Terms and Conditions

TERMS AND CONDITIONS OF SUPPLY

Click here for our Mismeasure Terms & Conditions

This page (together with any documents referred to on it) tells you the terms and conditions (Conditions) on which we supply any of the goods (Goods) listed on our website www.shadeandstory.co.uk (our website), including any made-to-measure or custom-made Goods (Bespoke Goods). These Conditions, together with our Privacy and Cookies Policy, shall govern any contract for the supply of Goods listed on our site which is made at a distance between us and any customer (you and your) by any method, including telephone and also via our website.

It is important to read and understand these Conditions before placing your order.

By placing your order, you agree to be bound by these Conditions.

1.Information about us

www.shadeandstory.co.uk is a site owned and operated by Shade and Story Limited, Trading as shadeandstory.co.uk (we, us and our). We are registered in England and Wales under company number 9680083 with our registered office and main trading address at Fourth Way, Avonmouth, Bristol, BS11 8DL, United Kingdom.

2.Order Process and Contract Formation

2.1 Orders for any of the Goods listed on our website may be placed by you by telephone or via our website. After placing an order, you will normally receive an e-mail from us confirming acceptance of your order, although for orders placed by telephone, your order may be verbally accepted by us at the time that it is placed. Acceptance either verbally or in writing pursuant to this clause 2.1 will constitute confirmation of our acceptance of your order (Confirmation of Acceptance). The contract between us (Contract) will only be formed when you receive our Confirmation of Acceptance.

2.2 You are responsible for providing us with accurate measurements for the Goods which you wish to purchase. If you need guidance on how to take the required measurements accurately, please contact our customer services team by telephone on 0161 524 1188 or by email at [email protected] and we will be pleased to help you. Alternatively, please view our measuring guides for assistance. Supplied finished blind sizes will be within the tolerances advised within our Help & Advice section of the website and the British Standard EN13120 for manufacturing tolerances and within 4mm - 5mm margin of error.

2.3 We cannot accept the return of the Goods if the measurements you have provided to us are incorrect as we are unable to resell them.

2.4 Material finishes and product colours shown on our site are for illustrative purposes only and can vary when viewed on differing computer equipment. For this reason, we cannot guarantee that your computer monitor will accurately reflect the true colour and finish of the Goods. We recommend taking advantage of our free sample service.

2.5 Whilst every effort is made by us to ensure that Goods sold and delivered to you match in every respect any sample or description we may have shown or given or sent to you, a minor or immaterial variation or change in colour or pattern between the sample or description and the Goods delivered shall not entitle you to reject the Goods nor to claim any compensation for such variation or change.

3.Consumer rights

3.1 Due to the bespoke nature of our products and the way in which suppliers process orders and order materials, once placed you shall have no right to amend or cancel your order, return the goods or seek any refund of the price paid by you from us. This is because when we receive your order, the manufacturing process begins immediately and the goods are manufactured to your exact specification, pursuant to The Consumer Contracts (information, cancellation and additional charges) Regulations 2013. This does not affect your statutory rights.

3.2 In regards to returning non-made to measure products, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICAC Regs) apply and state that for a sales contract (goods or goods & services), the cancellation period ends 14 days after the day on which the goods come into the possession of the consumer or their identified recipient. You can cancel by delivering a cancellation notice to our returns address at: Bartle House, 9 Oxford Court, Manchester, M2 3WQ

3.3 All of the blinds and Shutters listed on our site are Bespoke Goods, unless otherwise advertised.

3.4 If you require clarification regarding the nature of the Goods which you wish to purchase, you should contact our customer services team by telephone on 03702187042 or by email at [email protected] for details before placing your order.

3.5 You will not have the right to cancel a Contract in accordance with clause 3.1 in respect of any Bespoke Goods, or any Goods which have been installed prior to cancellation.

4.Availability and delivery

4.1 All Goods are offered by us subject to availability and we reserve the right to cancel any order placed by you if we have insufficient stock to deliver the Goods you have ordered.

