TERMS AND CONDITIONS


YOUR CANCELLATION RIGHTS

For product orders, you can cancel and return or exchange your products under our standard returns policy or, if you are in the UK or any other part of Europe, you can cancel and return your products under the UK Consumer Protection (Distance Selling) Regulations 2000. You must cancel within 7 days after receiving your products.  Unless otherwise stated in our terms, you must return the products to us at your cost.  Please see sections 18 and 19 below, and the delivery and returns policy on our site, for further details.
 

IMPORTANT NOTES

You must be over 18 to register for an account or submit an order.

You are responsible for complying with all import formalities and paying any import costs or charges, where the products are to be delivered outside Europe.

Please see our privacy policy published on our site for information about how we use your data. 

We only offer contracts in the English Language.

When we refer to Europe, we mean the UK and the other countries in the European Union, and also Iceland, Liechtenstein, Norway, and Switzerland.
 

CONTENTS

 

TERMS


1. ABOUT THESE TERMS

Charlotte Olympia's ("Charlotte Olympia" "we" "us") website(s) (our "site" or "website") and related services are made available to you, and Charlotte Olympia sells its products, in accordance with the following terms and conditions.
 
By visiting charlotteolympia.com, registering for any account, or ordering or purchasing from us, you are accepting and agreeing to these terms. Please read the terms and conditions carefully before placing any orders on www.charlotteolympia.com. We recommend you should keep a copy of the terms and conditions for future reference.
 

2. ABOUT US

Charlotte Olympia is the trading name of Three14 Limited, a company registered in England and Wales under registration number 05951209. Our registered address is Phoenix Brewery, 13 Bramley Road, London, W10 6SP, United Kingdom. Our VAT number is 135610340.  You can contact us  by e-mail to customercare@charlotteolympia.com or by calling customer services on +44 (0) 203 5982 955 (Open from Monday to Friday, 9am to 6pm GMT). 

3. CHANGES TO THESE TERMS

We may modify these terms and conditions from time to time. Please check for changes to these terms and conditions each time you visit. If you do not agree to any change to these terms and conditions then you must immediately stop using the site. Any changes made after you have placed an order will not apply to that order or any resulting contract, unless we are required to make the change by law, in which case such changed term will apply to the order or resulting contract to that extent.

4. MY ACCOUNT

To use some of the services or features made available to you on this site you will need to register for an account on our website. When you register you are required to provide information about yourself that is true, accurate, current, and complete in all respects. Should any of your registration information change, please update your details within the ‘MY ACCOUNT’ page or alternatively notify us using our contact details in section 2(About Us). We may also change registration requirements from time to time, and can cancel your registration if you do not meet them. The account password you provide should be unique and kept secure, and you must notify Charlotte Olympia immediately of any breach of security or unauthorised use of your account.  Charlotte Olympia will store a record of your transactions within ‘MY ACCOUNT’ if you have registered.

5. ELIGIBILITY TO PURCHASE

In order to make purchases on the site you must be 18 years old or over and you will be required to provide your personal details. In particular, you must provide your real name, phone number, e-mail address and other requested information as indicated. Furthermore, you will be required to provide payment details that you represent and warrant are both valid and correct, and you confirm that you are the person referred to in the payment details provided. 
 
The site is available only to individuals and others who meet the Charlotte Olympia terms of eligibility, who have been issued a valid credit/debit card by a bank acceptable to Charlotte Olympia, whose applications are acceptable to Charlotte Olympia and who have authorised Charlotte Olympia to process a charge or charges on their credit/debit card in the amount of the total purchase price for the merchandise which they purchase. 
 
By submitting an order or pre-order you: (a) expressly authorise us to perform and to use your information to perform identity checks, anti-fraud checks, credit checks, checks arising out of any payment request being referred by your card issuer, and such other checks as we may reasonably require for the purposes of verifying that the transaction is genuine and that you have the ability to pay; (b) you agree to submit any further requested information (including any updated information) about you to enable us to carry out such checks and otherwise authenticate your identity and order or pre-order; and (c) you expressly authorise us to validate your credit/debit card with authorisation codes
.

6. PRODUCT AVAILABILITY

With respect to any product, one of the following will apply: (a) If the product is in stock, it is available to order on our site, according to section 7.1 below. (b) If the product is out of stock, but new stocks are on order from the manufacturer, you will be given an opportunity to submit a pre-order, which will become an order from you when the stock comes into our warehouse, according to section 7.2 below. (c) If the product is out of stock, or any expected stock has been fully pre-ordered, and we do not know when the next stocks will be available, we may invite you to sign up to a waiting list for this product, to be notified when the product becomes available to order or pre-order.  You may also request to be added to a waiting list at any time by e-mailing customercare@charlotteolympia.com with the product details and size you require. This waiting list is not considered to be an order or pre-order.

