Terms of service
Terms of Service
1. Who we are
Lost Valley Creations is the trading name, a sole trader based in Herefordshire. You can reach us at info@lost-valley.co.uk or 07810 353544.
In these terms, "we" and "us" means Lost Valley Creations, and "you" means the person placing the order.
2. About these terms
These terms apply when you buy from www.lost-valley.co.uk. Please read them before ordering — by placing an order you're agreeing to them.
They sit alongside our Returns & Refunds Policy, Shipping Policy and Privacy Policy. Nothing in these terms affects your legal rights as a consumer.
3. Placing an order
When you place an order you'll get an email confirming we've received it. That email is an acknowledgement, not acceptance.
A contract between us is formed when we email to confirm your order has been dispatched, or — for made-to-order and personalised items — when we confirm we've begun making it.
We may decline an order before that point. That would usually be because an item is unexpectedly unavailable, because we can't make what's been asked for, or because of an error in the price or description.
4. Prices and errors
Prices are in pounds sterling and include VAT where applicable. Delivery is charged separately and shown before you pay.
We try hard to keep prices and descriptions accurate, but occasionally something is listed wrongly. If we spot an error before we've accepted your order, we'll contact you to ask whether you'd like to continue at the correct price or cancel. If you cancel, we'll refund you in full. We won't be obliged to supply an item at an obviously incorrect price.
5. Made-to-order items and timescales
Most of what we make is made to order rather than taken off a shelf. Please allow 5–10 working days for us to make and dispatch your order, plus delivery time on top.
Bespoke and commissioned pieces are quoted individually, and we'll agree a timescale with you before starting.
If something is going to take longer than expected, we'll let you know as soon as we can.
6. Personalised items
For anything personalised — names, dates, initials, your own wording — we'll send you a proof to check before we make it.
Please read your proof carefully. Check spelling, dates, names and layout. Once you approve a proof, that's exactly what we'll make, and we can't offer a refund or replacement for errors in the wording you approved.
If we make something that doesn't match the proof you approved, that's on us — we'll remake it or refund you in full.
We'll wait for your approval before starting, so a slow reply will delay your order.
Because personalised items are made specifically for you and can't be resold, they can't be returned simply because you've changed your mind. Your rights if an item is faulty, damaged or not as described are unaffected.
7. Artwork and images you send us
If you send us a photo, logo, drawing or any other artwork to engrave or print, you confirm that you own it or have permission to use it, and that we can use it to make your order.
We can't reproduce artwork that belongs to someone else — that includes brand logos, cartoon and film characters, sports club badges, and images taken from the internet. If you're unsure, just ask us before ordering.
If a claim is made against us because of artwork you supplied, you agree to cover the cost of it.
We may decline any artwork request, and we'll refund you in full if we do.
We keep customer artwork only for as long as we need it to fulfil your order and to remake it if something goes wrong. Photographs of finished work are covered in the next section.
8. Photographs of what we make
We love showing the work that comes off our machines, and photographs of finished pieces help other people see what's possible.
For personalised items, we'll always ask you first. We'll usually ask at the same time as we send your proof. A yes or a no is equally fine, and saying no makes no difference to your order.
If you'd like us to share a photograph but without your details showing, we're happy to crop or blur names and dates — just say.
For memorial, remembrance and sympathy pieces we won't share photographs at all unless you tell us specifically that we can.
If your order is a surprise, let us know and we'll hold off posting anything until after the occasion.
You can change your mind at any time, even after something has been posted. Email info@lost-valley.co.uk and we'll take it down.
Photographs of our standard, non-personalised products are our own work and we use them freely across our website, social media and market stalls.
9. Handmade items vary
Everything we make is produced by hand in small batches, and natural variation is part of it.
Slate and wood vary in colour, grain and texture, so no two pieces are identical. 3D printed items have fine layer lines, which are normal and not a defect. Printed and engraved colours can look slightly different on screen to how they appear in person, and colours can shift a little between batches.
We photograph our products as honestly as we can, but small differences between the photo and the piece you receive are to be expected rather than a fault. If something looks genuinely wrong, get in touch and we'll sort it out.
10. Delivery
We deliver within the United Kingdom. Delivery charges, timescales and our free delivery threshold are set out in our Shipping Policy.
Responsibility for the items passes to you when they're delivered to the address you gave us.
11. Returns
Your right to cancel, return and get a refund is set out in full in our Returns & Refunds Policy, which forms part of these terms.
12. Toys, small parts and age guidance
Many of our 3D printed items — flexi animals, keyrings, counters, game pieces and bookmarks — contain small parts.
They are not suitable for children under 3 years old, and younger children should be supervised while playing with them. Where a specific age guide applies to a product, it's shown on that product's page.
Our items are decorative and for play rather than safety equipment, and they shouldn't be used as teething toys, in water, near heat, or in a dishwasher or microwave unless the product page says otherwise.
13. Looking after your pieces
Slate and wooden coasters are finished with a food-safe wax. Wipe clean with a damp cloth — please don't soak them or put them in a dishwasher.
3D printed items are made from PLA, a plant-based plastic. Keep them out of direct sunlight and away from heat — a hot car on a summer day is enough to soften them.
Drinkware care instructions are on the individual product pages.
14. Our responsibility to you
If we fail to meet these terms, we're responsible for loss or damage you suffer that is a foreseeable result of that failure. We aren't responsible for loss or damage that isn't foreseeable.
We don't exclude or limit our liability in any way where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud, and for breaches of your legal rights in relation to the goods.
We supply our products for domestic and private use. If you use them for any commercial or business purpose, we won't be liable for loss of profit, loss of business or business interruption.
15. Things outside our control
If something beyond our reasonable control delays your order — severe weather, courier disruption, power or equipment failure — we'll contact you as soon as we can and the delivery date will be extended by the length of the delay. If the delay is likely to be substantial you can contact us to cancel and we'll refund anything you've paid for items not yet made or sent.
16. Changes to these terms
We may update these terms from time to time. The version that applies to your order is the one published when you placed it.
17. If something goes wrong
Please email info@lost-valley.co.uk and tell us what's happened. We're a small business and we'd much rather fix a problem directly than have you unhappy.
18. Governing law
These terms are governed by the law of England and Wales, and disputes can be brought in the courts of England and Wales.
Last updated: 05/10/2026