1. About the Makerhood website 
Which areas does Makerhood Brixton cover?
Why can’t I use Makerhood Brixton if I don’t live or work in these areas?
How is this different from other websites selling handmade items?
What does Makerhood do with the money it collects?

2. Understanding the Makerhood website
Who is a maker?
What is a stall?
What is a forum?
What are workshops?
What is my account / username?
What is my display name?
What is my profile?
What are favourites?
How do I contact people on Makerhood?

3. Selling through Makerhood
How do I set up a stall?

4. Buying through Makerhood
Who can buy goods on Makerhood?
What can I buy on Makerhood?
How do I find goods?
Do I have to sign up and create a user account before I can buy something?
Do I have to set up my profile before I can buy anything?
How do I buy an item?
How do I pay for my purchases?
What about delivery?
Do I have to pay for delivery?
Are there any other charges on top of the price of the goods?
What if I want to return an item or get a refund?
I'm having a problem with an order I made - what should I do?
What happens when I buy something?
How do I see everything I have bought on Makerhood?
What does it mean if goods are ‘Out of stock’?
What if I want the goods in a different colour / size?

5. Your privacy
Is my information safe and secure with Makerhood?
Will you sell or give my information to third parties for the purpose of sending me marketing or promotional material?

6. Contacting Makerhood
I would like to talk to someone - how do I do that?
How do I report abusive or inappropriate behaviour?
I’m hopeless with computers – how can I get technical help?
I’m having problems with the website.

1. About the Makerhood website
Which areas does Makerhood Brixton cover?
Makerhood Brixton is for people who live or work in Brixton and surrounding areas: Camberwell, Clapham, Dulwich, Herne Hill or Stockwell.

Why can’t I use Makerhood Brixton if I don’t live or work in these areas?
The core idea behind Makerhood Brixton is localness. So we’re starting off where we live – in and around Brixton, south London - to test out the idea and concept. We also want to encourage Makerhood members to meet in person, improving connections and making friends throughout the local community – so we do not want the area we cover to be too large.

However, we would love it if local Makerhood teams set up in other areas, and of course we would be willing to help get the ball rolling and share our experience of launching after the beta testing here in Brixton. If you’d like to start your own Makerhood in your area email us at hello@makerhood.com.

How is this different from other websites selling handmade items?
Makerhood is more than an online marketplace with a community. It’s also about getting to know your local area. It encourages people to meet each other in real life as well as online. By supporting the making of goods locally, people can encounter other local people and share their enthusiasm for the area that they live in as they transact on a regular basis.

In the past the things that surround us were often made locally or passed on to us by previous generations. But in our global economy we have lost much of this tradition and the stories that go with it. A chair bought from Ikea tells a story, but it’s perhaps not as interesting as the story behind the chair made by your father’s next-door neighbour! The good news is that we can now bring back some of these connections. Local makers who cannot afford high-street premises can have an online presence, and we can meet and chat to people we may no longer bump into at the local café or bus stop. We can share our projects and ideas, and perhaps get a hand.

What does Makerhood do with the money it collects?
All of the money collected is used to help maintain the website, pay for technical support, and organise activities to support makers and skill sharing in our neighbourhood.

2. Understanding the Makerhood website
Who is a maker?
Anyone who sells locally made goods on the Makerhood site is called a maker.

What is a stall?
A stall is a page on the Makerhood website where a maker presents all of their goods to potential buyers. You have to sign up as a member of Makerhood before you can ask to set up a stall. Visit our sign up page to join us!

What is a forum?
The Makerhood forums are where people can ask questions and talk about anything to do with making. You need to be a member of Makerhood before you post in the forums.

What are workshops?
The workshop section of the Makerhood website advertises short courses, workshops or meet-up groups taking place in the areas covered by Makerhood (Brixton, Camberwell, Clapham, Dulwich, Herne Hill and Stockwell). Here, you can find out the details of the workshops on Makerhood and then contact the workshop leader directly to book a place. You may advertise any type of event at which people will be learning new making skills in the Workshops section.

What is my account / username?
When you sign up to Makerhood you choose a username and password. These are your account details that can be edited at any time by going to ‘Edit account’ in the top navigation bar. Other members of Makerhood will use your username to contact you through the Makerhood private messaging system.

