Terms of service

The following Terms & Conditions apply to all usage of the Artisan Alchemy website.

artisans@artisan-alchemy.co.uk

0121 233 1186

 

 

WEBSITE USAGE 

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Artisan Alchemy Gallery’s relationship with you relative to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘Artisan Alchemy Gallery’ or ‘us’ or ‘we’ refers to the owner of the website of Artisan Alchemy Gallery, 84 Caroline Street, Birmingham, B3 1UP. Our company registration number is 08252617 and place of registration is Quarter-2-4, c/o 8 Morston Court, Kingswood Lakeside, Cannock, Staffordshire WS11 8JB. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

 

PRODUCT AVAILABILITY

All orders are subject to availability. If we have insufficient stock to fulfil your order, we will inform you via email and the cost of your order will be refunded to you within 30 days. The maker may be able to produce further stock to fulfil your order. This would usually take 2-4 weeks plus shipping time.

 If you are interested in a piece which is out of stock, or if you are interested in altering the design of a piece we have in stock, please contact the gallery to discuss commission ideas.

 

PRODUCT QUALITY

Although we try to depict our products accurately in website photography, we cannot guarantee that the images accurately reflect the colour of every item. Due to computer monitor or mobile device settings colours may vary slightly from the colours you see on screen. We cannot be held responsible for this however, if large variations occur we will advise before shipment.

Our products are handmade and therefore each item is unique. Although we try to provide accurate information, the size weights and measurements may not always be exact. 

If you require further photographs or more specific information on a product, please contact us before purchasing and we will be happy to assist you.

 

SHIPPING

Orders will be dispatched after we have received full payment. Delivery shall be made to the delivery address supplied by you at the time of purchase. While we endeavour to deliver within the times specified, any times quoted for delivery are approximate only and Artisan Alchemy Gallery shall not be liable for any delay in delivery of the goods.

  • We currently only dispatch in the UK and Ireland, we use Royal Mail Special Delivery, DHL or an agreed specialist courier. Insurance is included in all shipping prices. You will receive a tracking email when the item(s) has been dispatched. If you have not received your item(s) within 7 business days of dispatch please contact us via email.
  • Please note that we cannot ship outside the UK and Ireland and be aware that external factors beyond our control (such as strikes, adverse weather conditions affecting parts of our fulfilment network etc.) may delay your orders.
  • We strongly recommend that you provide an address where there will be someone present to sign for the delivery.
  • For jewellery and small furniture orders a shipping cost will be generated at checkout based on the weight, dimensions and cost of the items, prices start from £10. We aim to dispatch your item(s) within 7 days but usually dispatch within 2-3 working days of receiving your payment. 
  • For larger furniture and artworks you will be asked to submit a form with your postal address and contact details before you pay. We will send you a bespoke shipping cost and estimated delivery time via email based on the dimensions, weight and cost of the items and your shipping address. If you agree to the quote you will pay for the order and we will confirm the shipment with the courier. 
  • If you have made a mistake with your shipping address please contact the gallery as soon as possible and we will try to amend this. If the order has already left the gallery, we will not be able to change the address.

 

COLLECT FROM THE GALLERY

If you have selected the ‘Collect from the gallery’ option at checkout you will need to collect your order during gallery opening times with 14 days of payment. 

  • Upon arrival you will need to show your order confirmation email and a form of ID to a member of staff before we can give your order to you.
  • If you are collecting large or heavy furniture please make sure you are accompanied as whoever is in the gallery may be unable to help with lifting. Artisan Alchemy Gallery is not liable for any damage caused to items during collection.
  • We do not accept responsibility for orders damaged in transit once they have been collected from us.

 

RETURNS & EXCHANGES

If you cancel this contract, we will reimburse all payments received, apart from any costs we have already incurred. We accept returned goods up to 14 days after the order has been delivered to the customer. Orders returned after this period will not be refunded. *Please see Cancellations section at the bottom of this page for further terms of cancellation.

Refunds or exchanges will not apply to earrings for reasons of hygiene.

We cannot refund or exchange on bespoke commissions.

