Terms of service
E-Commerce Terms and Conditions
Introduction
These Terms of Purchase (“Terms”) set out how you (the User) can make purchases from our Site. Please read them carefully. We pride ourselves in providing a high level of customer service and ensuring that you are clear in respect of all of your rights relating to your purchase. Ahead of making any purchase you will be asked to tick a box on our Site which says; “I Accept the Terms and Conditions of Sale”. In ticking that box, you will be accepting the terms set out here.
We are based in the UK and our Terms of Purchase are governed by UK legislation. We can offer international shipping.
The Terms of Use for our Site and our Privacy Statement can be found on separate pages.
It is always our aim that you will be fully satisfied with your purchase. Should you have any questions about your purchase we will be happy to assist.
Purchase Terms for Physical Products
We have worked hard to create products of high quality. For the individual detail and specification of each product, please see the product description which accompanies each product listing. Please note that we take all reasonable steps and care to ensure that all details, product descriptions and prices of products are accurate. Although we aim to keep this Site as up-to-date as possible, the information available on the Site may not reflect the availability position at exactly the moment you place an order.
Images of products on our Site are for illustrative purposes only. We make every effort to ensure that images are captured and displayed accurately but we cannot guarantee that the products are displayed accurately on your device. The products that you order and the packaging of the products may vary from the images on the Site.
Cancellation Rights
As a consumer purchasing online you have the legal right to cancel your order with us. Your right to cancel begins on the date you place your order and ends 14 calendar days from the day after you receive the product.
You need not provide a reason for cancelling your order; however, you must email us at hello@econe.co.uk to cancel your order. Where possible please include your order number in the correspondence. We will then respond by email to confirm that we have received notification of cancellation.
In circumstances where you have already received your products, you will be required to package up the item and return it at your own cost. All products must be returned in their original packaging and condition, plus any additional packaging for returns. We reserve the right to reduce the amount of any refund offered to reflect any reduction in the value of the product which is caused by the way it is handled or returned by you. Following receipt of the returned products we will arrange for a refund to be returned to the card used for the purchase. Please allow up to 14 days for the refund to show on your bank statement. You will receive a refund for the price paid for the product and the original delivery charges but you will not receive a refund for the cost of returning the product to us.
You must return the products within 14 days of the cancellation being confirmed. Return items should be sent to:
E.C.One
41 Exmouth Market
London, EC1R 4QL
If we have not yet dispatched the product before you cancel then we will process your refund within 14 days of your cancellation.
If you only cancel the order in respect of some and not all of the products ordered then you will not receive a refund in respect of the delivery charges.
Exclusions
Please note that whilst we provide refunds in accordance with the Consumer Contracts (information, Cancellation and Additional Charges) Regulations 2013, as set out above, as permitted by that legislation, we are unable to accept refunds of the following:
1. Items which cannot be returned for health and hygiene reasons, unless the returned to us unused and in a fully resealable condition with all hygienic seals in place and unbroken;
2. Items which are personalised or made to your specification;
3. Products which are liable to deteriorate or expire rapidly.
Faulty Goods
Nothing in these terms affects your legal rights in respective of products which are defective or not as described.
If you think a product is defective or mis-described then please email Alison Skeates at hello@econe.co.uk with a detailed description of the fault and, if possible, photographs of any wear and tear or similar damage to the products.
You will need to return your products to:
E.C.One
41 Exmouth Market
London, EC1R 4QL
All returns made as potentially defective will be examined once they have been received by us and we will notify you via email to confirm if you are entitled to a refund. Faulty goods will be replaced with a like for like replacement where possible. If you are entitled to a refund this will be provided within 30 days of when we notify you via email that you are entitled to a refund. If you are entitled to a refund as a result of a defective product, you will receive a full refund of the price paid for the product, the original delivery charges and the cost of returning the product to us.
Pricing
The prices are as quoted on the website for each item. Prices do include VAT. The product pricing also excludes delivery charges which will be added to the total amount at the checkout.
We may change our prices at any time but changes will not affect any order in respect of which we have already sent you an order confirmation.
It is always possible, despite our best efforts, that some products listed on our Site may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that, where a product's correct price is less than our stated price, we will charge you the lower amount when dispatching the product to you. If a product's correct price is higher than the price stated on our Site, we will contact you to inform you of the error and give you the option of either continuing your purchase of the product at the correct price or cancelling your order. If we are unable to contact you using the details you provided during the order process, we will treat your order as having been cancelled and notify you in writing. We are under no obligation to provide any product to you at an incorrect (lower) price if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mis-pricing.
Delivery
Unless you are purchasing an item on pre-order or a bespoke customisation (where in such circumstances an estimated delivery date will be provided) delivery will take place within 15 calendar days of the date of the order confirmation. Our orders are usually sent out twice weekly on Tuesdays and Thursdays by Royal Mail Special Delivery and should reach you within a 3 working day period (unless falling on a Bank Holiday).
If we do not deliver your product within 15 calendar days or within the other time period agreed between us, you may contact us to cancel your order. We are not responsible for delays outside of our control. We will contact you as soon as possible to let you know of any delay which may occur to your order and we will take steps to minimise the effect of the delay.
