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Terms of service

 

Our terms

 

1                      THESE TERMS

 

1.1                    What these Terms cover. These are the terms and conditions ("Terms”) on which we supply products to you through our website https://tielleloveluxury.co.uk/ (“Website”).

1.2                    Why you should read them. Please read these Terms carefully before you submit your order to us. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

 

2                       INFORMATION ABOUT US AND HOW TO CONTACT US

 

2.1                    Who we are. We are Tradelinens Limited trading as Tielle Love Luxury a company registered in England and Wales, our company registration number is 05065746 and our registered office is at Unit 1 Petre Road Clayton Business Park, Clayton Le Moors, Accrington, Lancashire, BB5 5JB (“we”, “us”, “our”). Our VAT registration number is 381 7483 69.

2.2                    How to contact us. You can contact us by telephoning our customer service team at +44(0)1442 843769 or by writing to us at orders@tielleloveluxury.co.uk or at sending us a postal letter to Tielle Love Luxury, The Old Granary, Mile Barn Farm, Hemel Hempstead Road, Dagnall, HP4 1QR.

2.3                    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.

2.4                    “Writing” includes emails. When we use the words “writing” or “written” in these Terms, this includes emails.               

     

3                      OUR CONTRACT WITH YOU

 

3.1                    How we will accept your order. Our acceptance of your order will take place when we email you to provide you with an invoice, at which point a contract will come into existence between you and us. When you receive a confirmation of an order email, this is to indicate that we have received your order. It does not indicate that a contract exists between us.

3.2                    If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, 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, because we are unable to meet a delivery deadline you have specified or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.  If your item is not in stock, we will back order for you and we will email you with the option to cancel your order if you would rather not wait.

3.3                    Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.4                    Payment methods. We accept payment via PayPal and Shopify payment methods. If you are shopping from outside the UK, your credit card company may convert the transaction to your own currency that we have no control over. Please note, by using PayPal or Shopify you will be redirected to the respective payment provider’s website that we have no control over, and it will be your responsibility to read and make yourself comfortable with these providers’ terms and conditions.

 

4                      OUR PRODUCTS

 

4.1                    Products may vary slightly from their pictures. The images of the products on our Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

4.2                    Product packaging may vary. The packaging of the product may vary from that shown in images on our Website.

 

5                         IF YOU WANT TO CHANGE YOUR ORDER

 

Unfortunately, once you have placed your order, we are unable to change it. If you no longer require the product you have ordered, or you want to change a product in your order, please cancel your order and place a new order with us.

 

6                      OUR RIGHTS TO MAKE CHANGES

 

6.1                    Minor changes to the products. We may change the product:

6.1.1               to reflect changes in relevant laws and regulatory requirements; and

6.1.2               to implement minor technical adjustments and improvements. These changes will not affect your use of the product.

6.2                    More significant changes to the products and these Terms. In addition, as we informed you in the description of the product on our Website, we may make changes to these Terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

 

7                       PROVIDING THE PRODUCTS

 

7.1                    Delivery costs. The costs of delivery will be £4.95 for UK delivery. There will be no delivery cost on UK orders where the total order cost is over £75.00. The cost of delivery will be £35.00 where delivery is to take place within the EU and £110.00 where the delivery is to take place to mainland USA.  The cost of delivery to other destinations will be priced on application. Please contact us before placing an order outside of the territories specified above. Our prices and delivery costs do not include any customs duties or charges similar in nature payable to a delivery address outside of the UK and it is your responsibility to check the amount of such charges, if applicable.

7.2                    When we will provide the products. Products are normally dispatched within 48 hours after we have accepted your order. We will make reasonable endeavours to deliver them within 5 working days following confirmation of your order, however this is only an estimate only. A working day means any day, other than a Saturday or Sunday or a public holiday, when banks in England are open.

7.3                    All orders will be sent by recorded delivery and provided by third party couriers.

7.4                    We are not responsible for delays caused by Events Outside Our Control. If our supply of the products is delayed by an Event Outside Our Control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by an Event Outside Our Control, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. “Events Outside Our Control” shall mean any event that is outside of our reasonable control, such as (i) acts of God, flood, drought, earthquake or other natural disaster; (ii) epidemic or pandemic; (iii) terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations; (iv) nuclear, chemical or biological contamination or sonic boom; (v) any law or any action taken by a government or public authority, including without limitation imposing an export or import restriction, quota or prohibition; (vi) collapse of buildings, fire, explosion or accident; and (vii) interruption or failure of utility service.

