Terms and Conditions

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“You” or “Buyer” shall mean the person, firm or company with whom the contract is made.

“The Order” or “Goods” shall mean any goods being subject to an Order by You the Buyer.

“We”, “Us” or “Our” shall mean The Crafty Giraffe Ltd (www.thecraftygiraffe.co.uk).



You may access all areas of this website without registering your details with us.  When you access and use www.thecraftygiraffe.co.uk (the ‘website’), you are subject to the terms and conditions outlined on this page.  You agree not to use the website for any illegal or unlawful acts, by using the site you accept and agree to adhere to the terms and conditions outlined here.  If you do not agree to the terms and conditions, you must not use the Website. 

The Crafty Giraffe may change its terms and conditions from time to time, by updating or varying content of this page.  Please check the latest version whenever you visit.  We reserve the right to update at any time and without prior notice.

Affiliated sites

We are associated with, and operate the following social media pages only: 

  • www.facebook.com/CraftyGiraffe
  • www.instagram.com/thecraftygiraffe
  • www.twitter.com/Crafty__Giraffe
  • www.pinterest.com/source/thecraftygiraffe.co.uk

Links to Third Party Websites

The Crafty Giraffe often uses links to other websites; these websites are owned, maintained and operated by third parties.  Therefore, The Crafty Giraffe cannot be held responsible for any information, subject or availability disclosed by such sites.  We shall not be liable in any way for the loss or damage which you may suffer by using such sites.


All text, software, music, sound, photographs, graphics, video, page layouts, design and other material that are contained on this Website may be protected by The Crafty Giraffe or third party Copyrights, Trademarks, Service marks, Patents or other Proprietary Rights and Laws.  You do not have permission, except where expressly authorised to do so, to change, copy, store, publish, rent, licence, sell or distribute in any way any of these property rights.

We may release information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.


Lead Times

During peak times The Crafty Giraffe may have to extend lead times to a more realistic time based solely on demand.  We are currently updating our lead time information HERE.  Should you require your sooner pleases contact us before placing the order, in most cases we will be able to accommodate your request.  Please ensure you highlight your request by again repeating it in the ‘Order Comments’ at ‘checkout’.  All orders placed before, unless pre notified by us, will not be affected by any adjusted lead time.


We use a wide verity of materials to create our products; these materials range from plastic, acrylic laminates to glass, stone, slate, metal, paper and natural wood.  Although we make every effort to illustrate and describe the product accurately, we cannot be held responsible for the natural look or imperfections of our wooden and slate product range.   The buyer must understand that each piece of wooden or slate material is different and that variances of the product are uncontrollable. 

Product description

We take all reasonable steps to ensure that all of our products and measurements are shown and described accurately, and that prices are correct.  However, colour depiction on computer monitor and television screens vary from screen to screen.  This may cause a slight difference from the on screen product to the actual product.  We advise contacting and requesting a sample if uncertain.

Placing your order

When you place an order with us (choosing an item and completing our online checkout process), we will send you an acknowledgement by email.  This will list the products you have ordered.  Please note that your completion of the online checkout process does not constitute our acceptance of your order.  Our acceptance of your order only takes place when we despatch it.  A ‘purchase contract’ between you and www.thecraftygiraffe.co.uk is therefore made at the point of despatch, rather than at the point of payment. If you have cancelled your order, or if we notify you that we cannot accept your order, then no purchase contract will have been made.  

From time to time, we may not be able to accept an order for the following reasons:

  • If, unfortunately, we do not have your chosen goods in stock.
  • Where we cannot obtain authorisation for your payment.
  • If there has been a pricing or product description error.
  • If you do not meet any eligibility criteria set out in our terms and conditions.
  • If the order for personalised products contains reference to any Copyright information where you have not obtained permission.
  • If your order for personalised products contains content which is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience. 

You agree not to use us directly or indirectly for any unlawful purpose.  You also agree not to upload, email, use any images, or other Copyright material without the express permission of the owner.

We reserve the right to cancel your order at any time and issue a full refund; this does not affect your statutory rights. 

Personalised products

We aim to provide a high-quality service, all customer orders we receive are placed in a queue linked with our order numbers, and are produced on a first come first serve basis, subject to stock availability.  Due to the nature of our personalised service, some orders may be placed on hold due to a verification requirement by you.  All verifications will receive a ‘manual verification required’ email; this email will require you to approve a design before we can continue with your order to manufacture.  Failure to respond to this or any other communication sent by us may result in your order arriving outside our lead time.  The Crafty Giraffe cannot be held responsible in such cases, providing we show evidence that we have communicated to the contact information provided by you at ‘checkout’.

Please double-check your order on screen and your acknowledgement email carefully to check that all the details entered are correct. We cannot refund items where the personalisation has been mis-typed or mis-spelt due to an error made by you.  You can only make changes to your order whilst its status on your ‘Order Status’ located in ‘My Account’ is marked as ‘Awaiting Fulfilment’, changes to your order can be made by contacting us via email; admin@thecraftygiraffe.co.uk

All order personalisation will be processed exactly as entered, it will only be adjusted to conform with the product design. For example...

