Terms of Service

letmepersonalise.com is operated by GrowthRelay(“we”, “us”). They are an agreement between us and you, the business using the service (“you”, “the Seller”).

The service is for businesses. It is not intended for consumers buying a single item for themselves, and by using it you confirm you are acting for a business and are old enough to enter a contract where you live.

We have no agreement with your customers. You sell to them; we make and ship what you tell us to. Their contract for the purchase is with you, and the returns, tax and consumer-law obligations that come with selling to them are yours.

In outline, and in the order it happens:

• You connect a sales channel — today that is a ShipStation account — and choose which of its stores we should read.
• We import the orders from those stores, and match each line to a product in our catalogue. A line we cannot match waits for you to tell us what it is.
• You place the artwork for each order on the engraving areas the product offers, and pay from your wallet.
• We manufacture the item, ship it to the address on the order, and send the carrier and tracking number back to the sales channel so your customer is notified.

We do not design anything. You supply a finished image for each area to be engraved; that file is what goes on the product. We do not set type, choose fonts, or redraw what you send.

You are responsible for what happens under your account, including anything done by people you give access to. Keep your password to yourself, use one that is not used anywhere else, and tell us promptly if you think someone else has got into the account.

Give us accurate details and keep them current. We may suspend an account whose details we cannot rely on, because they are what an order and an invoice are built from.

To import orders you give us credentials for your own sales-channel account. By doing so you confirm you are entitled to grant that access, and you authorise us to read orders from the stores you select and to mark those orders as shipped once we have shipped them.

We store those credentials encrypted and use them for nothing else. You can remove a connection at any time, which stops us reading anything further from it.

A connection only takes on orders placed after you made it. Orders your shop handled before that point are not imported, and you can ask us to include earlier history if you want it.

Your agreement with the sales channel remains between you and them, and their rules continue to apply to you. Nothing here overrides them.

“Artwork” means every image you upload and every instruction you give us about what to put on an item, including text supplied by your customer.

By uploading artwork you confirm that:

• you own it or have permission to use it for this purpose, including permission to have it reproduced on a physical product and sold;
• it does not infringe anyone’s copyright, trade mark, design right, or right to their own name or likeness; and
• it is not unlawful, and does not break clause 6.

You keep ownership of your artwork. You grant us only the permission we need to provide the service: to store it, prepare it for the machine that will cut or print it, produce the item, and keep a copy for our records of what we made and for handling any dispute about it.

We do not check whether you have the rights to what you send. We have no practical way to, and we do not try. If a claim is brought against us because of artwork you supplied, you agree to cover our reasonable costs and any damages arising from it.

We may refuse or stop any job, at any point, if we believe the artwork breaks this clause or clause 6. If we refuse a job you have already paid for, we credit your wallet for it.

We will not produce items that:

• copy someone else’s brand, logo or design without permission, or are intended to pass as another company’s goods;
• promote hatred against, or violence towards, people on the basis of race, ethnicity, national origin, religion, sex, gender, sexual orientation, disability or any similar characteristic;
• sexualise children, or use a child’s image in a sexual context;
• are weapons, or are intended to be used as part of one, or encourage self-harm or serious violence;
• would break the law where they are made or where they are being shipped to, or breach trade sanctions; or
• use someone’s name, face or signature in a way they have not agreed to.

This is a judgement we make and it is final. Repeatedly sending work of this kind is grounds for closing your account under clause 14.

Two separate things: what an order costs, and what a plan costs.

Per order, you pay for the product, the shipping, and the personalisation. A product’s price is for the item alone; each area you place a design on is charged on top — engraving at your plan’s rate per area, embroidery per area by that area’s stitch count — so an item personalised on two sides costs more than one personalised on a single side. The price of each is shown before you pay and is the price charged. We take no commission on your sale. What your customer paid you is yours, and we neither see it as revenue nor take a share of it.

Per year, a paid plan is charged in advance for the year ahead. The plans, their prices and what each includes are shown on your plan page. There is a free plan, and it has no charge. Where a plan includes work we do for you — listings made ready to publish, help setting up a shop — that work is delivered once, when you first take the plan, not again at each renewal.

Prices for products and shipping can change — materials and carrier rates do. A change never affects an order you have already paid for. We will tell you before a change to the price of a plan you are on.

Prices exclude any tax, duty or customs charge unless we say otherwise. Import duties on a parcel going to your customer are not included in the shipping you pay us.

Orders are paid from a prepaid balance held in your account, not billed afterwards. You add funds; the cost of an order is taken from the balance when you send it to production. An order cannot be sent to production without the balance to cover it.

You can add funds by bank transfer, or by card through Square where your wallet page offers it. A card payment is added to your balance once Square confirms it; a transfer, once we see it arrive. The card processing fee is ours — your balance is credited with the full amount you paid.

Every movement in and out is recorded as a permanent entry you can read on your wallet page. We do not adjust a balance by overwriting it, so the history always adds up to what is there.

Funds you add are credit for buying production from us. They are not a deposit and they earn no interest. If you close your account with an unspent balance, contact us and we will return it, less anything already owed.

There is a point of no return, and it is the moment production starts. A personalised item cannot be sold to anyone else — a name engraved on it makes it worthless to every other customer — so once we have begun cutting it, it is yours.

Before production starts you can change the variant, the shipping service and the delivery address, or cancel the item outright. Changing something that alters the price settles the difference either way. Cancelling returns the full amount you paid for that item to your wallet.

After production has started, an item cannot be changed or cancelled. If you need something done at that point, ask us and we will tell you honestly whether it is still possible.

If we engrave the wrong thing, engrave it in the wrong place, use the wrong material, or send out an item that is damaged or faulty, tell us within 30 days of delivery with a photograph. Where it is our mistake we will remake and reship the item at our cost, or credit your wallet for it — our choice, whichever is quicker for your customer.

We are not responsible for the content of what you asked for. A misspelled name, the wrong date, or an image that was too low-resolution to engrave cleanly is not a defect in our work. Where an uploaded file is too low-resolution for the area it is going on, we flag it before production rather than reject it, so that the decision to go ahead is yours.

Refunds and returns for your customer are between you and them. We are not able to accept a return directly from them.

We ship to the address on the order. An address that is wrong or incomplete when it reaches us is not something we can correct, and a parcel lost because of one is not refundable — you can change the address up until production starts.

Production times and shipping estimates are estimates. Carriers, customs and weather are outside our control, and a missed estimate is not by itself a defect.

The item is at your risk from the moment we hand it to the carrier. We send the carrier and tracking number back to your sales channel once it is shipped; if that channel is unavailable we retry, and you can also read the tracking number in your own orders.

A plan is yearly and renews until you cancel it. Cancelling stops the next renewal; it does not refund the year you are in, and you keep the plan’s benefits until the year you have paid for ends.

If a renewal payment fails, you keep your plan for seven days while the card is tried again. If it still has not been paid after that, your account moves to the free plan until it is.

Paid plans are billed by card through Stripe where your plan page offers it, or as arranged with us. Moving to a larger plan takes effect straight away, and Stripe charges the difference for the rest of the year. Moving to a smaller plan, or cancelling, takes effect when the year you have paid for ends. A plan arranged with us directly changes when we apply it. Moving to a smaller plan can reduce what your account allows, such as how many stores you may connect. Orders already placed are unaffected.

We aim to keep the service available but do not promise it will be uninterrupted. We may take it down for maintenance, and we may change how features work as it develops.

The service is early. Features are still being added and some are incomplete. We will not make a change that takes money from your wallet or alters an order you have already paid for.

You can stop using the service whenever you like. Ask us to close your account and we will, once any order in production has been completed and shipped.

We may suspend or close an account that breaks these terms, does not pay what it owes, repeatedly sends artwork we will not make, or is being used unlawfully. Where it is reasonable to do so we will warn you first and give you a chance to put it right. If we close your account we refund any unspent wallet balance, less anything owed.

Closing an account does not cancel orders already in production, and does not end the clauses that are meant to survive it — 5, 15, 16 and 17.

Nothing here limits liability that cannot be limited by law — including for death or personal injury caused by negligence, or for fraud.

Subject to that, we are not liable for:

• profit, revenue or sales you did not make, goodwill, or business opportunity — however caused;
• anything arising from artwork you supplied, including a claim brought by whoever owns it;
• what your sales channel, a carrier, or a customs authority does or fails to do; or
• an order we could not import because your connection to a sales channel stopped working.

Our total liability to you for any claim is capped at the greater of the amount you paid us for the specific order the claim concerns, or the total you paid us in the three months before the claim arose.

Except as set out in clause 10, the service and everything we produce under it are provided as they are, without any warranty that is not written down here.

Running the service means we hold information about your customers — their names, delivery addresses and whatever they asked to have engraved. We handle it on your behalf and only to do the job. What we collect, why, who we share it with and how long we keep it is set out in our Privacy Policy, which forms part of these terms.

We do not sell your data or your customers’ data, and we do not use your product listings or artwork to compete with you.

We may update these terms. If a change matters to you — price, liability, or what you are promising us — we will tell you before it takes effect. Continuing to use the service after that is acceptance of the new version. The date at the top is how you tell which version you are reading.

The law that governs these terms and the courts that hear any dispute under them will be stated here. Until then, nothing in this clause limits any right you have under the law that applies to you.

If any part of these terms turns out to be unenforceable, the rest stays in force. Not enforcing something straight away does not mean we have given it up.

The fastest route for anything about a specific order is the Messages page inside your account, which reaches our staff directly.