Terms of service

1. Dispatch & Delivery

Availability: While we strive to maintain accurate stock levels, availability is not guaranteed. Content on this site does not constitute a binding offer for sale.

Lead Times: Delivery windows are specified on individual product listings. If an order cannot be fulfilled within the stated timeframe, we will notify you via email with a revised dispatch date.

Large Item Deliveries: For oversized items, our team will contact you at least 48 hours in advance (Monday–Friday) to schedule a delivery slot.

Delays: Esmae & Rose is not liable for delays caused by external factors such as extreme weather, courier volume spikes, technical failures, or customs clearance for international orders.

2. Damage in Transit (24-Hour Rule)

All goods must be inspected immediately upon delivery.

Reporting Window: Any damage must be reported via email (sales@esmaeandrose.com) or telephone within 24 hours of receipt. Reports made after this window will void our transit insurance coverage.

Evidence: Photographic evidence of the damage and packaging is required for all insurance claims.

Signing for Goods: You must inspect items before signing. If you cannot inspect the goods at the time of delivery, you must sign as "UNCHECKED" or "DAMAGED." A clean signature may invalidate future claims for transit damage.

3. Pricing, Taxes & Duties

Taxes: All prices include VAT where applicable. For non-EU deliveries, VAT will be deducted at checkout.

Shipping Surcharges: Standard shipping is calculated at checkout. Deliveries to the Scottish Highlands, non-mainland UK, or international addresses may incur additional surcharges.

Import Duties: Customers outside the UK are responsible for all local import duties and taxes.

4. Cancellations & Returns

Free Returns: We are pleased to offer FREE returns on orders within 14 days of receipt.

Conditions for Full Refund: To qualify for a free return and a full refund, items must be:

1. Notified to our team within the 14-day window.

2. Returned in their original packaging.

3. In an unused, resalable condition.

Restocking Fees: * If an item is returned without its original packaging, we reserve the right to accept the return subject to a 20% restocking fee deducted from your refund.

We reserve the right to charge a 10% cancellation fee for orders cancelled before dispatch to cover administrative and processing costs.

 

Return Logistics: We arrange collection via our nominated courier and provide a label that must be printed and attached to parcel. We can arrange collection from your address or local drop off service (if available).

5. Product Representation

Variations: We use high-resolution photography; however, actual colours may vary slightly due to studio lighting, monitor settings, and browser limitations.

Illustrations: Images are for illustrative purposes only. Supplementary props shown in photos are not included in the sale.

6. Privacy & Data Protection (GDPR)

Esmae & Rose complies with the UK GDPR and the Data Protection Act.

Data Security: All financial transactions are encrypted via SSL technology. We do not store credit card details on our servers.

Your Rights: You have the right to access your data, the "right to be forgotten," and the right to withdraw marketing consent at any time. In the event of a data breach, we will notify affected users within 72 hours.

7. Legal Indemnity & Jurisdiction

Indemnity: You agree to indemnify Esmae & Rose against all claims, damages, and expenses arising from your use of this website.

Jurisdiction: These terms are governed by the laws of England and Wales.

Statutory Rights: These terms do not affect your statutory consumer rights.

Company Information: Esmae and Rose, Conway House, Downham Road, Ely, Cambridgeshire, CB6 1AQ.