Terms of service
Last Updated: 11 September 2026
This website is operated by SnowTale. Throughout the site, the terms "we", "us" and "our" refer to SnowTale. By visiting our site and/or purchasing something from us, you engage in our "Service" and agree to be bound by the following terms and conditions.
1. STOCK, BATCH DISPATCH & DEMAND
Our products are released and dispatched in production batches. Each batch is quality-checked before dispatch, and orders are fulfilled in the order they are received. By purchasing, the customer acknowledges that they are buying from a batch-dispatched product line and that availability and dispatch position depend on the batch queue at the time of order.
2. ESTIMATED TIMELINES & FULFILLMENT EXPECTATIONS
The following timelines apply to all orders:
- Processing & dispatch preparation: 1–3 business days.
- International shipping & logistics: 7–15 business days.
- Total delivery window: by completing a purchase, the customer expressly acknowledges and agrees to a total delivery window of up to 18 business days from order date.
- High-demand extension: during periods of exceptional demand (including the pre-Christmas period), batch dispatch may extend processing by up to 10 additional business days. Affected customers are notified by email.
A delay within these published windows is a standard part of our fulfilment process and does not constitute a breach of contract or a valid reason for a refund or chargeback.
3. VISUAL REPRESENTATIONS & AI ASSISTANCE
We use high-end digital technology and AI-assisted creative previews to showcase the aesthetic potential and details of our products on the Site. These images are for illustrative purposes. While we strive for 100% accuracy, the final physical product may show slight variations in the miniature scene — tiny tree shape, bauble placement, snow texture and glass finish — which are inherent to the product and are not defects.
4. ORDER ACCEPTANCE
When you place an order with SnowTale, you are making an offer to purchase. SnowTale reserves the right to accept or decline your order at our sole discretion. Your order is not accepted until we confirm acceptance and your payment has been received and processed. In the event that we do not accept, modify, or cancel an order, we will attempt to notify you via the email, billing address, or phone number provided at the time the order was placed.
5. ORDER CANCELLATIONS
Once an order is placed, it enters our automated processing system. Cancellations are permitted only within the first 12 hours of purchase. After 12 hours the order is allocated to a dispatch batch, handling costs are incurred, and the order cannot be cancelled. Customers must wait to receive the item and then follow our Returns Policy.
6. RIGHT TO CANCEL ORDERS (PRICING & LOGISTICS)
We reserve the right to refuse or cancel any order. This includes, but is not limited to: errors in pricing or descriptions; extreme logistical costs to specific remote regions that exceed the feasibility of the sale. In such cases, a full refund will be issued immediately.
7. TITLE & RISK OF LOSS
Once we transfer products to the shipping carrier, title and risk of loss passes to the customer. SnowTale is not responsible for loss, theft, damage, or delay occurring after the carrier has accepted the parcel for transport. Disputes regarding parcels after dispatch must be resolved with the relevant carrier or, where applicable, under the terms of any Shipping Protection add-on purchased at checkout.
8. CUSTOMS, DUTIES AND TAXES
For most major destinations (USA, EU, UK), taxes and duties are included in the final checkout price. However, should any unforeseen local customs charge arise based on specific regional laws, the recipient remains the importer of record and is responsible for such charges.
9. SAFE USE OF THE PRODUCT (IMPORTANT)
The SnowTale is a glass keepsake ornament containing a small battery-powered voice recorder in its base. By purchasing, the customer accepts the following conditions of use:
- This product is not a toy. It is made of glass — keep it out of reach of unsupervised children and pets, and hang or place it securely where it cannot fall.
- The base contains a small electronic recorder and battery. Keep the battery door closed. Batteries are a swallowing hazard — if a battery is ingested, seek immediate medical attention.
- The glass display chamber is permanently sealed. The cork is the playback control; do not attempt to open, unseal or fill the display chamber.
- Indoor use only. Keep the base dry and never submerge any part of the product in water.
- Inspect the glass and base for damage before hanging or gifting; discontinue use if any component is damaged.
SnowTale accepts no liability for misuse, breakage through falls or mishandling, use contrary to the guidance above, or use of a damaged product.
10. INTELLECTUAL PROPERTY
All content on this site, including but not limited to product designs, photography, video, text, graphics, the SnowTale name and logo, and the design, selection and arrangement thereof, are owned by SnowTale or its licensors and are protected by UK and international intellectual property laws. You may use the Services for personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works of, publicly display, republish, download, store, or transmit any material on the Services without our prior written consent. Unauthorised use may result in legal action.
11. RELATIONSHIP WITH SHOPIFY
This store is powered by Shopify. All sales and purchases you make in our store are made directly with SnowTale, not with Shopify. You acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and SnowTale, including any injury, damage, or loss resulting from purchased products or services. You expressly release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases with SnowTale.
12. GOVERNING LAW & JURISDICTION
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of England and Wales. Any disputes shall be resolved exclusively in the Courts of England and Wales.
13. CUSTOMER ACCEPTANCE & ACKNOWLEDGEMENT
By completing checkout on the SnowTale store, the customer expressly confirms that they have read, understood, and accepted in full: these Terms of Service, the Returns, Refunds & Warranty Policy, the Shipping Policy, and the Privacy Policy. The customer acknowledges that all timelines, eligibility conditions, evidence requirements, non-returnable item exclusions, safe-use conditions and dispute-resolution procedures set out in those documents are binding on the transaction.
14. PRE-CHARGEBACK CONTACT REQUIREMENT & FRIENDLY FRAUD
By placing an order, the customer agrees to contact SnowTale customer service first via the Contact page on our store and allow a minimum of seven (7) business days for direct resolution before initiating any chargeback with their bank or payment provider. Chargebacks filed without prior good-faith attempt at direct resolution, or filed for parcels with a confirmed courier delivery scan to the customer's order address, may be classified as friendly fraud and contested with the customer's payment provider with the courier delivery evidence and the customer communication record submitted in defense. Where a chargeback is ruled in SnowTale's favour, SnowTale reserves the right to pursue the customer for the chargeback fee of £10 GBP or local equivalent, administrative costs, and any associated recovery costs, and to report the customer to fraud-sharing networks (Verifi, Ethoca, Disputifier) and to the relevant consumer fraud authorities where applicable.
15. NO PARTIAL REFUNDS
No partial refunds are issued under any circumstances. Where a return is approved under the Returns, Refunds & Warranty Policy, resolution is either (a) full refund upon receipt of the returned item in eligible condition, or (b) no refund and item kept by customer. Negotiated partial refund offers are not entertained.