Information About Us And How To Contact Us
Who we are.
London Velvet is a trading name of London Velvet Limited, with company registration number 11445267.
Our registered address is Tanners, River, Near Petworth, West Sussex, GU28 9AY.
If you have any comments about London Velvet, please email us. firstname.lastname@example.orgHow to contact us.
You can contact us using the contact details available on the Contact Us page.
How we may contact you.
If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
1. Our Contract With You
Our acceptance of your order will take place when we email you our confirmation of your order, at which point a contract will come into existence between you and us.
2. If we cannot accept your order.
If we are unable to accept your order, we will inform you of this in writing and will provide you with a refund for the product. This might be because the product you have chosen has a component we are unable to get hold of for an unforeseen reason, because of unexpected limits on our resources which we could not reasonably plan for because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3. Your order number.
1. Delivery costs.
The costs of delivery will be as displayed to you on our website when you place your order.
During the order process we will let you know when we will provide the products to you. These details will be made available on the order confirmation page prior to submitting your order. It can take up to 4 weeks for delivery although we endeavour to improve this.
3. We are not responsible for delays outside our control.
If our supply of the products is delayed by an event outside our control then we will not be liable for delays caused by the event.
4. If you are not at home when the product is delivered.
If no one is available at your address to take delivery (and if the products cannot be posted through your letterbox or left in a secure place) our nominated carrier will contact with you to make alternative delivery arrangements.
If you do not collect the products from our nominated carrier as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot, our nominated carrier will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite reasonable efforts, our nominated carrier is unable to contact you or re-arrange delivery or collection we may end the contract and clause 7.2 will apply.
Products will be your responsibility from the time we deliver them to the address you provided for delivery.
7. When you own products.
You own a product once we have received payment in full.
We may have to suspend the supply of a product to:
4. Your Rights To Change Your Mind
1. Exercising your right to change your mind.
You have 14 days after the day you (or someone you nominate) receives the products to change your mind and return them. Clause 6 explains the process for returning products.
2. When you don't have the right to change your mind.
You do not have a right to change your mind in respect of bespoke products. For example, if you ask us to make unique changes to a product or to tailor the product (such as adding a name or image) then the product becomes a bespoke product and you no longer have the right to return it as described in clause 5.1.
3. You shall be responsible for reading and understanding these Terms and Conditions, and we do not accept responsibility for any loss or damage incurred by you or any third party as a result of your failure to do so.
5. How To End The Contract With Us
1.Tell us you want to end the contract.
To end the contract with us, please let us know by doing one of the following:
Contact us on the details found on the ‘Contact Us’ page of our website. Please provide your name, home address, details of the order and, where available, your phone number and email address.
In accordance with the Consumer Rights Act 2015, you have a 30 day right to reject faulty products and receive a refund. Where you believe the products are faulty, please return them to us in accordance with clause 6.2. We will inspect the products and, if we confirm that they are faulty, we will refund the price of the products to you. You also have the right to request that we repair or replace the products where you have requested that we do so and where we consider that is a reasonable remedy (as opposed to refunding the price of the products). We will only be able to offer a repair service for products which are no more than 12 months old. Web Returns to the following address:
We will pay the costs of return if the products are faulty or misdescribed. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
We will refund you the price you paid for the products excluding delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below. We may request proof of return from you to confirm the delivery costs you incurred. Where this is not provided you will be responsible for the cost of delivery.
5.4.1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
5.4.2 The maximum refund for delivery costs on faulty products will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
5.4.3 Where you are seeking to cancel a service (i.e. our tailoring of the products), we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full amount of the contract.
1. We may end the contract if you break it.
We may end the contract for a product at any time by writing to you if:
7. Price And Payment
The price of the product will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 8.3 for what happens if we discover an error in the price of the product you order. The price of the products will be displayed in UK sterling or US dollars. For products purchased in the UK or US, the price will include VAT. You must also pay any import or export duties, tariffs or similar costs charged as a result of your order.
3. When you must pay and how you must pay.
We accept payment with Visa, Mastercard, Amex, Maestro. We also accept some alternative payment methods, such as Paypal, Shop Pay, Apple Pay & Amazon Pay. You will be charged for the products before we dispatch them. All payments must be either in UK sterling. Please note that only orders with a valid US billing and shipping address can pay in US dollars.
8. Our Responsibility For Loss Or Damage Suffered By You
1. We are responsible to you for foreseeable loss and damage caused by us.
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your statutory rights in relation to the products
3. We will not be liable for damage which you could have avoided by following our advice.
This could include where we have provided information about how to use, store or care for a product.
4. We are not liable for business losses.
5. Online payments.
Whilst we take all appropriate and technological steps to ensure your payments are secure, we will not be responsible for any loss you suffer as a result of transacting online unless we have been negligent. As part of our routine security we may validate your name, address and other personal information supplied by you during the order process against appropriate third party databases. This may include providing personal data to a credit reference agency which may keep a record of that information, and by accepting these terms you agree to this identity verification taking place. This will not be a credit check and your credit rating will be unaffected.
9. How We May Use Your Personal Information
1. How we will use your personal information.
We will use the personal information you provide to us:
We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
These terms and the relationship between us shall be governed by English law, subject to your local mandatory rights. For complaints that cannot be resolved otherwise, you may bring a claim against us arising from these terms in a court located either in England or in the jurisdiction where you live.
Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.
We may revise these Terms and Conditions at any time and from time to time by updating this posting. You should visit this page from time to time to review the then current Terms and Conditions because they are binding on you. Certain provisions of these Terms and Conditions may be superseded by expressly designated legal notices or terms located on particular pages at this website.