Terms and Conditions
Terms and Conditions
Please read these terms and conditions carefully.
By completing your order, you are agreeing to these terms and conditions.
The use of 'we', 'us' or 'family-crests' relates to the registered business name of Family-crests.com and trading name David Humphreys.
The use of 'you', 'customer' or 'user' means you the customer who is agreeing to these terms and conditions.
UK refers to England, Scotland, Wales and Northern Ireland. 'International' means all countries outside 'UK'.
The 'website' refers to www.family-crests.co.uk and sister sites of
We have taken all reasonable care to ensure that all Product Descriptions are correct at the time when these items were listed on the website. Images are as accurate as possible but appearances may vary depending on the screen or device on which the website is being viewed.
Packaging of products may vary in colour or style and cannot be guaranteed to be the same each time, although we always aim to be consistent in quality.
Where images or words are engraved on products, they cannot be guaranteed to be the same as product images shown online. However, we will do our upmost to stay as close to the style shown as possible.
Personalised items will vary depending on your needs. If you have a specific idea in mind or need a design proof please contact us and we will do our best to fulfill your request.
If you are unhappy with your product you can refer to our returns policy.
The purchasing of our products will act as a contract between us and you. No contract will come into force between you and us unless and until we accept your order in accordance with the procedure detailed below.
All terms of sale will be provided in English only, however, we may be able to communicate in other languages for customer service purposes.
You should carefully check your order before you complete your transaction. In the event that you make an error you may contact us and we may be able to adjust your order if it has not been processed.
We reserve the right to cancel this contact at any time by notifying you by email or telephone.
Terms of contract
By entering into a contract with us, you are agreeing the following:
By entering into a contract with you, we are agreeing to:
Products are usually available where they are stated as in stock. In the event of damaged stock, unavailable stock, or failure to fulfill orders by third party companies, you will receive a full refund including all postage paid.
Many products we sell are made to order or personalised and may take up to two working days to dispatch. Quality will be assessed on production but where items fail to meet standards, they may take a little longer to dispatch.
Prices stated on our website are accurate at the time of purchase but may be subject to change at any time at our discretion. In the event of a change of price you will only be changed at the amount stated in your shopping basket.
Prices can be displayed on our website in a range of international currencies. International prices are subject to change with the exchange rate.
All prices are inclusive of either VAT or customs charges as appropriate.
We cannot recommend the sale of any product to a person under the age of sixteen without the consent of an adult.
Lighters will not be sold to persons under the age of eighteen
By placing an order you are consenting that you are the correct age at which to by our products. It is an offense to by age restricted products or to buy age restricted products for someone who is under that age.
Most items will be delivered using Royal Mail Services but couriers may be used at our discretion or when such services have been requested and additional charges paid.
Neither UK nor internationally shipped items will be tracked unless tracking services are requested.
We accept no responsibility for items lost or damaged in the post but in this event your should contact us so that we can help.
Packages will be received according to standard delivery times which are 1-3 days for UK delivery and 7-10 days for Internationally delivery. We will not act on items that are not received before this time has passed.
It is your responsibility to act where delivery cards have been left or where items have been taken to the sorting office for collection. We will not be responsible for uncollected items and your local post office should be your first point of contact where items are not received.
Please ensure your delivery address is correct when purchasing your items.
For more information, please see our delivery page.
Contract cancellation under the Consumer Contracts
If you are an EU customer, you have the right to cancel your contract at any time up to fourteen (14) days after the day on which you receive your Order. If you place an Order for several Products and they are delivered separately then your fourteen (14) days will start the day after you receive the last Product on your Order.
Cancellation before dispatch
If, for any reason, you wish to cancel your contract before your Order has been dispatched then please contact us as soon as possible. Cancellation before your item has been dispatched will receive a full refund.
Cancellation after dispatch
It may not always be possible to cancel your order before dispatch. If you decide to cancel your contract please contact us. You will be required to return any received items before refunds are made.
Refunds will be made where orders have been cancelled or returned to us. Refunds will be returned to the card or account from which the payment was made an can take up to 3 working days to reach your account.
International refunds will be made using the exact amount of money paid. We are not responsible for changes in the rate of exchange.
Promotional discounts and refund
If a promotional discount applied to your Order originally, then the same discount will be applied to each Product of your Order that you return. This means that you will only be refunded the amount that you originally paid for your Order or any given Product. Further, any free promotional gift given with an Order must also be returned if you are returning the Product(s) to which the gift related.
We cannot guarantee the return of loyalty used in part payment of an refunded orders.
Limitations of liability
our liability of any product is up to the value of the purchase price of the product and the cost of replacement.
we will not be liable for any losses arising out of an event that is out of our control
We do not recommend that any of our products are suitable for children due to small parts. Products should not be used for anything other than there intended purposes.
If you wish to complain about any of our products, members of staff or our company, please contact us.