TERMS AND CONDITIONS
1. ORDERING PRODUCTS
1.2 Once your order has been submitted, it is not possible to amend or cancel it.
1.3 We may send you an email acknowledging your purchase; however this email does not confirm our acceptance of your order. We are entitled to refuse any order placed by you at any time up to the acceptance of your order. We may refuse an order for reasons, such as we consider you are not eligible to purchase the product, your payment has not been authorised, the ordered product is not then in stock or there is an error in the pricing or product description on the Website.
1.4 Acceptance of your order occurs at the time we dispatch your goods. At the point of acceptance the purchase contract will be made and we will supply the products to you in accordance with your order and our Terms and Conditions. We cannot confirm the availability or price of a product until your order is accepted in accordance with our Terms and Conditions. There is a delay between the time when your order is placed, and the time when the order is accepted, and a product may go out of stock before we accept your order. We will advise you if this occurs and refund any charge to your credit card however we are not be liable to you for being unable to provide that product.
1.5 If you have any questions about your order, please contact our Customer Service Team either by email at email@example.com or by telephone on +44 (0)20 7915 2461
2.1 Details of our prices for the products are displayed on the Website. The price of any product is the price in force at the date and time of your order, except where there is an inadvertent technical error, for which we will not be liable. We may change the price of any product before you place an order.
2.2 Orders must paid by credit or debit card at the time of purchase, but the charge to your credit or debit card does not signify our acceptance of your order and will be automatically refunded if we do not approve your order. We currently only accept Visa, MasterCard, MasterCard Debit, Delta Switch/Maestro, American Express and Visa Delta cards.
2.3 We aim to ensure that the prices displayed on the Website are accurate however we will need to validate the price of your order as part of our acceptance procedure. We will inform you if a product’s correct price is higher than that stated on your order and you may choose to cancel or confirm the order at the correct price. If we are unable to contact you or you fail to advise us whether you wish to cancel or confirm the order, we will cancel your order and inform you by email of the cancellation.
2.4 All prices shown on the Website are inclusive of VAT (if applicable), but exclusive of delivery costs which will be charged separately. If you are an international customer outside the EU, VAT will be automatically deducted (where applicable) from products dispatched to non-EU countries. The deduction will be made before payment is collected.
2.5 Prices are displayed in a currency that is determined according to your stated delivery address. If you pay for your order using a credit or debit card with a foreign currency denominated account, the account will still be taken in the currency according to your delivery address at the foreign exchange rate applied by your relevant credit card issuer or bank at the time of processing your order. Your bank or credit card issuer will determine the exchange rate and may add an additional processing or administration fee which you will be liable to pay. We are not responsible for any change in the price resulting from exchange rate fluctuations, or for any charges applied by your bank or credit card issuer.
3. E-GIFT CARDS
Vivienne Westwood E- Gift Cards are sold subject to the following terms and conditions:
3.1 E-Gift Cards are valid for 12 months from the send date.
3.2 E-Gift Cards will be e-mailed to the recipient on the selected date and once the full order has been processed and payment has been taken.
3.3 E-Gift Cards can be redeemed against all products on the WWW.VIVIENNEWESTWOOD.COM site.
3.4 E-Gift Cards are non-transferable, can only be used on the VIVIENNE WESTWOOD website for which they are issued and may not be returned or redeemed for cash. E-Gift Cards cannot be redeemed in any other Vivienne Westwood store, concession or outlet.
3.5 If your order total is less than the value of the E-Gift Card, the remaining balance can be redeemed on future purchases by applying the same voucher code at the checkout.
3.6 If your order exceeds the value of the E-Gift Card, the remaining balance must be paid by credit or debit card.
3.7 If you return products you have purchased using an E-Gift Card, you will be issued with a credit for use on a future online purchase.
3.8 Vivienne Westwood is not liable for delivery of an E-Gift Card to an incorrect or non-existent email address; this is the sole responsibility of the purchaser. Vivienne Westwood is not liable if an E-Gift Voucher cannot be delivered to the recipient’s email address due to spam filters, firewalls, the capacity of the recipient’s mailbox or any other factors outside of Vivienne Westwood’s control.
