Terms & Conditions
After placing your order, you will receive a sales order confirmation via email. The confirmation is our acceptance of your signed order and deposit which forms the basis of a binding Contract of Sale between yourself (the purchaser) and Wood Velvet.
The sales order confirmation is an important document. This will reflect your purchase order or your email order sent to us which details the specific requirements of your order. Size, choice of fabric, choice of interiors if different from our standard for each individual model, choice of legs their colour, together with any other specific instructions you have given us to personalise your furniture. The exact details on the confirmation will be issued as the manufacturing document for your order to be made to those instructions. Therefore, it is important that it is carefully checked by you against the order you placed and that you advise us of any errors or omissions or any further changes you require.
Once materials (particularly fabrics) have been ordered or delivered to us we are unable to accept changes or cancellations without some cost to you. Occasionally, fabric suppliers will accept return of fabrics but they will levy restocking charge, the cost of which would need to be met by you.
A deposit of 50% of the total order value including delivery charges and VAT is payable on placing the order. The final balance is payable before the delivery can be made. Payment is accepted by most debit and credit cards or by direct transfer to our bank. If you decide to cancel the order, we may accept your cancellation but, in all cases, we will retain your deposit to cover any costs we have incurred and return the remainder thereof.
To cancel the contract, you must let us know by email to info@woodvelvet.com stating the reason you wish to cancel and that you accept the retention of your deposit to cover the costs we have incurred. This term does not affect your statutory rights.
Manufacturing
The manufacturing/completion date is given in good faith at time of quote/order, however for reasons beyond our control completion dates can be delayed. We will not be liable for any direct or indirect loss of profits or other financial loss or damage suffered by you through any delay. Occasionally, the fabrics and special materials you have chosen may not be available with the supplier. If this should happen, we will advise you of a new manufacturing date and also give you the option to select an alternative material or to wait for your original choice to become available, if you chose to supply the fabric to us for your project/furniture and there are delays you must inform us immediately as delays in fabric will have knock on delays in production and completion dates.
Delivery
Once your furniture has passed quality control inspection it will be wrapped ready for collection or if delivery has been agreed we will deliver on our own vehicles or use an external delivery company to collect and carry out the delivery to you. We will contact you to arrange a convenient date that suit both parties.
Delivery costs for external deliver companies with dedicated two-man delivery are expensive but necessary to ensure the safe transit and installation in to your preferred site location. Therefore, the external delivery company will collate deliveries from ourselves and other companies to make an economical delivery load to your area so that the cost is reasonable for each customer. Please try as much as possible to accept the appointment you are offered when the transport company make contact as they may not return to your area again for some weeks. Deliveries are arranged on Monday to Friday due to the transport regulations which limit the number of hours a driver can work.
Lead Times
Lead times can vary dependent on products/volumes ordered and busy times of the year, we also have factory shutdowns twice per year which again will increase lead times, please ask prior to order if you have any concerns on lead times.
We always act with the best of intentions but in the event of those lead times being put back we cannot be held responsible for delays caused by our suppliers as they are beyond our control. We will Endeavour to resolve matters in all cases to the satisfaction of the customer.
Access
This applies to both Domestic and Contract; Please ensure that you check the dimensions for access including the gap between your door frames, ceiling heights, width of hallways/corridors, stairs and corners and parking for large articulated vehicles for volume orders when you placed your order, we asked you to confirm that the furniture you ordered is the correct size for your needs and that the delivery company will be able to access your property and the room of your choice.
Your furniture will be made to your size and specification. It is important that you are sure that there is adequate access to your property and that the furniture can be delivered in to the room of your choice. Our delivery company will make every reasonable effort to deliver your furniture in to the room of your choice, however deliveries are strictly regulated by Health and safety regulations. Returns cannot be accepted if the delivery company cannot get the furniture in to the room of your choice.
Installation
The delivery crew if requested and agreed at time of order will place the furniture in the room of your choice, unpack the furniture and place it where it needs to be. They will take the packaging away for recycling unless you decide to keep it for future use. They will photograph the furniture in situ as proof of delivery or ask you to sign a delivery note that it has been delivered in good condition.
