Terms of service

These terms explain how buying from HelloCustom works. Please read them before you order. The full Terms of Sale contain the detail.

  1. Seller: HelloCustom (registered name: HELLOCUSTOM.FR), 68 rue du Général de Gaulle, 85510 Le Boupère, France, SIRET 894 833 607 000 19, hellocustom.fr@gmail.com. UK VAT number: [to be added].
  2. Products: clothing and accessories embroidered to order, from the designs, sizes, colours and texts you choose on this website. Pictures are a guide: the exact position and size of the embroidery can vary slightly, and colours on your screen may look a little different from the real thing.
  3. Prices: in pounds sterling (£), including VAT. Delivery charges, if any, are shown before you pay. We may change our prices at any time, but the price you pay is the one shown when you place your order.
  4. Ordering and payment: your order is final once we have taken full payment (by bank card, PayPal or another method offered at checkout) and emailed you to confirm it, subject to your right to cancel below.
  5. Personalisation: you are responsible for the spelling of any text and for choosing your size. Before embroidering, we check an order only to see that it can be made.
  6. Delivery: each order is made to order and dispatched in about 2 to 5 working days. It is delivered in about 8 to 14 working days from your order, with tracking. These times are estimates. If we haven't delivered within 30 days of your order, or by a later date we agreed with you, you may be able to end the contract and get a refund.
  7. Your right to cancel: you have 14 days, starting the day after you receive your goods, to cancel an order for items that are not personalised, as set out in our Refund policy. This right does not apply to goods made to your specification or clearly personalised, such as the pet portrait sweatshirt or an item with a name, initials, a date or text you chose.
  8. Faulty or wrong items: your legal rights under the Consumer Rights Act 2015 apply to everything we sell, personalised items included. Goods must be of satisfactory quality, fit for purpose and as described. Nothing in these terms takes those rights away.
  9. Customer service: hellocustom.fr@gmail.com. We reply within 2 working days.
  10. Complaints: tell us first and we'll try to put things right. If we can't agree, you can use an alternative dispute resolution provider: [ADR provider to be confirmed].
  11. Your data: see our Privacy policy.
  12. Governing law: [to be confirmed: governing law of the contract]. Whichever law applies, you keep the mandatory consumer rights you have under the law of the part of the UK where you live.