Terms & conditions

Please read these terms and conditions carefully before placing an order with us. By completing a purchase on this website, you agree to be bound by these terms.

These terms are provided by Bespoke Original Software Solutions Limited, trading as Crackerling, registered in England and Wales (Company No. 16087389), with registered address at Suite 3 The Causeway, Wilderspool Causeway, Warrington, Cheshire, England, WA4 6PS(“we”, “us”, “our”).

1. About us and how to contact us

We sell personalised Christmas crackers made to order in the United Kingdom. You can contact us at hello@crackerling.co.uk. We will respond within 2 business days.

2. Our contract with you

When you place an order, you are making an offer to purchase the products you have selected. No contract exists between us until we confirm your order by email. We reserve the right to decline any order, for example if a product is unavailable or if we are unable to verify your payment.

If we cannot fulfil your order, we will notify you promptly and issue a full refund. The contract is formed in England and is governed by English law.

3. Products

All of our crackers are made to order. Product images on the website are representative; the final product may vary slightly in colour and appearance depending on screen calibration and materials.

Wrapping text printed on crackers is subject to a 15-character limit. Custom jokes are printed as submitted; we are not responsible for the content of jokes you provide. We reserve the right to decline to print content that is offensive, unlawful, or in poor taste.

4. Pricing and payment

All prices are shown in pounds sterling (GBP). We are not VAT registered; the price you see at checkout is the total amount you pay. Delivery charges are shown separately at checkout before you confirm your order.

We accept payment by credit and debit card via Stripe. Payment is taken in full at the time of order. We do not store your card details.

Prices are correct at the time of display. We reserve the right to change prices at any time, but any change will not affect an order you have already placed and paid for.

5. Made-to-order nature of products

Because every Crackerling order is personalised to your specification, production begins promptly after your order is confirmed. Please review your selections carefully before completing payment.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel within 14 days does not apply to goods that are made to a consumer's personal specification. Please refer to our Returns Policy for full details of when returns and refunds are available.

6. Delivery

We deliver to addresses within the United Kingdom only, including mainland UK, Scotland, Northern Ireland, the Isle of Man, and the Channel Islands. Delivery charges and estimated timescales are shown at checkout.

Delivery timescales are estimates only and begin from the date your order is dispatched, not the date of purchase. We are not liable for delays caused by third-party couriers, adverse weather, or other circumstances beyond our control.

Risk of loss and damage passes to you when the goods are delivered to the address you provided. If your order is lost or damaged in transit, please contact us within 7 days of the expected delivery date.

7. Cancellation and returns

Please see our Returns Policy for full information on cancellations, returns, and refunds. Your statutory rights are not affected.

8. Faulty or incorrect goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your order arrives damaged, faulty, or does not match your confirmed specification, please contact us within 30 days at hello@crackerling.co.uk. We will offer a replacement or a full refund, including any return postage costs.

9. Limitation of liability

To the fullest extent permitted by law, our total liability to you in connection with any order shall not exceed the amount you paid for that order.

We are not liable for any indirect or consequential loss (including loss of enjoyment or disappointment), except where such loss is caused by our negligence, breach of contract, or fraud.

Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other matter that cannot be limited or excluded under applicable law.

10. Intellectual property

All content on this website — including text, images, graphics, and branding — is owned by or licensed to us. You may not reproduce, redistribute, or use any content for commercial purposes without our prior written consent.

11. Privacy

How we collect and use your personal data is explained in our Privacy Policy.

12. Governing law and disputes

These terms are governed by the laws of England and Wales. Any dispute arising from these terms or your use of our website shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where you are a consumer resident in Scotland or Northern Ireland, in which case you may bring proceedings in your local courts.

If you are not satisfied with our response to a complaint, you may use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr or contact the Citizens Advice consumer service on 0808 223 1133.

13. Changes to these terms

We may update these terms from time to time. The date at the top of this page reflects when they were last revised. Changes will not affect orders you have already placed.