Lucy Pittaway l Terms and Conditions
1. OUR TERMS
These terms and conditions do not affect the customer’s statutory rights. Orders placed via this website and in-store are subject to the following terms and conditions, which may change without notice.
1.1 What these terms cover
These are the terms and conditions on which we supply products to you.
1.2 Why you should read them
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem, and other important information. If you think there is a mistake in these terms or require any changes, don't hesitate to get in touch with us to discuss.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 Who We Are
We are Lucy Pittaway Ltd, a company registered in England and Wales. Our company registration number is 09586807, and our registered office is at Unit 12 Station Road, Brompton on Swale, Richmond, North Yorkshire, DL10 7SN. Our registered VAT number is 212972319.
2.2 How to contact us
You can contact us by email at info@lucypittaway.co.uk, by phone at 01748 810965, using the contact us form at www.lucypittaway.co.uk/contact-us, or by writing to us at Lucy Pittaway Customer Services, Unit 12 Station Road, Brompton on Swale, Richmond, North Yorkshire, DL10 7SN
2.3 How we may contact you
If we must contact you, we will do so by writing to you at the email address or postal address you provided to us with your order, or by contacting you at the telephone number provided on the order.
2.4 "Writing" includes emails
When we use the words "writing" or "written" in these terms, this includes emails.
3. OUR CONTRACT WITH YOU
3.1 How we will accept your order
Our acceptance of your order will take place when we email you to accept it, at which point a legally binding contract will come into existence between you and us.
3.2 If we cannot accept your order
If we cannot accept your order, we will inform you of this in writing by email or telephone and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for because our minimum requirements have not been met following our fraud screening process, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.3 Your order number
We will assign an order number to your order and tell you what it is when we accept your order. It would help us if you could tell us the order number whenever you contact us about your order.
4. OUR PRODUCTS
4.1 Products may vary slightly from their pictures
The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
4.2 Product packaging may vary
The product's packaging may vary from that shown in images on our website.
4.3 Product reviews
After placing your order, you may receive an automated email asking you to request a product review from us. This email, on some occasions, can arrive before your product is delivered. We ask that you keep the email until you have received your product purchased. Please note that all product reviews must include your feedback about your purchased item.
4.4 E-Vouchers and Gift Vouchers
E-vouchers are not sent via post; they are emailed to the email address provided. E-vouchers can be used both online and in any of our galleries. If you purchase a paper gift voucher in-store and would like to use this online, don't hesitate to get in touch with Customer Services by email at info@lucypittaway.co.uk
Please note all vouchers are valid for 12 months from the date of purchase.
5. YOUR RIGHTS TO MAKE CHANGES
5.1 Your rights
If you wish to make a change to the product you have ordered, don't hesitate to get in touch with us. We will let you know if the change is possible. If possible, we will let you know about any changes to the price of the product, the timing of supply, or anything else that would be necessary because of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences are unacceptable to you, you may want to end the contract (see clause 8 - your rights to end the contract).
6. OUR RIGHTS TO MAKE CHANGES
6.1 Minor changes to the products
We may change the product:
(a) to reflect changes in relevant laws and regulatory requirements which may affect the description or quality of the product that we supply to you; and
(b) to implement minor technical adjustments and improvements, such as addressing a product malfunction. These changes will not affect your use of the product.
7. PROVIDING THE PRODUCTS
7.1 Delivery costs
The costs of delivery will be displayed when you place your order and detailed in your Order confirmation email.
Please be aware that any products shipped abroad from the UK will incur customs charges in the country of receipt. This is out of our control and is not something we can provide a cost for, as each country is different.
7.2 When will we provide the products
During the order process, we will let you know when we will provide the products to you. We will deliver the products to you as soon as reasonably practicable. Delivery charges are charged in accordance with our courier provider, and as such, we may alter those prices in accordance with theirs. We reserve the right to vary the delivery charges, and our system will work out the cost depending on the size and weight of the product being sent.