What is my display name?
You choose your display name when you set up your Makerhood profile. This is the name that will be shown on the Makerhood website if you are a featured member or in the stall owner panel on the right hand side of your stall and goods pages if you are a maker.

What is my profile?
Your profile is where you tell other Makerhood members a little bit about yourself. You don’t have to have a stall on Makerhood to have a profile - we want to hear from everyone! You might like to tell people what you like to make, what you would like to learn to make, why you like to buy locally or what your favourite purchase from Makerhood was. Anyone can see your profile, so telling people about yourself can be a nice way of feeling part of the Makerhood community.

What are favourites?
Favourites are a way of making a note of stalls or goods that you particularly like. Once you have ‘favourited’ a stall or item by clicking on the ‘Favourite’ link, the stall details will be visible on your profile page. Anyone who visits your profile can see your favourites - it can be a nice way of showing makers how much you like their goods.

How do I contact people on Makerhood?
You can contact other Makerhood members using our private messaging system. Simply click on ‘Contact seller’ on their Goods page and send them a message. You can see the messages you have sent and received by going to ‘Messages’ in the top navigation bar. We will let you know if someone sends you a message through Makerhood by sending an email to the email address you signed up with. You can also post questions, ideas or stories on the Forums area so that all users can see these.

3. Selling through Makerhood
Please read our Seller’s guide for more detailed information about setting up a stall and selling through Makerhood, including your legal obligations as a seller.

How do I set up a stall?
It only takes a few minutes to set up your Makerhood stall. See our Seller’s guide for all the information you need!

4. Buying through Makerhood
Who can buy goods on Makerhood?
Anyone who is over 18 and lives or works in Brixton, Camberwell, Clapham, Dulwich, Herne Hill or Stockwell can buy goods on Makerhood. You need a credit or debit card, or a PayPal account to buy goods.

What can I buy on Makerhood?
Makerhood sells all kinds of goods that have been made in Brixton, Camberwell, Clapham, Dulwich, Herne Hill or Stockwell. These goods can be industrially produced or hand-made. Our makers’ goods range from furniture to fine art, postcards to purses and cushions to cupcakes!

How do I find goods?
If you know the type of goods you want, click on the appropriate category on the left-hand side of the home page. Or browse through all goods on the site by clicking on the Goods icon at the top of the page. If you know the name of the stall, type the name in the search box or browse through the stalls.

Do I have to sign up and create a user account before I can buy something?
Because you create a contract with the maker when you buy goods, you have to create a Makerhood account before you can buy.

Do I have to set up my profile before I can buy anything?
No, you can buy goods as soon as you create your user account. We’d love you to come back later and set up your profile.

How do I buy an item?
Click on the ‘Add to basket’ button on the page of the goods you want to buy and follow the check out process. If you put goods from more than one stall into your basket you will need to follow the check out process for each stall.

How do I pay for my goods?
Makerhood uses PayPal to ensure that all transactions run smoothly and securely. During the checkout process you will be re-directed to the PayPal website where you will enter your card or PayPal account details. Once this is complete, you will be returned to Makerhood.

Most of the makers can accept payment by credit and debit cards as well as PayPal. They should indicate this on their stall. If the maker cannot accept credit and debit cards, you will need a PayPal account to pay for your goods. You can set up a PayPal account at www.paypal.co.uk.

What about delivery?
As Makerhood is a local service, you have several delivery options.

• Maker delivers:  As Makerhood is based on local connections, the maker may be happy to deliver the item to you. You can use Makerhood’s private messaging service to arrange this.
• Collect it yourself: If the maker has a physical shop or studio, you could drop by during the shop's opening hours. Even if they don’t have a shop, you may be happy to go and pick up the item personally and meet the maker. Again, Makerhood’s private messaging service lets you swap details and make arrangements without telling the whole world.
• Meeting points: You can arrange with the seller to meet at a well-known public place in the area. Makerhood uses the following meeting points:
  • Battersea Arts Centre
  • Brixton Library
  • Brixton Village
  • by The Bishop, East Dulwich
  • by Camberwell Library
  • by Negril, Brixton Hill
  • by The Sun and Doves, Camberwell
  • Clapham Common Tube
  • Herne Hill Railway station
  • Stockwell Tube
• Postal delivery

Do I have to pay for delivery?
The delivery options ‘Buyer collects’ and ‘Meeting points’ are free. It is up to individual makers to decide how much to charge for the options ‘Maker delivers’ and ‘Postal delivery’. Any delivery charges will be shown on the Goods pages.

