TERMS AND CONDITIONS OF SALE AND WEBSITE TERMS OF USE
- What do these Terms and Conditions apply to?
1.1 These Terms and Conditions will apply to all EU or international orders and govern your contract with us for (i) the sale of Products; and (ii) international delivery services. They also tell you the rules for using our website, Villa Store, Official Online Shop (our site).
1.2 Please note that certain provisions of these Terms and Conditions will apply differently depending on whether you live within England, the EU or outside the EU. Provisions that may vary include the provisions in clauses 4 (How is a contract formed between us), 9 (What is the charge for delivery and handling?), 10 (How to pay & VAT) and 11 (Import Duty and Tax Payments and Customs). In each of these provisions we have stated which terms will apply to you according to your country of residence. In addition, please refer to the definitions of ‘EU’ and ‘Non-EU Countries’ in clause 2 below.
1.3 We reserve the right to cancel any Order that is made by a minor, under the age of 18, where the consent of that minor’s legal guardian is not received. If you are under the age of 18 you must ensure your parent or legal guardian knows and agrees before you agree to buy anything online. In subscribing for emails, or entering any competition that requires information about you, you warrant you are over 16 years of age.
In purchasing our Products you confirm that you are a consumer. A consumer is someone who is:
- an individual; and
- acting wholly or mainly outside of their trade, business, craft or profession.
2. Where do I find Product information?
2.1 Each Product purchased is sold subject to its description on its product page. This may set out additional terms related to that Product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and any applicable guarantees that may apply to the product.
2.2 Please note that Product descriptions may vary depending on what country you are in and where you choose to deliver the Products. We cannot guarantee that all Products will be available for international delivery to every country.
3. How is a Contract formed between us?
3.1 The steps required to create the contract between you and us are as follows:
3.1.1 When is your order placed?
You place the order for your Products on the Website by following the prompts and clicking the “Buy Now” button at the end of the checkout process. Once you have clicked this button it constitutes an “Order”.
3.1.2 How much is the cost of delivery and handling?
The delivery charge will be shown in the order process before you complete your Order and you confirm your consent to this charge when you submit your Order. We reserve the right to charge a handling fee in addition to delivery costs, and you confirm your consent to this charge when you submit your Order.
3.1.3 How can I review my Order?
You will be given an opportunity to review your Order and make any amendments required prior to placing an Order.
3.1.4 How will we confirm your Order?
We will send you an Order confirmation email detailing and acknowledging the Products you have ordered.
3.1.5 What Products will you deliver?
Your contract with us to deliver Products only relates to those Products confirmed in the “order confirmation” email sent by us to you. We will not be obliged to deliver any other Products, which may have been part of your Order, unless and until those Products are confirmed in an order confirmation email.
3.1.6 How will I know when my Products have been despatched?
We will notify you by email when your Product is despatched to you.
If you have ordered multiple Products, please note that we may deliver these separately.
3.1.7 When is payment for the Products taken?
Your credit/debit card will be charged when your Order is confirmed.
3.2 We are not required to accept your Order and we may modify, reject or cancel your Order for any reason, including but not limited to one of the following reasons:
▪ The product you ordered being unavailable from stock;
▪ If we are unable to obtain authorisation for your payment;
▪ The identification of a pricing or Product description error;
▪ We reasonably believe you may have the intent to resell the Product; or
▪ You not complying with these Terms and Conditions (for example, if you are under the age of 18 and we have not received consent to the Order from your legal guardian).
4. Your statutory right to cancel
4.1 You have the following cancellation rights when you buy online:
4.1.1 You are entitled to cancel your Contract (your whole Order) if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the Products in question.
4.1.2 You have an additional right to return individual products or your whole Order up to 30 days after the day on which your Order is despatched from us. Returns must be in original condition, unworn/unused with original tags and labels.
4.1.3 Your right to return Products does not apply to DVDs, videos, PC & video games which have been opened, pierced jewellery, goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned (for example, underwear/swimwear which has been worn) or are liable to deteriorate or expire rapidly).
4.1.4 To exercise the right to cancel, you must inform us of your decision to cancel your Contract by a clear statement, including details of your name, geographical address, details of the Order you wish to cancel and, where available, your phone number and email address.
4.1.5 You can cancel by contacting our customer services team on the contact details above or by using our Returns Portal.
4.1.6 If you decide to cancel, you should return the Products to us at your cost within 30 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the cost of the Products being returned. If you cancel your whole Order in accordance with clause 5.1.1 only, this includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery) and any handling fee. If you do not cancel your whole Order, but only certain Products within your Order, we will only reimburse you for the cost of those Products returned and we will not refund the cost of delivery or any handling fee.
4.1.7 We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
4.1.8 We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.
4.2 You may also cancel your contract if the Products are damaged faulty or not as described, in which case we will refund the cost of returning the goods. Please see clause 7 for further information.
5. How do I change, cancel or return an Order?
5.1 Other than in the circumstances set out in clause 5, it’s not possible to make changes to your Order once you’ve placed it. If you’d like to add Products to your Order, please place a new order for these Products.
5.2 If you need to change details of your delivery address, remove Products from your Order or cancel it completely, please contact our customer services team on the contact details above.
