Terms of service
Terms of Service
Last updated: 3 October 2026
These Terms of Service apply to purchases made through The Gentle Structure Co website.
By placing an order with us, you agree to these terms.
About us
The Gentle Structure Co sells handmade planners, journals and related products through this website.
Our online store is hosted by Shopify.
If you need to contact us, please email:
Products
We aim to describe and photograph our products as accurately as possible.
Because many of our products are handmade, slight variations may occur between items. Colours may also appear slightly different depending on your screen or device.
These small variations are part of the handmade nature of our products and do not affect their intended use.
Made to order
Our planners are handmade to order.
Please allow up to 3 working days for your order to be made and dispatched.
If an item requires a personalised or agreed adaptation, additional production time may occasionally be required. If this is the case, we will let you know.
Prices
All prices are shown in pounds sterling (£).
The price shown at checkout is the price you will pay, together with any applicable delivery charges.
If a pricing error occurs, we may contact you before fulfilling the order.
Payment
Payment must be made through the payment methods available at checkout.
Your order is not confirmed until payment has been successfully processed and you receive an order confirmation.
Delivery
Orders are currently sent using Royal Mail Tracked 48.
Delivery usually takes 2–3 working days after dispatch, although delivery times are estimates and may occasionally be affected by circumstances outside our control.
Please make sure your delivery address is correct when placing your order.
If you notice an error, contact us as soon as possible. We will do our best to make changes before dispatch, but this may not always be possible once an order has been sent.
Please see our Shipping Policy for further information.
Cancellations and returns
For standard, non-personalised products purchased online, you generally have the right to cancel your order within 14 days after receiving it, subject to applicable consumer law.
Please contact us if you wish to cancel or return an order.
Products made to your individual specifications or clearly personalised may not be eligible for cancellation or return simply because you have changed your mind.
This does not affect your statutory rights where an item is faulty, damaged or not as described.
Please see our Refund Policy for full details.
Adapted and personalised planners
Where we agree to make a specific adaptation or personalisation, the details will be agreed with you before production begins.
Please check any details you provide carefully.
Once production has begun, it may not always be possible to change or cancel an adapted or personalised order.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
We may ask for photographs or other information so that we can understand what has happened and resolve the issue.
Your statutory consumer rights are not affected by these Terms.
Availability
All products are subject to availability.
Because our products are handmade, there may occasionally be circumstances where materials, equipment or supplies affect production.
If we are unable to fulfil your order, we will contact you and either agree an alternative or provide an appropriate refund.
Intellectual property
All original designs, planner layouts, written content, branding, graphics and other materials created by The Gentle Structure Co remain the intellectual property of The Gentle Structure Co unless otherwise stated.
You may not reproduce, copy, distribute or commercially use our designs or content without permission.
Website use
You must not misuse this website, attempt to interfere with its operation or use it for unlawful purposes.
We may update, change or remove website content where necessary.
Third-party services
Our website may use third-party services, including Shopify, payment providers and delivery providers.
We are not responsible for third-party websites or services that we do not control.
Privacy
We handle personal information in accordance with our Privacy Policy.
Please review our Privacy Policy for information about how your personal information is collected, used and protected.
Changes to these terms
We may update these Terms of Service from time to time.
The version that applies to your purchase will normally be the version in place when you place your order.
Governing law
These Terms are governed by the laws of England and Wales.
Nothing in these Terms affects any rights you have under applicable consumer law.
Contact
If you have any questions about these Terms, please contact:
The Gentle Structure Co
Email: gentlestructureco@outlook.com