Terms of service

Last updated: 5 August 2026

1. About Foiled You Once

This website is operated by Kirsty McCann, trading as Foiled You Once

Throughout these Terms, “Foiled You Once”, “we”, “us” and “our” refer to the business operating this website.

Website: www.foiledyouonce.com
Email: info@foiledyouonce.com
Business correspondence address: Farrow Vale, Leeds

Our online store is hosted by Shopify, which provides the eCommerce platform through which we sell our products.

These Terms apply when you browse our website, create an account or place an order with us. Please read them before ordering.

Our Privacy Policy, Refund Policy and Shipping Information also apply to purchases made through our website.

2. Using our website

You may use our website only for lawful purposes.

You must not:

Attempt to gain unauthorised access to the website, its systems or customer accounts.
Introduce viruses, malicious code or other harmful material.
Use automated systems to scrape, copy or collect website content without permission.
Copy, reproduce, republish or commercially exploit our photographs, designs, wording or other content.
Use the website in a way that could damage, disable or disrupt it.
Place fraudulent orders or provide false information.

We may restrict or suspend access where we reasonably believe the website is being misused.

3. Product information

We take reasonable care to describe and photograph our products accurately.

As many products are handmade, printed, foiled and personalised individually, small differences may occur between the website photographs and the item received. These can include minor variations in:

Foil placement or coverage.
Printed colour.
Card positioning or trimming.
Handmade finishing.
Texture or appearance.
The appearance of metallic or holographic foil under different lighting.

Colours can also appear differently depending on screen settings, device displays and lighting. These reasonable variations are not normally considered faults.

Product measurements are approximate unless the listing states otherwise.

Nothing in this section affects your rights where an item is faulty, materially different from its description or not fit for its intended purpose.

4. Personalised and made-to-order products

Many Foiled You Once products are created specifically for the customer using names, dates, photographs, logos, messages, colours or other details supplied during ordering.

You are responsible for checking that all information submitted is complete and correct, including:

Names and spellings.
Dates, times and venues.
Ages and numbers.
Messages and wording.
Social media details.
Addresses, websites and contact information.
Foil, colour, size and quantity selections.
Uploaded photographs, logos and artwork.

We will normally reproduce the details supplied to us. We are not responsible for mistakes contained in information submitted or approved by the customer.

Contact us immediately at info@foiledyouonce.com if you notice an error. We will try to help, but changes cannot be guaranteed once designing, printing, cutting, foiling or production has started.

Changes requested after work has begun may result in an additional charge where they require the product to be redesigned or remade. Any additional cost will be explained before further work is completed.

5. Photographs, logos and customer-supplied artwork

When you upload or send us a photograph, logo, illustration, wording or other material, you confirm that:

You own the material or have permission to use it.
We are permitted to reproduce and adapt it for your order.
Its use will not infringe another person’s copyright, trade mark, privacy or other rights.
The material is not unlawful, abusive, discriminatory, defamatory or otherwise inappropriate.

You grant Foiled You Once permission to store, resize, crop, adjust, print and otherwise process the material as reasonably necessary to complete your order.

Ownership of your original material remains with you or its legal owner. This permission is limited to fulfilling your order, keeping necessary business records and dealing with any query or complaint, unless you separately agree to promotional use.

We may refuse or cancel an order where we reasonably believe the supplied content is unlawful, infringes another person’s rights or is unsuitable for us to reproduce. Where possible, we will explain the reason and refund any amount paid for work that has not already been completed.

You are responsible for supplying clear, high-resolution files. Poor-quality, blurred, pixelated or incorrectly formatted artwork may affect the finished result. We may contact you for a replacement file, which may delay production.

6. Proofs and customer approval

A proof is provided only where this is stated in the product listing or agreed with us.

Where a proof is supplied, you are responsible for checking:

Spelling and grammar.
Names, dates and other details.
Layout and positioning.
Image choice and cropping.
Colours and foil selections.
Contact and social media information.

Production will begin after approval. Once a proof has been approved, we are not responsible for an error that was clearly visible in the approved proof.

Changes requested after approval may involve an additional design or remake charge.

Proofs are digital previews. Printed colour, metallic foil, holographic effects and handmade finishes may look different on screen.

Where a listing states that no proof is provided, the product will be made using the information submitted with the order.

A delay in replying to a proof or information request may delay dispatch.

7. Prices and payment

Prices are shown in pounds sterling unless stated otherwise.

Any applicable delivery charges are displayed at checkout before payment is completed.

The total price payable will be shown before the order is submitted.

Payment must be received in full before production or dispatch. Payments are processed through the payment methods available at checkout. We do not normally receive or store your complete card details.

We may change prices at any time, but a price change will not affect an order we have already accepted.

Where a price is clearly incorrect because of a genuine technical or administrative error, we may contact you before accepting the order. You may either pay the correct price or cancel the affected item for a full refund.

8. Placing and accepting an order

After placing an order, you should receive an automated order confirmation. This confirms that we have received the order but does not necessarily mean that it has been accepted.

A contract is formed when we confirm acceptance, begin work on a personalised product or dispatch the order, whichever happens first.

We may contact you if information is missing, unclear or appears incorrect.

We may refuse or cancel an order where:

Payment is not authorised.
Required personalisation information has not been supplied.
The requested product or material is unavailable.
The order contains an obvious price or listing error.
We cannot safely or legally reproduce supplied material.
We reasonably suspect fraud, misuse or unlawful activity.
An event outside our reasonable control makes fulfilment impossible.

Where we cancel an order, we will refund the amount paid for the cancelled product unless the payment is being investigated as potentially fraudulent.

9. Processing and dispatch

Most products are made to order.

The current processing estimate is normally 1–4 business days, unless a different timeframe is shown on the individual product page.

Processing time is the time required to design, print, foil, cut, prepare and package the order. It does not include delivery time.

Processing may take longer where:

Information is missing.
A replacement photograph or artwork file is required.
The customer has not approved a proof.
A large or complicated order has been placed.
Materials are temporarily unavailable.
Seasonal demand is unusually high.

We will contact you where a significant delay is expected.

“Business days” means Monday to Friday, excluding UK bank holidays.

10. Delivery

We currently deliver to the locations available at checkout. Delivery services, prices and estimates are displayed before payment.

Orders are normally sent using Royal Mail or Evri, depending on the parcel’s size, weight and the selected delivery service.

Delivery dates are estimates unless we have expressly agreed a guaranteed delivery date in writing.

Please order with enough time for production and delivery, particularly for birthdays, weddings, holidays, events and other date-sensitive occasions.

We remain responsible for the parcel until it is delivered to you, or to a person or safe place authorised by you. Carrier delays may occasionally occur, but this does not remove your legal rights.

You are responsible for providing a complete and accurate delivery address. Please contact us immediately if it is incorrect. We cannot guarantee that an address can be changed after dispatch.

Where an order is returned because the customer supplied an incorrect or incomplete address, did not collect it or refused delivery without a valid reason, we may require payment of reasonable redelivery costs before sending it again.

If tracking states that a parcel has been delivered but you cannot locate it, please check with other household members, neighbours, the nominated safe place and the carrier before contacting us.

Contact us if an order is significantly overdue. We may need to complete the carrier’s investigation before confirming whether a replacement or refund is appropriate.

11. Cancellation and change-of-mind returns

Personalised and custom-made goods

The statutory change-of-mind cancellation right does not normally apply to goods that are made to your specifications or clearly personalised.

This includes products made using a customer’s:

Name, date, age or message.
Photograph or portrait.
Logo or business details.
Selected wording or layout.
Custom event or ticket information.
Other bespoke instructions.

Contact us immediately if you want to cancel. We may agree to cancellation where production has not started, but this cannot be guaranteed.

Personalised goods remain covered by your legal rights if they are faulty, not as described or produced incorrectly by us.

Non-personalised goods

For eligible non-personalised goods bought online, you may notify us that you wish to cancel within 14 days beginning the day after delivery.

After notifying us, you must return the goods within a further 14 days.

Returned products must be handled only as much as reasonably necessary to inspect them. We may make a lawful deduction where their value has been reduced by unnecessary handling or damage.

Unless the product is faulty or we agree otherwise, you are responsible for the return postage cost. We recommend using a tracked service because the parcel remains your responsibility until it reaches us.

Where cancellation rights apply, we will refund the basic delivery charge originally paid. Additional amounts paid for an upgraded delivery service are not normally refundable beyond the cost of our standard service.

Perishable and edible products

Change-of-mind returns are not normally accepted for perishable or edible products, including personalised chocolates, unless the item is faulty, damaged or not as described.

Full details are provided in our Refund Policy.

12. Faulty, damaged or incorrect orders

All products must be as described, of satisfactory quality and fit for their intended purpose.

Arrives damaged.
Is faulty.
Is materially different from its description.
Contains a production or personalisation mistake made by us.
Is missing an item.

Please provide your order number and clear photographs where possible. Reporting visible transit damage promptly helps us raise a claim with the delivery company, but a failure to contact us within a particular short period does not remove your statutory rights.

Depending on the circumstances and your legal rights, we may offer:

A repair.
A replacement.
A partial refund.
A full refund.

We may ask for the product to be returned. Where goods are confirmed as faulty or incorrect, we will cover reasonable return costs.

We are not responsible for remaking an item where it accurately reflects incorrect information submitted or approved by the customer, although we may offer a discounted remake at our discretion.

13. Refunds

Approved refunds will be returned to the original payment method wherever possible.

Bank and payment-provider processing times are outside our control.

For eligible change-of-mind returns, refunds will normally be processed within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever is earlier.

Where an order contains several items, a refund may apply only to the affected item.

14. Chocolates and edible products

Where we sell chocolates or other edible products, ingredients and allergen information will be provided on the product listing, packaging or both.

Customers are responsible for checking the ingredients and allergen information before ordering and consuming the product.

