Terms & Conditions – General Purchases

Terms & Conditions – General

Please note commissioned work has a different set of T&C –  read T&C for commissioned hand woven textiles here

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.


Feather & Hay owns the copyright, trademarks and other intellectual property rights in all material and content on this website. The user may download, copy, publish, transmit or otherwise make available Feather & Hay’s content but only for their own personal, non–commercial use. Any other use or reproduction of the material or content is strictly prohibited. The user may not create any link to this website without prior written consent, nor may a user restrict or inhibit the use or enjoyment of it by anyone else. While I will use reasonable endeavours to verify the accuracy of any information placed on the Feather & Hay website, I make no warranties, whether expressed or implied in relation to its accuracy.

Working Hours

Wherever the term “Working Days or Hours” is featured, this excludes bank holidays, weekends and public holidays such as Christmas. Any holiday times will be displayed on the homepage.


When the user places an order with Feather & Hay an order confirmation detailing the order will be sent. This provides ample opportunity to correct any possible errors. When placing an order the user is requested to read and agree to these terms and conditions. Any orders placed by the user are subject to these terms and conditions. If you are unsure about any of the content of our terms and conditions please contact Feather & Hay. Payment is required at time of order, goods will not be dispatched until payments have been received.


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.


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 understand choosing a hand woven textile is an investment. To help make Feather & Hay textiles accessible 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. To set up a payment plan via the website click the Payment Plan button – fill out the required form and I will get in touch to set up your payment plan.

Setting up a payment plans: The customer needs to provide an email address. Feather & Hay will send a PayPal invoice that can be paid in instalments. First payment secures the new hand woven item. The customer can pay instalments when required within agreed timeline.

Cost of the overall product may be more than buying the product outright. This is to cover part of extra fees incurred from splitting the payment.

Goods will only be posted/shipped once all payments have been cleared. 

Shipping Policy

The user will always be informed of the total price including shipping prices (custom and import duties excluded – please see below).

Feather & Hay will ship within 1-3 business days of payment being cleared. All items are posted via Royal Mail (or equivalent service) with adequate 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 user.

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.

 Returns & Cancellation Policy

Please check the hand woven textile immediately upon arrival and contact Feather & Hay within 7 days to discuss any queries or concerns.

If you need to cancel an order immediately (prior to it being shipped) please call Feather & Hay on 07837800088

Feather & Hay ensures all items sent to customers are of the highest standard; if you are concerned about your textile please get in touch. If there is ever a need to return an item I do accept returns for a full refund. Please see conditions below.

Under The Consumer Contract Regulations, your right to cancel begins from the moment you place your order, up to 14 working days after placing your order. For Payment Plans this is extended so that you may request a refund 7 days from when the product arrives with you.

  • You can return an item for any reason such as faulty, not as described, not fit for purpose or you’ve changed your mind.
  • If you have changed your mind the item must be unused and suitable for re-sale.
  • Before returning any items please contact Feather & Hay. (see address and details below).
  • Refunds will be given once the item is back in Feather & Hay’s possession.
  • The user will need to return the items via a signed for service at their own cost.

If you wish to return an item, please notify us in writing using the following model cancellation form (email is fine). We will then process your return.

To: Feather & Hay, [Spynie House, Leysmill. Arbroath. Angus. DD11 4RR]

I/We [*] herby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/ for the supply of the following service [*],

Ordered on [*]/ received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),


*Delete as appropriate

Items marked as being reduced for having a defect, damage or any other reason will be exempt from the returns policy.

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.


Should the user have any complaints, please send them to the contact information detailed at the bottom of this document.

Feather & Hay Contact Details

Address: Spynie House, Leysmill, Arbroath. Angus. DD11 4RR

Telephone Number: 07837800088


Updated: March 2020