Conditions of Use
Last updated: 1 November 2026
Welcome to the Tracy online store (the “Website”). The Website is operated by TJL Ecommerce Hub Limited, trading as Tracy (“we”, “us”, “our”), a company registered in Hong Kong (Business Registration No. 79212096), with its address at Rm 1508, 15/F., Office Tower Two, Grand Plaza, 625 Nathan Road, Mong Kok, Kowloon, Hong Kong. By browsing the Website or placing an order you agree to these Conditions of Use, our Shipping and Returns & refunds policy and our Privacy notice. If you do not agree, please do not use the Website.
1. Our products
We sell personalised and made-to-order gifts, including personalised Christmas stockings, ornaments, embroidered wreath sashes and door bows, embroidery hoops, jerseys and other personalised apparel, home decor and accessories. Product photos are for illustration. Because items are handmade or printed to order, slight variations in colour, print placement and size may occur between the preview and the finished product.
2. Prices and currency
All prices are shown in United States dollars (USD) unless stated otherwise at checkout. Shipping charges and any applicable sales taxes are shown at checkout before payment. For orders shipped to the United States, import duties, import taxes and customs clearance charges are included in the amount paid at checkout; you will not be asked to pay these charges again on delivery. We may change prices at any time, but changes do not affect orders already confirmed. If we find a pricing error we will contact you and give you the option to confirm the order at the correct price or cancel it for a full refund.
3. Placing an order and personalisation
Placing an order is an offer to buy. We accept your offer when we confirm your order by email and begin production.
You provide the personalisation details (for example name, number, text, colours, size or photo) on the product page before adding the item to your cart. Please check them carefully.
You are responsible for the accuracy and spelling of everything you submit. We produce your item exactly as submitted and are not responsible for errors in the information provided.
You confirm that you own, or have permission to use, any text, image or photo you submit, and that it does not infringe anyone’s rights or contain unlawful content. We may decline or cancel an order that we believe breaches this rule and will refund you in full.
4. Payment
Payment is taken at checkout by card or by the other payment methods offered on the checkout page, processed securely by third-party payment providers. We do not store your full card details. Your order is only processed once payment has been successfully received.
5. Cancellations
You may cancel an order within 24 hours of placing it, provided production has not started, by emailing support@ensado.com with your order number. Once production has started, personalised items cannot be cancelled or changed. See Shipping and Returns & refunds for full details.
6. Shipping, returns and refunds
Production times, delivery, returns, replacements and refunds are described in our Shipping and Returns & refunds policy, which forms part of these Conditions. In summary, personalised products are made specially for you and are not returnable for change of mind, but we will repair, replace or refund items that arrive damaged, defective or different from what you ordered.
7. Intellectual property
All content on the Website, including text, designs, logos and images, belongs to us or our licensors and may not be copied or used without our written permission. Designs made for you remain ours; you receive the finished product only. Do not send us artwork featuring third-party trademarks, brands or copyrighted characters unless you hold the rights to use them.
8. Accounts
You may create an account to place orders and track them. Keep your login details confidential; you are responsible for activity under your account. Please give accurate and up-to-date information.
9. Acceptable use
You agree not to misuse the Website, attempt to gain unauthorised access, interfere with its operation, or use it for any unlawful purpose.
10. Limitation of liability
The Website and products are provided in good faith. To the extent permitted by law, we are not liable for indirect or consequential loss, and our total liability for any order is limited to the amount you paid for that order. Nothing in these Conditions limits rights you have under mandatory consumer law that cannot be excluded.
11. Changes
We may update these Conditions from time to time. The version published on this page when you place an order applies to that order.
12. Governing law
These Conditions are governed by the laws of the Hong Kong Special Administrative Region, and the courts of Hong Kong have non-exclusive jurisdiction, without affecting any mandatory consumer rights in your country of residence.
13. Contact
TJL Ecommerce Hub Limited (Tracy)
Rm 1508, 15/F., Office Tower Two, Grand Plaza, 625 Nathan Road, Mong Kok, Kowloon, Hong Kong
Email: support@ensado.com | Phone: +1 (346) 447-9468