Allders.com
Trading Terms
1.
General
You should bear in
mind that buying goods over the internet provides a different shopping
experience from buying in-store. In
particular you should be aware that:
- The
colours of goods as shown on the website will depend on many factors –
including your display settings;
- The
sizes and shapes of the goods may differ in real life from how they appear
on your screen. We provide
dimensions and measurements in the descriptions of the goods and it is
your responsibility to check that the actual size of each item is suitable
for your purpose;
- Pictures
and images on the website are for illustration purposes only. For an accurate description of any item
and details of what is included with the item, you need to read the
corresponding written description;
- All
goods are subject to availability and if not in stock, we may not be able
to supply your order. We reserve
the right to withdraw any goods from sale at any time, and our only
liability to you for withdrawing any goods will be to refund to you any
money paid to us in respect of those goods which we are no longer able to
supply;
- We
will do our best to deliver your goods in accordance with the delivery
date set out in our final Delivery Advice e-mail, but please note that all
delivery dates given by Allders (whether on the website, over the phone or
by e-mail) are estimates only and delivery dates may vary.
- Not
all goods and promotions that are offered on the Website will be available
in-store, and vice versa. In
principle, our online prices are the same as in our store. Occasionally, however, you may find a
difference in price, for instance where there are different local store
and online promotions. We reserve
the right to adjust prices, goods and special offers at our discretion.
- We
will do our best to check the website for viruses but we do not warrant
that the website is free of viruses or other malicious content. For your own benefit, you should make
sure that you have appropriate software and systems in place to check for
viruses and other malicious content on the internet.
2.
Additional Terms
& Conditions
Whenever you order any of the above products
or services from Allders, you agree that you have read, understood and agree to
the Additional Terms and Conditions of Sale applicable to that product or
service in their entirety. If you do not
agree to the Additional Terms and Conditions of Sale applicable to that product
or service in their entirety, you must not order that product or service. If there is any conflict between the Trading
Terms and any applicable Additional Terms and Conditions of Sale, then the
Additional Terms and Conditions of Sale shall prevail to the extent of that
conflict.
3.
Comments and
complaints Procedure
If you have
any comments or complaints please contact our
Customer Service Advisor by e-mail at onlinesales@allders.com, or phone us on 020 8603 7654. We will always
endeavour to respond to your feedback as quickly as possible.
If, for any reason, you wish to cancel any
order you have placed before it has been delivered and it has not been
dispatched, please contact our Customer Service
Advisor by e-mail at onlinesales@allders.com
As it is our policy to try to process orders
immediately it may not always be possible to stop an order from being
dispatched. After despatch our Returns
Policy will apply. Please note that your
right to return goods does not apply to certain products as set out in our
Returns Policy.
4.
Description of
products
4.1.1. Each product
purchased is sold subject to its Product Description. We will take all
reasonable care to ensure that all details, descriptions and prices of products
appearing on the Website are correct at the time when the relevant information
was entered onto the system. Although we
aim to keep the Website as up to date as possible, the information, including
Product Descriptions, appearing on this Website at a particular time may not always
reflect the position at the exact moment you place an order.
4.1.2. We have taken
reasonable precautions to try to ensure that prices quoted on the Website are
correct and that all products have been fairly described. However, when ordering products or services
through the Website, please note that:
4.1.3. Orders will only be
accepted if there are no material errors in the description of goods or
services or their prices as advertised on this Website;
4.1.4. All prices are
displayed in pounds sterling inclusive of UK VAT, unless expressly indicated
otherwise.
4.1.5. The weights,
dimensions and capacities shown on the Website are approximate only;
4.1.6. Whilst we try to
display the colours of our products accurately on the Website, the actual
colours you see will depend on your monitor and we cannot guarantee that your
monitor's display of any colour will accurately reflect the colour of the
product on delivery.
4.1.7. All items are
subject to availability. We will inform
you as soon as possible if the product(s) or service(s) you have ordered are
not available.
5.
