Terms of service

Last updated: 17 August 2026

These Terms of Service apply when you use the Lilpins Essentials website or place an order with us.

Lilpins Essentials is based in Peterborough, England.

Email: contactus@lilpinsessentials.com

We currently accept orders for delivery within the United Kingdom.

Important information before ordering

Please read these points before placing an order:

  • Many Lilpins Essentials products are personalised or made to order.

  • Change-of-mind cancellation rights do not normally apply to goods made to your specifications or clearly personalised.

  • Faulty, damaged, misdescribed or incorrectly produced personalised goods remain covered by your statutory rights.

  • You are responsible for checking names, dates, photographs, wording and other personalisation information supplied to us.

  • You must have permission to use any photograph, logo, artwork, design or other material you submit.

  • Customer-supplied items sent to us for personalisation must normally have a replacement value of £100 or less.

  • Please do not send irreplaceable, rare or highly sentimental items through our Send-In Personalisation Service.

  • Product-specific information shown on the product page forms part of your order.

Nothing in these Terms affects your statutory rights.

1. About These Terms

By placing an order through lilpinsessentials.com, you agree to these Terms together with any product-specific information and policies referred to on our website.

If you purchase primarily for business purposes, any provisions in these Terms which apply specifically to consumers, including statutory consumer cancellation rights, will not apply to that business purchase.

2. Using Our Website

You must use our website lawfully and must not:

  • interfere with the operation or security of the website;
  • introduce viruses, malicious code or other harmful material;
  • attempt to gain unauthorised access to the website or connected systems;
  • use the website to infringe another person's intellectual property or other legal rights;
  • provide deliberately false or misleading information.
  • We reserve the right to restrict access where reasonably necessary to protect our website, customers or business.

3. Our Products

We make reasonable efforts to describe and photograph our products accurately.

Colours displayed on screens vary between devices. Small differences between screen colours and the finished printed product are therefore possible.

For handmade, personalised and printed products, minor variations in positioning, colour reproduction and finish may occur as part of the production process. These variations do not affect your statutory rights where a product is faulty, misdescribed or does not meet the standards required by law.

Dimensions described as approximate are provided as a guide.

Product availability is subject to stock and production capacity.

4. Personalised and Made-to-Order Products

Many Lilpins Essentials products are produced specifically for you using names, photographs, wording, colours, artwork, logos or other information you provide.

Please check all personalisation details carefully before submitting your order.

We reproduce customer-supplied wording as submitted unless the product listing states that we will edit or format it.

We are not responsible for errors supplied by the customer, including:

  • incorrect spelling;
  • incorrect names;
  • incorrect dates or numbers;
  • incorrect photographs;
  • incorrect contact information;
  • incorrect artwork;
  • incorrect QR code destinations;
  • mistakes contained within a finished design supplied for printing.

If Lilpins Essentials makes an error during production, please contact us so we can put it right.

5. Customer Photographs, Logos and Artwork

When you upload, email or otherwise provide photographs, logos, illustrations, artwork, designs, QR codes, text or other material, you confirm that:

  • you own the material or have permission to use it;
  • we have permission to reproduce it for your order;
  • its reproduction will not infringe copyright, trade mark, privacy or other rights belonging to another person;

  • the material is lawful.

You retain ownership of your customer-supplied material.

By submitting material to us, you give Lilpins Essentials permission to store, resize, crop, format, print and otherwise process it as reasonably required to produce and fulfil your order.

This permission is limited to fulfilling your order and dealing with related customer service.

We will not use your personal photographs or customer artwork for advertising, social media or promotional purposes without separate permission from you.

We reserve the right to refuse material where we reasonably believe it is unlawful, infringes another person's rights, contains prohibited content or is unsuitable for the requested product.

If an order is refused before production for one of these reasons, we will arrange an appropriate refund for any part of the order we are not supplying.

6. Artwork and Image Quality

The finished print quality depends partly on the quality of the file supplied.

Please provide clear, well-lit photographs and high-quality artwork wherever possible.

Low-resolution, blurred, heavily compressed, cropped or otherwise poor-quality files may produce reduced print quality.

Where we identify an obvious problem before printing, we will try to contact you.

We are not required to identify every issue contained within a customer-supplied file, particularly where you have supplied a completed, print-ready design.

If we make changes to artwork beyond routine production adjustments, we will seek approval where approval is necessary for the requested product.

7. Design Proofs

A design proof is provided only where the relevant product or service states that a proof is included.

Where a proof is supplied, please check:

  • spelling;
  • names;
  • dates;
  • numbers;
  • image selection;
  • layout;
  • personalisation details.

Production will proceed following your approval.

Once a proof has been approved, changes resulting from information that was visible on the approved proof may require a new order or an additional charge.

This does not affect your rights where the finished item differs materially from the proof you approved or where we make a production error.

8. Send-In Personalisation Service

Our Send-In Personalisation Service allows you to send your own item to Lilpins Essentials for printing or personalisation.

Suitable items

You are responsible for checking the product information and sending an item suitable for the selected printing method.