Charlotte Olympia shall be entitled to restrict multiple quantities of a product being shipped to any one customer or postal address. Charlotte Olympia may accordingly limit the quantity of a single product that may be ordered in an order, and may reject multiple separate orders for the same product. 

7. ORDERING AND PRE-ORDERING

7.1 Ordering

Our site is an invitation to treat and not a legally binding offer.  To purchase from us, you must submit an order through our site, or by telephone. All of your orders are a legal offer to us to purchase on these terms, and are subject to acceptance by us. What this means is that a legally binding contract is not made until you have submitted an order, and we have accepted that order as detailed in section 12 below. However, you authorise us to take payment in advance for your order, before it has been accepted by us.
 
All orders are subject to availability. Products in your shopping basket are not reserved and may be ordered by other customers. What this means is that if we have an product in stock, and you place it in your shopping basket, but other customers order all the stock before you checkout and submit your order, you may find that the stock has run out. This can happen for very popular products. If it does happen, you may be given an opportunity to pre-order the product, if possible, ready for when we have another batch in stock. 

7.2 Pre-Ordering

Where we do not have a product in stock and available for dispatch from our distribution centre, but we have another batch of stock on order from our factory, we may give you the possibility of making a pre-order for that product, at our discretion. 
 
You authorise us to take payment in advance for your pre-order, at the time you submit your pre-order. This will ensure that you receive this product in priority when the shipment is delivered to Charlotte Olympia. 
 
Products received into stock will be pre-allocated to satisfy any paid pre-orders, earliest first, and customers making these pre-orders will receive products in priority to customers on the waiting list or customers ordering through the site following receipt into stock. Your pre-order will automatically become an order when a product is received by us into stock and allocated by us to your pre-order.
 
Please be aware that there may be times when we may be unable to deliver selected pre-ordered products due to production problems or quality check issues identified when we receive an order into stock. In these circumstances we may cancel your pre-order and we will notify you by email and refund the pre-order payment to your credit/debit card. 

7.3 Rejection and Correction

We may reject or correct an order for any reason, including if any price or delivery charge is incorrectly stated or otherwise in error, or we find that we do not have the stock at all of the right quality to meet it, in which case we will give you an opportunity to withdraw your order and obtain a refund of any payment taken for your order.

8. SHIPPING RESTRICTIONS ARE APPLICABLE TO SOME PRODUCTS

Due to international trading agreements and regulations, Charlotte Olympia must adhere to particular shipping restrictions. As a result, we are unable to send exotic skins such as snakeskin and crocodile outside of the UK. If you add a product to your shopping bag that we are unable to ship to your country it will be removed from your shopping bag at check out. Alternatively, you can change your shipping address to a different destination in the UK where these restrictions do not apply. 

9. PRICES AND DELIVERY CHARGES

The price payable for your ordered products and virtual gift cards is as stated on our site, as confirmed in the ordering pages on our site, and in any subsequent confirmation we send to you to acknowledge receipt of or accept your order.
 
The price does not include delivery, and a separate delivery charge is payable, which will again be as stated on our site, as confirmed in the ordering pages on our site, and in any subsequent confirmation we send to you to acknowledge receipt of or accept your order.
  
Our prices and other charges are only valid at the time of your visit, and may change at any time. 

10. VAT

You agree to pay VAT on the price, delivery charges, and any other charges we may make, at the applicable rate, at the same time as payment of such price, delivery charge or other charge. VAT means UK Value Added Tax or any other value added, sales or consumption tax in any part of the world.
 
Where the order is from a consumer then: Prices, delivery charges and other charges shown in GBP are (unless otherwise stated) inclusive of VAT. Prices, delivery charges and other charges shown in Euros are (unless otherwise stated) inclusive of VAT, where delivery is in the Europe, and exclusive of VAT, where delivery is elsewhere. Prices, delivery charges and other charges shown in Dollars or any other currency are (unless otherwise stated) exclusive of VAT.
 
Where the order is not from a consumer, then all prices, delivery charges and other charges are stated exclusive of VAT. 

