Terms of service

These terms apply when you buy from Stranger Hands through strangerhands.com, and when you use the website. Please read them before you order, because placing an order means you accept them. If you are buying as a consumer, nothing in these terms reduces your legal rights.

Who we are

Stranger Hands is an independent maker studio in London SE10 0ES, United Kingdom. You can reach us at [email protected], on +44 7900 001195, or through the contact page.

Our pieces

• Many pieces are hand-painted, hand-finished or printed to order. Small differences in colour, finish and detail from the photographs are part of how they are made, not a fault.
• Our figurines, dioramas and models are collectible display pieces, not toys. They can have small, sharp or fragile parts and are not suitable for children under 14.
• Made-to-order and preorder pieces show their lead time on the product page. The shipping policy gives our usual making and dispatch times.

Orders and payment

• Prices are in pounds sterling. The delivery charge is shown in the basket before you pay.
• You pay at checkout by card or wallet through Stripe, or through PayPal.
• Placing an order is an offer to buy. The contract between us begins when we email you to confirm your order.
• If we cannot accept your order, for example because a piece has sold out or its price or description contains an obvious error, we will tell you and refund everything you paid.

Delivery

We deliver to addresses in the United Kingdom. Delivery charges, making times and tracking are explained in our shipping policy. Unless a longer lead time is shown on the product page or agreed with you, we will deliver within 30 days of confirming your order. A piece becomes your responsibility once it has been delivered to the address you gave us. If your order is late or has not arrived, please contact us.

Your right to cancel

• For most pieces, you can cancel within 14 days of the day you receive your order, without giving a reason. Tell us by email, then send the piece back within 14 days of telling us. Our refund policy explains how.
• We refund the price and the standard delivery charge you paid within 14 days of receiving the piece back, or of receiving proof that you sent it, if that is sooner. If a piece has been handled more than you would need to inspect it, we may reduce the refund to reflect its lost value.
• The right to cancel does not apply to pieces made to your specifications or clearly personalised, such as commissions, custom busts and named or engraved pieces.
• It also does not apply to a digital file once you have started downloading it, if you asked for immediate access and accepted that you would lose the right to cancel.
• For a studio service, such as printing, mould making, laser cutting or repair, you can cancel within 14 days of accepting our quote. If you ask us to start work within those 14 days, you pay for the work done before you cancel, and once the service has been fully carried out the right to cancel ends.

Faulty, damaged or wrong pieces

Under the Consumer Rights Act 2015, what you buy must be as described, fit for purpose and of satisfactory quality. If a piece is faulty or not as described, you can reject it for a full refund within 30 days of delivery. After that, you are entitled to a repair or a replacement, and to a refund if those do not put the problem right. Please tell us as soon as you can if a piece arrives damaged or is the wrong item, with photographs of the piece and its packaging. We cover the cost of returning it.

Commissions and studio services

• Commissions and studio services are quoted individually. The quote sets out what we will make or do, the price, any deposit, and the timing, and we start once you accept it.
• If you send us photographs, drawings, 3D files or other material to work from, you confirm that you have the right to use it and to ask us to make something from it. We may turn down work that would infringe someone else's rights or break the law.
• Who owns any designs or digital files we create for a commission is agreed in the quote.
• Design collaborations with artists are covered by a separate written agreement, not by these terms.

Figurine generator

• The figurine generator uses an AI image model to show what a figurine could look like. A picture is an idea, not a finished piece, a design we have agreed to make, or a quote. A real figurine is sculpted and painted by hand and will differ from it.
• One generation is one attempt that produces a picture. If an attempt produces no picture — because it failed, or because it was refused by our checks or the model's safety filter — the generation is given back.
• Visitors without an account get one free generation. Registering and confirming your email address adds ten, once per person: once per inbox, and not for addresses at temporary email services.
• More generations are sold in packs of 21 for £2.99, paid by card through Stripe. They are added to your account as soon as the payment is confirmed, do not expire, cannot be transferred to another account or exchanged for money, and are used one per generation.
• Your right to cancel a pack. Generations are digital content. When you buy a pack, you ask us to supply it straight away and acknowledge that you lose your 14-day right to cancel once you start using the generations. If you have not used any generation from a pack, you can still cancel within 14 days of buying it by emailing us, and we will refund the £2.99.
• If generations do not work as described, you have the rights the Consumer Rights Act 2015 gives for digital content. If we close the generator for good, we will refund any generations you bought and have not used.
• Only add photos you have the right to use, of people who have agreed. Do not ask for nudity, anything unlawful, or anything that infringes someone else's rights. We may refuse a request, and suspend access to the generator for an account or connection that misuses it.
• You may use the pictures you make for your own personal, non-commercial purposes, such as sharing them or asking us to make the figurine.

Using this website

• The photographs, text, designs and other content on this website belong to Stranger Hands or the people who license them to us. You may view them for your own personal use, but not copy or reuse them without our permission.
• Do not use the website unlawfully, try to break or overload it, or try to get into parts of it that are not meant for you.
• If you post a review, it must be honest and about your own experience. By posting it you let us publish it on this website, and in our marketing, under the name you gave. We may remove reviews that break these terms or the law.
• We are not responsible for the content of other websites we link to.

Our responsibility to you

• If we break these terms or fail to take reasonable care, we are responsible for loss or damage you suffer that was a foreseeable result. We are not responsible for loss or damage that was not foreseeable.
• We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, and for breaking your legal rights as a consumer.
• If you buy for business purposes, we are not liable for loss of profit, business or opportunity, and our total liability for an order is limited to the price you paid for it.

Events outside our control

We are not responsible for delays caused by events outside our reasonable control, such as carrier disruption. If one affects your order, we will tell you as soon as we can. If the delay is long, you can cancel and we will refund you for anything you have not received.

Changes to these terms

We may update these terms from time to time. The version shown on this page when you placed your order is the one that applies to it.

Law and disputes

These terms are governed by the law of England and Wales. If you have a problem, please contact us first and we will do our best to resolve it. If we cannot, you can bring a claim in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts where you live.