Clear expectations. Considerate choices.
A practical guide to using MERAS, sharing information and understanding the current order and booking rules. Ask our team if you need an explanation for your situation.
Using the platform
Share accurate details, respect makers and other visitors, and review what you are buying or booking. Use the platform’s messages and payment steps so the details of an agreement stay together.
Your information
Your mobile number is used for sign-in and communications about your activity. Identity and payout records are not shown on public maker pages. Helper and staff actions on behalf of a maker require permission and are recorded.
Language, text size and contrast choices are saved on this device using preference cookies. You can change them in Display settings.
Handmade pieces & delivery
Check materials, dimensions, availability and delivery options on the piece and during checkout. If a delivered piece is damaged or not as described, report it within 7 days of delivery. For made-to-order pieces, the current return route covers damage. Our team reviews order problems.
Keep the order reference and photos of the problem when you contact the team.
Workshop cancellations
Under the current booking rules, cancelling 72 hours or more before a workshop qualifies for a full refund. A later cancellation receives a voucher. If the maker cancels, the booking is refunded. Check your session details and ask the team if you need help.
Stories, images & consent
The platform team publishes heritage content and its references. Makers share their own profile stories and work. Only share photographs, recordings or other material you have permission to use, including the permission of people who appear in them.
Questions about these guidelines?
Contact the team before confirming if any detail is unclear. For an existing order or booking, include its reference so we can look at the right information.