Terms of service
1. About Starheld
Starheld is operated by Pamela Gray, trading as Starheld, a sole trader based in Aberdeenshire, Scotland, United Kingdom. These Terms of Service govern your use of this website and your purchase of any product from Starheld. By placing an order with us, you agree to these terms.
2. Our Products
Starheld letters are personalised items, written for a specific person and a specific moment in their life. Depending on the letter you choose, your order will be printed or handwritten, and may include additional physical items such as inserts or keepsake pieces, as described on the product page at the time of your order.
Because these are made-to-order items, please see our Returns & Refunds policy for how cancellations, faults, and mistakes are handled — the standard 14-day "change of mind" cancellation right that applies to off-the-shelf goods does not apply to personalised orders.
3. The Information You Give Us
When you place an order, we ask you to answer a set of questions to personalise your letter. We rely entirely on the accuracy of the information you provide us — names, spellings, relationships, and any other details.
If a letter contains an error because of information you gave us incorrectly or incompletely, that is not treated as a fault on our part, and our standard Returns & Refunds terms for our mistakes will not apply. If we make an error in producing your letter based on the information you correctly gave us, that is covered under our Returns & Refunds policy.
Please double check names, spellings, and dates carefully before submitting your order.
4. Orders and Payment
All orders are subject to acceptance and availability. Prices are shown in GBP and include VAT where applicable. We reserve the right to correct pricing errors and to cancel any order affected by a pricing or listing error, in which case you will be offered a full refund.
Payment is taken at the time of order through our payment processor. We do not store your full card details.
5. Delivery
We aim to dispatch and deliver orders within the timeframes stated on the product page at checkout. These are estimates, not guarantees, and are affected by Royal Mail and other third-party delivery services outside our control.
6. Intellectual Property
All content on this website — including but not limited to text, branding, the Starheld name, logo, and design — is owned by Starheld and may not be copied, reproduced, or used without our permission.
Any personal story, wording, or content you provide to us for your letter remains yours. By submitting it to us, you give us permission to use it solely for the purpose of producing your order.
7. Limitation of Liability
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else which cannot legally be limited or excluded under UK law.
To the fullest extent permitted by law, Starheld is not liable for any indirect or consequential loss arising from your use of this website or purchase of our products.
8. Governing Law
These terms are governed by the laws of Scotland, and any disputes will be subject to the exclusive jurisdiction of the Scottish courts.
9. Changes to These Terms
We may update these Terms of Service from time to time. The version in effect at the time you place an order is the one that applies to that order.
10. Contact
Questions about these terms can be sent to pamela@starheld.co.uk.