7.3 We are not responsible for delays outside our control
If an event outside our control delays our supply of the products, we will contact you as soon as possible to let you know and take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.4 If you are not at home when the product is delivered
If no one is available at your address to take delivery and the products cannot be posted through your letterbox, the carrier will advise you of how to rearrange delivery or collect the products from a local depot.
7.5 If you do not re-arrange delivery
If you do not re-arrange delivery or collect your products from a delivery depot after a failed delivery attempt, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection, we may end the contract, and clause 10.2 will apply.
7.6 Your legal rights if we deliver products late
You have legal rights if we deliver any products late. If we miss the delivery deadline for any products, then you may treat the contract as at-an-end straight away if any of the following apply:
(a) we have refused to deliver the products.
(b) delivery within the delivery deadline was essential (considering all the relevant circumstances), or
(c) you told us before we accepted your order that delivery within the delivery deadline was essential.
7.7 Setting a new deadline for delivery
If you do not wish to treat the contract as at an end straight away or do not have the right to do so under clause 7.6, you can give us a new reasonable deadline for delivery. If we do not meet the new deadline, you can treat the contract as at an end.
7.8 Ending the contract for late delivery
If you treat the contract as at an end for late delivery under clause 7.6 or clause 7.7, you can cancel your order for any of the products or reject products that have been delivered. If you wish, you can reject or cancel the order for some of those products (not all) unless splitting them up would significantly reduce their value. After that, we will refund any sums you have paid us for the cancelled products and their delivery. If the products have been delivered to you, you must post them back to us, or if they are not suitable for posting, we will allow you to deliver them. We will pay the costs of postage or collection. Please email us at info@lucypittaway.co.uk to discuss arrangements for a return or to arrange collection under this clause.
7.9 When you become responsible for the products
Products will be your responsibility from the time we deliver the products to the address you gave us
7.10 When You Own Products
You own a product once we have received payment in full.
7.11 Reasons we may suspend the supply of products to you
We may suspend the supply of a product:
(a) to deal with technical problems or make minor technical changes.
(b) to update the product to reflect changes in relevant laws and regulatory requirements.
(c) to make changes to the product as requested by you or notified by us to you (see clause 6); or
(d) due to unforeseen circumstances beyond our control.
7.12 Your rights if we suspend the supply of products
We will contact you in advance to tell you we will be suspending the supply of the product unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it or tell you we are going to suspend it, in each case for a period of more than 14 days, and we will refund in full any sums you have paid for any products that have not been provided before you end the contract.
7.13 We may also suspend the supply of the products if you do not pay
If you do not pay us for the products when you are supposed to (see clause 12.4) and you still do not make payment within 14 days of us reminding you that payment is due, we may suspend the supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 12.6). We will not charge you for the products when they are suspended. In addition to suspending the products, we can charge you interest on your overdue payments (see clause 12.4).
8. YOUR RIGHTS TO END THE CONTRACT
8.1 You can always end your contract with us
Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, and when you decide to end the contract:
(a) If what you have bought is faulty or misdescribed, you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back); see clause 11.
(b) If you want to end the contract because of something we have done or have told you we will do, see clause 8.2.
(c) If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions.
(d) In all other cases (if we are not at fault and there is no right to change your mind).
8.2 Ending the contract because of something we have done or are going to do
If you are ending a contract for a reason set out at (a) to (e) below, the contract will end immediately, and we will refund you in full for any products that have not been provided, and you may also be entitled to compensation. The reasons are:
(a) we have told you about an upcoming product change or these terms you do not agree to (see clause 6).
(b) we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed.
(c) There is a risk that the supply of the products may be significantly delayed due to events outside our control.
(d) we have suspended supply of the products, or notify you we are going to suspend them, in each case for a period of more than 14 days or
(e) you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 7.6).
8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013)
For most online products, you have a legal right to change your mind within 14 days and receive a refund. Under the Consumer Contracts Regulations 2013, these rights are explained in more detail in these terms.
