your order within 14 days of receiving it, without giving a reason. To cancel, email [email protected]. You must then return the item within 14 days of telling me, unused and in its original condition and packaging. Return postage is your responsibility unless the item is faulty. I will refund the item price and standard delivery cost within 14 days of receiving the item back, using the original payment method. I may reduce the refund if the item has been used or damaged beyond what is needed to inspect it.

Personalised, custom and made-to-order items

Personalised items, custom orders, memory keepsakes and items made to your specification cannot be cancelled or returned simply because you have changed your mind. This is because they are made especially for you, and these items are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013. This does not affect your rights if an item is faulty or not as described (see section 9).

Sewing services

You may cancel a service within 14 days of booking. If you have asked me to start work within that period, you will need to pay for work already done and materials already used. Once a service is complete, the right to cancel no longer applies.

9. Faulty items and mistakes

Your rights under the Consumer Rights Act 2015 are not affected. Items must be of satisfactory quality, fit for purpose and as described.

If your item is faulty, damaged on arrival, or there is a mistake on my part (for example, a spelling error that differs from what you entered), please contact me within [7] days of delivery with your order number and photos.
I will offer a repair, replacement or refund, depending on the issue and in line with your legal rights. Where a faulty item needs to come back, I will cover the return postage.
Errors in personalisation details you supplied, or in a proof you approved, are not considered a fault.
Damage caused by normal wear and tear, accidents, misuse or not following the care instructions is not covered.

10. Care and safety

Please follow the care instructions supplied with your item. Unless stated otherwise, embroidered items should be washed inside out on a gentle, cool cycle and not tumble dried on high heat.
Dummy clips must always be used under adult supervision. Check the clip before every use and stop using it at the first sign of damage or wear. Never attach a dummy clip to a cot, pram strap or anything other than the child’s clothing, and never extend it or tie it around a child’s neck.
Memory bears and keepsakes are decorative items, not toys, and are not suitable for children under 3 unless I have specifically confirmed otherwise.
Babies should never be left unattended with blankets, soft items or accessories, and loose items should not be placed in a sleeping baby’s cot.

11. Designs, logos and photographs

All designs, photographs and content on this website belong to Handmade by Cathy Ashton and may not be copied or used without my permission.
If you ask me to embroider a logo, design, name or wording, you confirm you have the right to use it. This includes company logos for workwear. I may decline designs that infringe trademarks or copyright, such as characters or brand logos you do not own.
I may photograph finished items for my portfolio, website or social media. I will not show personal details such as names, or photos from memory keepsake orders, without your permission.

12. My liability

If I fail to meet these terms, I am responsible for loss or damage you suffer that is a foreseeable result of my breach or negligence, but not for loss that was not foreseeable.
My total liability for any order is limited to the price you paid for it, except where the law does not allow this.
Nothing in these terms limits my liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be limited by law.
I am not responsible for delays or failure to perform caused by events outside my reasonable control, such as illness, postal strikes, severe weather or supplier problems. If this happens, I will contact you and you may cancel for a refund of anything not yet supplied.

13. Discount codes, offers and gift packaging

Discount codes and offers are subject to their stated conditions, cannot be exchanged for cash and cannot be applied retrospectively. Gift packaging is available where shown and adds to the price of your order.

14. Privacy

I use your personal information as explained in my Privacy Policy.

15. Complaints

If something is not right, please contact me first at [email protected] or on 07926244957. I aim to respond within 3 working days and will always do my best to put things right.

16. Changes to these terms

I may update these Terms and Conditions from time to time. The version on this website when you place your order is the one that applies to it.

17. Law

These terms are governed by the law of England and Wales. Any disputes will be dealt with by the courts of England and Wales, although if you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.