Terms of sale

Who sells

Seller

Mercedes García Pérez

Spanish tax ID (NIF)

75135036Q

Address

Calle Rodríguez de la Fuente, 12, Bajo A, 18110 Las Gabias (Granada), Spain

Contact

hola@hilosdebruja.com

What you are buying

Pieces made by hand, one at a time, with a felting needle over merino wool. Each one is unique and numbered.

Handmade means there are small differences between the photo and the piece: the shade of the wool, the tilt of the head, the look on the face. That is not a defect, it is what makes them unique. The photos show the actual piece you receive, not a sample.

These are collectible decorative objects. They are not toys, they are not certified as toys and they are not suitable for children under 3: there is wire inside. This is stated on every piece's page and on the card inside the box.

Prices

All prices are in euros with tax included. Shipping is calculated and shown to you before you confirm anything, according to the destination.

If a technical error ever showed an obviously wrong price, I will tell you before shipping and you can either confirm at the correct price or cancel for a full refund.

How to buy

• You choose a piece and press adopt.
• The piece is held for you while you complete payment. If you do not finish, it returns to the catalogue and someone else may buy it.
• You fill in your details and pay on the Stripe gateway.
• You get a confirmation email. With that email the contract is made.

Since every piece is unique there is only one of each. It is held in order of reaching payment, not in order of having seen it.

Payment

Payment is by card through Stripe, who process it. I never see or store your card details.

Commissions are charged in full on confirmation, not in instalments and not as a deposit. Work begins that same week.

Delivery

Catalogue pieces leave the studio within 48 working hours of payment. Commissions, within two to three weeks of confirmation.

Delivery will never exceed 30 calendar days from the order. If anything is going to take longer, I will tell you and you may cancel for a full refund.

Specific times, zones and rates are on the shipping and returns page, which forms part of these terms.

If you change your mind

You have 14 calendar days to return a catalogue piece without giving reasons. How to do it is set out on the right of withdrawal page.

One important exception: commissioned pieces carry no right of withdrawal, because they are made expressly to your specifications and cannot be sold to anyone else. This is article 103.c of the Spanish consumer protection act. You are warned of this before paying for a commission and must accept it expressly.

If something arrives wrong

You have a 3-year legal guarantee from delivery if the piece does not conform to what was advertised. Write to me with a photo and we will sort it: repair, replacement with another piece, a price reduction or a refund, whichever applies.

If the parcel arrives damaged in transit, tell me as soon as you see it and keep the box: it is needed to claim against the courier. I handle that, not you.

Normal wear, direct sunlight or damp are not covered. Care instructions come with every piece.

Complaints

First of all, write to hola@hilosdebruja.com. I answer within 48 working hours and virtually everything is resolved there.

If we cannot agree, you may go to your local consumer information office or to the Spanish consumer arbitration board. The courts of your own place of residence are always open to you.

Governing law

Spanish law applies. If you are a consumer resident in another European Union country, you also keep the protection given by the mandatory rules of your own country.