Ordering
5.1. Before you
place an order, if you have any questions relating to the Website
Terms
of Use, Trading Terms and any Additional Terms and Conditions, together with
our Privacy Policy (Website Terms), please contact our Customer Service Advisor by e-mail at onlinesales@allders.com, or
phone us on 020 8603 7654, Monday to Friday between
9.30am-6.00pm, Saturday between 9.00am and 6.00pm and Sunday between
11.00am-5.00pm. Inbound and outbound
calls may be recorded for quality monitoring and training purposes.
5.2. You may place an
order to purchase a product advertised for sale on the Site by following the
onscreen prompts after clicking on the item you are interested in. You will have an opportunity to check and
correct any input errors in your order up until the point at which you submit
your order by clicking the “Confirm Order” button on the payment and delivery
page.
5.3. By placing an order
with us you will be deemed to have read, understood and agreed to the Website Terms.
If you are unhappy with any aspect of our Website Terms, then before
placing an order, please contact our Customer Service Advisor by e-mail at onlinesales@allders.com, or phone us on 020 8603 7654.
5.4. Our Order confirmation
e-mail set out the final details of your order which you have submitted to
us. Please take care when placing your
order, as you will be unable to add to or amend your order after we send the
Order Acknowledgement e-mail. If you
have any queries regarding your order, please contact
our Customer Service Advisor by e-mail at onlinesales@allders.com, or
phone us on 020 8603 7654.
5.5. All orders placed by
you are subject to acceptance by us.
Although we hope to be able to supply all goods ordered, we reserve the
right, at our discretion and without the need to give reasons, not to accept
any offer at any time before it has been accepted. Should we refuse your order we will notify
you as soon as reasonably possible. If
we choose not to accept your order for any reason, we will not be liable to you
or to anyone else in those circumstances.
5.6. After submitting an
order to us online, you will be sent an order acknowledgement e-mail with your
order reference and details of the products you have ordered. Please note, this e-mail is an
acknowledgement and is not an acceptance of your order.
5.7. The Order
Acknowledgement contains details of the goods you have ordered, the total cost
of the order including delivery, and an order number. You should print off a copy of the Order
Acknowledgment e-mail and a copy of the Website Terms and
keep them safe. You will need to refer
to these details when contacting us about your order.
5.8. If your order
includes products which are not available from stock we will contact you by
e-mail or by telephone to ask you how you wish to proceed and if these have
been charged, the items will be refunded.
You will have the option to receive your order excluding the products
not available, or cancel your order. If
we are unable to obtain your instructions within 3 days of your placing the
order, we will cancel your order and payment and advise you by e-mail that we
have done so.
5.9. Acceptance of your
order and the formation of a contract between us will take place when we send
you an e-mail confirming that the products you have ordered are being
despatched to you, unless we have notified you that we do not accept your order
or you have already cancelled it. In
accordance with the provisions below (see Cancellations and returns).
5.10.
Please
note that completion of the online checkout process does not constitute our
acceptance of your order. Our acceptance
of your order will take place only when we dispatch the product(s) or
commencement of the services that you ordered from us.
5.11.
All
products that you order through the Website will remain the property of Allders
until we have received payment in full from you for those products.
5.12.
If
we cannot supply you with the product or service you ordered, we will not process
your order, inform you of this in writing (including e-mail) and, if you have
already paid for the product or service, refund you in full as soon as it is reasonably
possible.
6.
Payment
6.1. You can pay by
MasterCard, Visa credit, UK Visa debit, UK Visa Electron, Maestro, MasterCard,
American Express and Solo.
6.2. Except where
otherwise set out in these Trading Terms, the price payable by you for the
goods is the price given by Allders.com at the time you place your order.
6.3. In most cases the
delivery fee payable by you for your order will be that which is given by
Allders.com at the time you place your order.
We will always notify you in advance of any change to the delivery fee
and if you do not wish to continue with your order and pay the amended delivery
fee, you may cancel your order and receive a full refund.
6.4. In the unlikely
event that the price of an item has been incorrectly advertised on the Site, we
will contact you by e-mail or telephone to ask whether you wish to proceed with
the order at the correct price. If you
are not happy to proceed, or we are unable to obtain your instructions within 3
days of placing the order, we will cancel the order and notify you by e-mail. Unless we have already confirmed despatch of
your order, we will not be obliged to supply products at the incorrect price.
7.
