1. THESE TERMS
1.1 What these terms cover. These are the terms and conditions on which we supply products to you.
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. If you think that there is a mistake in these terms, please contact us to discuss.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 Who we are. We are Darlings of Chelsea Limited, a company registered in England and Wales. Our company registration number is 05267072 and our registered office is at 33 Parsons Green Lane, Parsons Green Depot, London, SW6 4HH. Our registered VAT number is 848675372.
2.2 How to contact us. You can contact us by telephoning our customer service team at 01252 372949 or by writing to us at [email protected]and/or Station Road West, Ash Vale, GU12 5QD.
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 emailsWriting includes emails 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 by way of signed order form in store, or when we email you to accept it when your order is placed using our website. At this point, a contract will come into existence between you and us.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will 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 or because we are unable to meet a delivery deadline you have specified.
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.
4. OUR PRODUCTS
4.1 Products may vary slightly from their pictures (website). 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 a device accurately reflects the colour of the products. Your product may vary slightly from those images.
4.2 Materials used. As our products are made from high quality materials, they may have natural characteristics which are not considered a defect. This includes variations in shade, texture, colour or grain. Although we make every effort to be as accurate as possible, because our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website or in our brochure have a 5-7% tolerance.
4.3 Product packaging may vary. The packaging of the product may vary from that shown in images on our website or brochure.
4.4 Making sure your measurements are accurate. You are responsible for ensuring that the measurements of product are fit for your purposes and are capable of being delivered and installed at the requested delivery address. If you decide to cancel the order clause 10 will apply. You can find information and tips on how to measure on our website. If your product cannot be delivered re-delivery charges will apply. These will be the same as the first delivery fee. If we have to enrol specialist help to dismantle the sofa or take the sofa through windows etc this will incur a separate and new delivery fee. Please speak with your sales personnel if you need further advice on delivery.
5. CLEARANCE ITEMS
5.1 Clearance furniture consists of (but is not limited to) ex display, cancelled new orders, refurbished and discontinued products.
5.2 Clearance furniture is free from major defect but is not in as new condition and is therefore reduced in price to reflect this. Clearance furniture is inspected, serviced and cleaned by us prior to it being released for sale.
5.3 Clearance stock is fast moving and as such is sold on a first come first served basis, we are unable to reserve these items
5.4 Inspection of goods: When visiting our Clearance warehouse in Ash Vale it is important that you fully inspect your goods prior to purchasing. Goods are sold as seen. It is the customers responsibility to fully inspect the goods prior to purchasing, please make sure you are satisfied with the condition of the goods before purchase, as any imperfections on the goods prior to purchasing will not be grounds for rejecting the goods at a later date. Imperfections including, but not limited to, minor scuffs and scratches.
5.5 CANCELLATION AND RETURNS OF CLEARANCE ITEMS: With items purchased directly from our Ash Vale Clearance Warehouse, you have no right to reject under our 14 days return period. This is because we have provided you with ample opportunity to inspect the goods at our warehouse to satisfy yourself that the goods meet your requirements. In the unlikely event the goods are delivered with faults that were not apparent to you at time of purchase please refer to clause 14.
5.6 Delivery of Clearance Items: Delivery of Clearance Items: We will endeavour to deliver your items within 2–3 weeks of you placing your order. See Clause 8 about delivery. Failure to accept delivery within 2-3 weeks of you placing the order will result in storage fees (clause 8.3).
5.7 Returns of Clearance Items Purchased Online: If you have purchased your Clearance Item online and are not happy with your goods, you have the right to reject the goods within 14 days. Please see clause 10.3 and 10.4 for returning non-faulty Clearance Items.
6. YOUR RIGHT TO MAKE CHANGES
6.1 You have a 2 days cooling off period, and after this timeframe you will not be able to make changes to your order without incurring additional costs. Within 2 days please contact us and tell us that you would like to make a change to the product you have ordered. We will place your order on hold and tell you if the change is possible.
6.2 After 2 days it is still possible to change your order but an administration charge of 10% of the retail value of the product will apply. Your order will be cancelled and a new order will be placed for you and new lead times would apply
6.3 Changes cannot be made after delivery has taken place.
7. OUR RIGHTS TO MAKE CHANGES
7.1 Minor changes to the products. We may make minor changes to the product when they do not affect the quality or substance of the product, for example; to reflect changes in relevant laws and regulatory requirements (We will keep you informed in this respect).
7.2 More significant changes to the products and these terms. In addition to the description of the product, we may make the material changes to the product; for example, substitute the padding of any sofas for higher quality. If we do intend on making any material changes to the product, we will notify you and you may then contact us to end the contract and receive a refund for any products paid for but not received.