5.3 If the Products you ordered have already been collected from our warehouse for delivery to you, then you will need to use our Returns Portal in the event of any unwanted Products.
5.4 Except as provided in clause 5.1.6, unless Products are faulty, damaged or not as described upon delivery you are expected to bear the cost of any return and neither your original delivery charge nor any handling fee will be refunded.
6.What if the Products are damaged or faulty?
6.1 If your Order arrives and the Products are damaged, faulty or not as described, you may cancel the Order and we will reimburse you the cost of the Products, the delivery charge for your Order, any handling fee and reasonable costs of you returning the Products. We will reimburse you with these costs through the payment method you used to place the Order within 14 days of our receipt of the returned Products. For more information on how to return Products, please click here.
6.2 These Terms and Conditions, including this clause 7, are in addition to any statutory rights and remedies you may have under English law and your country of residence.
7.When will the Products be delivered?
7.1 Delivery lead times to international addresses will vary according to destination but we will use reasonable endeavours to ensure that all Products will be delivered within 30 days from the conclusion of the contract with us. In the event that your Order has been despatched by us (as confirmed in the despatch confirmation e-mail) but has not arrived within the estimated delivery time range, please contact our customer services team on the contact details above. Please contact Customer Services if you have any queries about international delivery services.
7.2 Depending on stock availability, we may split delivery of your Order into several parts and deliver them separately. You will not be charged extra for this. Occasionally, delivery of your Order may be delayed or prevented for reasons beyond our control, such as material shortages, import delays or higher than anticipated demand. Delivery may also be delayed due to customs-related processes (such as inspection).
7.3 If delays outside of our control occur, we will make every effort to keep you informed. For the avoidance of doubt, time is not of the essence for the delivery of the Products, but you will remain entitled to all statutory rights provided to you by the applicable laws.
7.4 Please note that due to the COVID-19 pandemic, there may be some delays to the delivery of your Order that are outside of our control.
8. What is the charge for delivery and handling?
8.1 During the check-out process and before you place your Order, we will confirm all of the charges applicable to your Order, such as:
8.1.1 any customs charges or a method of calculating these;
8.1.2 applicable tax applying to delivery charges and handling charges will depend on your country of residence and will apply in accordance with clause 7 (‘How to pay & VAT’);
8.1.3 the costs to deliver your Order. The delivery methods available to you may depend on the area that you are located. Please refer to our Delivery and Shipping terms for a list of the methods that may be available; and
8.1.4 our charges for handling your Order.
8.2 During the check-out process and before you place your Order, we will confirm all of the charges applicable to your Order, such as:
9. How to pay & VAT
9.1 Accepted payment methods
9.1.1 We currently accept online payments with a number of credit/debit cards. The current credit cards we accept include: Visa, MasterCard, American Express, Maestro and PayPal
9.1.2 On selected websites, and for selected countries only, we also offer Klarna to customers. For more information, click here to see Klarna FAQ’s.
9.2 Payment is to be made in the currency selected by You on site prior to checkout. International credit card providers or banks will determine the exchange rate; if payment is made in a currency not issued as standard by the bank, they may add an additional processing or administration charge which the cardholder will be responsible to pay.
9.3 During the Order process, our delivery our delivery charges will be itemised as ‘shipping’ and ‘handling’ on the checkout page of the Website and in emails from us after you place your Order, after the subtotal for the value of the goods purchased.
9.4 Where orders exceed the relevant Customs Duty thresholds, a Duty charge may also be added at the Checkout to cover the customs duty amounts applicable to the order.
9.5 Our prices include VAT where applicable. There may be additional taxes that you could be required to pay which are not imposed by us.
9.6 For Orders made by customers in the United States of America, sales tax will be added to your Order, if applicable. This will be shown on the checkout page of the Website and in emails from us after you place your Order, after the subtotal for the value of the goods purchased.
10.We may make changes to these terms
We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time. These terms were most recently updated on February 25, 2021.
11.We may make changes to our site
We may update and change our site from time to time to reflect changes to our products, our users' needs and our business priorities.
12.Other criteria for use of our site
12.1 To register on our site, you must be at least the minimum age to provide your own consent in your country of residence.
12.2 We reserve the right to withdraw your access to our site if we reasonably believe you are below the minimum age to provide your own consent in your country of residence.
13.We may suspend or withdraw our site
13.1 Our site is made available free of charge.
13.2 We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
13.3 You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.
13.4 Our site is directed to people residing in the United Kingdom. We do not represent that content available on or through our site is appropriate for use or available in other locations.
14.You must keep your account details safe
Our responsibility for loss or damage suffered by you
14.1 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 and for fraud or fraudulent misrepresentation.
14.2 Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products to you, which are set out above in our Terms and conditions of sale.
14.3 Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
15.We are not responsible for viruses and you must not introduce them
15.1 We do not guarantee that our site will be secure or free from bugs or viruses.
15.2 You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.
15.3 You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored, or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities, and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
16.Rules about linking to our site
16.1 You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
16.2 You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
16.3 You must not establish a link to our site in any website that is not owned by you.
16.4 Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.
16.5 We reserve the right to withdraw linking permission without notice.
