Terms of Service

These Terms of Service ('Terms') govern your use of the SISTROS. website and the purchase of products from us. In the United Kingdom, the SISTROS. brand is operated by SISTROS LTD. For customers in the European Union and Poland, services are provided by Lena Strukow SISTROS.

By placing an order or using our website, you agree to be bound by these Terms, our Privacy Policy, and any additional terms referenced herein. If you do not agree, please do not use our services.

These Terms comply with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Digital Markets, Competition and Consumers Act 2024, and the Electronic Commerce (EC Directive) Regulations 2002. For EU/Polish customers, these Terms also comply with Directive 2011/83/EU, Directive (EU) 2019/771, and the Polish Consumer Rights Act of 30 May 2014.

In these Terms, the following definitions apply:

• 'Custom Product' or 'Bespoke Goods' — any product manufactured, personalised, or embroidered to your individual specifications, including custom text, colours, or design choices
• 'Standard Product' — a pre-made, non-personalised item available from our catalogue without bespoke customisation
• 'Order' — your request to purchase one or more products from us, submitted through our website
• 'We', 'Us', 'Our' — SISTROS LTD (for UK customers) or Lena Strukow SISTROS (for EU/Polish customers)
• 'You', 'Your' — the individual placing an order or using our website
• 'Contract' — the legally binding agreement formed between you and us when we accept your order

To place an order, you may be required to create an account. When registering, you agree to the following:

• You must be at least 18 years of age to create an account and place orders
• You must provide accurate, complete, and up-to-date information
• You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account
• You must notify us immediately of any unauthorised use of your account at [email protected]

SISTROS. specialises in bespoke apparel featuring custom embroidery. The majority of our products are Custom Products made to your specifications.

When placing a custom order, you acknowledge that:

• Custom Products are made to your individual specifications, including personalised text, thread colours, embroidery style, and garment choices
• Slight variations in colour, texture, and embroidery placement are inherent to handcrafted goods and do not constitute a defect
• You are responsible for reviewing and approving your design before production begins
• Once production of a Custom Product has commenced, it cannot be altered or cancelled

We reserve the right to refuse any design that infringes third-party intellectual property rights, contains offensive material, or is otherwise unlawful.

All prices displayed on our website are inclusive of VAT where applicable. Payment is processed securely through Stripe.

• Prices are shown in GBP (£) for UK customers and may also be displayed in EUR (€) or PLN (zł) for EU/Polish customers
• We accept major credit and debit cards, Apple Pay, Google Pay, and other payment methods supported by Stripe
• Payment is taken at the time of order submission. Your order constitutes an 'order with obligation to pay'
• We reserve the right to change prices at any time, but changes will not affect orders already placed and confirmed

A legally binding contract is formed as follows:

• You place an order through our website by selecting products, customisation options, and completing checkout
• You receive an automatic order acknowledgement email — this is not yet acceptance
• We review your order and, if accepted, send a confirmation email — at this point a binding contract is formed
• For Custom Products, production begins after your design approval

We reserve the right to decline any order, for example if a product is out of stock, we suspect fraud, or the design is unlawful.

Your cancellation rights depend on whether the product is a Custom Product or a Standard Product.

We aim to deliver your order within the estimated timescales provided at checkout:

• UK Standard Delivery: 2–3 working days after dispatch
• European Delivery: 5–7 working days after dispatch
• International Delivery: 7–14 working days after dispatch

Custom Products require additional production time (typically 7–10 working days from design approval), which is in addition to shipping time.

Risk of loss or damage passes to you upon delivery. If goods are damaged in transit, please contact us within 48 hours with photographs of the damage.

Our returns policy reflects the bespoke nature of our products:

All our products must be of satisfactory quality, fit for purpose, and as described. Under the Consumer Rights Act 2015 (UK) and Directive (EU) 2019/771:

• Satisfactory quality: goods must meet the standard a reasonable person would expect, considering price, description, and all relevant circumstances
• Fit for purpose: goods must be fit for any particular purpose communicated to us before purchase
• As described: goods must match the description provided on our website and in design approvals

If goods do not conform, you may be entitled to a repair, replacement, price reduction, or refund in accordance with your statutory rights.

For EU/Polish customers: you have 2 years from delivery to report non-conformity. You must report defects within 2 months of discovery (Poland: within 1 year).

All content on the SISTROS. website — including brand name, logos, photography, design templates, and text — is our intellectual property or used under licence.

• You retain ownership of any original designs or artwork you upload for custom orders
• By submitting a design, you grant us a non-exclusive, royalty-free licence to use it solely for the purpose of producing your order
• You warrant that any design you submit does not infringe the intellectual property rights of any third party

To the fullest extent permitted by law:

• Our total liability to you for any claim arising from or related to an order shall not exceed the price paid for that order
• We shall not be liable for any indirect, incidental, or consequential losses
• Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law
• Your statutory rights under the Consumer Rights Act 2015 and Directive (EU) 2019/771 are not affected

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control (force majeure), including but not limited to natural disasters, strikes, pandemics, or supplier failures.

We process your personal data in accordance with the UK GDPR, Data Protection Act 2018, and (for EU/Polish customers) Regulation (EU) 2016/679 (GDPR).

For full details on how we collect, use, and protect your data, please see our Privacy Policy.

We aim to resolve any disputes amicably. If you have a complaint:

• Contact us first at [email protected] — we will endeavour to resolve your issue within 14 days
• UK customers: these Terms are governed by the laws of England and Wales, and disputes are subject to the exclusive jurisdiction of the English courts
• EU/Polish customers: you may also submit a complaint via the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr

Polish customers may additionally seek assistance from the UOKiK (Office of Competition and Consumer Protection) or file a claim with the competent provincial court (sąd powszechny).

We may update these Terms from time to time. Changes will be posted on this page and, where significant, communicated via email. Continued use of our website after changes constitutes acceptance of the revised Terms.

If you have any questions about these Terms, please contact us: