Terms & Conditions
Terms and Conditions of Business
Last updated: 16 September 2026
These Terms and Conditions apply to the use of the Pretty Miniatures Ltd website and to orders placed with Pretty Miniatures Ltd.
Please read them carefully before placing an order. Nothing in these Terms affects your statutory rights as a consumer.
1. About Us
This website is operated by Pretty Miniatures Ltd, a company registered in England and Wales.
Pretty Miniatures Ltd
23 Janes Lane
Burgess Hill
West Sussex
RH15 0QJ
United Kingdom
Company Registration Number: 14692847
VAT Registration Number: GB 481 5540 85
ICO Registration Number: ZB358920
Email: sales@prettyminiatures.co.uk
References to “we”, “us” and “our” in these Terms mean Pretty Miniatures Ltd.
2. Our Products
Pretty Miniatures specialises primarily in 1:12 scale dolls house miniatures.
Our products are collector’s items intended for ages 14 years and over. They are not toys and are not suitable for young children due to small parts, delicate components and materials intended for display rather than play.
Selected products may be available in other scales, including 1:16 or 1:24 scale, by prior agreement. We do not manufacture 1:6 scale furniture for Barbie, Sindy or similar dolls.
3. Product Information
We take reasonable care to ensure that product descriptions, dimensions, photographs and other information on our website are accurate.
Because many products are manufactured in small batches or made to order, minor variations in colour, finish, texture or appearance may occur.
Colours may also appear differently depending on your device, screen settings and lighting.
Dimensions stated on individual product pages should be checked carefully before ordering.
4. Placing an Order
When placing an order, you must provide accurate and complete information, including your delivery address and contact details.
After placing an order, you will receive an order confirmation. This acknowledges that we have received your order but does not necessarily mean that we have accepted it.
Our contract with you is formed when we accept and process your order for fulfilment.
We may decline or cancel an order where there is a genuine reason to do so, for example where a product is unavailable, a payment cannot be authorised, information provided is incomplete, or an obvious pricing or listing error has occurred.
If we cancel an order after payment has been taken, any amount due back to you will be refunded.
5. Prices and Payment
Prices displayed on our website are shown in the currency applicable to your selected market.
UK prices include VAT where applicable.
International prices, taxes and duties may be handled differently depending on your delivery destination and the checkout service being used.
Any taxes, duties or other charges collected at checkout will be displayed before you complete your purchase.
We accept the payment methods shown at checkout.
If we discover an obvious pricing error before accepting an order, we may contact you and give you the option of proceeding at the correct price or cancelling the order.
6. Made-to-Order Products
Many Pretty Miniatures products are made to order in our Sussex workshop.
Our usual processing time is up to 1 week before dispatch, although many orders may be completed sooner. Any substantially different lead time will be shown on the relevant product page or agreed with you before purchase.
Processing time is separate from delivery time.
A standard product being manufactured after you place your order does not, by itself, remove any cancellation rights that you would otherwise have under consumer law.
7. Bespoke and Personalised Products
We may undertake bespoke work, non-standard dimensions, personalised products, custom colours, alternative scales or other modifications by agreement.
Where a product is made specifically to your individual specifications or is clearly personalised, the normal statutory change-of-mind cancellation right may not apply.
We will make this clear where relevant before the order is agreed.
This does not affect your statutory rights if bespoke or personalised goods are faulty, damaged, not as described or otherwise fail to conform to the contract.
8. Delivery
Available delivery services, charges and estimated transit times are shown at checkout.
UK orders are normally dispatched using a tracked Royal Mail service.
International orders are sent using an appropriate tracked delivery service for the destination.
Delivery estimates begin from the date of dispatch and are separate from our processing time.
Tracking details will normally be provided when the order is dispatched.
Carrier delivery times are estimates unless we have expressly agreed a guaranteed delivery service with you.
9. International Orders, Customs and Import Charges
We ship to a range of international destinations.
Depending on the destination and checkout arrangement, import VAT, sales tax, customs duties or other charges may be collected at checkout or dealt with as part of the international delivery service.
Where such charges are not collected in advance, the recipient may be responsible for charges imposed by the destination country or its customs authorities.
The information displayed at checkout for your destination should be reviewed before placing your order.
10. Delivery Addresses
You are responsible for providing a complete and accurate delivery address.
If you notice an error, please contact us as soon as possible.
We will try to amend an address where possible, but once an order has been dispatched we may not be able to redirect or recover it.
This does not affect any rights you may have where a delivery problem has been caused by us or by the carrier acting on our behalf.
11. Risk During Delivery
We remain responsible for the goods until they are delivered to you, or to another person you have identified to receive them on your behalf.
Please inspect your order after delivery and contact us promptly if anything appears damaged, incorrect or missing.
12. Your Right to Cancel
Where UK distance-selling cancellation rights apply, you normally have 14 days from receiving the goods to tell us that you wish to cancel your order.
You then have a further 14 days to return the goods after notifying us of the cancellation.
You do not need to give a reason for exercising this right.
Please contact us before returning goods so that we can provide the correct return instructions.
Your statutory cancellation rights are explained in greater detail in our Returns & Refunds Policy.
13. Returns Following a Change of Mind
Where a statutory change-of-mind cancellation right applies, returned products should be kept in their original condition and, where reasonably possible, returned in their original packaging.
You may inspect products in a similar way to how you would examine them in a shop.
Where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and function, and its value has been reduced as a result, we may be entitled to reflect that reduction in the refund.
Unless otherwise required by law, customers are responsible for the direct cost of returning change-of-mind returns.
14. Refunds
Where a valid cancellation right applies, we will refund amounts due in accordance with applicable consumer law.
This includes the price paid and, where required, the cost of our standard outbound delivery service.
If you selected a more expensive delivery option, we are not required to refund the additional amount above the cost of the standard delivery option.
Refunds are normally made using the original payment method.
Further information is available in our Returns & Refunds Policy.
15. Faulty, Damaged or Misdescribed Goods
Nothing in these Terms limits your statutory rights.
Goods supplied to consumers must be of satisfactory quality, fit for purpose where applicable and as described.
If an item is faulty, damaged, incorrect or not as described, please contact us with your order number and details of the problem.
Where relevant, we may ask for photographs of the item and packaging to help us assess the issue.
The remedies available will depend on the circumstances and your statutory rights and may include repair, replacement, price reduction or refund.
16. Missing or Incorrect Items
In the unlikely event that you believe an item is missing from your order or that you have received an incorrect item, please contact us as soon as possible.
Where possible, please provide photographs of the items received and the packaging.
As part of our quality-control process, orders are packed under video recording. We may review the relevant packing record to help investigate a query accurately.
Where an error has occurred, we will arrange an appropriate resolution.
17. Cancelling or Amending an Order Before Dispatch
Please contact us as soon as possible if you wish to change or cancel an order.
We will make reasonable efforts to accommodate changes, but production of made-to-order goods may begin shortly after an order is placed.
Where genuinely bespoke or personalised work has already begun, cancellation or changes may not be possible where the applicable law permits this.
Your statutory rights remain unaffected.
18. Acrylic Mirror Products
Acrylic mirror products may be supplied with a protective film over the mirrored surface.
This film is intended to protect the product during manufacture, handling and delivery and may make the surface appear cloudy, dull, scratched or marked.
The protective film should be carefully removed before assessing the final mirrored finish.
19. Product Care
Miniatures should be cleaned carefully using an appropriate soft cloth.
Abrasive cleaners, solvents and harsh chemicals should not be used on painted, printed, acrylic, mirrored or plastic surfaces unless the product instructions specifically state otherwise.
Our miniatures are designed primarily for display by collectors and should be handled accordingly.
20. Website Content and Intellectual Property
Unless stated otherwise, the content of this website, including product photographs, designs, text, graphics, branding and other material, belongs to Pretty Miniatures Ltd or is used with permission.
You may not reproduce, commercially exploit or distribute our website content without permission except where permitted by law.
Pretty Miniatures® branding and associated intellectual property may not be used in a way that suggests affiliation, endorsement or ownership without our written permission.
21. Personal Information
We process personal information in accordance with our Privacy Policy and applicable data-protection law, including the UK GDPR and Data Protection Act 2018.
Personal information supplied when placing an order is used for purposes including processing payments, fulfilling orders, providing customer service, preventing fraud and complying with our legal obligations.
22. Our Responsibility to You
We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability relating to statutory consumer rights.
Where you are purchasing as a consumer, we are not responsible for business losses such as loss of profit, loss of business, business interruption or loss of business opportunity.
23. Events Outside Our Reasonable Control
Sometimes an order may be delayed by circumstances outside our reasonable control, such as severe weather, carrier disruption, industrial action, customs delays, major equipment or infrastructure failures or other exceptional events.
Where this happens, we will take reasonable steps to minimise the effect of the delay and will contact you where appropriate.
Nothing in this section removes any statutory rights you may have if goods are not delivered within an agreed or legally required period.
24. Changes to These Terms
We may update these Terms from time to time, for example to reflect changes to our business, website, delivery arrangements or applicable law.
The Terms that apply to an order will normally be those in force when that order was placed, unless a change is required by law.
The latest version will be published on this website together with its revision date.
25. Complaints and Disputes
If you have a complaint or concern, please contact us first so that we have an opportunity to resolve the matter.
Email: sales@prettyminiatures.co.uk
These Terms are governed by the laws of England and Wales.
If you are a consumer, nothing in these Terms removes any mandatory rights you may have under the laws applicable where you live, including any rights relating to where legal proceedings may be brought.
26. Other Policies
These Terms should be read together with the relevant policies and information displayed on our website, including our:
Privacy Policy
Returns & Refunds Policy
Delivery Information
If there is any conflict between these Terms and a right that you are given by applicable consumer law, your statutory rights take precedence.