Chelsea Linen Company Index

Your Questions

Q1: What is your pricing and delivery policy?

Q2: What is your Cancellation, Guarantee and Returns policy?

Q3: What is your charging policy?

Q4: What happens to my discount if an item in my order is out of stock?

Q5: Why do you want my email address and telephone number?

Q6: Is your Website Secure?

Q7: What is your privacy policy?

Q8: Do you use cookies and what are they?

Q9: What are your Terms and Conditions?

Q1: What is your pricing and delivery policy?

A1: All prices quoted on this website are in pounds sterling (?) and inclusive of UK Sales Tax (VAT) currently 15.00%. Our UK VAT Registration Number is 477 7519 92. We do not supply goods outside mainland United Kingdom, Northern Ireland, the Channel Islands and the Isle of Man. We aim to deliver ex stock items within 2-3 working days. Items out of stock, excluding items marked special order, will normally be delivered within 2-3 weeks. Special order items are clearly marked with expected delivery times. We will inform you of estimated delivery times when we e-mail you confirming acceptance of your order.

Q2: What is your Cancellation, Guarantee and Returns policy?

A2: You can cancel your order at any time until the point of despatch. You can return your goods for any reason, at any time within 30 days for a full refund or exchange provided they are unused and in their original packaging, however, please note that we are unable to accept return of goods supplied to special order. Please return goods by Royal Mail to The Chelsea Linen Company, PO Box 6, Chalford, Stroud, Glos GL6 8XR. We recommend that you send returns by insured, recorded post as we cannot accept responsibility for returned goods lost in transit. Always keep proof of postage documents. We will refund you in full within 30 days of receipt of your returned goods. We will refund return postage if the goods supplied are defective or if we have supplied the wrong goods in error.

Q3: What is your charging policy?

A3: Except for items marked as being to special order we will not charge you until the goods are ready for despatch and we will only charge you carriage once per order however many parcels we send you. Special order items will be charged for when we confirm acceptance of your Order.

Q4: What happens to my discount if an item in my order is out of stock?

A4: For orders which contain items both in and out of stock, the total order discount will be applied to the last item despatched to you.

Q5: Why do you want my email address and telephone number?

A5: So that we can efficiently manage your order and keep you fully informed of its progress.

Q6: Is your Website Secure?

A6: Your payment details are transmitted to the Chelsea Linen Company in an encrypted form using secure internet technology and your personal details are held in a secure environment.

Q7: What is your privacy policy?

A7: All the information that we collect via our website when you register with us or through correspondence with you is used to operate and improve the service that we offer you. We do not share information about you with any other company or organisation for marketing purposes. We use your personal information only for dealing with your order and processing your payment for the supply of goods; research into our customers' buying habits; providing you with information about the goods and services that we offer.

Q8: Do you use cookies and what are they?

A8: A cookie is a piece of information in the form of a very small text file that is placed on an internet user's hard drive. It is generated by a web page server, which is basically the computer that operates a web site. Cookies for the internet were originally developed in 1995 by the Netscape Communications Corporation. The word 'cookie' comes from 'magic cookie' a term in programming languages for a piece of information shared between co-operating pieces of software. The choice of the word 'cookie' appears to have come from the American tradition of giving and sharing edible cookies.

Cookies make the interaction between users and web sites faster and easier. Without cookies it would be very difficult for a web site to allow a visitor to fill up a shopping basket. Web sites use cookies mainly because they save time and make the browsing experience more efficient and enjoyable.

There are two main types of cookies: session or transient cookies.

Session cookies are cookies that are stored in the computer's memory only during a user's browsing session and are automatically deleted from the user's computer when the browsing session is closed. These cookies usually store a session ID that is not personally identifiable to users, allowing the user to move from page to page without having to log in repeatedly. They are widely used by commercial web sites to keep track of items that a consumer has added to a shopping basket. Session cookies are never written on a hard drive and they do not collect any information from the user's computer.

Permanent, persistent or stored cookies are stored on the user's computer and are not deleted when the browser is closed. Permanent cookies can be used to identify individual users, so they may be used by web sites to analyse users' surfing behaviour within the web site. They are usually configured to keep track of users for a prolonged period of time, in some cases many years.

The Chelsea Linen Company only uses session cookies.

Cookies are not a threat to your computer, they are small pieces of text. They cannot access the user's hard drive and cannot read other information saved on that hard drive or obtain a user's e-mail address. They are not computer programs and they cannot be executed as code. They cannot be used to disseminate viruses.

For more information on cookies please visit www.aboutcookies.org

Q9: What are your Terms and Conditions?

