Terms & Conditions
Welcome to Surname Ancestory. These Terms & Conditions explain the basis on which we supply our products and services. By placing an order through our website, you agree to be bound by the terms set out below.
We recommend reading these Terms & Conditions carefully before making a purchase. If you have any questions, please contact us before placing your order.
Definitions
Throughout these Terms & Conditions, the following expressions have the meanings set out below:
“We”, “Us” or “Our” refers to Surname Ancestory.
“You” or “Your” refers to the individual or organisation purchasing products from Surname Ancestory.
“Goods” means any product, personalised item or service supplied by Surname Ancestory.
“Website” refers to the Surname Ancestory website.
“Working Day” means Monday to Friday, excluding public holidays in England and Wales.
Acceptance of These Terms
These Terms & Conditions apply to every order placed with Surname Ancestory unless we agree otherwise in writing.
By placing an order through our website, you confirm that you have read, understood and accepted these Terms & Conditions.
Should any provision of these Terms become unenforceable, the remaining sections will continue to apply.
About Us
Surname Ancestory specialises in personalised surname histories, family crest gifts, coats of arms and heritage-inspired products.
If you need to contact us regarding an order or any aspect of these Terms & Conditions, please email:
info@surnameancestory.co.uk
Products
We make every effort to ensure that product descriptions, photographs, colours and specifications are as accurate as possible.
However, slight differences may occur because many of our products are individually handcrafted, engraved, painted or personalised. Screen settings may also affect how colours appear.
Product photographs are provided for illustration purposes and should not be regarded as exact representations.
Personalisation
Many of our products are created specifically for each customer.
Please check all names, spellings, dates and personalisation details carefully before submitting your order.
We’ll manufacture your order using the information you provide. Consequently, Surname Ancestory cannot accept responsibility for errors caused by incorrect information supplied during the ordering process.
Coat of Arms & Surname Histories
Our surname histories and coats of arms are based upon extensive historical research carried out using recognised historical sources.
A coat of arms belongs to an individual rather than an entire surname. Therefore, the coat of arms supplied with our products represents the earliest recorded example associated with the surname identified through our research.
Because many surnames have multiple historical coats of arms, the version supplied by Surname Ancestory may differ from examples found elsewhere.
Our surname histories are intended for historical interest and enjoyment. They should not be interpreted as proof of direct family lineage or entitlement to armorial bearings.
Pricing
All prices shown on our website are displayed in Pounds Sterling (£).
Where applicable, prices include VAT.
Delivery charges are shown separately during checkout and will vary depending on the products ordered and the delivery destination.
Although we make every effort to ensure pricing is accurate, we reserve the right to correct genuine pricing errors before accepting an order.
Orders
Submitting an order does not automatically create a binding contract.
Your order becomes accepted once we confirm it by email or begin producing your personalised item.
If we cannot accept your order for any reason, we’ll contact you as soon as possible and arrange a full refund where payment has already been taken.
Examples may include:
- The product becoming unavailable.
- Incorrect pricing.
- Payment authorisation failing.
- Incomplete or inaccurate order information.
Payment
We accept payment using the payment methods displayed during checkout.
Payment must be received in full before production or dispatch begins.
All online payments are processed securely through trusted third-party payment providers.
Surname Ancestory does not store your debit card, credit card or PayPal details on its own systems.
Production Times
Many of our products are handmade or individually personalised.
Estimated production times are shown on each product page. These estimates are provided as guidance and may occasionally vary during particularly busy periods.
We’ll always make every reasonable effort to complete your order as quickly as possible.
Delivery
We dispatch orders using Royal Mail and selected courier partners.
Estimated delivery times begin once production has been completed.
Although we aim to meet every estimated delivery date, occasional delays outside our control may occur. These include adverse weather, industrial action, customs delays or courier issues.
Such delays do not normally give rise to compensation.
Delivery Addresses
Please ensure your delivery address is accurate before completing your purchase.
If an incorrect address is supplied, additional delivery charges may apply if an order has already been dispatched.
Inspection of Goods
Please inspect your order as soon as it arrives.
If your parcel or its contents appear damaged, please contact us promptly and, where possible, retain the original packaging while the issue is investigated.
Photographs of the damage may also help us resolve your claim more quickly.
Risk & Ownership
Responsibility for the goods passes to you once your order has been delivered to the address provided during checkout.
However, ownership of the goods remains with Surname Ancestory until payment has been received in full.
Returns & Cancellation
We want you to shop with confidence. If you need to cancel or return an order, we’ll do our best to make the process as straightforward as possible.
Under UK consumer legislation, you may have the right to cancel certain purchases within 14 days of receiving your goods.
To exercise this right, please contact us by email before returning your order. We’ll provide instructions to help you complete the return.
Please note that personalised or custom-made products cannot normally be cancelled or returned unless they are faulty, damaged or supplied incorrectly. This is because each item is created specifically for you.
Where a return is accepted, goods should be sent back in their original condition and, where possible, in their original packaging. Unless the item is faulty or we have made an error, you will normally be responsible for the cost of returning the goods.
Once we receive and inspect your return, we’ll process any approved refund as quickly as possible using your original payment method.
Faulty, Damaged or Incorrect Items
We take great pride in the quality of every product we produce.
However, if your order arrives damaged, develops a manufacturing fault or you receive the wrong item, please contact us as soon as possible.
Where appropriate, we may ask for photographs to help us assess the issue quickly.
If we confirm that an item is faulty, damaged during delivery or supplied incorrectly, we’ll arrange an appropriate solution. Depending on the circumstances, this may include:
- Repairing the item.
- Sending a replacement.
- Offering a full or partial refund.
Nothing in these Terms & Conditions affects your statutory rights under UK consumer law.
Product Warranty
We carefully inspect our products before dispatch.
Should a manufacturing defect become apparent after delivery, please contact us promptly so we can investigate the issue.
This warranty covers faults resulting from manufacturing or workmanship. It does not cover accidental damage, misuse, normal wear and tear or damage caused after delivery.
Where appropriate, we may request that the item is returned for inspection before deciding upon the most suitable remedy.
Limitation of Liability
We make every reasonable effort to ensure the information on our website is accurate and up to date.
However, to the fullest extent permitted by law, Surname Ancestory accepts no liability for indirect or consequential losses arising from the use of this website or our products.
Nothing within these Terms limits or excludes liability for death, personal injury, fraud or any liability that cannot legally be excluded under UK law.
Where liability is established, our total liability shall not normally exceed the value of the goods purchased.
Intellectual Property
All content published on the Surname Ancestory website remains our intellectual property unless otherwise stated.
This includes, but is not limited to:
- Website design
- Product photography
- Graphics
- Logos
- Written content
- Surname histories
- Coat of arms artwork where applicable
- Product descriptions
You may view, download or print content for your own personal, non-commercial use.
However, you must not reproduce, copy, distribute, modify or publish any material from this website without our prior written permission.
Website Availability
Although we aim to keep our website available at all times, occasional interruptions may occur while maintenance, upgrades or essential technical work are carried out.
We cannot guarantee uninterrupted access to the website and accept no responsibility for temporary outages beyond our reasonable control.
Force Majeure
Sometimes circumstances arise that neither party can reasonably control.
These may include severe weather, natural disasters, industrial action, transport disruption, power failures, cyber incidents, pandemics, supplier shortages or government restrictions.
Where such events affect our ability to fulfil an order, we’ll make every reasonable effort to minimise delays and keep you informed throughout the process.
Third-Party Links
Our website may include links to external websites for your convenience.
Because we do not control these websites, we cannot accept responsibility for their content, availability or privacy practices.
Before providing personal information to another website, we recommend reviewing its own terms and privacy policy.
Privacy
Your privacy is important to us.
We process personal information in accordance with our Privacy Policy and applicable UK data protection legislation.
For further information, please refer to our Privacy Policy.
Changes to These Terms
From time to time, we may update these Terms & Conditions to reflect changes in legislation, business practices or our services.
Any revised version will be published on this page and will apply from the date shown below.
Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes arising from the use of our website or the purchase of our products shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Contact Us
If you have any questions about these Terms & Conditions, please contact us.
Surname Ancestory
Email: info@surnameancestory.co.uk
Last Updated
August 2026