Terms of sale
Article 1: Who we are and what these terms cover
These Terms of Sale ("Terms") govern the contract between you, the customer, and HelloCustom (registered name: HELLOCUSTOM.FR), a business registered in France under number SIRET 894 833 607 000 19, with its registered office at 68 rue du Général de Gaulle, 85510 Le Boupère, France ("we", "us"). UK VAT number: [to be added].
These Terms apply to every order you place with us as a consumer, meaning someone buying for personal use and not for business. By placing an order, you agree to them.
We may change these Terms. The Terms that apply to your order are those in force on the date you pay, and a later change never affects an order you have already placed. If we don't enforce a part of these Terms straight away, that doesn't mean we give up the right to do so later.
Article 2: Definitions
When these words start with a capital letter, they mean:
- Order: your request to buy a Product or Service from us.
- Delivery: the sending of the Product to you, so that you have physical possession of it.
- Delivery Time: the time between the confirmation of your Order and the Delivery of your Order to you.
- Delivery Charges: the cost of sending your Order to the delivery address you gave us.
- Product: the goods you ordered.
- Price: the price of one Product or Service, including VAT, not including Delivery Charges.
- Total Price: the total of the Products and Services in your Order plus any Delivery Charges, including VAT.
- Services: the services offered on the Site, in particular the design and making of embroidery.
- Site: our website hellocustom.fr and any other website we run for our shop.
Article 3: Where we deliver
These Terms apply to Orders for Delivery to addresses in the United Kingdom. [to be confirmed: whether Northern Ireland, the Channel Islands and the Isle of Man are included]
Article 4: What we sell
On our Site we sell machine-embroidered clothing, embroidered to order. This includes matching sweatshirts and hoodies for two, with a design chosen from our range, and personalised items such as our pet portrait sweatshirt, which we embroider from the photo you send us. Our products are embroidered with thread, not printed. Colours on your screen may look slightly different from the real thing.
Article 5: How to order
- You choose the Product, the size and the colour, and add it to your basket.
- You check your basket.
- Before you pay, you sign in on the Site or create an account if needed, and enter your delivery address. Please make sure the details you give, especially your delivery details, are correct and up to date.
- Before you pay, you can see the features of the Product, the Price, the time needed to make the embroidery, the Delivery Time and the payment method. You can check your Order and the Total Price, and correct any mistake.
- Your Order is final once we have received full payment through our secure payment page and we have emailed you to confirm it, subject to your right to cancel (Article 8).
Article 6: Prices and payment
All Prices on the Site are in pounds sterling (£) and include VAT. Delivery Charges, if any, are shown before you pay and are not included in the Price. We may change our Prices at any time, but the Price you pay is the one shown when you place your Order.
You pay the Total Price in full, in one payment, when you place your Order, by bank card (such as Visa, Mastercard or American Express) or another payment method offered at checkout, on our secure payment page. The payment is taken once your card company has authorised it. By paying, you confirm that you are the holder of the card and that the name on it is yours. If we can't take the payment, the sale does not go ahead and your Order is cancelled. We do all we can to keep your payment details confidential and secure, and we never see or store your full card details.
Article 7: Delivery
7.1 How we deliver
Before you pay, you choose your delivery address. We can only deliver once your payment has been taken and your Order has been confirmed. If a parcel comes back to us because the address you gave was wrong or incomplete, we'll contact you, and we may ask you to cover the cost of sending it out again. [to be confirmed: whether any customs or import charges can apply to UK orders, and who pays them]
7.2 Delivery Time
Each Order is made to order. We dispatch it in about 2 to 5 working days, and it is delivered in about 8 to 14 working days from your Order, with tracking by email. These times are estimates, not guarantees. Whatever happens, we must deliver within 30 days of your Order unless we agree a later date with you (see 7.4).
7.3 Delivery Charges
Delivery to the United Kingdom is free for now. If that changes, Delivery Charges will be shown on the Site before you pay.
7.4 Late delivery
If we are late, we'll email you to tell you. If we haven't delivered within 30 days of your Order, or by any later date we agreed with you, you can ask us to deliver within a reasonable extra period. If we still don't, you can end the contract and we'll refund everything you paid, within 14 days. If the delivery date was essential (for example, you told us before ordering that it had to arrive by a certain date), you can end the contract straight away. This follows the Consumer Rights Act 2015.
7.5 Risk and checking your parcel
Your Order is our responsibility until it is delivered to you. If your parcel is visibly damaged or doesn't match your Order, email us at hellocustom.fr@gmail.com as soon as you can with photos. You don't need to make a claim against the carrier yourself, and we'll send your Order again or refund you.
Article 8: Your right to cancel
If you buy from us online, you normally have the right to cancel within 14 days, starting the day after you receive your goods, without giving a reason. This comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This right does not apply to goods made to your specification or clearly personalised, such as the pet portrait sweatshirt, and any item with a name, initials, a date or text that you chose. Matching sets with a fixed design from our range can be cancelled within the 14 days. How to cancel, how to send items back and how we refund you are in our Refund policy.
Article 9: Faulty or wrong items
All Products benefit from your legal rights under the Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose and as described. If a Product is faulty, you can reject it within 30 days of delivery for a full refund. After that, you can ask us to repair or replace it free of charge, and if that isn't possible you can ask for a price reduction or a refund. Nothing in these Terms takes those rights away. The steps are in our Refund policy.
You are responsible for the spelling of any name or text you enter and for choosing your size. Before embroidering, we check an Order only to see that it can be made. If we embroider something different from what you entered, that is our mistake and we will put it right.
Article 10: Our responsibility to you
We are responsible for losses you suffer that are a foreseeable result of us breaking these Terms or failing to take reasonable care. We aren't responsible for losses that couldn't have been foreseen when you placed your Order, or for loss of profit or other business loss, as we only sell for personal use. Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit, and it doesn't affect your statutory rights.
Article 11: Complaints and dispute resolution
If something goes wrong, please tell us first so we can find a solution together. Email hellocustom.fr@gmail.com or write to HelloCustom, 68 rue du Général de Gaulle, 85510 Le Boupère, France. If we can't agree a solution, you can use an alternative dispute resolution provider: [ADR provider to be confirmed].
Article 12: Governing law and language
These Terms are governed by [to be confirmed: governing law of the contract]. Whichever law applies, you keep the mandatory consumer rights you have under the law of the part of the UK where you live, and you can bring a claim in the courts where you live.
These Terms are written in English for our UK customers.