Risk and Title
Ownership and risk of the products will pass to you on delivery.
Specification and Use of our Products
Our furniture is hand-made and therefore any sizes given, published in our literature and on our website are approximate and not exact and small tolerances must be allowed for.
Our products are designed for both domestic and contract use, you must inform us of the intended use of furniture ordered i.e. will it be for a home/domestic use or will it be for contract use hotel/student accommodation or any other business environment.
The materials (fabrics, wood, webbing, foams and fillings, cushions) are all sourced from leading suppliers in the industry.
All fabrics sent to us should be tested for durability and flammability to ensure that they comply with British Standards and the UK Furniture and Fire Regulations. Only fabrics which meet the general domestic and contract standards should be used, further information can be found from fabric suppliers of your choice, we will not be liable for any fabric sent to us for upholstery which do not conform to the standards required for the placement/location of furniture.
The hardwood we source meets European Union Trade Regulations from FSC managed forests and is kiln dried to a moisture content of between 15 and 18% to prevent any warping or twisting of the frame.
Foams, fillings and cushions are tested for durability and also meet the furniture and fire safety regulations.
Guarantees
We offer a 10-year structural guarantee on the hardwood frames that we have manufactured and 3 years on foams for date of order.
This guarantee is to the original purchaser in the United Kingdom and is not transferable.
The guarantee covers general domestic & contract use only.
What is not covered by the guarantee
The guarantees do not apply if the products have had improper use, misuse, damaged by the purchaser or have been accidentally damaged or damaged during transport to another property.
The furniture has been altered, modified, repaired or reupholstered by any other company than our trusted manufacturers.
With the exception of the frame the furniture is guaranteed for one year against faulty materials or workmanship. This guarantee does not cover fair wear and tear, misuse, lack of general care, cleaning of fabrics or failure to maintain or dress cases and interiors as advised in our care guide, fading of fabrics due to exposure to sunlight, damage by animals, infestation by insects, accidental damage of fabrics with watches, rings, bracelets, toys, damage caused by fire or smoke.
Making a Claim under this Guarantee
Please write to us at our registered address or email us at support@woodvelvet.com
Please provide the details of your order, copy of your invoice, address where the furniture is located and a brief description of the fault. Photographs of the fault will be useful in assessing the best and quickest way of proceeding.
If a claim is accepted, we will either request that you return small items such as cushions, footstools feet and legs to the factory, where we will be able to inspect and if possible, repair the item whilst you wait or return them within a few days.
If it is not possible to establish the validity of the complaint from the information given or the photographs, we will arrange a visit for the inspection of the furniture. The visit may be from factory-based personnel or an independent specialist company who have upholstery technicians in your locality. In the event of the claim being accepted we will endeavour to repair the furniture either at the furniture location wherever possible to avoid unnecessary transport and inconvenience of being without the furniture. If this is not possible the furniture will be transported to the factory and returned after repair.
The guarantee covers all labour and materials used to rectify any guarantee complaints. The collection and redelivery costs will be the responsibility of the purchaser.
If a claim is found to be invalid because the fault is not due to the use of faulty materials or workmanship under the guarantee, the claimant will be liable for the cost of the independent inspection report and any repairs that are required.
None of these terms and conditions affect your Statutory Rights under the Consumer Rights Act 2015.
Returns
Under the Consumer Contracts Regulations 2014, a customer is allowed to return an item if they simply change their mind. A customer has the right to cancel at any time from the moment they place their online order, and up to 14 days from the day they receive the goods. The customer then has a further 14 days from the date they notify the retailer of their cancellation to return the goods. -There are exemptions to online returns which include tailor made/personalised goods.
Under the Consumer Rights Act 2015, a customer has an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. This right is limited to 30 days from the date the customer took ownership of the goods. If a product is no longer desired by the customer they are required to return the item at their own expense before receiving a full refund. If an item is faulty and needs to be returned, the customer does not need to pay postage costs for the return of the faulty item. If a customer is asked to return an item that arrived damaged, not as described or faulty, the retailer should refund the total cost of the return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with labels/tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at returns@woodvelvet.com.
