Terms of service

Last updated: October 21, 2026

These terms explain the use of the helloursa online store and purchases made through it. In these terms, “we”, “us” and “our” refer to helloursa. You can contact us at service@helloursa.com.

Using our store

Please use the store lawfully and provide accurate information when placing an order or contacting us. You must be able to enter into a purchase agreement under the laws that apply to you, or have the permission of a parent or guardian where required.

You may not use the store to commit fraud, interfere with its operation, access another person’s account without permission, or distribute harmful software.

Our pieces and their descriptions

Product listings describe the materials, dimensions, included components and available options for each design. Please read the individual listing before ordering. Listing photographs show a reference design. The piece made for your order follows the same design concept, overall structure and listed dimensions.

Natural crystals, plants, moss and other botanical materials differ individually in shape, colour, texture and detail, so each piece has its own appearance. Screen settings and lighting may also affect the appearance of colour. Natural variations do not remove our responsibility to supply the piece as described and agreed with you.

Approval of your actual piece

Before dispatch, we email photographs of the actual piece prepared for your order. Please review them and reply to confirm that you are happy for us to send it. We will not dispatch without your confirmation.

If you would like an adjustment, reply before approving the piece so that we can discuss what is possible and agree on the next steps and timing. We will send updated photographs after any agreed adjustment and obtain your confirmation before dispatch. Waiting for your response or making agreed adjustments extends the dispatch schedule.

Prices and payment

The price and currency applicable to your order are displayed when you shop and at checkout. Every product and every order includes free worldwide shipping, applicable taxes and import duties, with no minimum spend. Your order total is the displayed price of your selected items, less any applied discounts. We do not add shipping, tax or duty charges at checkout or on delivery. Please read our shipping policy for the full delivery details.

Our store is hosted by Shopify. Payments are processed through the payment methods offered at checkout and their respective providers. Your payment must be successfully confirmed before we dispatch an order.

Orders and availability

Please check the piece, options, delivery address and contact details before placing your order. We send an order confirmation to the email address supplied at checkout.

If we discover that an ordered piece is unavailable or that there is a material error in its price or description, we will contact you. We will not charge a higher price or send a substitute without your agreement. If the order cannot be fulfilled, or you do not wish to proceed with a proposed correction, we will cancel the affected unshipped item and refund the amount paid for it without deducting an outbound delivery charge.

Dispatch and delivery

Standard orders normally dispatch within 3 days after payment is confirmed, provided you have approved the photographs of your actual piece. We will confirm updated dispatch timing if we are waiting for your reply or making agreed adjustments. Custom orders follow a production timeline agreed with you separately.

Inner foam fills open spaces and holds the crystal components in place. Outer foam surrounds the protected piece inside the shipping carton to cushion it during transport. The arrangement is adapted to each design. DHL Express transit is estimated at around 7 days after dispatch. Transit estimates can be affected by the destination, customs clearance and carrier conditions.

Our shipping policy provides the full delivery, packaging and tracking information, including what happens if we cannot dispatch within the stated time.

Returns, exchanges and warranty

We offer returns and exchanges for 60 days from delivery and a 60-day warranty covering faults in materials or workmanship. The conditions, return arrangements and support process are set out in our returns and warranty policy.

Approving the photographs before dispatch does not waive or reduce this 60-day support or any rights under applicable consumer law.

Care and use

Follow the care and use information supplied with your piece and in its product listing. Decorative objects should be handled carefully and placed on a suitable, stable surface. Any functional features, such as a clock or fragrance component, are governed by the instructions supplied for that product.

Privacy

Our privacy policy explains how information is used when you browse, order or contact us, and describes the privacy choices available to you.

Website content and links

Text, images, designs and other website materials may be protected by intellectual property laws. Rights remain with their respective owners. Please contact us if you would like permission to reuse any content.

Links to other websites may be provided for useful information or services. Those websites have their own terms and privacy practices.

Questions and consumer rights

If there is a problem with your order or your use of the store, please contact us so that we can work towards a resolution. Nothing in these terms excludes or restricts any rights, guarantees, remedies or responsibilities that cannot be excluded under applicable law.

Updates to these terms

We may update these terms as our store develops. The latest version will appear here with its update date. Changes do not retrospectively reduce the rights that applied to an order when it was placed.

Contact

Email service@helloursa.com or visit our contact page for questions about these terms.