A9:

1. About these Terms and Conditions

In these terms and conditions "we" and "us" means The Chelsea Linen Company and "you" means you the customer. These terms and conditions together with your Order Confirmation constitute the contract between us and you for the supply of goods. No other terms and conditions shall apply.

2. Placing Your Order

To place an order with us you must be 18 years of age or older and be accessible by non cellular telephone.

By placing an Order, you make an offer to us to purchase the goods you have selected. We may or may not accept your order at our discretion.

You may place an order either on line or by telephone and in either case we will issue you with a web order number. Please note that this Web Order Number is for reference purposes only. For orders placed by telephone we will confirm acceptance of your order at the time. For orders placed on line we will inform you of our acceptance of your Order by sending you an e-mail Order Confirmation including expected delivery times. We do all that we can to ensure delivery by the stated date(s) but we shall not be liable for any loss or damage arising out of delay or failure to deliver by the said date(s).

Whilst we make every effort to supply you with the products listed on your Order Receipt Confirmation there may be times when we are unable to supply these products because, for example, these products are no longer being manufactured or available or because there was a pricing error on our website. In such circumstances we will contact you and in the case of a pricing error inform you of the correct price for the product and give you the oppurtunity to proceed with your order for the product at the correct price. Where a product is no longer available we may suggest an alternative similar product. If you do not find the correct price or alternative product suggestions acceptable then we will contact you to inform you that we have cancelled your order in respect of these products we cannot supply and repay to you any money that you may have paid in respect of these products.

Information on our web site or contained in any brochure or advertising or given to you by our employees constitutes an invitation to treat. No such information constitutes an offer by us to supply any products.

3. Paying for Your Products

You may pay for your goods by credit or debit card as displayed on our website. Your credit or debit card billing address must be in the United Kingdom, Northern Ireland, the Channel Islands and the Isle of Man. If you prefer to pay by cheque then please place your order by telephone. All payments must be in pounds stirling(?).

If you are paying by credit or debit card then you must supply your card details when you place your order. For stock items your credit card will not be charged until the goods are ready for despatch. For special order items your credit or debit card will be charged when we confirm acceptance of your order. We will not commence the manufacture of your products neither will we supply products to you until your payment card issuer has authorised the use of your card for payment of the products ordered. If we do not receive such authorisation we shall let you know.

If you are paying by cheque your products will not be manufactured or supplied until your payment is cleared. If we do not receive payment in cleared funds within 30 days after the date of your confirmed order then your order will be cancelled.

4. Returns

No goods can be accepted for credit or replacement unless prior agreement for their return has been obtained by you from us.

Goods may be returned within 30 days of delivery but we cannot accept responsibility for any returned goods lost in transit. Any dispute over quality, condition or quantity of goods delivered should be notified to us within 10 days of delivery.

5. Product, Product Description and Prices

We reserve the right to change product descriptions, ranges and prices at any time. However your goods will be supplied at the prices quoted when we confirm acceptance of your order.

We make every effort to faithfully describe and illustrate our products but some variation may occur through your web browser software.

Copyrights of images and text either belong to us or appear with permission from the copyright holders.

6. Disclaimer

These terms and conditions set out the full extent of our obligations and liabilities in respect of the supply of products.

There are no other warranties, conditions or other terms that are binding on us except as expressly stated in the contract.

Any warranty, condition or other term concerning the supply of products which might otherwise be implied into or incorporated in the contract by statute or common law is hereby expressly excluded to the maximum extent permitted by law. In particular, we will not be responsible for ensuring that the products are suitable for your purpose.

We do all that we can to ensure delivery by the stated dates but we shall not be liable for any loss or damage arising out of delay or failure to deliver by the said dates.

We take all reasonable precautions to ensure that this website is reliable and free of error or interruption but we will not be responsible for any disruption, loss of or corruption of material or data when downloaded onto any computer system.

We will not be responsible nor liable for your use of any other websites which you may find within this website. We do not control these websites and we are not responsible for their content. Any links to other websites are provided merely as a service to our customers and their inclusion in this website does not constitute an endorsement by us.

Our maximum aggregate liability under the contract whether in contract, tort (including negligence) or otherwise shall in no circumstances exceed the amount payable by you to us in respect of the products in question. We will not be liable under the contract for any loss of income, loss of profits, loss of contracts, loss of data or for any indirect or consequential loss or damage of any kind howsoever arising and whether caused by tort (including negligence), breach of contract or otherwise. However, nothing in the contract shall limit or exclude our liability for death or personal injury caused by our negligence or for fraud or any breach of the obligations implied by applicable compulsory national laws as to title or any liability which cannot be excluded by law. This does not affect your statutory rights as a consumer.