House of Solace

 Shop now





TERMS & CONDITIONS




ORDERING & DELIVERY


PAYMENT

Payment needs to be made online through Paypal. This can be done by either credit card or debit card or through your Paypal account.

Please note you do not have to have a Paypal account to pay online. No dispatches will be made until full payment has been received.



ORDERING


An email confirmation will be sent following every order therefore please ensure that your email address details are inputted correctly. Our acceptance of your order confirms a legally binding contract between us.



DISPATCH


We sell a wide selection of bespoke and personalised products lovingly made either by ourselves or by our creative partners making each piece unique to our customers. The despatch time is clearly stated against each product in the MORE INFORMATION section. We are not able to offer Next Day Delivery on bespoke or personalised products, unless stated.

If for any reason we are unable to deliver the item in the time stated we reserve the right to advise you and will aim to do so within 48 hours of order.

All payments must clear before we can send your order, we will inform you if there are any delays.





DELIVERY OPTIONS


Delivery Address


We will deliver the products ordered by you to the address 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 that have not been received. Please check all delivery address information you give us carefully.

As the majority of products will not go through the letterbox ( unless they are marked letterbox friendly ) please try to ensure that someone is at the address given, if this is not possible, then put a delivery address, such as work or a relative's address into the shipping details where someone can receive the package.


Postage and Packaging


Our products are delivered via Royal Mail ( currently tracked 48 ) as standard however we reserve the right to send any parcel out by the best service possible to ensure they arrive with you in a safe and timely manner.

We currently do not deliver outside the UK, Southern Ireland or the Islands of Scotland.

We will be revisiting our delivery options in the near future.


Delivery Times


Our estimated delivery times are as per the Royal Mail ( currently tracked 48 ). We cannot personally guarantee or accept liability for deliveries made outside this timescale. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.


Please note: when estimating the arrival time of your order please take into account the following

1 despatch time for making and processing your order

2 delivery time once your order has been handed to the courier.

3 include only working days in your estimated time of arrival. 



Non Delivered Goods


If you do not receive an item then we reserve the right to ask you to wait 15 working days before we re-dispatch the item.

We also reserve the right to charge for re-delivery if the item was not collected or if a re-delivery is not arranged by you on receipt of a card from the courier or Royal Mail.

Please note that in the unlikely event of an item being lost in transit, we will not be able to issue you with a refund until we have been reimbursed by the courier used to deliver your item.


Re-orders


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 an administrative fee up to 100% of the sales price of the reproduced product.

DELIVERY COSTS


The service we use is Royal Mail Tracked 48 (2-3 Days) 

Please note, in some instances we may offer a Courier Service to ensure the most cost effective and safest delivery solution for a particular product.

Delivery costs are inclusive of handling, packaging and posting. 




Returns Policy



We are confident that you will be happy with your purchase but there may be occasions when you need to return it. If the item you have ordered is defective, or you have simply changed your mind then, provided that it is in its original condition and unpersonalised, you can return it to us within 7 days of delivery for a replacement or refund.

Please note this does not include damage or defect caused by accident, misuse or neglect.


Only regular priced items may be refunded, unfortunately sale items cannot be refunded.





Bespoke or personalised products


Unless there has been an error on our part, or the item you purchased is defective or damaged, we cannot accept returns on 'personalised' or ‘bespoke’ items, as these cannot be sold to anyone else. Please check all input /personalisation details and dates carefully.


Please refer to The Consumer Protection (Distance Selling) Regulations 2000 - Exceptions to the right to cancel.


What to do


Simply email us at info@houseofsolace.co.uk  indicating

which item(s), the order number, your reason for returning the item, and

whether you are seeking a replacement or refund.

If the item is returnable under our returns policy terms and conditions, we will issue you with a returns address and a Returns Authorisation Code. You must obtain a Returns Authorisation Code before sending anything back to us or we will not otherwise be able to process your return.

This returns policy does not affect your statutory rights.


Returns postage


You have a duty of care for the products during the cancellation period in order for a refund to be given. 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 tracks the parcel and that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.

We would suggest you obtain proof of postage when returning items, this can be done in the form of a receipt which will be given to you on request at your local post office. In the event of an item being lost on its way back to us, the proof of postage will be required in order for a refund to be actioned.   We would also suggest that you check that the item is properly protected for its return journey, ideally in the protective packaging it arrived in.


Cost of return

The costs of returning goods will be paid by you (unless the item is damaged/faulty), in which case please include a postage receipt and we will refund this amount.


Damaged/Faulty Goods


Please check your goods immediately on delivery. If items do arrive damaged/faulty please let us know within 3 days and arrange to post them back to us within 7 days. We will reimburse you these extra postage costs. If you do not inform us within 3 days, then we will have no liability for items said to be damaged/faulty on delivery.


Refunds and Replacements


For item(s) returned to us within 7 days of delivery with the appropriate Returns Authorisation Code and in accordance with these terms and conditions, a refund or replacement will be processed by us within 14 working days of receipt of the returned items.

A refund will be made in the same form of payment that was used to make the initial purchase.


Refunds Payments


Refunds will be made within 30 days of a refund being agreed.


Your rights to return the goods to us will not apply in the following circumstances:


Any products that we have made, personalised or customised specifically for you.

Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.

If you have made spelling mistake on your order and it has been sent for production.

You have disposed of the item you have an issue with.

A perishable item has been consumed / disposed of.



Sale Items


Only regular priced items may be refunded, unfortunately sale items cannot be refunded.



Other


We try and upload images which are a true likeness of our products. However from time to time there may be slight variations in shape and colour as these are dependent on the resolution and colour settings of each individual computer.

As our products are handcrafted  they can never be EXACTLY the same however this is what makes them unique.

We try to be as accurate as possible with regard to the product specification  however we make no representation as to the completeness or accuracy of the information on this website. 

We reserve the right to make changes to information on this website without prior notice and the right to refuse service to any customer.

Items pictured are not to scale.


Complaints

Please use the ‘contact us’ page to address any complaints.

All goods remains the property of House Of Solace until final payment has been received.

Your consumer rights will not be affected.


Trademarks and Copyright

The design and content of this website remains the property of House Of Solace.

Permission is not given to copy anything contained within.

Instagram