Terms of Sale
Please read the following important terms and conditions before you buy anything from us. Please ensure you agree to the terms set out below, and that there is nothing set out below that you are not willing to agree to.
Summary of some of your key rights:
By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134 say that we must give you certain key information before a legally binding contract between you and us is made (see below). We will give you this information in a clear and understandable way. Some of this information is likely to be obvious from the context. Some of this information is also set out in this contract, such as information on our complaint handling policy.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you’re entitled to the following:
—up to 30 days: if your goods are faulty, then you can get a refund; —up to six months: if they can’t be repaired or replaced, then you’re entitled to a full refund, in most cases; —up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.
This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk.
The information in this summary summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.
This contract sets out:
your legal rights and responsibilities;
our legal rights and responsibilities; and
certain key information required by law.
Information about us and how to contact us:
We are Gladstone LDN Limited, a company registered in England and Wales. Our company registration number is 12109805 and our registered office is at Hatton House, Church Lane, Cheshunt, Hertfordshire, EN8 0DW, United Kingdom. Our registered VAT number is GB 341 1820 38. We are trading as Gladstn London.
How to contact us. You can contact us by writing to us at Hatton House, Church Lane, Cheshunt, Hertfordshire EN8 0DW. If you don’t understand any of this contract and want to talk to us about it, please contact us via the Concierge page on our website
If you buy goods from us you agree to be legally bound by this contract.
This contract is only available in English. No other languages will apply to this contract.
When buying any goods you also agree to be legally bound by:
our Website Terms and Conditions, a copy of which is available here and any documents referred to in them;
extra terms which may add to, or replace some of, this contract. This may happen for security, legal or regulatory reasons. We will contact you to let you know if we intend to do this by giving you one (1) months’ notice. You can end this contract at any time by giving one (1) months’ notice if we tell you extra terms apply.
All of the above documents form part of this contract as though set out in full here.
Information we give you
By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made.
The key information we give you by law forms part of this contract (as though it is set out in full here).
If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.
Your privacy and personal information
Ordering goods from us
Below, we set out how a legally binding contract between you and us is made.
You place an order from us by advising us via email or via telephone of the product(s) you would like to purchase from us. We will confirm the availability and price of the product(s), provide you with delivery information, advise you of any delivery charges (for international orders), and provide you with information on how to pay for your purchase. We will also provide you with a copy of these terms. If you do not agree with any of these terms, you should not proceed with your order. Once you have read these terms and wish to proceed with your purchase, you may then complete your order by paying for the product(s) and any associated costs using the payment information we provide to you. Please read and check your order carefully before submitting it.
We may contact you to say that we do not accept your order. This is typically for the following reasons:
the goods are unavailable;
we cannot authorise your payment;
you are not allowed to buy the goods from us;
we are not allowed to sell the goods to you;
you have ordered too many goods; or
there has been a mistake on the pricing or description of the goods.
We will only accept your order when we email you to confirm this (“Confirmation Email”). At this point:
a legally binding contract will be in place between you and us; and
we will dispatch the goods to you.
Right to cancel this contract
For most products bought online you have a legal right to change your mind within 14 days and receive a refund without giving any reason.
The right to change your mind does not apply to products which are personalised, bespoke or made as per your particular instructions. In such cases, you may only cancel this contract if the product you have purchased from us is faulty (see clause 10 below).
The cancellation period will expire after 14 days from the day you receive the goods you have purchased.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (i.e. a notification sent by email). You can use the model cancellation form set out in the box below, but it is not obligatory.
via the Concierge page on our website
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods [customer to insert details of products purchased], ordered on [customer to insert order date].
Name of consumer(s): [customer to insert name] Address of consumer(s): [customer to insert address]
Signature of consumer(s) (only if this form is notified on paper), Date:
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
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.
We will make the reimbursement without undue delay, and not later than:
14 days after the day we received back from you any goods supplied; or
(if earlier) 14 days after the day you provide evidence that you have returned the goods; or
if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement ensuring you will not incur any fees as a result of the reimbursement.
If you have received goods:
you shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired;
you will have to bear the direct cost of returning the goods; and
you are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
We use DPD to deliver our goods to customers within the United Kingdom, and we use DHL to deliver our goods to international customers outside of the United Kingdom.
