Terms of Service

About These Terms

These Terms of Service apply to all purchases made through The Enchanted Dreamer website.

By placing an order through the website, you confirm that you have read and agree to these terms.

The Enchanted Dreamer creates handmade and custom-made ribbon backdrops, garlands, DIY kits and other event décor. As our products are made specifically for each customer, please read the product description and these terms carefully before placing your order.

Products & Handmade Items

All of our products are handmade and made to order. Because of the nature of handmade products, there may be very slight variations in the appearance, positioning, texture or finish of individual items.

Colours can also appear slightly different depending on your screen, device and lighting. While we make every effort to represent colours as accurately as possible, we cannot guarantee that the colour you see on your screen will be an exact representation of the fabric in person.

Where a product is created using a customer's chosen colour palette, we will use the colours and options selected at the time of ordering.

Custom & Made-to-Order Products

As our products are made specifically for each customer, please ensure that you have selected the correct product, colours, sizes and options before completing your purchase.

Once an order has been placed, we may not be able to make changes to the design or specifications if production has already begun.

If you are unsure about colours, sizing or any other aspect of your order, please contact us before placing your order and we will be happy to help.

Placing an Order

When you place an order through our website, purchasing the product(s) that you have selected.

You will receive an order confirmation by email once your order has been placed. We reserve the right to cancel an order where there is an obvious pricing or product error, or where we are unable to fulfil the order for a genuine reason. If this happens, you will be contacted and any payment already made will be refunded.

Please ensure that the delivery address and contact information provided at checkout are correct. We cannot be responsible for delays or additional costs caused by incorrect information supplied by the customer.

Prices & Payment

All prices displayed on the website are shown at the time of purchase.

Payment must be received before your order can be processed and made.

We reserve the right to change product prices at any time. Any price change will not affect an order that has already been placed and confirmed.

Processing & Delivery

All products are made to order.

Our typical processing time is approximately 4 weeks from the date your order is placed to the date it is dispatched. Processing times may increase during particularly busy periods and may be shorter during quieter periods.

All orders are sent using tracked delivery. Tracking information will be emailed to you once your order has been dispatched.

For full information about processing and delivery, please see our Shipping Policy.

Returns & Refunds

Because our products are custom made to order, returns, exchanges and refunds are not accepted for change of mind or where an item is no longer required.

However, this does not affect your statutory rights. If an item is faulty, damaged, incorrect or does not conform to the contract, please contact us as soon as possible so that we can work with you to resolve the issue.

For full information, please see our Refund & Returns Policy.

Customer Responsibilities

Customers are responsible for:

• Checking that all order details, colours, sizes and options are correct before placing an order.
• Providing an accurate delivery address.
• Providing accurate contact information.
• Ensuring that products are used appropriately and in accordance with any instructions supplied.
• Checking their order upon delivery and contacting us promptly if there is a problem.

Use of Our Products

The customer is responsible for ensuring that any product purchased is suitable for its intended use and that it is used safely and appropriately.

Where products are intended for use as event décor, they should be securely installed and supervised where appropriate. The Enchanted Dreamer cannot be held responsible for damage or injury resulting from incorrect installation, misuse or use of a product outside its intended purpose.

Photography & Colour Matching

Where a customer provides a colour palette or requests colours to be matched, we will make every reasonable effort to achieve the requested look using the fabrics available to us.

Exact colour matching cannot always be guaranteed due to differences between digital images, screens, lighting and fabric batches.

Intellectual Property

All content on The Enchanted Dreamer website, including photographs, product designs, graphics, logos, written content, videos and other original materials, belongs to The Enchanted Dreamer unless otherwise stated.

You may not reproduce, copy, distribute, modify or use our content or designs for commercial purposes without our prior written permission.

Customer Photographs & Reviews

We love seeing our products being used at your events. If you choose to send us photographs or leave a review, you give The Enchanted Dreamer permission to use that content for marketing purposes, including on our website and social media, unless you specifically ask us not to.

We will not use your content in a misleading way or imply an endorsement beyond what you have provided.

Website Availability

We aim to keep our website accurate and available at all times, but we cannot guarantee that the website will always be available, error-free or free from interruptions.

We reserve the right to update product information, prices, availability and website content when necessary.

Circumstances Beyond Our Control

We will not be responsible for delays or failure to fulfil an order where this is caused by circumstances outside our reasonable control, such as significant postal delays, supplier issues, natural disasters, extreme weather, strikes, or other unforeseen events.

Where possible, we will keep you informed and do our best to minimise any delay.

Changes to These Terms

We may update these Terms of Service from time to time to reflect changes to our business, products, services or legal requirements.

The version of the terms that applies to your order will be the version in place at the time your order was placed.

Governing Law

These Terms of Service are governed by the laws of England and Wales.

Nothing in these terms affects any statutory rights you have as a consumer under UK law.

Contact Us

If you have any questions about these Terms of Service, your order or any of our products, please contact The Enchanted Dreamer through the contact details provided on our website.

We are always happy to help and will do our best to resolve any issues with your order.