Terms & Conditions

If you place an order, it is on the understanding that you have read, understood, and accepted our Terms and Conditions contained herein. If you do not accept our Terms and Conditions, please do not use, interact, or purchase from Wild Heart Boutique. By purchasing from Wild Heart Boutique, we will take this as confirmation that you have accepted our current Terms and Conditions and you will be entering into a contract with Wild Heart Boutique subject to these Terms. Personalised orders may not be cancelled or returned.

This website, social media accounts and other platforms are administered by Eden Cavalli, trading as Wild Heart Boutique.

1. Introduction

1.1 We may revise these terms at any time, and you should regularly read our current Terms & Conditions. As a minimum you must read our current Terms and Conditions when placing a new order and before making payment. If you no longer agree to accept revised Terms and Conditions, please no longer use, interact, or purchase from Wild Heart Boutique

2. Ordering

2.1 You may order via our website or Etsy.

2.2 We can refuse to accept any order if the item you have ordered or parts required to complete your order, are no longer available, or for any reason, without disclosure of the reason.

2.3 It is the responsibility of you, the customer, to ensure that you provide us with the correct wording and spelling for personalised items. Once your item has been made, it cannot be rectified without additional costs being incurred. We hold no responsibility if you do not provide us with accurate information. 

2.4 Wild Heart Boutique will not be held responsible for any allergies caused by the materials used in their products, for example, some of our products may contain nickel. Each product description will include a list of the metal used. If in any doubt, please contact us to query. It is you, the customers, responsibility to ensure safe and appropriate wear. 

2.5 We reserve the right to refuse to personalise items with wording we deem to be obscene, discriminatory, threatening, or offensive.

2.6 If any of our listings are marked with a stock quantity, for example, it says that there are 5 in stock, this does not mean that we have 5 ready to be dispatched. All orders are made upon placing an order however quantities are kept low so that we can control how many orders are received to avoid receiving an overwhelming number of orders that can often happen, especially during busy periods of the year such as Christmas and Pride Month

3. Pricing and Payment

3.1 If you contact us to place an order via email or social media, we will set up a custom listing on our website, we will then send you a link to the listing so that you can complete the checkout and payment process via the website.

3.2 Our website uses Stripe and PayPal as the gateway to process payments securely. If you use PayPal, you do need a PayPal account, nor do you need to log-in to your PayPal account.

3.3 We accept payment by credit or debit card which is processed via Stripe or alternatively PayPal. Cleared payment in full must be received prior to your order being made and dispatched. Your order is not deemed as being made or accepted until cleared payment in full is received. 

3.4 Our prices do not include VAT as we are not registered for VAT. 

3.5 We reserve the right to revise and review our prices on a regular basis and without prior notice to yourself.

3.6 Prices may vary between different selling platforms.

3.7 Invoices that are overdue by 2 weeks will be cancelled. In this event, you will be required to begin the ordering process again should you still have a requirement.

4. Discounts

4.1 - 10% OFF code for previous customers. Discount code must be applied at the checkout. Cannot be used in conjunction with other offers and/or sale/end of line items. Wild Heart Boutique reserve the right to amend and/or withdraw this offer at any time.

4.2 - 20% OFF Neo Androgyny. Discount automatically applied to qualifying items. Items marked are included in the sale. Not valid on previous purchases. Cannot be used in conjunction with other offers. Wild Heart Boutique reserve the right to amend and/or withdraw this offer at any time.

5. Rewards Program

5.1 If you have redeemed a coupon which has not been used within the period specified, your coupon will expire and you will be unable to use it on future purchases.

5.2 If you return an item where you have gained and used points accrued, this may result in negative points balance which will be offset against any refund or store credit.

5.3 Minimum purchase may be required for coupons, depending on the offer running at the time. 

5.4 Reward points are not given on discounted orders, gift card purchases or shipping costs.

5.5 Points are not redeemable for cash.

5.6 Only one coupon can be used per order.

6. UK Postage

6.1 Your order will be posted to you, within the United Kingdom via your selected postage option. We currently use Royal Mail; both 1st Class and 2nd Class signed service. You will be asked to select your chosen method of postage when checking out. Delivery times do not include processing times. Your order still has to be made, please check out our current processing times located within the Delivery section of the website.

6.2 Postage is a flat rate. Therefore, your postage will not exceed the stated amounts in the ‘Shipping and Returns’ section.

6.3 We cannot be held responsible for items that are lost or damaged in the post. Signed For delivery is not a trackable service. We are able to confirm that the item has been delivered and signed for and view the signature of the person who took receipt. We cannot track your item before it reaches its destination. If you require a trackable service, please select 1st Class Tracked and Signed at the checkout. We strongly recommend this option for any orders exceeding £20 in value. We will supply the tracking number via your order dispatch confirmation email when your order is shipped. 

6.4 We cannot be held responsible for items that are delayed in the post unless they exceed the timeframes as stated in clauses 6.4.1. We will only offer a replacement or refund following the loss of your order and if we are able to claim the costs back from Royal Mail. This means that the loss was caused by a Royal Mail error only. If the loss occurs because you provide us with an incorrect shipping address or because of any other fault of your own, no replacement of refund will be offered.