Unless expressly stated otherwise, we cannot guarantee that products have been prepared or handled in an environment free from traces of particular allergens.

Do not consume an edible product if:

The packaging or seal is damaged.
The product appears contaminated.
The allergen or ingredient information is missing or unclear.
It has been stored contrary to the instructions provided.

15. Keepsake tickets, vouchers and boarding passes

Our ticket-style products, boarding passes and vouchers are decorative gift keepsakes only.

They:

Do not grant admission to an event, venue, attraction, flight, journey, lesson or experience.
Have no monetary value unless expressly stated otherwise.
Are not issued by, endorsed by or affiliated with the named event organiser, venue, artist, airline or experience provider.
Do not replace genuine booking confirmation or admission documents.

The customer is responsible for separately purchasing and checking any genuine booking, admission or travel arrangements.

We are not responsible for cancellation, rescheduling, refusal of entry or any other issue relating to the genuine event, journey or experience.

16. Promotions and discount codes

Promotional codes:

Must be entered correctly at checkout.
Cannot normally be applied after an order has been placed.
Cannot be exchanged for cash.
May be restricted to particular products, customers or dates.
May not be combined unless stated otherwise.

We may withdraw or amend a promotion where there has been an error, misuse or circumstances outside our reasonable control. This will not affect orders already validly accepted.

17. Packing videos and social media

Customers may request that an order is included in a packing video or social media post. Requests are not guaranteed.

We will take reasonable care not to display private delivery information. A social media username may be shown or tagged where the customer has asked us to do so.

Requesting a video does not guarantee that it will be filmed, posted or remain available for a particular period.

18. Intellectual property

Unless otherwise stated, the website and its content belong to Foiled You Once or are used with permission.

This includes:

Product photographs.
Original designs and layouts.
Website text.
Branding and logos.
Graphics and videos.
Product descriptions.
Downloadable or preview material.

You may view and print website pages for personal use. You may not copy, reproduce, modify, distribute, sell or commercially use our content without prior written permission.

Purchasing a physical product does not transfer ownership of the underlying design or grant permission to reproduce or resell it.

Nothing in these Terms claims ownership of a customer’s original logo, photograph or other material.

19. Third-party services and links

Our website may contain links to third-party websites or use services supplied by Shopify, payment processors, delivery companies, review platforms and social media providers.

Third parties operate under their own terms and privacy policies. We are not responsible for unrelated content or services provided directly by those third parties.

Nothing in this section reduces our responsibility for fulfilling orders placed directly with Foiled You Once.

20. Consumer and business customers

A consumer is someone purchasing wholly or mainly for personal use.

A business customer is someone purchasing wholly or mainly for purposes connected with a trade, business, craft or profession. This may include customers ordering logo stickers, business cards, care cards, packaging inserts or other business stationery for commercial use.

Consumer rights and cooling-off rules may not apply in the same way to business purchases.

Business customers are responsible for checking that supplied artwork, wording, contact details and product specifications are suitable for their intended commercial use.

21. Our liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Breach of rights that cannot legally be excluded.
Faulty, misdescribed or unsafe goods.

For consumer orders, we are responsible for losses that are a foreseeable result of our breach of these Terms or failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

Products purchased by consumers are supplied for private and domestic use. We are not responsible for business losses arising from a consumer purchase, including loss of profit, sales, revenue, opportunity or business interruption.

For business customers, to the fullest extent permitted by law, our total liability relating to an order will not exceed the total amount paid for that order. This limit does not apply where liability cannot legally be restricted.

22. Events outside our reasonable control

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

We will take reasonable steps to reduce the effect of the event and contact affected customers where appropriate.

This does not remove any right you may have to cancel where an order cannot be supplied within an agreed or legally required period.

23. Personal information

We process personal information in accordance with our Privacy Policy.

Information supplied for personalisation will be used to design, produce, deliver and support the order and to keep records where reasonably necessary.

Please do not send unnecessary sensitive personal information in a personalisation box or uploaded file.

24. Complaints

We hope every customer loves their order. If something has gone wrong, please contact:

Email: info@foiledyouonce.com

Please include your order number and a clear explanation of the problem. Photographs may help us resolve product or delivery issues.

We will respond as soon as reasonably possible and aim to resolve complaints fairly.

25. Governing law and disputes

These Terms and contracts formed through this website are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you retain any mandatory legal protections available where you live and may bring legal proceedings in the appropriate courts.

We encourage customers to contact us first so that we can try to resolve a dispute informally.

26. Changes to these Terms

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

The Terms in force when your order is accepted will apply to that order. The latest version will be displayed on this page with the date it was updated.

27. General provisions

If any part of these Terms is found to be unlawful or unenforceable, the remaining sections will continue to apply.

A delay in enforcing a right under these Terms does not mean that the right has been waived.

No person other than the customer and Foiled You Once has a right to enforce the contract unless the law states otherwise.

28. Contact

Questions about these Terms should be sent to:

Foiled You Once
Email: info@foiledyouonce.com