Terms & Conditions

Last updated: 31 July 2026

1. Overview

Welcome to The Merchant’s Mark.

These Terms & Conditions govern your use of our website, themerchantsmark.co.uk, and purchases made from us.

The terms “we”, “us” and “our” refer to The Merchant’s Mark. “You” and “your” refer to the person using our website or purchasing goods from us.

Our store is powered by Shopify.

By using our website or placing an order, you agree to these Terms together with our Privacy Policy, Shipping Policy and Returns & Refund Policy.

Nothing in these Terms affects your statutory rights.

2. Trader Information

The trader operating this website is:

The Merchant’s Mark

3. Our Products

We make every reasonable effort to ensure that product descriptions, dimensions and imagery are accurate.

However, colours and appearance may vary depending on screen settings, lighting conditions and the natural materials used.

4. Product Images, Mock-ups & Natural Variation

Some product images may include digital mock-ups or representative examples created to closely illustrate the intended finished product.

Actual products may vary slightly from these images.

Many products are manufactured from natural timber, including solid oak, and every piece is unique.

Natural variations may include:

• Grain pattern and direction;
• Colour and tone;
• Knots;
• Figuring and medullary rays;
• Texture;
• Small checks or splits;
• Minor dimensional variation associated with natural timber; and
• Changes in colour as timber ages.

Where an image shows a particular grain pattern, knot position or natural marking, this should be regarded as representative rather than a guarantee that your product will contain exactly the same natural characteristics.

These natural variations do not affect your statutory rights where a product is faulty, unsafe, incorrectly manufactured or materially different from its description.

5. Made-to-Order Products

All products sold by The Merchant’s Mark are manufactured on demand.

Unless another timeframe is shown on the relevant product page, our standard production period is approximately 7–14 working days from acceptance of your order.

Bespoke, personalised, large or complex products may take longer.

A product being manufactured on demand does not automatically make it bespoke or personalised.

6. Bespoke, Customised & Personalised Products

Some products may be manufactured using information or specifications supplied by you, including names, dates, addresses, messages, custom dimensions, artwork or other individual requirements.

You are responsible for checking the accuracy of all information supplied or approved by you before manufacture.

We cannot accept responsibility for errors in customer-supplied information where the product has been correctly manufactured according to that information.

This does not affect your statutory rights where we manufacture the product incorrectly or where it is faulty or not as described.

7. Wood Finishes, Oils & Surface Treatments

Our products may be treated using oils, waxes, paints, stains, sealers or other wood-finishing products.

These may include tung oil and other commercially available or natural wood finishes.

The precise finish used may be specified on the product page or accompanying care information.

Individual sensitivities and allergic reactions to timber, oils, waxes, pigments, paints and other finishing products can vary.

If you have a known allergy or sensitivity to a particular material or substance, please contact us before ordering so that we can confirm, where reasonably possible, what materials and finishing products will be used.

You should not knowingly use a product containing a substance to which you are allergic or particularly sensitive.

Nothing in these Terms limits our obligation to supply products that meet applicable product-safety requirements.

8. Changes in Appearance After Finishing

Wood oils, waxes and other finishing products may alter the appearance of natural timber.

For example, oil may deepen the colour of oak, enhance grain contrast or produce a warmer tone.

The precise result varies according to the individual piece of timber.

Timber may also continue to change naturally in colour and appearance through exposure to light, air, humidity and normal ageing.

9. Placing an Order

When you place an order, you are offering to purchase the products shown.

Receipt of an automated acknowledgement does not necessarily mean we have accepted your order.

A contract is formed when we accept your order.

We may decline or cancel an order where reasonably necessary, including where:

• A product or material is unavailable;
• A genuine pricing or product-information error has occurred;
• Payment cannot be authorised;
• We cannot reasonably manufacture the requested product;
• Bespoke information is unsuitable or incomplete;
• Fraudulent activity is suspected; or
• Delivery cannot reasonably be made to the address supplied.

If we cancel after receiving payment, we will refund the amount paid for the cancelled order.

10. Prices & Payment

The price payable will normally be the price shown when your order is placed.

Where possible, we offer free shipping. Where free shipping is unavailable, the applicable charge will be shown at checkout.

Payment is processed through Shopify and the payment methods available through checkout.

11. Shipping & Delivery

Unless otherwise stated, UK delivery after dispatch normally takes approximately 2–5 working days.

The estimated overall timeframe therefore consists of the relevant manufacturing period plus the applicable delivery period.

Unless another delivery timeframe has been expressly agreed, goods will be supplied without undue delay and normally no later than 30 days after the contract is made.

We remain responsible for goods until they are delivered to you or to another person you have identified to receive them, except where you independently arrange your own carrier where permitted by law.

Further details are available in our Shipping Policy.

12. Cancellation, Returns & Refunds

Eligible standard products may be covered by statutory online cancellation rights and our voluntary 30-day returns policy.

Consumers generally have 14 days after receiving eligible goods to notify us that they wish to cancel and a further 14 days to return them.

This cooling-off right does not generally apply to goods made to your specifications or clearly personalised.

Where a statutory cancellation applies, refunds will be processed in accordance with applicable UK consumer law, including refunding the standard outbound delivery cost where applicable.

Further details are contained in our Returns & Refund Policy.

13. Faulty Products

Nothing in these Terms limits your rights under UK consumer law.

Goods must be:

• Of satisfactory quality;
• Fit for purpose; and
• As described.

If you believe an item is faulty, damaged or incorrectly manufactured, please use our Contact Us page.

14. Customer-Supplied Artwork & Content

If you supply artwork, photographs, logos, text or designs for use in a personalised product, you confirm that you have the necessary rights or permissions for us to use that material.

We may refuse content that is unlawful, infringes intellectual-property rights or would otherwise make manufacture unlawful.

15. Intellectual Property

Unless otherwise stated, our product designs, artwork, photography, graphics, logos, branding, written content and website content belong to The Merchant’s Mark or are used with permission.

You must not reproduce or commercially exploit protected content without permission except where permitted by law.

16. Shopify

Our online store is powered by Shopify.

Purchases from our store are contracts between you and The Merchant’s Mark. Shopify is not the seller of our products.

17. Privacy

Personal information is handled in accordance with our Privacy Policy.

18. Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

Nothing limits or excludes liability for:

• Death or personal injury caused by negligence where liability cannot legally be excluded;
• Fraud or fraudulent misrepresentation;
• Faulty or misdescribed goods where statutory rights apply; or
• Other liability that cannot legally be excluded or limited.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

19. Events Outside Our Reasonable Control

We are not responsible for delays or failures caused by events genuinely outside our reasonable control.

Where such an event affects an order, we will take reasonable steps to minimise disruption and keep you informed where appropriate.

20. Governing Law

These Terms are governed by the laws of England and Wales.

If you live elsewhere in the United Kingdom, you may also benefit from mandatory consumer protections applicable where you live.

21. Changes to These Terms

We may update these Terms to reflect changes to our products, services, website, legal obligations or business practices.

The current version will be published on this website.

22. Contact Us

For questions regarding these Terms or an order, please use our Contact Us page or the direct contact details shown above.