Handmade & Customised Items
All of my products are handmade to order, often based on your chosen specifications. Each piece is made fresh — I do not hold stock. Please read the product description carefully and use the contact form if you have any questions before placing your order. Make sure to measure accurately and double-check your selections; you'll find helpful measuring guides in the shop FAQ. For many items custom made in your size and colour it is not possible to modify, exchange, or return after purchase. More information on this can be found below in the Returns & Cancellations section.
If you need any help with your order please use the contact form.
Processing time
The time I need to make and package items is shown on the product listing page and is often around 6 - 9 working days. I make each order on a first come first serve basis. You will receive an order conformation at the time of purchase with further detail regarding dispatch and delivery times. Please use the contact form if you have questions regarding processing and delivery times.
Delivery
Free UK Delivery* includes UK mainland only, excluding Northern Ireland, Islands and some post codes with courier service charges. Post codes excluded from free delivery are AB35-AB38, AB53-AB56, FK17-FK22, HS, IM, IV, KA27-KA28, KW, PA17-PA18, PA20-PA38, PA41-PA80, PH3, PH5-PH7, PH10-PH11, PH13-PH50, PO30-PO33, PO35-PO41, TR21-TR25, ZE, BT, JE, GY, BFPO.
Standard delivery is a 2-4 day courier service in addition to the processing time. Therefore fulfilment of orders for homewares is around 8 - 12 working days and for ornaments & sculptures 2 - 3 weeks, from time of purchase. You will receive tracking information at the time of dispatch. Please use the contact form if you have questions regarding your delivery. Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.
Returns & Cancellations
Please use the contact form if you have any problems with your order or the delivery. I am here to help and the first priority is to ensure you are happy with your order.
Non-Returnable & Non-Exchangeable Items
Some products are handmade to order and customised in the size and colour you’ve chosen. These items cannot be returned or exchanged due to their bespoke nature. Please check the product description carefully before purchasing. I will accept returns on handmade-to-order items in the following cases: The item is damaged in transit — clear photos of both the packaging and the item damage are required and must correspond with the POD photo. The item has a manufacturing fault — clear photos of the fault are required.
Returnable & Exchangeable Items
For products eligible for returns or exchanges, please contact me before sending any items back to obtain pre-authorisation. Returns must be authorised within 14 days of your receipt. Buyers are responsible for return postage costs and must ensure items are securely packaged to prevent damage during transit.
Condition of Returned Items
Returned items must be unused, in original condition, and include all packaging and tags. I reserve the right to refuse returns that do not meet these conditions.
Cancellations
Cancellations of handmade-to-order items are not accepted once production has started. Cancellations are accepted within 24 hours of placing the order but after this timeframe cancellations may not be possible. Please get in touch ASAP if a cancellation is needed.
Refunds
Refunds will not include any original transaction fees taken by third party payment providers such as PayPal, Stripe or Square. A deduction of 2.9% plus £0.30 of the order total will apply to refunds.
For orders placed in error or cancellations that have been processed through PayPal, a deduction of 2.9% plus £0.30 of the order total will apply to returning funds.
Privacy Policy
This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through this website or its related sites and services.
This Privacy Policy does not apply to the practices of third parties that I do not own or control, such as any third party services you access through or along with this website.
Information I Collect
To fulfil your order, you must provide me with certain information (which you authorise via your purchase), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a commission), if you contact me directly.
Why I Need Your Information and How I Use It
I rely on a number of legal bases to collect, use, and share your information, including:
As needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
When you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;
If necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
As necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services.
Information Sharing and Disclosure
Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
Service providers
I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.
Data Retention
I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 4 years.
Transfers of Personal Information Outside the EU
I may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If I am deemed to transfer information about you outside of the EU, I rely on Privacy Shield as the legal basis for the transfer, as Google Cloud is Privacy Shield certified.
Your Rights
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
Access
You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
How to Contact Me
For purposes of data protection law DrakeMetalWork™ is the data controller of your personal information. If you have any questions or concerns, please use the contact form.