Terms & Conditions

Where to find information about us and our products

You can find everything you need to know about us, Philippa Herbert Limited, and our products on our website before you order: https://philippaherbert.co.uk. By using our website and purchasing our products, you accept and agree to these terms. If you do not agree to these terms, please do not purchase our products.

When you buy from us you are agreeing that:

• We only accept orders when we’ve checked them.
• We have the right to reject orders.
• We pass on increases in VAT.
• We’re not responsible for delays outside our control.
• Products can vary from their pictures.
• You’re responsible for making sure your measurements are accurate.
• We may charge you if you don’t give us information we need.
• You have a legal right to change your mind.
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We own all the intellectual property rights in and related to our products.
• You pay import duties if you order our products from outside the UK.
• We can end our contract with you at any time.
• We don’t compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.

We only accept orders when we’ve checked them

We contact you to confirm we’ve received your order and we accept it when we dispatch the product and confirm dispatch to you by email or telephone.

We have the right to reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because we have identified a pricing error or if we are unable to obtain authorisation for your payment. When this happens, we let you know as soon as possible and refund any sums you have paid.

What is set out below about product ownership applies

You will own your product once we have received payment in full.

We pass on increases in VAT

Our product prices will include VAT. If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay and our obligations under these terms are paused. If the delay is likely to be substantial you can contact us by email at enquiries@philippaherbert.co.uk or by telephone on 020 4534 8973, to end the contract and receive a refund for any products you have paid for, but not received, less reasonable costs we have already incurred.

Products can vary from their pictures

Whilst we will do what we can to match colour and scale we cannot guarantee that. Photographs may differ from the product. Some of our products are handmade or casted, all sizes, weights, capacities, dimensions and measurements indicated on our website may be slightly different.

You’re responsible for making sure your measurements are accurate

If we’re making or supplying the product to measurements you provide, you’re responsible for making sure those measurements are correct. Find information about measurements in our size guide: https://philippaherbert.co.uk/customer-care-page/size-guides/

We may charge you if you don’t give us information we need

We may charge you additional sums if you don’t give us information we’ve asked for about how we can access your property for delivery. For example, we might need to re-deliver on another day.

You have a legal right to change your mind

Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs if you let us know within 14 days. This is subject to some conditions, as set out below.

When you can’t change your mind. You can’t change your mind about an order for bespoke products that are made to your specifications or are personalised, including but not limited to all engraved and bespoke jewellery, gifts and miniature casts.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact us by email at enquiries@philippaherbert.co.uk or by telephone on 020 4534 8973

You have to return the product at your own cost. You have to return your product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can send the product back to us by post or some other delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns, contact us by email at enquiries@philippaherbert.co.uk or by telephone on 020 4534 8973

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Please contact us by email at enquiries@philippaherbert.co.uk or by telephone on 020 4534 8973 and we can advise you on whether we’re likely to reduce your refund.

When and how we refund you. If you tell us you’ve changed your mind about a product that hasn’t been delivered, we refund you as soon as possible and within 14 days. If you’re sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you’ve sent it to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact us by email at enquiries@philippaherbert.co.uk or by telephone on 020 4534 8973. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

We can change products and these terms

Changes we can always make. We can always change a product:
to reflect changes in relevant laws and regulatory requirements; and
to make minor technical adjustments and improvements. These are changes that don’t affect your use of the product.
Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the product or these terms, but if we do so we’ll notify you and you can then contact us by email at enquiries@philippaherbert.co.uk or by telephone on 020 4534 8973 to end the contract before the change takes effect and receive a refund for any products you’ve paid for, but not received.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:
deal with technical problems or make minor technical changes;
update the product to reflect changes in relevant laws and regulatory requirements; or
make changes to the product (see We can change products and these terms).

Your options if we suspend supply.

We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we’re going to suspend supply, for more than 1 month you can contact us by email at enquiries@philippaherbert.co.uk or by telephone on 020 4534 8973 to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.

We can withdraw products.

We own all the intellectual property rights in and related to our products

We alone own all the intellectual property rights in and related to our products and any material published on our website. This includes copyright and all related rights and goodwill.
You pay import duties if you order our products from outside the UK

If you order our products for delivery outside the UK, they may be subject to import duties and taxes. You will be responsible for paying the import duties or taxes and ensuring that you abide by all applicable laws and regulations of the country where the products are destined. We have no control over these import duties and taxes, and you should contact your local customs office for further information before placing your order.
We can end our contract with you at any time

We can end our contract with you for a product and claim any compensation due to us if:

you don’t make any payment to us when it’s due and you still don’t make payment within 7 days of our reminding you that payment is due;

you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product;

you don’t, within a reasonable time, allow us to deliver the product to you.

We don’t compensate you for all losses caused by us or our products

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
A business loss. We only supply our products for domestic and private use and we have no liability for any loss you suffer in connection with your trade.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice: https://philippaherbert.co.uk/customer-care-page/privacy-policy/.

You have several options for resolving disputes with us

Our complaints policy. If you have any complaints or concerns about our product, our team who can be contacted through our website at https://philippaherbert.co.uk/contact-philippa-herbert/ or by telephone on 020 4534 8973 will do their best to resolve any problems.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can use the Chartered Trading Standards institute website to find a ADR service suitable for you:
https://www.tradingstandards.uk/consumer-help/adr-approved-bodies/

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact us by email at enquiries@philippaherbert.co.uk or by telephone on 020 4534 8973 to end the contract and we will refund you any payments you’ve made in advance for products not provided.

You can only transfer your contract with us to someone else if we agree to this. We may not agree if for example, the transfer would significantly change the nature or obligations of this contract or there are legal restrictions. We can require the new owner to prove you transferred the product to them, for example by requesting delivery confirmations or transfer documents.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

We do not waive our rights under this contract. If we do not take any action against you for a breach of these terms, it does not mean that we waive our rights or remedies in respect of such a breach, and if we do waive these rights, this waiver will only be effective if expressed in writing.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.