Terms & Conditions
Terms & Conditions of Sale
You can find everything you need to know about us, Laura Hammett Living, and our products on our Laura Hammett Living website or from our sales staff before you order. We also confirm the key information to you in writing after you order by email. These are our terms and conditions of sale (T&Cs) which sets out your rights and obligations. You should read them carefully before you buy anything from us, either via our website or in our studio, as they apply to your order. By purchasing products from us, you are confirming that you have read, understood and agree to be bound by these T&Cs.
In these T&Cs:
‘We’, ‘us’ or ‘our’ means LAURA HAMMETT LIVING Limited, a company registered in England and Wales under company number 14536756 Our registered office is at Marlin House, 40 Peterborough Road, London, SW6 3BN. Our VAT number is 439 8395 40
and
‘You’ or ‘your’ means the person buying goods from us.
If you don’t understand any of these T&Cs and want to talk to us about it, please contact our Customer Service Team whose contact details can be found here: [insert link to contact details].
- Introduction
1.1 if you buy goods either via our website or in our studio (‘Goods’) you agree to be legally bound by these T&Cs. These T&Cs are only available in English.
1.2.2 extra terms which may add to or replace some of these T&Cs. This may happen due to changes to our Goods, prices, guarantee or delivery terms, changes to our business needs or supply structure, or for technical or legal reasons. We will post the updated version of the T&Cs on our website, at which point they will apply to any future orders (but will not affect any existing orders); and
1.2.3 specific terms which apply to certain goods, including custom, bespoke or made to order Goods.
- Your privacy and personal information
2.1 Our Privacy Policy is available here
2.2 Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
- Ordering goods from us via our website
3.1 Please follow the onscreen instructions taking you through the process of placing an order on the website. Please read and check your order carefully before submitting it.
3.2 When you place your order at the end of the online checkout process, we will contact you by email to confirm we have received your order and to confirm we have accepted it. Please ensure the details on your order confirmation email are correct and contact our Customer Care Team as soon as possible if there are any errors.
3.3 If you do not receive the order confirmation email, please contact our Customer Care Team, so that we may investigate and confirm that your order has been placed successfully.
3.4 We may contact you to say that we do not accept your order. This is typically for the following reasons:
3.4.1 the items are unavailable;
3.4.2 we cannot authorise your payment;
3.4.3 there has been a mistake on the pricing or description of the goods; and/or
3.4.4 the details of the address that you provided are not recognised or are incorrect.
3.5 Any promotions cannot be used in conjunction with any other promotion or discount and cannot be applied retrospectively.
- Right to cancel this contract
4.1 For most Goods purchased online via our website you have a legal right to change your mind about your purchase and receive a refund. You have the right to cancel this contract in relation to most Goods except as otherwise stated in these T&Cs. You do not need to give a reason for cancelling.
4.1.1 Orders for products which are made to order can only be cancelled within 48 hours from the date and time stated on the order acknowledgment email. This is in addition to your statutory rights. Items cancelled outside of this timeframe are non refundable.
4.2 For most Goods, you have 30 days from the day on which the Goods are delivered to change your mind and return your order. To meet the cancellation deadline, you need to make sure that you contact our Customer Care Team before the cancellation period has expired.
4.3 Laura Hammett Living Gift Cards cannot be cancelled. Further terms which apply to Gifts Cards are below at clause 12.
4.4 To cancel the contract, you must inform us of your decision:
If you have not yet received the item by contacting our Customer Care Team.
If you have already received the item, please complete our returns form on our Returns Portal.
- Effects of cancellation and returns
5.1 If you cancel this contract, we will refund to you all payments received from you.
5.2 We may deduct from the refund:
5.2.1 loss in value of any products, if the loss is the result of unnecessary handling by you, including removing from packaging, and damaging the products;
5.2.2 50% cancellation charge in relation to an order for made to order goods by LAURA HAMMETT LIVING Goods;
5.2.3 Collection freight fee or return postage costs for returning certain goods.
5.3 We will make the refund not later than:
5.3.1 30 days of receiving the Goods back from you; or
5.3.2 if you cancel the contract before the delivery of the Goods takes place, 30 days after the day on which you inform us about your decision to cancel this contract.
