Terms and Conditions

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1. Definitions and Interpretation

1.1 In these Conditions:

Contract - means any contract for the sale of goods and/or the supply of services between us and you into which these Conditions are incorporated, and which is formed in accordance with clause 3.1;

Conditions - means the standard terms and conditions of sale set out below, including the Returns Policy and any special terms and conditions brought to your attention before you place an order;

EU – means any member state of the European Union, which includes the UK until 31 December 2020;

Goods - means the goods which you order through this catalogue and which we shall supply in accordance with our Contract;

Returns Policy – means our returns policy which can be found here is applicable when Goods are returned to us by you in addition to these Conditions;

Working Days - means Monday to Friday 9am to 5pm GMT and excludes bank, public and statutory holidays in England;

we - means WoolOvers Ltd, and “us” and “our” shall be construed accordingly; and

you - means the person placing an order for the Goods and entering into the Contract with us and “your” shall be construed accordingly.

1.2. The headings in these Conditions are for convenience only and shall not affect their interpretation.

1.3 Unless expressly stated otherwise, where rights and decisions are to be exercised or made at our discretion, then we shall be under no duty or obligation to you to justify or provide a reason for the decision.

1.4 Where our prior written consent is required in these Conditions, we shall not unreasonably withhold or delay in giving that consent.

1.5 All rights expressly reserved by or granted to us by these Conditions shall be without prejudice to any other rights which we may have from time to time.

1.6 We reserve the right to amend these Conditions should the need arise but if we do, any changes will not apply to any orders that we have accepted prior to the change being made.

1.7. We also operate under the terms of our privacy policy. Our Privacy Policy can be found here.

2. Information about Us

2.1. Who we are. We are Woolovers Ltd, a company registered in England and Wales. Our company registration number is 03445676 and our registered office is at Wool Overs House, Victoria Gardens, Burgess Hill, West Sussex, RH15 9NB. Our registered VAT number is 587 4609 91.

2.2. How to contact us. You can contact us by telephoning our customer service team at 01444 462 790 or by writing to us at [email protected] or WoolOvers House, Victoria Gardens, Burgess Hill, West Sussex, RH15 9NB, United Kingdom.

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 These Conditions (as updated by us from time to time) shall set out the entire agreement. No variation of these Conditions shall be binding unless agreed in writing by us and attached hereto. You will be subject to the policies and terms in place at the time you order the Goods from us, unless such change is required by law or government or regulatory authority (in which case it will apply to any orders you have previously placed). These Conditions apply to all purchases you make from us at any time, regardless of how the order is made.

2.5 We reserve the right to withdraw any products, offers or special promotions without notice. In the event that you have already placed an order under the Conditions that we have accepted we will provide you with a full refund for any money received.

3. Orders and our Contract with you

3.1 How we will accept your order. Your order represents an offer to purchase the Goods which is accepted by us when we issue you with acceptance of the order as follows:

3.1.1 for orders placed online, when we issue you with written acceptance of the order by email;

3.1.2 for orders placed by post, when we ship the order and confirmation of our contract will be included in the dispatch note included in your order; and

3.1.3 for orders placed by telephone, when ship your order and confirmation of our contract will be included in the dispatch note included in your order. Our Contract is formed and becomes legally binding when we issue this written acceptance to you.

3.2 By placing an order, you confirm that:

3.2.1 you are purchasing the Goods for personal use and not for resale; and

3.2.2 that you are at least 16 years old.
If we cannot accept your order.

3.3 All orders are subject to availability and on a first-come first-served basis as unfortunately we are unable to reserve Goods.

3.4 We reserve the right to refuse to accept an order (or part of an order) for any reason. If we are unable to accept your order, we will inform you of this by email, post or telephone (depending on how you placed your order) and will not charge you for the Goods. This might be because the Goods are 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 Goods, because we are unable to meet a delivery deadline you have specified, or if we reasonably believe you are intending to resell the Goods as a part of a business, trade, craft or profession (whether on e-Bay or otherwise).