6.4.1 Compensation Claims for delivery within the UK – Royal Mail state that all orders must be given a minimum of 15 working days to be delivered regardless of the service used. If your order has not been delivered or located 15 working days after dispatch, we will replace or refund your order. A replacement or refund will not be offered until the 15th working day period has lapsed.

6.4.2 Should your item be deemed lost or not received after 15 working days, you agree to fill out a DOR form (Denial of Receipt) to confirm an item has not been received and you have sufficiently taken steps to otherwise locate the item.

6.4.3 If a delivery attempt was made, and you fail to re-arrange delivery or collect your item, your order will be returned to us. In this case, we will charge you additional postage costs to re-ship your item.

6.4.4 If a delivery attempt is made and you do not re-arrange delivery or collect your item, your order will be returned to us. If your order is lost in transit on its way back to us, we will not offer a replacement or refund until either the 15 working day period has lapsed since the return date (see clauses 6.4.1)

6.5 It is the customers responsibility to ensure all shipping address information is correct. We hold no responsibility if you do not supply us with the correct postal address at the time of ordering.

6.6 We will only post to the delivery address provided at the checkout. 

6.7 Where free postage applies, your order will be sent via Royal Mail 2nd class signed for. If you require an alternative postage, please select from the available options at the checkout.

7. International Postage

7.1 Your order will be posted to you via your selected postage option. For international orders we currently offer a standard non-tracked option and an express fully tracked option. You will be asked to select your chosen method of postage when checking out. Delivery times do not include processing times. Your order still has to be made, please check out our current processing times located within the Delivery section of the website.

7.2 Postage is a flat rate. Therefore, your postage will not exceed the stated amounts in the ‘Shipping and Returns’ section.

7.3 We cannot be held responsible for items that are lost or damaged in the post. Standard delivery is not a trackable service. If you require a trackable service, please select the Express Tracked option at the checkout. We strongly recommend this option for any orders exceeding £20 in value. We will supply the tracking number via your order dispatch confirmation email when your order is shipped. 

7.4 We cannot be held responsible for items that are delayed in the post unless they exceed the timeframes as stated in clauses 7.4.1. We will only offer a replacement or refund following the loss of your order and if we are able to claim the costs back from Royal Mail. This means that the loss was caused by a Royal Mail error only. If the loss occurs because you provide us with an incorrect shipping address or because of any other fault of your own, no replacement of refund will be offered.

7.4.1 Compensation Claims for international delivery – Royal Mail state that all orders must be given a minimum of 25 working days to be delivered regardless of the service used. If your order has not been delivered or located 25 working days after dispatch, we will replace or refund your order. A replacement or refund will not be offered until the 25th working day period has lapsed.

7.4.2 Should your item be deemed lost or not received after 25 working days, you agree to fill out a DOR form (Denial of Receipt) to confirm an item has not been received and you have sufficiently taken steps to otherwise locate the item.

7.4.3 If a delivery attempt was made, and you fail to re-arrange delivery or collect your item, your order will be returned to us. In this case, we will charge you additional postage costs to re-ship your item.

7.4.4 If a delivery attempt is made and you do not re-arrange delivery or collect your item, your order will be returned to us. If your order is lost in transit on its way back to us, we will not offer a replacement or refund until either the 15 working day period has lapsed since the return date (see clauses 7.4.1)

7.5 It is the customers responsibility to ensure all shipping address information is correct. We hold no responsibility if you do not supply us with the correct postal address at the time of ordering.

7.6 We will only post to the delivery address provided at the checkout. 

7.7 Where free postage applies, your order will be sent via non-tracked international standard postage. If you require an alternative postage option, please select from the available options at the checkout.

7.8 All orders are sent via Royal Mail and delivery times depend on your location and chosen postage option. For an estimated delivery time please visit our ‘Shipping and Returns’ section for more information. If you have chosen tracked postal option, once the item has left the UK, a delivery partner is then responsible for delivering your order and updating the tracking information. We do not have access to the tracking information should the delivery partner not update the tracking information. All tracking information will be provided in the dispatch email once your order has been dispatched.

7.9 International orders sent outside the UK may be subject to customs duty which may result in delays. You the customer are responsible for paying any custom charges and we cannot be held responsible for any delays that may occur. It is up to you, the customer to pay and liaise with your local customs office to obtain your order if applicable.

8. Cancellation Policy

8.1 You do not have the right to cancel your order if an item has been made to your specifications or if it has been personalised. This includes items that have been made upon ordering. 

8.2 If your order has not started being processed, we may be able to cancel your order. Please contact us as soon as possible. Once we have started on an order, we are unable to cancel or issue any refunds.

8.3 We reserve the right to refuse to cancel your order and refuse to refund partial or full payment if work has commenced on your order.

8.3 Non-personalised items may be returned at our discretion within 7 days, however the customer will be responsible for the return of the item and any refunds made will be less the postage cost.

