TERMS AND CONDITIONS

Custom Cushions and Bears

Last updated: 28.10.2026

1. About Us

This website is operated by Custom Cushions and Bears (“we”, “us” or “our”).

Our contact details are:

Business name: Custom Cushions and Bears
Email: custom.cushions@outlook.com
Address: 10 Patterdale Road, Kingston Upon Hull, HU5 5AR, United Kingdom

We sell products through our online store, including personalised cushions, memory bears and other products offered on our website.

These Terms and Conditions govern your use of our website and purchases made through our online store. Please read them carefully before placing an order.

Nothing in these Terms and Conditions affects your statutory rights as a consumer under UK law.

2. Using Our Website

By using our website, you confirm that you are legally able to enter into a contract or have the necessary permission from a parent or guardian.

You agree not to use our website for unlawful purposes, interfere with its operation, introduce malicious software or misuse our content.

We reserve the right to restrict access to our website where reasonably necessary, including for security, maintenance or suspected unlawful activity.

3. Products and Personalised Items

We aim to ensure that all product descriptions, photographs, dimensions and prices on our website are accurate and up to date.

Some products are handmade or personalised. As a result, minor variations in appearance, stitching, fabric placement, shape or finish may occur.

We make reasonable efforts to display colours accurately. However, colours may appear differently depending on your screen, device or display settings.

Where a product is personalised, you are responsible for checking that the names, dates, photographs, spelling, colours and other details you provide are correct.

If we provide a design proof for your approval, you should check it carefully before confirming that you wish us to proceed.

We will make products in accordance with the agreed order details, subject to any reasonable variations explained in the product description.

4. Placing an Order

When you place an order through our website, you are making an offer to purchase the selected products.

An order confirmation email acknowledges receipt of your order but does not necessarily mean that your order has been accepted.

We reserve the right to reject or cancel an order where reasonably justified, for example where a product is unavailable, a pricing or listing error has occurred, payment cannot be authorised, or we reasonably suspect fraud.

If we cancel an order after payment has been taken, we will arrange an appropriate refund.

If we need further information to complete a personalised order, we may contact you using the details supplied at checkout.

Please ensure that your contact and delivery details are accurate when placing your order.

5. Prices and Payments

All product prices and any applicable delivery charges will be displayed on our website or at checkout before you complete your purchase.

Prices may change without notice. A price change will not affect an order we have already accepted, except where a correction or cancellation is permitted by law and the circumstances of the order.

Payment must be made using the payment methods available at checkout.

Our website is hosted on Shopify, which provides the e-commerce platform used to process and manage online orders. Payments may also be handled by third-party payment providers in accordance with their applicable terms and privacy practices.

We do not intentionally collect or store full payment card details through ordinary customer correspondence.

Klarna Buy Now, Pay Later

We offer Klarna as a payment option at checkout where available. Klarna allows eligible customers to choose from the payment options presented by Klarna when placing an order.

How Klarna works

If you choose Klarna at checkout, your payment arrangement will be subject to Klarna's approval and the terms of the specific payment option offered to you. Available options, payment schedules and eligibility requirements may vary.

Before confirming your purchase using Klarna, please review the payment terms and any applicable fees, due dates or other conditions displayed by Klarna.

Payments and late payments

Where you select a Klarna payment option, you will make payments to Klarna in accordance with the payment agreement provided by Klarna.

You are responsible for making payments by the applicable due dates. Late or missed payments may result in fees or other consequences under Klarna's terms and may affect your financial status or ability to obtain credit.

Please contact Klarna directly if you have questions about your payment schedule, eligibility, account or repayments.

Orders, cancellations and refunds

Purchases made using Klarna remain subject to our Terms and Conditions and Refund and Returns Policy, together with your statutory consumer rights.

If an order paid for using Klarna is cancelled, returned or refunded, we will process the matter in accordance with our applicable policies and legal obligations and notify Klarna where required.

Any adjustment to your outstanding balance or repayment schedule will be handled in accordance with Klarna's procedures and your payment agreement. Please contact Klarna if you need confirmation of the effect of a refund on your payments.

Using Klarna does not remove or reduce your statutory rights concerning faulty, damaged, incorrect or misdescribed products.

Klarna's terms

Klarna provides its payment services under its own applicable terms and conditions and privacy policy. By choosing Klarna, you agree to the terms applicable to the payment option you select.

You can read Klarna's UK terms at: https://www.klarna.com/uk/terms-and-conditions/

For further information about Klarna's services, visit: https://www.klarna.com/uk/

Responsible borrowing

Klarna's payment options may involve credit. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Terms and conditions and late fees apply.

Custom Cushions and Bears does not make decisions about Klarna eligibility or manage customers' Klarna repayment accounts.

6. Personalised and Custom-Made Orders

Personalised products are made using the information, materials, photographs or instructions provided by you.

You are responsible for ensuring that the content you submit is accurate and that you have permission to use any photographs, names, designs or other materials supplied to us.

Please contact us as soon as possible if you need to correct an order detail. We will try to accommodate changes where production has not progressed too far, but changes may not be possible once work has started or the item has been completed.

Personalised and custom-made products are generally exempt from the usual 14-day cancellation right that applies to many online purchases when a customer simply changes their mind.

This exception does not remove your rights if a product is faulty, damaged, not as described or otherwise fails to meet the requirements of applicable consumer law.

Any additional cancellation or change-of-order arrangements we offer will be explained in our Refund and Returns Policy or agreed with you directly.

7. Delivery and Shipping

We will deliver your order to the address provided at checkout, subject to any arrangements agreed with you.

