Terms & Conditions
General Terms & Conditions – Olivia & Grace London (United Kingdom)
Article 1 – Definitions
Cooling-off period: the period during which the consumer can exercise the right to withdraw from the contract.
Consumer: a natural person acting outside their trade, business, or profession who enters into a distance contract with Olivia & Grace London.
Day: calendar day.
Distance contract: a contract concluded as part of a system organised by Olivia & Grace London for selling products remotely using one or more means of distance communication.
Durable medium: any tool that enables the consumer to store information addressed to them for future reference (e.g. email).
Right of withdrawal: the consumer’s right to withdraw from a distance contract within the cooling-off period.
Operator: Olivia & Grace London, the company offering products or services remotely to consumers.
Terms: these General Terms & Conditions.
Article 2 – Identity of the Operator
Business name: Olivia & Grace London
Email: supportoliviagrace.com
Article 3 – Applicability
3.1 These Terms apply to every offer from Olivia & Grace London and to every distance contract concluded between Olivia & Grace London and the consumer.
3.2 Before the contract is concluded, these Terms will be made available to the consumer on a durable medium.
3.3 If any provision is invalid or unenforceable, the remaining provisions remain in force.
Article 4 – The Offer
4.1 If an offer has a limited duration or is subject to specific conditions (e.g. sale or promotion), this will be stated clearly.
4.2 All offers are non-binding; we may modify or withdraw an offer at any time before your order is accepted.
4.3 Product photos and descriptions are prepared with care but may differ slightly from the final product (e.g. colour due to screen settings).
4.4 Every offer includes clear information on: the price in GBP (including applicable VAT where charged), shipping, the order process, delivery & payment methods, the right of withdrawal, and returns.
Article 5 – The Contract
5.1 The contract is concluded once the consumer completes checkout and receives an order confirmation email from Olivia & Grace London.
5.2 If we cannot accept an order (e.g. out of stock, address issues, suspected fraud), we will notify you and refund any payment made.
5.3 We take appropriate technical and organisational measures to secure online payments and data transfers (SSL, restricted access).
5.4 Retention of title: Products remain our property until paid for in full.
Article 6 – Right of Withdrawal & Returns
6.1 You may withdraw from your purchase within 30 days of receiving the product, without giving any reason (cooling-off period).
6.2 During this period, handle the product and packaging with care; you may try the item as you would in a shop.
6.3 To exercise your right, email support@oliviagrace.uk within 30 days of delivery. After notifying us, please return the item within 14 days.
6.4 Condition: Items must be returned clean, unworn, and with tags/labels attached (unless faulty).
6.5 Refunds: We will refund the purchase price (and the original standard shipping cost, if any) within 14 days of receiving the return or of you providing proof of return shipment—whichever is earlier. Refunds are made to the original payment method.
6.6 Return postage: Unless the item is faulty or mis-described, the consumer is responsible for the cost of return shipping.
6.7 This Article is applied in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Article 7 – Exclusions from Withdrawal
The right of withdrawal does not apply to:
a) Personalised or custom-made products;
b) Intimate/hygiene items where packaging has been opened (e.g. underwear) for health protection reasons;
c) Items returned not in resaleable condition (excess wear, damage, missing tags), unless faulty.
Article 8 – Prices & Payment
8.1 Prices are shown in GBP and include applicable VAT where charged; duties/taxes for non-UK deliveries (if offered) are the customer’s responsibility.
8.2 We may adjust prices due to legal/tax changes or errors; obvious pricing errors are not binding.
8.3 Accepted payment methods include Visa, Mastercard, PayPal, Apple Pay, and Google Pay.
8.4 Payment is due at checkout unless otherwise agreed.
Article 9 – Delivery & Execution
9.1 UK shipping is free on all orders.
9.2 Orders are typically processed within 1–2 business days; delivery after dispatch is usually 2–4 business days (guide only).
9.3 Delivery is to the address provided by the consumer. Please check details carefully; we are not liable for misdelivery due to incorrect addresses.
9.4 The risk passes to you on delivery. If a parcel arrives damaged, please contact us promptly with photos so we can assist.
9.5 If delivery is significantly delayed, we will inform you and offer options (wait, replacement where possible, or refund).
Article 10 – Conformity & Warranty
10.1 We warrant that products conform to the contract and to the specifications shown at the time of ordering.
10.2 If a product is faulty or mis-described, please email supportoliviagrace.com with details and photos; we will repair, replace, or refund in line with the Consumer Rights Act 2015.
Article 11 – Contract Duration
11.1 One-off purchase contracts end upon completion of delivery and any applicable return period.
11.2 If we ever offer subscriptions or open-ended services, those may be cancelled by the consumer with one month’s notice unless otherwise stated.
Article 12 – Complaints
12.1 Please submit complaints to supportoliviagrace.com.
12.2 We acknowledge receipt within 3 business days and aim to resolve all complaints within a reasonable period.
12.3 If you are not satisfied, you may seek advice or lodge a complaint with the Competition and Markets Authority or your local Trading Standards; this does not affect your statutory rights.
Article 13 – Privacy
13.1 We process personal data in accordance with our Privacy Policy and UK GDPR. Please refer to our website for details.
Article 14 – Force Majeure
14.1 We are not liable for delays or failures caused by events beyond our reasonable control (e.g. strikes, carrier issues, extreme weather, public emergencies). We will do our best to minimise impact and keep you informed.
Article 15 – Governing Law & Jurisdiction
15.1 These Terms and all contracts are governed by the laws of England and Wales.
15.2 The courts of England and Wales have non-exclusive jurisdiction. Consumers may also bring proceedings in the courts of their domicile, where required by law.
Contact
Email: supportoliviagrace.com