5.4 We will not provide the refund for the following goods:
5.4.1 Goods returned after expiration of 14 days cancellation period;
5.4.2 Goods without a completed Returns Form undertaken via our Returns Portal (for returns via our delivery service);
5.4.3 Faulty Goods not notified to our Customer Care Team within 30 days of receipt.
5.4.4 Any made to order items of furniture and lighting unless cancelled within 48 hours of order confirmation.
5.5 Please see our Returns webpage for further information about returns and refunds.
- Delivery
6.1 If you want to see your delivery options, visit our delivery webpage before you place your order.
6.2 Any delivery dates specified are estimates and subject to change. We regret that specific delivery dates and times cannot be agreed when placing your order. However, options are available at the point of booking with our logistics team.
6.3 If something happens which is outside of our control and affects the estimated delivery date, we will let you know a revised estimated delivery date.
6.4 We are not liable for any delays and/or failures in delivery if we cannot gain access to the delivery address or under any event outside our control. Event outside our control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of any means of public or private transport. However, we will always work hard to keep these temporary changes to a minimum. During extremely busy periods we may need to slightly extend our delivery window. This will be by exception only.
6.5 If we cannot deliver your Goods within the timeframe notified to you, we will contact you to arrange a re-delivery.
6.6 If nobody is available to take delivery, please contact our Customer Care Team as soon as possible.
6.7 You are responsible for the Goods once they have been delivered to the address specified by you when you placed your order with us. In other words, the risk in the Goods passes to you when you take, or a third party notified by you takes possession of the Goods.
- Delivery Services
7.1 You must ensure that the Goods you are purchasing can be delivered into your property and within the area of intended use. You must also ensure that access is suitable for the delivery of your Goods, for example doorway is large enough and there is sufficient space to manoeuvre the product through your property. We are not responsible if the Goods do not fit into your property.
7.2 If we are unable to complete delivery due to the Goods not being able to fit into your property, you can return the Goods immediately and we will process the refund. This does not apply to Furniture and Lighting items and you should made relevant checks before making your purchase as outlined on the delivery page.
7.3 To avoid any damage to your property or any items therein during the course of delivery, it is your responsibility to ensure clear access to the relevant room(s) and to place floor protection as required in advance of delivery. We are not responsible for the removal or movement of any furniture or other items upon delivery unless we have agreed this with you in advance.
- International Delivery (outside UK)
8.1 Please refer to Global-e Terms of Sale who are our partner for all International deliveries.
8.1.1 In some cases, local customs can introduce delivery delays that are out of our control. You will be able to track your order on our courier's website using the tracking information that we provide you. Orders may incur additional duty costs.
8.2 Our Furniture, Lighting & Case Goods are handled seperately. Charges are calculated in real-time and are priced on application. Please email us at hello@laurahammettliving.com for a custom quote.
- Payment
9.1 We accept the following credit cards and debit cards and payment methods: Visa, MasterCard, American Express, PayPal, Apple Pay, bank transfers and LAURA HAMMETT LIVING Gift Cards.
9.2 We will do all that we reasonably can to ensure that all of the information you give us when paying for the Goods is secure by using an encrypted secure payment mechanism. We encrypt your payment card information to ensure your transactions with us are private and protected as they travel over the internet. We accept orders only from web browsers that permit communication through Secure Socket Layer (SSL) technology - this means you cannot inadvertently place an order through an unsecured connection. The encryption technique we use is certified by VeriSign. However, in the absence of negligence on our part, any failure by us to comply with this contract or our Privacy Policy or breach by us of our duties under applicable laws we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.
9.3 We will take the full payment for the Goods immediately at the time of placing your order.
9.4 All payments by credit card or debit card need to be authorised by the relevant card issuer.
9.5 If we cannot supply you with the Goods that you ordered but you have already paid for them we will refund you within 7 days.
9.6 Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under clauses 4 and 5.
9.7 The price of the Goods:
9.7.1 is in pounds sterling (£)(GBP);
9.7.2 includes VAT at the applicable rate;
9.7.3 does not include the cost of delivering the goods
9.7.4 does not include international bank charges, if any (for the avoidance of doubt, you are responsible for bearing the cost of these charges).
9.8 We reserve the right to change the prices of the goods at any time. It may be necessary to change prices either up or down, from time to time, including any alterations to the rate of VAT.
- Nature of the goods
10.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:
10.1.1 are of satisfactory quality;
10.1.2 are fit for purpose;
10.1.3 match the description, sample or model; and
10.1.4 are installed properly (if we install any goods).
