Terms of Use

These terms and conditions, and all Returns and Delivery Policies, will apply to your purchase of any products/s from the Emilia Wickstead website and form a legally binding contract between you and Emilia Wickstead. Your acceptance of the terms and conditions is given when you purchase goods from us.

GENERAL

The terms and conditions may change throughout time. Access to this website is permitted on a temporary basis, and we reserve the right to withdraw or amend our services without notice. We will not be liable if for any reason this Website is unavailable at any time or for any period. This Website also contains links to other websites, which are not controlled by Emilia Wickstead and accepts no responsibility for them or for any loss or damage that may arise from your use of them.

You are responsible for the confidentiality of your login details, password and all other information provided.

QUALITY & CARE

All of our items must pass a thorough quality checking process before they are deemed suitable for retail. In the unlikely event of a manufacturing defect, please report to sales@emiliawickstead.com with sufficient information and evidence, inclusive of images and proof of purchase. Upon receipt we will investigate the matter and determine whether the fault was due to poor use, lack of care, wear and tear or a genuine manufacturing defect. Contact must be made within 30 days of purchase.

If your item(s) appear to be damaged upon arrival, please contact us within 48 hours of receiving your goods, by emailing sales@emiliawickstead.com with images and details of the problem. The matter will thereafter be referred to our Sales Team, that will put forward a solution based on the circumstances surrounding the related transaction.

If for any reason, important information relating to the handling and care of your product is missing, i.e wash care labels, woven labels, etc, please email sales@emiliawickstead.com to request for this information. We cannot be held responsible for any act undertaken by the customer without consulting Emilia Wickstead which may result in damage to the product/s due to not following care instructions and guidelines normally present on each item's wash care label.

PRODUCTS

Please consider that buying products over the Internet provides a different shopping experience to buying in-store. We have made every effort to display as accurately as possible the colours of our products. However, as the actual colours you see will depend on your monitor settings, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery and we cannot be held responsible for differences which appear as a result of the aforementioned point. All measurements are approximate, but every effort is made to ensure they are as accurate as possible. Unless otherwise stated, sizes indicated are UK sizes.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information is entered onto the system.

Please also note due to the nature of manufacturing, all lengths stated are approximate.

However, if we discover an error in the price of any goods that you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel, and you have already paid for the goods, you will receive a full refund.

PRICING & AVAILABILITY

Prices are subject to change without notice. Prices are inclusive of VAT (where applicable). Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the 'Total Cost'.

All Goods are subject to availability - we may not be able to supply your order. We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from: the product ordered being unavailable from stock, our inability to obtain authorisation of payment, the identification of an error within the product information etc. If there are any problems with your order we shall contact you.

PAYMENT METHOD

We accept payments from all major debit and credit cards via PayPal. All transactions are securely processed via PayPal using a verified SSL certificate ensuring that all data provided is encrypted.

Orders must be paid in full before we despatch the goods.

We do not store credit card details nor do we share customer details with any 3rd parties.

PROHIBITIONS

You must not misuse this Website, commit or encourage a criminal offence; transmit or distribute a virus, trojan, worm, or post any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; cause annoyance to other users; send any unsolicited advertising or promotional material. Inayah will report any such breach to the relevant law enforcement authorities and disclose your identity to them. We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this Website or to your downloading of any material posted on it, or on any website linked to it.

Emilia Wickstead reserves the right to close accounts if any user is seen to be attempting to disrupt our services in any way.

OUR CONTRACT

When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order: this email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation by e-mail that states the goods that you have ordered have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed.

PROMOTION CODES AND SALES

Only one promotional code can be used per customer.

Emilia Wickstead reserves the right to decline to accept orders where a promotion code is invalid. Promotion codes may be withdrawn at any time. Promotion codes are not valid in conjunction with any other offer or promotion. In the event of product returns, refunds will be given for the amount used in the original purchase once the discount is applied. Any shipping cost incurred will not be refunded.

Sale items are not exchangeable no refundable.

BRIDAL

The dresses from our RTW Bridal collection can take up to sixteen weeks to be produced. All bridal collection sales are non-refundable as the dresses are made to order. Alterations are an additional service and charged at £45 per hour. For any further information please contact bridal@emiliawickstead.com.

COMPLAINTS

We value customer satisfaction. Please contact us should you have any complaints or comments.



DELIVERY

DELIVERY FOR UK

All UK orders are dispatched within 3 – 5 working days via DHL, charged at a flat rate of £8.5.

DELIVERY FOR EUROPE

All European orders are dispatched within 3 – 5 working days via Fedex, charged at a flat rate of £18.

DELIVERY FOR USA

All USA orders are dispatched within 3 – 5 working days via Fedex, charged at a flat rate of £20

DELIVERY FOR THE REST OF THE WORLD

All Rest of World orders are dispatched within 3 – 5 working days via Fedex, charged at a flat rate of £30

Delivery costs are no refundable.