11. IMPORT DUTIES AND TAXES

All prices and delivery charges for our products are exclusive of the costs of any customs formalities to import the products into the country or region where the products are to be delivered. They are also exclusive of any duties, taxes, levies or other charges required to be paid to import or payable on import of the products into the country or region where the products are to be delivered, or to obtain the release of the products by any import agent, customs or other local or national authority.  The above are all referred to as "import taxes and costs" in these terms and conditions. 
 
By purchasing from the site you are accepting that you will be liable to pay all import taxes and costs in relation to the country or region that the order is shipped to, and you are accepting that the products may be retained by the company we use for delivery, or any customs or other government authority, until payment of such import taxes and costs by you.   We are not liable to pay any import taxes and costs and we may make an additional charge for any import taxes and costs we pay.
 
The company we use for delivery will normally contact you by telephone once your products are in customs to inform you of the import taxes and costs that you are liable to pay, and require payment then before proceeding to deliver the products.  Alternatively, they may require payment of import duties or taxes upon delivery at the agreed delivery address. Alternatively, you may be required to pay the import taxes and costs directly to any customs or any other local or national government authority.
 
Please be aware that if you don’t choose to pay the import taxes and costs, we shall be entitled to charge you any additional costs incurred by Charlotte Olympia to you, and you shall pay to us, in addition to the price and delivery charges, any import taxes and costs which we pay.  We recommend that you contact your local customs authority to determine the import taxes and costs and a landed cost price prior to submitting your order. 

12. ACCEPTANCE OF YOUR ORDER

Once you have made your choice and your order has been placed, you will receive an email acknowledging the details of your order.
 
Except in relation to the purchase of virtual gift cards, this e-mail does not amount to an acceptance of your order, and a binding contract is not formed until acceptance as follows:  acceptance of your order will occur and a binding contract will be formed between you and Charlotte Olympia when we email you to confirm the products have been dispatched.  
 
In relation to the purchase of virtual gift cards, a binding contract is formed when we confirm your order and take payment.
The sale contract is concluded in London, England and the language of the contract is English. 
 
We are not obliged to accept any order you submit, and we may refuse to accept an order, cancel any account, and otherwise refuse service to anyone, at any time, for any reason, at our sole discretion. Typical reasons for not accepting an order are: we are unable to obtain authorisation for payment, that shipping restrictions apply to a particular product; the product ordered is out of stock or the stocks we receive in from our factories do not satisfy our quality control standards and are withdrawn; or you do not meet the eligibility criteria set out within the terms and conditions. 

13. PAYMENT

Payment can be made by such payment cards as are stated on our site from time to time. As at the date of these terms and conditions, these are: VISA, MasterCard, American Express, Maestro, Visa Debit and Visa Electron. 
 
Payment will be debited and cleared from your account at the time the order or pre-order is placed. You agree that by submitting an order or pre-order, this authorises Charlotte Olympia to debit your card with the order or pre-order payment immediately on submission of your order or pre-order, and implies that you offer to pay Charlotte Olympia if your order is accepted. If you later withdraw your order or pre-order before we have accepted it, or we do not accept your order or pre-order, this payment will be refunded to the card as soon as possible.
 
When placing an order you are confirming that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to Charlotte Olympia, we have the right to reject the order or pre-order, notifying you by email. 
 
If you are a customer whose credit/debit card is not denominated in currency of the order, you should note that your card issuer will charge you for any currency exchange at the exchange rate applied by your card issuer at the time your card issuer processes the transaction. You should check with your card issuer what you can expect to pay in your own currency, before submitting your order. 
 
We take care to make our site secure, all credit/debit card transactions on this site are processed using a secure online payment gateway that encrypts your card details in a secure host environment. If you have registered, you may have the choice of securely storing your credit/debit card details within ‘Payment Details’ in the ‘My Account’ page. These details will be fully encrypted and stored securely in our online payment gateway and can only be used to process card transactions that you have initiated. To help ensure that your shopping experience is safe, simple, and secure, Charlotte Olympia uses Secure Socket Layer (SSL) technology. Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure. 

14. VIRTUAL GIFTCARDS

Charlotte Olympia virtual gift cards are sold subject to the following terms and conditions. Virtual gift cards are only available for purchase on the site in GBP, Euros or USA, and with a minimum spend of £50/ €50/ $50 depending on the currency chosen. Virtual gift cards are valid for 12 months from the date of purchase. Any balance on the card remaining after those 12 months will be forfeited and lost. They can only be redeemed against products on the www.charlotteolympia.com site and unfortunately cannot be used against purchases in any of our stores. Virtual gift cards can only be redeemed against an order which is being made in the same currency as the gift card.
 
