Terms of service
Welcome to Milk and Matters. These Terms and Conditions apply to your use of the Milk and Matters website and to purchases made through our online store.
Please read these Terms and Conditions carefully before using our website or placing an order. By using our website or placing an order, you agree to be bound by these Terms and Conditions.
These Terms and Conditions do not affect your statutory rights as a consumer under UK law.
1. About Milk and Matters
Milk and Matters is an online retail business operated as a sole trader business in the United Kingdom.
For questions about your order, products or these Terms and Conditions, contact hello@milkandmatters.com.
Any legally required business ownership and service-address information will be provided separately where required by UK law.
2. Using Our Website
You agree to use our website only for lawful purposes. You must not:
· use the website in a way that breaches applicable laws or regulations;
· attempt to gain unauthorised access to our website, accounts, systems or data;
· introduce malicious software or other harmful material;
· interfere with the operation or security of our website; or
· use the website to commit fraud or other unlawful activity.
We reserve the right to restrict or suspend access where we reasonably believe these Terms and Conditions have been breached or where necessary to protect our website, business or customers.
3. Product Information
We take reasonable care to ensure product descriptions, photographs, measurements, colours and other information are accurate. Colours may appear differently depending on device or screen settings.
Some products may have slight variations due to their materials, manufacturing process or handmade nature where applicable. Such variations will not affect the product’s conformity with its description or intended use.
We reserve the right to correct errors, inaccuracies or omissions on our website, including after an order has been submitted, where permitted by law.
4. Product Availability
All products are subject to availability. If a product becomes unavailable after you place an order, we will contact you as soon as reasonably possible and, where we cannot fulfil the order, provide a refund for the affected product and any applicable delivery charges.
We may limit the quantity of products that can be purchased by a customer where reasonably necessary, including where we suspect fraudulent or unusual purchasing activity.
5. Prices
All prices are displayed in pounds sterling (£). Prices include VAT where VAT is legally applicable.
We may change prices at any time, but a price change will not affect an order we have already accepted except where there has been an obvious pricing error.
If we discover an obvious pricing error before accepting an order, we may contact you to ask whether you wish to proceed at the correct price. If we cannot contact you or you do not wish to proceed, we will cancel the affected order and refund any payment made.
6. Placing an Order
When you place an order, you are making an offer to purchase the selected products. We will normally send an order acknowledgement by email. This confirms receipt of your order but does not necessarily mean the order has been accepted.
A contract for the sale of products is formed when we accept your order and confirm this to you, normally by sending an order confirmation.
We may decline an order where, for example, a product is unavailable, there is an obvious pricing or product-description error, payment authorisation cannot be obtained, we reasonably suspect fraudulent or unlawful activity, or we cannot fulfil the order for reasons outside our reasonable control.
If we do not accept an order after you have paid, we will refund the amount paid.
7. Payment
Payment methods available at checkout may include Visa, Mastercard, American Express, Diners Club, Discover, Maestro, UnionPay, Shopify Payments, PayPal, Apple Pay, Google Pay and Klarna. Not every payment method will be available for every order.
Payment methods and applicable payment terms will be displayed at checkout before purchase. Payments may be processed by Shopify Payments, PayPal, Klarna or other payment providers. Providers may process personal and payment information under their own terms and privacy policies.
We do not normally have access to your full payment card details. Payment must be successfully authorised before an order can be processed.
Klarna
If you choose Klarna, your payment may be subject to Klarna’s own terms and eligibility requirements. Klarna may carry out its own checks. Your purchase contract for the goods remains with Milk and Matters, while any payment arrangement with Klarna is also subject to Klarna’s terms.
8. UK Delivery
We currently ship to UK addresses only. We do not currently offer international shipping.
We aim to process and dispatch orders within 1–3 working days of receiving your order, subject to availability and circumstances outside our reasonable control. This can increase to 5 days during peak periods.
Estimated delivery is 5–10 working days after dispatch. The estimated overall timeframe is generally around 7–15 working days from placing the order, although delivery may occasionally take longer. Delivery estimates are not guaranteed unless we have expressly agreed a specific delivery date.
Delivery charges and available delivery methods are shown at checkout.
We will deliver within the legally required timeframe unless you have agreed a different delivery period with us. UK distance-selling rules generally require goods to be delivered within 30 days unless another timeframe has been agreed.
For practical delivery information, including tracking and delivery problems, see our Shipping Policy.
9. Delivery Problems
If an order arrives damaged, incomplete or appears to have been lost in transit, contact hello@milkandmatters.com as soon as reasonably possible. We may ask for photographs or other information to help investigate the issue.
Your statutory rights are not affected. For operational delivery procedures, see our Shipping Policy.
10. Your Right to Cancel
If you are a UK consumer purchasing online, you generally have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Unless an exception applies, you normally have 14 days from the day after receiving the goods to tell us that you wish to cancel. After telling us, you normally have a further 14 days to return the goods. You do not have to provide a reason.
To cancel, contact hello@milkandmatters.com and include your order number where possible. You may use the model cancellation wording at the end of these Terms, but you do not have to.
11. Returning Cancelled Goods
Unless we have agreed otherwise, you are responsible for the direct cost of returning goods when exercising a statutory cancellation right.
Goods should be returned appropriately packaged. You are responsible for taking reasonable care of the goods while they are in your possession.
You may handle and inspect goods to the extent reasonably necessary to establish their nature, characteristics and functionality, as you would in a shop. If goods are handled beyond what is reasonably necessary and their value is reduced as a result, we may be entitled to make a deduction from the refund where permitted by law.