8.4 When you don't have the right to change your mind
You do not have a right to change your mind in respect of:
(a) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
(b) any products that become mixed inseparably with other items after their delivery.
8.5 How long do I have to change my mind?
You have 14 days from the day you (or someone you nominate) receive the products to change your mind unless your products are split into several deliveries over different days. In this case, you have until 14 days after the day you (or someone you nominate) receive the last delivery to do so.
8.6 Extended Returns Period for gifting.
Any products purchased after the 28th of November are subject to an extended return period up to the 31st of January of the following year. Please note that items that have been personalised are excluded from this extended period.
9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
9.1 Tell us you want to end the contract
To end the contract with us, please let us know by doing one of the following:
(a) Email at info@lucypittaway.co.uk. Please provide your name, home address, order details, and, where available, the order reference number, phone number, and email address.
(b) Online. Complete the "Contact Us" form on our website providing details of what you bought, when you ordered or received it, and your name and address, or set out as detailed at the end of these terms.
(c) By post. Write to us at Lucy Pittaway Customer Services, Unit 12 Station Road, Brompton on Swale, Richmond, North Yorkshire, DL10 7SN, including details of what you bought, when you ordered or received it, and your name and address, or in the manner set out as detailed at the end of these terms.
9.2 Returning products after ending the contract
If you end the contract for any reason after products have been dispatched or received, you must return them to us. You must post them back to us at Lucy Pittaway Customer Services, Unit 12 Station Road, Brompton on Swale, Richmond, North Yorkshire, DL10 7SN, or, if they are not suitable for posting, allow us to collect them from you. Please email us at info@lucypittaway.co.uk to discuss arrangements to arrange collection for a return. If you exercise your right to change your mind, you must send off the products within 14 days of telling us you wish to end the contract.
9.3 When will we pay the costs of the return
We will pay the costs of return plus the costs for standard shipping:
(a) if the products are faulty or miss-described, or
(b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control, or because you have a legal right to do so because of something we have done wrong.
In all other circumstances, you must pay the cost of the return.
9.4 What we charge for collection
If you are responsible for the costs of return but we are collecting the product from you, we will charge you the direct cost of collection. The collection costs will be the same as our charges for standard delivery.
9.5 How we will refund you
We will refund you the price you paid for the products, including delivery costs, using the method you used for payment. However, we may deduct fees from the price, as described below.
9.6 Deductions from refunds if you are exercising your right to change your mind
If you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products if this has been caused by your handling them in a way that would not be permitted in a shop. See our Returns Policy for information about acceptable handling and examples. If we refund you the price paid before we can inspect the products and later discover you have unacceptably handled them, you must pay us an appropriate amount.
(b) The maximum refund for delivery costs will be the cost of delivery using the least expensive delivery method we offer. For example, if we offer delivery of a product within 3 days at one cost, but you choose to have the product delivered within 24 hours at a higher cost. We will only refund what you would have paid for the cheaper delivery option.
9.7 When your refund will be made
We will issue any refunds to you as soon as possible. If you are exercising your right to change your mind, then:
(a) If we have not offered to collect the products, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
(b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
10. OUR RIGHTS TO END THE CONTRACT
10.1 We may end the contract if you break it
We may end the contract for a product at any time by writing to you if:
(a) you do not make any payment to us when it is due, and you still do not make payment within 14 days of us reminding you that payment is due or
(b) You do not allow us to deliver the products to you within a reasonable time.
10.2 You must compensate us if you break the contract
If we end the contract in the situations set out in clause 10.1, we will refund any money you have paid in advance for products we have not provided. Still, we may deduct or charge you reasonable compensation for the net costs we will incur because of your breaking the contract.
