terms and conditions

Terms & Conditions | Terms & Conditions of Sale

Welcome to the 'www.alexandrasoveral.co.uk' website (the 'website'). This website is owned and operated by Alexandra Soveral Limited. Registered office: 97 D, Elgin Avenue, London, W9 2DA United Kingdom, Registered number: 07078190 (England and Wales), VAT number: 899289923. If you want to ask us anything about these terms and conditions or have any comments about our website, please email our customer services team at: soveralsupport@alexandrasoveral.com

These terms and conditions incorporate our privacy policy and set out the basis on which you can visit and use the Alexandra Soveral website. Please read them carefully as they contain important information.

Ownership of Rights

All rights, including copyright, in this website are owned by or licensed to Alexandra Soveral Limited. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal non-commercial use is prohibited without our permission. You may not modify, delete, distribute or post anything on this website for any purpose.

Our Products

Whilst every effort is made to ensure that the Images of products on our website are accurate, due to the nature of our handmade products their appearance may vary. Our products are made from raw ingredients that are organically produced, those ingredients may vary from season to season depending on environmental conditions.  These changes can slightly affect the appearance, consistency and smell of our products from batch to batch. This is because we use only natural oils and unbleached waxes and butters. The quality and properties of the product will always remain the same.

Order Process

In order to enter into a contract to purchase products from us, you will need to take the following steps:  you must add the products you wish to purchase to your shopping cart, and then proceed to the checkout; you must select your preferred method of delivery and confirm your order and your consent to these terms of sale; you will be transferred to the PayPal website checkout and PayPal checkout will handle your payment; we will then send you an initial acknowledgment; and once we have checked whether we are able to meet your order, we will either send you an order confirmation (at which point your order will become a binding contract) or we will confirm by email that we are unable to meet your order.

We will not file a copy of these terms of sale specifically in relation to your order.  We may update the version of these terms of sale on the website from time to time and therefore recommend that you check these terms regularly before ordering any products.

The only language in which we provide these terms of sale is English.

Before you place your order, you will have the opportunity of identifying whether you have made any input errors and you may correct those input errors before placing your order.

Privacy 

We use Paypal, the secure on-line payment provider. All your payment details are protected, we will only have access to your delivery address and contact details. We will never pass your contact details to a third party.

Gift Wrapping

We are delighted to offer complimentary gift wrapping with every purchase and happy to include a personalised note.  Just leave us a note at the checkout process and we will do the rest.

Gifts Sending

We are happy to post your gift directly to your recipient, saving you time and the inconvenience of queue up at the post office. Just add the lucky recipient's address at the checkout and we will take care of your gift.

Delivery

All orders are despatched within 2- 3 working days, but are usually next day. We will keep you informed via e-mail and let you know, when your item is dispatched. If you have a question about delivery we will advise you if you call our customer services team on +44 (0) 20 7266 3577.

Postage

All orders are delivered via 1st Class Recorded Royal Mail or courier and might require signature upon receipt. UK delivery is charged at a minimum of £4.95 for orders under £50, which will be added to your total at the checkout automatically. Depending on weight and location of recipient this charge may vary, but this will be notified at time of checkout. European Delivery starts from £14.95 and International Delivery starts from £25.00. This is notified at the checkout.

Packaging

Where possible we use recycled packaging for all postal orders.

Price & Payment

All Prices listed on the Alexandra Soveral website are correct at the time of entering, however, we reserve the right to change the product pricing at any time, but changes will not affect contracts which have come into force. We will always verify prices as part of our sale procedures so that a product's correct price will be stated when you pay for the product. All prices include value added tax.

In addition to the price of the products, you will have to pay a delivery charge, which will be as stated when you pay for the product.

Payment must be made by Pay Pal payment upon the submission of your order. We may withhold the products and/or cancel the contract between us if the price is not received from you in full in cleared funds.

Your Warranties:

You warrant to Alexandra Soveral Limited that:

(a) You are legally capable of entering into binding contracts, and you have full authority, power and capacity to agree to these terms of sale.

(b) The information provided in your order is accurate and complete.

(c) You will be able to accept delivery of the products.

(d) You are at least 18 years of age.

Legally Binding Contract

Please remember that when we accept your submitted order for merchandise on this website, there will be a legally binding contract.

Risk & Ownership 

The products will be at your risk from the time of delivery.  Ownership of the products will only pass to you upon delivery of the products and receipt by us of full payment of all sums due in respect of the products (including delivery charges). We will be entitled to recover payment for the products even where ownership has not passed to you.

Cancelling an Order / Returns

We hope you will be perfectly happy with all our products, but if you wish to return your goods, please contact customer services on +44 (0) 20 7266 3577, or email soveralsupport@alexandrasoveral.com

Under the distance selling regulations, you have the legal right to cancel your order within seven working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. For further details of how to return merchandise, please see our returns policy and procedure. Where goods are delivered to a third party you may exercise your right to cancel if you are able to return the merchandise to us. You can submit your cancellation notice by email to our customer services department at soveralsupport@alexandrasoveral.com or in writing to: Customer Services, Alexandra Soveral Limited, 97 D, Elgin Avenue, London, W9 2DA United Kingdom.

Your statutory rights are not affected.

Returns Policy

Alexandra Soveral hopes that you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer a refund, exchange or replacement on all goods returned to us within 14 days of your receipt of goods, provided they are in their original, unopened and unused condition.

