Terms of service

Terms of Service

Last updated: 14 September 2026

  1. About Us

This website and online store are operated by Melissa Campbell, trading as Amelia & Willow.

Our contact details are:

Business name: Amelia & Willow
Proprietor: Melissa Campbell
Email: ameliaandwillow@hotmail.com
Telephone: 07518 191252
Business address: 16 Grayling Close, Godalming, GU7 1AG, United Kingdom
Website: https://ameliaandwillow.co.uk

The words “we”, “us” and “our” in these terms refer to Melissa Campbell, trading as Amelia & Willow.

Our online store is hosted by Shopify, which provides the ecommerce platform that enables us to sell our products.

  1. These Terms

These Terms of Service apply when you visit our website or purchase products from Amelia & Willow.

Please read these terms before placing an order. By using our website or submitting an order, you agree to these terms together with our Privacy Policy, Refund and Returns Policy and Shipping Policy.

Privacy Policy:
https://ameliaandwillow.co.uk/policies/privacy-policy

Refund and Returns Policy:
https://ameliaandwillow.co.uk/policies/refund-policy

Shipping Policy:
https://ameliaandwillow.co.uk/policies/shipping-policy

Nothing in these terms limits or removes any statutory rights that you have as a consumer.

  1. Using Our Website

You may use our website only for lawful purposes.

You must not:

• Use the website fraudulently or unlawfully
• Attempt to gain unauthorised access to the website or another customer’s account
• Introduce viruses, malicious code or other harmful material
• Interfere with the website’s security or operation
• Copy or commercially exploit our website content without permission
• Provide false or misleading information when placing an order
• Use the website in a way that infringes another person’s rights

We may restrict access to the website if we reasonably believe that it is being misused.

  1. Products

We make reasonable efforts to describe and photograph our products accurately.

Because many Amelia & Willow products are handmade, small differences in colour, shape, finish, decoration, weight or appearance may occur. Screen settings may also affect how colours appear.

Product weights described as approximate may vary slightly because products are made and poured by hand.

Fragrance is personal, and scent descriptions are provided as a guide. The way a fragrance is perceived may vary between individuals and product types.

Product availability, fragrances, colours and designs may change. We may discontinue a product or limit the quantity available without notice.

  1. Product Safety

Customers must read and follow all instructions, warnings, ingredient information and safety information supplied with a product.

Wax melts must only be used in a suitable wax burner. Never leave a burning tealight or burner unattended. Keep wax melts, burners and fragranced products away from children, pets, draughts and flammable materials.

Cosmetic and personal-care products are for external use only unless the product specifically states otherwise. Stop using a product if irritation occurs and seek appropriate medical advice where necessary.

Customers are responsible for checking product ingredients and allergen information before use. Please contact us before ordering if you require further product information.

  1. Placing an Order

When you submit an order, you are offering to purchase the selected products under these terms.

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

An order is accepted when we confirm that it has been processed or dispatched. At that point, a contract is formed between you and Amelia & Willow.

Please check your order information and delivery address carefully before submitting payment.

If you notice an error, contact us as soon as possible. We cannot guarantee that an order can be changed or cancelled after it has entered preparation or been dispatched, although your statutory cancellation rights remain unaffected.

  1. Refusing or Cancelling an Order

We may refuse or cancel an order where reasonably necessary, including when:

• A product is unavailable
• A price or product description contains an obvious error
• Payment cannot be authorised
• We suspect fraud or unlawful activity
• Delivery is not available to the address provided
• An order breaches product, postal or quantity restrictions

If we cancel an order after payment has been taken, we will refund the affected amount to the original payment method.

  1. Prices and Payment

Prices are displayed in the currency selected on the website.

UK prices include applicable taxes unless stated otherwise. Delivery charges and any available delivery options are displayed during checkout before payment is completed.

International customers may be responsible for customs duties, import taxes or other charges imposed by the destination country unless these have been collected at checkout.

Payment must be authorised before an order can be processed. Payments are handled through the payment providers made available at checkout.

We take reasonable care to ensure prices are correct. If an obvious pricing error is discovered after an order is submitted, we may contact you to offer the option of paying the correct price or cancelling the affected product for a refund.

  1. Promotions and Discount Codes

Discount codes and promotions are subject to any conditions stated when they are offered.

