TERMS AND CONDITIONS
Please read these Terms and Conditions (“Terms” or “Terms and Conditions”) carefully before using or purchasing goods from Clo de Vila Ltd (“us”, “we, “our” or “supplier”).
Your access to and use of the website is based on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who access or use the website.
These Terms also apply to the purchase of the goods by you (“the Customer”, “the Consumer”or “you”). Clo de Vila Ltd. is a company registered in England and Wales under number 12836642 whose registered office is at 71-75, Shelton Street, Covent Garden, London, WC2H 9JQ. These are the Terms on which we sell all Goods to you. By ordering any of the Goods, you agree to be bound to these Terms and Conditions.
Contract means the legally-binding agreement between you and us for the sale and purchase of the Goods.
Goods means any goods that we supply to you, of the number and description as set out in the order.
Order means the Customer’s order for the Goods from the Supplier as set out in the Customer’s order.
The description of the Goods (“products”) is as set out on our website or other form of advertisement. Any description is for illustrative purpose only and there may be small discrepancies in colour and size. We cannot guarantee the accurate display of colour on your computer monitor.
BASIC OF SALES
The description and display of the Goods on our website or other form of advertisement does not constitute a contractual offer to sell the Goods. When you place an Order, this is an offer to buy the Goods from us. We will send you an email acknowledgement of your Order. Please note that this email is an acknowledgement of your order and is not an acceptance of your order. A Contract will only be formed for the Goods ordered only once we have dispatched your order and sent you an email confirming this. We are under no obligation to supply the Goods although we will try to tell you the reason as soon as possible for example, if there is no remaining stock.
We currently accept all major credit card payments. If you wish to make a payment via another method, contact us at , we will try our best to assist you.
Once the transaction is completed, you will receive an email with your electronic receipt.
You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.
We take care to ensure that your shopping experience is safe and secure but in the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from us.
Once your order has been dispatched, we send you an email with your order tracking number. If you do not receive this email, please contact us at .
The shipping charge will be calculated according to your location and the weight of your order at the checkout.
Items are usually dispatched within 1-5 working days. Domestic orders are shipped using Royal Mail and we offer two options 24hr tracked or 48hr tracked.
For, International shipping, the estimate delivery date is 3-5 working days after dispatch for Europe, 5-7 working days after dispatch for the rest of the World. Please be aware that international orders may be subject to delays due to Customs Clearance processes. Unfortunately, this delay is out of our control.
Please note that due to Covid-19, we are not able to offer a signed for option and shipping times may be delayed.
Please note all shipping time frames are approximate and we cannot be held responsible if your order does not arrive on the estimated dates.
Please make sure that the delivery address provided is correct as we cannot be held liable for any orders that do not arrive due to faulty addresses.
TAXES AND DUTY
International order, including EU countries, may be subject to further duties and import costs, this is out of our control and we are not liable for it. Customers must cover all import duties and tax charges. The shipping company will contact you by phone to let you know that your online shop order is being held at your country’s customs centre. The local authorities will hold your order until you have paid the charges.
These charges vary according to country, therefore, we are unable to advice what the cost will be.
If for any reason you fail to pay the import taxes or duty charges, we reserve the right to charge you for any additional costs that might be charged to us because of this.
Under the Distance Selling regulations you have the legal right to cancel your order within 1 hour after the order confirmation. If you want to cancel your order, you need to notify us in writing at firstname.lastname@example.org within 1 hour. Once you have notified us, any sum debited from your credit, debit card or Paypal account will be re-credited to your account as soon as possible and in any event within 14 days of your order.
We hope you will love your items. However, if you wish to initiate a return, please contact us at email@example.com within 14 days upon receipt of your order.
To qualify for a full refund, all items must be returned unworn, in perfect, original condition, with the original packaging and the tags still attached. If these conditions are not respected, we won’t be able to proceed with the refund. Please note that for reasons of health and safety our masks are non-refundable.
We check every item prior to dispatch and keep records. Any intentional damage cannot be returned.
All returns require a return authorisation number. To obtain a return authorisation number, please email us at firstname.lastname@example.org and include your order number and the reasons of the return request. We will then provide a return authorisation and our return address. After reception of the return authorisation, you have another 14 days to ship the item back to us. The return address will be provide by email with the return authorisation number.
We recommend that you use a trackable method for return postage and to hold onto a valid proof of postage until you receive your refund. We cannot refund your order if it does not reach us.
For International orders, please clearly mark your package as well as your commercial invoice as ‘Returned Goods’, to avoid additional charges at customs. We are not liable for such additional charges and the cost will be deducted from the refund value.
Please note that we are unable to refund initial shipping charges for goods returned, as well as taxes and duties charges other than for faulty items. We are also unable to refund return postage costs.
Refunds of the item value will be issued within 14 working days.
To prevent fraud, we are only able to refund the amount to the credit card that was used to place the order.
Please note that Sales item are not eligible for return.
DAMAGED OR FAULTY ITEM
We check every item prior to dispatch, to ensure all items shipped are of the highest quality. However if you receive an item classified as faulty or damaged, please contact us at email@example.com within 48 hours of delivery and include your order number so we will do our best to resolve the matter.
Please note that we keep records of each item shipped and any intentional damage cannot be returned. We reserve the right to reject complaints on products, which have not been handled correctly and according to instructions.
If your item is eligible for an exchange/return, we will provide the return address as well as a return authorisation number by email. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear.
In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase and any shipping costs occurred. Please note that refunds onto credit cards can take up to 30 days and are subject to your bank’s refund regulations.
The products may differ slightly from the images shown on the website. This may be caused by your display settings on your computer/device. Measurements are approximate only.
Our products are handcrafted and are not machine made, please be aware there may be small imperfections and items may not be exactly the same as the photo product. This is what makes our products unique and should not be seen as a fault. This should not affect the over all aesthetic of the product and its ability for use intended, it will just add to its story.
Please note our face masks are not surgical items and they are not Personal Protective Equipment. We recommend that you wear a medical grade mask underneath.
Our products are made with love and care, using delicate material such as glass beads. Treat it like your most precious item.
Your brooch can be cleaned using a jewellery cloth. Do not put it under water or in the washing machine. Please use our Clo de Vila box to stock your brooch safely and avoid any damage.
Some of our items such as our face masks are hand-dyed and require to be wash in like colours or separately.