The estimated date for delivery of the goods is set out in the Confirmation Email (see clause 4.4).
If something happens which:
is outside of our control; and
affects the estimated date of delivery;
we will let you have a revised estimated date for delivery of the goods.
Delivery of the goods will take place when we deliver them to the address that you gave to us.
Unless you and we agree otherwise, if we cannot deliver your goods within 30 days, we will:
let you know; cancel your order; and give you a refund.
You are responsible for the goods when delivery has taken place. In other words, the risk in the goods passes to you when you take possession of the goods.
We accept payment via credit cards and debit cards. We also accept payment via payment providers or bank transfer. We do not accept cash.
Your credit card or debit card will be charged as follows:
for purchases from our Everyday Friends collection, payment of the full price will take place at the time you make your order, and the purchased product(s) will be dispatched to you once payment has been received;
for purchases of bespoke or personalised products, payment of a non-refundable deposit in the amount of fifty percent (50%) of the total value of each product will take place at the time you make your order, and payment of the balance of the remaining fifty percent (50%) of the total value of each product will take place once the product has been completed and is ready to be dispatched to you. The purchased product(s) will be dispatched to you once payment has been received;
for purchases of a bespoke design created by us to your specifications, payment of the full price will take place at the time you make your order. Please note this refers only to the order and purchase of a design of a product provided to you in digital form, and not the purchase of the physical product.
If your payment is not received by us and you have already received the goods, you:
must pay for such goods within three (3) days; or
must return them to us as soon as possible. If so, you must keep the goods in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the goods) and not use them before you return them to us.
If you do not return any goods (such as where you have not paid for them) we may collect the goods from you at your expense. We will try to contact you to let you know if we intend to do this.
Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under clauses 5 and 6.
The price of the goods:
is in pounds sterling (£)(GBP);
includes VAT at the applicable rate; and
includes the cost of delivering the goods within the United Kingdom. Delivery charges for international orders to be delivered outside of the United Kingdom will be advised to you prior to you making your order.
Nature of the goods
The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:
are of satisfactory quality;
are fit for purpose; and
match the description, sample or model.
We must provide you with goods that comply with your legal rights.
The packaging of the goods may be different from that shown on the website.
While we try to make sure that:
all weights, sizes and measurements set out on the website are as accurate as possible, there may be a small tolerance of up to one per cent (1%) in such weights, sizes and measurements in the goods; and
the colours of our goods are displayed accurately on the website, the actual colours that you see on your computer may vary depending on the monitor that you use.
Any goods sold:
at discount prices;
as remnants; or
will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.
If we can’t supply certain goods, we may need to substitute them with alternative goods of equal or better standard and value. In this case:
we will let you know if we intend to do this but this may not always be possible; and
you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.
Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at the top of this contract. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:
visit our website;
contact us via the Concierge page on our website or
visit the Citizens Advice website www.citizensadvice.org.uk.
Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
Please contact us using the contact details at the top of this page, if you want:
us to repair the goods;
us to replace the goods;
a price reduction; or
to reject the goods and get a refund.
End of the contract
If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.
Our intellectual property rights
We are the owners or licensees of all intellectual property rights in the products you purchase and the designs you commission from us. These rights are protected by copyright or trade mark registration and you may only use the products, or any part of them, in accordance with these terms.
You must not redistribute, transmit, assign, sell, rent, exchange, commercially exploit, broadcast, modify, adapt, copy, edit, sub-licence, share, lend, or transfer any products or designs, or part of the products or designs, that you purchase or commission from us unless agreed with us in writing. To do so would be breaching our intellectual property rights, and we reserve our rights to take legal action if this occurs.
Limit on our responsibility to you
Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for:
were not foreseeable to you and us when the contract was formed; or
that were not caused by any breach on our part;
business losses; and
losses to non-consumers.
Disputes & complaints
We will try to resolve any disputes with you quickly and efficiently.
If you are unhappy with:
our service to you; or
any other matter,
please contact us as soon as possible via the Concierge page on our website
If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
let you know that we cannot settle the dispute with you; and
give you certain information required by law about our alternative dispute resolution provider.
If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract.
The laws of England and Wales will apply to this contract.
Third party rights
No one other than a party to this contract has any right to enforce any term of this contract.