If you provide to us any instructions relating to the delivery of your order (including, without limitation, instructions to leave the products in a particular place, outhouse or with a neighbour), you are responsible for ensuring the accuracy of these instructions and we shall not be liable to you in relation to any loss of or damage to the product resulting from our following of your instructions. Delivery will be complete when we deliver the product to the address you gave us or in accordance with your other instructions.
International Delivery
We deliver to certain countries outside of the UK. Please contact us by email to check whether we can deliver to your required location. Orders to locations outside the UK may be subject to import duties and taxies. You will be responsible for payment of such amounts which are not set by us but set by each location. Please contact your local customs office for further information before placing your order.
Warranty and Liability
We warrant to you that any product purchased from us will, for at least a period of six months from the date of delivery, be of satisfactory quality, free from material defects and reasonably fit for all the purposes for which products of the kind are commonly supplied.
We will not be liable for any defect in the product arising from fair wear and tear, failure by you to follow specific care instructions, wilful damage, abnormal storage, accident, negligence by you or any third party or any alteration or repair made by you or a third party.
Our liability for any losses you suffer as a result of us breaking these terms is limited to the purchase price of the product you purchased and any losses which are a foreseeable consequence of us breaking these terms. Losses are foreseeable if they are an obvious consequence of a breach or they were contemplated by you and us at the time the purchase was made.
We do not exclude or limit in any way our liability:
1. For death or personal injury caused by our negligence;
2. Under section 2(3) of the Consumer Protection Act 1987;
3. For breach of the terms implied by sections 12 to 15 of the Sale of Goods Act 1979;
4. For fraud or fraudulent misrepresentation; or
5. For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
We only supply products for domestic and private use and you agree not to use any products for commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
Additional Circumstances:
Should you consider that you have grounds to obtain a refund which are not set out above you should email hello@econe.co.uk to set out your refund request.
All refunds are provided in accordance with your statutory rights.
Law and Jurisdiction:
These Terms and any claim or dispute arising in relation to any purchase will be governed by English law. You and we agree that the courts of England and Wales shall have non-exclusive jurisdiction to settle any such claim or dispute.
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We use them to:
· Deliver marketing and advertising which we think you may be interested in
· Remember information about you so that you don’t have to input it over, and over and over!!
· And to personalise your use of our website, by remembering your preference and settings
· Keep you signed in on your different devices
· Help us to provide a better service
Our Cookies Notice
Our Site enables script (e.g. cookies) that is able to read, store and write information on your browser and in your device. Cookies do not typically include identifying personal information but cookies may also be linked to personal identifiers which are stored about you, such as your IP address, session details and browsing activity.
We use cookies for a number of functions including to retain your user preferences, store information from elements of our Site such as shopping carts, and to provide anonymised tracking data to third party applications such as Google Analytics. These cookies are likely to be analytical/performance cookies or targeting cookies. We also use the information to deliver content, maintain security, enable user choice and to improve our Site. You can reject all non-essential processing by choosing to accept only necessary cookies.
In general, cookies should make your browsing experience better. You may prefer to disable cookies which you can do by disabling cookies in your browser. We suggest following the steps via the ‘Help’ tool of your browser. Please note that if you change your browser settings to block all cookies (including essential cookies) you may not be able to access some or all of our Site.
Except for essential cookies, all cookies expire within a reasonable period of time.
Types of cookies which may be used:
Session cookies - These cookies only last as long as your online session and they disappear once you close your browser.
Persistent cookies - These cookies stay on your device after your browser has been closed and remain for a specific period of time. These types of cookies help us to remember your preferences for next time and they may also track your activity. For example, if you join our website via an affiliate link, cookies will track your activity if you return at a later date and make a purchase.
Strictly necessary cookies - These cookies let you into our website. Without them we can’t deliver our website to you. There is certain information that our website has to collect in order to perform. An example would be the use of your login information, without it you cannot gain entry to password protected content.
Functional cookies - These cookies help us to personalise your experience on our Site by remembering your preferences and settings. An example of this may be that our Site may remember if you’ve visited before so that you don’t get a pop-up if you’re not a new visitor.
Performance cookies - These cookies help us to ensure that our website is working properly and allows us to fix any errors.
Advertising cookies – We may use advertising cookies to track your activity and then send you targeted advertising.
Other Queries
At E.C.One, we are committed to acting with integrity, fairness, and respect in everything we do. We recognise that concerns or grievances may arise, and we believe it is important that they can be raised safely, fairly, and without fear of disadvantage.
We welcome feedback and concerns from employees, customers, suppliers, partners, and members of the public. If you would like to raise a grievance or concern relating to E.C.One, our practices, or our conduct, you can do so using our confidential grievance form by downloading this form and emailing it directly to us at ethics@econe.co.uk
All concerns will be taken seriously, handled respectfully, and reviewed in line with our values as a responsible jewellery business.
Confidential Grievance Form
If you have any other queries please contact ethics@econe.co.uk