Returns & Refunds Policy
I hope you love your handmade item. Each piece is carefully crocheted by hand, so slight variations in stitching, shape, texture or finish may naturally occur. These small differences are part of the character of a handmade product and are not considered faults.
Change of Mind Returns
If you change your mind about your purchase, please contact me within 14 days of receiving your order to let me know that you would like to return it.
Once you have notified me, the item must be returned within 14 days.
To be eligible for a return, the item must be:
Unworn and unused
Unwashed
In its original condition
Free from marks, damage, odours, pet hair or other signs of use
Customers are responsible for the cost of return postage for change-of-mind returns. I strongly recommend using a tracked postal service, as the item remains your responsibility until it reaches me.
Once the returned item has been received and checked, I will issue the appropriate refund to your original payment method.
If an item has been used, worn beyond what is reasonably necessary to inspect it, damaged, or otherwise returned in a condition that reduces its value, I may make an appropriate deduction from the refund.
Faulty Items
Every item is handmade with care and checked before it is sent.
If you believe your item has a genuine fault, please contact me as soon as possible and provide photographs showing the problem.
A genuine manufacturing fault does not include normal handmade variations, reasonable wear and tear, accidental damage, snagging caused during use, or damage caused by incorrect care or washing.
Where an item is faulty, not as described, or otherwise does not meet your statutory rights, I will provide the appropriate remedy, which may include a full refund, repair or replacement, as required by law.
Where a return is required because an item is genuinely faulty, I will cover reasonable return postage costs.
Washing & Care
My crocheted items are delicate and must be cared for according to the care instructions supplied with the product.
I cannot accept responsibility for damage caused by:
Washing at an unsuitable temperature
Using an unsuitable washing-machine cycle
Tumble drying where this is not recommended
Bleach or unsuitable cleaning products
Excessive stretching, pulling or wringing
Failure to follow the care instructions supplied with the item
Damage resulting from incorrect washing, handling or care is not considered a manufacturing fault.
Personalised & Custom-Made Items
Items that have been made specifically to your requirements or personalised for you may not be eligible for a change-of-mind return.
This does not affect your rights if the item is faulty, damaged when received, or not as described.
Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory consumer rights.
Privacy Policy
Last updated: 25 August 2026
I take your privacy seriously and am committed to protecting your personal information.
This Privacy Policy explains what personal information I collect when you visit my website, place an order, contact me or otherwise interact with my business. It also explains why I collect that information, how I use it, who it may be shared with and the rights you have regarding your personal information.
Who I Am
I am a sole trader selling handmade crocheted items.
Contact email: maevemillerstories.com
Business/contact address: maevemillerstories@gmail.com
For the purposes of UK data protection law, I am the data controller responsible for the personal information I collect and use.
My website is hosted using Squarespace.
Information I May Collect
When you visit my website, place an order, create a customer account, sign up to receive communications or contact me, I may collect personal information including:
Your name
Billing and delivery address
Email address
Telephone number, where provided
Details of the products you have ordered
Order and transaction information
Information connected with your customer account, if you create one
Messages or correspondence you send to me
Information relating to returns, refunds, complaints or customer service enquiries
Your marketing preferences, if applicable
Technical and website usage information, such as your IP address, browser or device information and information about how you use my website, where this is collected through Squarespace, cookies or similar technologies
Most of this information is provided directly by you when you place an order, contact me or use my website. Some technical information may be collected automatically when you visit the website.
Payment Information
Payments made through my website are processed securely through Squarespace and the payment provider connected to my website.
I do not store or have access to customers' full debit or credit card numbers.
I may be able to see limited payment and transaction information, such as the payment method, cardholder name, the last four digits of a payment card, order value and payment status. I use this information where necessary to process orders, refunds and maintain appropriate business records.
How I Use Your Information
I may use your personal information to:
Process and fulfil your order
Take and confirm payment for your order
Arrange delivery of your purchase
Contact you regarding your order
Deal with questions, returns, refunds or complaints
Provide customer service
Maintain appropriate business, accounting and tax records
Prevent or investigate fraud, misuse or security issues
Operate, maintain and improve my website and customer experience
Send marketing communications where I am permitted to do so
I will only use your personal information where I have a lawful reason to do so.