We reserve the right to decline to personalise an item where we reasonably believe the material, construction, coating, condition or design makes it unsuitable.

If we identify an issue before production, we will contact you to discuss the available options.

Maximum item value

Unless agreed with us in writing before ordering, we accept customer-supplied items with a replacement value of up to £100 per item.

This £100 threshold is an eligibility condition for the service. It is not intended to remove or limit any statutory right you have if we fail to provide the service with reasonable care and skill.

Please do not send:

  • irreplaceable items;
  • rare or collectible items;
  • items with substantial sentimental value;
  • items worth more than £100 without prior written agreement.

If an item outside these requirements is sent without prior agreement, we reserve the right to return it without personalisation. Reasonable return postage charges will be payable where this was clearly caused by the item not meeting the service requirements.

Condition of your item

Please inspect your item before sending it.

We are not responsible for pre-existing damage, wear, defects or deterioration which existed before the item reached us.

Some materials have hidden weaknesses or coatings which react unexpectedly during heat pressing, sublimation, adhesive application or other printing processes.

We will use reasonable care and skill when assessing and processing your item.

Where a material defect or incompatibility was not reasonably identifiable before processing, we will assess the circumstances fairly and discuss the available solution with you.

Sending your item to us

You are responsible for your item until it has been delivered to us.

We strongly recommend using suitable packaging and a tracked postal or courier service.

Please include the information requested on the Send-In Personalisation product page so that we can identify your order.

If we damage your item

If your item is damaged because we failed to carry out the personalisation service with reasonable care and skill, we will work with you to provide an appropriate solution based on the circumstances.

This could include repair, replacement or appropriate compensation.

Nothing in this section limits your statutory rights.

9. Placing an Order

When placing an order, you agree to provide accurate and complete:

  • contact information;
  • billing information;
  • delivery information;
  • personalisation details;
  • product selections;
  • artwork or photographs where required.
  • Please review your order before completing checkout.

Submitting an order represents an offer to purchase from us.

An automated order confirmation confirms that we have received your order. It does not necessarily mean that the order has been accepted for production.

For personalised or service orders, acceptance takes place when we confirm acceptance or begin work on the order.

For standard stocked products, acceptance takes place when we confirm dispatch or otherwise confirm acceptance.

10. Refusing or Cancelling an Order

We reserve the right to refuse or cancel an order where there is a reasonable reason to do so, including:

  • an item being unavailable;
  • an obvious pricing or listing error;
  • unsuitable customer artwork;
  • suspected fraud;
  • inability to verify important order information;
  • a product being unsuitable for the requested personalisation;
  • unlawful or infringing customer content;
  • circumstances preventing us from safely or reasonably fulfilling the order.

Where we cancel an order after taking payment and no goods or services are being supplied, the affected amount will be refunded.

We will not substitute a materially different product without your agreement.

11. Prices and Payment

Prices are displayed in pounds sterling.

Any delivery charge applicable to your order will be shown before you complete checkout.

The total price payable will be displayed before payment is submitted.

Payment must be authorised before an order enters production unless we have agreed another arrangement with you.

We reserve the right to correct genuine pricing or listing errors.

If an error is identified before your order is accepted, we will contact you rather than charging a different price without your agreement.

12. Discount Codes and Promotions

Discounts and promotional codes are subject to any conditions displayed with the promotion.

Unless stated otherwise:

  • promotional codes have no cash value;
  • only eligible orders qualify;
  • discounts must be applied before checkout is completed;
  • expired codes will not be accepted.
  • We reserve the right to withdraw a promotion before an order is placed.

A promotion will not be removed retrospectively from an order already accepted solely because the promotion later ends.

13. Cancelling Personalised Orders

Goods made to your specifications or clearly personalised are excluded from the normal statutory change-of-mind cancellation right which applies to many online purchases.

This includes products made using details such as:

  • names;
  • photographs;
  • custom wording;
  • dates;
  • customer artwork;
  • business logos;
  • customer-selected combinations created specifically for the order.

If you wish to cancel a personalised order, contact us as soon as possible.

Where production has not started, we will normally try to accommodate the cancellation.

Once artwork preparation, printing or production has started, cancellation might no longer be possible.

This does not affect your rights where an item is faulty, damaged, misdescribed or incorrectly produced.

14. Cancelling Non-Personalised Goods

For eligible non-personalised goods purchased online, consumers have statutory cancellation rights.

You must tell us that you wish to cancel within 14 days after receiving the goods.

After telling us, the goods should be returned within the applicable statutory return period.

Unless we have agreed to cover the cost, you are responsible for the direct cost of returning change-of-mind goods.

Goods should be returned safely and should not be handled beyond what is reasonably necessary to inspect them.

Where the statutory cancellation right applies, refunds will be processed in accordance with the applicable consumer legislation, including any standard outbound delivery amount that must legally be refunded.

See our Returns & Refunds Policy for further information.

15. Cancellation of Personalisation Services

Some Lilpins Essentials services, including certain Send-In Personalisation orders, involve the supply of a service rather than the sale of a new personalised product.