3.5 If we reasonably believe you are intending to resell the Goods as a part of a business, trade, craft or profession (whether on e-Bay or otherwise) we reserve the right to refuse your order. In the event we do accept your order we will be entitled to treat you as a business customer and:-

3.5.1 the rights afforded in clause 10 (Your Right to Cancel) will not apply;

3.5.2 the terms of our Returns Policy will be withdrawn;

3.5.3 we will only accept returned Goods within seven days of despatch if they were defective at the time of receipt;

3.5.4 we will charge a reasonable handling fee, which shall exclude packaging and/or delivery costs for which you shall be liable and which will be confirmed prior to your order being accepted; and

3.5.5 make such other amendments to these Conditions as we deem necessary and only accept an order upon acceptance of the same.

3.6 You shall be responsible for ensuring the accuracy of the details of any order submitted by you, and for giving us any necessary information relating to the Goods within a sufficient time to enable us to perform the Contract in accordance with these Conditions. We shall not be liable for all costs and expenses incurred by you due to inaccurate information submitted by you.

3.7 The packaging of the Goods may vary from that shown in images on our website or catalogue. All specifications, drawings and particulars of weights, dimensions and performance issued by us are approximate only.

3.8 Your rights to make changes. If you wish to make a change to the Goods you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Goods, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 10).

4. Price of the Goods

4.1 The price of the Goods shall be the price confirmed by us at the time the order is placed.

4.2 While we take all reasonable care to ensure that all prices in our catalogue are accurate, errors may occur. If we discover an error in the price of goods you have ordered (whether this is by our error or an error by any third party), we will inform you as soon as possible and give you the option of re-confirming the order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you have already paid for the goods and the order is subsequently cancelled, you will receive a full refund.

4.3 In the event that we are unable to supply the Goods at the price or specification stated in the order, we will where possible notify you of any changes and where the Goods ordered are not available we may offer you substitute goods whereby you will be asked to re-confirm your order at the new price and/or specification. You are not obliged to accept any substitute Goods and will be entitled to receive a full refund if you confirm that the substitute Goods are not acceptable.

4.4 The price is inclusive of any applicable value added tax or other sales tax (at the rate from time to time in force). Any VAT, packaging or delivery costs for which you shall be liable will be confirmed prior to your order being placed. We will not be able to confirm any custom duties or tariffs applying to your order but you will be responsible for paying any such costs directly to the relevant custom officials if imposed. You should check if any custom duties or tariffs will apply to your order before placing your order.

4.5 If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

5. Terms of Payment

5.1 Please see our Payment Options for our terms of payment.

5.2 If you fail to make any payment on the due date then we reserve the right to) cancel the Contract or suspend further deliveries to you.

5.3 All credit and charge 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. In addition, in the interests of preventing fraudulent use of credit, debit and charge cards, WoolOvers Ltd will validate the names, addresses and other information supplied during the order process against commercially available records (e.g. Electoral Roll data, credit reference services). We reserve the right to instruct a third party to complete these checks. By ordering from our catalogue you consent to such checks being made. We may need to contact you by letter, telephone or email to verify details before we are able to process and dispatch your order or we may be unable to accept your order and we shall not be liable for any delay or non-delivery this may cause. Any information given may be disclosed to a registered Credit Reference Agency which may keep a record of the information. All information provided will be treated in accordance with the Data Protection Act 2018. Please see our data privacy notice here for more information.

6. Delivery

6.1 You shall make all arrangements to take delivery of the Goods whenever they are tendered for delivery.

6.2 The costs of delivery and packaging will be as set out in our catalogue.

6.3 We may deliver the Goods in instalments and in some cases the Goods will be shipped from different locations depending on where we have stocked the Goods.

6.4 We aim to provide you with an approximate date on which the Goods will be ready for collection or delivery and will in any event deliver the Goods within 30 days unless otherwise stated. Where we become aware that the date of delivery may be delayed, we shall notify you as soon as possible and aim to provide you with a revised date. We may deliver the Goods in advance of the quoted delivery date upon giving you reasonable notice.

6.5 Delivery instructions. If you ask our delivery provider to leave the goods in a safe place or at checkout request special instructions then you are deemed to accept total liability for the goods if we comply with your instructions.