Virtual gift cards are non-transferrable by the person for whom they are bought, and may not be returned or redeemed for cash. If your order total is less than the value of the virtual gift card, the remaining balance will remain on the virtual gift card, and can be redeemed against subsequent orders. You may check your virtual gift card balance on the site via the virtual gift card link in the footer of our site or at the checkout when placing an order. Please ensure you keep a record of the unique virtual gift card code as you will need to enter this at the checkout page when placing orders. If your order exceeds the value of the virtual gift card all remaining balances exceeding the value of your virtual gift card must be paid by credit or debit card. If you return products you have purchased using a virtual gift card, you will receive an email from customer care with a replacement virtual gift card for the appropriate refund amount. Returns of products, to the extent paid using a virtual gift card, will not be refunded in cash, and will be refunded only as value to the virtual gift card or as a separate virtual gift card. Virtual gift cards are emailed to the recipient once the full order has been processed and payment has been taken. A copy will also be sent to the sender as confirmation of dispatch. Charlotte Olympia is not liable for delivery of a virtual gift card to an incorrect or non-existent email address. This is the sole responsibility of the purchaser to provide a valid e-mail address for the intended recipient. Charlotte Olympia is not responsible if a virtual gift card is lost, stolen, destroyed or used without permission. Charlotte Olympia shall be entitled to cancel a virtual gift card if we deem such action necessary.  Promotion codes cannot be applied to the purchase of virtual gift cards.

15. PROMOTION CODES

Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided.

16. DELIVERY TERMS

Charlotte Olympia will deliver all products to the delivery address in your order subject to the following terms.  
Charlotte Olympia requires a signature on delivery of all orders. 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 Charlotte Olympia. 
 
Please note that we aim to accept and dispatch all orders in accordance with the delivery times set out in the time periods set out in our delivery and returns policy published on our site, if the products are in stock or have been received into stock. Note that longer time periods may apply during sale periods or other circumstances of heavy demand. All stated delivery times are estimates only, to be used as a guide only, and commence from the date of dispatch. Please note that for pre-orders, no delivery times are given, and delivery will depend on receipt of the products into stock from our factories.  Any estimates as to when products will be received into stock are purely indicative and may change.
 
You must comply with section 11 which requires you to pay all import taxes and costs, and subject to the following requirements. You are also responsible for obtaining at your own risk and expense any import licence or other official authorisation or other documents to obtain import of the products, and you must carry out any customs formalities (including appointing and paying import agents) necessary for the import of the products. Charlotte Olympia are not responsible for any delays caused by destination customs clearance processes, and you must pay any additional costs incurred, if you fail to arrange and pay for any import costs or charges, or fail to carry out your responsibilities above. 

17. TITLE AND RISK

Title to the products will pass to you on delivery. Risk in the products will pass to you also on delivery, unless you fail to comply with your import responsibilities under section 11 or 16, in which case risk will pass at the point you fail to comply with those responsibilities.

18. OUR STANDARD RETURNS AND EXCHANGES POLICY

This section sets out our standard policy for returns and exchanges. This is an alternative to cancellation under the distance selling regulations, which is covered by section 19 below. You have the choice as to whether to cancel under our standard policy or the distance selling regulations. We will assume you are cancelling under our standard policy if you do not say otherwise, or if you request a return authorisation code under this policy.
 
Additional details can be found in our delivery and returns policy published on our site.
 
A collection charge (for returned products) and delivery charge (for exchange products) may apply. If it does, then it will be at our current charge at the time, as published on our site from time to time. 

18.1 UK ORDERS

Application

This section applies to orders for delivery in the United Kingdom.

Your right

We agree to allow you to return your products for a refund or exchange in accordance with the following policy. 

When you request a return, you must either specify that you would like a refund, or an exchange.  

We will notify you if an exchange is possible. We will only exchange your products for the same colour product, but of a different size. You may not exchange your products for any other product, or the same product of a different colour.

If we supply any exchange products, you can subsequently return these for a refund or further exchange in accordance with this policy.

However, we may at our discretion refuse further exchanges for a product after the first exchange, particularly if we have reason to suspect that you are not acting in good faith.

When you must ask for a return

You must request a return authorisation code within 7 days from and including the day after the day you receive your ordered products. For instance if you receive your products on a Monday, we must receive your request for a return authorisation code by the following Monday. If we do not, you shall cease to have any right for a refund or exchange under this policy.

Process for making a return

To exercise your right you must request a return authorisation code from us, which must be written on the returns form and included in the return package. 

