Terms & conditions

Moss & Olive Studio Ltd is a small 3D design studio based in Stoke-on-Trent, England. You can reach us at hello@mossolivestudio.com. In these terms “Site” means mossolivestudio.com and “Products” means the items we sell on it.

When you place an order we send an acknowledgement email. This is not acceptance. A contract is formed when we send you a dispatch confirmation. We may decline an order if a Product is unavailable, we can't verify payment, there is an obvious pricing error, or a personalisation request breaches section 5.

You must be at least 18 to place an order and you are responsible for the accuracy of the details you give us, including personalised wording, colours and delivery address.

Our Products are 3D printed to order. Fine layer lines, small seam marks, subtle surface textures and slight colour variation between batches are natural characteristics of the process and not defects. Colours may also look different on screens.

Made-to-order Products are dispatched within the processing time shown on the product page (normally 3–5 working days; 5–7 for bulk or complex personalised orders). Processing time is separate from delivery time.

Prices are in pounds sterling and include VAT where applicable. Delivery charges are shown at checkout before you pay. Payment is taken in full when you place your order and is processed by our payment provider; we never see or store your full card details.

If we discover a pricing error before dispatch we will contact you and give you the choice of continuing at the correct price or cancelling for a full refund.

You are responsible for checking spelling, capitalisation and colour choices before you order. We print exactly what you type. We may refuse wording that is offensive, defamatory, infringes someone else's rights, or that we reasonably consider unsuitable, and we will refund you in full if we do.

By uploading a logo or artwork you confirm you have the right to use it and you grant us a licence to reproduce it solely to make your order. Personalised Products cannot be changed once production has started.

We currently deliver within the United Kingdom only. Delivery options, costs and estimated timescales are set out on our Shipping & returns page. Estimated dates are given in good faith and are not guaranteed. Risk in the Products passes to you on delivery; ownership passes when we receive payment in full.

If a parcel is returned to us because of an incorrect or incomplete address you gave us, we may ask you to pay for re-delivery.

Standard (non-personalised) Products: under the Consumer Contracts Regulations 2013 you may cancel within 14 days of receiving your order without giving a reason. Tell us in writing (email is fine) and return the Products within 14 days of telling us, unused and in their original packaging. We refund the price and standard delivery cost within 14 days of receiving the Products back. You pay the return postage unless the Product is faulty.

Personalised or made-to-your-specification Products (including wording, names, logos, bespoke colours or measurements) are exempt from the right to cancel once production has started. We are happy to cancel within 12 hours of ordering where printing hasn't begun — contact us as soon as you can.

Under the Consumer Rights Act 2015 our Products must be of satisfactory quality, fit for purpose and as described. If something arrives damaged, faulty or not as described, contact us within 30 days with your order number and photographs of the item and packaging. We will repair, replace or refund as appropriate and cover the return costs. This applies to personalised Products too.

Fair wear and tear, damage caused by heat, dishwashers or misuse, and the natural characteristics described in section 3 are not defects.

All designs, product names, photographs, text and code on the Site belong to Moss & Olive or our licensors. You may not copy, reproduce or 3D print our designs, or use our photographs, without our written permission. Buying a Product does not transfer any design rights.

By submitting a review, photo or message you give us a non-exclusive, royalty-free licence to display it on the Site and in our marketing, and you confirm it is honest, your own and doesn't infringe anyone's rights. We may moderate, edit for length or remove content at our discretion. We never pay for reviews or post fake ones.

You are responsible for keeping your password confidential and for all activity under your account. Tell us immediately if you suspect unauthorised use. We may suspend or close accounts that breach these terms.

Nothing in these terms limits our liability for death or personal injury caused by negligence, fraud, or anything else that cannot be limited by law. Otherwise, we are not liable for losses that were not foreseeable when the contract was made, business losses, or losses caused by events outside our reasonable control. Our total liability for any order is limited to the price you paid for it.

Products are designed for domestic and light everyday use only.

We are not responsible for delays or failures caused by events outside our reasonable control, such as postal strikes, severe weather, supplier failure or power outages. If a delay is likely to be substantial you may cancel unaffected orders for a full refund.

These terms are governed by the laws of England and Wales. You can bring proceedings in the courts of England and Wales, or in your local courts if you live in Scotland or Northern Ireland. If you have a complaint we haven't resolved, you can also use the EU/UK online dispute resolution options available to consumers.

We may update these terms from time to time. The version on the Site when you place your order applies to that order. We'll show the “last updated” date at the top of this page.

Questions about these terms? Email hello@mossolivestudio.com or use the contact form. We reply within one working day.