My Lawful Reasons for Using Your Information
Depending on why I am using your information, I may rely on one or more of the following lawful bases:
Contract
I need to use certain personal information in order to enter into or fulfil my contract with you. For example, I need your name and delivery address to send you an order.
Legal obligation
I may need to keep or use certain information to meet legal, accounting, tax or regulatory requirements.
Consent
In some circumstances, I may use your information because you have given me permission to do so, for example where consent is required for marketing or certain cookies. Where I rely on your consent, you can withdraw it at any time.
Legitimate interests
I may use your information where it is reasonably necessary for the legitimate operation and protection of my business and where your privacy rights do not override those interests. This may include responding to enquiries, providing customer service, maintaining appropriate business records, preventing fraud and improving my website and services.
Who I May Share Your Information With
I do not sell or trade your personal information.
I may need to share limited personal information with trusted third parties where this is necessary to operate my business, provide my website or fulfil your order.
These may include:
Squarespace, which provides my website and e-commerce platform
The payment provider used to securely process your payment
Postal services, couriers or delivery companies, where necessary to deliver your order
Email or website service providers
Accounting, bookkeeping or other professional service providers, where applicable
Government authorities, regulators or law enforcement organisations where I am legally required to provide information
I only share information that is reasonably necessary for the relevant purpose.
Third-party service providers may process your information in accordance with their own privacy policies and legal obligations.
International Data Transfers
Some of the companies that provide website, payment, email or other services to my business may process or store information outside the UK.
Where personal information is transferred internationally, appropriate safeguards must be used where required by UK data protection law to protect that information.
How Long I Keep Your Information
I will not keep your personal information for longer than I reasonably need it.
Order, payment and transaction records may be retained for as long as necessary to meet my accounting, tax and other legal obligations.
Customer service correspondence, enquiries and information relating to returns or complaints will be kept only for as long as reasonably necessary to deal with the matter and protect my legal rights.
Other personal information will be deleted or securely disposed of when I no longer have a valid reason to keep it.
Marketing
If you choose to sign up to receive marketing communications from me, I may use your name and email address to send you news, product updates, offers or other information about my business where I am permitted to do so.
You can unsubscribe from marketing communications at any time by using the unsubscribe option provided in the message or by contacting me directly.
Unsubscribing from marketing will not prevent me from contacting you where necessary regarding an order you have placed or an enquiry you have made.
Cookies & Website Information
My Squarespace website uses cookies and similar technologies.
Some cookies are necessary for the website to function correctly, for example to operate features such as the shopping basket, checkout, security and customer accounts.
Other cookies may be used for purposes such as website analytics, understanding how visitors use my website, improving the website or advertising.
Where consent is required for non-essential cookies, visitors will be given the opportunity to accept, decline or manage their cookie preferences.
Further information about the cookies used by my website and how you can manage your preferences should be available through my website's cookie notice or cookie settings.
Your Data Protection Rights
Under UK data protection law, you have rights regarding your personal information. Depending on the circumstances, these may include the right to:
Ask for a copy of the personal information I hold about you
Ask me to correct information that is inaccurate or incomplete
Ask me to delete your personal information in certain circumstances
Ask me to restrict how your personal information is used in certain circumstances
Object to certain uses of your personal information
Ask for certain personal information to be transferred to you or another organisation
Withdraw your consent at any time where I rely on consent to use your information
These rights are not always absolute and may depend on why I am using your information and whether I have a legal reason to continue holding or using it.
If you would like to exercise any of these rights, please contact me at:
Maevemillerstories.com
Data Protection Complaints
If you have a concern or complaint about how I have collected, used or protected your personal information, please contact me so that I can investigate it.
You can make a data protection complaint by emailing:
Maevemillerstories@gmail.com
You may wish to put "Data Protection Complaint" in the subject line so that I can identify your complaint clearly.
I will acknowledge your data protection complaint within the period required by law and will take appropriate steps to investigate it without undue delay. I will keep you informed about the progress and outcome of your complaint where required.
If you are unhappy with how I have handled your personal information or dealt with your complaint, you also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator.
Further information about your rights and making a complaint is available on the ICO website at ico.org.uk.
Changes to This Privacy Policy
I may update this Privacy Policy from time to time, for example if I change the services I use, make changes to my website or if my legal obligations change.
The latest version will be made available on my website and the date of the most recent update will be shown at the top of this policy.
