Terms and conditions of sale

• Davide Russo — Lotus Crochet
• Italian VAT no. IT03664580788
• Via Giacomo Matteotti, 7 — 50053 Empoli (FI)
• Contacts: info@lotus-crochet.it; direct message on Instagram, @lotus_crochet_art

The pieces are made by hand in Italy. These terms apply to distance selling to consumers and follow the Italian Consumer Code (Legislative Decree 206/2005) and Legislative Decree 70/2003 on electronic commerce.

Every piece is made by hand after the order, to the configuration you chose: model, size, yarn, colours and finishing. It is not an item picked off a shelf, but goods made to your own specification.

That is why small differences exist between one piece and another — the tension of the hand, the yarn batch, how colour renders on a screen — which are inherent to handmade work and are not defects. The measurements given are indicative, within a reasonable tolerance.

• You build the piece in the configurator. If you choose Gradient, Other or an open option, you first send a ticket: the request is pre-contractual and is not an order. Once configuration and price have been agreed, the summary and payment link are sent to the email address you entered; after payment, the receipt/invoice is sent to the same address.
• Once every option is defined, you add the piece to the basket.
• You enter your name, email address and full shipping address, then move to payment. The shipping cost depends on the country you enter.
• Before payment opens, the server recalculates the amount against the official price list: the price shown is the one actually charged, and in case of any discrepancy the server's recalculation always prevails.
• The contract is concluded when PayPal confirms the payment. From that moment you receive PayPal's receipt and, as soon as the work starts, a message from us.

We reserve the right not to accept orders that are manifestly mistaken, incomplete, or that call for work we are unable to carry out: in that case the amount is refunded in full and at no cost.

Prices are in euro and are the final amount due: the seller operates under the Italian flat-rate scheme (regime forfettario, Law 190/2014, art. 1, paragraphs 54 to 89), so the sale is not subject to VAT, which is neither charged nor shown on the invoice. Shipping is shown separately and added in the basket before payment.

Payment is made through PayPal, with a PayPal account or a card, on PayPal's systems. The seller never comes into possession of card details. No other payment method is available: conversations on Instagram are for asking questions before ordering, not for concluding the purchase.

The time shown on each model is working time, not delivery time, and runs from payment confirmation. On average 2–4 weeks, varying with the model and the time of year: before Christmas the list gets longer.

If for any reason the timing were to slip significantly, we write to you first: you can accept the new date or cancel the order and receive a full refund.

Shipping is tracked and the cost depends on the destination:

• Italy: 6,90 €, free above 150 € — Tracked courier, 2–4 working days.
• Europe: 16,90 €, free above 250 € — Tracked, 4–8 working days.
• Rest of the world: 29,90 € — Tracked, 7–15 days. Duties and customs are paid by the recipient.

For destinations outside the European Union, any customs duties, import taxes and clearance fees are borne by whoever receives the parcel: they depend on the destination country and cannot be calculated or paid in advance by the seller.

The shipping address is the one you enter in the basket: it is recorded on the PayPal order and shown back to you in the confirmation, so you can check it. The shipping cost is calculated from the country you enter there. If you spot a mistake, write to us on Instagram straight away quoting the order number: we can correct it as long as the parcel has not shipped.

The risk of loss or damage passes to you when you physically receive the parcel. Please check it is intact on delivery and tell us immediately about any obvious damage to the packaging.

Every creation is made to measure or clearly personalised to your instructions. For that reason the fourteen-day right of withdrawal that applies to distance purchases is excluded, under Article 59(1)(c) of the Italian Consumer Code (implementing Article 16(c) of Directive 2011/83/EU).

What remains is broader than the law requires: as long as the work has not started, writing to us is enough to cancel the order and get a full refund, with no reason needed. We confirm in our reply whether the work has already begun.

The exclusion does not apply to any pieces sold ready-made and non-personalised: for those, withdrawal applies within the ordinary fourteen days from delivery.

Products sold to a consumer carry the legal guarantee of conformity under Articles 128 ff. of the Italian Consumer Code: two years from delivery for lack of conformity.

Where there is a defect you are entitled to have conformity restored — repair or replacement — free of charge and, where that is impossible or disproportionate, to a price reduction or to termination of the contract. First of all, though, write to us with a photo: in most cases a handmade piece repairs better than it replaces.

Normal wear, damage from misuse or from washing other than as stated on the card that comes with the piece, and the handmade variations described in section 2, are not lacks of conformity.

Every piece arrives with handwritten care instructions. In short: cotton takes a 30-degree machine wash inside a mesh bag, dried flat and never tumble-dried; wool is hand-washed in cold water; lycra ribbon and faux leather are cleaned with a damp cloth. Following them is the condition for the guarantee to remain useful.

For any problem the first step is to write to us: a direct message on Instagram to @lotus_crochet_art. We answer and, where the mistake is ours, we put it right.

If no agreement is reached, a consumer may turn to a mediation or alternative dispute resolution body registered on the Italian ministerial lists, or to the competent Chamber of Commerce. The European ODR platform ceased operating on 20 July 2025 and is no longer available.

The contract is governed by Italian law. Any more favourable provisions of the law of the consumer's country of residence continue to apply. For disputes with a consumer, the court of the consumer's place of residence or elected domicile has jurisdiction.

These terms may be updated. The version published on the site at the moment you place your order is the one that applies; please read or save it before proceeding to payment.