Terms of Service
Terms of Service, including delivery and returns policies
This website is owned and operated by Rosewood & Moss (‘we’, ‘us’ and ‘our’). By using our website, placing an order through our shop, or contacting us to discuss a commission or workshop (‘our services’), you will be agreeing to the Terms of Service (‘terms’) below. These terms are provided to ensure you know how our service operates and to set expectations for our products and services.
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We reserve the right to update these terms from time to time at our discretion, so please review it periodically. You can review the most current version of the terms at any time on this page. If you do not agree to any of these terms, please do not use (or continue to use) the website or the shop.
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Shop
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Items available through the shop may be handmade one-of-a-kind pieces, or be available in limited quantities. Once an original piece is sold, it will not be possible to buy an identical piece in the future, however it may be possible to commission another piece in the same series.
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We work hard to describe and photograph each item as accurately as possible to show the colours and textures in each piece. However we cannot guarantee that colours will look the same on your display as in real life, as different devices can show colours differently.
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We may change our products, descriptions, images and pricing at any time, at our discretion.
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When buying an item, you agree that:
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you will read the full item listing before checking out
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you enter into a legally binding contract to buy an item when you complete the checkout payment process
We accept payments by debit card and credit card. Our payment provider keeps your payment information secure. We never receive your credit card information.
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Commissions
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For commissioned pieces, before an order is placed, we will discuss and agree:
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the place for landscape weavings, with reference photos if possible; or a style and palette of yarns for organic textural weavings
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the date I should be able to start your commission and a proposed time scale for the weave
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the price for the commissioned piece, plus delivery costs
You will receive an invoice once the commission details have been agreed, and payment of the invoice will reserve your commission slot for the proposed time.
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You will be updated when your commission is about to be started, regularly with photos throughout the weaving process, and when complete. As with items available through the shop, we will photograph your commission as accurately as possible to show the colours and textures in each piece, however we cannot guarantee that it will look the same on your display as in real life.
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Due to the nature of commissioned pieces, and being a sole trader, we cannot absolutely guarantee the proposed start date and time scale, and it is possible that a commission may be delayed by circumstances beyond our control.
When ordering a commission, you agree that:
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you are responsible for reading and agreeing the final commission details before making a commitment to order
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you enter into a legally binding contract to purchase the commissioned piece when you pay the invoice
Cancellation
If you change your mind before your shop order is in the despatch process, you may be able to cancel your order. Please contact us immediately to arrange cancellation. If a shop order has been dispatched, please refer to our Returns policy below.
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For commissioned pieces, if you change your mind before your commission has started, we may be able to give a partial refund, minus the cost of materials ordered for the piece. Please contact us immediately to arrange cancellation. Once your commission has been started it is not possible to cancel it.
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Delivery
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For shop orders, delivery costs are calculated during checkout based on weight, dimensions and destination of the items in the order, and payment for delivery will be collected at checkout. For commissioned pieces, delivery costs are included in the invoice.
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Shop orders are generally processed in 1-3 working days. If orders are likely to take longer than that to process (such as if the shop will be on holiday!) then we will put a note at the top of the website.
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You will receive an email when your order has been despatched.
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UK orders usually arrive 1-4 working days after despatch
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International orders timescales will depend on the destination, but usually take up to 3 weeks to arrive after despatch. International orders can be subject to delays at customs, which is outside our control. You are responsible for any customs and import taxes that may apply
If you are local to Guildford, you may be able to collect your order at an agreed time, to avoid delivery costs.
Returns
If your order arrives faulty or damaged in any way, please contact us as soon as possible with clear photos of the issue. We take great care in making and shipping your items, and will work hard to resolve any issues for you. However since the majority of our items are handmade, should you wish to have a replacement piece, it may take some time to hand make a new piece. Alternately we can offer a full refund or exchange.
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If you change your mind about a shop order, then please let us know within 14 days of receiving it. If the item is safely returned to us in original packaging, and in resellable condition, an exchange may be considered at our discretion. You will be responsible for the return and exchange delivery costs.
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Lost, undelivered or refused orders
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If your parcel has not arrived in 30 days, please contact us and we will investigate.
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If you are not at the specified delivery address when the delivery was attempted by the delivery service, it is your responsibility to collect from the local post office/depot in the time stated. If your shop order is returned to us undelivered or refused, then we are only able to offer a partial refund, minus the cost of delivery and any additional charges that are incurred. Alternatively, we can repost to a different delivery address provided an additional delivery charge is paid.
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If an order is refused due to unpaid customs charges, we are not able to resend it.
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Workshops
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For workshops, before a place is reserved, we will agree the date and type of workshop. You will receive an invoice with the workshop details, and payment of the invoice will reserve your workshop slot for the proposed date.
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Workshops can be cancelled at least 4 weeks in advance for a full refund, between 2 and 4 weeks in advance for a 75% refund and between 2 weeks and 48 hours in advance for a 50% refund. If we are able to fill your place in the workshop then a full refund may be offered, at our discretion. Workshops are not refundable with less than 48 hours notice.
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The booked dates can be changed if needed at no cost, given at least 1 weeks’ notice, and providing we can agree a suitable alternative. Please contact us as soon as possible to re-schedule a workshop.
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Due to the nature of being a sole trader, we cannot absolutely guarantee the proposed date for the workshop, and it is possible that a workshop may need to be cancelled due to circumstances beyond our control.
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The studio has a large driveway outside, and is accessed by two steps from the driveway. There is a cloakroom available on the same floor as the studio. It is your responsibility to let us know if you have any food allergies when the workshop is booked. We are not liable for any personal injury students may incur when visiting the studio.
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We may change the workshops offered and pricing at any time, at our discretion.
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Reviews, user comments and other submissions
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It is always wonderful to hear from you, and especially to receive reviews of our pieces that we can add to the website.
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If you send us product reviews, feedback, creative ideas, suggestions or other materials, whether online, by email, by postal mail, or otherwise, you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you send to us (without using your full name).
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You are solely responsible for any comments you make and their accuracy. You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of this website. We may monitor, edit or remove any content at our discretion.
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Personal information
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Your personal information is governed by our Privacy policy, which also includes information about how we use cookies.
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You can view our Privacy Policy by clicking the link at the bottom of the website.
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Other terms
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We reserve the right to refuse our services to anyone for any reason at any time. We reserve the right to refuse or cancel any shop, commission or workshop order you place with us, at our discretion. We will notify you by contacting the e-mail and/or billing address/ phone number provided at the time the order was made.
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You may not use our products for any illegal or unauthorised purpose nor may you, in the use of our services, violate any laws in your jurisdiction (including but not limited to copyright laws). You must not transmit any worms or viruses or any code of a destructive nature.
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The website and all materials therein, including but not limited to, images, text, graphics, logos, copyrights, videos and all Intellectual Property Rights and are the exclusive property of Rosewood & Moss. You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of our services without express written permission by us.
Should there be information on our website that contains typographical errors, inaccuracies or omissions that may relate to item descriptions, pricing, promotions, offers, delivery charges and timescales, we reserve the right to correct such errors, inaccuracies or omissions, and to change or update information at any time without prior notice.
We and our service providers are not liable for any injury, loss, claim, or damages of any kind arising from your use of any of our services or any products bought from us, or any errors or omissions in any content.
How to contact Rosewood & Moss
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If you have any questions or concerns, please click the Contact link below or contact me at:
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Ali Lou Field
Rosewood & Moss
20 Kevan Drive, Send, Woking, Surrey, GU23 7BU