Placing your order. Please follow the onscreen prompts when you place an order. Each order you place represents an offer by you to buy the goods specified in the order subject to our Terms and Conditions.
Correcting input errors. Our order process makes it easy for you to check and amend any errors before you submit your order to us. Please check your order carefully before confirming it as you are responsible for ensuring your order and any specifications you submit with it are complete and accurate.
Acknowledging receipt and acceptance of your order. When you place an order, you’ll receive an email from us acknowledging receipt. Our acceptance of your order takes place when we send the email for you to accept it, at which point the Contract between you and us starts.
If we cannot accept your order. If we’re unable to supply you with the goods for any reason, we’ll notify you by email and we won’t process your order. If you’ve already paid for the goods you ordered, we’ll refund you the full amount including any delivery costs you were charged for as soon as possible.
Return and refund
You can cancel the Contract and receive a refund as long as you notify us as we’ve set out in clause 5.3 of our T&C's within 48 hours of placing your order or within seven days of receiving your order. However, this cancellation right does not apply in the case of bespoke branded Goods that have been customised to your requirements.
To cancel the Contract, you must email us at firstname.lastname@example.org or contact our Customer Services team by telephone on 01784-438688 or by post to Customer Services Manager, Unit 3, Egham Business Village, Egham, Surrey, TW20 8RG. If you’re emailing us or writing to us please include the details of your order to help us identify it. If you send us your cancellation notice by email or by post, your cancellation will be effective from the date you send us the email or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or email us before midnight on that day.
If you have returned the Goods to us under clause (5) because they are faulty or mis-described, we’ll refund the price of the goods back to the credit card or debit card you used to pay for them.
If goods have been delivered to you before you decide to cancel the Contract then you must return them to us without undue delay – certainly no later than 14 days after the day you tell us you want to cancel the Contract. You can either send them back or hand them to our authorised carrier. Please use the pre-printed returns labels supplied on your delivery note and contact us (see clause 5.3) to arrange collection.
From the receipt of your order and payment of it in full, we aim to deliver it within seven working days, stock permitting. Occasionally, our delivery to you may be affected by an event that’s beyond our control. See clause 14 (‘Events outside our control’) for more information about our responsibilities when this happens.
Delivery is complete once the goods have been unloaded at the delivery address set out in your order – the goods will be your responsibility from that time.
You’ll own the goods once we’ve received payment in full, including all applicable delivery charges.
If we fail to deliver the goods, our liability is limited to the cost of obtaining replacement goods of a similar description and quality in the most competitive market available, less the price of the goods. However, we won’t be liable to the extent that any failure to deliver was caused by an event outside our control (see 14) or because you didn’t provide adequate delivery instructions or any other instructions that were relevant to the supply of goods or because you provided an inadequate, inaccurate or misleading specification of the goods.
If you fail to take delivery within 10 days from the day we notified you that the goods were ready for delivery, we may resell part of or all them. Bespoke goods manufactured to your specification will still be chargeable.
We deliver to the following international destinations: Europe, USA, Canada, Australia and New Zealand.
If you order goods from our website for delivery outside the UK, they may be subject to import duties and taxes that are levied when the delivery reaches the specified destination and you’ll be responsible for payment of these charges. Please note we have no control over these charges and can’t predict the amounts involved. Please contact your local customs office for further information before placing your order.
You must comply with all applicable laws and regulations of the country for which the goods are destined; we can’t be held liable for any breach by you of any such laws.