  • We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
  • Unnecessary handling is handling other than what is necessary to establish the nature and characteristics and condition of the goods.
  • You will have to bear the direct cost of returning the goods. [The exception to this is where you inform us you are returning the goods because they arrived with you damaged, and we satisfy ourselves, acting reasonably, that is the case – in that case we will reimburse the cost of returning the goods up to the cost of sending them back to us by special delivery.]
  • We will make reimbursement without undue delay, and no later than:
    (a) 14 days after the day we receive back from you any goods supplied, or
    (b)  If we have not yet supplied any goods to you, 14 days after the day on which we are informed about your decision to cancel this contract.
  • We will make reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
  • We will withhold reimbursement until we have received the goods back.
  • If you would like to exchange your item we will provide a full refund as appropriate (refer to the returns policy) and another product can be purchased.
  • Refunds may be made from the bank account in which case can take up to 5 days. 
  • We reserve the right to deduct any fees incurred through card payment before refunding. 

 

DAMAGED ITEMS

If any item(s) arrives damaged please inform us immediately, in writing by email to artisans@artisan-alchemy.co.uk and keep the item(s) and packaging used.

  • If possible, please attach a photo of the damage to the email to help with the claim process.
  • Please wait for our instructions before returning the item to us.
  • A representative from the delivery company may contact you as part of the claim process.
  • A full refund (including the return postage) will be made after we have received the damaged item.

 

LOST ITEMS

If your item does not arrive within 7 days of dispatch please contact us by email and we will investigate this for you.

  • Items returned to us marked as not called for or unclaimed by the receiver will require additional postage costs to be paid before we can resend.
  • We cannot be held responsible if a parcel has gone missing due to the postal address being filled in incorrectly or missing important information. However, if we notice the address is incomplete, we will contact you before dispatch.

 

COMPLAINT PROCEDURE

Artisan Alchemy Gallery is committed to delivering a high standard of service and to providing a prompt and courteous response to enquiries from customers, visitors and other users. We are always happy to receive comments, feedback or suggestions and endeavour to use this feedback to improve our services. If you have a specific complaint regarding any aspect of our products or service, please let us know as soon as possible, as in many cases these issues can be resolved quickly by members of staff. Contact us by telephone, by email or by post and we will try to resolve the issue immediately.  If however you feel your complaint has not been resolved by this approach and that you would like to make a formal complaint, please do so in writing a complaint form addressed to Artisan Alchemy Gallery, 84 Caroline Street, Birmingham, B3 1UP. On receipt of your complaint:

  • We will contact you within seven days of the date of the report to acknowledge receipt
  • Your complaint will be investigated by the Gallery Director Michele White and the Artisan Alchemy Gallery staff will provide a written response within twenty-one days of receipt of the report. If the complaint cannot be investigated within this time we will contact you to let you know, explain why and advise you of a revised deadline and a written response will be supplied by the revised date.
  • If you are still unhappy with our response, then please write to the Gallery explaining the reasons for this. We will discuss the matter at our next meeting and a final decision on the complaint will be reached and communicated to you within 120 days of receipt of your letter.

 

CANCELLATIONS

  • You have the right to cancel your contract within 14 days without giving any reason.
    The cancellation period will expire after 14 days from the day which the goods come into the physical possession of:
    (a) You as the consumer
    (b) A person, other than the courier, identified by you to take possession of them
  • If the contract is a sales contract under which multiple goods are ordered by you in one order but some are delivered on different days, the cancellation period ends at the end of 14 days after the day on which the last of the goods come into the physical possession of:
    (a) You
    (b) A person other than the courier, identified by you to take possession of them
  • To exercise your right to cancel, you must inform us in writing to artisans@artisan-alchemy.co.uk or by post at Artisan Alchemy Gallery, 84 Caroline Street, Birmingham, B3 1UP.
  • To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
  • You shall send back to us or hand over to us any goods you have received without undue delay and in any event not later than 14 days after you informed us of your cancellation. The deadline is met if you send back the goods before the period of 14 days has expired.
  • The products must be returned in an unused and undamaged condition with product receipt.
  • Products are to be returned to us at your expense unless the product arrived damaged.
  • Your right to cancel will not apply if the products are commissioned, made or tailored to your specification or personalised at your request.
  • On receipt of the returned product and providing it is in an unused and undamaged condition the price of the product will be credited to your payment card within 14 days. We are not responsible for non-delivery of returned goods and it is recommended that you obtain proof of posting and/ or delivery insurance as appropriate.

Please note These terms and conditions do not affect your statutory rights under legislation including the Sale of Goods Act.