Terms & Conditions
Last updated: 25 August 2026
These Terms & Conditions apply when you use my website or purchase products from me.
Please read them before placing an order. By placing an order through my website, you agree to these Terms & Conditions.
Nothing in these Terms & Conditions affects your statutory rights as a consumer.
About My Business
I am a sole trader selling handmade crocheted items through my Squarespace website.
Trading/business name: Maeve Miller Stories
Sole trader/proprietor: Florence Cape
Business/contact address: maevemillerstories@gmail.com
If you have any questions about these Terms & Conditions or an order, please contact me using the email address above.
My Products
Each of my items is handmade with care.
Because my products are individually crocheted by hand, there may be small variations in stitching, size, shape, texture, positioning or finish from one item to another.
These natural variations are part of the character of a handmade product and are not normally considered faults.
I take reasonable care to ensure that product descriptions, measurements and photographs on my website are accurate.
Colours may appear slightly different depending on lighting, photography and the screen or device being used.
Handmade variation does not affect your statutory rights where an item is genuinely faulty, not as described or otherwise does not meet the standards required by law.
Delicate Items & Product Care
Crocheted products can be delicate and should be handled and cared for appropriately.
Please follow care instructions carefully. ALL items should be hand washed in cold water, maximum 30 degree Celsius, pat dried in a towel and air dried flat.
Damage caused after delivery by inappropriate washing, tumble drying where this is not recommended, unsuitable cleaning products, excessive pulling, stretching, snagging or other improper care is not considered a manufacturing fault.
This does not affect your rights where an item was faulty when supplied.
Placing an Order
When you place an order through my website, you will be asked to provide the information necessary to process your order and make payment.
Please check your order carefully before completing your purchase, including:
The product ordered
Quantity
Delivery address
Contact details
You are responsible for ensuring that the information you provide is accurate.
After you place an order, you will receive an order confirmation by email.
A contract for the purchase of the goods is formed when your order is accepted and confirmed.
Availability
All products are subject to availability.
As I run a small handmade business, stock may be limited and some products may be made in small quantities.
On rare occasions, I may be unable to fulfil an order because an item is unavailable, there has been an obvious pricing or listing error, or circumstances outside my reasonable control prevent me from supplying it.
If I am unable to fulfil an order, I will contact you and refund any payment you have already made for the affected item.
Prices & Payment
The price payable is the price shown on my website when you place your order, including package and posting which is always signed for via Royal Mail delivery.
Any delivery charges will be shown before you complete your purchase.
I take reasonable care to ensure that prices and product information are correct.
Payments are processed securely through Squarespace and the payment provider connected to my website.
I do not store or have access to your full debit or credit card number.
Delivery
Estimated dispatch or delivery times may be stated on individual product pages or during checkout.
Because my items are handmade, preparation times may sometimes vary. Where an item is made after an order is received, I will aim to make this clear in the product description.
Unless another delivery period has been agreed with you, goods will be delivered within the period required by applicable consumer law.
Please make sure the delivery address supplied with your order is complete and correct.
If you notice an error in your delivery address, please contact me as soon as possible. I cannot guarantee that an address can be changed once an order has been dispatched.
If an order is delayed or lost during delivery, please contact me so that I can investigate the matter with the relevant delivery provider.
Your statutory rights regarding delivery are not affected by these terms.
Cancelling an Order & Changing Your Mind
For most products purchased online, you have a legal right to change your mind.
You may normally tell me that you wish to cancel your purchase within 14 days from the day after you receive your goods, without giving a reason.
After notifying me that you wish to cancel, you must return the goods within 14 days.
You are responsible for the cost of returning change-of-mind items unless I have agreed otherwise.
Full details about returns, including the condition in which products should be returned, are provided in my Returns & Refunds Policy.
Where you exercise your statutory right to cancel, I will refund the amount required by law, including the cost of my least expensive standard delivery option where applicable.
If you chose a more expensive delivery option, such as express delivery, I am not required to refund the additional amount above my standard delivery charge.
I may make an appropriate deduction from a refund if the value of an item has been reduced because it has been handled more than would reasonably be necessary to establish its nature, characteristics and functioning.
Personalised & Genuinely Custom-Made Items
The statutory change-of-mind cancellation right may not apply to goods that are made to your individual specifications or clearly personalised for you.