7.5                    If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our third-party delivery provider will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

7.6                    If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we or our delivery provider will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.

7.7                    When you become responsible for the products. The product will be your responsibility from the time we deliver the product to the address you gave us.

7.8                    When you own products. The ownership of the products shall pass to you on a later of: (i) we have received payment in full; or (ii) when the products are dispatched by us.

7.9                    What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our Website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

 

8                         YOUR RIGHTS TO END THE CONTRACT

 

8.1                    You right to end your contract with us.  Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

8.1.1               If what you have bought is faulty or misdescribed you may have a legal right to end the contract or to get the product repaired or replaced or to get some or all of your money back.

8.2                    Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 8.2.1 to 8.2.5 (inclusive) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

8.2.1               we have told you about an upcoming change to the product or these Terms which you do not agree to (see clause 6.2);

8.2.2               we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

8.2.3               there is a risk that supply of the products may be significantly delayed because of Events Outside Our Control;

8.2.4               we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 3 (three) months; or

8.2.5               you have a legal right to end the contract because of something we have done wrong.

8.3                    Exercising your right to change your mind. For most products bought online you have a legal right to change your mind within 14 days from the delivery of the product and receive a refund. These rights are explained in more detail in these Terms.

8.3.1               When you don’t have the right to change your mind.  You do not have a right to change your mind in respect of products that are bespoke and/or personalised upon your request (e.g. embroidered).

8.3.2               How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the products unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the products.

 

9                       HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND) 

 

9.1                    Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

9.1.1               Phone or email. Call customer services on +44 (0)1442843769 or email us at orders@tielleloveluxury.co.uk. Please provide your order number, name, home address, details of the order and, where available, your phone number and email address and the product you want to return.

9.1.2               By post. Or simply write to us Tielle Love Luxury, The Old Granary, Mile Barn Farm, Hemel Hempstead Road, Dagnall, HP4 1QR including your order number, details of what you bought, when you ordered or received it, what you want to return and your name and address.

9.2                    Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us and you will have to pay for the cost of return, unless the product is faulty, misdescribed or it is different from what you ordered. You must post the product back to us at Tielle Love Luxury, Unit 1 Petre Road, Clayton Business Park, Clayton le Moors, Lancashire, BB5 5JB. Please call customer services on +44 (0)1442843769 or email us at enquiries@tielleloveluxury.co.uk for a return label or to arrange collection. Alternatively, if your delivery address is within the UK, you can create your return label through the returns section of our Website. If you are exercising your right to change your mind you must send off the products within 14 days of telling us you wish to end the contract.

9.3                    When we will pay the costs of return. We will pay the costs of return:

9.3.1               if the products are faulty or misdescribed or the product we delivered is different from what you ordered; or

9.3.2               if you are ending the contract because we have told you of an upcoming change to the product or these Terms, an error in pricing or description, a delay in delivery due to Events Outside Our Control or because you have a legal right to do so as a result of something we have done wrong.

9.3.3               In all other circumstances you must pay the costs of return.

9.4                    How we will refund you.  We will refund you the price you paid for the products including delivery costs, by the same method you used for payment. However, we may make deductions from the price, as described below.

9.5                    Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

9.5.1               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 you.

9.5.2               See https://tielleloveluxury.co.uk/policies/refund-policy for further information about returns and refunds. 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.

9.5.3               The maximum refund for delivery costs 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.

9.6                    When your refund will be made. Please allow up to 14 days from the day on which we receive the product back from you to process your refund.

 

10                     OUR RIGHTS TO END THE CONTRACT

 

10.1                    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:

10.1.1               you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

10.1.2               you do not, within a reasonable time of us asking for it, or as requested, on our Website, provide us with information that is necessary for us to provide the products;

10.1.3               you do not, within a reasonable time, allow us to deliver the products to you.

10.2                    You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid for products we have not provided but we may deduct or charge you reasonable compensation for the costs we will incur as a result of your breaking the contract.

 

11                    IF THERE IS A PROBLEM WITH THE PRODUCT

 

11.1                    How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at +44 (0)1442 843769 or write to us  at  orders@tielleloveluxury.co.uk or Tradelinens Limited, Unit 1 Petre Road Clayton Business Park, Clayton Le Moors, Accrington, Lancashire, BB5 5JB.

 

12                   PRICE AND PAYMENT

 

12.1                    Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on our Website when you placed your order. We use our best efforts to ensure that the price of the product displayed on our Website is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.