Return authorisation codes can be requested, and returns can be arranged in your ‘MY ACCOUNT’ page on our site, if you have registered for an account with our site. Alternatively, you can request a return authorisation code by emailing: customercare@charlotteolympia.com or contacting customer care by telephone on +44 (0) 203 5982 955 (Open from Monday to Friday, 9am to 6pm GMT).  

Further instructions can be found in our delivery and returns policy.   

When you must return the products

You must allow us to collect your unwanted products from you, or return your unwanted products to us, as directed by us, within 7 days of receiving your returns authorisation code from us, or by such later time as we may allow.

Return of the products by you

Where you are returning the products, they should be returned at your own expense to: Charlotte Olympia Returns Department, Unit 6, Easter Park, Axial Way, Colchester CO4 5WY.

Where you are returning the products, you must do so at your cost, you are liable for return shipment costs, and the products remain your full responsibility and at your risk until accepted at our warehouse. You will need to return the products to us by secure means to ensure that they reach us in good condition, at your own cost. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the products and will be liable for damage to them until we receive them at our warehouse.  In case of dispute, we also recommend you retain proof of sending.  If you return the products at our expense then we may re-charge you such expense.

Collection of Returned products

If Charlotte Olympia collects the returned products, then the following terms apply.

Collection will be from the same address delivered to.  However, we may, at our discretion, allow you to nominate another reasonable collection address (e.g. a work address).

Our customer care team will contact you to arrange collection, and schedule the collection time with you. You must strictly observe the collection time agreed.

Collection Costs

You will be liable to pay our collection charge for collection of any products you are returning under an order (including both original products supplied to you under your order, and any exchange products you are returning under your order).  If any collection attempt fails (other than due to our fault), then you will be liable to pay an additional collection charge for a further collection attempt.  The applicable collection charge will be our current collection charge as stated on our website at the time you make your return request.

However, for your original products ordered (but not exchange products), we offer a free first collection attempt.  What this means is that we will make one attempt to successfully pick up the returned products, free of charge. If that collection attempt fails, then you will be liable to pay our then current collection charge for each additional collection attempt as stated above. 

Please also note that if your order includes more than one product, then the free collection attempt only applies to the first return request you make under that order.  For instance if you order products A, B and C and make a combined return request for products A and B, and then later make a second return request for product C, the free first collection attempt will only apply to the return of products A and B, and not product C.

Condition of Returned Products

All products being returned must be returned: in full; in their original condition; unused, un-damaged, un-soiled, and un-altered; and complete with all original Charlotte Olympia packaging. All boxes, dust bags, heel tips and polaroids should be included with your return and are deemed part of the product. All shoes must be tried on only on a carpeted surface until you are certain you are keeping them. All products returned should include the return form with the return authorisation code to allow easy identification and prompt processing. Unidentified returns may be returned to the sender and this returns policy will cease to apply to such products. 

We are not obliged to accept returns that do not meet the above conditions, and we may (a) refuse a refund in such case, and (b) send such products back to the customer, or require the customer to arrange for their collection from us, in each case at the customer's cost.

Refund

Unless you have asked for an exchange, we will refund to you the price, for the returned products, within 10 days of receiving the products back at our warehouse in compliance with the return conditions above, less any collection charges payable by you for the returned products, and less any delivery charges for any exchanges. 

Unless the products were received by you damaged or faulty, we will not be obliged to refund to you any delivery charges (e.g. shipping costs) or any amounts paid by you to us with respect to export or import taxes and costs. 

Import taxes and costs, whether paid by you directly, or paid by you to us, are non-refundable. You may however be able to recover import taxes and costs by contacting your local customs bureau directly. 

Your refund will be credited to the original payment card. Please note, card refunds may take up to 10 business 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. You will receive a notification email upon completion of your refund.

Returns of products, to the extent paid using a virtual gift card, will not be refunded in cash, and will be refunded only as value to the virtual gift card or as a separate virtual gift card.


Exchange

As noted, you may only exchange your products for the same colour product, but of a different size.  You may not exchange your products for a different product or the same product of a different colour, unless we agree on a case by case basis in our sole discretion at the time.

If you would like to exchange your products please inform us of the replacement size.

If you ask for an exchange, then we will contact you or require you to contact us, prior to sending out the exchanged products, to arrange this, and to arrange any additional payments or partial refunds as detailed below.

Please note exchanges will be subject to stock availability. Please refer to our delivery and returns policy on our site for further information. 

