Terms of service

Terms and Conditions

Last updated: 19 September 2026

These Terms and Conditions apply to your use of The Enchanted Inkwell’s websites and to purchases, bookings and services supplied by us.

Please read them carefully before placing an order or making a booking.

1. About us

The Enchanted Inkwell is operated by:

The Enchanted Inkwell Ltd
Company number: 16274187
VAT number: 492362672

Trading address:
15A Castle Street
Cirencester
Gloucestershire
GL7 1QD

Registered office:
Oakley House
Tetbury Road
Cirencester
Gloucestershire
GL7 1US

Email: info@enchantedinkwell.co.uk
Telephone: 01285 653635

In these Terms, “we”, “us” and “our” refer to The Enchanted Inkwell Ltd. “You” and “your” refer to the person purchasing from us, booking a service or using our websites.

2. Where these Terms apply

These Terms apply to:

www.enchantedinkwell.co.uk;
our online shop hosted by Shopify;
products ordered online, by telephone, by email or in person;
bespoke printing, copying, scanning, binding and design services;
workshops and events; and
other services supplied by The Enchanted Inkwell.

Separate information displayed on a product, service, workshop or checkout page forms part of these Terms.

Our Privacy Policy, Refund Policy and Shipping Policy also apply where relevant. If there is a conflict, any specific terms agreed with you in writing for a particular order or service will take priority.

Nothing in these Terms affects your statutory rights as a consumer.

3. Using our websites

You may use our websites only for lawful purposes.

You must not:

attempt to gain unauthorised access to the websites or any connected systems;
introduce viruses, malicious code or other harmful material;
use the websites in a way that could damage, disable or disrupt them;
collect information about other users without permission;
copy or commercially exploit website content without permission; or
use the websites to commit or encourage an unlawful act.

We may suspend or restrict access if we reasonably believe that a user has breached these Terms or is misusing the websites.

We cannot guarantee that the websites will always be available, uninterrupted or free from errors, although we will take reasonable steps to resolve problems.

4. Product information

We take reasonable care to ensure that product descriptions, photographs, prices and other information are accurate.

Colours and appearance may vary slightly from photographs because of lighting, printing processes and differences between screens. Handmade, hand-finished and natural products may also have small variations.

Product packaging or branding may occasionally change without altering the essential nature of the product.

If we discover a significant error in a product description or price after you place an order, we will contact you. You may confirm the order using the correct information or cancel it for a full refund.

5. Placing an order

When you place an order, you are offering to buy the products or services shown in your order.

An automated acknowledgement confirms that we have received your order. It does not necessarily mean that we have accepted it.

A contract is formed when we send confirmation that your order has been accepted or, for an in-store or directly arranged service, when we accept the order and any required payment or deposit.

Please check your order and contact details carefully before submitting them.

We may decline or cancel an order if:

an item is unavailable;
we cannot authorise your payment;
there is an obvious error in the price or description;
we cannot deliver to the address supplied;
we reasonably suspect fraud or unlawful activity; or
accepting the order would breach a legal or regulatory requirement.

If we cancel an order after taking payment, we will refund the amount paid.

6. Prices and payment

Prices are displayed in pounds sterling and include VAT where applicable unless clearly stated otherwise.

Delivery charges and any other applicable costs will be shown before you complete an online order.

For bespoke work, we may provide an individual quotation. Unless otherwise stated, quotations are valid for 30 days and are based on the information available when the quotation is prepared.

If the scope, quantity, materials or specifications change, we may revise the quotation before continuing.

We may require full payment or a deposit before ordering materials, beginning design work, reserving workshop places or producing an order. Any payment arrangements will be confirmed when the order is placed.

Online payments are processed securely through Shopify and its payment providers.

7. Product availability

All products are subject to availability.

Stock information can occasionally be inaccurate, particularly when an item is sold in our physical shop shortly before an online order is placed.

If an item is unavailable, we will contact you and may offer:

a suitable alternative;
a later delivery date;
a partial fulfilment of the order; or
a refund for the unavailable item.

You are not required to accept a substitute.

8. UK delivery

We currently accept online orders for delivery within the United Kingdom.

Available delivery methods, estimated delivery times and charges will be displayed at checkout or set out in our Shipping Policy.

Delivery dates are estimates unless we have expressly agreed a guaranteed date with you.

We are not responsible for delays caused by events outside our reasonable control. If there is a significant delay, we will contact you and explain the available options.

You are responsible for providing an accurate and complete delivery address. Additional postage charges may apply if an order has to be sent again because the address supplied was incorrect or incomplete.

If an order appears to be lost or arrives damaged, please contact us at info@enchantedinkwell.co.uk so that we can investigate and arrange an appropriate remedy.

9. Collection from the shop

Where collection is offered, we will tell you when your order is ready.

Please do not travel to collect an order until you have received confirmation that it is ready.

We may ask for the order confirmation or another reasonable form of identification when an order is collected.

If an order is not collected within a reasonable period, we will attempt to contact you. Bespoke or personalised goods cannot generally be resold, and a refund may not be available if you fail to collect them.

10. Online cancellation and returns

For most goods purchased online, consumers have a legal right to cancel within 14 days after receiving the goods. You then have a further 14 days to return them.

In addition to those statutory rights, our Refund Policy currently allows eligible products to be returned within 30 days after receipt.

To request a return, email info@enchantedinkwell.co.uk before sending the product back.

Unless an item is faulty, damaged, incorrectly supplied or not as described:

you are responsible for the cost of returning it;
you should take reasonable care of it; and
we may make a reasonable deduction if its value has been reduced by handling beyond what would be permitted in a shop.

Where a statutory cancellation right applies, we will refund the product price and the cost of our least expensive standard delivery method. Additional delivery charges for an enhanced service are not refundable.

The following items cannot normally be returned simply because you have changed your mind:

personalised, customised or made-to-order products;
bespoke printed or designed products;
sealed goods that are not suitable for return for health or hygiene reasons once unsealed; and
opened or used ink bottles and pens, unless faulty.

These exclusions do not affect your rights where an item is faulty, damaged, incorrectly supplied or not as described.

Please read our separate Refund Policy for further information.

11. Faulty or incorrect products

Products must be as described, fit for purpose and of satisfactory quality.

If you receive a faulty, damaged or incorrect item, please contact us as soon as reasonably possible with:

your name and order number;
a description of the problem; and
photographs where these would help us assess damage or an error.

We will provide an appropriate remedy in accordance with the Consumer Rights Act 2015. Depending on the circumstances, this may be a repair, replacement, price reduction or refund.

Nothing in these Terms limits your statutory rights.

12. Bespoke printing and design services

Quotations and specifications

Bespoke work will be produced according to the quotation, order details, proof or other specification agreed with you.

You are responsible for providing complete and accurate instructions, including quantities, sizes, paper or card choices, finishing requirements and deadlines.

Any completion date is an estimate unless expressly confirmed as a guaranteed deadline.

Proofs and approval

Where we provide a proof, you are responsible for checking it carefully before approving production.

You should check:

spelling, grammar and punctuation;
names, dates, addresses and contact details;
images and image positioning;
colours and layout;
sizes, quantities and finishing requirements; and
any other information specific to the order.

Your approval confirms that the proof is correct and authorises us to proceed.

We are not responsible for errors that appeared clearly in an approved proof, although this does not exclude our responsibility for production faults or for failing to follow the approved specification.

Changes requested after approval may result in additional charges and a revised completion date.

Colour and material variations

Printed colours may differ slightly from colours displayed on a screen. Colours may also vary between different printers, papers, materials and production runs.

Reasonable variations of this kind are not normally considered defects.

Customer-supplied files and originals

You are responsible for checking that files supplied to us are complete, accurate and suitable for the requested work.

Please keep your own copies of all files and documents. Although we take reasonable care, you should not provide the only copy of an irreplaceable document, photograph or original unless this has been discussed with us in advance.

We will provide printing and design services with reasonable care and skill.

Right to refuse work

We may refuse to reproduce or create material that we reasonably believe:

is unlawful;
infringes another person’s rights;
is defamatory, threatening or discriminatory;
contains harmful or abusive material;
is intended to deceive or facilitate fraud; or
would otherwise expose us to legal or regulatory risk.

13. Rights in customer-supplied material

You retain ownership of material you supply to us.

By supplying text, photographs, illustrations, logos, artwork or other content, you confirm that:

you own it or have permission to use and reproduce it;
our use of it to complete your order will not infringe another person’s copyright, trademark, privacy or other rights; and
it is lawful for us to reproduce it.

You give us permission to use and reproduce the material only as reasonably necessary to provide the requested service.

You are responsible for claims arising from material you supplied without the necessary rights or permission, except to the extent that the claim results from something we have done independently.

14. Rights in design work created by us

Unless otherwise agreed in writing:

The Enchanted Inkwell retains copyright in original artwork, layouts, templates and design work that we create;
you may use the finished product for the purpose agreed when the work was commissioned;
payment for printed products does not automatically transfer copyright or ownership of editable working files; and
artwork or files may not be altered, resold, reproduced elsewhere or supplied to another printer without our written permission.