CUSTOMS AND DUTY

The import duties or taxes are charged from your own customs office which you should pay when importing goods, this is not a payment to us, and all the taxes duties are buyer’s responsibility. We will not accept the responsibility for customs costs charged.

Any delivery costs incurred by Emilia Wickstead due to parcels being rejected by the customer will be offset against the refund due to the customer.

Some International shipments may take between 2-3 days longer depending upon the customs regulations and third-party issues. We cannot be held responsible for any lengthy delays which occur due to customs regulations.



RETURNS

RETURNS ADDRESS

Emilia Wickstead 162a SLOANE STREET, LONDON SW1X 9BS – United Kingdom

CLOTHING (READY TO WEAR)

If for any reason you wish to obtain a refund you may return your item(s) to us within 28 days of receiving your order. Please complete the returns chart in full, which accompanied your order, and enclose this with your parcel to the returns address provided on the returns form. Please note we do not accept exchanges.

If you require a replacement returns form please contact us and we will send a new form to you via email

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REFUND REQUESTS

Once received, a return may take up to 10 working days to be processed or more during busy and sale periods

If you have not heard from our returns team within 10 working days of your parcel being delivered, please email: sales@emiliawickstead.com

Please ensure you keep proof of postage or tracking number- we will need this if there are issues with your return.

Customers will receive an email notification once their return has been processed (please check your Spam/Junk folder for this automated message). Kindly note, once a refund has been completed by Emilia Wickstead funds may take up to 10-14 days to appear in your bank account.

We will only offer a refund for clothing if the garment/s is/are unused, unwashed, in perfect resalable condition with the Emilia Wickstead Swing Tag(s) still attached. We cannot accept returns that have been torn, soiled or damaged due to incorrect washing or use.

We are not responsible for any items that are returned to us by mistake.

We cannot accept returns of earrings or jewellery sets which include earrings. This is for hygiene reasons and doesn’t affect your statutory rights.

Any item(s) returned with damage caused by the customer (from personal use, wear or insufficient packaging when returning the item(s)) shall be returned to the customer

FAULTY ITEM

Please return your item(s) to us within 30 days after receiving your order, and remember to get in touch before returning. Please contact us and a member of our team will look into it

Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.

TERMS & CONDITIONS

We will only offer a refund for clothing if the garment/s is/are unused, in perfect resalable condition with the Emilia Wickstead Swing Tag/s still attached. All goods must be returned in their original packaging (Mailing bag, Gift Boxes, Accessory bags etc). Any item(s) returned with damage caused by the customer (from personal use, alteration or insufficient packaging when returning the item(s)) shall be returned to the customer. Any fees which Emilia Wickstead shall incur by returning the damaged items/items not in their original saleable condition, to the sender must be settled prior to any further action being taken (fees will vary depending on the location of the sender and will be confirmed prior to goods being sent). This can either be done by deducting the return postage fee from any eligible refund money due or an additional payment can be made (liaison shall take place with our team via email correspondence should such a situation arise).

If you are returning item(s) to us from outside of the EU, you must complete customs declaration, clearly stating that the package contains ‘RETURNED GOODS’. If your parcel is stopped at UK Customs and a charge levied, we will refuse payment and the package will be returned to the sender. Under no circumstances can Emilia Wickstead pay customs duty in order to receive back our items. Please note, major couriers may charge administration handling fees for returning goods; under no circumstances can Emilia Wickstead pay such fees, this will be deducted from the refund amount requested.

When trying on items of clothing, please ensure that you are not wearing perfume, make-up or deodorant which may leave a scent or mark on the item.

Postage costs from the initial purchase will not be refunded unless there are proven instances of a severe manufacturing defect or as a result of fault on the part of Emilia Wickstead.

Please note, in the case of a full refund being demanded, all complementary items received within the package must be returned too. If your item was a part of a promotional package, for e.g. Buy one get one free; the free item must also be returned, otherwise, the cost of the free item will be deducted from the refund amount initially due.

We recommend using a form of Recorded Delivery (if based within the UK) to return your items to us as we cannot accept any responsibility for items lost or damaged in transit. Please do not return items solely using the Emilia Wickstead packaging bag.

Emilia Wickstead will not reimburse the customer for the cost of return shipping costs.

In the case of company error, or a manufacturing defect, Emilia Wickstead will reimburse the return shipping costs for returning damaged goods (only), once a return has been authorised. For UK customers, we will only cover the cost of a Royal Mail 2nd Class Recorded Delivery (maximum £4.99). For International Customers, Emilia Wickstead will only reimburse the return shipping fee for an Economy service, offered by a local postal service in the recipient's country of residence (where the goods were delivered), up to the value of the initial shipping fee which the customer paid for shipping in the order containing an error/defect. If the total credit due, exceeds the amount initially paid by the customer, a voucher code will be issued.

We reserve the right to refuse refunds if the above procedures have not been followed.

This policy is effective from 11th October 2018