11. IF THERE IS A PROBLEM WITH THE PRODUCT
11.1 How to tell us about problems
If you have any questions or complaints about the product, don't hesitate to get in touch with us. You can write to us at info@lucypittaway.co.uk or at Lucy Pittaway Customer Services, Unit 12 Station Road, Brompton on Swale, Richmond, North Yorkshire, DL10 7SN.
12. PRICE AND PAYMENT
12.1 Where to find the price for the product
The product's price (which includes VAT) will be the price indicated on the order pages when you place your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the product price you order.
12.2 We will pass on changes in the rate of VAT
If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay unless you have already paid for the product in full before the change in the rate of VAT takes effect.
12.3 What happens if we get the price wrong
It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will usually check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.
12.4 When you must pay and how you must pay
We accept Visa and Mastercard debit and credit cards (as applicable). You must pay for the products before we dispatch them. We will charge your credit or debit card when you place the order. We use Nomu Pay as our Payment Services Provider. Nomu Pay uses a range of secure methods, such as fraud screening, I.P address blocking, and 3D secure.
12.5 We can charge interest if you pay late
If you do not make any payment to us by the due date, we may charge you interest on the overdue amount at the rate of 2% a year above the base lending rate of Lloyds Bank plc from time to time. This interest shall accrue daily from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
12.6 What to do if you think an invoice is wrong
If you think an invoice is wrong, please contact us promptly. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved, we will charge you interest on correctly invoiced sums from the original due date.
13. SECURITY POLICY
13.1 Our Payment Service Provider is Nomu Pay.
13.2 Nomu Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. Nomu Pay’s utmost priority is to ensure that transaction data is handled safely and securely.
13.3 Nomu Pay uses various secure methods, such as fraud screening, IP address blocking, and 3D security. Once on the system, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.
13.4 Nomu Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. It is also regularly audited by banks and banking authorities to ensure that its systems are impenetrable.
13.5 Nomu Pay is an active PCI Security Standards Council (PCI SSC) member, which defines global regulations for the card industry.
13.6 In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address and/or the locked padlock symbol alongside the URL.
14. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
14.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
14.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products, including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987.
14.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business, or resale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
15. HOW WE MAY USE YOUR PERSONAL INFORMATION
15.1 How we will use your personal information
We will use the personal information you provide to us:
(a) to supply the products to you.
(b) to process your payment for the products and
(c) if you agreed to this during the order process, we would give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
15.2 We will only disclose your personal information to third parties when the law requires or allows us to do so.
16. OTHER IMPORTANT TERMS
16.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. If this happens, we will always tell you in writing and ensure that the transfer will not affect your rights under the contract. If you are unhappy with the transfer, you may contact us to end the contract within 14 days of us telling you about it, and we will refund you any payments you have made in advance for products not provided.
16.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or obligations under these terms to another person if we agree to this in writing.
16.3 Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person to end the contract or make any changes to these terms.
16.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides they are unlawful, the remaining paragraphs will remain in full force and effect.
16.5 Even if we delay enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay taking steps against you regarding your breaking this contract, that will not mean that you do not have to do those things. It will not prevent us from taking steps against you later. For example, if you miss a payment and we do not chase you, but we continue to provide the products, we can still require you to make the payment at a later date.
16.6 Which laws apply to this contract, and where you may bring legal proceedings? These terms are governed by English law, and you can bring legal proceedings regarding the products in the English courts. If you live in Scotland, you can bring legal proceedings regarding the products in the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings regarding the products in either the Northern Irish or the English courts.
17. OFFERS & PROMOTIONS
17.1 Terms and conditions apply to all offers and promotions. We reserve the right to exclude specific product(s) or collections from a promotional offer. Offers cannot be used with other discount codes. All promotions exclude original artwork, gift vouchers, embellished canvasses, and trade orders. Discount codes apply to product purchases only and do not include shipping unless otherwise stated. We often specify if a discount code is required. If a discount code is not provided and the correct items are in your basket, the discount will automatically apply at the checkout.