If the design text is in full capitals:

The Crafty Giraffe would be adjusted - THE CRAFTY GIRAFFE

If the design date has a defined format:

00/00/0000 or 00-00-00 would be adjusted - 00.00.00

If you are uploading a photo or scanned images, they must be in JPEG format.  Any other format such as PDFs, PNG, or Vector formats may be accepted via email.

Credit/Debit card payments

The Crafty Giraffe Ltd does not store any credit/debit card details on its system. All our payments are accepted via a third party payment provider, www.paypal.com, and the PayPal terms of use are outlined by PayPal on their site. 

Postage and Packaging

All prices are shown exclusive of postage and packaging charges, postage and packaging charges will be calculated at the ‘checkout’ stage. 

Value Added Tax 

All prices are shown inclusive of VAT.

VAT registration number: GB191877756.

European Union, BREXIT and ordering from outside the United Kingdom

 From 11pm GMT 31 January 2020, the UK formally ceased to be a member state of the EU. 

General Overview; If you are buying goods online (or by mail order) you may have to pay duty and tax on them. This depends on from where you are buying the goods.  If you buy goods from the UK (excluding Northern Ireland) from 1 January 2021, you may incur charges.  The VAT relief for consignments of €22 or less was removed from 1 July 2021.  The buyer is responsible for the accuracy of the customs declaration and for paying any duty and tax. Some websites do not include duty and tax in their prices.  Falsely marking an item as a gift or giving a false value on a customs declaration, is against the law. It may result in fees and penalties being applied.

The Crafty Giraffe is a reputable online company based in the UK, falsifying customs documentation in order to send orders 'as a gift' to avoid customs charges will not be possible under any circumstances. 

Due to the variance in VAT rates across the EU, the calculation of any VAT and/or any Duty that may be applied by Customs and Duty in the destination country must remain a responsibility of the buyer.  Each EU member country has their own (different) VAT rates and charges.  

More information on current EU member VAT rates can be found on their website via the following website [external link]: www.europa.eu/youreurope/business/taxation/vat/vat-rules-rates

Further information can be obtained online from the destination country Government/National Postal Office.

Company information

The Crafty Giraffe Ltd - Unit 5 St Davids House, Brawdy Business Park, Haverfordwest, Sa62 6NP - Company number 09240455 - Registered in England and Wales 


Most of our products are sent via Royal Mail, our website postage calculator is configured to a Royal Mail weight and size format.   The Crafty Giraffe reserves the right to use a Courier Service of our choice on the odd occasion necessary, should circumstances change. Please allow 2-5 working days from receipt of your ‘Shipped’ confirmation email.

Our order lead time information can be viewed HERE

Circumstances beyond our control

Neither we, nor any courier service provider that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control.  These circumstances are to include, but not be limited to, ill health , any adverse weather conditions such as; snow, flood, extreme winds, fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, act of God, or from any industrial dispute or strike.

Returns, Cancellations and Refunds 

The Crafty Giraffe provides bespoke and personalised products.  The Crafty Giraffe is therefore unable to take returns or offer refunds on personalised goods.  This does not affect your statutory rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in terms of Non-Personalised products.

Please contact us for our return address and further instructions for returning goods - Customers can contact us via our 'contact us' page or email: admin@thecraftygiraffe.co.uk

*Please note: Customers are liable for the costs of returning goods to us via a traceable/proof of posting method.  

Once the returned items have been received, we will an email confirming receipt and begin the refund process. We aim to issue refunds within 14 business days. Orders will only be refunded to the payment method used to make the purchase. *Please note, refunds can take a further 5 business days to return to debit/credit cards.

If goods are faulty or you believe a mistake has been made with your order, please contact us within 14 days of receipt. We will be happy to assist and resolve via a replacement or refund for the faulty item.

Cancellations must be requested via our 'contact us' page or email. If your order has already been dispatched before a cancellation can be actioned you will be liable for the costs of returning goods to us via a traceable/proof of posting method.   

This returns policy does not affect your statutory rights.

Lost/Non arrivals

All orders are expected to arrive at the shipping address provided no later than 5 business days after the 'shipped' notification email, this will be extended in seasonal peak times to 8 business days.

If your order has not arrived within 5 days of the 'shipped' notification please inform us with your order number: admin@thecraftygiraffe.co.uk

Orders that fail to arrive at their destination after 15 business days will be treated as lost.  

Customers must contact us within 21 calendar days of the 'shipped' notification to be eligible for a refund, after this time store credit may be offered at our discretion.

[Please note; It is common for the address or postcode to be incorrect at the time of ordering. Please ensure you have provided us with the correct address and postcode, you can check by logging in to your account or referring to the invoice you received via email at the time of ordering].


In the unlikely event of our products arriving damaged or faulty, please contact us immediately. 

Contacting us

If there are any other questions you may have, please contact us using the information below:

  •  admin@thecraftygiraffe.co.uk


Last modified; 1 July 2021 @ 09:07


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