placing an order
you can place orders using our online ordering facility. you can review your selections in your shopping basket and make changes before submitting an order to us. you can review your order and make changes to it, including the delivery address, prior to shipment. we can accept orders only for delivery to addresses in mainland great britain.
when you submit an order and it is accepted, you enter into a contract to buy the goods and services selected from us on these terms and conditions. details of when and how you can cancel an order are set out below. we reserve the right to decline any order. goods and services are subject to availability. in the event that we are unable to supply an item or a service you have selected, we may offer an alternative. we will contact you about this first. if the alternative is not suitable then, where appropriate, a full refund will be given.
all prices quoted are inclusive of value added tax (vat).
paying for your order
when you place an order online please ensure you provide us with:
- details of your payment card (credit or debit card). without a valid payment card we can’t process your order
- an email address so that we can send you an order acknowledgement by email
- a daytime contact telephone number in case we need to contact you about your order.
cancelling an order
if you wish to cancel an order, please contact our team as soon as possible by email to email@example.com. emails will be answered between 10am and 5pm, monday to friday. we are not open on saturdays, sundays or bank and public holidays. as we aim to process orders placed during normal working hours on a weekday on the same day, it may not always be possible to prevent your order from being prepared and dispatched. if your order has already been dispatched, you may be able to return the items to us in accordance with our returns policy (see below). if we receive notice of your cancellation in sufficient time we will cancel the order and if payment has been taken we will have your payment card credited with the amount.
returns and refunds
if you want to return goods (for example, if they are damaged or not what you expected), please inform us as soon as you can by email to firstname.lastname@example.org between 10am and 5pm mondays to fridays (excluding bank and public holidays).
please return them by post to: herbert and stella, 23b brook st, ilkley, ls29 8aa.
your payment card will be credited with the refund. we will also refund the cost of sending the goods back to us – please let us know the cost by email to email@example.com.
availability of the website
although we aim to offer you the best service possible, we cannot guarantee that the website will be available all the time or that the service will be fault free. if a fault occurs, please report it to us at firstname.lastname@example.org and we will deal with the fault as soon as we reasonably can. on occasion our website may not be available or access may be restricted to allow for repairs, maintenance or the introduction of new facilities or services. we will restore the service as soon as we reasonably can. if our website is unavailable, our usual order and cancellation deadlines will still apply; please continue to notify us of changes to your order via email or telephone.
registering a complaint
should you wish to complain, please email email@example.com or send a letter to herbert and stella, 23b brook st, ilkley, ls29 8aa.
your statutory rights
if you are a consumer (an individual acting outside of the course of your business or trade), there are certain terms implied into your contract with us which we cannot exclude, or limit (for example, under the sale of goods act 1979 we have to supply goods to you which are of satisfactory quality and fit for their purpose). it is important for you to know that nothing in these terms and conditions affects your statutory rights. if you would like more information on your statutory rights, contact your local trading standards office (www.tradingstandards.gov.uk) or citizens advice bureau (www.citizensadvice.org.uk).
other important terms
we may update or amend these terms and conditions from time to time to comply with law or changes in business requirements. any changes will be shown on our website.
by placing an order with us you confirm you have read, understood and accept the terms and conditions then in force. if you do not agree to any of the terms and conditions, do not place your order. these terms and conditions are governed by english law. in the event of any matter or dispute arising out of or in connection with these terms and conditions, you and we submit to the exclusive jurisdiction of the english courts.