Please follow the four steps outlined below to return your goods to Alexandra Soveral:

Step 1

Please email our customer services team at soveralsupport@alexandrasoveral.com to obtain a returns merchandise authorisation (RMA). You will need to provide full details of your customer order number, which is provided in the documentation that arrives with your order, together with details of the items you wish to return.

Step 2

Once you have received your RMA, please enter it into the space provided on the returns form included in the documentation you will receive via email or post. You also need to indicate on this form whether you would like a refund, replacement or exchange. Please remember that in order for the return to be processed you must ensure that the completed form is included with your return package and that the goods are wrapped securely in the same outer packaging in which you received them.

Step 3

Please return your package by recorded delivery (retaining your recorded delivery receipt as proof of postage), using the pre-printed shipping label supplied with your returns merchandise authorisation.

Step 4

All returned goods will be examined upon receipt, as for reasons of hygiene we are unable to offer refunds, replacements or exchanges on any opened or used goods. We will process your return as quickly as possible and will notify you by email once your refund, replacement or exchange has been processed. During busy periods, please allow a maximum of 30 working days for your refund, replacement or exchange to be processed.

Your payment for the goods will be refunded by Alexandra Soveral Limited as soon as possible by the original payment method, no later than 30 working days after we have received the goods. Please note that delivery charges are not refunded. In addition to our returns policy you have the legal right to cancel your order within seven working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. Where goods are delivered to a third party, you may also exercise this right if you are able to return the goods to us in their original, unopened and unused condition. Please see the cancellation right section in our terms and conditions.

Your statutory rights are not affected.

Statutory Rigths

Nothing in these terms of sale affects your statutory rights (including your right to receive a refund in respect of any defective product we sell to you).

Changes to Legal Notices

We reserve the right to change these terms and conditions from time to time and we encourage you to review them as often as possible. Any changes are effective immediately upon posting to the website.

Complaints & Submission of Information

If you wish to contact us to complain about any matter in regard to the merchandise, please email us at soveralsupport@alexandrasoveral.com or write to us at: Customer Services, Alexandra Soveral Limited. Registered office: 97 D, Elgin Avenue, London, W9 2DA United Kingdom,

We welcome your enquiries or feedback on the merchandise you use or might like to purchase. However, it is our policy to decline any unsolicited suggestions or ideas. Any enquiries, feedback, suggestions, ideas or other information you provide to us ('information') will be treated as non-confidential and non-proprietary. Subject to our privacy policy, by providing us with any such unsolicited information you hereby grant Alexandra Soveral Limtied a non-exclusive and royalty-free right to use, reproduce, modify, adapt, publish, sell, assign, translate, transfer, sub-license, create derivative works from, distribute and display the information in any form, media or technology and whether alone or as part of other works. You also agree that your information may not be returned and we may use your information and any ideas, concepts or know-how contained therein, for any purpose. Furthermore, if you send us any such information you represent and warrant that you own or otherwise are entitled to any and all rights to the information and that your information does not contain or constitute software viruses, commercial solicitation, chain letters, mass mailings or 'spam' in any form. You may not impersonate any person or entity or use any false email address or otherwise mislead Alexandra Soveral Limited as to the origin of the information submitted and you agree to indemnify Alexandra Soveral Limited and hold Alexandra Soveral Limited harmless from and against any claims arising from your claims and/or any third party's claims to any rights in any such information.

Intellectual Property

The trade marks, logos and service marks ('intellectual property') displayed on our website are the registered and unregistered marks of Alexandra Soveral Limited, our affiliates, our licensors and/or our suppliers in the UK, US and other countries and are protected by UK and international trade mark laws. Except in connection with placing an order for merchandise or as required by applicable law, you may not use, reproduce, duplicate, copy, sell, resell, access, modify or otherwise exploit our intellectual property or that of our suppliers without our or their prior written consent.

Website Usage Terms & Conditions

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Alexandra Soveral Limited's relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘Alexandra Soveral’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is on the contact page.

The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose.
• You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
• Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
• From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Website Disclaimer

The information contained in this website is for general information purposes only. The information is provided by Alexandra Soveral Limited and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

Through this website you are able to link to other websites which are not under the control of Alexandra Soveral Limited. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Every effort is made to keep the website up and running smoothly. However, Alexandra Soveral Limited takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

Copyright Notice

 This website and its content is copyright of Alexandra Soveral Limited - © Alexandra Soveral 2006. All rights reserved.

 Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following:

• You may print or download to a local hard disk extracts for your personal and non-commercial use only.
• You may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material.

You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.

Business Privacy Policy

This privacy policy sets out how Alexandra Soveral Limited uses and protects any information that you give Alexandra Soveral Limited when you use this website.

Alexandra Soveral Limited is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Alexandra Soveral Limited may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 18th June 2006.

What We May Collect

 We may collect the following information:

• Name and job title.
• Contact information including email address.
• Demographic information such as postcode, preferences and interests.
• Other information relevant to customer surveys and/or offers.

 What We Do With The Information We Gather

 We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

• Internal record keeping.
• We may use the information to improve our products and services.
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
• From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How We Use Cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Controlling Your Personal Information

You may choose to restrict the collection or use of your personal information in the following ways:

• Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes.
• If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at soveralsupport@alexandrasoveral.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.