If your return is accepted, instructions will be provided on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@woodvelvet.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items), please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or clearance.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@woodvelvet.com.
Last updated: [17/07/2024]
This Privacy Policy describes how Wood Velvet (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from woodvelvet.com (the "Site") or otherwise communicate with us (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.
Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the "Last updated" date and take any other steps required by applicable law.
How We Collect and Use Your Personal Information
To provide the Services, we collect and have collected over the past 12 months personal information about you from a variety of sources, as set out below. The information that we collect and use varies depending on how you interact with us.
In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.
What Personal Information We Collect
The types of personal information we obtain about you depends on how you interact with our Site and use our Services. When we use the term "personal information", we are referring to information that identifies, relates to, describes or can be associated with you. The following sections describe the categories and specific types of personal information we collect.
Information We Collect Directly from You
Information that you directly submit to us through our Services may include:
- Basic contact details including your name, address, phone number, email.
- Order information including your name, billing address, shipping address, payment confirmation, email address, phone number.
- Account information including your username, password, security questions.
- Shopping information including the items you view, put in your cart or add to your wishlist.
- Customer support information including the information you choose to include in communications with us, for example, when sending a message through the Services.
Some features of the Services may require you to directly provide us with certain information about yourself. You may elect not to provide this information, but doing so may prevent you from using or accessing these features.
Information We Collect through Cookies
We also automatically collect certain information about your interaction with the Services ("Usage Data"). To do this, we may use cookies, pixels and similar technologies ("Cookies"). Usage Data may include information about how you access and use our Site and your account, including device information, browser information, information about your network connection, your IP address and other information regarding your interaction with the Services.
Information We Obtain from Third Parties
Finally, we may obtain information about you from third parties, including from vendors and service providers who may collect information on our behalf, such as:
- Companies who support our Site and Services, such as Shopify.
- Our payment processors, who collect payment information (e.g., bank account, credit or debit card information, billing address) to process your payment in order to fulfill your orders and provide you with products or services you have requested, in order to perform our contract with you.
- When you visit our Site, open or click on emails we send you, or interact with our Services or advertisements, we, or third parties we work with, may automatically collect certain information using online tracking technologies such as pixels, web beacons, software developer kits, third-party libraries, and cookies.
Any information we obtain from third parties will be treated in accordance with this Privacy Policy. We are not responsible or liable for the accuracy of the information provided to us by third parties and are not responsible for any third party's policies or practices. For more information, see the section below, Third Party Websites and Links.
How We Use Your Personal Information
- Providing Products and Services. We use your personal information to provide you with the Services in order to perform our contract with you, including to process your payments, fulfill your orders, to send notifications to you related to you account, purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, facilitate any returns and exchanges and to enable you to post reviews.
- Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you advertisements for products or services. This may include using your personal information to better tailor the Services and advertising on our Site and other websites.
- Security and Fraud Prevention. We use your personal information to detect, investigate or take action regarding possible fraudulent, illegal or malicious activity. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password, or other access details with anyone else. If you believe your account has been compromised, please contact us immediately.
- Communicating with you. We use your personal information to provide you with customer support and improve our Services. This is in our legitimate interests in order to be responsive to you, to provide effective services to you, and to maintain our business relationship with you.
Cookies
Like many websites, we use Cookies on our Site. For specific information about the Cookies that we use related to powering our store with Shopify, see https://www.shopify.com/legal/cookies. We use Cookies to power and improve our Site and our Services (including to remember your actions and preferences), to run analytics and better understand user interaction with the Services (in our legitimate interests to administer, improve and optimize the Services). We may also permit third parties and services providers to use Cookies on our Site to better tailor the services, products and advertising on our Site and other websites.
Most browsers automatically accept Cookies by default, but you can choose to set your browser to remove or reject Cookies through your browser controls. Please keep in mind that removing or blocking Cookies can negatively impact your user experience and may cause some of the Services, including certain features and general functionality, to work incorrectly or no longer be available. Additionally, blocking Cookies may not completely prevent how we share information with third parties such as our advertising partners.