4.3 Our delivery time for our standard delivery service to mainland UK addresses is 5-7 days; delivery to non-mainland addresses may take up to 10 working days. Delivery lead times for other types of delivery are set out on the following page of our site. All deliveries are made by a third party courier.

4.4 The delivery times referred to in clause 4.3 are only quoted as a guide and we will not be liable for any delay in delivering the Goods to you, however caused.

4.5 We will deliver the Goods ordered by you to the address you give us for delivery when you place your order. It is your responsibility to ensure that the delivery address is accurate and complete; you must also ensure that there will be somebody to take delivery of the Goods upon delivery. Couriers are operating on a contactless delivery method. This means that drivers will not hand you anything to sign and will sign on your behalf if delivered to your house and accepted by someone. With deliveries, we receive proof of delivery from the courier (POD). In the unlikely event that we have a POD for your order, but you have not received it, we will be able to remake the blind for you, but we will not be able to issue a refund.

4.6 Any attempted delivery which is refused at the delivery address or which, through no fault of our own, cannot be delivered at the delivery address, will be returned. Up to two attempts will be made to re-deliver the Goods without charge; any subsequent attempt to re-deliver the Goods may be chargeable. The amount of the re-delivery charge depends on the carrier used to effect re-delivery.

4.7 Risk of loss or damage to the Goods will pass to you on the date when the Goods are delivered to you or on the date of first attempted delivery by us. Title to the Goods will pass to you at the same time, provided that we have at that time received payment in full for the Goods. Where you instruct us on your order to leave the Goods in a place specified by you, the risk in the Goods will pass to you at the time we deliver the Goods according to your order, even where no signature for proof of delivery is obtained.

4.8 You should not book a fitter to install the Goods until the Goods have been received by you and you have checked that there are no defects in the Goods and that all parts are present and complete. We also advise not to take specific time off work to wait for a delivery. On occasions and specifically during busy times couriers can get delayed and may not be able to make delivery on the designated day.

4.9 On rare occasions we may deliver the individual parts of the Goods in installments.

4.10 If more than one item is ordered we may deliver the Goods in installments and by different couriers.

5.Price and payment

5.1 The price of the Goods will be as quoted on our site from time to time, except in cases of obvious error.

5.2 All prices are supply only and do not include installation.

5.3 All prices include any applicable VAT.

5.4 Prices are liable to change at any time, but changes will not affect orders for which you have already received a Confirmation of Acceptance.

5.5 Whilst we try to ensure that all prices on our site are accurate, errors may occur. If we discover an error in the price of Goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or canceling it. If we are unable to contact you we will treat your order as canceled.

5.6 We accept payment by Visa, Mastercard and via PayPal. All orders are processed through our partnership with Braintree.

5.7 You can enter your payment details at checkout; you can also contact our customer services team by telephone on 03702187042 to place your order.

6.Return of Goods

6.1 If you are contracting us as a consumer, clauses 6.2-6.3 summarise your key legal rights in relation to the Goods, which are subject to certain exceptions.

6.2 The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of the Goods you are entitled to the following:

(a) up to 30 days from delivery: if the Goods are damaged or faulty, then you can get a refund. We will require images of the defective blinds for our quality control. Altering the blinds will void any warranty on them.

(b) up to six months: if the damaged or faulty Goods cannot be repaired or replaced, then you are entitled to a refund of up to the full amount, in most cases.

(c) up to six years: if the Goods can be expected to last up to six years you may be entitled to a repair or replacement, or, if the Goods cannot be repaired or replaced, you may be entitled to some of your money back.

6.3 If you wish to exercise your legal rights to reject the Goods you must inform us by email at [email protected]. It will be the responsibility of the customer to return the goods at your own expense. No credit will be provided towards that expense.

6.4 Your rights in clauses 6.2-6.3 are in addition to your rights to return the Goods in accordance with clause 3.1.

6.5 If you are contracting with us as a business customer, you have 7 days following your receipt of the Goods to report any damage to or defect in the Goods and to return the Goods to us. We will arrange for the Goods to be repaired and returned to you, or if deemed necessary by us, we will arrange for replacement Goods to be sent to you, at our cost.