3.9 Vivienne Westwood is not responsible if an E-Gift Card is lost, stolen, destroyed or used without permission.
3.10 Gift vouchers cannot be used to purchase other gift vouchers and can only be used to purchase any products available at www.viviennewestwood.com.
3.11 Vivienne Westwood reserves the right to cancel an E-Gift Card if we deem such action necessary.
3.12 Promotional codes cannot be applied to the purchase of E-Gift Cards.
3.13 Sales tax and shipping is applicable on any products purchased with a Vivienne Westwood E-Gift Card.
4.1 We aim to deliver your order in accordance with the following delivery times:
Standard delivery: 3-5 working days.
Next Working Day Delivery (Monday-Friday) and Saturday Delivery (additional delivery charges will apply).
Due to the high volume of orders during this festive period, Next Day orders may be delivered within two working days.
The above delivery times apply to orders placed before 1pm (Monday to Friday only) to mainland UK. Please note that we do not ship any orders during weekends.
For Channel Islands, Scottish Highlands, Hebrides, Orkney and Shetland please allow two Working Days. Saturday Delivery is not available to these destinations.
Standard Service: 2 to 5 Working Days
International Priority Service: 1 to 3 Working Days
4.2 Any times or dates stated in section 4.1 and on the Website for delivery are estimates only. We will make reasonable efforts to deliver your order within the time specified, however we rely upon third parties to deliver the products to you and there may be delays due to circumstances beyond our control, for example, customs clearance. We do not, therefore, accept liability for any failure to deliver within the estimated times.
4.3 Orders are sent by Royal Mail, DPD and FedEx International courier services. We are prohibited by law to ship perfume outside the United Kingdom.
4.4 Products will be dispatched to the address provided during the order process. However, please be aware that in order to reduce the risk of credit card fraud, we reserve the right to dispatch goods only to the billing address of the card used to make the purchase.
4.5 The products offered for sale on the Website can be shipped only to the countries indicated on the Website. Please be aware that we do not ship to a P.O. Boxes or to hotel suites.
4.6 All parcels will require a signature upon delivery.
5. RETURNS POLICY
Statutory Cancellation Rights - EU customers:
5.1 If you are an EU customer, you have the right to return any product you have purchased (excluding earrings, underwear, hosiery, swimwear and unsealed perfume) online within 14 working days of delivery for any reason.
5.2 You will need to inform us of your decision to cancel your contract within that 14 working day period either by email at firstname.lastname@example.org, or by telephone on +44 (0)20 7915 2461 or by writing to us at Vivienne Westwood Customer Services Team, 3 Avro House, Havelock Terrace, London, SW8 4AS, United Kingdom . You should explicitly state you are cancelling the contract and include details of your name, phone number and email address, your geographical address and details of the order you wish to cancel.
5.3 Please retain possession of the product you are returning and take reasonable care of it or you will lose your right of cancellation. Due to hygiene reasons you may not cancel products such as perfume, earrings, swimwear, hosiery or underwear. If the order contained a free promotional gift, the gift must be included with the return of any related products.
5.4 If you decide to cancel, you must arrange for and pay the costs of returning the product to us within 14 days of such cancellation.
5.5 We will fully reimburse to you (by the same means of payment used for the original transaction) the amount you paid for the product, as well as the cost of the cheapest delivery option we offer, so long as the product is returned to us unused, in its original packaging and in the same condition in which it was delivered (including all original tags and labels attached). We will reimburse you within 14 days after the day we receive the product back from you.
5.6 We are entitled to make a deduction from the reimbursement amount for any loss in value of the product if the loss results from unnecessary handling of the product by you.
5.7 Products purchased online cannot be returned for a refund to Vivienne Westwood stores.
5.8 If you are a Non-EU customer, then these legal rights do not apply to you.
Faulty or Missing Products:
5.9 You have certain legal rights if the products delivered to you appear to be faulty, for example if they are damaged or not as described upon delivery:
- You may reject any faulty product within 30 days of delivery and we will provide you with a full refund (by the same means of payment used for the original transaction). Alternatively, you may request a repair or replacement of the faulty product.
