Terms & Conditions

Last updated: September 2026

These Terms & Conditions apply to purchases made through the Maisie Moo Gifts website.

Please read these Terms & Conditions carefully before placing an order. By placing an order with us, you agree to these Terms & Conditions.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

1. About us

We are Maisie Moo Gifts Limited, a company registered in England and Wales.

Company registration number: 08400200

Registered office: Unit 1 Sansaw Business Park, Hadnall, Shrewsbury, Shropshire, SY4 4AS

Email: sales@maisiemoogifts.co.uk

VAT Reg: GB 174402326

Throughout these Terms & Conditions, "we", "us" and "our" means Maisie Moo Gifts Limited.

"You" and "your" means the person placing an order with us.

We sell personalised and non-personalised gifts and related products to consumers in the United Kingdom.

2. Placing an order

You can place an order through our website by following the online ordering process.

When you place an order, you are making an offer to purchase the products in your basket.

After you place your order, we will send you an email confirming that we have received your order. This email confirms the details of your order but does not necessarily mean that your order has been accepted.

We reserve the right to decline an order, for example where:

• a product is unavailable;

• we are unable to obtain the information required to personalise the product;

• there is an obvious error in the price or description of a product;

• we reasonably believe an order has been placed fraudulently; or

• we are unable to fulfil the order for another legitimate reason.

If we are unable to accept your order after payment has been taken, we will refund you in full.

The contract between you and us will be formed when we confirm that your order has been accepted.

Once the contract has been formed, these Terms & Conditions will apply to your order.

3. Product descriptions and images

We make reasonable efforts to ensure that product descriptions, photographs, colours, sizes and other information on our website are accurate.

However, colours may appear slightly different depending on your device or screen settings, and handmade or printed products may have minor variations.

Where a product is personalised, the finished product will be produced using the information and choices you provide when placing your order.

Any dimensions or measurements given on our website are provided as accurately as reasonably possible. Small variations may occur during manufacture or production.

Nothing in this section affects your statutory rights where goods are faulty, not as described or otherwise fail to conform to the contract.

4. Personalised products

Many of our products can be personalised.

It is your responsibility to check all personalisation details carefully before submitting your order, including:

• names;

• dates;

• wording;

• spelling;

• punctuation;

• capitalisation; and

• any other information supplied by you.

We will normally produce the item using the information exactly as submitted.

If you provide incorrect information and the product is produced correctly according to the information you supplied, we may not be able to offer a refund or replacement simply because you subsequently notice an error.

Where we identify an obvious issue with your personalisation before production, we may contact you to clarify the details. However, we cannot guarantee that we will identify every error.

If we make an error in the personalisation which differs from the information you supplied, please contact us and we will put the matter right in accordance with your statutory rights.

Cancellation of personalised products

Under the Consumer Contracts Regulations 2013, the usual 14-day cancellation right does not apply to goods that are made to the consumer's specifications or are clearly personalised.

This means that you generally cannot cancel a personalised order simply because you have changed your mind.

This does not affect your statutory rights where a personalised product is faulty, damaged, not as described, or has been personalised incorrectly by us.

5. Prices

All prices displayed on our website are in pounds sterling (£).

Unless otherwise stated, prices include VAT where VAT is applicable.

The total price payable, including any applicable delivery charges, will be shown before you complete your order.

We take reasonable care to ensure that prices displayed on our website are correct. If we discover an obvious pricing error, we may contact you before accepting your order to ask whether you wish to proceed at the correct price.

If you do not wish to proceed, we will provide a full refund.

6. Payment

Payment must be made using one of the payment methods offered through our website.

Payment must be received before we are required to dispatch your order.

Your payment details are processed through our payment service providers. We do not normally have access to your full payment card details.

7. Delivery

We deliver to addresses within Great Britain using the delivery services available at checkout.

The delivery options and estimated delivery times available for your order will be shown during the checkout process.

Estimated delivery times are estimates rather than guarantees unless we have specifically agreed a guaranteed delivery date with you.

We will normally dispatch orders within the processing time stated on the relevant product page or at checkout.

Personalised products may require additional processing time because they are made or prepared specifically for you.

If we are unable to deliver your order within 30 days, unless a different delivery period has been specifically agreed with you, you may have the right to cancel the contract and receive a refund.

