TERMS AND CONDITIONS OF SALE
Acceptance of Your Order
Your order on our website constitutes an offer to us to purchase the goods and or services in your basket for personal usage or consumption, and we will do our utmost to fulfil this order to the service levels you expect. So as to meet our service commitment to you, we will store your order and necessary personal details, obtain authorisation from your bank for the payment and make certain security checks on your identity and address (in line with our Privacy Policy).
We will not accept your order until such time that you are emailed to say that the products you have ordered have been dispatched. Once you receive such an email, we will be contracted to you, and your contract will be concluded upon delivery of the products or completion of the services.
Any products or services on the same order that we have not yet confirmed via email will not form part of that contract and will form part of a separate contract when the remaining products have been dispatched. Placing an order does not constitute a contract with us until we confirm the products as dispatched.
We reserve the right not to accept your order for any reason whatsoever, including, but not limited to, payment problems, product availability and product price or description error.
Quantity Restricted Products
Some of our products are restricted to a maximum number of units that you may order. If you select more than the maximum number allowed, we will have to cancel part of your order. If you select more than the allowed number of units, we will have to cancel the part of your order that exceeds the maximum allowed. In the event that this happens, one of our customer service team will contact you, and you will receive a full refund for those items which we are unable to send you. We apologise in advance for any inconvenience this may cause you.
Promotional Codes and Free Delivery
We cannot retrospectively apply a promotional code to your order. If you place an order without correctly applying the promotional code, we will be unable to reimburse you the discount once the order has been placed. If you are having any difficulties in applying a promotional code or believe the code to be faulty, please contact us on [email protected]
If you are granted free delivery, you will need to select the free delivery option at the bottom of your basket and the checkout page. If free delivery is not selected, we are unable to reimburse any delivery charges that were payed for during ordering. It is down to customer to check that they have selected the right delivery option upon checkout.
If free delivery is granted and you wish to return your order for any reason. We will then backdate the delivery charges, and you will be charged for the original postage costs encountered when your item was dispatched to you. These charges will be deducted from the refund amount. If free delivery was granted on an order containing multiple items, and you wish to return only a select number of items from the order to us, if the value of the items kept by the customer fall below the order total that qualifies for free delivery, then the original postage costs encountered when despatching the item to the customer, will be deducted from the refund amount.
Flash Sales
Occasionally, we may feature timed sales, offers or promotions on the website, during which certain exclusions may apply.
Payment Problems
If, for any reason, there is a problem with collecting payment from your credit / debit card or other chosen payment method after we have confirmed receipt of your order, we will not be obliged to dispatch your order. Additionally, on some occasions, we may be unable to process an order. This may be due to: the item being out of stock or no longer available, your payment being declined, our identification of a pricing error or product description error or an unspecified technical error. If you are sure you are using a valid form of payment, please try again or use a different payment method.
Delivery
Delivery charges will vary dependent on the type of product ordered. For most items our standard UK delivery charge is £4.50, but this may vary by product. Standard items are Shipped via Royal Mail 2nd Class Signed For. Some items may be subject to different charges or timescales. For international charges please see the calculated delivery charge in your shopping cart.
Risk in the products (e.g. damage or loss to the products) during delivery will be the responsibility of the delivery company, any loss or damage of products must be claimed back through them. As soon as you receive your order the risk will pass to you immediately, if the order is received or signed for by another person, the risk passes to them immediately.
Provided you have notified us that you wish to cancel your order under the Distance Selling Regulations, and the return also meets the terms of our returns and refund policy, you will be entitled to a full refund excluding delivery charges if applicable. We are unable to provide a refund of the delivery charges, and the return postage cost must be paid by you. Please see Cancellations for more information.
International Delivery
Deliveries outside the UK are subject to customs, legal, regulatory and certain practical restrictions. To comply with local legislation, you or the recipient may be required to pay additional taxes, fees or levies. Import duty or formal customs entry may apply to all products purchased from us. Please ensure that you enter the correct international delivery address and postcode. If the address is entered incorrectly or if customs duties or formal customs entry are required, the delivery may be delayed. We are unable to offer you any assistance if either issue arises. Any aditional taxes, fees or levies are not our responsibility and must be paid by you. We well not refund these charges.