6.6 In addition to your other rights set out in this clause 6, we warrant that all Goods sold to you will be free from defects in material and workmanship for a period of 12 months from delivery of the Goods to you and that they will materially conform to their specification and approximately with the description given by us.

6.7 We also offer a Ten year guarantee on the majority of Goods, excluding electrical accessories and parts. Electrical components are covered by a 2 year guarantee from time of delivery.

6.8 Please note that orders placed after October 2018 are subject to a ten year guarantee. Orders placed before this date are subject to a 3 year guarantee.

6.9 We strongly advise opening all boxes and measuring all blinds once delivered as any manufacturing error must be reported within 28 days of delivery. Any issues reported outside of the 28 days will be treated on a case by case basis and any replacements or refunds will be issued as a gesture of goodwill.

7.Our liability

7.1 If you are contracting as a consumer:

(a) any Goods purchased from us through our site will be of satisfactory quality and reasonably fit for all of the purposes for which goods of that kind are commonly supplied; but

(b) we will only be liable to you for:

(i) losses that are caused as a result of any breach of Contract by us (up to the value of the purchase price of the Goods you purchased); and

(ii) losses that are caused as a result of our negligence; and

(i) any loss is not foreseeable. Losses are foreseeable if they could have been contemplated by both of us at the time that your order was accepted by us; or

(ii) any loss was caused by or contributed to by your breach of any of these Conditions; and

(d) we will not be liable for any indirect losses which happen as a side effect of the main loss or damage, and which are not foreseeable by you and us (such as loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, waste of management or office time), however arising.

7.2 If you are contracting as a business customer:

(a) all warranties, representations, terms, conditions and duties implied by law relating to fitness, quality or adequacy are excluded to the fullest extent permitted by law;

(b) we will not be liable to you if any monies due from you to us have not been paid in full;

(i) consequential losses;

(ii) loss of profits and/or damage to goodwill;

(iii) economic and/or other similar losses;

(iv) special damages and indirect losses;

(v) business interruption, loss of business, contracts and/or opportunity; and/or

(vi) inconvenience, delay or loss of production; and

(d) our aggregate liability to you for any loss or damage will be limited to the price of the Goods purchased from us.

7.3 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under the Contract that is caused by events outside our reasonable control.

7.4 Nothing in these Conditions will exclude or limit our liability for death or personal injury caused by our negligence, nor for fraud, nor for any other loss or damage for which our liability cannot be lawfully excluded or limited.

8.General

8.1 All notices to us shall be in writing and shall be made either via e-mail or post to the addresses in the Contact section of our site. We may broadcast notices or messages through our site or contact you by email and notification by either of these methods shall constitute notice to you.

8.2 A waiver by us of any default by you will not constitute a waiver of any subsequent default by you.

8.3 If any of these Conditions or any provisions of the Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

8.4 These Conditions and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.

8.5 We have the right to revise and amend these Conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.

8.6 You will be subject to the policies and Conditions in force at the time that you order Goods from us, unless any change to those policies or these Conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these Conditions before you receive our Confirmation of Acceptance.

8.7 The Contract will be governed by English law. Any dispute arising from or related to the Contract shall be subject to the exclusive jurisdiction of the Courts of England and Wales.

shadeandstory.co.uk Mismeasure Cover

Mismeasure is offered by shadeandstory.co.uk which is a trading name of Shade and Story Limited, whose registered office is at Fourth Way, Avonmouth, Bristol, BS11 8DL.

Mismeasure gives greater protection than your legal rights which provide that where our blinds are supplied on a bespoke basis, that is that they are made to the measurements you gave to us, then you do not have any right to return the blinds if they do not fit because of incorrect measurement. Our Mismeasure cover provides that, subject to the exclusions and provisions below, if you find that your blinds are not the right size and provided you contact us within 15 days, we will replace the blinds free of charge.

Please note in particular:

(i) You must select the option to take the cover at checkout before you order the blinds.

(ii) It is subject to you paying the costs of returning the blinds and our delivery charges (at our standard rate) (see paragraphs 5 and 7 below.)

(iii) It is subject to you paying an additional amount if the new blinds you require are larger than the ones you originally ordered (see paragraph 10 below).

