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Shop Policies for Hedge & Hollow

Last updated: 19th November 2025

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Hello! I'm Abby, and I make folklore-inspired metalwork from my studio in Gloucestershire. Every piece is designed and cut by me, celebrating the magic hiding in British hedgerows and traditional plant lore. These policies cover the practical bits - but if you have any questions, just drop me a message. I'm always happy to help.
 

Returns & Refunds
 

Your Rights

Under UK law, you have 14 days from receiving your item to change your mind and return it for a full refund - no questions asked. This is your legal right when buying online (Distance Selling Regulations).
 

You also have 30 days to return anything that's faulty, damaged, or not as described (Consumer Rights Act 2015).
 

How to Return Something

1. Message me through Etsy within the timeframe above

2. Post the item back to me (I'll give you the address) - please pack it carefully

3. You'll need to cover return postage, unless the item is faulty or I've made a mistake

4. Once I receive it in good condition, I'll refund you within 14 days
 

Items I Can't Accept Back

For hygiene reasons, I can't accept returns on earrings once the seal is broken - but if they're faulty, damaged, or not what you ordered, your consumer rights still apply and I'll sort it out.
 

Damaged or Faulty Items

If something arrives damaged or isn't quite right, please message me straight away with photos. I'll either send a replacement or give you a full refund - your choice. You won't need to return damaged items unless I ask you to.
 

Delivery & Timeframes
 

UK Delivery

Most orders are posted within 3-5 working days of purchase. I use Royal Mail 2nd Class as standard, which typically takes 2-3 days once posted.
 

You'll get a notification when I've posted your order.
 

Tracked & Upgraded Postage

If you'd like tracked delivery or faster postage, just message me before ordering and I can arrange it for an additional cost.
 

Delays

Occasionally Royal Mail has delays (we've all been there). If your order hasn't arrived within 10 working days of dispatch, message me and I'll investigate.
 

International Orders

Unfortunately I'm unable to post outside the UK for now but that may change in the future.

Product Information & Care
 

What You're Getting

All items are handmade by me from brass or Corten steel. Each piece is individually laser-cut, so there may be very slight variations - that's the nature of handmade work and part of the charm.
 

Product photos are as accurate as possible, but colours may vary slightly depending on your screen.
 

Care Instructions
 

• Brass: Will develop a natural patina over time, which is part of its character. To keep it bright, you can use brass cleaner or lemon juice and a soft cloth.

• Corten steel (rusty garden pieces): Designed to rust! This protective rust layer develops naturally outdoors and is part of the design.
   

Keep all pieces dry when not in use to preserve them longer.
 

Safety

My pieces contain small parts and are not suitable for children under 3 years old. Garden stakes should be placed securely to avoid tipping.
 

Custom & Personalised Orders

If you've requested something custom or personalised, the same return rights apply but the 14-day cooling-off period doesn't cover items made to your specific requirements unless they're faulty.
 

If I've made a mistake with a custom order, I'll put it right at no extra cost.
 

Payment & Security

All payments are processed securely through Etsy's payment system. I never see your full card details.
 

Etsy accepts most major credit and debit cards, PayPal, and other payment methods depending on your location.
 

Privacy & Your Information

I only use your information to fulfil your order and occasionally to let you know about new designs (if you've opted in). I'll never share your details with anyone else.
 

Your information is stored securely through Etsy's systems. You can read Etsy's full privacy policy on their website.
 

Problems & Questions

If something's not right, please just message me. I'm a small business and I really care that you're happy with your piece. Most problems have simple solutions!
 

You can reach me through Etsy messages or email me at abby.conway@me.com
 

Your Legal Rights

Nothing in these policies affects your legal rights under UK consumer law. If you're unhappy with how I've handled a problem, you can also contact Etsy's support team or your local Trading Standards office.
 

About My Insurance

I have Public Liability, Product Liability, and Professional Indemnity insurance through the Artists Information Company (a-n), so you're covered if anything goes wrong.
 

Changes to These Policies

I may update these policies occasionally. The version that applies to your order is the one that was active when you made your purchase.
 

Abby Conway

Hedge & Hollow
Gloucestershire, UK

 

Thank you for supporting an independent maker. Every purchase helps keep the magic alive. ✨