8. DELIVERY AND INSTALLATION
8.1 Delivery and installation costs. We use a courier to deliver and install the product. The costs of delivery and installation will be as agreed with you in writing if bought in store, or as displayed on our website, if bought online which will be updated from time to time. Additional delivery costs will be payable in the case of deliveries to Scotland or Northern Ireland. In the case of orders from other locations outside mainland England and Wales, deliveries will be made to a nominated depot in mainland England for collection and onward transportation to be arranged by you at your cost (in such cases you will be responsible for satisfying yourself at the depot as to the condition of the product). We will not be responsible for any customs duties or local taxes payable in overseas locations.
8.2 When we will provide the products.During the order process we will let you know an estimate of when we will deliver the products to you. We will always try to accommodate your preferred delivery times, although deliveries are only made on weekdays (excluding Bank Holidays). However, you must make yourselves available for delivery to avoid delays. We cannot guarantee delivery except in respect of orders placed in a reasonable timeframe before Christmas when we will guarantee we will deliver goods prior to Christmas, although we cannot guarantee a set date. Guaranteed delivery will be subject to your co-operation to arrange a suitable delivery date. We will deliver the goods to you as soon as reasonably possible and will provide an estimated delivery and installation date prior to confirming your order.
8.3 Storage Charges. We will contact you to arrange a delivery and installation date, once we are in receipt of the products. You will be offered up to 3 dates for delivery and if delivery is not arranged after 3 attempts your order may be delayed and storage charges of £50 +VAT per week will be incurred. Similarly if you are unavailable to accept delivery for a period of 10 days or more from the date we notify you that the product is ready for delivery, storage charges of £50 +VAT per week will be incurred from this date.
8.4 Split deliveries. When you have ordered products with separate lead times, we will, (at our expense) store the products until all the products have arrived and we will make one delivery to you. If you request that your order is delivered as it arrives into our warehouse, additional delivery fees will apply and you will be made aware of this when you place your order.
8.5 We are not responsible for delays outside our control . If our supply and installation 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 the event, 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.
8.6 Collection by you . If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours of 09.00 – 18.00 on weekdays and 10.00-17.00 on Saturdays.
8.7 If you are not at home when the product is delivered . If no one is available at your address to take delivery, we will leave you a note informing you of how to rearrange delivery. Additional charges will apply for unsuccessful deliveries where dates for delivery have been agreed in advance.
8.8 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery within 7 calendar days, we will contact you for further instructions and may charge you for storage costs and any further delivery costs (details of this can be found instore and on our website). If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 13 will apply.
8.9 If you do not allow us access to install. If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and clause 13.2 will apply.
8.10 When you become responsible for the products . A product will become your responsibility from the time we deliver the product to the address you gave us or you collected it from us.
8.11 When you own goods. You own a product once we have received payment in full. Prior to then, the product remains our property.
8.12 What will happen if you do not give required information to us . We may need certain information from you so that we can supply and install the products, for example, name, address, delivery address, email address, telephone number and payment details. We will store this information in accordance with the Data Protection laws in place at the time.
8.13 8.13 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 13.2 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.
9. SUSPENSION OF PRODUCT
9.1 Reasons we may suspend the supply of products to you . We may have to suspend the supply of a product to:
(a) update the product to reflect changes in relevant laws and regulatory requirements; and/or
(b) make changes to the product as notified by us to you (see clause 11.2).
9.2 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product and installation, (unless the problem is urgent or an emergency).
If we have to suspend the product for the reasons listed at clause 15.4, you may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it. In this case, we will provide a refund of any sums you have paid in advance for the product.
9.3 We may also suspend supply of the products if you do not pay. If you do not pay us for the product when you are supposed to (see clause 15.5) and you do not make payment prior to the delivery date, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. As well as suspending the products we can also charge you interest on your overdue payments (see clause 12.5).
10. CANCELLATIONS, RETURNS AND REFUNDS POLICY
10.1 Exercising your right to change your mind. For most products you have the legal right to change your mind within 14 days and receive a refund. These rights are explained in more detail in these terms and conditions.
10.2 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered. You have 14 days after the day you (or someone you nominate) receive the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive the last delivery to change your mind about the goods. The purpose of offering you 14 days within which to exercise your right to change your mind is to give you the opportunity to inspect the goods that you have not had the benefit of seeing prior to purchase. As such it is not a period where you can make normal use of that furniture and impact its condition. We ask that you keep all swing tags intact, (in the case of sofa bed mattresses please leave wrapped), and only remove them once you are sure you are keeping the goods. To exercise the right to cancel your order you must inform us of your decision to cancel your contract with us by making a clear statement by email, letter or phone within 14 days of receiving your order.