12.2                    We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

12.3                    What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.

12.4                    When you must pay and how you must pay. We use Paypal as our payment service providers. Please see the website of Paypal for further information. You can also pay with credit card or debit card. You must pay for the products before we dispatch them. You credit or debit card will be charged when you place your order with us.

12.5                    We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 3% a year above the Bank of England base lending rate of from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

12.6                    What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

 

13                     OUR RESPONSBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

 

13.1                    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.

13.2                    We do not exclude or limit in any way our liability to you where it would be unlawful to do so. 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 legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care; and for defective products under the Consumer Protection Act 1987.

13.3                    We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, loss of revenue, business interruption, or loss of business opportunity.

 

14                     PROMOTIONS AND OFFERS

 

14.1                    From time to time we may run promotions and offers on selected products or lines. All qualifying promotional offers will be automatically applied to at checkout, or you will need to apply a promotional code at the checkout. All of our promotional offers are subject to the following:

14.1.1               they are only valid on full-priced items and cannot be used on items which are already discounted unless otherwise stated;

14.1.2               they cannot be used in conjunction with any other offer;

14.1.3               they are valid for a limited period of time as specified in the communication on the Website and/or via email, they cannot be used outside of that period;

14.1.4               they are not valid on gift vouchers.

14.1.5               If an item is returned which brings the amount spent below any qualifying level, the offer value may be deducted from any refund; and

14.1.6               All offers are subject to stock availability and we reserve the right to withdraw, amend or extend offers at any time, without prior notice.

 

15                    DATA PROTECTION

 

15.1                    We will treat all your personal data as confidential (although we reserve the right to disclose this information in the ways set out within these Terms and Conditions). We will comply with all applicable data privacy legislation and consumer legislation.

15.2                    Your privacy and the security of your information and personal data is important to us. Any personal data that you provide to us will be collected and processed in line with our Privacy Policy. Our Privacy Policy explains what personal data we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal data and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal data.

15.3       We shall collect, process and use the personal data of the Customer in accordance with our Privacy Policy available at https://tielleloveluxury.co.uk/policies/privacy-policy.

15.4       Our Cookie Policy is available at https://tielleloveluxury.co.uk/policies/privacy-policy, please see our cookie policy to learn more about what cookies we use, their nature, purpose and usage of your personal data on our websites.

 

16                       INTELLECTUAL PROPERTY

 

16.1                    All Intellectual Property Rights in or arising out of or in connection with our products and the use of the Website including all images, designs, advertising materials and brochures, including those on www.tielleloveluxury.co.uk, shall be owned by us. 

16.2                    You acknowledge that, in respect of any third-party Intellectual Property Rights, your use of any such Intellectual Property Rights is conditional on us obtaining a written licence from the relevant licensor on such terms as will entitle us to license such rights to you.

16.3                    Nothing in these Terms will operate to transfer any Intellectual Property Rights from us to you or a third party. 

16.4                    For the purposes of these Terms, “Intellectual Property Rights” mean patents, rights to inventions, copyright and related rights, trade marks, business names (including, without limitation, tielle love luxury by Tradelinens) and domain names (including, without limitation, https://tielleloveluxury.co.uk), rights in get-up, goodwill and the right to sue for passing off, rights in designs, database rights, rights to use, and protect the confidentiality of, confidential information (including know-how), and all other intellectual property rights, in each case whether registered or unregistered and including all applications and rights to apply for and be granted, renewals or extensions of, and rights to claim priority from, such rights and all similar or equivalent rights or forms of protection which subsist or will subsist now or in the future in any part of the world.

 

17                         OTHER IMPORTANT TERMS

 

17.1                    You may use a gift voucher for the exchange of products. You can exchange a gift voucher for products at www.tielleloveluxury.co.uk or by phone on 01442 843769. Gift vouchers cannot be exchanged or refunded for cash. Gift vouchers can be used towards the purchase of products at a higher price than its face value upon payment of the difference by you. We are under no liability for replacement or refund should your gift voucher be lost damaged, stolen or destroyed whether or not they have been redeemed.

17.2                    We may transfer our agreement to someone else. 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.

17.3                    You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing.

17.4                    Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these Terms.

17.5                    If a court finds part of this contract illegal, the rest will continue in force. 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.

17.6                    Even if we delay in enforcing this contract, we can still enforce it later. 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.

17.7                   Which laws apply to this agreement and where you may bring legal proceedings. These Terms are governed by English law and you can bring legal proceedings in respect of the products in the English and Welsh courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts