Terms & Conditions
Terms and conditions
Viyella stores are trading name of William Hollins and Co Ltd a registered company in England number (151652). Address: 57 Broadwick Street, London, W1F 9QS. Holding company Waterlinks Investments Ltd.
These terms and conditions apply to purchases made on the Viyella website
www.viyella.co.uk
Your acceptance of these terms and conditions is given when you make a purchase from us so it is important that you read these terms and conditions carefully before purchasing from us.
Our Terms and conditions are laid out in the following sections.
Part 1 - Information about the website and the goods available.
Part 2 - Buying Goods.
Part 3 - Delivery Options & Charges
Part 4 - Returning Goods
Part 5 - General terms relating to our relationship with you the customer
Part 6 - Notices and disclaimers.
Part 7 - Customer Services
We reserve the right to amend these terms and conditions at any time and any such change will be effective to all new orders placed with us.
Part 1 - Information about the website and the goods available.
At Viyella we do our best to ensure that all information on our website is accurate at all times, however mistakes do happen and in the event of this we will do our best to rectify all information errors as quickly as possible. However we will not be liable to you for any errors on the website as we take careful steps to ensure our accuracy at all times.
If you believe that an error on our website has affected your purchase with is please do let us know.
Please remember that buying clothing and accessories on-line provides a very different experience to that off buying in one off our stores or concessions. There are certain factors that you should bear in mind and be aware of before making a purchase:
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Our sizes and measurements are accurate (please see size chart)
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All items are subject to availability so we may not be able to fulfil your order, however you will be notified of this.
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The colours of items shown could possibly change when viewing on-line, this can be down to many factors including your computers display settings.
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All delivery times are given as an estimate and we cannot be held liable for external factors delaying the delivery of your items (including postal strike)
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Products and promotions which we are offering on our website may not necessarily be available in our stores or concessions and vice versa.
It is you (the customers) responsibility to ensure that your login details, password and all other details and information relating to your account and purchases remain confidential at all times.
Part 2 - Buying Goods
When purchasing items from our website there are a number of steps you need to take:
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View garments from our "view product by product type" or "Search by outfit".
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Select the item you require making sure you have the correct size and quantity.
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Add the product to your shopping basket
Checkout Step 1 - Login details
Checkout Step 2 - Address details
Checkout Step 3 - Payment details
Checkout Step 4 - Confirm delivery method
Checkout Step 5 - Confirm shipping address
Checkout Step 6 - Confirmation of order
On receipt of your order we will send you an order confirmation email to the email address which you provided for us. This email will contain:
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Your order number
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Details of Goods ordered
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Method of shipping.
Note: This email is only to acknowledge that your order has been received and we are making the relevant steps to process it.
An order despatch email will be sent and payment taken from your credit / debit card when we know we are able to satisfy your order and are ready to despatch them to you.
Order complete on availability of goods and successful payment process.
Your order will only be accepted by us once we have dispatched the product to you and sent you the order confirmation email. We reserve the right to refuse any order prior to acceptance.
If the product you wish to purchase is not available we will do our best attempts to inform you during the ordering procedure we will also include details on the despatch email.
All prices listed on the website are in UK Pounds Sterling (£) this includes delivery and packaging charges off £5 per order.
All charges unless otherwise stated are inclusive of VAT and other applicable taxes.
Part 3 - Delivery options and charges
We deliver all purchases using Royal Mail special delivery to items in the UK (including Northern Ireland for the same standard price of £5.00.
For items being shipped to the Republic of Ireland we also use Royal Mail and the cost is £10.
A signature confirming the receipt of the goods is required for the delivery. If there is no one available at the delivery address the postman will return with it back to the depot and leave a card informing you of this. Please ensure you take the card with you to collect your parcel.
For delivery addresses in the UK we offer these services:
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Recorded Delivery (3-5 working days) £5.00.
Part 4 - Returning Goods
If unfortunately you are not entirely satisfied with your Viyella purchase you can return to us within 28 days for a full refund.
It is very important that items you would like a refund on are returned to us in a saleable condition. All labels must still be attached, the item unworn and still in the packaging accompanying the garment.
Once you have decided to return the items to us you must not use them and take good care of them whilst they are still in your possession. The items must be returned to us intact and undamaged within the required 28 days.
We will, on receipt of the intact and undamaged item, refund to the original method of payment the full price paid for the items returned to us. The original delivery costs will not be refunded to you.
Returning Goods by post
We currently only accept returns through the post and this is a free service offered to you. If you wish to do this please follow the instructions below:
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Clearly write your name, address, postcode and order number on the returns form enclosed.
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Complete the returns form carefully ensuring that all boxes have been filled out correctly and enclose in with your goods.
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Wrap the items in the packaging enclosed and place in the grey mail sack (at the bottom of the box) and seal.
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Stick the freepost returns label on the front of the parcel.
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Take the parcel and the original despatch note to your local post office.
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Please make sure that you obtain a "proof of posting" certificate which you should retain until the refund has been processed.
Please remember to complete the returns form with your returned products.
Your rights under this part 3 are in addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000. You may notify us by email at CustomerServices@viyella.co.uk. that you wish to cancel your order before the end of the statuary cancellation period (7 days from the day after you receive the goods). You must then return the goods to us along with the returns form as previously mentioned.
Nothing under these terms and conditions affects your statuary rights.
Part 5 - General terms relating to our relationship with you.
We will not be responsible for the performance of any obligations under these terms & conditions in the case of an event outside of our reasonable control (force majeure), including (but not limited to) strikes, failures to third part systems or networks, fire, earthquake, storm, flood or other natural disaster, civil unrest, acts of terrorism, deliberate sabotage of or malicious damage to equipment or data or for damage to or destruction or premises or equipement.
Part 6 - Customer Services
Offering the best customer service is one of Viyellas core brand values and we want every customer to have a pleasant shopping experience with us whether it be in one of our stores and concessions or on-line.
If in anyway you are not entirley satisfied with the level of service you have received please email at CustomerServices@viyella.co.uk or write to us at:
57 Broadwick Street
London
W1F 9QS
Telephone customer services 0207 200 2900
Fax number: 0207 200 2977