Available delivery methods, applicable charges and estimated delivery times will be shown on our website or at checkout.

Where a specific delivery date or period has been agreed, we will make reasonable efforts to meet it. If no delivery period has been agreed, we will deliver within the timeframe required by applicable law.

Delivery estimates are not guarantees unless expressly agreed as such.

Please ensure that your delivery address is correct. If an order is returned or cannot be delivered because incorrect information was provided, we may need to arrange and charge for additional delivery where permitted by law.

If your order is delayed, lost or damaged in transit, please contact us at custom.cushions@outlook.com so that we can investigate.

We remain responsible for meeting our legal obligations concerning delivery. You do not lose your statutory rights simply because a third-party courier is involved.

Please refer to our separate Shipping Policy for further information.

8. Cancellations, Returns and Refunds

Our Refund and Returns Policy explains how to request a cancellation, return or refund.

For most non-personalised products purchased online, consumers generally have a legal right to cancel within 14 days after receiving the goods, subject to applicable exceptions and conditions.

This change-of-mind cancellation right generally does not apply to goods made to the customer's specifications or clearly personalised.

However, all products must comply with applicable consumer law. This includes requirements that goods be of satisfactory quality, fit for their intended purpose and as described.

If an item is faulty, damaged, incorrect or not as described, please contact us with your order number and a description of the issue. Photographs may help us assess the problem.

Depending on the circumstances and your statutory rights, you may be entitled to a refund, repair, replacement or other appropriate remedy.

Nothing in this section excludes or limits any rights you have under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

Please read our separate Refund and Returns Policy before ordering.

9. Customer-Supplied Photographs and Materials

If you provide photographs, images, text, designs or other materials for a personalised product, you confirm that you own them or have permission to use them for that purpose.

You must not submit materials that unlawfully infringe another person's copyright, privacy or other rights.

You grant us permission to use the materials you supply only to the extent reasonably necessary to process your order, manufacture your product, communicate with you about the order and provide related customer service.

We will handle personal information and photographs in accordance with our Privacy Policy and applicable data protection law.

We will not assume that permission to manufacture a product also gives us permission to publish your photographs or finished product for marketing purposes. Any such use will require an appropriate separate lawful basis or permission.

10. Intellectual Property

Unless otherwise stated, the text, branding, graphics, photographs, product descriptions and other content on our website belong to us or are used with permission.

You must not reproduce, distribute, modify or commercially exploit our website content without our prior written permission or another lawful basis.

Nothing in these Terms transfers ownership of our intellectual property to you.

11. Third-Party Services and Links

Our website may contain links to third-party websites or use third-party services, including Shopify, payment providers and delivery services.

These services may be governed by separate terms and privacy policies.

We are not responsible for the independent content or policies of third-party websites that we do not control. However, this does not exclude any responsibility we have under applicable law for our own products, services or contractual obligations.

12. Website Information and Availability

We aim to keep our website accurate, secure and available. However, we cannot guarantee that it will always operate without interruption or errors.

We may update product descriptions, website content and features from time to time.

If we identify a material error affecting an order, we will take reasonable steps to resolve it and communicate with affected customers where appropriate.

Nothing in this section gives us an unrestricted right to cancel an accepted order or change an agreed price contrary to applicable law.

13. Limitation of Liability

Nothing in these Terms and Conditions excludes or limits liability where such exclusion or limitation is unlawful.

In particular, nothing limits your statutory rights relating to the quality, description or fitness for purpose of goods supplied to you.

We are not responsible for losses that are not reasonably foreseeable or that arise from circumstances outside our reasonable control, to the extent permitted by law.

We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot legally be excluded or limited.

If you purchase as a consumer, these Terms will be interpreted in a way that preserves the protections provided by applicable consumer law.

14. Events Outside Our Control

We will not be responsible for delays or failures caused by events outside our reasonable control, such as severe weather, natural disasters, widespread transport disruption, interruptions to essential services or other exceptional events.

Where such an event affects your order, we will take reasonable steps to inform you and explain the available options.

This section does not remove any cancellation, refund or other rights that you may have under applicable law.

15. Privacy and Personal Information

We process personal information in accordance with our Privacy Policy and applicable data protection legislation.

Information may be used to process orders, arrange delivery, respond to enquiries, provide customer support and meet legal obligations.

Our website is hosted by Shopify. Information submitted through our store may be processed by Shopify and relevant service providers where necessary to operate the website and fulfil orders.

Please read our separate Privacy Policy for further information about how personal information is collected, used, stored and protected.

16. Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes to our business, website, products or legal obligations.

The latest version will be published on our website with an updated revision date.

Changes will apply from the date stated in the updated terms, subject to applicable law. Changes will not retrospectively remove rights you have already acquired under an existing contract.

We encourage you to review these Terms periodically.

17. Severability

If any provision of these Terms and Conditions is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

Any invalid provision will be interpreted or limited only to the extent necessary to make it lawful and enforceable, where legally possible.

18. Governing Law

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

If you are a consumer, you may also benefit from mandatory consumer protection laws and may have the right to bring proceedings in the courts available to you under applicable law.

Nothing in this section removes any mandatory rights you have as a consumer.

19. Contact Us

If you have questions about these Terms and Conditions, your order, a personalised product, delivery or a refund, please contact us.

Custom Cushions and Bears

Email: custom.cushions@outlook.com

Address: 10 Patterdale Road, Kingston Upon Hull, HU5 5AR, United Kingdom

We will do our best to respond to your enquiry and help resolve any concerns.