Terms & Conditions – Commissioned Work (includes Semi-Custom)

Feather and Hay Terms & Conditions Commissioned Work

Customs and Semi-custom Work

A Feather & Hay commission (to include custom and semi-custom work) is an artistic creation; the end result will be a collaboration of ideas between myself (Feather & Hay) and the client to create a special hand woven textile. Feather & Hay will work from the client’s inspiration to create a new textile. It is important to remember I am an artist: I will work from the client’s ideas but the textiles are an interpretation. It is a good idea for the client to familiarise themselves with Feather & Hay’s work – this can be done via the website or social media.

Please read the Terms and Conditions, by placing an order with Feather & Hay you’re agreeing to the terms and conditions set out here. These terms and conditions abide by The Consumer Contract Regulations. You’re welcome to print or store these terms for your own records.


Prices are subject to change but are correct at time of posting. Any glitches, errors or typos are not required to be honoured. If an error or inaccuracy is discovered with regards to the advertised price of the goods that you have ordered, Feather & Hay will contact the client as soon as possible by e-mail. This is to give the correct price of the goods, and to ask the client if they wish to continue with the order at the amended price, or to cancel the order altogether. Any special offers will have a clear displayed end date.


Feather & Hay will make custom (includes semi-custom) ‘slots’ available via the mailing list, social media and the website. It is also possible to contact via georgina@featherandhay.com to request availability for custom work. There is usually a 4-6 month waiting time before a textile can be woven. Please be aware I plan months in advance, in order to design work there is time needed for communication between client and Feather & Hay. I often get booked up quickly therefore waiting time can be as much as 12 months. Mailing list subscribers get priority. Join here.

Commissioned Hand Woven Textile Order Policy

Payment will be made in two parts –

  • an initial deposit payment usually £100
  • the total cost (invoiced once design choices are made)
  • please note there is a surcharge for orders under 3 metres

Initial Deposit for a full Custom – (Commissioned piece)

An initial deposit payment of £100 is taken when the slot is booked.  This is non-refundable after 14 days. See Cancellation Policy below.

The cost of the textile will be due once design choices have been made and yarn is ready to be ordered. The client can then make two payments to complete the balance. At least 50% needs to be paid before yarns can be purchased. 

Once weaving begins, the textile should be ready to ship within 1 month. The client will be informed by email asap if there are any changes to this schedule.

Feather & Hay will own any design and remaining materials from the project unless otherwise arranged.

There is often the possibility of other textiles being woven from the client’s warp. Feather & Hay will set up the loom for the client’s textile: any extra warp can be offered as semi-custom pieces or become part of Feather & Hay’s ready made collection. The warp can be woven exclusively for the client – there is an additional charge for this. 

Final payments need to be completed before any hand woven textile will be posted.

Commissioned Slot Cancellation Policy

You have 14 days to change your mind.

If you change your mind (within 7 days of the deposit payment) before discussions begin 100% of your payment will be returned.

If you change your mind (from day 8-14 of the deposit payment) before discussions begin 50% of your payment will be returned.  

If you change your mind after the initial deposit payment and weaving has begun (i.e. yarns have been bought) you will be refunded 50% of your payment minus costs if within 14 days of deposit payment. 

Minimum Order Custom Policy

Please note there is a surcharge for orders under 3 metres. (For warps with a width under 24″ the minimum order is 4 metres). The surcharge will depend on the width of the textile commissioned. It is currently 50% due for every metre under minimum order.


£110 per metre (min order 3 metres)

Two metres commissioned = £220 + £55 = £275 due.

One metre commissioned = £110 + £55 + £55 = £220 due.

Semi-custom orders are usually a minimum of 1 metre.

Shipping Policy

Feather & Hay will ship within 1-3 business days after the textile is finished. All items are posted via Royal Mail (or similar service) with full insurance.

If the shipping of items will be delayed* the user will be sent an email via the address given through PayPal.

*Please note that delivery times through the shipping providers will be a guide only. We cannot offer a guaranteed time of delivery. The shipping times are not in Feather & Hay’s control.

Any customs or duties are the responsibility of the client.

Feather & Hay does not immediately refund for lost, stolen or damaged packages. A claim will be filed 14 days after the package was shipped with the postal/shipping provider. Refunds will be given once funds are released via the postal/shipping provider. Feather & Hay always uses insurance to cover the cost of the hand woven pieces.

Feather & Hay is not responsible for packages not received due to an incorrect address. I will not be responsible if the postal/shipping service has left a notification and packages have not been recovered from the local office.


PayPal is Feather & Hay’s payment method – the client can pay with a PayPal account, or by card through that system. To pay by card, the client does not need to have an account they can use a card through the PayPal system to purchase.

Payment plans: I can offer up to 3 separate instalments after the initial deposit payment has been made. This is at the discretion of Feather & Hay. Payment plans need to be discussed and agreed before starting the plan.  

Goods will not be posted/shipped until all payments have been cleared.  

Return Policy

Please check the hand woven textile immediately upon arrival and contact Feather & Hay within 7 days to discuss any queries or concerns. Returns of custom (includes semi-custom) made textiles can be negotiated on a case by case basis i.e. if there is a flaw that affects the safety (baby wraps) of a hand woven textile. Partial refunds will be considered for obvious cosmetic flaws*, this is at Feather & Hay’s discretion.  The hand woven textile must not have been used or washed to be returned.

*Please note is it the nature of hand made items to contain inconsistencies. For example: repairs of broken threads or skips and bobbin changes. These are not considered flaws.

Before returning any items please contact Feather & Hay.

Refunds, if agreed, will be given once the item is back in Feather & Hay’s possession. All return shipping must be handled by the customer.

Repair Policy

Please note (as per the Return policy) that it is normal for hand woven textiles to have some inconsistencies in the weaving.
In the case of damage caused through use, Feather & Hay can often repair the piece but the customer must assume both shipping and return shipping. There may be an additional fee for this service.

Alteration Policy

Any intentionally altered hand woven textile (re-size, sling conversion, cut, etc) is no longer a Feather & Hay product, and cannot be listed as such in the future. No support is available for altered products.

Colour consistencies

Feather & Hay will do their best to provide an accurate representation of the hand woven textiles’ colours. The accuracy of colours cannot be guaranteed as screen settings can affect how an item is displayed.

Drawings Policy

There are times Feather & Hay may offer limited spaces via a drawing basis.

If multiple custom/semi-custom slots are being offered in one drawing, the client may enter once.
Submissions are collected via a Google form, and data collected is used only to determine the winner of the drawing. The provided email address and other data submitted is not used for any other purpose.
Winners are chosen by a random string of numbers from Random.org. Or by requirement e.g. I may allocate slots linked to the amount of time needed to create the particular hand woven textile; if I have a 3 week slot a simple, a smaller size hand woven textile would suit.
Shipping information is required at the drawing entry stage, and winners of the draw will be contacted by the email address they provided. When they are contacted, they will be issued a PayPal Invoice* due upon receipt.
*Please note:  Do not enter a draw if you aren’t sure you can pay the full price when the drawing closes. Drawing winners who “decline,” or are unable to pay may be made ineligible for future drawings.

Disclaimer and Liability (Baby wraps)

By proceeding with the purchase of a custom/semi-custom baby wrap the client verifies they have read the BICA Visable & Kissable babywearing safety leaflet. The client agrees to use the wrap in a safe manner, and that the care of the carried baby is solely the client’s responsibility. The client acknowledges any failure to follow the safety information may cause risks to safety for which Feather & Hay will not be liable. Feather & Hay does not accept any liability for any injury, death or any other loss arising from or in connection with the incorrect, unsafe or other use of the product or any use for which the product was not intended. Caregivers are ultimately responsible for the safety of their child while they are using Feather & Hay products. The safety information provided shall be treated only as a guide, and does not guarantee the safety of the client or the carried child.

Last Edited September 2020