Please note that this goodwill cover does not affect your legal rights in relation to faulty or misdescribed products.

Our Mismeasure cover is also subject to the following terms:

1) It only applies to customers within the United Kingdom.

2) You must contact us within 15 days of the date of delivery (beginning with the date upon which you receive the blinds).

3) Please contact the customer service team by email at [email protected] with the following information with the email subject – SIZE SURE

Name:

Delivery Address:

Contact Telephone Number:

Order Number (#500)

Measurement(s) of the blind(s) you would like to claim under Size Sure

Measurement(s) that you require for the replacement(s)

4) Please supply images of the blind against a tape measure so we can see the measurements that you have received and an image of the blind against the window so we can see that it is not suitable.

5) Once received a member of the customer service team will contact you to place your new order.

6) You must pay us for the cost of delivery of the new blinds to you. This is charged at our standard delivery rates (see our delivery charges here) which must be paid before we supply the new blinds.

7) The replacement blinds will be of the same fabric, colour and style as the original blinds supplied. Only a change of size is covered.

7.1 If the new blind sizes are larger than the original blinds you ordered then you must pay any difference between the normal current cost of the two sizes.

7.2 Prices are liable to change at any time. The price of replacements will be charged at the cost shown on the website at the time of reordering. Any price increase from the original order will be payable. This includes any items previously on sale/ discounted.

8) You will not receive a refund if the blinds are to be made smaller.

9) The cover may only be used once in respect of each order placed. For example, if you find that the replacement blinds still do not fit (and this is not due to our mismeasurement) then you cannot use this cover again.

10) The cover applies to a maximum of one order per customer in a 12-month period.

11) The cover only applies to made-to-measure blinds. It does not apply to shutters or ready-made products.

12) If the product has been discontinued, or is no longer available for sale a best-match product will be offered. If this is not chosen, the Mismeasure amount paid will not be refunded. If this was a blind as part of a larger set, no further remakes on the other blinds will be made to match the existing blinds.

13) Shade and Story reserves the right to cease offering this cover without prior notice.

14) Trademarks: VELUX and the VELUX logo are registered trademarks owned by VKR Holdings A/S.

Klarna Privacy Policy & Terms

Terms and Conditions - United Kingdom

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

Pay later.

Financing.

Further information and Klarnas user terms can be found here. General information on Klarna can be found Klarna. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

Offers & Promotions

Shade and Story will periodically run time-sensitive offers on selected products in our catalog. These are limited-time offers and expire at midnight on the final day of the promotion. Our promotions may either require a discount code to be applied to your basket on the 'Order Confirmation page or will automatically be applied to the product on sale. Please check before purchase to make sure the expected discount has been applied. All of our literature will explain what is needed for you to claim the discount.

Shade and Story reserves the right to amend, alter and cancel promotions with no warning. We are unable to retrospectively apply discount codes to your orders, or hold the offer for you for longer than the advertised promotion period. Discount codes are not always valid across all product ranges and maybe product-specific. Please note, any offer code offering an additional percentage off will always exclude replacement slats, Mismeasure Cover and dusters.

Win Your Order - Monthly Prize Draw

This competition is open to individuals aged 18 and over. Entries will be accepted starting from the 1st of the month and ending on the final day of the month. The prize draw must be entered by posting a photo or video of your window covering on Instagram, tagging @ShadeandStory and using the hashtag #sharewithshadeandstory in the caption.

To be eligible, entrants must have purchased their item from Shade and Story in the previous 24 months from the date of entering the prize draw. In the event of winning the prize draw, winners will be required to provide a valid order number to be eligible for the prize.

One winner will be selected at random each month. The judges’ decision is final and no correspondence regarding any disputes will be entered into. The winner will receive the value of their order up to a maximum value of £800. Winners will be notified via Instagram DMs within 14 days of the month ending.

Shade and Story reserves the right to suspend this prize draw at any time. Upon entering, you give Shade and Story permission to use and reproduce the content shared for our services on a commercial basis.

Entry into any of our prize draws is deemed acceptance of these rules.

Terms and Conditions