- After the 30 days' rejection period has expired, you may ask us to repair any faulty product. If the faulty products cannot be repaired or replaced, we will offer you a credit note for the full value of the item originally purchased (please note that we may be entitled to make a deduction from any refund due for any use of the products). Any refund will be made by the same means of payment used for the original transaction.
5.10 You will need to return the faulty product to us if you wish to exercise your legal rights.
5.11 You should notify us promptly if you receive faulty products or if any items are missing or do not arrive within the expected timeframe. Please contact our Customer Service Team either by email at email@example.com or by telephone on +44 (0)20 7915 2461 for instructions on how to return faulty products to us. Products purchased online cannot be returned for a refund to Vivienne Westwood stores.
5.12 We reserve the right to return the product to you if we assess that no fault exists in the relevant product after our own inspection.
5.13 If you are a non-EU customer, we are unable to refund any taxes, duties or charges which you may have paid when placing your order.
6.1 We will use reasonable endeavours to ensure that all prices, descriptions, images and other information published on the Website are accurate at the date of publication. There may be circumstances in which errors or omissions may occur, including regarding the description of products, the price, promotions, offers and the availability of products. Consequently, we do not warrant the accuracy or completeness of any information on the Website and to the maximum extent permitted by law, we provide you with the Website on the basis that we exclude all representations and disclaim all express and implied warranties, conditions and other terms of any kind which, but for our Terms and Conditions, might have effect in relation to the Website.
6.2 We undertake no obligation to update the Website or to correct any inaccuracies which may become apparent, but reserve the right to do so without notice to you.
6.3 We will not be liable to you, whether in contract, tort or otherwise, for any:
- Indirect or consequential loss or damage;
- Any economic loss, including loss of revenue, profit, business, data or anticipated savings;
- Loss of reputation or goodwill
- That may be suffered or claimed by you (or any person claiming under or through you) which arises in connection with the use of, inability to use, or the results of use of, the Website, or the sale and supply of products. If we are liable to you for any reason, our liability will be limited to the amount paid by you for the product concerned (including delivery costs).
6.4 Nothing in our Terms and Conditions excludes or limits our liability for fraud, for death or personal injury caused by our negligence, or for any liability to the extent that it cannot be excluded or limited under applicable law or regulation.
6.5 The limitations and exclusions in this clause do not affect your non-excludable statutory rights and only apply to the extent permitted by applicable law.
7.1 You may not assign any rights and/or transfer, subcontract or delegate any obligations under our Terms and Conditions.
7.2 Any invalidity of any of the provisions of our Terms and Conditions shall not affect the effectiveness of the remaining provisions. Failure by us to enforce a right does not result in waiver of such right.
7.4 Our Terms and Conditions do not confer any rights on any person or party (other than you and/or us) pursuant to the Contracts (Rights of Third Parties) Act 1999.
7.5 Our Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter, whether of a contractual or non-contractual nature, shall be governed by and construed in accordance with the law of England and Wales. You irrevocably agree that the courts of England and Wales shall have non-exclusive jurisdiction to settle any dispute regarding our Terms and Conditions and any or all dealings between us and you.
7.6 In the event you have a complaint regarding goods or services purchased from www.viviennewestwood.com and you are not satisfied with the resolution we have provided, the EU Online Dispute Resolution platform is available at webgate.ec.europa.eu/odr. Please note following submission of your complaint on the EU platform you will be directed to The Retail ADR (whose contact details are set out in clause 7.8). You may therefore refer your complaint directly to them.
7.7 Alternatively, if your complaint is regarding a product or service purchased from a Vivienne Westwood store please contact us at firstname.lastname@example.org.
7.8 In the unlikely event that our customer service team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure, you may refer your complaint to RetailADR (previously ‘The Retail Ombudsman’), which is a certified Alternative Dispute Resolution provider. Vivienne Westwood are a member of RetailADR and follow their Scheme Rules, which means that we will be bound by their decision.
Post: RetailADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes MK12 5TW
Tel: +44 (0)20 3540 8063
8.1 For general enquiries, please contact our Customer Services Team:
Post: Vivienne Westwood Customer Services, Unit 3, Avro House, Havelock Terrace, London, SW8 4AS, United Kingdom
Tel: +44 (0)20 7915 2461
10.2 Our offices are open Monday to Friday from 9.30am - 6pm (GMT).