1. Fabrics & Products

As the majority of our fabrics are hand woven and hand dyed you might sometimes encounter slight imperfections in the weave and colour. In our mind this adds to the character of the fabric and is what makes it stand apart from the mass produced alternatives. Also, there will be some minimal colour difference in between different batches of fabric.

Although we are sure you will agree that most children just love our products, we must emphasise that they are not toys and should be treated with care.

2. Delivery Times & Charges

Delivery times are normally between 2 to 15 working days, depending upon what is ordered and whether it is in stock. However, during peak ordering times like Christmas or after a press release there might be a slight delay in which case we will notify you immediately. If you have a special date that you would like the product by please let us know and we will do our best to meet it. We have not missed a birthday or other special occasion yet! 

We have tried to make the delivery charges as simple as possible to understand. However, if they are muddling in any way please do not hesitate to contact us.

Royal Mail/Parcelforce - All UK deliveries under £10 are £2.50 per delivery address. For orders over £10 it is £3.95.

Due to the size and weight of our Large Love Letters and Bespoke Wooden Letters any delivery that includes these has an extra £9.95 per delivery address.

Courier/Guaranteed Next Day - This can be selected at checkout and is £7.95 per UK delivery address. Unfortunately we cannot include Isle of Man and Channel Islands in this simply because our courier charges a lot more than for mainland UK. Please call us for a quote for these destinations. Please note that next day delivery is only available on weekdays. Orders placed on a Friday will be delivered on the following Monday (excluding bank holidays). If you require Saturday delivery please contact us and we can obtain a quote from our courier.

Overseas Delivery - Rather than list every country in the world and their postage rate, we have got an automatic postage calculator. Just pop the products you want into your basket, go to check out, click on 'Show Delivery Costs', enter your country and it will automatically calculate your postage charge based on weight of products ordered and destination chosen.

As part of our company policy to reduce waste we reuse as many boxes as possible so if your parcel arrives in a box that looks a bit worn it will have been used before. Gift boxes are always sent out in new sleeves so will arrive looking shiny and new.

Personal Gift Wrapping & Gift Tag Service

We will happily gift wrap your purchase and include a message on your behalf. This service costs £4.95. Please be sure to include your message on the order form.

For Standard and Luxury Love Letters we have a lovely white contemporary gift box for £5.95. Please be sure to include your message on the order form.

Sadly the Large Love Letters and Bespoke Wooden Letters are just too big to gift wrap!

 

3. Returns Policy

As all our personalised products are made to order unfortunately we are unable to accept returns unless the products are faulty. For non personalised goods or for personalised goods that are faulty or different from those you ordered please return them to us within 7 days in the original packaging to our address below. We will send you the correct replacement or, if you prefer, a full refund together with a refund of your postage.

Jonny's Sister
Ford House
Closworth
Yeovil
Somerset
BA22 9RW

When returning items we recommend that you obtain a free receipt of postage from the Post Office as proof of postage, as we are unable to accept responsibility for parcels lost in transit.

4. Payment & Taxes

All prices quoted on this web site are accurate at the time of going to press and are quoted in pounds sterling.

Any customs or import duties levied once the packages reaches your destination country will be your responsibility as we have no control over these charges and cannot predict these charges.

5. Privacy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

The information you provide, enabling us to process your order and to provide you with the best possible service, will not be shared with any third parties unless you have given us your permission. The information we hold on you will be accurate and up to date. If you should find any inaccuracies we will delete or correct it immediately.

We store information about you for 2 reasons: firstly, to process your order and secondly to provide you with the best possible service.

The type of information we will collect about you includes:

• your name
• address
• telephone number
• email address

We will never collect sensitive information about you without your consent.

The personal information that we hold will be held securely in accordance with our internal security policy and the law.

If we intend to transfer your information outside the EEA we will always obtain your consent first.

If you have any questions/comments about privacy, please email us.

6. Complaints Procedure

We aim to satisfy the requirements of all of our customers as efficiently as we can, but we realise that at times things may go wrong. When they do we will put them right as soon as possible. If you have a complaint please email us on customerservices@jonnyssister.co.uk. Your complaint will be handled confidentially and we will acknowledge your correspondence swiftly by email or phone (please ensure we have your email and/or telephone details). At that time we will advise you how long it will take to resolve your complaint and we will give you a contact name and telephone number of the person handling your complaint. We will keep you informed throughout the process.

Our telephone/fax are charged at normal tariffs and whenever possible are answered in person. However, if you do happen to encounter an answering service please be assured that messages are picked up and acted upon on a regular basis.

7. Terms & Conditions

The use of this website is subject to the following Terms and Conditions and is conditional on your acceptance of these Terms and Conditions. Any conditions stated on this website do not affect your statutory rights as a consumer.

Confirmation and Governing Law

A contract between you and Jonny's Sister for the sale of our products will only exist once we confirm your order by contacting you to confirm that your order has been accepted.

The contract shall be deemed to have been concluded in the United Kingdom and shall be governed by the laws of England.

Disclaimer

TO THE FULLEST EXTENT PERMITTED AT LAW, JONNY'S SISTER IS PROVIDING THIS WEBSITE AND IT'S CONTENTS ON AN "AS IS" BASIS AND MAKES NO (AND EXPRESSLY DISCLAIMS ALL) REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, WITH RESPECT TO THIS WEBSITE OR THE INFORMATION, CONTENT, MATERIALS OR PRODUCTS INCLUDED IN THIS SITE INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN ADDITION, JONNY'S SISTER DOES NOT REPRESENT OR WARRANT THAT THE INFORMATION ACCESSIBLE VIA THIS WEB SITE IS ACCURATE, COMPLETE OR CURRENT.

Price and availability information is subject to change without notice.

Except as specifically stated on this website, to the fullest extent permitted at law, neither Jonny's Sister nor any of it's affiliates, directors, employees or other representatives will be liable for damages arising out of or in connection with the use of this website or the information, content, materials or products included on this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties. For the avoidance of doubt, Jonny's Sister does not limit its liability for death or personal injury to the extent only that it arises as a result of the negligence of Jonny's Sister, its affiliates, directors, employees or other representatives.

8. HOW TO ORDER

Electronic Ordering

Payments for all products can be made by credit or debit card using our secure payment service provider. You can also order over the telephone. We accept all major credit cards including American Express.

Please complete and submit our online order form which can be accessed via the products shopping basket. Upon receipt of your order you will receive a confirmation email.

Credit Card Security: When the order is placed at our web site, credit card numbers are encrypted using 128 bit encryption. They are not held in clear text on any Web site.

Ordering by cheque

Once you have completed and submitted your order form you will receive a confirmation email. Please print this and send it with your cheque, ensuring you include the delivery charge. Please put your cheque guarantee number on the back and make the cheque payable to Jonny's Sister. Your order will be put into production as soon as the cheque has cleared.