Delivery
7.1. Subject to
availability, we will use all reasonable endeavours to deliver the products you
have ordered within the time stated for the delivery service you have selected
after your order is accepted by us. An
estimated delivery time for your order will be included in your Order
Confirmation e-mail. We will usually deliver all products
comprised in your order in one delivery.
However, due to size of some of
the products or large quantities ordered we may have to split your order and
you might receive multiple parcels.
Please note you will only get charged once for delivery. The confirmation of despatch e-mail will
contain an estimated delivery date for your order.
What
areas do you deliver to?
7.1.1. Delivery can only be made to UK addresses
excluding P.O. Boxes. Unfortunately at
this time we cannot take orders for delivery to British Forces Post Offices
(BFPO), International addresses, The Channel Islands (GY, JE) and the Republic
of Ireland
7.1.2. We
reserve the right to change the areas to which we deliver without notice.
7.2. Delivery
charges and arrangements
|
Delivery
Option
|
Price
|
Timings
|
|
Standard
|
£4.99
|
Delivery
within 5-7 working days after date of order being placed on the website.
Working days are Monday-Friday 8am-6pm, Saturday up to 12 noon, excluding
Sunday and Bank holidays. However,
during busy times such as holiday season, our courier might attempt to
deliver to you on Saturdays.
|
|
Special
|
£7.99
|
If the
order is placed on the website Monday to Friday before 11:00am then delivery
will be made on the next working day. If
placed Monday to Friday 11:01am or later or on Saturday and Sunday it will be
on the second working day. Working days are Monday-Friday 8am-6pm, Saturday
up to 12 noon, excluding Sunday and Bank holidays.
|
Delivery charges will be
displayed on the order page before payment is requested. The time frames shown are subject to
availability and are not guaranteed. In
addition the following post codes have extended delivery lead times as shown:
|
Out
of area postcodes and delivery lead times
|
|
Postcode
area
|
Approximate
delivery time window after date of order - Standard delivery service
|
Approximate
delivery time window after date of order - Special deliveries
|
|
AB, DD8-11
|
Up to
4 working days
|
Up to
3 working days
|
|
KW15-17, ZE1-99
|
Up to
10 working days
|
Up to
9 working days
|
|
PA20-23, 25-32,
34-35, 37, 39-40, PH50
|
Up to
4 working days
|
Up to
3 working days
|
|
HS9-99
|
Up to
8 working days
|
Up to
7 working days
|
|
PA41-49
|
Up to
7 working days
|
Up to
6 working days
|
|
PA60
|
Up to
5 working days
|
Up to
4 working days
|
|
PA61-75, 77, 78
|
Up to
6 working days
|
Up to
5 working days
|
|
PA76
|
Up to
8 working days
|
Up to
7 working days
|
|
PH41(2), 42, 43, 44
|
Up to
7 working days
|
Up to
6 working days
|
|
PH19-26, 30-41
|
Up to
4 working days
|
Up to
3 working days
|
|
KW1-3, 5-14
|
Up to
4 working days
|
Up to
3 working days
|
|
HS1-8
|
Up to
6 working days
|
Up to
5 working days
|
|
IV40-53, 54, 55, 56
|
Up to
6 working days
|
Up to
5 working days
|
|
KA27,28
|
Up to
4 working days
|
Up to
3 working days
|
|
IV1-20, 25, 30-32,
36
|
Up to
4 working days
|
Up to
3 working days
|
|
IV21-23, IV26-27
|
Up to
4 working days
|
Up to
3 working days
|
|
IV40-56
|
Up to
4 working days
|
Up to
3 working days
|
|
IM1-99
|
Up to
7 working days
|
Up to
6 working days
|
|
TR21-25
|
Up to
5 working days
|
Up to
4 working days
|
|
BT1-99
|
Up to
4 working days
|
Up to
3 working days
|
7.2.1. We cannot deliver
items within the same order to multiple addresses. If
this is required, please place a separate order for each address. A separate delivery charge will be made for
each address where applicable.
7.2.2. Deliveries are made
Monday to Saturday (excluding bank and public holidays). The precise timing of a delivery cannot be
specified. Deliveries require a
signature to confirm receipt. Please
note that any deliveries containing age restricted products (e.g. alcohol or
knives) must be delivered to the credit/debit card holder’s address or the
store (see below) and have to be signed for by an adult.
