Terms of service
Last updated: August 2026
1. About Us
Baywell Studio creates handmade, made-to-measure café curtains from our studio in Charlbury, Oxfordshire. Every order is made individually using natural fabrics and crafted to the measurements you provide.
For the purposes of these Terms and Conditions, Baywell Studio is a sole trader business operated by Sarah-Jane Santos, of Charlbury, Oxfordshire, United Kingdom. You can contact us at hello@baywellstudio.co.uk.
By placing an order through our website, you agree to these Terms and Conditions. Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015.
2. Definitions
In these Terms:
- "We", "us", "our" means Baywell Studio.
- "You", "your" means the customer placing an order.
- "Website" means baywellstudio.co.uk and any related pages.
- "Products" means the made-to-measure café curtains, samples, and any other items we sell.
- "Made-to-Measure Items" means curtains produced to your specifications, including size, fabric, and heading style.
- "Samples" means the small fabric swatches offered to help you choose.
- "Order" means your request to purchase Products from us.
- "Working Days" means Monday to Friday, excluding UK public holidays.
3. Ordering and Order Acceptance
When you place an Order through our website, you are making an offer to buy from us. A binding contract is formed only when we send you an order confirmation email and payment has cleared.
We reserve the right to decline any Order at our discretion, including where a fabric is out of stock, measurements are outside our making range, or payment cannot be verified. If we decline an Order, we will refund any payment taken in full.
Please check all details carefully before placing your Order, as production begins based on the information you provide.
If you have unusual windows or require measurements outside those available on our website, please contact us before ordering.
4. Measurements
You are responsible for providing accurate measurements at the time of Order.
We provide measuring guidance on our website to help you order with confidence. If you are unsure at any stage, please get in touch before placing your Order.
We cannot accept responsibility for curtains that do not fit where the measurements supplied were incorrect. We do not offer a free remake in these circumstances.
5. Pole Compatibility for Rod Pocket Styles
Our standard Rod Pocket and Double Rod Pocket curtains are made to accommodate curtain poles up to 19mm in diameter. This covers the common café pole sizes available on the UK market.
If your pole is wider than 19mm, please tell us the exact diameter in the "Message for the maker" field at checkout, and we will adapt the pocket to fit. If no message is left, we will make the pocket to the standard 19mm size.
Pleated curtains use rings that clip onto poles of most standard sizes, so pole diameter is not a constraint for that style.
6. Made-to-Measure Products and Cancellation
Every curtain is made specifically for you. Because Made-to-Measure Items are personalised, they are exempt from the standard 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
We offer a 48-hour grace period from the moment you receive your order confirmation. Within this window, you may cancel your Order for a full refund by contacting us in writing at hello@baywellstudio.co.uk. After 48 hours, we begin preparing your fabric and cutting, and cancellation is no longer possible.
This does not affect your statutory rights if an item is faulty, damaged, or not as described.
7. Fabric Samples
We strongly recommend ordering fabric samples before placing your curtain Order.
Samples are £2 each and include free UK delivery. Natural fabrics can appear different depending on lighting, surrounding colours, and screen settings. Samples let you see the true colour, texture, and weight in your own home before committing.
Please note that fabric colours may show slight variation between samples and finished curtains due to dye lots. This is a natural characteristic of the materials we use, not a fault.
8. Natural Fabrics and Handmade Character
Our collection uses natural linen and cotton fabrics.
As with all natural fibres, slight variations in weave, texture, colour, and small irregularities are part of their character and are not considered faults. Fabric may soften further with use and exposure to light over time.
Each curtain is individually cut and sewn by hand. Small variations in finished measurements, typically within one centimetre either side of the size ordered, are a normal characteristic of handmade goods and are not considered defects.
9. Pricing and Payment
All prices are shown in Pounds Sterling (GBP) and are the prices in effect at the time you place your Order.
Baywell Studio is not currently registered for VAT. If our VAT status changes, we will update this policy and it will affect Orders placed after that change.
Payment is required in full at the time of ordering. We accept the payment methods shown at checkout. Production begins after your payment has cleared.
We reserve the right to change prices at any time without notice, but this will not affect Orders that have already been confirmed.
10. Lead Times
Our current lead time is 3 to 4 weeks from order confirmation to dispatch. This is an estimate rather than a guarantee, and reflects the individual nature of every Order.
We will always aim to complete Orders within the stated timeframe. If a significant delay is likely, for example due to fabric supply, illness, or events outside our control, we will contact you as soon as possible with an updated timeline.
11. Delivery
We ship to addresses in the United Kingdom as standard. Delivery to the rest of the world is available on request; please contact us before ordering if you are outside the UK.
UK delivery of curtains is a flat fee of £7.50 per Order, sent by Royal Mail Tracked 48 with signature required. Samples are £2 each and include free UK delivery.
Risk of loss and damage passes to you once your Order has been delivered to the address you provided at checkout, or to a person who signs for it at that address.
Please inspect your Order promptly after delivery and notify us of any issues within the timeframes below.
12. Damaged or Lost in Transit
Please notify us within 48 hours of delivery if any item has arrived damaged, and include photographs of both the packaging and the item.
If an Order does not arrive within 14 days of the expected delivery date, please notify us and we will investigate with the carrier.
Prompt notification allows us to claim from the carrier and arrange a replacement or refund quickly.
13. Faulty Goods and Statutory Rights
If your Order arrives faulty or has been made incorrectly, please contact us at hello@baywellstudio.co.uk within 30 days of delivery. Include photographs and a description of the issue.
Where a genuine fault exists, we will either repair, replace, or refund the item in accordance with your rights under the Consumer Rights Act 2015.
Nothing in these Terms limits your statutory rights.
14. Curtain Care
Please follow the care instructions supplied with your curtains.
Natural fibres can shrink or lose finish if washed incorrectly. We recommend gentle spot cleaning or professional cleaning where appropriate.
We cannot accept responsibility for damage caused by incorrect washing, drying, ironing, or storage.
15. Installation
You are responsible for ensuring your curtain rods, fixings, and brackets are suitable for the Product and securely installed.
We accept no responsibility for damage to the Product, your property, or persons caused by incorrect installation or unsuitable hardware.
16. Colours on Screen
We make every effort to display our fabrics as accurately as possible. Colours may still appear differently between computer, tablet, and phone screens.
For this reason, we strongly recommend ordering fabric samples before placing an Order.
17. Events Outside Our Control
We are not responsible for delays or failures caused by events outside our reasonable control. This includes fabric supplier delays, illness, courier delays or strikes, extreme weather, and any circumstance that materially affects our ability to fulfil an Order.
If such an event occurs, we will contact you as soon as possible with revised timelines and, where a significant delay is unavoidable, offer you the choice of continuing to wait or receiving a full refund.
18. Our Responsibility to You
If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill.
Our total liability to you in respect of any Order will not exceed the price you paid for that Order.
We are not liable for any indirect or consequential losses, including loss of income, loss of business, or loss of anticipated savings.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under UK law.
19. Complaints
If you are unhappy with your Order or our service, please contact us at hello@baywellstudio.co.uk and we will do our best to put things right.
We will acknowledge your complaint within 3 to 5 working days and will keep you updated as we work towards a resolution.
20. Privacy
Your personal information is used only to process your Order, provide customer support, and comply with our legal obligations. Please refer to our Privacy Policy for full details.
21. Intellectual Property
The Baywell Studio name, logo, website content, product imagery, and design language are our intellectual property. You may not reproduce, copy, or use them for commercial purposes without our prior written permission.
22. Changes to These Terms
We may update these Terms and Conditions from time to time. The latest version will always be published on our website with the "Last updated" date.
Changes will not apply retrospectively to Orders that have already been confirmed.
23. Governing Law and Jurisdiction
These Terms and Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
24. Contact
Baywell Studio
Charlbury, Oxfordshire
United Kingdom
hello@baywellstudio.co.uk
Sarah-Jane Santos trading as Baywell Studio.