6.6 If you fail to take delivery. If you fail to take delivery of the Goods or fail to give us adequate delivery instructions at the time stated for delivery then we reserve the right to store the Goods until actual delivery and charge you for the reasonable costs (including insurance) of storage or subsequent delivery charges which we may incur.

6.7 Please see our Delivery and Returns policy here for postage charges.

6.8 You will be liable for all customs requirements and duties arising for delivery of Goods outside the UK. We accept no responsibility for these requirements and duties. Any such charges must be borne by you and you are responsible for complying with all laws and regulations of the country in which you are importing the Goods. We shall not be liable for delayed delivery times due to packages being inspected by customs. You agree that if we incur any liability due to your failure to comply with custom requirements and duties by you that you shall reimburse us for all loss, damages, costs and expenses awarded against or incurred by us in connection with such claim.

6.9 In certain countries we offer the option for customers to collect their deliveries at Parcel Shops. This service is provided by a third party. The delivery label on the parcel will still incorporate your home address in order to facilitate your identification on collection.

6.10 If an item/items are purchased and qualify for free standard delivery but are later returned to us which brings the amount spent below any qualifying level, delivery charge will be deducted from any refund.

7. Responsibility and Ownership of Goods

7.1 When you become responsible for the Goods. You become responsible for the Goods at the time of delivery or, if you fail to take delivery of the Goods, the time when you have collected the Goods.

7.2 When you own the Goods. You own the Goods when we have received in cleared funds payment in full of the price of the Goods.

7.3 Until you own the Goods, we shall be entitled, at any time, to require you to deliver up the Goods to us and, if you fail to do so seek a court order to permit us to enter upon any premises where the Goods are stored and repossess the Goods.

8. Our responsibility to You

8.1 In the unlikely event that the Goods do not conform to these Conditions, please let us know as soon as possible after delivery. We will collect the Goods on a date agreed between us or ask you to return the Goods to us at our cost and once we have checked that the Goods are faulty, we will either:

8.1.1. provide you with a full or partial refund;

8.1.2. replace the Goods; or

8.1.3. repair the Goods.

8.2 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with the Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

8.3 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; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products (as described in clause ‎8.1) and for defective products under the Consumer Protection Act 1987.

8.4 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

8.5 We are not responsible for delays outside our control. If our supply of the Goods 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 Goods you have paid for but not received.

9. General

9.1 These Conditions do not purport to confer a benefit on any third party.

9.2 Where we do not take action against you if you break the Contract, we shall not be prevented from taking action against you in break the Contract in the same way or any other way in the future.

9.3 Where any competent authority deems any Condition to be invalid or unenforceable in whole or in part, then the offending part shall be removed and the validity of the remainder of the Conditions shall not be affected.

9.4 The copyright in all photographs, images and descriptions contained in our catalogue and on our website are owned by WoolOvers Ltd, and may not be reproduced without the express consent of WoolOvers Ltd.

9.5 All dealings between us in connection with these Conditions and each Contract shall be carried on in the English language.

9.6 You may not transfer any of your rights or obligations under the Conditions to another person without our prior written consent, which we will not withhold unreasonably. We can transfer all or any of our rights and obligations under the Conditions to another organisation, but this will not affect your rights under the Conditions.

10. When You May End the Contract (including your right to cancel)

Your right to cancel (EU and UK customers only)

10.1 You have the legal right to cancel your order at any time within 14 calendar days from the day on which the Goods were received for any reason. If your Goods are delivered in separate instalments, you have the legal right to cancel your order at any time within 14 calendar days from the day on which the last instalment was received.

10.2 If you wish to cancel before the Goods are despatched, please contact us as soon as reasonably possible. You may contact us by email, post or phone or use our online form located here. Alternatively, you may use the form appended to these Conditions but are not obliged to do so.

If you wish to cancel after the Goods are despatched, you have up to 14 calendar days to return your item(s) from the date of your cancellation request. You will be responsible for the cost of the return of the Goods. We cannot be held responsible for lost returns, caused by your choice of carrier. We therefore recommend that you post the Goods back to us via a recorded, special or proof of delivery service.