Exchange products will be sent to you only once the products previously supplied under your order (including any previous exchanges) have been received back at our warehouse in the return condition required further above.

Exchange Price

If the exchange products are higher in price than the original products, then you must pay the difference before we are obliged to supply the exchanged products, using the original payment card.  If the exchange products are lower in price that the original products, we will refund you the difference in accordance with the refund terms above, less any deductions or withholdings we are entitled to make.

You must have paid all collection charges and other charges payable to us with respect to the returned products, before we are obliged to supply any exchange products.

You must separately pay a delivery charge for supply of the exchange products (unless we waive this at the time, at our sole and absolute discretion), and must have paid this using the same card as you paid for the products, before we are obliged to send the exchange products.

Exchange Delivery

Exchange products will be delivered in accordance with the same delivery terms as the products previously supplied under your order.

Exchange products will be delivered to the same address as the original products under the order were delivered to.  However, we may, at our discretion, allow you to nominate another reasonable delivery address (e.g. a work address).

Our customer care team will contact you to arrange delivery, and schedule the delivery time with you. You must strictly observe the delivery time agreed.

Exchange Delivery Costs

You will be liable to pay our delivery charge for delivery of any exchange products. The applicable delivery charge will be our current delivery charge as stated on our website at the time you make your exchange request.

However, for the first exchange that you request, we offer a free delivery.   What this means is that we will not make a delivery charge for delivering the exchange products,  but if you decide that you want to exchange them again, we will make a delivery charge for any second or further exchange as detailed above.

Please also note that if your order includes more than one product, then the free delivery only applies to the first exchange request you make under that order.  For instance if you order products A, B and C and make a combined exchange request for products A and B, and then later make a second exchange request for product C, the free first delivery will only apply to the exchange of products A and B, and not product C.

18.2 EUROPEAN ORDERS

Application

This section applies to orders for delivery to a country in the Europe (other than the UK).

The same terms as for UK orders under Section 18.1 apply, unless stated below.

Collection of Returned Products

Same as for UK orders under Section 18.1, except as follows. 

The returned products will remain at your risk until they arrive at our warehouse (except for any loss or damage caused by our acts or omissions or those of our carrier).

Collection Costs

Same as for UK orders under Section 18.1, except as follows.

Different collection charges will apply for Europe addresses, as set out in our delivery and collection charges on our site.

Exchange Delivery Costs

Same as for UK orders under Section 18.1, except as follows.

Different delivery charges will apply for Europe addresses, as set out in our delivery and collection charges on our site.

18.3 OUTSIDE EUROPE

Application

This section applies to orders for delivery to a country in outside Europe. The same terms as for UK orders under Section 18.1 apply, unless stated below.

Collection of Returned Products

Same as for UK orders under Section 18.1, except as follows.

The returned products will remain at your risk until they arrive at our warehouse  (except for any loss or damage caused by our acts or omissions or those of our carrier).

Collection Costs

Same as for UK orders under Section 18.1, except as follows.

Different collection charges will apply for non-Europe addresses, as set out in our delivery and collection charges on our site.

Exchange Delivery

Same as for UK orders under Section 18.1, except as follows.

Exchanges delivered to destinations outside of Europe will be processed for customs clearance and therefore any relevant import duty and tax charges will apply. This means that you will be responsible again for paying for import taxes and costs for the exchange products and arranging for their import in accordance with sections 11 and 16.

Exchange Delivery Costs

Same as for UK orders under Section 18.1, except as follows.

Different delivery charges will apply for Europe addresses, as set out in our delivery and collection charges on our site.

19. CANCELLING YOUR ORDER UNDER THE DISTANCE SELLING REGULATIONS

This section sets out our policy in relation to cancellations using cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000.  This is an alternative to cancellation under our standard policy under section 18 above.  You have the choice as to whether to cancel under our standard policy or the distance selling regulations. We will assume you are cancelling under our standard policy if you do not say otherwise or if you request a return authorisation code from us or through your account on our website. Once you have chosen to cancel under the distance selling regulations, you lose your rights under our standard policy under section 18.

Application

If you are resident in a country in Europe or the products are for delivery in Europe.

Your right

Under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), there is a right under those Regulations to cancel your order with us.

When you must ask for a return

Notice of cancellation can be given any time after your order has been placed, up until 7 working days from the day after the day on which you receive the products you ordered. For instance if you receive your products on a Monday, we must receive your notice of cancellation by the following Monday.