(a) Mattresses: In the case of mattresses, (excluding sofa bed mattresses) you have the longer period of 100 days from the date of receipt during which you may change your mind and request a refund.
(b) Sofa Beds: In the case of sofa beds customers cannot reject sofa beds under the 14 day clause if they have removed the wrapping from the mattress. For this reason our delivery teams are requested NOT to take the packaging off the sofa bed mattresses at time of delivery. If you have removed the packaging from the sofa bed mattress and wish to return the sofa bed under clause 10 we may still agree to accept the return but will make a deduction of £200 from the refund for the mattress not being returned in a saleable condition.
(c) Clearance Items. In the case of clearance items, please see clause 5.
(d) Bespoke Products. In the case of bespoke products, which are not provided in our standard range, any exercise of your right to change your mind will be subject to a 55% restocking fee i.e. you will be refunded a sum equivalent to 45% of the purchase price paid. We will inform you if your product is bespoke.
10.3 Returning Product . It is your responsibility to return the order to us in their original packaging to Darlings of Chelsea, Station Road West, Ash Vale, GU12 5QD . Your order must be returned to us within 14 days of you making us aware you wish to cancel your order and return the goods.
10.4 Collection Service: If you do not have access to appropriate delivery methods by which to return your order, we can offer a Collection Service. The Collection Service is subject to a charge of 20% of the value of each item returned, plus any claim for deterioration of the product while it has been in your possession.
In the instance where will be collecting the rejected items from you it is your responsibility to disassemble the goods as appropriate ready for packaging for return.
10.5 Saleable condition : Until you have returned the furniture it is under your ownership and it is your responsibility to maintain and protect it, and to keep it in an “as new “condition. Failure to return goods in saleable condition will result in additional charges which can be deducted from your refund. We recommend that goods are kept and returned in the appropriate packaging to minimise risk.
10.6 Inspection : Goods will be inspected in order to verify their condition prior to any refunds being made.
11. ENDING YOUR CONTRACT
11.1 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 a service re-performed or to get some or all of your money back) – see clause 14 - , in which case we will pay the cost of return.
11.2 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 (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
(a) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 7.2);
(b) 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;
(c) there is a risk that supply of the products may be significantly delayed because of events outside our control;
(d) you have a legal right to end the contract because of something we have done.
11.3 Ending the contract where we are not at fault and there is no right to change your mind . Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract is completed when the product is paid for and delivered.
11.4 Repeated Cancellations. In the event of a customer exercising a right to change his/her mind under clause 10.1 on repeated occasions, we reserve the right, at our sole discretion, to decline any further orders from the customer.
12. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
12.1 Tell us you want to end the contract . To end the contract with us, please let us know by doing one of the following:
(a) Phone or email. Call your sales person (if bought in store), otherwise call customer services on 0121 7453857 or email us at [email protected] Please provide your name, home address, details of the order and, where available, your phone number and email address.
(b) Online. Complete the form on our website/attached to these terms.
(c) By post. Print off the form on our website/attached to these terms and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
12.2 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment.However, we may make deductions from the price, as described below.
12.3 Deductions from refunds if you are exercising your right to change your mind . If you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which causes damage. If we refund you the price paid before we are able to inspect the goods and later discover you have caused damage, you must pay us an appropriate amount.
(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
(c) In the case of mattresses (to which the extended 100 day period applies) a deduction of up to 100% of the refund of the price will be made in the event of any wear and tear; soiling, staining or marking; rusting or corrosion; fire or smoke damage; animal / insect infestation; unauthorised repairs or alterations; or any other deterioration in the condition of the mattress.
12.4 When your refund will be made . We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind and you have not chosen to use our collection service, your refund will be made within 14 days from the day on which we receive the product back from you. For information about how to return a product to us, see clause 10.3.
13. OUR RIGHTS TO END THE CONTRACT
13.1 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:
(a) you do not make any payment to us when it is due and/or you do not make full payment prior to delivery of the product;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, name, address, email address, telephone number and payment details.
(c) you do not, within 60 days from the date of the first delivery attempt, allow us to deliver the products to you or collect them from us; or
(d) you do not, within 60 days from the date of the first delivery attempt, , allow us access to your premises to supply the product.
13.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 13 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge a reasonable amount for the net costs we will incur as a result of your breaking the contract.
13.3 If you break the contract in accordance with 13.1 and upon providing you with 14 days notice, we reserve the right to sell your product(s) to a third party in an attempt to recover any costs we have incurred up to the date of ending the contract. In the event that the consideration received for the product(s) exceeds any costs incurred by us we will refund the balance (less the deposit) to you.
14. IF THERE IS A PROBLEM WITH THE PRODUCT
14.1 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 0121 7453857 or contact us at [email protected] Alternatively, please speak to one of our staff in-store.
14.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.