7.3. The
delivery of goods will include an Advice Note with Returns Note and Returns
Label. Please retain for use if the
goods are to be returned. The Invoice for the goods purchased will be
sent with the goods to you.
7.4. Once
delivered, the products ordered will become your property (provided they have
been paid for in full) and your responsibility, except in relation to products
that are damaged or faulty when delivered or have been incorrectly delivered,
we will not accept any liability for their loss, damage or destruction after
they have been delivered.
What
happens if I am not at home?
7.5. In order
to make sure you receive your goods as soon as possible, if you are not at home
when our courier tries to deliver, your parcel may be left with one of your
neighbours. If our courier does this, a
card stating where the parcel has been left will be posted through your
letterbox. Please note that any
deliveries containing age restricted products (e.g. alcohol or knives) must be
delivered to the credit/debit card holder’s address and have to be signed for by
an adult.
In case
our courier cannot reach you or your neighbours to receive your parcel, a card
will be left in your letterbox to notify you that they tried to deliver your
parcel. Please follow the instructions
on the card to schedule a delivery day. You
will find the contact details on the card
7.6. If you
are not personally available to accept delivery, you may appoint a
representative to do so in your place.
The representative must be an adult capable of receiving delivery on
your behalf, and you agree that we will be entitled to rely on the
representative's instructions as if they were your own.
7.7. Damaged
or incorrectly supplied products: You should check all products you
receive against your order. If the
products you receive are damaged or incorrectly supplied on delivery then you
must note the details of any damage or error in supply on the delivery
documentation and inform us (by post, phone or e-mail only) within seven
working days of the receipt of goods. You
must return the products to us as soon as possible after informing us that the
products are damaged or have been incorrectly supplied. Please note that we will not accept the
return of any damaged or incorrectly supplied products where you fail to notify
us of this within seven working days of receiving them.
8.
Cancellations
8.1. If you are a UK/EU
consumer, you have the legal right, under the Consumer Protection (Distance
Selling) Regulations 2000 to cancel your order within seven working days
following your receipt of the goods or the date on which we begin provision of
the services. Refunds for orders
cancelled under the provisions of the Consumer Protection (Distance Selling)
Regulations will be processed in accordance with your legal rights.
For further information about your statutory
rights, contact your local authority Trading Standards department or consumer
advice centre (for example the Citizen’s Advice Bureau if you are in the UK).
8.2. You may cancel your
order by notifying us by e-mail at onlinesales@allders.com and where
the goods have already been sent, returning the goods and the Returns Note within
7 days of receipt to:
The
Returns Department, Allders (Croydon) Ltd, North End, Croydon, Surrey.
CR9 1SB.
8.3. Additional
cancellation terms: Where Additional
Terms and Conditions of Sale are applicable to any product or service you have
ordered from us, these may also govern your cancellation rights and you should
review these carefully.
8.4. If you change your
mind about the purchase, we will offer a refund or exchange providing you
return your purchase in its original condition, with the Returns Note within 7
working days of the receipt of goods. If
you have paid a delivery charge this will also be refunded but if you are only
returning part of the order, then we are not obliged to repay any of the
delivery charge. You must take
reasonable care of the goods whilst in your possession and they must be
returned to us.
8.5. Please note that
your right to return products does NOT apply to products which fall into the
following categories unless they are faulty:
·
Goods made to your
specification
·
Perishable goods
(for example flowers and food)
·
Mattresses
·
Mattress toppers,
duvets, pillows, bedding
·
Personal grooming
products
·
Swimwear, lingerie
·
Cosmetics, pierced
jewellery
·
Children’s car seats
·
CD, DVD, tapes or
other recording media, software or videos if their seal is broken.
·
Curtains
once hung and gathered.
Please see our
Return Policy for further details.
8.6. Damaged
or incorrectly supplied products: You should check all products you
receive against your order. If the
products you receive are damaged or incorrectly supplied on delivery then you
must note the details of any damage or error on the delivery documentation and
inform us (by post, phone or e-mail only) within 7 working days of receipt of
goods. You must return the products to
us as soon as possible after informing us that the products are damaged or have
been incorrectly supplied. Please note
that we will not accept the return of any damaged or incorrectly supplied
products where you fail to notify us of this within 7 working days of receiving
them.