Process for making a return

To exercise your right, you must give us written notice of cancellation, which you are free to send by post, fax, or e-mail or any other method. Whilst you are not bound to do this, we would prefer that notice of contract cancellation under the DSRs be given in writing to: Charlotte Olympia, 56 Maddox Street, London, W10 5BN or by email to: customercare@charlotteolympia.com

When you must return the products

You must return the products to us yourself promptly and within 7 days of giving us your notice of cancellation.

Return of the products by you

Cancelled orders should be returned to: Charlotte Olympia Returns Department, Unit 6, Easter Park, Axial Way, Colchester CO4 5WY .  

Where you are returning the products, you must return the entire order to us at your cost, you are liable for return shipment costs, and the products remain your full responsibility and at your risk until accepted at our warehouse. You will need to return the products to us by secure means to ensure that they reach us in good condition, at your own cost. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the products and will be liable for damage to them until we receive them at our warehouse.  In case of dispute, we also recommend you retain proof of sending.  If you return the products at our expense then we may re-charge you such expense.

Collection of Returned products by us

We may at any time arrange to have the products collected from you. You must also allow us to collect your unwanted products from you on written request from us. 

If Charlotte Olympia collect the returned products, then the following terms apply.

If the collection was because you failed to return the products, or because you asked us to collect the products rather than returning them yourself, we may charge you the direct cost of collecting the products, for each attempt to collect the products from you. 

Collection will be from the same address delivered to.  However, we may, at our discretion, allow you to nominate another reasonable collection address (e.g. a work address).  

Our customer care team will contact you to arrange delivery, and schedule the delivery time with you.  You must strictly observe the delivery time agreed.

You are obliged to take reasonable care of the products and keep them in your possession.

Condition of Returned Products

You are obliged to take reasonable care of the products and keep them in your possession.

All products must be returned in full complete with all packaging.  All boxes, dust bags, heel tips and polaroids should be included with your return and are deemed part of the product.

Without affecting your rights, we would ask you to be reasonable in examining the products, and deciding whether to cancel.  We would ask you to avoid using the products, to decide as soon as you can whether you want to keep them, to try the products on a carpeted surface only until you are certain you are keeping them, and to try to avoid damaging or soiling the products.

Refund

For orders cancelled under the DSRs, you will be refunded the amount you paid, including delivery charges, and refunds will be as soon as possible and in any event within 30 days of our receiving your cancellation notice. 

We may deduct from any refund any costs of returning the products to us we are entitled to charge above, including where you return the products at our expense, or we collect the products at your request.

Please note that import taxes and costs paid by you are not covered by the above refund (unless you paid us for those import taxes and costs). You may however be able to recover import taxes and costs by contacting your local customs bureau directly.

Exchange

Not applicable.  You do not have the right to request an exchange under the Consumer Protection (Distance Selling) Regulations 2000.  If you want to ask for an exchange then you must proceed instead under our standard returns and exchanges policy under section 18.

20. FAULTY PRODUCTS

If you receive faulty products, you have the right to ask for a repair, exchange, reduction in the price, or a full or partial refund, in accordance with Part 5A of the United Kingdom Sale of Goods Act 1979.  
 
Products are "faulty" if they do not conform to the implied terms under the United Kingdom Sale of Goods Act 1979 which require that our products must correspond to their description and be of satisfactory quality.  
 
Please email customercare@charlotteolympia.com with images of any of your purchases which you consider have been delivered faulty. 
 
Special points to note: If your products become faulty within 6 months of your receiving them, then the law will treat them as having been faulty when you received them.  If you ask for a refund, we may be entitled to reduce any refund to take account of any use you have had of the products since they were delivered to you. If you would like to exchange a faulty product instead of obtaining a refund, we can only replace it for the same product in the same size, and any exchange is subject to availability. If you ask for a repair, we will do so only where possible and not disproportionate. If you ask for a repair or replacement and we do not provide one in a reasonable time or have reason for not providing one (other than due to your fault), then you will be entitled to exercise your right to ask for a reduction in price or refund. 

21. COLOURS

We have made every effort to display as accurately as possible the colours of our products that appear on Charlotte Olympia. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

22. OUR SITE AND CONTENT

For the purposes of this clause 22 "our content" is defined as everything making up our site, including any trade marks, graphics, photographs, images, sounds, music, video, audio or text on our site, any javascripts, flash objects or other code, and all HTML, CSS and other mark-up, but excluding your content.  
 