9. Dispatch times

9.1 Dispatch times are dependent on time of year and number of orders we receive. Please check out the FAQ information for our current ‘dispatch times’ 

9.2 During busy periods please check our Home Page for confirmation of delivery times as these can change daily.

9.3 During busy periods, we may be forced to close to catch up on your orders. Remember our items are handmade and they take as long as they take to make. By closing to new orders, it means we can offer a good standard of service to the customers that have already placed an order.

10. Returns Policy

10.1 Non-personalised items may be returned to us within 14 days. The item must be returned in its original condition, unworn and in its original packaging to prevent damage in the post. Please contact us to discuss your return whereby we will provide the information required. Your refund will be processed within 7 working days of us receiving the item back. A Returns Form is available upon request.

10.2 You, the buyer, will be responsible for postage costs both ways unless your item is faulty, you will be refunded the cost of the item minus the original amount of postage paid.

10.4 Personalised items may not be returned. 

10.5 Earrings may not be returned for health and safety reasons. 

10.6 We urge you to return your item using a secure method of postage and obtain proof of posting with insurance. We will not be held responsible for returns that do not arrive and you, the buyer, will be responsible for claiming for any loss via Royal Mail or the company you instruct to return your order to us. 

10.7 We will not refund or exchange item owing to damage from improper use, general wear and tear or age. 

10.8 In the event that we, Wild Heart Boutique, make an error or your item is faulty, we will offer to repair your item, a replacement or a refund and will work closely with you to ensure your satisfaction. Customer service is of paramount importance to us.

11. Privacy and Photographs

11.1 Photographs of completed orders are often posted on our website, marketplace shops or social media pages for promotional use. Please advise at the time of ordering if you do not wish your item to be used in this manner. We will not use your full name or tag you in such photographs. If you request 'names' and 'dates of birth' to be stamped onto your items, this data in the form of your finished item, could be published unless agreed otherwise. If you place an order, it is on the understanding that you have read, understood, and accepted this and are aware that it is your responsibility to notify us if you do not wish your item to be used in this manner. 

11.2 We will not share your personal data with any third party.

11.3 All website and social media material including product design, presentation, text, and images are copyright and for the sole use of Wild Heart Boutique. Any misuse will be dealt with accordingly.

12. Service Access

12.1 We endeavour to ensure that all details on our website and social media outlets are accurate and up to date however we do not guarantee this and reserve the right to refuse your order if the item you have ordered or parts of, are no longer available. 

12.2 Access to website or social media outlets may be suspended temporarily without notice.

13. Competitions and Raffle Prizes

13.1 All Terms and Conditions apply to all promotions, competitions, or donations we may hold.

13.2 Competitions and give-aways promoted via any social network such as (but not limited too) Facebook, Instagram and Twitter are held by us and are in no way affiliated, sponsored or associated to Facebook, Instagram and Twitter.

14. Gift Certificates

14.1 You may redeem your Gift Certificate online only, at www.asylumv.co.uk by entering your unique code at checkout.

14.2 If the value of your order is less than the value of your Gift Certificate, your unused balance will be lost. You may only enter and use your unique code once. For example, if your Gift Certificate value is £10 and you only spend £5.99, you cannot use your code in a separate purchase to redeem the outstanding amount.

14.3 If the value of your order exceeds the value of your Gift Certificate, you may pay the extra using a different payment method we offer.

14.4 Gift Certificates are valid for 12 months from date of issue unless stated otherwise. You may confirm the expiry date by contacting us quoting your unique code.

14.5 Gift Certificates exclude postage costs. This is because a payment gateway provider will not accept a payment of £0. Customer to pay postage.

14.6 In the event that you lose a Gift Certificate, you must contact us immediately with proof of purchase whereby we will deactivate the unique code. Proof of purchase must include the original Wild Heart Boutique order number, the name and address of the customer who purchased the Gift Certificate or by forwarding us the original confirmation email we send after purchase. Upon receipt of proof of purchase, we will issue a new unique code. If your unique code has been used prior to you notifying us of its loss, we are unable to re-issue a new code. This will escalate to a civil matter and we would advise you to contact the police. 

14.7 Gift Certificates hold no cash value and can be used to purchase Wild Heart Boutique items only.

15. Additional information for NON-UK buyers

15.1 Non-UK buyers please note that all transactions made through this website will be governed and construed in accordance laws made within the United Kingdom. The courts of the UK will have exclusive jurisdiction to adjudicate any dispute arising under or in connection with and transaction.

16. Abuse

16.1 We will not tolerate abusive, offensive, or obscene language either directly or publicly on our Facebook page and reserve the right to delete any comment and ban and report any person that we feel are acting in an unacceptable manner.

17. Products

17.1 All items are handmade and therefore will vary slightly from the photographs shown. Our wording is stamped by hand and therefore by its very nature and appeal, will have its imperfections and irregularities and no two items will be the same. Many of the metal shapes we use are cut or moulded by hand which can lead to slight variations between products which is to be expected and not considered a flaw. All sizes are approximate for this reason. We cannot stamp on both sides of the metal.

If you have any further questions, please do not hesitate to get in touch.