Where a statutory 14-day cancellation period applies to a service, the period normally starts when the service contract is entered into.

If you specifically ask us to begin the service during that cancellation period, we require your express request before work starts.

If you then cancel after work has started, you remain responsible for a reasonable proportion of the service already provided.

Where the service is completed in full during the cancellation period following your express request to start early, and you have acknowledged that the cancellation right will end once the service has been fully completed, the statutory cancellation right ends at that point.

16. Faulty, Damaged or Incorrect Products

Your statutory rights apply regardless of whether a product is personalised.

Please contact us if your order:

  • arrives damaged;
  • is faulty;
  • does not match its description;
  • contains a production error made by us;
  • materially differs from an approved proof because of an error made by us.

We may ask for photographs or other reasonable information so that we can assess the issue.

Where appropriate, the remedy will be provided in accordance with your statutory rights.

Please see our Returns & Refunds Policy.

17. Production and Dispatch Times

Many Lilpins Essentials products are made to order.

Production time and delivery time are separate.

Any production or dispatch estimate shown on a product page is an estimate unless we specifically agree a guaranteed date with you.

Orders containing several products may be dispatched together or separately.

If we become aware of a significant delay, we will make reasonable efforts to contact you.

Where the law gives you a right to cancel because of delayed delivery, these Terms do not remove that right.

18. Delivery

We currently deliver within the United Kingdom.

Please provide a complete and accurate delivery address.

Once your order has been dispatched, carrier tracking will be provided where available.

Delivery dates provided by postal or courier services are estimates unless a guaranteed service has specifically been purchased and confirmed.

If an order is lost or damaged during delivery, please contact us so that we can investigate and provide the appropriate solution.

19. Incorrect Addresses, Failed Delivery and Returned Parcels

You are responsible for checking your delivery address before submitting your order.

If you notice an error, contact us as soon as possible.

Once an order has been dispatched, we might not be able to change the address.

If an order is returned to us because:

  • an incorrect or incomplete address was supplied;
  • delivery was refused;
  • the parcel was not collected;
  • the carrier was unable to complete delivery for a reason attributable to the recipient;

we will contact you about redelivery.

Reasonable additional postage charges may apply before an order is sent again where the failed delivery resulted from information or action attributable to the customer.

20. Intellectual Property

Unless otherwise stated, the Lilpins Essentials website, branding, original graphics, product photography, written content and designs created by Lilpins Essentials belong to us or are used under licence.

You must not reproduce, copy, sell, distribute or commercially exploit our protected content without permission.

This section does not transfer ownership of customer-supplied photographs, artwork, logos or other customer content to Lilpins Essentials.

21. Third-Party Services and Links

Our website uses third-party providers for services such as website hosting, payment processing, applications and delivery.

Third-party websites linked from our site operate under their own terms and privacy policies.

We are not responsible for the independent content or practices of third-party websites which are outside our control.

22. Personal Information

We process personal information in accordance with our Privacy Policy.

Information supplied for personalised products will be used as reasonably necessary to process and fulfil your order and provide related customer service.

23. Our Responsibility to You

We are responsible for losses which are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill where the law requires us to do so.

We are not responsible for losses resulting solely from:

  • incorrect information supplied by you;
  • unlawful or unauthorised customer artwork;
  • misuse of a product;
  • failure to follow product care instructions;
  • pre-existing damage to a customer-supplied item;
  • events outside our reasonable control, subject to your statutory rights.

Nothing in these Terms excludes or restricts liability where doing so would be unlawful.

Nothing in these Terms affects your rights under consumer law.

24. Events Outside Our Reasonable Control

Events outside our reasonable control include circumstances such as major postal disruption, severe weather, transport disruption, widespread technical failure, fire, flooding, civil emergencies or other events which prevent normal fulfilment.

Where such an event affects your order, we will take reasonable steps to minimise disruption and contact you where the impact is significant.

Your statutory rights relating to delayed or failed delivery remain unaffected.

25. Changes to These Terms

We update these Terms from time to time to reflect changes to our business, services or legal requirements.

The latest version will be published on this page with an updated revision date.

Unless the law requires otherwise, changes made after your order has been accepted will not retrospectively alter the terms applying to that order.

26. Severability

If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply where legally possible.

27. No Waiver

If we do not immediately enforce a right under these Terms, this does not mean that right has been waived.

28. Governing Law and Disputes

Lilpins Essentials is based in England.

These Terms are governed by the laws applicable to our relationship with you, including any mandatory consumer protections that apply where you live within the United Kingdom.

If you live in England or Wales, legal proceedings relating to these Terms may be brought in the courts of England and Wales.

If you live in Scotland or Northern Ireland, you retain the right to bring consumer proceedings in the courts of the part of the United Kingdom where you live.

Where you live in a different part of the United Kingdom from Lilpins Essentials, you also have the option, where legally permitted, to bring proceedings in the courts where Lilpins Essentials is based.

We encourage customers to contact us first so that we have an opportunity to resolve any concern directly.

29. Contact Us

Questions about these Terms or an order should be sent to: