These Terms & Conditions apply when you use the Martelo & Mo Ltd. website or purchase products from us. By placing an order, you agree to these terms together with our Shipping & Delivery, Returns and Privacy policies.

Martelo and Mo Ltd. is a UK business based in Hertford, England.

Products

We design and handcraft wooden trays in our Hertford workshop, including in-stock, made-to-order and bespoke pieces.

We make every effort to accurately represent our products, dimensions, colours and finishes online. However, wood is a natural material, and variations in grain, colour, knots and other natural characteristics are to be expected. These variations make each tray unique and are not considered faults.

Colours may also appear slightly different depending on your screen or device.

We may occasionally make minor improvements to our products, materials or manufacturing methods without prior notice, provided these do not materially change the product ordered.

Orders & Payment

All orders must be paid for in full unless otherwise agreed in writing.

Payments made through our Shopify website are securely processed by our payment providers. We do not have access to your full card details.

Once your order has been placed, you will receive an order confirmation by email. Please check that your product, size, finish and delivery information are correct and contact us as soon as possible if anything needs changing.

We reserve the right to cancel an order in exceptional circumstances, including an incorrect price, unavailable product or material, suspected fraud or an order we are unable to fulfil. If we cancel an order after payment, you will receive a full refund.

Bespoke & Custom Orders

We offer bespoke trays, including custom dimensions, colours and other specifications.

Please check all measurements and specifications carefully before confirming your order. Once production has started, we may not be able to make changes.

Bespoke, personalised and custom-made products created specifically to your requirements cannot normally be cancelled or returned simply because you have changed your mind.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Lead Times & Delivery

Our typical dispatch times are:

• In-stock items: 1–2 working days
• Made-to-order items: 3–5 working days
• Bespoke orders: 1–2 weeks
• Large quantity orders: 1–4 weeks

These are estimated production times and may occasionally vary.

UK and international orders are sent using DHL Express.

Full information about delivery charges, international customs fees, tracking and failed deliveries can be found in our Shipping & Delivery Policy.

Returns & Faulty Items

Returns of eligible standard products are accepted in accordance with our Returns Policy and your statutory consumer rights.

Please contact us if your order arrives damaged, faulty or is not as described. We may ask you to provide photographs of the product and packaging so we can resolve the issue.

Bespoke, personalised and genuinely custom-made products are excluded from change-of-mind returns, but this does not affect your legal rights where a product is faulty or not as described.

Nothing in these Terms & Conditions limits your statutory rights.

Product Care

Our trays are designed for normal domestic or commercial use and should be cared for in accordance with the care instructions provided on our website.

Natural changes in timber colour and appearance over time are normal. Damage caused by misuse, inappropriate cleaning, excessive moisture, heat, scratching, impact or failure to follow our care instructions is not considered a manufacturing fault.

Trade & Large Orders

Trade and large-quantity orders may be subject to separately agreed pricing, lead times, payment terms and delivery arrangements.

Where separate terms have been agreed with you in writing for a trade or large order, those terms will apply alongside these Terms & Conditions.

Intellectual Property

All Martelo & Mo Ltd. product designs, photographs, illustrations, text, branding, logos and other original website content remain the intellectual property of Martelo & Mo Ltd. unless otherwise stated.

They may not be copied, reproduced or used commercially without our prior written permission.

Liability

We do not exclude or limit any liability where doing so would be unlawful, including your statutory rights relating to faulty or misdescribed goods.

We are not responsible for losses that were not reasonably foreseeable when your order was placed or for losses resulting from circumstances outside our reasonable control.

Nothing in these terms limits any rights you have under UK consumer law.

Privacy

We handle your personal information in accordance with our Privacy Policy.

Your details may also be shared with companies that are necessary to fulfil your order, such as payment providers and delivery couriers.

Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the UK, you may also have the right to bring proceedings in the courts where you live.

Changes to These Terms

We may update these Terms & Conditions from time to time. The terms that apply to your purchase will be those in force when your order is placed.

Last updated: September 2026

Contact Us

If you have any questions about an order or these Terms & Conditions, please contact us at: info@marteloandmo.co.uk