If a specific delivery date is essential to you, please contact us before ordering so that we can confirm whether we can meet your required date.

8. Delivery delays and lost parcels

Once your order has been dispatched, it may occasionally be delayed by the postal or delivery service.

If your order does not arrive within the expected delivery period, please contact us and we will investigate the matter with the relevant carrier where appropriate.

Using a third-party carrier does not remove our responsibilities to you as the seller.

Where goods are being delivered to you as a consumer, responsibility for the goods generally remains with us until they come into your physical possession, or the possession of a person you have identified to receive them on your behalf, other than a carrier offered by us.

9. Damaged goods

If your order arrives damaged, please contact us as soon as reasonably possible and provide photographs of:

• the damaged product;

• the packaging; and

• any visible damage to the parcel.

We will assess the issue and, where appropriate, provide a replacement, repair or refund in accordance with your statutory rights.

You should not dispose of the damaged product or packaging until we have advised you what to do.

10. Your statutory rights

We are legally required to supply products that are:

• of satisfactory quality;

• fit for any particular purpose that you have made known to us;

• as described; and

• supplied in accordance with the contract.

If a product is faulty, damaged, not as described or otherwise does not conform to the contract, you may have legal rights to a repair, replacement, price reduction or refund depending on the circumstances and the applicable law.

Nothing in these Terms & Conditions limits or excludes your statutory rights.

11. Your right to cancel an order

If you are a consumer buying a non-personalised product online, you generally have a legal right to cancel your order under the Consumer Contracts Regulations 2013.

You normally have 14 days from the day after you receive the goods to tell us that you wish to cancel.

You then have a further 14 days to return the goods to us.

You do not normally have to give a reason for cancelling.

This cancellation right does not generally apply to:

• goods made to your specifications;

• clearly personalised goods; or

• other goods falling within an applicable statutory exception.

This cancellation right is separate from your statutory rights relating to faulty, damaged or incorrectly supplied goods.

12. How to cancel

To exercise your cancellation right, you must clearly tell us that you wish to cancel within 1 hour of ordering.

You can contact us using:

Email: sales@maisiemoogifts.co.uk

Please include your order number and enough information for us to identify the order.

You may use the following wording, although you do not have to use these exact words:

"I hereby give notice that I wish to cancel my contract for the purchase of the following goods: [insert product/order details]. Order number: [insert order number]."

Once you have told us that you wish to cancel, you must return the goods to us without undue delay and in any event within 14 days of telling us that you wish to cancel.

13. Condition of returned goods

When exercising your statutory cancellation right, you may handle the goods only to the extent necessary to establish their nature, characteristics and functioning, in the same way that you would reasonably be able to inspect them in a shop.

You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to inspect the goods.

Where appropriate, we may make a deduction from the refund to reflect such diminished value.

14. Return postage for change-of-mind cancellations

If you cancel an order under your statutory cancellation right because you have changed your mind, you are responsible for the direct cost of returning the goods to us, unless:

• we have agreed otherwise; or

• we failed to tell you before you placed the order that you would have to pay the return cost.

If the goods are faulty, damaged, incorrectly personalised by us or otherwise do not conform to the contract, this is not a change-of-mind return and different rules apply.

15. Refunds

Where you validly cancel an order under your statutory cancellation rights, we will refund:

• the price paid for the goods; and

• the standard delivery charge you paid for the order.

If you chose a more expensive delivery option than our least expensive standard delivery option, we are not required to refund the additional cost.

We will make the refund without undue delay and normally within 14 days of:

• receiving the returned goods; or

• receiving evidence that you have returned the goods,

whichever is earlier, subject to the applicable legal requirements.

We will normally refund you using the same payment method used for the original transaction unless you have expressly agreed otherwise.

16. Faulty, damaged or incorrectly supplied products

If you receive a product which is faulty, damaged, incorrectly personalised by us, materially different from the product described, or otherwise does not conform to the contract, please contact us.

We will assess the issue and provide an appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may include:

• a replacement;

• repair;

• price reduction; or

• refund.

Where you are entitled to return faulty or incorrectly supplied goods, we will provide appropriate instructions regarding the return and, where applicable, cover reasonable return costs.

17. Products supplied with an incorrect personalisation

If you believe that we have made a personalisation error, please contact us as soon as possible.

We will compare the product with the personalisation information submitted with your order.

If the error was made by us, we will take appropriate action to put the matter right.

If the product has been produced exactly according to the information you supplied but you subsequently discover that you entered incorrect information, the product will generally be treated as correctly supplied and the personalised-product cancellation exclusion may apply.

18. If you do not provide information we need

Where a product requires personalisation information, we cannot begin or complete production until we have the information reasonably required to fulfil your order.

If you do not provide the required information within a reasonable period, we may contact you to try to resolve the issue.

If we are unable to fulfil the order because the required information has not been provided, we may cancel the order and provide an appropriate refund.

19. Availability

We try to ensure that products shown on our website are available to order.

However, availability can change and we cannot guarantee that every product will remain available at all times.

If a product becomes unavailable after you place an order, we will contact you and, where appropriate, offer you the choice of:

• an alternative product;

• waiting for the product to become available; or

• cancelling the affected order and receiving a refund.

20. Website content

We make reasonable efforts to keep the information on our website accurate and up to date.

However, we do not guarantee that the website will always be available, error-free or completely free from technical issues.

We may update, amend or remove website content and products from time to time.

Such changes will not affect an order that has already been accepted unless required by law.

21. Intellectual property

All intellectual property rights in our website and its content, including our designs, photographs, graphics, logos, text and product artwork, belong to us or our licensors unless otherwise stated.

You must not copy, reproduce, modify, distribute or commercially exploit our website content or designs without our prior written permission.

This does not affect your rights to use products that you have lawfully purchased from us.

22. Liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

In particular, nothing in these Terms & Conditions excludes or limits our liability for:

• death or personal injury caused by our negligence;

• fraud or fraudulent misrepresentation;

• breach of your statutory rights;

• supplying goods that we do not have the right to sell; or

• any other liability which cannot legally be excluded or limited.

Subject to the above, we are responsible for losses that you suffer as a foreseeable result of our breach of these Terms & Conditions or our failure to use reasonable care and skill.

We are not responsible for losses that are not reasonably foreseeable or for losses arising from circumstances outside our reasonable control, except where the law provides otherwise.

23. Events outside our reasonable control

We will not be responsible for delays or failure to perform our obligations where this is caused by circumstances beyond our reasonable control.

Examples may include significant disruption to postal or delivery networks, strikes, natural disasters, severe weather, widespread technical failures, government restrictions or other events that could not reasonably have been anticipated or prevented.

Where such an event occurs, we will take reasonable steps to minimise its effect and keep you informed where appropriate.

24. Complaints

We want you to be happy with your purchase and will always try to resolve problems promptly and fairly.

If you have a complaint, please contact us at:

Email: sales@maisiemoogifts.co.uk

Please provide your order number and details of the problem so that we can investigate it.

Nothing in our complaints process affects your statutory rights.

25. Privacy

We process personal information in accordance with our Privacy Policy and applicable UK data protection law.

Our Privacy Policy explains what personal information we collect, why we collect it, how we use it, who we may share it with and how long we retain it.

Our website may also use cookies and similar technologies. Information about these technologies and, where applicable, your choices and consent is provided through our cookie information/settings.

26. Changes to these Terms & Conditions

We may update these Terms & Conditions from time to time.

The version that applies to your order will be the version in force at the time you place your order, unless a change is required by law.

27. Third-party websites and services

Our website may contain links to third-party websites or use third-party services.

We are not responsible for the content, availability or operation of third-party websites.

Where third-party services are used to process payments, deliveries or other aspects of your order, those services may have their own terms and privacy information.

28. Governing law

These Terms & Conditions are governed by the law of England and Wales.

If you are a consumer living in another part of the United Kingdom, you will also retain any mandatory rights and protections available to you under the law applicable to you.

Any dispute will be subject to the jurisdiction of the courts applicable under UK consumer law.

29. Your statutory rights

Nothing in these Terms & Conditions is intended to take away or restrict any legal rights you have as a consumer.

If any provision of these Terms & Conditions is found to be unlawful, invalid or unenforceable, that provision will be treated as modified or removed to the minimum extent necessary, and the remaining provisions will continue to apply.