Postage & Packaging

Hollystone Designs use Royal Mail and Evri to deliver your goods to your door. All order's will be processed and dispatched within our stated processing time. Our processing time is usually 5 to 7 business days as all our goods are bespoke, personalised and made to order. The dispatch time for each item is the day we will post your item and not the day that you will receive your goods.
All our products are posted out in packaging that has been recycled to limit the impact on the enviroment.
We currently only dispatch to UK addresses due to new EU packaging standards regulations which are too restrictive and expensive for our small business.
Please note that in some countries, products may be subject to import duty.  The payment of this duty is the responsibility of the purchaser/addressee.

Orders

When you place an order with Hollystone Designs, you will be asked for your name, address and email address. This data is only used by us in relation to your order, for processing and sending orders and to clarify or communicate any issues surrounding your order. Hollystone Designs uses Create as our website platform provider and this is where your data will be held temporarily. Create uses the highest levels of security with full SSL encryption, firewalls and password protections to keep your data secure between your browser and the server. Our website security is evidenced by the green/grey padlock in the browser bar and the https:// at the beginning of our URL. 

Materials

The appearance of colours and textures on our website may look different on your screen, tablet or mobile due to the contrast settings on your device. Please use our website as a guide regards colour matching and material textures. Hollystone Designs use various different types of woods to produce some of our products. Please be aware that as wood is a natural product, the grains and colours will vary from one piece of wood to another. Plywoods are used to produce many of our flower girl wands and although we tend to avoid using woods with knots in, there will be variations in the markings of the grains. If more than one wand is ordered, we will endeavour to match the wood for colour and grain. We mainly use Birch wood in our products which is a fast growing timber making it more eco friendly, renewable and sustainable.

Privacy Policy

Hollystone Designs recognises the importance of protecting the privacy of your personal details as a user of our website. This privacy policy explains how we respect the privacy of our website users, the information that we gather, how it is used and how it is kept secure. Our policy will ensure that we comply with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. Hollystone Designs is committed to making sure that your privacy is protected. Should we ask you to provide certain information by which you can be identified whilst using this website, then you can be assured that it will only be used in accordance with this privacy statement. 

Secure Payments

Hollystone Designs uses Stripe to process your credit and debit card payments. Stripe has customers spanning a wide variety of industries, including some of the biggest names in e-commerce, including ASOS, Missguided, Deliveroo, Made.com and Lush. They automatically encrypt your confidential information in transit from your computer/tablet/mobile phone to our system using the Secure Sockets Layer protocol (SSL).

Returns & Refunds Policy

We want you to be satisfied with your purchase. Please read this policy carefully, as different return conditions apply to custom-made items and ready-made items.

1. Custom-Made or Personalised Items

Custom-made or personalised products are created specifically to your requirements. For this reason, they are exempt from our standard returns policy and cannot be returned for a change of mind.

We only accept returns for custom-made items if the item is faulty or damaged.

Return conditions:

  • You must contact us within 14 days of receiving your order

  • You must provide clear proof of the fault or damage (for example photographs)

  • The item must not have been damaged due to misuse, accidental damage, or normal wear and tear

If the fault is confirmed, we will offer one of the following:

  • A replacement item, or

  • A full or partial refund, depending on the situation

Custom-made items cannot be returned due to change of mind, incorrect choices made when ordering, or personal preference, as they have been made specifically for you.

2. Ready-Made (Non-Custom) Items

Ready-made items may be returned within 14 days of receiving your order if:

  • The item is faulty, or

  • The item is not as expected

Return requirements:

  • Items must be unused and in their original condition

  • Items should be returned in their original packaging where possible

  • Proof of purchase or order number may be required

Once we receive and inspect the returned item, we will process a refund to your original payment method.

3. How to Request a Return

To request a return, please contact us within 14 days of receiving your order and provide:

  • Your order number

  • A description of the issue

  • Photographs of the fault or damage (if applicable)

Once your request has been approved, we will provide instructions on how to return the item.

4. Return Shipping

Customers are responsible for the cost of return shipping, unless the item is confirmed to be faulty or damaged.

We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

5. Refunds

  • Refunds are processed after the returned item has been received and inspected

  • Refunds will be issued to the original payment method

  • Please allow 5–10 business days for the refund to appear in your account after processing

6. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Custom-made or personalised products

  • Items damaged due to misuse, improper care, or accidental damage

  • Items returned outside of the 14-day return window


7. Contact Us

If you have any questions about your order or need help with a return request, please contact us and we will be happy to assist.
You can contact us through our 'CONTACT US' form or by emailing us at [email protected]

Remittance Terms

All prices are shown in GBP (Pounds Sterling). Payment in full must be received with all orders. All trademarks are properties of their respective owners and are acknowledged.

Our Contact Information

You may contact Hollystone Designs by writing to:

Hollystone Designs
36 High Ridge Park
Rothwell
Leeds
West Yorkshire
LS26 0NN

or via:

Telephone:   07504 746684

Email:      [email protected]

Our 'Get In Touch' page