Terms & Conditions
1.1 What these terms cover. These are the terms and conditions on which we supply products to you, when you order via our website (our "Website") or via email communication.
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.
1.3 We may change these terms at any time. We may amend these terms from time to time by posting revised terms on our website. The terms applicable to your order will be those posted on the website at the time of placing the order.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 We are JOORIE Who we are and here to help you be best you can be in this journey.
2.2 How to contact us. You can contact us by email or via our website, our operation hours are Monday to Saturday from 9.00 am to 7.00 pm and Sunday 9.00 am to 5.00 pm, excluding public holidays.
2.3 How we may contact you. If we have to contact you we will do so by writing to you at the email address or postal address you provided to us in your order.
2.4 "Writing" includes emails and SMS. When we use the words "writing" or "written" in these terms, this includes emails and SMS.
3. OUR PRODUCTS
3.1 Information about our products. Information about the range of products sold via our website is available, with product references, on our website.
3.2 Personalised Products. In these terms, where we refer to “Personalised Products” we mean any products that are made to your specifications or clearly personalised , for example, orders through our “Mon Monogram”, “My JOORIE Special”, hot stamping service, and any alterations to our standard products carried out for you. Please note that certain Personalised Products, such as “Mon Monogram” products may be ordered via our Website. These items are seasonal and will not always be made available on our website.
3.3 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. Our hand made products are truly unique as no one item is exactly the same as the other. Some product may be manufactured in one of our several workshops and may therefore have a different stamp of origin than the one displayed on our website. Your product may vary slightly from those images.
4. PLACING ORDERS AND OUR CONTRACT WITH YOU
4.1 Placing orders. All orders are subject to availability. Orders can be placed as follows:
4.1.2 Via our Website: Orders can be placed through the our website.
4.2 We only deliver (a) care of a hotel, (b) PO Box addresses or (c) business premises.
4.3 You must be 18 or over. We only accept orders from customers aged 18 and over.
4.4 We only sell our retail products to consumers. Your order on our website must not be made for or on behalf of any business activity and must be placed strictly for your personal use. To ensure better service and better availability of our products, JOORIE limits the quantity of products that can be purchased as follows: no more than 3 leather goods (including small leather goods) products per transaction, with no more than 2 identical products per such transaction. Also, customers cannot, within 4 consecutive weeks, (i) buy more than 6 leather goods (including small leather goods) products, or (ii) conduct more than 8 transactions of all kind of products. In any case, the total number of purchased leather goods (including small leather goods) will not exceed 12 products within 12 consecutive months.
4.5 Making sure your personalisation details are accurate. If we are personalising products in accordance with details, you have given us you are responsible for ensuring that these details are correct. We cannot accept returns of Personalised Products.
4.6 Your account with us: When placing an order for the first time, you may either check in as a guest or open an account with us. We do not accept orders or any communication by phone. Otherwise, all steps necessary for placing an order are detailed on our website.
4.7 Order acknowledgement. We will acknowledge receipt of your order without delay by sending a confirmation email, but this confirmation email does not constitute acceptance of your order. Your order will only be accepted when it is dispatched, and you receive a dispatch email (see Clause 4.8).
4.8 How we will accept your order. Our acceptance of your order will take place when we email you and tell you we have accepted and dispatched your order, at which point a contract will come into existence between you and us.
4.9 If we cannot accept your order. We will inform you of this in writing 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 we have identified an error in the price or description of the product, or if the order is not in accordance with these Terms of Sale.
4.10 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
5. PRICE AND PAYMENT
5.1 Where to find the price for the product. The price of the product in pounds sterling (£) which includes VAT (except where otherwise stated on our website or notified to you by email, delivery costs) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see Condition 5.4 for what happens if we discover an error in the price of the product you order.
5.2 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.
5.3 We will not provide VAT-refund services. We do not provide VAT-refund service for orders placed on our Website.
5.4 What happens if we got the price wrong. It is always possible that, despite taking all reasonable care, some of the products we sell may be incorrectly priced. 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 at the correct price. If we accept and process your order where a pricing error is material, obvious and unmistakeable 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.
5.5 How you must pay. We accept payment by credit card (Visa, MasterCard and American Express) issued by banks domiciled in the European Union, by PayPal, by bank transfer (provided that the paying bank account is held by you and domiciled in the European Union) or other payment methods as they become available from time to time by notice on our Website. Payment must be made in pounds sterling (£). In case of a payment by bank transfer, we will send you JOORIE’s bank details by email.
5.6 When you must pay. You must pay before goods are dispatched to you. You will be debited once you have placed your order and it has been accepted by us. We will inform you by email once the products have been dispatched.
5.7 Failure to pay. If your payment cannot be processed for any reason (including, for example, stopped payment, refusal by the issuer of the card), your order will be cancelled and the contract with you ended immediately. We will inform you of this in writing.
5.8 Security measures.
5.8.3 If an order placed by you is considered to be fraudulent or otherwise made in breach of this Terms of Sale, the sale will be cancelled immediately, and in the event that any sums have already been debited to you, they will be refunded within 14 business days after such notification.
6. PROVIDING THE PRODUCTS
6.1 Delivery costs. The costs of delivery will be as displayed to you on our website.
For all international shipments outside the UK, the customer is responsible for paying customs charges and any other local fees.
6.2 When we will provide the products:
6.2.1 For Products we advise to be in stock, will be delivered within 12 weeks from the date payment is received in cleared funds;
6.2.2 For all other products: During the order process we will let you know when we will provide the products to you, and if no deadlines are given, within 60 days at the latest from order confirmation, subject to full payment of the price.
6.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will 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.
6.4 Click and Collect Service. If you choose to collect your order from the Click & Collect carrier services, after the date we tell you in writing, please check the opening hours and policy of the individual carrier. Third party’s collection on your behalf will likely be subject to more ID checks by the carrier. Always check with the carrier.
Please note that your order will be kept for 10 days after which period, we will end the contract, the products will be returned to us and we will refund any sums you have paid to us for the cancelled order excluding delivery charges (except for Personalised Products are non-refundable).
6.5.2 if you authorise someone to accept your order on your behalf, please make sure that you provide us their name and relevant contact details and a letter of authorisation signed by you (can be found on site);
6.6 If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will contact you asking to arrange an alternative delivery date.
6.7 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract and Condition 9 will apply.
6.8 Delivery of gifts. In the case of a gift:
6.8.1 you may arrange for products to be delivered to a third party of your choice, provided always that the delivery address satisfies the requirements of Condition 4.2 above;
6.9.1 we have right to refuse to deliver products, if there is an operative problem beyond our control, or if there was a problem with the payment, address or mistreatment of staff in communications. Should payment have already been fully processed on these occasions you will receive a full refund.
6.9.3 Please note due to the way we operate our production and sells we do not give a delivery date until we have handed your items to a carrier. We do not accept delivery deadlines, unless specifically agreed via email. You may request to cancel your order at any point between purchasing items and prior to receiving communication that your items are out for delivery.
6.10 Setting a new deadline for delivery/collection. 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 Condition 6.9, we will give you a new delivery deadline that would suitable to you and us.
6.11 Ending the contract for late delivery/collection. If you do choose to treat the contract as at an end for late delivery under Condition 6.9 or Condition 6.10, 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 of them), unless splitting them up would significantly reduce their value. Once we receive the items we will refund any sums you have paid to us for the cancelled products. If the products have been delivered to you, you must pay the costs of delivery.
6.12 Damage. If, at the time of delivery, the packaging is damaged, please do not open. Take a picture and send it to us via email. This will help us find the cause and prevent it from happening again. Allow a 24-hour response time, then once you get a response from us, open the product in order to verify the condition of the products. In the case of delivery, where there is damage to the products, you should note the details on the delivery note and contact our Client Service team as set out in Condition 2.2. If we deliver products to you and products are lost or damaged, we will repair or replace the products free of charge (including costs of re-delivery) but only where:
6.12.1 You tell us in writing within 24-hours of the actual delivery date in the case of damage and within 24-hours of the delivery date notified to you when you placed your order in the case of lost items (this is so that we will be able to meet our carrier's conditions of carriage);
6.12.2 You produce to us any receipt or other documents relating to the products and (in the case of damaged items) the original packaging for the products complete with all related accessories, instruction booklets, labels, protective covers and boxes.
6.13 When you become responsible for the products. The products will be your responsibility from the time you or a person indicated by you acquires the physical possession of the goods.
6.14 When you own products. You own the products on the later of the following:
6.14.1 once we have received payment in full;
6.14.2 once the products have been delivered to you.
7. EXCHANGING PRODUCTS
7.1 In addition to your legal rights, and your right to change your mind described in Condition 8, we operate an exchange policy for our customers in respect of items delivered (but not for Personalised Products). The conditions of this exchange policy are set out in this clause 7 below.
7.2 Within 30 days after the date of delivery (or the last delivery in the case your products are split into several deliveries over different days), you may exchange the items in question by using either method below.
7.3 Products must be returned with their original packaging, complete with any related accessories or instruction booklets, labels, protective covers and boxes, together with the original invoice and the Return Voucher. In the case products which have been sealed for health protection or hygiene purposes, the seal on the crystal film covering box must not have been broken. We will not accept products for exchange that are returned incomplete, damaged (including stains e.g. makeup or soiled or without the original packaging, related accessories or instruction booklets, labels, protective covers and boxes or, in the case of products, where the seal on the box has been broken. You must take reasonable care of products if you wish to exchange them. For shoes in particular, we recommend that you try your JOORIE shoes on a clean floor which will not alter the sole, such as a carpeted surface.
7.4 You may:
7.4.1 Please note that no new delivery can take place until we have received the returned products from you;
7.4.2 exchange your products by contacting us.