Unless stated otherwise:

• Only one discount code may be used per order
• Discount codes cannot be exchanged for cash
• Discounts cannot normally be applied retrospectively
• A discount may have an expiry date, minimum spend or product restriction
• We may withdraw or correct a promotion where it has been published in error or misused

  1. Dispatch and Delivery

Orders are normally prepared and dispatched within 2–3 working days. Working days are Monday to Friday, excluding UK bank holidays.

Delivery dates are estimates and may be affected by postal delays, customs processing, severe weather, seasonal demand or other circumstances outside our reasonable control.

UK orders are sent using Royal Mail. Selected products are also available for delivery to the United States.

Full delivery information is available in our Shipping Policy:

https://ameliaandwillow.co.uk/policies/shipping-policy

Please contact us if an order is significantly delayed or does not arrive within a reasonable period.

  1. Returns, Cancellations and Refunds

Eligible online orders may be cancelled by notifying us within 14 days of delivery. After notifying us, customers normally have a further 14 days to return the eligible products.

Restrictions apply to certain products, including opened hygiene-sealed bath, body and personal-care products, used home-fragrance products and personalised items.

These restrictions do not affect your legal rights when a product is faulty, damaged, incorrectly supplied or not as described.

Full information about returns, return postage and refunds is available in our Refund and Returns Policy:

https://ameliaandwillow.co.uk/policies/refund-policy

  1. Faulty, Damaged or Incorrect Products

You have statutory rights when goods are faulty, damaged, not as described or unsuitable for their intended purpose.

If there is a problem with your order, contact us at ameliaandwillow@hotmail.com. Please provide your order number, a description of the issue and photographs where appropriate.

Depending on the circumstances and your legal rights, the available solution may include a refund, replacement or repair.

Nothing in these terms limits your statutory consumer rights.

  1. Gift Cards

Gift cards may only be used through the Amelia & Willow store and cannot normally be exchanged for cash.

Customers are responsible for keeping gift-card details secure. Please contact us if you believe a gift card has been used without permission.

Gift cards do not affect a customer’s statutory rights.

  1. Intellectual Property

The Amelia & Willow name, logo, branding, product photographs, graphics, designs and original written content belong to Amelia & Willow or are used with permission.

You may view and use the website for personal, non-commercial shopping purposes.

You must not copy, reproduce, distribute, modify, sell or commercially use our content without prior written permission, except where permitted by law.

Third-party trademarks and content remain the property of their respective owners.

  1. Third-Party Services and Links

Our website may contain links to third-party websites or use services provided by organisations such as Shopify, payment processors, review platforms, email providers and delivery companies.

Third-party services may have their own terms and privacy policies. We are not responsible for the content or operation of an independent third-party website.

Purchases made directly from Amelia & Willow are contracts between the customer and Melissa Campbell, trading as Amelia & Willow. Shopify provides the ecommerce platform but is not the seller of our products.

  1. Privacy and Cookies

We handle personal information in accordance with our Privacy Policy:

https://ameliaandwillow.co.uk/policies/privacy-policy

Our website uses cookies and similar technologies for essential store functions and, where consent is provided, analytics and marketing.

Customers can review or change their cookie choices through the Cookie Preferences link available on the website.

  1. Our Responsibility to You

We do not exclude or limit liability where doing so would be unlawful. This includes liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Breach of your statutory consumer rights
• Any other liability that cannot legally be excluded

We are responsible for foreseeable loss or damage caused by our breach of these terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses arising from a purchase made for personal use.

Nothing in this section affects your statutory rights.

  1. Events Outside Our Control

We are not responsible for delays or failures caused by events outside our reasonable control.

These may include postal disruption, customs delays, severe weather, transport disruption, supplier interruption, technical failures, industrial action or government restrictions.

We will take reasonable steps to minimise the effect of such events and will contact affected customers where appropriate.

  1. Changes to These Terms

We may update these Terms of Service when our products, services, policies or legal responsibilities change.

The latest version will always be available on this page. Changes will apply from the date shown at the top of the terms and will not unfairly alter a contract already formed with a customer.

  1. Severability

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

  1. Governing Law

These terms and contracts made through our website are governed by the laws of England and Wales.

If you live elsewhere in the United Kingdom, you may also bring proceedings in the courts of the country where you live. If you are an international customer, this section does not remove any mandatory consumer protections that apply to you under local law.

  1. Contact Us

Questions about these terms or an order should be sent to:

Melissa Campbell, trading as Amelia & Willow
16 Grayling Close
Godalming
GU7 1AG
United Kingdom

Email: ameliaandwillow@hotmail.com
Telephone: 07518 191252