Terms of service

Terms of Service

Last updated: October 2025

Welcome to Twelve Silver Trees.

These Terms of Service (“Terms”) govern your use of www.twelvesilvertrees.com (the “Site”) and your purchases from Twelve Silver Trees Jewellery & Gifts. By using our website, social media shops, or placing an order, you agree to be bound by these Terms together with our Privacy Policy and Returns Policy.

Please read these Terms carefully before browsing or purchasing.

1. About Us

Twelve Silver Trees Jewellery & Gifts

Twelve Silver Trees Ltd

20 Hurst Road, Earl Shilton, Leicestershire, LE9 7FG, United Kingdom

Email: info@twelvesilvertrees.com

Website: www.twelvesilvertrees.com

We design, handcraft, and curate nature-inspired sterling silver jewellery and gifts, made with care, artistry, and sustainability in mind.

2. Use of Our Website

  • You must be at least 18 years old to use this Site or place an order.
  • You agree to use our Site lawfully and not interfere with its operation or security.
  • We may update, suspend, or withdraw the Site or any part of it without notice.
  • All text, imagery, product descriptions, and branding are owned by Twelve Silver Trees or used under licence. You may not reproduce or distribute them without written permission.

3. Platform Information

Our website is hosted on Shopify Inc., which provides the ecommerce platform that allows us to sell our products online. Shopify securely stores your data behind a firewall and processes payments in compliance with the Payment Card Industry Data Security Standard (PCI-DSS).

We also sell through authorised third-party platforms including Etsy, Facebook/Instagram Shops (Meta), and TikTok Shop. Purchases made through these platforms are additionally governed by their respective terms and policies.

4. Product Information

  • We take great care to ensure all descriptions, prices, and images are accurate. However, as many pieces are handmade, slight variations may occur.
  • All prices are listed in British Pounds (GBP) and include VAT where applicable.
  • We reserve the right to correct errors or update prices at any time.
  • Packaging may differ slightly from that shown online.

5. Orders & Contract Formation

  • By placing an order, you are offering to purchase a product subject to these Terms.
  • We will send you an email confirming receipt of your order; this does not mean it has been accepted.
  • A binding contract is formed when we dispatch your goods and send a shipping confirmation.
  • We reserve the right to refuse or cancel any order for reasons such as stock unavailability, pricing errors, or suspected fraud.
  • Ownership of goods passes to you once full payment is received.

6. Payments

We accept secure payment through:

  • Shopify Payments (Visa, Mastercard, American Express, Apple Pay, Google Pay)
  • PayPal
  • Klarna (Buy Now, Pay Later options)
  • Clearpay (Buy Now, Pay Later options)

By submitting payment details, you confirm that you are authorised to use the chosen method.

For Klarna transactions:

Klarna Bank AB (publ) provides financing and pay-later services, subject to status and credit approval. Late or missed payments may affect your credit rating. For full Klarna terms and privacy policy, visit https://www.klarna.com/uk/.

7. Processing & Dispatch Times

Each piece is made with care.

  • Made-to-order jewellery is typically completed within 5–10 working days.
  • Ready-to-ship items are dispatched within 2–3 working days.
    During peak seasons or events, production times may vary slightly. We will notify you if delays occur.

8. Shipping & Delivery

  • UK orders are sent via Royal Mail or other tracked courier services.
  • International orders are shipped to selected destinations; any customs fees, import duties, or taxes are the buyer’s responsibility.
  • Estimated delivery times are provided as a guide only and may vary due to factors beyond our control (postal delays, strikes, weather, customs, etc.).
  • We are not liable for delivery delays once parcels are in transit, but we will assist with carrier investigations where possible.
  • Replacements or refunds for lost parcels will only be issued once the postal service confirms the claim.

9. International Orders

International customers are responsible for all customs duties, import taxes, and handling charges imposed by their country. Please check your local import regulations before ordering, as we cannot predict or control these costs.

10. Returns, Exchanges & Cancellations

Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your order to request a return unless the item is:

  • Custom-made or personalised
  • Earrings (for hygiene reasons)

To start a return, contact Hello@twelvesilvertrees.com.

Returned items must be in original, unworn condition and packaged securely. Refunds will be processed within 14 days of receipt.

Delivery charges are non-refundable unless the item is faulty.

For full details, see our Returns Policy.

11. Custom & Made-to-Order Items

Custom, personalised, or made-to-order jewellery cannot be cancelled once production has begun.

These items are exempt from standard return rights unless defective or damaged.

12. Jewellery Care & Warranty

All Twelve Silver Trees jewellery is handcrafted from quality materials.

To keep your jewellery beautiful:

  • Avoid contact with water, perfume, lotions, or cleaning agents.
  • Store pieces in a dry, soft-lined box or pouch.
  • Gently polish silver with a soft, lint-free cloth.

We guarantee the craftsmanship of our jewellery for 6 months from the date of purchase.

This warranty does not cover wear and tear, accidental damage, or misuse.

13. Gift Cards & Promotions

  • Gift cards are valid for 12 months from purchase and are non-refundable.
  • Promotional codes or discounts cannot be applied retrospectively or combined unless stated otherwise.
  • We reserve the right to withdraw promotions at any time.

14. Privacy, Cookies & Marketing Consent

We respect your privacy and handle personal data in accordance with the UK GDPR and Data Protection Act 2018.

By using our Site, you consent to our collection and use of data as outlined in our Privacy Policy.

  • Shopify automatically collects certain data (such as your IP address and browsing behaviour) using cookies to improve functionality and analytics.
  • You can manage cookies via your browser settings.
  • If you sign up for our newsletter, you consent to receive occasional marketing emails. You can unsubscribe anytime via the link in the email or by contacting us.

We never sell or share personal data for third-party marketing.

15. Communication Preferences

By creating an account or subscribing, you agree that we may contact you regarding your orders, account activity, or marketing updates.

You can update your preferences or unsubscribe at any time.

16. Sustainability & Ethical Sourcing

Twelve Silver Trees is committed to responsible craftsmanship.

We use recycled sterling silver, ethically sourced gemstones, and eco-friendly packaging wherever possible.

Our jewellery is designed to be treasured for years — sustainable, meaningful, and made to last.

17. Intellectual Property & Design Rights

All designs, product descriptions, photography, and website content are the creative property of Twelve Silver Trees.

Our original jewellery designs are protected under UK copyright and design rights law.

Reproduction, distribution, or commercial use of any content without written permission is prohibited.

18. Dispute Resolution

We strive to resolve any concerns quickly and fairly.

If you have an issue with your order, please contact info@twelvesilvertrees.com in the first instance.

If we are unable to resolve the issue, you may contact an independent dispute resolution service such as The Retail Ombudsman (www.theretailombudsman.org.uk).

19. Events Beyond Our Control

We are not liable for failure or delay in performing our obligations caused by events outside our reasonable control, such as strikes, extreme weather, natural disasters, or postal disruptions.

20. Liability

  • Our total liability for any claim shall not exceed the amount paid for the product.
  • We are not liable for indirect, incidental, or consequential loss, including loss of profits or data.
  • Nothing in these Terms excludes our liability for death or personal injury caused by negligence or fraud.

21. Governing Law

These Terms are governed by the laws of England and Wales.

Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

22. Contact Us

For questions about these Terms or your order, please contact:

📧 Hello@twelvesilvertrees.com

🌐 www.twelvesilvertrees.com