10.3 When you return Goods to us because you have cancelled the contract between us, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day you have given notice of your cancellation. After the 14 day cooling off period has elapsed, our Returns Policy applies (see returns policy here).

Ending the contract because of something we have done or are going to do (all customers).

10.4 Our goodwill returns policy. We also provide an goodwill returns policy (in addition to the right to cancel that applies to EU and UK customers above), which applies to all customers (regardless of where they are based) and which can be found here: https://www.woolovers.com/returns

10.5 Ending the contract for other reasons. If you are ending a contract for a reason set out at 10.5.1 - 10.5.3 below the Contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

10.5.1 we have told you about an error in the price or description of the Goods you have ordered and you do not wish to proceed;

10.5.2 there is a risk that supply of the products may be significantly delayed because of events outside our control; or

10.5.3 you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 6.9‎).

10.6 When we will pay the costs of return. We will pay the costs of return:

10.6.1 if the Goods are faulty or misdescribed; or

10.6.2 if you are ending the Contract because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

How to end the Contract with us (including where you choose to cancel under clause 10.1)

10.7 To end the Contract with us, please let us know by doing one of the following:

10.7.1 Call customer services on 01444 462 790 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.

10.7.2 Write to us by post at the address provided on our websites and in our catalogues, including details of what you bought, when you ordered or received it and your name and address.

10.7.3 By returning the Goods in accordance with clause ‎10.8 below.

In each case, you may use the model cancellation form set out at the Appendix of the Conditions, but you do not have to do so.

10.8 If you end the Contract for any reason after Goods have been dispatched to you or you have received them, you must return them to us. You must post the Goods back to us at:

WoolOvers House
Victoria Gardens
Burgess Hill
West Sussex
RH15 9NB
United Kingdom

All Goods should be returned using the same box we delivered in, as long as it’s in suitable condition, along with the completed returns form.

Please call our Customer Service team on 01444 462 790.

We cannot be held responsible for lost returns, caused by your choice of carrier. We therefore recommend that you post the Goods back to us via a recorded, special or proof of delivery service.

10.9 How we will refund you. We will refund you the price you paid for the Goods including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

10.10 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

10.10.1 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 would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

10.10.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option

10.10.3 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 then your refund will be made within 14 days of your telling us you have changed your mind. If you are returning the Goods for any other reason, please see our goodwill returns policy here (see clause 10.4).

11. Competitions

11.1 We may in our sole discretion offer competitions to you at such times and in such manners as we deem appropriate.

11.2 All prizes offered are non-transferable and cannot be substituted for a cash alternative.

11.3 There will be one entry per person, per residential address only unless otherwise stated. We may in our discretion deem duplicate entries void.

11.4 There will be only one winner per competition, drawn at random after the closing date unless otherwise stated.

11.5 Our decision as to the winner of the competition is final and no correspondence shall be entered into.

11.6 Winners will be notified by email.

11.7 Prizes will be delivered to your nominated address at our expense. You shall inform us of all information necessary to ensure that the prize is delivered as soon as reasonably practicably.

11.8 Competitions are open to UK residents only unless otherwise stated.

11.9 Employees, families and friends of WoolOvers Ltd are not allowed entry.

11.10 Please read the terms and conditions of each competition carefully before taking part in the same.

12. Gift Vouchers

12.1 Gift Vouchers & E-Vouchers are non-refundable; items purchased via gift vouchers/e-vouchers can only be refunded back onto a gift voucher/e-voucher, they have an expiry date and if lost they cannot be replaced.

12.2 The Terms and Conditions can be found on the reverse of the gift voucher or at the bottom of the e-voucher email. The terms are:

12.2.1 Gift Vouchers/E-Vouchers can be used as full or partial payment in our store, over the phone, by post or on our website.

12.2.2 Gift Vouchers/E-Vouchers cannot be refunded or exchanged for cash and no change will be given. Note: no change means that money will not be returned to the customer. If (s)he only partially redeems a gift voucher, the remainder of the balance will stay on the gift card.