If you require ownership of copyright, editable files or broader reproduction rights, this must be agreed separately in writing and may involve an additional fee.

15. Retention of printing files

Files for ordinary or one-off printing work are normally deleted within 30 days of completion where reasonably practical.

Files used for repeat work may be kept for longer to make future reordering easier. You may ask us to delete a retained file, subject to any legal or record-keeping requirements.

Further information is available in our Privacy Policy.

16. Workshops and events

A workshop place is reserved when we accept the booking and receive any required payment.

Unless different terms are shown when booking:

you may cancel for a full refund by giving us at least seven days’ notice before the workshop;
if you cancel with less than seven days’ notice, the booking is normally non-refundable;
with less than seven days’ notice, we may allow you to transfer the place to another person or move to another date if we can refill your place or if we agree to do so;
non-attendance without notice is non-refundable; and
transfers and exceptions are at our reasonable discretion.

Because workshops are leisure activities provided on a specific date, the usual 14-day cancellation right for online purchases may not apply. The cancellation terms above are the cancellation rights we offer in addition to any rights you have by law.

If we cancel a workshop, you may choose:

a full refund of the workshop fee; or
a transfer to another available date.

We are not responsible for additional travel, accommodation or other expenses unless the law requires otherwise.

We may make reasonable changes to the workshop content, tutor or materials where necessary, provided that the overall nature and value of the workshop are not materially reduced.

Attendees must behave safely and respectfully. We may ask someone to leave if their behaviour presents a risk or seriously disrupts the workshop. A refund will not normally be provided in those circumstances.

A parent or guardian must make bookings for children where required and remains responsible for providing accurate information about the child and any relevant access or support needs.

17. Gift cards and promotional offers

Gift cards may be subject to separate terms shown when purchased.

Gift cards:

cannot be exchanged for cash;
must not be resold without our permission; and
are generally non-refundable once used, although statutory cancellation rights may apply to an unused gift card bought online.

Promotional offers are subject to availability and any additional conditions published with the offer. Unless expressly stated otherwise, promotions cannot be combined.

18. Intellectual property on our websites

The text, branding, logos, illustrations, postcard artwork, photographs, graphics and other original content on our websites are owned by or licensed to The Enchanted Inkwell Ltd.

You may view and use the websites for personal, non-commercial purposes.

You must not reproduce, distribute, modify, sell or commercially exploit our content without prior written permission.

Product names, artwork and other content belonging to our suppliers remain the property of their respective owners.

19. Third-party websites and services

Our websites may contain links to services operated by other organisations, including Shopify, payment providers and social-media platforms.

We are not responsible for the availability, security or content of third-party websites. Your use of those services may be governed by the third party’s own terms and privacy policy.

Shopify provides the technology used to operate our online shop, but purchases from that shop are made directly from The Enchanted Inkwell Ltd.

20. Our responsibility to you

We are responsible for losses that are a foreseeable consequence of our breach of these Terms or our failure to use reasonable care and skill.

We do not exclude or limit liability where it would be unlawful to do so, including liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
breach of your statutory rights; or
any other liability that cannot legally be excluded.

If you are purchasing as a consumer, we are not responsible for business losses such as lost profits, lost revenue or loss of business opportunity.

If you are purchasing wholly or mainly for business purposes, any additional business terms or limitations agreed in a quotation or written agreement may also apply.

21. Events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control, such as severe weather, transport disruption, postal disruption, power or internet failure, fire, flood, illness, supplier failure or government restrictions.

We will contact you as soon as reasonably possible and take reasonable steps to minimise the effect. If a substantial delay means that the contract can no longer reasonably be fulfilled, you may have the right to cancel and receive a refund for anything not supplied.

22. Privacy

We use personal information in accordance with our Privacy Policy.

Please read that policy for information about what we collect, why we use it, how long we keep it and your data-protection rights.

23. Complaints

If you are unhappy with a product or service, please contact us so that we can try to resolve the matter.

Email: info@enchantedinkwell.co.uk
Telephone: 01285 653635

Post:
The Enchanted Inkwell
15A Castle Street
Cirencester
Gloucestershire
GL7 1QD

Please include your name, contact information, order number and a clear description of the problem.

24. Changes to these Terms

We may update these Terms to reflect changes to our services, business practices or legal obligations.

The version that applies to an order will normally be the version published when the order was placed, unless a change is required by law.

The latest version and its revision date will be published on our website.

25. Governing law

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

If you are a consumer living elsewhere in the United Kingdom, you retain any mandatory rights and may bring proceedings in the courts available to you under applicable consumer law.