Terms and Conditions

Welcome to House of Persephone. By accessing or making a purchase from our website, you agree to be bound by the following Terms & Conditions. Please read them carefully before using our services. If you do not agree with any part of these terms, please refrain from using our website.

1. General Information

House of Persephone operates from London, England, United Kingdom. These Terms & Conditions are governed by the laws of England and Wales.

2. Products & Services

House of Persephone specialises in handmade art and decor. Due to the handmade nature of our products, slight variations in colour, texture, and size may occur. These variations do not qualify as defects.

3. Ordering & Payment

We accept the following payment methods:

Visa
MasterCard
American Express
PayPal
Apple Pay
Google Pay

All payments must be completed before orders are processed. We reserve the right to refuse or cancel an order if fraud or an unauthorised transaction is suspected.

4. Shipping & Delivery

We currently ship to England, Wales, and Scotland.

Processing Time: Each item is handmade and may take up to 5 days to process and dispatch.

Delivery Options:

Standard Delivery: £2.95 (3-5 business days)
Express Delivery: £5.95 (1-2 business days)
Free Standard Delivery: Available on orders of £35 and above.

Shipping times are estimates and may be subject to delays beyond our control (e.g., postal strikes, weather disruptions).

5. Returns & Exchanges

We accept returns under the following conditions:

Returns must be requested within 7 days of delivery by contacting Lana@HouseofPersephone.co.uk.
Buyers are responsible for return postage costs.
Items must be returned in their original condition. If they are damaged upon return, the buyer is responsible for any loss in value.
Once the item is assessed, a refund will be processed.

If an item is damaged during delivery or is missing, please contact Lana@HouseofPersephone.co.uk with your order number, a description of the issue, and supporting images.

Custom Orders: Due to the bespoke nature of custom-made products, they may not be eligible for refunds or returns. If you have concerns, please reach out before placing a custom order.

6. User Reviews & Feedback

We welcome customer reviews and feedback, but we reserve the right to moderate or remove any content that:

Contains offensive, defamatory, or misleading information.
Is unrelated to the product or customer service experience.
Is focussed on delivery or delivery times, as these are managed by third-party couriers and beyond House of Persephone’s control.
Is suspected to be fraudulent or spam.

By submitting a review, you grant House of Persephone the right to use, publish, and share your feedback for promotional purposes.

7. Loyalty Program - Underworldlings

House of Persephone offers a complimentary loyalty program known as Underworldlings (“the Program”). By participating, you agree to the following terms:

Eligibility. The Program is available to customers with a registered account on our website. No purchase is necessary to join.
Earning Tokens. Members earn 1 Token for every £1 spent. Tokens are awarded after successful purchase and payment. Occasionally, we may offer bonus Tokens as part of special promotions.
Redeeming Tokens. Customers can redeem loyalty tokens earned through the Underworldlings Rewards Program for fixed discounts, subject to a minimum spend. Redemptions must meet the minimum order subtotal (before shipping and after any other discounts). The following fixed reward options are currently available:

50 tokens = £2 off when you spend £10 or more
100 tokens = £5 off when you spend £20 or more
175 tokens = £10 off when you spend £40 or more
250 tokens = £20 off when you spend £60 or more

Only one reward may be redeemed per order. Tokens cannot be exchanged for cash, gifted, or transferred between accounts. Discounts apply only to eligible subtotal amounts and cannot be used to reduce the minimum spend required.

Token Expiry. At present, Tokens do not expire. However, House of Persephone reserves the right to introduce an expiry policy in the future, with reasonable notice provided to members.

Birthday Rewards. Members are eligible to receive bonus Tokens on their birthday, awarded once per calendar year. If you change your birthdate after receiving birthday Tokens in a given year, you will not receive additional birthday points on the new date that same year. Your next birthday reward will be issued on the new date the following year. This policy ensures fairness across all Underworldlings. Please ensure your birthdate is accurate in your account settings.
Returns & Token Adjustments. If you return an item for a refund, the Tokens earned from that purchase will be deducted from your loyalty balance. This ensures that only completed, retained purchases count toward your rewards. If your Token balance is lower than the amount being deducted (e.g., you’ve already redeemed them), this may result in a negative balance. Future Tokens will be used to offset the difference.
Abuse & Fair Use. We reserve the right to withhold or cancel Tokens in cases of suspected fraud, misuse of the Program, or violation of our general Terms & Conditions. This includes (but is not limited to) creating multiple accounts, bulk purchasing for resale, or exploiting glitches or errors.
Communication & Marketing Consent. By joining the Underworldlings loyalty program, you consent to receive occasional emails related to your membership, including Token balance updates, birthday rewards, exclusive offers, and other promotional content. You can manage your email preferences or unsubscribe at any time by visiting the ‘Settings’ section of your account. Unsubscribing will not remove you from the loyalty program, but you may miss out on announcements about rewards, seasonal bonuses, and member-only perks.
Program Changes. We may update, suspend, or discontinue the Program (or aspects of it) at any time. Changes will be communicated via our website or email.

8. Intellectual Property

All designs, images, and content on this website are the property of House of Persephone. You may not copy, reproduce, or distribute any content without our written permission.

9. Limitation of Liability

House of Persephone is not liable for any indirect, incidental, or consequential damages arising from the use of our products or website.

10. Changes to These Terms

We reserve the right to update these Terms & Conditions at any time. Changes will be posted on this page, and continued use of our website implies acceptance of the updated terms.