12.2.3 Anything purchased or exchanged using a gift voucher/e-voucher can only be refunded to a gift voucher.

12.2.4 Lost/Stolen vouchers are the cardholder’s responsibility and cannot be replaced by us.

12.2.5 Gift vouchers/E-Vouchers are valid for a 24 month period commencing from the day they are purchased.

12.2.6 Items returned to our return warehouse will be refunded to a new gift voucher or E-Voucher, which will be posted or emailed to you. Any refund over and above the original Gift Voucher/E-voucher value, will be refunded to the payment card used.

12.2.7 Gift Vouchers/E-Vouchers are issued by and remain the property of WoolOvers Ltd.

12.2.8 We reserve the right to amend the Gift Voucher/E-Voucher terms and conditions above at any time, subject to clause 1.6 above.

13. Online Promotions

We may be running additional online promotions. Please see our individual Offer Terms & Conditions for more information at https://www.woolovers.com/offerterms

14. Alternative Dispute Resolution

Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact an alternative dispute resolution provider. If you are a customer in the EU, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.

15. Pre-orders

15.1 Our pre-order service allows you to order Goods before the stock has arrived in the WoolOvers warehouse.

15.2 The Goods will be sent to you when we have received them. In most cases, this will be by the dispatch date displayed on our website. This date cannot be guaranteed as delays outside of our control sometimes occur. We are not responsible for any changes to the dispatch dates.

15.3 Payment is taken and processed at the time the order is placed. If for any reason we cannot fill your order, a full refund will be issued.

15.4 Delivery timelines will apply from the moment the pre-order Goods are shipped.

15.5 If your order contains both in-stock and pre-order Goods, the Goods which are in stock will be dispatched immediately (providing they cost more than £25) and the Goods which are on pre-order will be dispatched separately when we have received the stock. There is no additional charge for this.

15.6 Any in-stock Goods which cost less than £25 will be held back and dispatched at the same time as the pre-order Goods.

15.7 If you wish to cancel or amend your pre-order before the Goods have been dispatched, please contact us as soon as reasonably possible.

15.8 Your pre-order purchase is also subject to our general Terms and Conditions above.

16. Care and Repair Service

16.1 Timescales for completion and return to the customer. Please allow for a two-week turnaround from receipt of the garment. Upon receipt of the garment, we will provide a more specific timescale within the two-week window. Upon despatch we will inform the customer that their garment is on its way and provide the relevant tracking information. If we receive a non-standard repair/recondition request, we will contact the customer to discuss the options and provide pricing and timescales.

16.2 Standard repairs include small holes (up to six), snags, and general wear and tear.

16.3 Non repairable faults include: Extensive thin areas around the elbow caused from leaning, where, over time, the yarn has worn thin and eventually disintegrated, Garments riddled with moth holes, Felted or matted garments.

16.4 Stains. We can successfully remove most stains, but it is not always possible.

16.5 Fabrications/Compositions we can accept include: cashmere, cashmere mixes, merino, lambswool, wool, and cotton.

16.6 Fabrications/Compositions we cannot accept include: silk, acrylic, angora, synthetic fibres, felted cashmere and felted wool garments.

16.7 Colour matching yarn. We have a wide range of yarns available and we will best match the colour of the garment with the yarn used to repair.

16.8 Inbound & Return Shipping. Postage is covered by the paid postage label included in the pack sent to customers. Your garment will be returned at no cost to you by Royal Mail tracked. This postage option covers the parcel for loss or damage up to £100.

16.9 This service is only available to mainland UK customers and only valid on WoolOvers branded garments.

17. Which Laws Apply to this Contract and Where You May Bring Legal Proceedings

17.1 These Conditions shall be subject to English law. All claims or disputes arising in relation to or in connection with any Contract (any order for Goods) under these Conditions shall be governed by English law. You may bring a claim to enforce your consumer rights in connection with the Contract before the courts of your resident country, as laws in your country of residence may also apply to allow you certain levels of consumer protection. In addition, you are also entitled to bring a claim before the Courts of England and Wales if you prefer.

17.2 If you wish to bring a claim before a court in your resident country, please use the following service address: WoolOvers House, Victoria Gardens, Burgess Hill, West Sussex, RH15 9NB, United Kingdom.