Terms & Conditions

These Terms & Conditions govern the use of poppyshell.com and any purchase made through it. By placing an order with us, you agree to these terms in full.

1. Who we are

PoppyShell is a trading name of Pattern World Ltd, a company registered in England and Wales under company number 10216430, with its registered office at 31 Monteagle Avenue, IG11 8RB, UK.

For any questions about these terms, please contact us via our email info@poppyshell.com.

2. Our products

  • All items sold are made to order and personalised according to the details you provide at checkout.
  • Because each item is made specifically for you, please double-check all personalisation details (names, dates, messages, spelling) before completing your order.
  • Product images are as accurate as possible, but slight variations in colour, texture, and finish may occur due to the nature of sublimation printing and photography/screen differences.

3. Orders and payment

  • All orders are subject to acceptance and availability.
  • Payment is taken in full at the time of order, processed securely via Stripe. We do not store your card details.
  • Prices are listed in GBP and include VAT where applicable.
  • We reserve the right to correct pricing errors and to cancel and refund an order affected by a pricing error before it is dispatched.

4. Personalised items and your right to cancel

Under the Consumer Contracts Regulations, the standard 14-day “change of mind” cancellation right does not apply to personalised or bespoke goods made to your specification, as these cannot be resold.

This means:

  • Once production has started, orders cannot be cancelled or refunded for change of mind.
  • If you need to cancel or amend an order, please contact us as soon as possible after ordering. If your item has not yet entered production, we will do our best to accommodate a cancellation or change — but we cannot guarantee this, as made-to-order items may begin production shortly after purchase.

This does not affect your right to a replacement if an item arrives damaged, faulty, or incorrect — see Section 5.

5. Mistakes, damage, and faults

If the mistake is ours (the item is damaged in transit, arrives faulty, or does not match what you ordered):

  • Please contact us within a reasonable time of receiving your order, including clear photos of the issue.
  • Once we’ve reviewed the photos, we will replace the item at no additional cost to you.

If the mistake is the customer’s (for example, incorrect personalisation details, spelling, or names submitted at checkout):

  • We are unable to offer a free replacement or refund, as the item was produced exactly as specified.
  • A new order, and payment, would be required to produce a corrected item.

We always recommend checking your personalisation details carefully at checkout — order confirmation emails include the details you submitted, so please review these too.

6. Delivery

  • We currently deliver to UK addresses only, via Royal Mail 48 Tracked.
  • Estimated delivery times are provided at checkout page but are not guaranteed, as they depend on Royal Mail and are outside our direct control.
  • If your order does not arrive within a reasonable time of the estimated delivery window, please contact us and we will investigate with Royal Mail and, where appropriate, arrange a replacement or refund for parcels confirmed lost in transit.

7. Returns

As all items are made to order and personalised, we do not offer returns for change of mind. Please see Sections 4 and 5 above for cancellations, damage, and faults.

8. Intellectual property

All content on this website — including designs, images, text, and branding — is owned by PoppyShell / Pattern World Ltd and may not be copied, reproduced, or used without our permission.

9. Limitation of liability

We are not liable for any indirect or consequential loss arising from your use of this website or purchase of our products, except where such liability cannot be excluded under UK law (for example, death or personal injury caused by negligence, or fraud).

Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015.

10. Changes to these terms

We may update these Terms & Conditions from time to time. The version in effect at the time you place an order will apply to that order.

11. Governing law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Last updated: 11.09.2026

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