Examples may include an item incorporating a customer's name, wording, unique measurements or another genuinely individual specification that is not part of my normal product range.
An item is not automatically considered custom-made simply because I make it after you place your order. Where an item is made using standard options from my normal range, your usual cancellation rights may still apply.
I will aim to make it clear on the relevant product page where an item is genuinely personalised or made to your individual specification and therefore may not be eligible for a change-of-mind return.
This exception does not affect your rights if a personalised or custom-made item is faulty, not as described or does not otherwise meet your statutory rights.
Faulty or Incorrect Items
I take care to check my handmade items before dispatch.
If an item arrives faulty, is not as described, is not of satisfactory quality or is otherwise not compliant with your statutory consumer rights, please contact me.
Depending on the circumstances and your legal rights, you may be entitled to a refund, repair or replacement.
Where goods are genuinely faulty and need to be returned, I will cover reasonable return costs where required.
Normal handmade variations, reasonable wear and tear, accidental damage or damage caused by improper use, washing or care are not manufacturing faults.
Please see my Returns & Refunds Policy for further information.
Returns
My Returns & Refunds Policy forms part of these Terms & Conditions.
Please read that policy before making a purchase.
It explains:
Change-of-mind returns
Return postage
Faulty items
Product condition
Washing and care
Personalised and custom-made products
Refunds
Nothing in my Returns & Refunds Policy or these Terms & Conditions limits the rights given to you by UK consumer law.
Privacy & Personal Information
I use personal information in order to process orders, provide customer service and operate my business.
Information about what personal data I collect, how I use it, who it may be shared with and your data protection rights is provided in my Privacy Policy.
My website is hosted through Squarespace, and payments are processed through Squarespace and/or the payment provider connected to my website.
Please see my Privacy Policy for further details.
Website Use
You may use my website for lawful personal purposes, including browsing and purchasing my products.
You must not deliberately:
Interfere with the proper operation or security of my website
Attempt to gain unauthorised access to my website or its systems
Introduce viruses, malicious software or other harmful material
Use my website for fraudulent or unlawful purposes
Copy or use website material in a way that infringes my intellectual property rights or those of another person
Photographs, Designs & Website Content
Unless otherwise stated, the photographs, written content, branding and original designs displayed on my website belong to me or are used by me with permission.
They may not be copied, reproduced, sold, distributed or used commercially without my permission, except where permitted by law.
Purchasing one of my products does not transfer ownership of any intellectual property rights associated with my photographs, branding, website content or original designs.
Events Outside My Reasonable Control
Occasionally, circumstances outside my reasonable control may affect my ability to fulfil or deliver an order.
These might include significant postal disruption, extreme weather, disruption to suppliers or services, or other unexpected events that I could not reasonably prevent.
If this happens, I will take reasonable steps to minimise the effect on your order and will contact you where appropriate.
Nothing in this section removes any rights you have under consumer law, including rights that may arise if goods are not delivered within an agreed or legally required period.
My Responsibility to You
I am responsible for supplying goods in accordance with my obligations under applicable consumer law.
Nothing in these Terms & Conditions excludes or limits my responsibility where it would be unlawful to do so, including responsibility for:
Goods that do not meet your statutory rights
Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Any other liability that cannot legally be excluded or limited
These Terms & Conditions are intended for customers purchasing my products for personal use.
Complaints
If you are unhappy with an order or with the service you have received, please contact me at:
maevemillerstories@gmail.com
Please include your name, order number where applicable, and an explanation of the problem so that I can look into it.
I will try to resolve complaints fairly and reasonably.
For complaints relating specifically to how I use your personal information, please see the Data Protection Complaints section of my Privacy Policy.
Changes to These Terms
I may update these Terms & Conditions from time to time, for example because I make changes to my business, website or legal obligations.
The Terms & Conditions that apply to your purchase will be those applicable when your order is placed.
The latest version will be available on my website, with the date of the most recent update shown at the top.
Governing Law
These Terms & Conditions and contracts for purchases from my website are governed by the applicable laws of the United Kingdom.
If you are a consumer, you will continue to benefit from any mandatory legal protections that apply to you in the part of the UK in which you live.
Nothing in these Terms & Conditions prevents you from exercising any legal rights regarding where a dispute may be heard.