TERMS & CONDITIONS

Phoebe Rose London (“PRL”) website is made available to you in accordance with the following Terms & Conditions (“T&Cs”). Please read these carefully before placing any orders.  

We wish to draw your attention to our policies relating to the terms of purchase within the T&Cs and our Privacy Policy. If you are under 16 you must let your parent or guardian know about PRL's Privacy Policy before you register to use this website. We reserve the right to only accept orders from those over 18. 

We may modify the T&Cs from time to time. If you do not agree to any change to the T&Cs then you must immediately stop using our website. Any changes made after you have placed an order will not affect that order unless we are required to make the change by law.

 

ELIGIBILITY TO PURCHASE

Our website is available only to individuals who meet our terms of eligibility, who have been issued with a valid credit/debit card by a bank acceptable to us and who have authorized us to process a charge or charges on their credit/debit card for the amount of the total purchase price of the garments which they purchase.

Garments purchased by the buyer are for personal or gift use and should not be re-sold, used for commercial purposes or any other commercial benefit. In addition, PRL reserves the right to restrict multiple quantities of an item being shipped to any one customer or postal address.

By placing an order, you expressly authorize us to perform credit checks, and where necessary, to transmit or to obtain information (including any updated information) about you to or from third parties, including but not limited to your credit/debit card number or credit reports.

Please refer to our Privacy Policy for further information about how we use your data.

 

ORDERS

At PRL we pride ourselves in ensuring each garment is made to the highest quality with the greatest attention to detail. Our garments are individually handmade to order by our specialist in-house team at the Phoebe Rose London Studios ensuring exclusivity for our customers.

 

PRICING POLICY

Prices shown on the website are in Sterling and are inclusive of VAT at the applicable rate.

Customers buying from outside the UK may also incur additional duties and customs fees levied by the jurisdiction to which you have specified delivery. PRL will not be held liable for such additional charges.

If you are a customer whose credit/debit card is not denominated in Sterling, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.

 

ACCEPTANCE OF YOUR ORDER

Our aim is to make your experience with us as easy and as enjoyable as possible so we will email you with regular updates of your order.

Once you have placed your order and payment has been processed, you will receive an email acknowledging the details and acceptance of your order.

Our garments are made to order and we will commence production immediately upon receipt of payment.  We aim to dispatch all orders within 1 week, unless we advise you otherwise. Delivery times will depend on the type of delivery selected (see below).

We will email you again to confirm that your order is in production.

Unless you cancel your order, completion of the contract between you and PRL will occur once we email you to confirm the goods have been dispatched.

We reserve the right not to accept your order if we are unable to obtain authorization for payment, if the item ordered does not satisfy our quality control standards and is withdrawn, or if you do not meet the eligibility criteria set out within the T&Cs.

We will not be liable to you or any third party by reason of our withdrawing any garments from our website whether or not that garment has been sold, refusing to accept a transaction or cancelling any transaction after processing has begun.

 

PAYMENT

Payment can be made by Visa, MasterCard or American Express.  Payment will be processed on acceptance of your order, via our website.

All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your card refuses to authorize payment, we will not be liable for any delay or non-delivery.

We take reasonable care to make our website secure. All credit/debit card transactions on this website are processed using STRIPE, a secure online payment gateway that encrypts your card details in a secure host environment.

To give you even more confidence when shopping online with PRL, STRIPE is certified as a PCI Level 1 Service Provider and will protect your account from unauthorized use.

 

WEBSITE SECURITY

Your details are always kept safe and secure with PRL. We use Secure Socket Layer (SSL) technology which encrypts and protects the data you send to us over the internet. If SSL is enabled, you will see a padlock at the top of your browser and you can click on this to find out more information about the SSL digital certificate registration.

You will also notice that the URL at the top of the browser begins with 'https:' instead of the normal 'http:' which means that you are in secure mode.

We will take reasonable care to keep the details of your order and payment 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 unauthorized access to any data you provide when accessing or ordering from the website.

 

DELIVERY

Once your item has been dispatched, we will email you details of your delivery including, where possible, a tracking number so that you can monitor your delivery.

Please ensure that the shipping address is correct as we are unable to redirect orders once they are on their way to you. 

All deliveries within the UK will be made using UPS. Our standard delivery service operates Monday to Friday from 8am to 8pm.

We are London based and are happy to deliver worldwide.

We require a signature for any goods delivered, so please ensure you will be available to accept your delivery.  In the event that there is no one in to sign for your delivery,  a card will be left whereby you can arrange re-delivery.

We cannot be held responsible for any delays caused by destination customs clearance processes.  If delivery is delayed by an event outside of our control, 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.

In addition, for deliveries outside the UK, please note that we will not be held responsible for lost, stolen or damaged items once these are in the hands of another country’s postal provider. Any additional duty and customs fees are payable by the customer and we will not be held liable for these additional charges.

Delivery times are estimates and are to be used as a guide only and commence from the date of dispatch:

·       UK Express:         1 working day                      £7.99

·       EU Standard:      5-10 working days            £8.99

·       International:   6-14 working days            £10.99

If you have any further queries please contact us at enquiries@phoeberoselondon.com and we will be happy to assist you.

 

INSURANCE

Ownership of the goods passes to you once you accept delivery of the goods.

Each delivery will be insured by us during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by us and transfer of responsibility in the same way. The goods are your responsibility from the time we deliver them to the delivery address as provided by you.

 

RETURNS & EXCHANGES

We aim to ensure that all our photographs are a true representation of the garments that you will receive. We have made every effort to display as accurately as possible the colours of our garments that appear on our website. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate. Furthermore, please remember that if fabrics are hand crafted there may be slight variations in the garments received compared to the photographs on our website.

Please be sure to follow the care instructions on your garment to ensure these are maintained to the highest standard after each wear.

If you are not completely happy with your purchase you may return your items for a full refund (excluding delivery costs) within 10 days of our email confirming despatch or within 28 days for EU / International deliveries.

All garments must be returned unused, in the original packaging with security ribbon, labels and garment tags still in place as originally attached.  Garments must be returned in the original condition you received them; any returns that are damaged, soiled, dry cleaned or altered in any way will not be accepted and will be sent back to the customer and/or a refund refused.

PRL reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.

All sale items are not eligible for a return.

Please follow the return instructions on the Returns Sheet enclosed with your parcel. Any unidentified items will be returned to the sender.

Once your returned garments have been received and your return has been approved we will process a refund to your original payment method within 2-3 working days and you will receive an email confirmation of this.

Please remember that card refunds may take up to 10 working days for your bank to complete, depending on their processing time. This can vary greatly between card issuers and unfortunately we are unable to influence this.

We offer a flexible returns policy to make your online shopping experience even easier. However, we do monitor the number of returns made and may refuse to accept orders at our discretion if goods are returned repeatedly.

We do not offer exchanges as all orders are made to order.  If you would like a different size, please place a new order and follow the return instructions for a refund on your original purchase.

 

FAULTY ITEMS

In the unlikely event you believe your item to be faulty, please contact us at enquiries@phoeberoselondon.com.

 

GOVERNING LAW

The T&Cs together with all our policies and procedures will be governed by and construed in accordance with the relevant United Kingdom law and the relevant courts of the United Kingdom will have exclusive jurisdiction.