Terms and conditions

You are entering into this agreement with Tuftbox Limited (referred to as “we”, “us”, “our” and sometimes abbreviated to “TBX”). Tuftbox is a limited company registered in England and Wales. Our company number is 14075628. 

Our UK website www.tuftbox.co.uk offers for sale Tuftbox products and other fibre-craft goodies manufactured by our third-party suppliers and partners. When you place an order through our website, your contract is with Tuftbox Limited. 

You must follow these terms and conditions whenever you use, browse, register or shop with us on our Website. The terms are important for both of us as they include helpful information and set out what we expect from each other. Please also read through our Privacy Policy, Delivery Hub and Returns Policy as they are a part of these terms. You can also find more helpful information about our website, products and services in our Frequently Asked Questions. 

We keep our terms updated regularly so remember to check back in before you browse or shop as the latest version will apply. 

We do our best to explain our terms in plain English but if you do have any questions we’re always happy to help! You can contact us anytime by emailing hello@tuftbox.co.uk.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that enables us to offer our products and services to you. 

To shop with us you need to: 

• Be at least 16 years old;
• Have a credit or debit card that we accept; and
• Be authorised to use that credit or debit card 

When you buy a product from us, you will use your card to pay us directly for the product. You should receive an acknowledgement email confirming receipt of your order. We only accept your order once payment has been approved and we have debited the payment card, the contract is then made based on these terms. 

Very occasionally, we may need to refuse, cancel or amend an order (even if we have previously confirmed your order). This can happen if we notice something unusual or something has gone awry. If there are any issues with your order we’ll try to get in touch with you right away.

We work hard to give you the right information but sometimes we may make an error, for example, when we price or describe a product or promotion or when we’re updating how much of an item we have in stock. If we discover an error with something you’ve ordered, we’ll contact you to let you know and talk you through what options might be available.  

We try to capture the look and feel of our products in the photographs we share on our site but different computer monitors can display colours very differently. Please take any colours that you see on your screen as a general guide only.

We may change our products, prices, promotions, or discontinue items at any time without notifying our customers. So, if you love something you’ve bought from us, please let us know, and we’ll do our best to keep it in stock.

Depending on the value of your order you may be charged for delivery costs. Such additional charges will be clearly shown during the checkout process and included in the ‘Total Cost’ of your order.

Please visit our dedicated Delivery Hub for information on how we send items to you, our terms for delivery and any updates to our delivery schedules.

We hope you’ll never have to return an item to us but we understand that sometimes things don’t go to plan. You can find our terms and processes outlined in our Returns Policy.

We may give you promotional codes that you can use to reduce the price of specified products or access cool offers and discounts. You’ll need to enter your code at checkout to redeem.

You can only use one promo code per order and they can’t be exchanged for cash. We can cancel, modify or suspend promo codes at any time. 

If you’re given a unique code that is meant just for you, please keep it secret and don’t let anyone else use or abuse it. 

Promo code not working? Contact us at help@tuftbox.co.uk and we’ll work with you to review any problems.

Any data you share with us is managed in accordance with our Privacy Policy. 

We recommend you use virus protection software when using any website, including ours. We cannot always guarantee that our website, or any associated third-party tools or links, will be secure and safe so please only use at your own risk. 

You should understand that content (not including credit card information), may be transferred unencrypted, potentially involving transmissions over various networks and changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

We sometimes reach out to awesome artists and crafters to ask to feature your content on our social media channels. 

If you say yes to letting us feature or showcase your content you’re agreeing that we can: 

• Use your handle and the content on our website, social media channels and marketing
• Edit, crop, adapt, enhance or modify the content

By saying yes, you’re also promising that you: 

• Have the permission of anyone featured in the content
• Are authorised to grant us all of the rights set out here; and
• Are at least 16 years old.

You are providing us with a royalty-free, non-exclusive, worldwide licence to your content but this is not perpetual - if you (or anyone else with rights related to the content) ask us to remove it, we’ll take it down from the social media accounts that we control and we won’t use it for anything in the future. Before you say yes please be aware that we don’t have control over how other people may use the content once posted, for example, screenshotting and saving images of the content to their devices or sharing the content on social media platforms. 

If you personally upload any content to our website, including pictures and text, you’re also agreeing to these terms. 

If you ever send us creative suggestions, plans, feedback or other comments we may share them or use them to enhance the services that we provide to customers. We do our best to respond to comments from our community but there are cases where we might not get back to you. We love to hear your great ideas and feedback but please know as a small business we’re not able to offer you anything in return.

We may from time to time run giveaways via our social media channels. When we share a giveaway we’ll let you know how you can enter and whether you need to do anything to be eligible. 

Our giveaways are open to residents of the UK only. You must be 18 years old or older to enter or have permission from a parent or guardian. Any offered prizes can’t be exchanged for cash or something else.

Unless we tell you otherwise we draw winners at random from eligible entries. If you’re a winner, we’ll get in touch! We love celebrating wins, so with your consent, we’ll post your handle on our website or socials. If we can’t get hold of you in 7 days you will have forfeited your prize and we’ll offer it to another entrant drawn at random. 

We reject entries from anyone acting in bad faith or trying to abuse our giveaways.

Any promotions or giveaways that we run are in no way affiliated, sponsored or endorsed by any of our social media platforms.

We own or licence all of the intellectual property rights on our website. 

You are allowed to store, print or display our website content for your own personal use. You are not allowed to use any part of our website or its content for commercial purposes unless you have our permission.

You are not allowed to use our logo, brand or trademarks without our permission. Our website must not be replicated or framed on any other site and you cannot use automated systems or software to extract or scrape data from our website.

It is OK for you to link to tuftbox.co.uk as long as you do so in a way that is; non-commercial, fair, legal, doesn’t damage or take advantage of our reputation and does not suggest any approval or endorsement from us.

We hate it when things go wrong and we’ll do everything we can to make sure you have a happy experience when ordering with us. If you need any support please contact us at help@tuftbox.co.uk and we’ll work with you to try and resolve any issues you might have.

You are prohibited from using or interacting with our website, products, services or content:

• for any illegal, unlawful or unauthorised purposes
• in a way that is against the rights of anyone else, or that stops or limits how it is enjoyed by others. 
• to harass, abuse, slander, discriminate or try to harm another individual in any other way
• to submit false or misleading information
• to upload or transmit viruses or any other type of malicious or destructive code 
• to interfere with or circumvent any security features 
• to collect or track the personal information of others
• to spam, phish, pharm, pretext, spider, crawl or scrape
• for any obscene or immoral purpose 

We can terminate your use of our website and your access to any other services or content we provide if you don’t follow our terms and conditions. As part of our terms, you are agreeing to be held liable for any and all third-party claims, liability, damages, costs and legal fees that arise from your breach of our terms and conditions.