12. Refunds Following Cancellation
Where you validly cancel under the statutory cancellation provisions, we will refund payments made for the cancelled goods, including the standard delivery charge originally paid.
If you selected a more expensive delivery service than the least expensive standard option offered, we are not required to refund the additional amount.
We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless we agree otherwise.
13. Products Excluded From the Cancellation Right
Milk and Matters does not currently sell personalised or made-to-order products.
Certain products may nevertheless be excluded from the statutory cancellation right where a legal exception applies, including sealed goods unsuitable for return for health protection or hygiene reasons if unsealed after delivery, and other goods where a statutory exception applies.
Where a product is excluded from the statutory cancellation right, this will be made clear before purchase where required by law. Statutory rights relating to faulty, damaged or misdescribed goods remain unaffected.
14. Faulty, Damaged or Misdescribed Goods
Under the Consumer Rights Act 2015, goods supplied to consumers must generally be of satisfactory quality, fit for their intended purpose and as described.
If you believe an item is faulty, damaged, defective or not as described, contact hello@milkandmatters.com and provide your order number and, where appropriate, photographs or other information that may help us understand the problem.
Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, price reduction or refund. UK consumer law provides specific remedies for faulty goods, including a short-term right to reject qualifying goods in certain circumstances.
Nothing in these Terms and Conditions limits or excludes your statutory rights.
15. Returns and Exchanges
Where a return is required, we will provide appropriate return instructions. For operational return requirements, see our Refund & Returns Policy.
We do not generally offer direct exchanges. If you want a different product, size, colour or variation, the quickest option is usually to return the original item where eligible and place a new order. This does not affect statutory rights.
16. Promotions, Discount Codes and Offers
We may offer discount codes, promotions or special offers. Additional terms may include expiry dates, minimum order requirements, product exclusions, restrictions on combining offers or limits on code use.
Where additional terms apply, they will be displayed with the relevant offer. We may withdraw or amend promotional offers where permitted by law and will not use promotional terms that unlawfully restrict statutory consumer rights.
17. Gift Cards
Milk and Matters may offer gift cards in the future. If gift cards become available, their validity period, redemption rules and restrictions will be clearly displayed before purchase and will comply with applicable UK consumer law.
18. Customer Accounts
You may be able to create a customer account. You are responsible for keeping login information confidential and taking reasonable steps to prevent unauthorised access.
Notify us if you believe your account has been accessed without permission. We may suspend or close an account where we reasonably believe it has been used fraudulently, unlawfully or in breach of these Terms.
You may request account closure by contacting hello@milkandmatters.com. Closing an account does not necessarily mean all information relating to previous orders can be immediately deleted because some information may need to be retained for legal, tax, accounting or other obligations. See our Privacy Policy for further information.
19. Reviews and Customer Content
If we allow customers to submit reviews, comments, photographs or other content, submissions must be truthful and based on genuine experience and must not contain unlawful, defamatory, abusive or offensive material, infringe another person’s intellectual property or privacy rights, contain malicious software, or be submitted for fraudulent or misleading purposes.
You retain ownership of content you submit. By submitting content for publication, you grant Milk and Matters a non-exclusive, royalty-free licence to use, reproduce, display and publish it in connection with our business and marketing, subject to applicable law.
We may remove content where we reasonably believe it breaches these Terms or applicable law.
20. Intellectual Property
All content on the Milk and Matters website, including text, photographs, graphics, logos, designs, product descriptions, branding and other materials, is owned by or licensed to Milk and Matters unless stated otherwise.
You may access and use the website for personal, non-commercial purposes. You must not reproduce, copy, distribute, modify, sell or commercially exploit website content without prior written permission, except where permitted by law.
21. Website Availability and Accuracy
We aim to keep the website available and information accurate, but cannot guarantee that it will always be available, uninterrupted or free from errors.
We may temporarily suspend, modify or withdraw parts of the website for maintenance, updates, security reasons or other operational purposes.
22. Limitation of Liability
We are responsible for losses you suffer as a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill, subject to applicable law.
We do not exclude or limit liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights, and any other liability that cannot legally be excluded or limited.
If you purchase as a consumer, these Terms do not affect rights or remedies available under UK consumer protection law.
23. Events Outside Our Control
We will not be responsible for delays or failures caused by circumstances outside our reasonable control, including natural disasters, severe weather, fire, flood, epidemic or pandemic, war or civil unrest, industrial disputes, interruptions to transport or delivery networks, failures of telecommunications or internet services, significant supplier disruption, or changes in law or government restrictions.
Where such an event affects an order, we will take reasonable steps to minimise the impact and keep you informed where appropriate. Statutory rights remain unaffected.
24. Privacy
Our Privacy Policy explains how we collect and use personal information.
25. Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, products, Services or legal requirements.
The version applicable to your order will normally be the version in force when you place that order, unless a change is required by law. The latest version will be published on our website.
26. Governing Law
These Terms are governed by the law of England and Wales.
If you are a consumer living elsewhere in the UK, you may also have the benefit of mandatory consumer protections that apply in your part of the UK. Nothing in these Terms prevents you from relying on mandatory consumer rights that cannot legally be excluded.
27. Contact
Milk and Matters
Email: hello@milkandmatters.com
Model Cancellation Form
You may use the following wording if you wish to exercise your statutory right to cancel an eligible online purchase.
To: Milk and Matters
Email: hello@milkandmatters.com
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number: ____________________
Product(s): ____________________
Ordered on: ____________________
Received on: ____________________
Name: ____________________
Address: ____________________
Date: ____________________
Signature (only if this form is sent on paper): ____________________