You acknowledge that all copyright, designs, trademarks and all other intellectual property and material rights relating to our content is and remains our sole and absolute property and that you are granted no right, licence or interest in or to the same except for the browsing licence detailed below. All our content is protected by national intellectual property and other laws and international treaty provisions. 
 
You are granted a licence to download and view such of our content as we enable to be downloaded, using a web browser, and to keep a copy of our content that you download in your browser cache for off-line browsing, provided that you shall delete any copy of our content which you hold on request or in any event when our content is expressed to expire in any HTTP expires header. Any reproduction or redistribution of our content is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, copying and use of our content to any other server, location or support for publication, reproduction or distribution is expressly prohibited.
 
Our site is for your personal non-commercial use only. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, or sell any content, software, products, or services contained within this site. You may not use this site, or any of our content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own site.
 
Charlotte Olympia tries to ensure that the information on this site is accurate and complete. Charlotte Olympia does not promise that Charlotte Olympia's content is accurate or error-free.  
 
Charlotte Olympia does not promise that the functional aspects of the site or Charlotte Olympia’s content will be error free or that this site, our content or the server that makes it available are free of viruses or other harmful components. We always recommend that all users of the Internet ensure they have up to date virus checking software installed. 

23.YOUR CONTENT

For the purposes of this clause 23 "your content" is any graphics, photographs, images, sounds, music, video, audio or text which you upload to our site, including into your account, or into any feedback, review, forum or other interactive system forming part of or accessed through our site.
 
You also grant Charlotte Olympia a perpetual, irrevocable, royalty free, transferrable, licence, with the right to grant sub-licences, to copy, edit, and do anything else whatsoever with your content, including, where your content is provided to a public section of our site, publication and republication in any form or media in any part of the world. You waive all moral rights (including to be identified as author) in relation to your content. 
 
You warrant that and shall ensure that you have the right to grant the licence above, and that the exercise by us of that licence shall not infringe any copyright or other intellectual property rights in any part of the world. You warrant that and shall ensure that your content is not confidential, unlawful, defamatory, racist or libellous, incitement to hatred or violence, detrimental to people, institutions, or religions or to people's privacy, capable of causing harm to minors or unwarranted distress to any person, detrimental to our trade marks or our content, personal data of a third party, using our site to promoting and advertise any businesses, product, service or other thing. Our site is available to the public, and information that is confidential should not be posted to this site.
 
Charlotte Olympia reserves the right at its sole discretion not to publish or to remove any of your content for any reason whatsoever.

24. YOUR ACTIVITY

You agree that you will be personally responsible for your use of this site and for all of your communication and activity on and pursuant to this site. If we determine that you are or have been engaged in prohibited activities, were not respectful of other users, or otherwise violated the terms and conditions we may deny you access to this site on a temporary or permanent basis.

25. LIMITS ON OUR LIABILITY

We shall not be liable for any loss of profit or other losses relating to any business you carry on.  
 
We shall not be liable for any losses which were not caused by a breach on the part of Charlotte Olympia.
 
We do not exclude or restrict liability for death and personal injury arising from our negligence or that of our employees and agents. 
 
We do not exclude or restrict our liability for fraud or fraudulent misrepresentation by us or our employees or agents. 
 
We shall not be liable to you for any loss or damage which was not foreseeable at the time Charlotte Olympia dispatched your order. 
 
We are not responsible for any losses unless caused by our breach or negligence. 
 
We are not responsible for delay in supplying or failure to supply any products if due to unforeseen events beyond our reasonable control.  We will let you know as soon as possible if there is going to be a problem in supplying the products at all or in a reasonable time, and give you an opportunity to cancel your order, in which case we will refund all amounts paid by you to us under the order, or give you an opportunity to continue with the order if possible, in which case we will agree with you a revised time for delivery as soon as we are in a position to continue performing the order. 

26. OUR RELATIONSHIP

You acknowledge and agree that no joint venture, partnership, employment, or agency relationship exists between you and Charlotte Olympia as a result of the terms and conditions, your use of this site or any orders you submit. You agree that you may not and will not hold yourself out as a representative, agent, or employee of Charlotte Olympia and we shall not be liable for any representation, act, or omission on your part.

27. NO WAIVER

If you breach the terms and conditions and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach the terms and conditions.

28. GOVERNING LAW AND JURISDICTION

The terms and conditions, any contract with you arising out of your registration with our site or any order for any products you place with us, and any contractual or non-contractual claims relating to the products, together with all our policies and procedures, will be governed by and construed in accordance to the laws of England and Wales and the courts of England and Wales shall have exclusive jurisdiction in relation to the same.