Below you will find the company’s terms and conditions. Please read the following before placing an order on this website. Once upon a heroes reserves the right, at any time, to modify these conditions of sale. Any update to these terms and conditions will be advised via our news page and newsletter, and can by identified by the effective date and version number at the top of this page.
By placing an order, it confirms you have read and agree to be bound by our Conditions of Sale. You are making an offer to purchase the product(s),which have specified by the action of adding them in to your shopping basket. All orders are subject to acceptance by Once upon a heroes. Within 1 working day of us taking receipt of your order, you will receive confirmation of your order by email, along with a reference number. The number should be retained for future reference and correspondence as required. Any acceptance of your order by Once upon a heroes is subject to these Conditions of Sale and the availability of stock.
Once upon a heroes reserves the right to withdraw any product(s) from their range and may, at its sole discretion, refuse to process an order for any reason at any time. Without prejudice to your staturory rights as a consumer, Once upon a heroes will not be liable to you or a third party by reason of Once upon a heroes withdrawing any product or declining to process an order.
Your personalisation form will only be actioned once we are in receipt of a fully paid order. Submission of any personalisation forms will only be held for 24 hours without a fully paid order. After this time the form(s) will be deleted from our system. Forms corresponding to an order will only be kept on file for the purpose of processing your order. After completion of the order the form(s) will be kept for 30 days for the purpose of any after sales issues with content submitted. After this time the forms will be permanently deleted.
Once upon a heroes has designed the website to give customers every opportunity to check all input / personalisation details and dates. Please ensure you check the spelling and accuracy of any personalised products on screen before you place your order as you will not be entitled to a refund in respect to any personalised products which contain a misspelling or date error that you have been responsible for and for which you fail to amend at time of submitting your order.
The products depicted are as seen. The reproduction of colours and styles are as accurae as photographic and image processing will allow. Once upon a heroes does not accept responsibility for slight variances in colour and style.
You have a legal right to cancel an order in respect of items which are not personalised or made as bespoke items (i.e. made to your specifications) and these terms are set out below.
If you have placed an order for a Personalised or Non-Personalised Product, you can make the request to amend or cancel your order by contacting us within 24 hours of the order either via email to firstname.lastname@example.org or via the website contact form, indicating order number, which item(s) and the number of items to be cancelled, your reason for cancellation and whether you are seeking a replacement or refund. We also ask you provide us with a daytime contact telephone number.
Definition of Amendment: Request to change personalisation, delivery contact name and address, or upgrade delivery method
Definition of Cancellation: Request to cancel whole or part or your order.
We appreciate things change and while we cannot guarantee we will be able to amend order details or cancel your order, we will make every effort to meet your request.
Production of your order usually commences 24 hours after receipt of order, during busy periods, this may be longer. If your product, whether personalised or not, has gone into production or has been dispatched between when you place the order and when we pick up your request to amend or cancel your order, then we will be unable to amend or cancel the order. We do not work weekends or bank holidays, therefore if you have made a request to amend or cancel your order during this period we will pick up your request when we start the next working day, and will always try to notify you that day if your request was successful. However, we do experience high volumes of customer contact which can delay our response and action to your support request.
Unless there has been an error on our part, or the item you purchased is defective, you have no right to cancel as we cannot accept returns on ‘personalised’ or ‘besoke’ items, whether by name(s),dates or places, as these cannot be sold to anyone else. Our website is designed to give customers every opportunity to check all input and personalisation details (names, places, dates, etc).
You have the right to cancel a contract for an item which is not personalised / bespoke within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. In the case of a contract relating to multiple goods ordered in one order and delivered separately the cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
Should you cancel this contract in accordance with the terms and conditions listed, we will reimburse to you the agreed amount.
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.
We may make a deduction from the reimbursement for delivery costs if there was a cost involved to get the order sent to you, in the event of you cancelling due to change of mind. See ‘change of mind’ under the returns policy.
We will make the reimbursement without undue delay, and not later than:
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly advised otherwise; in any event you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the date on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods by post. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Product(s) returned to Once upon a heroes, for reasons not due to our error or being a defective product(s),will not have return postage/shipping costs refunded.
If you return a product, whether personalised or not, because of an error on our part, or because it is defective, we will happily refund your costs in returning it to us. The product(s) must be returned in the condition in which you received it, within 30 days of delivery.
Unless otherwise agreed in writing, Once upon a heroes maximum liability to you arising by reason of or in connection with the supply of the Products to you shall be limited to the amount paid by you in respect of the Product(s) in question (“Payment Amount”).
Once upon a heroes shall not in any event be liable to you for: Any direct loss; or any loss of profits, business or anticipated savings or loss of or corruption of data or any indirect loss or consequential loss what so ever even if it has been advised of the possibility of such loss. This does not affect your statutory rights as a consumer. Nothing in these conditions of sale shall exclude or limit the liability of Once upon a heroes for death or personal injury due to its negligence or for its fraud. This does not affect your statutory rights as a consumer.
Once upon a heroes shall have no liability to you for any delay or failure to deliver the Products to the extent that such a delay or failure to deliver arises from causes beyond the reasonable control of Once upon a heroes including, but not limited to; fire, floods, acts of God, acts or regulations of any governmental or supranational authority, war, riot, strike, lock-out and industrial disputes.
No waiver by us shall be construed as a waiver of any rights or remedies, or any subsequent breach of any provision of these Conditions of Sale.
These Conditions of Sale, set out the whole of the agreement between you and Once upon a heroes. Once upon a heroes employees or agents are not authorised to make any representations concerning the Products unless confirmed in writing by Once upon heroes. You confirm you do not rely on and waive any claims for breach of any such representations, which are not so confirmed.
These Terms and Conditions shall be exclusively governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.