10.2 We must provide you with goods that comply with your legal rights.
10.3 It is your sole responsibility to choose the colour of the fabrics that is suitable for your intended use of the Goods, and to take all appropriate measurements in your property to ensure that the dimensions of the Goods are suitable for your intended use of them.
10.4 While we try to make sure that:
10.4.1 all weights, sizes and measurements set out on the site are as accurate as possible, there may be a small tolerance of up to 1.5% in such weights, sizes and measurements in the Goods;
10.4.2 the colours of our Goods are displayed accurately on the site and in store, the actual colours that you see on your computer may vary depending on the monitor that you use and Goods made from natural materials may not be uniform in colour or texture and natural variances may occur between fabric and wood batches and other natural materials. Please also note that natural fibres and materials may change colour with exposure to heat, moisture, abrasion and UV light.
10.5 We try to make sure that the information on this site is accurate. However, we do not promise that such information will be error free and you acknowledge that information, products and services published on this website may include inaccuracies and typological errors. If you receive the goods that do not substantially match the description on this website, you can return them to us.
10.6 Any Goods sold:
10.6.1 at discount prices;
10.6.2 as remnants;
10.6.3 as substandard;
10.6.4 ex display; or
10.6.5 seconds;
10.6.6 will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.
10.7 If we cannot supply certain Goods we may need to substitute them with alternative Goods of equal or better standard and value. In this case:
10.7.1 we will contact you to let you know if we intend to do this, but this may not always be possible; and
10.7.2 you can refuse to accept such substitutes; in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.
- Faulty Goods and returns
11.1 You have certain legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). For more detailed information on your rights and what you should expect from us, please contact us or visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 04 05 06.
11.2 Nothing in these T&Cs affects your legal rights under the Consumer Rights Act 2015. You may also have other rights in law.
11.3. You have 30 days from delivery to notify us if the Goods are faulty. Please contact our Customer Service Team, if you received faulty Goods and you want:
11.3.1 us to repair the Goods;
11.3.2 us to replace the Goods; or
11.3.3 to reject the Goods and get a refund. If you would like a refund, then the faulty Good will have to be returned to us. For bulky items we will arrange collection using our delivery service. We will cover the cost of returning faulty Goods. For smaller items we will either reimburse reasonable postage costs or provide you with a pre-paid postage label or QR code in accordance with our Returns Policy. Please contact our Customer Care team to assist with this.
11.4 for further details on our return process please see our Returns Policy.
- LAURA HAMMETT LIVING Gift Cards
12.1 The LAURA HAMMETT LIVING Gift Cards can be used online.
12.2 Minimum amount to top-up a LAURA HAMMETT LIVING Gift Card is £50 and the maximum limit is £1,000.
12.3 We are not liable for any lost, stolen, or damaged LAURA HAMMETT LIVING Gift Cards. lost, damaged or stolen LAURA HAMMETT LIVING Gift Cards cannot be replaced or refunded. We are not obliged to extend or refund any expired LAURA HAMMETT LIVING Gift Card. We are not responsible for any unauthorised use of any LAURA HAMMETT LIVING Gift Cards.
12.4 When using a LAURA HAMMETT LIVING Gift Card as full or part payment towards your purchase transaction, the amount paid for your purchases(s) will be deducted from the balance on the LAURA HAMMETT LIVING Gift Card. Change will not be given.
- Ownership, use and intellectual property rights
13.1 The website and all intellectual property rights in it and our Goods including but not limited to any content and our product range are owned by us, our licensors or both (as applicable). The term ‘intellectual property rights’ includes but is not limited to the following rights: copyright, trademarks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind whether or not they are registered or unregistered (anywhere in the world). We reserve all of our rights in any intellectual property in connection with this contract.
- End of the contract
14.1 If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.
- Limit on our responsibility to you
15.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for:
15.1.1 losses that were not foreseeable to you and us when the contract was formed;
15.1.2 losses that were not caused by any breach on our part;
15.1.3 business losses; and/or
15.1.4 losses to non-consumers.
- Disputes
16.1 We will try to resolve any disputes with you quickly and efficiently.
16.2 If you are unhappy with the goods, our service to you or any other matter, please contact our Customer Services Team as soon as possible.
16.3 If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
16.3.1 let you know that we cannot settle the dispute with you; and
16.3.2 give you certain information required by law about our alternative dispute resolution provider.
16.4 If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract.
16.5 The laws of England and Wales will apply to this contract.
- Third party rights
17.1 No one other than a party to this contract has any right to enforce any term of this contract.