How We Disclose Personal Information
In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:
- With vendors or other third parties who perform services on our behalf (e.g., IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).
- With business and marketing partners, including Shopify, to provide services and advertise to you. Our business and marketing partners will use your information in accordance with their own privacy notices.
- When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations, with your consent.
- With our affiliates or otherwise within our corporate group, in our legitimate interests to run a successful business.
- In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.
We have, in the past 12 months disclosed the following categories of personal information and sensitive personal information (denoted by *) about users for the purposes set out above in "How we Collect and Use your Personal Information" and "How we Disclose Personal Information":
| Category | Categories of Recipients |
|---|---|
|
|
We do not use or disclose sensitive personal information for the purposes of inferring characteristics about you.
We have “sold” and “shared” (as those terms are defined in applicable law) personal information over the preceding 12 months for the purpose of engaging in advertising and marketing activities, as follows.
| Category of Personal Information | Categories of Recipients |
|---|---|
| Identifiers such as basic contact details and certain order and account information | Business and marketing partners |
| Commercial information such as records of products or services purchased and shopping information | Business and marketing partners |
| Internet or other similar network activity, such as Usage Data | Business and marketing partners |
User Generated Content
The Services may enable you to post product reviews and other user-generated content. If you choose to submit user generated content to any public area of the Services, this content will be public and accessible by anyone.
We do not control who will have access to the information that you choose to make available to others, and cannot ensure that parties who have access to such information will respect your privacy or keep it secure. We are not responsible for the privacy or security of any information that you make publicly available, or for the accuracy, use or misuse of any information that you disclose or receive from third parties.
Third Party Websites and Links
Our Site may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.
Children’s Data
The Services are not intended to be used by children, and we do not knowingly collect any personal information about children. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.
As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we “share” or “sell” (as those terms are defined in applicable law) personal information of individuals under 16 years of age.
Security and Retention of Your Information
Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee “perfect security.” In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.
How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide the Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.
Your Rights and Choices
Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.
- Right to Access / Know. You may have a right to request access to personal information that we hold about you, including details relating to the ways in which we use and share your information.
- Right to Delete. You may have a right to request that we delete personal information we maintain about you.
- Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
- Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
- Right to Opt out of Sale or Sharing or Targeted Advertising. You may have a right to direct us not to "sell" or "share" your personal information or to opt out of the processing of your personal information for purposes considered to be "targeted advertising", as defined in applicable privacy laws. Please note that if you visit our Site with the Global Privacy Control opt-out preference signal enabled, depending on where you are, we will automatically treat this as a request to opt-out of the "sale" or "sharing" of information for the device and browser that you use to visit the Site.
- Right to Limit and/or Opt out of Use and Disclosure of Sensitive Personal Information. You may have a right to direct us to limit our use and/or disclosure of sensitive personal information to only what is necessary to perform the Services or provide the goods reasonably expected by an average individual.
- Restriction of Processing: You may have the right to ask us to stop or restrict our processing of personal information.
- Withdrawal of Consent: Where we rely on consent to process your personal information, you may have the right to withdraw this consent.
- Appeal: You may have a right to appeal our decision if we decline to process your request. You can do so by replying directly to our denial.
- Managing Communication Preferences: We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.
You may exercise any of these rights where indicated on our Site or by contacting us using the contact details provided below.
We will not discriminate against you for exercising any of these rights. We may need to collect information from you to verify your identity, such as your email address or account information, before providing a substantive response to the request. In accordance with applicable laws, You may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.
We use Shopify's ad services such as Shopify Audiences to help personalize the advertising you see on third party websites. To restrict Shopify merchants that use these ad services from using your personal information for such services, visit https://privacy.shopify.com/en.
Complaints
If you have complaints about how we process your personal information, please contact us using the contact details provided below. If you are not satisfied with our response to your complaint, depending on where you live you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority.
Contact
Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please email us at info@woodvelvet.com or contact us at RJN SMITH RETAIL LTD , 86-90 Paul Street, London EC2A 4NE, United Kingdom.