These terms and conditions apply to the use of this website at www.lotis.co.uk. By accessing this website and/or placing an order, you agree to be bound by these terms and conditions.
Ordering from us
You are deemed to place an order with us by ordering via our online checkout process. We will send you an order acknowledgement by email, detailing the products you have ordered.
We may refuse to accept an order:
1. Where goods are not available
2. Where we cannot obtain authorisation for your payment
3. If there has been a pricing or product description error
4. If you do not meet any eligibility criteria set out in our terms and conditions
5. If the order for personalised products contains reference to any copyrighted material
6. If your order for personalised products contains content which is threatening, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, in breach of privacy or which may cause annoyance or inconvenience.
Delivery
We will deliver the Products ordered by you to the address which you give for delivery when you make your order. If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which have not been received.
You may specify a delivery address which is different from your billing address.
Delivery will be made as soon as possible and usually within 7 days of receipt of your order. Our normal working hours are Monday to Friday 9am - 5.30pm.
Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside this timescale. The majority of our products are despatched 1st Class Royal Mail. If you have not received your items, you must check with your local sorting office even if you have not received notification from your postman that they are holding items for you.
In the event that we reproduce an item for you and subsequently the original is returned as undelivered by Royal Mail, we reserve the right to charge for the reproduced product.
We reserve the right to wait up to 10 working days from the date of despatch before replacing an undelivered item.
Order Cancellations
For most items, you have the legal right to cancel your order within 7 working days of receiving the goods. However, this does not apply to our solid gold and solid silver items which we have personalised or customised specifically for you.
Order cancellations must be made in writing, quoting your order number, within 7 working days beginning the day after the day on which the item is delivered.
If you wish to cancel your order you can notify us by email to lotis@lotis.co.uk
Returns and exchange
If you are not completely satisfied with the goods, simply return them to us at any time within 14 days of receipt. We will issue a full refund or exchange as soon as possible after you cancel your order. The costs of returning goods to us shall be borne by you.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back to using a delivery service that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.
Your rights to return the goods to us will not apply in the following circumstances:
1. Any solid gold and solid silver products that we have personalised or customised specifically for you
2. Where, in our opinion, you have not taken reasonable care of goods whilst in your possession
3. If you have made a spelling mistake on your order and it has been sent for production.
If you return an item because of an error on our part, or because it is defective, we will happily refund the full value of the item and your costs in returning it to us.
By the very individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have a change of mind.
I received the wrong item
If the item you received is not what you originally ordered, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Faulty item
If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. If the item is faulty, please return it to us within 30 days of receipt. Refunds cannot be given if the fault is as a result of misuse.