Terms of service
Last updated: 9 October 2026
Welcome to Brande Lane. These Terms & Conditions apply when you visit our website or place an order with us.
By using our website or placing an order, you agree to these Terms & Conditions. Please read them carefully before placing your order.
1. About Us
Brande Lane Ltd
Company number: 17365040
Registered office: 12 Wellesley Avenue, Haslington, CW1 5PA
Registered in: England and Wales
Email: sales@brandelane.co.uk
Brande Lane Ltd is referred to as “Brande Lane”, “we”, “us” or “our” throughout these Terms & Conditions.
2. Our Products
We make a wide range of personalised and bespoke products. Because many of our products are made individually to your requirements, the finished product may vary slightly from the example images shown on our website.
Colours may also appear slightly different depending on your device, screen settings and the materials used.
Our product photographs are intended to provide an example of the product and design. Where you request different colours, fonts, wording, themes or other personalisation, the finished item may look different from the example shown.
We reserve the right to make reasonable changes to products, designs, materials or packaging where necessary.
3. Personalisation
When placing an order, you are responsible for providing accurate personalisation details.
Please carefully check all names, spelling, dates, wording, colours and other information before submitting your order.
We will create your item using the information and instructions you provide.
If you provide incorrect information, such as a spelling mistake or incorrect name, and we have made the item correctly according to the information supplied, we cannot be held responsible for the error.
If we notice that something is unclear or we need further information before creating your item, we will contact you.
4. Bespoke Designs & Inspiration Images
We are happy to work from customer ideas and inspiration images.
Inspiration images are used as a guide and may need to be adapted to suit the product, materials, printing or personalisation methods we use.
You must only provide images, artwork, logos or other content that you have permission to use.
Where a design is created specifically for you, the final design may differ from an inspiration image.
5. Design Proofs
Due to the bespoke nature of our products, we do not routinely provide proofs before production.
Orders will generally be created using either the example design shown on the product listing or the detailed instructions provided by you when placing your order.
If we believe clarification is necessary before production, we will contact you.
If you would particularly like to see a proof before production, please contact us before placing your order. We will do our best to accommodate requests where possible, but a proof cannot always be provided.
6. Placing an Order
When you place an order through our website, you are making a request to purchase the selected products.
Once your order has been successfully placed and payment has been authorised, you will receive an order confirmation.
We reserve the right to contact you if there is a problem with your order, including an issue with personalisation, product availability, pricing or other information.
If we are unable to fulfil your order, we will contact you and arrange an appropriate resolution, including a refund where applicable.
7. Prices & Payment
All prices displayed on our website are in GBP (£) unless otherwise stated.
The price applicable to your order will be the price displayed at the time you place your order.
Delivery charges, where applicable, will be shown at checkout before you complete your purchase.
We accept the payment methods displayed at checkout. Payments are processed securely through our payment providers.
8. Changes & Cancellations
If you need to change or cancel your order, please contact us as soon as possible at sales@brandelane.co.uk.
Because personalised products are made to order, we may begin production shortly after an order is placed.
If production has not started, we will do our best to accommodate a change or cancellation.
Once production has started, we may be unable to make changes or cancel the order.
9. Returns & Refunds
Our personalised products are made specifically to your requirements.
We do not accept returns simply because you have changed your mind or no longer want a personalised item.
This does not affect your statutory rights.
If an item arrives damaged, faulty, is not as described or there is an error on our part, please contact us at sales@brandelane.co.uk as soon as possible.
Full details of our returns and refund arrangements can be found in our Returns & Refunds Policy.
10. Delivery
We currently ship within the UK.
Delivery options and charges are displayed at checkout.
We offer free local delivery within our designated local delivery area. If your address qualifies, the free local delivery option will be shown at checkout.
We also offer free standard UK delivery on orders over £75.
Dispatch times can vary depending on the product, order size and current workload. Estimated dispatch information will be provided on the relevant product listing where possible.
Dispatch time is separate from delivery time. Once an order has been dispatched, delivery will be handled by the relevant delivery provider.
While we will always do our best to meet the estimated timeframe, delivery dates may be affected by circumstances outside our reasonable control.
11. Faulty, Damaged or Incorrect Items
Please check your order as soon as it arrives.
If your order arrives damaged, faulty, incorrect or not as described, please contact us at sales@brandelane.co.uk as soon as possible.
Please provide photographs of the item and its packaging where appropriate so that we can assess the issue.
We will work with you to provide an appropriate remedy in accordance with your statutory rights.
12. Intellectual Property
All original designs, artwork, photographs, graphics, text, branding, logos and other content created by or for Brande Lane remain our intellectual property unless otherwise stated.
You may not copy, reproduce, modify, distribute or commercially use our designs, photographs, branding or other content without our written permission.
Where you provide your own photographs, artwork, logos or other content for use in an order, you confirm that you have the necessary rights or permission to use that content.
13. Customer Images & Content
If you provide photographs, artwork, logos or other content for us to use in creating your personalised product, you remain responsible for ensuring that you have permission to use the content.
We will use customer-provided content for the purpose of fulfilling your order and will handle personal information in accordance with our Privacy Policy.
We will not use photographs or other personal images supplied for personalisation for our own marketing purposes without your permission.
14. Website Content
We make reasonable efforts to ensure that the information on our website is accurate and up to date.
However, occasional errors or inaccuracies may occur, including in product descriptions, prices, availability or other information.
If we identify an error that affects an order, we will contact you as soon as reasonably possible and, where appropriate, provide you with the option to cancel the affected order and receive a refund.
15. Website Use
You agree to use our website lawfully and not to:
- Use the website for fraudulent or unlawful purposes.
- Attempt to gain unauthorised access to our website or systems.
- Introduce viruses, malware or other harmful material.
- Copy or reproduce our website content or designs without permission.
- Interfere with the normal operation or security of our website.
- Use our website in a way that could damage Brande Lane or prevent others from using it.
16. Third-Party Services & Links
Our website may use third-party services, including Shopify, payment providers, delivery providers and other technology providers.
Our website may also contain links to third-party websites.
We are not responsible for the content, availability or privacy practices of third-party websites or services. Where you use a third-party service, you should review that provider's own terms and privacy policy.
17. Our Liability
Nothing in these Terms & Conditions limits or excludes any liability that cannot legally be limited or excluded, including your statutory rights as a consumer.
We are not responsible for losses or delays caused by circumstances outside our reasonable control.
Nothing in these Terms & Conditions affects your legal rights in relation to faulty, damaged or incorrectly described goods.
18. Events Outside Our Control
We will not be responsible for delays or failure to fulfil an order where this is caused by circumstances beyond our reasonable control.
This may include events such as severe weather, natural disasters, significant transport disruption, strikes, supply shortages, technical failures or other circumstances that we could not reasonably have prevented.
We will do our best to keep you informed if an event outside our reasonable control affects your order.
19. Privacy
Your personal information is handled in accordance with our Privacy Policy.
Our Privacy Policy explains what information we collect, how we use it, how we protect it and your rights in relation to your personal information.
20. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our business, products, services or legal requirements.
The latest version will always be available on our website.
Any changes will apply from the date they are published, unless otherwise stated.
21. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Nothing in these Terms & Conditions affects any mandatory consumer rights that you may have under applicable UK law.
22. Contact Us
If you have any questions about these Terms & Conditions, please contact us:
Brande Lane Ltd
Company number: 17365040
Registered office: 12 Wellesley Avenue, Haslington, CW1 5PA
Email: sales@brandelane.co.uk