Terms of service
Last updated: 16th October 2026
These Terms & Conditions explain the terms on which Wilby Lane Ltd supplies products through this website. Please read them before placing an order. They should be read alongside our Privacy Policy and Returns & Refunds Policy.
Nothing in these terms affects your statutory rights as a consumer.
1. About us
This website is operated by Wilby Lane Ltd ("Wilby Lane", "we", "us" or "our").
Company: Wilby Lane Ltd
Company number: 16568633
Registered in: England and Wales
Registered office: Basford House, 29 Augusta Street, Llandudno, Wales, LL30 2AE
Email: hello@wilbylane.co.uk
2. Who may order
You must be at least 18 years old and legally capable of entering into a contract to place an order. If you place an order for another person, you confirm that you have authority to provide their delivery details and that the information supplied is accurate.
Our website currently accepts orders for delivery within the United Kingdom only.
3. Products and website information
We take reasonable care to describe and display our products accurately. Product photographs, colours and scale may appear differently depending on lighting, photography and your screen settings. Minor variations that do not affect the product's essential characteristics may occur.
Measurements and sizing information are approximate unless stated otherwise. Please review product descriptions, size information, materials, care instructions, warnings and age or use recommendations before ordering and using a product.
Packaging may occasionally vary from that shown where this does not materially reduce the quality or value of the product. If a material product detail changes after you order, we will contact you before proceeding where appropriate.
Website content is provided for general product information. It is not medical, health or childcare advice. Products must be used in accordance with their labels, care instructions, safety information and intended purpose, with appropriate adult supervision where applicable.
4. Prices and charges
Prices are shown in pounds sterling. Any applicable taxes are included where required. Delivery charges, if any, are shown before you complete checkout.
We may change prices at any time, but a change will not affect an order that we have already accepted.
We try to ensure that prices and product information are correct. If we discover an obvious pricing or description error before accepting your order, we will contact you. You may confirm the order at the correct price or cancel it for a full refund. We will not be required to supply a product at an obviously incorrect price where the error should reasonably have been recognised.
5. Placing an order and formation of the contract
When you submit an order, you are offering to buy the products in your basket under these terms. The automated order acknowledgement confirms that we have received your order; it does not necessarily mean that we have accepted it.
A binding contract is formed when we send a dispatch confirmation, unless we expressly tell you that we have accepted the order earlier. Each dispatch confirmation forms a separate contract for the products listed in it.
Please check your order carefully before submitting it. You are responsible for ensuring that product selections, sizes, quantities, delivery details and personalisation instructions are correct.
6. When we may decline or cancel an order
We may decline or cancel an order before dispatch for a legitimate reason, including where:
- a product is unavailable;
- payment cannot be authorised;
- we reasonably suspect fraud, misuse or an unauthorised transaction;
- delivery details are incomplete or outside our delivery area;
- there is an obvious price or product-information error;
- personalisation content is unlawful, abusive, discriminatory, infringing or otherwise inappropriate; or
- we cannot fulfil the order because of an event outside our reasonable control.
If we cancel after taking payment, we will refund the amount paid for the cancelled product and any applicable delivery charge. This does not affect any other rights you may have.
7. Availability
Products are subject to availability. Adding an item to your basket does not reserve it. If an item becomes unavailable after you order, we will contact you and refund the affected amount.
We will not substitute a materially different product without your agreement.
8. Personalised and custom-made products
Some products may be embroidered, printed or otherwise made to your specifications. You are responsible for checking all personalisation details before placing the order, including spelling, capitalisation, dates, colours and other selected options.
We will reproduce the information supplied as accurately as reasonably possible. Small differences in positioning, thread, print, scale or finish may arise from the production process and are not faults where they do not materially depart from the agreed specification.
Once work on a personalised product has begun, we may be unable to change or cancel it. Personalised or custom-made products do not normally benefit from the statutory change-of-mind cancellation right. This does not affect your rights if the product is faulty, damaged, not as described or personalised incorrectly because of our error. Please see our Refund Policy.
You must not submit personalisation content that infringes another person's rights or is unlawful, threatening, abusive, discriminatory or obscene. We may refuse such content and refund the affected item.
9. Payment
Available payment methods are shown at checkout and may include Shopify Payments, Shop Pay and PayPal. Payment services may be provided by third parties under their own terms and privacy notices.
You confirm that you are authorised to use the selected payment method. Payment may be taken when the order is placed or processed, subject to the payment method used. If payment is declined or reversed, we may suspend or cancel the order.
10. Delivery
Delivery options, charges and estimated times are shown at checkout or in the relevant delivery information. Estimates are not guarantees unless we expressly agree a fixed delivery date.
We will deliver to the address supplied with the order. You are responsible for providing a complete and accurate delivery address and for notifying us promptly if you identify an error. We are not responsible for delay or loss caused by an incorrect address supplied by you, although we will try to assist where reasonably possible.
Unless a different period is agreed, we will deliver without undue delay and within 30 days after the contract is formed. If delivery is materially delayed, your legal rights may include setting a further reasonable deadline or cancelling in qualifying circumstances.
Responsibility for the goods passes to you when they are delivered to you, or to a person you identified to receive them. If you independently arrange a carrier not offered by us, responsibility may pass when we hand the goods to that carrier, as permitted by law.