Please note that many countries have import restrictions on certain products or materials. You are responsible for checking with the local customs authorities before placing an order for international delivery. We are unable to offer you any assistance in this regard. If the international delivery is outside the EU, it is advisable to keep your total basket value below the customs duty threshold of the destination country. Please check thresholds and duties for the international delivery address before placing an order. You are responsible for ensuring that the product can be lawfully imported to the destination country. When ordering from us, the recipient is the importer of record and must comply with all laws and regulations of the destination country.
Please also note that for international deliveries warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages and the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labelling requirements.
Purchases will be completed in pounds Sterling. Your bank or credit card provider will determine and apply the then current exchange rate and may charge you administration costs. Please contact your bank or credit card provider before making a purchase to ensure you are aware of any such costs.
Cancellations
Since orders are dispatched promptly, we are unable to cancel orders after you have received your order confirmation email.
If your order has already been sent out, you may still be able to cancel your order under the Distance Selling Regulations, and to do so, simply email us on [email protected] and we will be able to assist with your return, you will then need to return your order to the address provided on the email within 14 calendar days marking the returns code on your dispatch note as cancelled. Otherwise, you should follow our online refund policy. (Please not returns are not accepted on second hand items)
Provided you have notified us on the dispatch note that you wish to cancel your order under the Distance Selling Regulations, and the return also meets the terms of our returns and refund policy, you will be entitled to a full refund excluding delivery charges if applicable. You are also responsible for paying the full cost of the returns postage. You will need to return your order via Royal Mail special delivery tracked and signed guaranteed by 1pm next day (excludes weekends). Insured through Royal Mail up to £500. After your return has been sent by you, you will then need to email us the tracking number, royal mail will be responsible for any loss or damage to items during the delivery period, and any loss or damage must be claimed back from them.
You may cancel your contract in respect of the following items provided that it is in its original condition (including the packaging where it forms part of the goods, for example, boxed garments and gift items). Also items must not have been worn, assembled or used and any seals on the product remain unbroken.
You cannot cancel your contract in respect of pierced earrings, second hand, made to measure/order goods or perishable goods unless they are faulty, or incorrect. If the item is damaged or lost during delivery you must claim this back from the delivery company, (we are not responsible for damage or loss during delivery).
If you wish to return your order outside of the cancellation time period specified above, please refer to our online refund policy.
Where you have failed to take reasonable care of the goods, we reserve the right to refund you in full less any amounts due by way of compensation to either repair the goods or to cover any loss. We also reserve the right to reject any refund at all. In this case the item will be returned to you at your cost.
Online Refund Policy
We do not accept returns on pierced earrings, second hand goods, hampers, gift cards and perishable items.
To organise a refund you must email us on [email protected] to do so. Please do not return your items before we respond to you, as your return will not be accepted if you do so.
We want you to be happy with every purchase you make. Accordingly, you may inspect the items you buy as if you were in one of our stores. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of our goods. Therefore, please do not damage the items whilst you inspect them or try them on for size (this also includes the packaging). You must ensure that you return the original undamaged packaging along with the item/s you wish to return.
Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amounts due by way of compensation to either repair the goods or to cover any loss. We also reserve the right to reject the refund all together, in this case the item will be returned to you at your own cost.
If you wish to return a product you have purchased from our website, making note of any non-returnable products, you may do so: Within 14 days by post from the day you receive the goods, and we will refund you in full via the original payment method used. If you return your purchase after this period but within 28 days, we will issue you with a Chandler Warren eVoucher to the value of the item. We may be able to exchange products by post, to do so please first email us on [email protected] to do so. In the case of an exchange we will not refund any postage charges, and the original postage cost will not be taken off the product you wish to exchange for. You are also responsible for paying the return postage and the postage for the new item to be delivered to you.
Please note:
Any returned items must be in their original unworn condition, including any packaging that is part of the goods, and any seals and tags must be intact and attached. We reserve the right to refuse your return, in this case we will return the item to you, at your own cost.
Provided you have notified us on the dispatch note that you wish to cancel your order under the Distance Selling Regulations, and the return also meets the terms of our online refund policy, you will be entitled to a full refund excluding delivery charges if applicable. You will also be responsible for paying the returns postage.
PayPal Purchases will be refunded into the PayPal account that you payed with.
Where special conditions are attached to your purchase/order, this refund policy will not apply, and the special conditions will take priority.
No refund or exchange will be given without a receipt or other proof of purchase.
Where promotional discounts are applied to orders, the discount will be applied to each item in the basket. In the event of a return, you will not be refunded the discounted proportion.
If you return your purchase by post after the 28 day period, we reserve the right to not offer you a refund in full. We will, instead, return your purchase to you, and prior to sending it out, we will charge you the delivery fee that is applicable to the product purchased and the location to which your returns will be delivered.
If your item is faulty please organise a return or other resolutions by emailing [email protected]. From there we will help to resolve any issues with your faulty item. We may ask for photos and a detailed description of the faulty item. Once we have said you can return the faulty items to us you must return the items via secure delivery (UK Royal Mail 2nd Class Signed for) and cover the cost of the return shipping yourself. Once the item has been returned to us we will inspect the item. If your item is accepted as faulty during our inspection we will either repair your item, send you a replacement or refund your item (including original shipping cost), whichever we feel is best. Your returns postage for the faulty item will then be refunded to you also. On the occasion that your item is not accepted as faulty by us during inspection we will contact you and organise returning the item to you at your own cost, your shipping charges will not be refunded.
Our online refund policy does not affect your statutory rights in respect of faulty, incorrect or damaged goods.
Items sent as a free gift will also need to be returned if you return your order, otherwise the value of these will be deducted from the refund.
Please note that if a free delivery code is used on the original order, this may effect how much you are refunded. Please see the ‘Promotional Codes and Free Delivery’ section for more information on this.
All items must be returned in their original box/ bag, the refund will be refused if the box/ bag is not present or is damaged.
Non-Returnable Products
The Velvet Pig Gift Cards and Gift Vouchers, pierced earrings, second hand items, hampers, made-to-measure items and ‘free’ items cannot be returned within the terms of our refund policy. Other items may be added to this list from time to time. This does not affect your statutory rights in respect of faulty, incorrect or damaged goods. Items sent as a free gift will also need to be returned if you return your order, otherwise the value of these will be deducted from the refund.
Events Beyond Our Reasonable Control
We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause that is beyond our reasonable control. This condition does not affect your statutory rights.
Liability
To the fullest extent possible under applicable law, we disclaim any and all warranties of any kind whether expressed or implied, in relation to our website, goods and services. This does not affect your statutory rights in relation to faulty or damaged products or your contract cancellation rights.
We will not be liable, in contract, tort (including without limitation, negligence), pre-contract or other representations (except for fraudulent or negligent misrepresentations) or otherwise out of or in connection with these terms and conditions for: any economic loss (including without limitation loss of revenues, profits, contracts, business or anticipated savings); any loss of goodwill or reputation and any special or indirect losses suffered or incurred arising out of or in connection with the provisions of any matter under these terms and conditions.
Nothing in these terms and conditions will limit our liability for death or personal injury resulting from our negligence or that of our servants, agents and employees.
Waiver
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.
Severance
If any of these terms and conditions are found to be illegal, invalid or unenforceable, then that provision shall be deemed to be severed from the terms and conditions and shall not affect the validity or enforceability of the remaining provisions.
Updates and Amendments
These terms and conditions may be updated or amended from time to time to comply with law or where our business or website requires such change without any notice to you. Updates and amendments will be posted to our website.
Governing Law and Jurisdiction
These conditions are governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the exclusive jurisdiction of the English courts in the event of any dispute arising from these terms and conditions. All contracts are concluded in English.
Please note that it is the customers responsibility to cover any import charges to your country or region. We are also not responsible for any items confiscated at customs for any reason.