17.2 Discount promotions related to our newsletter sign-up cannot be used on products that have a pre-existing sale price. This discount can only be used on your first order with Lucy Pittaway. The checkout will notify you that the discount cannot be used.
18. COMPETITIONS
18.1 The prize is not transferable.
18.2 Only one entry will be accepted per person. Multiple entries from the same person will be disqualified.
18.3 Entry should be completed using the required method, i.e., online entry form. You must agree to receive email notifications from us and can unsubscribe from the mailing anytime.
18.4 Entrants are welcome to submit their entry via a letter if they wish via the following address: Lucy Pittaway Competition, Unit 12 Station Road, Brompton on Swale, Richmond, North Yorkshire, DL10 7SN
18.5 Postal entries must include the competition name, prize, and personal details (including name, email address, and telephone number). All submissions must be received by the closing date.
18.6 Entrants must adhere to that time and date if they wish to enter. After this date and time, no further entries to the competition will be permitted.
18.7 All UK competitions are open to those over 18 years of age except employees of Lucy Pittaway and their close relatives and anyone otherwise connected with the organization or judging of the competition.
18.8 Winners will be chosen randomly from all entries Lucy Pittaway received and verified.
18.9 The winner will be notified by email within 28 days of the closing date. If the winner cannot be contacted or does not claim the prize within 14 days of notification, Lucy Pittaway reserves the right to withdraw the prize from the winner and pick a replacement winner.
18.10 Lucy Pittaway will notify the winner when the prize will be delivered.
18.11 Lucy Pittaway’s decision regarding all matters concerning the competition will be final, and no correspondence will be entered into.
18.12 Lucy Pittaway reserves the right to withdraw from the competition anytime and without reason.
18.13 Upon entering the competition, the entrant agrees to contact employees of Lucy Pittaway: a) in relation to the competition, b) in the event they have won, and c) in relation to any promotions specifically relating to the competition.
18.14 The winner(s) agrees to use his/her name and image in any publicity material, as well as their entry. Any personal data relating to the winner or any other entrants will be used solely in accordance with current GDPR legislation and will not be disclosed to a third party without the entrant’s prior consent.
18.15 The winner(s) name(s) will be available 28 days after the closing date by emailing the following address: marketing@lucypittaway.co.uk.
18.16 The promoter is Lucy Pittaway. Lucy Pittaway is operated by Lucy Pittaway Ltd trading as Lucy Pittaway UK ("We"). We are registered in England and Wales under company number 03060232 and have our registered office at Lucy Pittaway Ltd Unit 12 Station Road, Brompton on Swale, Richmond, North Yorkshire, DL10 7SN. We are a limited company.
18.17 Lucy Pittaway conducts all competitions and adheres to English law.
18.18 By entering this competition, an entrant indicates his/her agreement to be bound by these terms and conditions.
19. MISCELLANEOUS
19.1 Intellectual Property
You are permitted to print and download extracts from this website for your own use on the following basis:
(a) no documents or related graphics on this website are modified in any way;
(b) no graphics on this website are used separately from the accompanying text, and
(c) any copyright and trademark notices and this permission notice appears in all copies.
Unless otherwise stated, we or our licensors own the copyright and other intellectual property rights in all material on this website (including, without limitation, photographs and graphical images). For the purposes of these terms and conditions, any use of extracts from this Website other than in accordance with the above for any purpose is prohibited. If you breach any of the terms in these terms and conditions, your permission to use this website automatically terminates and you must immediately destroy any downloaded or printed extracts from this website.
No part of this website may be reproduced or stored on any other website.
19.2 Links to and from Other Websites
Links to third-party websites on this Website are provided solely for your convenience. If you use these links, you leave this Website. We have not reviewed all of these third-party websites and do not control and are not responsible for these websites or their content or availability. We, therefore, do not endorse or make any representations about them, any material found there, or any results that may be obtained from using them. If you decide to access any of the third-party websites linked to this Website, you do so entirely at your own risk.