If a parcel appears lost, damaged or incorrectly delivered, contact hello@wilbylane.co.uk promptly with your order details so that we can investigate.
11. Cancellation, returns and refunds
Your cancellation, return, refund and faulty-goods rights are explained in our Returns & Refunds Policy. For most non-personalised online purchases, you have 14 days after delivery to tell us that you wish to cancel and a further 14 days to return the goods.
For change-of-mind returns, you are responsible for direct return postage costs. We cover reasonable return costs where goods are faulty, damaged, incorrect or misdescribed. We do not currently offer direct exchanges; eligible items may be returned for a refund and a new order placed.
Nothing in these terms or our Refunds Policy restricts your rights under the Consumer Rights Act 2015 or other applicable consumer law.
12. Promotions and discount codes
Promotions and discount codes are subject to any specific terms stated with the offer. Unless stated otherwise:
- codes must be entered before checkout is completed;
- may only be combined with other offers where expressly permitted and supported at checkout.;
- codes have no cash value and cannot be applied retrospectively;
- offers are subject to availability and any stated expiry date; and
- we may withdraw or correct an offer affected by error, fraud or misuse, without affecting orders already validly accepted.
Any refund for a discounted item will reflect the amount actually paid for that item.
13. Customer accounts
If customer accounts are available, you are responsible for keeping login details secure and for information provided through your account. Tell us promptly if you believe your account has been used without permission.
We may suspend access where reasonably necessary to protect customers, the website or our business, investigate misuse or comply with law. This will not remove statutory rights relating to existing orders.
14. Reviews and other customer content
If you submit a review, photograph, message or other content for publication, you confirm that:
- the content is based on your genuine experience where relevant;
- you own it or have permission to submit it;
- it does not infringe another person's rights;
- it does not contain unlawful, abusive, discriminatory, misleading or malicious material; and
- it does not include personal information about another person without permission.
You retain ownership of your content. You give us a non-exclusive, royalty-free licence to host, reproduce and display it for operating and promoting Wilby Lane, subject to applicable law and our Privacy Policy.
We may moderate or remove content for a legitimate reason, but we will not suppress genuine reviews merely because they are critical.
15. Intellectual property
The website and its content, including Wilby Lane branding, text, graphics, product names, designs, photographs and layout, are owned by or licensed to Wilby Lane Ltd and are protected by intellectual-property law.
You may view and use the website for personal, non-commercial shopping purposes. You must not copy, reproduce, modify, distribute, commercially exploit or use our content or branding without prior written permission, except where permitted by law.
16. Acceptable use
You must not:
- use the website unlawfully or fraudulently;
- attempt to gain unauthorised access to the website, accounts, data or systems;
- introduce viruses, malicious code or other harmful material;
- interfere with the operation or security of the website;
- use automated tools to scrape, extract or overload the website without permission; or
- misuse our contact, review or personalisation features.
17. Third-party services and links
Our website may use or link to third-party services, including payment providers, Shop Pay, PayPal, delivery tracking, social-media platforms and other Shopify apps. We do not control third-party websites or their independent terms and privacy practices.
This does not reduce our responsibility to you for services we are legally responsible for providing.
18. Our responsibility for loss
We are responsible for loss or damage that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. Loss is foreseeable if it was an obvious consequence or if both you and we knew it might happen when the contract was formed.
We do not exclude or limit liability where doing so would be unlawful, including liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation;
- breach of rights that cannot lawfully be excluded, including applicable rights under the Consumer Rights Act 2015; or
- defective products where liability cannot lawfully be limited.
We supply products for private consumer use. If you use products for a commercial, business or resale purpose, we are not responsible for business losses such as loss of profit, revenue, opportunity or business interruption, except where the law does not permit this exclusion.
19. Events outside our reasonable control
We are not responsible for delay or failure caused by an event outside our reasonable control. We will take reasonable steps to minimise the effect and will contact you where a material delay affects your order.
If there is a substantial delay, you may have the right to cancel and receive a refund for products not supplied, depending on the circumstances and applicable law.
20. Privacy
Our Privacy Policy explains how we collect, use, share and protect personal information. Our cookie controls explain how you can manage non-essential cookies and similar technologies.
21. Changes to these terms
We may update these terms to reflect changes in law, our products, services or business practices. The terms applicable to your order are those available when you place it, unless a change is required by law or you agree otherwise.
22. If part of these terms is invalid
If a court or relevant authority decides that part of these terms is unlawful or unenforceable, the remaining terms will continue to apply.
23. Delay in enforcing these terms
If we do not enforce a right immediately, this does not mean that we have waived it. If you do not comply and we do not act straight away, we may still act later.
24. Governing law and courts
These terms and contracts between you and us are governed by the law of England and Wales.
If you live in England or Wales, the courts of England and Wales will have jurisdiction. If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts, and any mandatory consumer protections in the part of the UK where you live continue to apply.
25. Contact us
For questions about these terms or an order, contact:
Wilby Lane Ltd
Email: hello@wilbylane.co.uk
Registered office: Basford House, 29 Augusta Street, Llandudno, Wales, LL30 2AE
Company number: 16568633