7.5 Please note that no new delivery (of an exchanged or replacement product) can take place until we have received the returned products from you. Where products are exchanged, we will end the original contract and your payment will be applied to the price of the new product. If the new product is on sell at a higher price, you must pay the difference as described in Condition 5. We will not be able to provide the replacement products until we have received payment from you. If the product is on sale at a lower price, we will refund you for the difference (but not for any delivery charges) by the method you used for payment.
7.6 Please note that you may not exchange products which you have received as a result of a prior exchange. Also you cannot exchange personalised products, for example, such as items that have been tailored to your measurements or been monogramed.
7.7 The terms set out in this clause 7 do not affect your legal rights.
8. YOUR RIGHTS TO END THE CONTRACT
8.1 Ending your contract with us. You may end your contract with us in the circumstances described below. 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:
8.1.1 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 a service re-performed or to get some or all of your money back), see Condition 11;
8.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see Condition 8.2;
8.1.3 If you have just changed your mind about the product, see Condition 8.4. You may be able to get a refund, but this may be subject to deductions.
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 Conditions 8.2.1 to 8.2.3 below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
8.2.1 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;
8.2.2 there is a risk that supply of the products may be significantly delayed because of events outside our control;
8.2.3 you have a legal right to end the contract because of something we have done wrong (including because we have delivered later than promised (see Condition 6.11).
8.3 When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
8.3.1 Personalised (including tailored to your specification) Products;
8.3.2 Earrings and under garments for health protection or hygiene purposes;
8.3.3 Some products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. Cannot be refunded.
8.4 How long do I have to change my mind? For most products bought online you have a legal right to change your mind within fourteen (14) days. In order to ensure the satisfaction of our customers we extend this to allow up to 30 days after the day you (or someone you nominate) receives the products, unless your products are split into several deliveries over different days. In this case you have until 30 days after the day you (or someone you nominate) receive the last delivery to change your mind about the products.
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:
9.1.1 Email or go to the My Orders tab of your JOORIE account on the website and indicate your intentions. Please provide your name, home address, details of the order and, where available, your phone number and email address.
9.1.2 By post. Print off the cancellation form and post it to us at the address on the form.
9.2 Gifts. If you use our Gift Service, only you may end the contract with us and not the recipient of the gift.
9.3 Returning products after ending the contract:
9.3.1 If you end the contract for any reason after products have been dispatched to you or you have received them, please email us to arrange refund.
9.3.2 You may request a refund via your JOORIE Account.
9.3.3 Place the item(s) in the original shipping parcel or any other suitable parcel packaging, cover the original address label, securely seal your parcel using an adhesive strip, and post back to us.
9.3.4 You must return the products with their original packaging, complete with all related accessories, instruction booklets, labels, protective covers and boxes, together with the duly completed “Return Voucher” and the original invoice.
9.4 We will pay the costs of return only in the event if we make an error and deliver a different item than one you had selected and paid for online (including email amendment requests).
9.4.1 if the products are faulty or misdescribed;
9.4.2 if you are ending the contract because we have told you of 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 as a result of something we have done wrong; or
9.4.3 if you are exercising your right to change your mind, in all circumstances you must pay the costs of return. We will only return (in part or full) costs of items received. We advise all customers to use tracking deliveries upon returning items.
9.5 How we will refund you. We will refund you the price you paid for the products not including delivery costs, by the method you used for payment. However, we may make deductions 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:
9.6.1 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 which would not be permitted in a shop. For shoes in particular, we highly recommend that you try your JOORIE shoes on a clean floor which would not alter the sole, such as a carpeted surface. Please note that the amount of the reduction could be equal to the full amount of the price if we are unable to sell the returned products because they do not meet our high standards of sale. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
9.6.2 All deliveries and return deliveries are covered by customer, and we advise they use tracking services in case rare items are misplaced by carrier. We will not refund delivery costs if you choose to have the product returned to us.
9.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind and have informed us, your refund will be made within 14 days of us receiving the refunded items. Except that we may withhold refund if you did not post the products as required under these Terms of Sale within a reasonable time after notifying us of your decision to cancel the contract, or until you show us evidence you have dispatched the products.
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:
10.1.1 you do not make any payment to us when it is due;
10.1.2 you do not, within a reasonable time, allow us to deliver the products to you.
10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in Condition 10.1 we will refund any money you have paid for products but we may deduct or charge you reasonable compensation for the net costs, we will incur as a result 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, please contact us. You can email us.
11.2 Your legal rights. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.
11.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post back to us. We will not pay for delivery charges on refunded items. Please email us if you have any questions.
12. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
12.1 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.
12.2 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; and for defective products under the Consumer Protection Act 1987.
12.3 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 re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13. OTHER IMPORTANT TERMS
13.1 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms nor are we able to discuss it with anyone else but you or a selected (by writing) representative.
13.2 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 that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
13.3 Even if we delay in 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 in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. 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.
13.4 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 in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
13.5 Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you can submit a complaint for online resolution to the European Commission Online Dispute Resolution platform.