Are there any other charges on top of the price of the goods?
Delivery charges (if there are any) will be added to the price when you place your order.

What if I want to return an item or get a refund?
maker who sells through Makerhood has agreed to comply with the Distance Selling Regulations. The key provisions in the regulations are:

• delivery should be within 30 days of the order being made
• you have seven days after receiving the goods to cancel the order (this does not generally apply to fresh foods and items that are made to order)
• if you cancel an order the seller must refund the money within 30 days.

If the goods you buy are faulty in any way, the seller must offer a full refund, including delivery costs. If you want to return goods and get a refund you should contact the maker. Refunds should be requested through PayPal.

I'm having a problem with an order I made - what should I do?
If the problem falls under the following areas, please contact the maker responsible:

• The item was not as described
• The item arrived damaged
• The item was not delivered on time
• The maker was not at the meeting point at the agreed time.

You can contact makers using Makerhood’s private messaging system. You will find their contact details on their Makerhood stall as well as in the emails you were sent when you placed the order.

If your attempts to resolve your problems are unsuccessful, please email us at help@makerhood.com and we will do our best to help you.

What happens when I buy something?
Once you have completed your order and paid for your goods you will receive an email confirming your order. This email includes the details of your order, the contact details of the seller for the Makerhood private messaging system and your chosen delivery option. You should now contact the maker through the Makerhood private messaging system to make arrangements for delivery. Once the maker marks the order as completed you will receive a final email confirming that the order is completed and you have received your goods. If you have not received your goods at this point, you should contact the maker.

New orders will also be listed on your stall orders page. You can also get to this page by going to Your profile-> Stall -> Orders. An order will be listed under ‘Current orders’ until the maker confirms the order is completed, when it will move to ‘Past orders’. You can click on ‘Go to order’ to see information about this order at any time.

How do I see everything I bought on Makerhood?
Go to your profile and click on ‘Orders’ - this shows you the goods you have bought from stalls on Makerhood. You can switch between ‘Current orders’ that have not yet been completed and ‘Past orders’.

What does it mean if goods are ‘Out of stock’?
If goods are shown to be ‘Out of stock’ but there is also an ‘Add to basket’ button on the page, this means that the maker will make this item to order. The time it takes for the item to be made will be written below the ‘Out of stock’ notification. You can buy this item by adding it to your basket and going through the check out process in the usual way. You will have to wait for the maker to make the item before you receive it.

What if I want the goods in a different colour / size?
If you find an item you like but want it in a different colour or size, you should contact the maker using the Makerhood private messaging system to ask if this is possible.

5. Your privacy
Is my information safe and secure with Makerhood?
Makerhood takes privacy seriously and complies fully with the UK's Data Protection Act. We will only ask for information that is necessary to provide you with services on this website or to enable you to take part in the website and the Makerhood project. We will not keep the information longer than necessary for these activities. At any time you can request a copy of any personal data held in our records about you.

Any information you provide on the public parts of the website (such as comments in forums and ‘favourites’), as well as feedback you provide through feedback forms, emails or private messages, will not be treated as confidential. We will have no obligation to protect this information.

Will you sell or give my information to third parties for the purpose of sending me marketing or promotional material?
We will not share any information with third parties for marketing or promotional purposes without your permission.

6. Contacting Makerhood
I would like to talk to someone - how do I do that?
Makerhood is a voluntary organisation at the moment and we don’t have people to spare to answer the phones. However, if you send us an email at hello@makerhood.com, one of us will respond as soon as we can. We understand this is not ideal if your question is time sensitive, but hopefully some day we'll be big enough to change this.

How do I report abusive or inappropriate behaviour?
If you experience abusive or inappropriate behaviour, please let us know on help@makerhood.com. Makerhood provides a platform for transactions to take place and is not party to individual transactions, nor responsible for any content that users post on the site. But if alerted to a problem we will do our best to investigate.

I’m hopeless with computers – how can I get technical help?
We hope Makerhood is easy to use and that you won’t have too many problems setting up your stall. If you do have difficulties you could ask a question in the Forum.

I’m having problems with the website.
If you are having problems with the website in any way please email us at help@makerhood.com and we'll get back to you as soon as we can.