8.7. Other
cancelled products: If you want to
cancel products that are not damaged or incorrectly supplied, then you must
inform us of this within 7 working days of the receipt of goods. You must take reasonable care of the products
that you wish to cancel and not use them.
Products should be returned unopened
These
products can only be returned in accordance with your legal rights.
8.8. If you cancel your
order in any of the circumstances set out above save for cancellation under the
provisions of the Direct Selling Regulations, we will refund any money paid by
you after any products, which have been delivered to you, are returned to us. In the case of damaged or incorrectly supplied goods, we may offer you a replacement
product. Any refunds given by us will be
made to the debit/credit card account provided when you placed your order and
will be subject to our right to withhold amounts for products which are damaged
on return. Please refer to the Returns Policy.
8.9. Where we deliver products to a third party in
accordance with your order, you will only be able to exercise this cancellation
right if you can return the goods to us.
8.10.
For further details about how to exercise your cancellation
rights, please see the Returns section.
9.
Returns
9.1. If you
wish to return any non furniture product purchased on our website, you may do
so at your own cost. You may use the
Royal Mail or any other courier service but you are responsible for the
carriage charge. N.B. A Returns Note sent with the goods
should be completed with the reason for returning the goods. If you cannot find your Returns Note and Returns labels,
please call our customer advisor on 020 8603 7654 who will post a copy of the
Returns Note and Returns Label/s to you.
9.2. Please
pack your product carefully, preferably in the original package with the
original supplier labels. If this is not
possible, please pack to equivalent standards to ensure the safe transit of the
goods and take the parcel to your local Post Office ensuring you obtain proof
of posting for each parcel returned.
9.3. On
receipt in our returns department, standard inspection checks will be carried
out in conjunction with the reason specified on the return and once approved a
refund to the original payment method will be issued. Please allow up to seven working days from
our receipt of goods for this refund to be processed.
9.4. The
value of the items to be refunded to you will be clearly highlighted while completing
your return and will be the value per item minus any promotion discount that
was applied when the product was originally purchased.
9.5. If you
have any difficulty locating an order for return or have any other queries
regarding the service, please contact our Customer Service Advisor by e-mail at
onlinesales@allders.com, or
phone us on 020 8603 7654.
9.6. All returns must be sent to: The
Returns Department
Allders (Croydon) Ltd
North End,
Croydon,
Surrey.
CR9 1SB
9.7. When you return
gifts by post: Refunds for any items received as a gift, returned in this way,
will be credited onto the ordering customer’s credit, debit Card.
To the
Allders store
9.8. You may,
at your own cost, return products to the Croydon store (see Store address).
Please pack your product preferably in the original container with the original
packaging. If this is not possible,
please pack to equivalent standards to ensure the safe transit of the goods. Please take your Invoice that was packed with
the goods. If you cannot find your
invoice please contact our Customer Service Advisor by e-mail at onlinesales@allders.com, or
phone us on 020 8603 7654 to obtain a copy before you go
to the store to return your purchase.
Please note that the packing list enclosed with the parcel is not
sufficient for a refund request. Take
your Invoice and parcel to Allders Customer Service in Croydon where our
Customer Service Advisor will be happy help you. Products returned to store must be returned
no later than 7 working days after they were delivered to you.
If you return a gift
to a UK store, refunds for any items received as a gift will be given in the
form of a Gift Vouchers to spend in the store.
10. Additional Terms & Conditions: Allders
Gift Voucher Vouchers
Allders Gift Vouchers can be:
·
Exchanged for goods at the Allders store in Croydon
·
Exchanged for goods of a higher value on payment of the difference.
Allders Gift Vouchers cannot be:
·
Exchanged for cash
·
Replaced if lost or stolen
·
Used in payment of an Allders account
·
Used for a Website purchase of goods
·
Used after the expiry date.
Allders
reserves the right to amend the Gift Voucher Terms and Conditions where
necessary. The latest Terms &
Conditions will be displayed on www.allders.com
and in-store.
These
Additional Terms and Conditions do not affect your statutory rights.
