We always prioritise quality control and replace any item perceived as faulty with any questions (we don't get many of those - so you know), before sending products for independent professional testing, to monitor and ensure the utmost quality consistency.
By law, your have rights which are listed below in more legal terms so feel free to dig in should you have any specific questions or simply call us on +44 (0) 7780 998 181 or email us on sleepconcierge@londonandavalon.co.uk
This page (together with the documents referred hereafter) tells you the terms and conditions on which we supply any of the products (the 'Products') listed on our website www.LondonandAvalon.com (our site) to you. Please read these terms and conditions carefully before ordering any Products. You should understand that by placing an order on our website, you agree to be bound by these terms and conditions.
You may want to print a copy of these terms and conditions for future reference.
1. Information about us
www.londonandavalon.com is a site operated by Trousseau Limited (trading as London & Avalon) (we). We are registered in England and Wales under company number 04739933. London & Avalon's registered office is in Yattendon, Berkshire RG18 0XT.
2. Your Status
By placing an order through our site, you warrant that:
(a) You are legally capable of entering into binding contracts; and
(b) You are at least 18 years old.
3. How the purchasing contract is formed between you and us
3.1 After placing an order, you will receive an e-mail from us acknowledging that we have received your order. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the Product has been dispatched (the Dispatch Confirmation). The contract between us (Contract or Order) will only be formed when we send you the Dispatch Confirmation.
3.2 The Order will only relate to the Products as listed in and confirmed by the Dispatch Confirmation.
4. Consumer rights
4.1 If you are ordering as a private consumer, you may cancel an Order at any time within 14 working days, beginning on the day after you received the Products in the event that the product does not fit your purpose or match your expectations. In this case, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in paragraph 9 below).
4.2 To cancel an order, simply inform us by phone (+44 (0) 1635 200 800) or email (sleepconcierge@londonandavalon.co.uk) and return the Product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk - unless of course the item is faulty and in which case we will endeavour to immediately replace it - at our own cost.
4.3 Bespoke products (Bespoke Products) due to their unique and personal nature cannot be exchanged unless they are faulty in any way. However, we will always try our best to accommodate you or prioritize your clients' needs if you are ordering as an interior designer. For all bespoke enquiries and returns, please simply contact our head of Bespoke on jo@londonandavalon.co.uk or on +44 (0) 0207 751 0100.
4.4 Details of all your statutory rights, and an explanation of how to exercise them, are provided in the Dispatch Confirmation.
5. Availability and delivery
Your order will be fulfilled by the delivery date set out in the Dispatch Confirmation. Most orders are dispatched overnight but occasionally they might take a few days. Should you need your order urgently please always let us know either in the 'Note' section or your order or by email at sleepconcierge@londonandavalon.co.uk or by phone on +44 (0) 1635 200 800. Delivery times for bespoke items are always confirmed at the time of order and may vary depending on the item between 3 and 6 weeks approximately, barring exceptional circumstances.
6. Risk and title
6.1 The Products' ownership will be yours from the time of delivery.
6.2 Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.
7. Price and payment
7.1 The price of any Products will be as quoted on our site.
7.2 Our prices include VAT but exclude delivery costs, which may apply to smaller orders, and will be added to the total amount due as set out in our Shipping Policy.
7.3 Prices may change be updated yearly, but changes will not affect pending orders already placed, whether we have sent a Dispatch Confirmation or not.
7.4 Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, we will honour your order at the lower amount.
7.5 Payment for all Products must be by credit, debit card or other internationally accepted payment platforms such as Apple Pay, Shop Pay, Amazon Pay and similar methods.
8. Our refunds policy
8.1 When you return a Product to us (for instance, because you have cancelled your order, or whether the product is not defective and needs to be replaced), we will assess the returned Product and notify you of your refund via e-mail as soon as it is processed, generally within a few days of us receiving it. We will credit you for the full amount, using the same method originally used by you to pay for your purchase.
8.2 Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.
8.3 Products returned by you within the fourteen-day cooling-off period (see paragraph 4.1 above) will be refunded in full, including delivery costs. However, you may incur the cost of returning the item to us.
8.4 This section does not apply to Bespoke Products, except in case of defects as per paragraphs 8.2 and 8.3 above.
9. Our liability
9.1 We pride ourselves on our reputation for exceptional quality and will endeavour to ensure, at all times, that any Product purchased from us through our site is of the finest quality.
9.2 Our liability in connection with any Product purchased through our site is however strictly limited to the purchase price of that Product.
9.3 As per the applicable UK law, this does not exclude or limit in any way our liability:
(a) For death or personal injury caused by our negligence;
(b) Under section 2(3) of the Consumer Protection Act 1987;
(c) For fraud or fraudulent misrepresentation; or
(d) For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
10. Import duty
10.1 If you order Products from our site for delivery outside the UK, they may be subject to import duties and taxes which are generally levied when the delivery reaches the specified destination. We work closely with our courier company (generally DHL) to ensure that all taxes and duties are paid by us on your behalf when you place an order for overseas delivery.
Our aim is to deliver a positive customer experience and save you the hassle of having to handle additional taxes or duties.
11. Written communications
Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We may contact you by e-mail or provide information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
12. Notices
All notices given by you to us must be given to London & Avalon at sleepconcierge@londonandavalon.co.uk. We may give notice to you at either the e-mail or text message (according to the preferences you will have provided us with when placing your order, or in any of the ways specified in paragraph 11).
For legal compliance reasons, Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail or text is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail or text, that such e-mail or text was sent to the specified and correct e-mail or text address of the addressee.
13. Transfers and obligations
13.1 The contract between you and us is binding on you and us and on our respective successors and assignees.
13.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.
13.3 We may not transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
14. Events outside our control
14.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).
14.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
(a) Strikes, lock-outs or other industrial action.
(b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.
(c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster.
(d) Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
(e) Impossibility of the use of public or private telecommunications networks.
(f) The acts, decrees, legislation, regulations or restrictions of any government.
14.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
15. Waiver
15.1 If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.
15.2 A waiver by us of any default shall not constitute a waiver of any subsequent default.
15.3 No waiver by us of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with paragraph 12 above.
16. Our right to amend these terms and conditions
16.1 We have the right to revise and amend these terms and conditions from time to time.
16.2 You will be subject to the policies and terms and conditions in force at the time that you order products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority, or if we notify you of the change to those policies or these terms and conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the Products).
17. Law and jurisdiction
Orders through our site will be governed by English law. Any dispute arising from, or related to, such Orders shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.
If you have read this to the end, well done! You deserve a merit.