Last updated on 28 March 2019
These Terms of Sale will apply to any contract between us for the sale of products to you.
Please read these Terms of Sale carefully and make sure that you understand them before ordering any products from our website.
Please note that before placing an order you will be asked to agree to these Terms. Without this agreement, you will not be able to order any products from us.
Information about us
Products supplied from www.chartwellandg.co.uk are supplied by Chartwell and G Ltd.
Chartwell and G Ltd. is a company registered in England and Wales.
▪ Company registration number: 08114149 (England and Wales)
▪ VAT number: 150564623
▪ Registered office: 20-22 Wenlock Road, London, N1 7GU, United Kingdom.
▪ Registered trading address: 20-22 Wenlock Road, London, N1 7GU, United Kingdom.
To contact us, please visit our Contact Us page.
Use of our website
How we use your personal information
We have aimed to ensure that the colours of our products as they appear on our website are as near as possible to the colours of the products themselves. However, the actual colours you see will depend on your computer equipment, and accordingly, we are unable to guarantee the precise colour of the product on delivery.
Please contact us prior to your order if you would like us to send you silk swatches of the colours currently available at no charge (where you have registered your details with us).
All products shown on our website are subject to availability. We will inform you by email as soon as is reasonably possible if the products you have ordered are unavailable and we will not process your order if made.
Our customers and your rights
You may only purchase products from our website if you are at least 18 years old.
We deliver to all countries, but outside of the EU, the customer will be responsible for any further taxes and custom duties.
As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms of Sale will affect those legal rights.
How a contract is formed between you and us
Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.
You can also place orders with us over the telephone by calling T +44 (0)20 3691 0118.
After you place an order (whether online or by telephone), you will receive an email from us acknowledging that we have received your order. However, please note that this does not mean that your order has been confirmed or accepted by us.
We will confirm our acceptance of your order by sending you an email headed “Order Confirmation”. The contract between us will only be formed when we send you this Order Confirmation.
If we are unable to supply you with a product, for example because that product is not in stock or no longer available or because of an error in the price on our website, we will inform you of this by email and we will not process your order. If you have already paid for the products, we will refund you the full amount as soon as it is reasonably possible.
Our right to vary these Terms of Sale
We may make changes to our website, policies, and terms and conditions, including these Terms of Sale at any time.
Every time you order products from us, the Terms of Sale in force at that time will apply to the contract between you and us.
Price of products and delivery charges
The prices of the products will be as quoted in pounds sterling on our website from time to time. We aim to ensure that the prices are correct at the time we entered the relevant information onto the website.
Prices for our products may change from time to time, but changes will not affect any order which we have accepted by email.
The price of a product includes VAT (where applicable) at the applicable current rate chargeable for the time being. If the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the products in full before the change in VAT takes effect.
The price of a product does not include delivery charges. Our delivery charges are as quoted on our website from time to time. To check relevant delivery charges, please complete the region details in your shopping basket.
Please note that we automatically deduct UK VAT for orders being delivered outside of the European Community. Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them.
It is always possible that, despite our best efforts, some of the products on our website may be incorrectly priced.
If we discover an error in the price of the products you have ordered and a product's correct price is higher than the price on the website, we will inform you of this error and we will give you the option of continuing to purchase the product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
Please note that if the pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect (lower) price.
If a product's correct price is lower than our stated price, we will charge you the lower amount and send you the product.
How to pay
You can only pay for products using a debit card or credit card. We accept the following cards: American Express, Maestro, Mastercard, Visa, Visa Debit and Visa Electron.
We will obtain authorisation for payment from your card issuer at the time you submit your order. Payment will not be taken from your card until we actually accept your order and issue an Order Confirmation. We reserve the right to cancel your order upon failure of card authorisation.
We will provide an estimated lead time for your orders during the check out process and order confirmation. Please note that products that we are customising for you may take a little longer to dispatch.
Your order will be fulfilled by the estimated delivery date set out in the Order Confirmation, unless there is an event that is outside of our control. If because of this we are unable to meet the estimated delivery date, we will contact you with a revised estimated delivery date.
Delivery will be completed when we deliver the products to the address you gave us.
Ownership of the products will pass to you when we receive payment in full (including all applicable delivery charges). The products will be your responsibility from completion of delivery.
First time orders
For your security, please be aware that first-time orders can only be shipped to the cardholder's billing address or a corporate work address which we are able to verify independently.
To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the cardholder's name is written as it appears on the card.
If you are wishing to cancel your whole order, please contact firstname.lastname@example.org. If we don't receive the item/s back from you along with the delivery slip, we may arrange for collection of the item/s at your cost.
This policy is with exception to any bespoke, made-to-measure or custom-made products or products made to your specification or which are clearly personalised.
Please read our Returns Policy carefully to ensure you can proceed with your request as quickly as possible.
▪ General terms
All returns should be sent back to us in their original packaging within 14 days of their delivery to you. Please ensure when doing the return that the packaging is properly protected with the plastic bag provided.
The products should be returned unworn and in perfect condition, with all garment tags still attached.
Returns that are damaged, soiled or returned without their original labels may not be accepted and may be sent back to you.
Returns outside the 14 day window may only be accepted at our discretion.
▪ Faulty or damaged goods
Before your order leaves our studio, it is always carefully checked and controlled by our packing team. However, if you receive an item which is faulty or damaged, please contact us immediately.
If you have returned any product to us because it is faulty or mis-described, we will refund the price of that product in full, as well as any applicable delivery charges and any reasonable costs you incur in returning the product to us. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms of Sale will affect those legal rights.
▪ How to return an item
Please contact us by email at email@example.com or through our Contact Us page. We will then provide you with a return number and full instructions on how to return your item.
5. If your item was sent to you via Standard Air Mail (tracked), you will be responsible for the cost to return your item to us. Please ensure that you carefully package the item/s to be returned and we recommend sending via a tracked service or at the least having proof of postage.
All successfully returned products will be credited to the credit card or debit card that was originally used to purchase them.
If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us .
Our liability to you
If we fail to comply with these Terms of Sale, we will be responsible to you for loss or damage you suffer that is a foreseeable result of our breach of these Terms of Sales or our negligence. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the contract.
We only supply the products for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We do not in any way exclude or limit our liability for:
• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any liability which by law cannot be limited or excluded.
Events outside our control
We will not be held responsible for any delay or failure to comply with our obligations under these Terms of Sale if the delay or failure arises from any cause which is beyond our reasonable control. This does not affect your right to have the products sent to you within a reasonable time. If the delay occurs before the products are dispatched, we will not charge you for the products until they are dispatched and you may cancel your order at any time prior to dispatch.
Other important terms
Each of the paragraphs of these Terms of Sale operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
If we fail to insist that you perform any of your obligations under these Terms of Sale, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
These Terms of Sale are governed by English law. This means a contract for the purchase of products through our website and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. This means that you may bring a claim to enforce your rights in connection with these Terms of Sale in England or Wales or in the EU country in which you live.