- GENERAL TERMS
Terms and conditions on which Deena London Limited provides its services and purchases goods.
Deena London Limited provides its services and purchases goods for its customers on the following terms and conditions.
- The meaning of some words used in these terms and conditions
we, us or our is a reference to Deena London Limited a company incorporated in England and Wales under company number 09339209 and whose registered office is at 10 Tennyson Close, Welling, DA16 3NX;
you or your is a reference to the person to whom we are providing our Services or supplying Goods and who is required to pay for the Services we provide and the Goods we supply;
Goods means the goods we shall buy for you and which you will pay for;
Materials means any materials, goods, parts or items we need to buy necessarily in order to perform the Services but does not include the Goods we will be purchasing for you;
Services means the services associated with the design and manufacture of garments of clothing that we will provide in connection with your requirements. The precise Services we will be providing to you will be stated in the order form and as we agree from time to time.
- The contract between us
We must receive payment of the whole of the price for the goods that you order before your order can be accepted. Once payment has been received by us we will confirm that your order has been accepted by sending an email to you at the email address you provide in your order form. Our acceptance of your order brings into existence a legally binding contract between us.
- Price
- The prices payable for goods that you order are as set out in our website.
- You will be required to pay extra for delivery and it might not be possible for us to deliver to some locations.
- Right for you to cancel your contract
- Deena London creates items that are made to each customer’s own specifications and are personalised so you do not have any right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
- Except where we expressly agree otherwise in writing, you will not be able to cancel your contract once we and you enter into a binding contract.
- If we do agree to cancel, you will be responsible for the cost of:
- our time in performing the Services up to the date on which we stop providing them;
- the costs of any materials; and
- a reasonable amount for the losses and costs, including loss of profit, we have suffered
- We shall first deduct the amounts for which you are responsible from any payment you have made. Any remaining sums from your payment will be returned to you. If the amount owing is greater than the remaining balance we shall invoice you for the amount in excess of the balance.
- Cancellation by us
- We reserve the right to cancel the contract between us if:
- we have insufficient stock to deliver the goods you have ordered;
- we do not deliver to your area; or
- one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
- If we cancel your contract we will notify you by email and will credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
- We reserve the right to cancel the contract between us if:
- Some restrictions and assumptions
- We will assume that all information, measurements and facts (Measurements) that you provide are accurate and true. We will not accept liability for any loss or damage caused where we reasonably perform our Services in reliance of these.
- We will be responsible for any Measurements we make or provide.
- It is essential that the Measurements you provide us with are accurate. We cannot accept the return of goods if the measurements provided were incorrect. If you require information on how to take the required measurements accurately, please refer to our measuring guide or contact customer services.
- Liability
- If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 7 days of the delivery of the goods in question.
- If you do not receive the goods ordered within 30 days of the date on which we completed their manufacture, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 40 days of the date on which you are notified that the goods have been manufactured.
- If you notify a problem to us under clauses 7.1 or 7.2 above, our only obligation will be, at your option:
- to make good any shortage or non-delivery;
- to replace or repair any goods that are damaged or defective; or
- to refund to you the amount paid by you for the goods in question in whatever way we choose.
- Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question under clause 7.3.3 above.
- You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
- Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
- Notices
Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at Deena London Limited, 10 Tennyson Close, Welling, DA16 3NX and all notices from us to you will be displayed on our website from to time.
- Events beyond our control
We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
- Invalidity
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
- Data Protection, Privacy and Cookies
You acknowledge and agree to be bound by the terms of our data protection, privacy and cookies policy [deenalondon.com/privacy].
- Third party rights
Except for our affiliates, directors, employees or representatives, a person who is not a party to this agreement has no right under the United Kingdom Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
- Governing law
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.
- Entire agreement
These terms and conditions, together with our current website prices, delivery details, contact details and privacy policy, set out the whole of our agreement relating to the supply of the goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.
- BESPOKE SERVICES
Deena London offers custom sizing as we understand that children are of all different sizes and heights. Custom sizing service means that a dress can be made especially for your child to ensure a better fit if you feel the standard sizes do not work well. However, we do recommend ordering from a standard size as for every custom size requested we need to create a new pattern, requiring more time to produce your order as well, in some cases more fabric and embroidery materials.
- AVAILABILITY FOR BESPOKE ORDERS.
Deena London understands the importance of your order and that these dresses are needed in time for your special occasion.
- We can offer a Bespoke Order service, subject to availability, based on the style of item, our stock of fabrics, materials and embroidery, processing and treatment times for certain elements of our items, and our staff resources.
- If you are in need of a Bespoke Order, we require you to email us at customerservice@deenalondon.com with the following information:
- the product style that you need to be customised; and
- Please note that, in accordance with the General Terms at Section A, at clause 6, you are held responsible for the measurements you provide to us, so please do thoroughly check your given measurements when placing an order. If you are unsure on how to take measurements email us and we can advise.
We will then let you know whether this service is available for the desired product/s.
- PAYMENT AND DELIVERY OF BESPOKE ORDERS
- Bespoke Orders incur a minimum charge of £150 per item to cover the extra materials and customised dress pattern created.
- The charges applicable to Bespoke Services, should you choose to proceed, will need to be processed by your credit card manually by our staff.
- Bespoke Orders remain subject to:
- our General Terms at Section A;
- our standard Delivery terms set out at Section D;
- our Care and Safety Guide at Section E; and
- our Returns terms set out at Section F.
- FAST TRACK ORDERS
- AVAILABILITY FOR FAST TRACK ORDERS.
Deena London understands the importance of your order and that these dresses are needed in time for your special occasion.
- We can offer a Fast Track order service, subject to availability, based on the style of item, our stock of fabrics, materials and embroidery, processing and treatment times for certain elements of our items, and our staff resources.
- If you are in need of a Fast Track order, we require you to email us at customerservice@deenalondon.com with the following information:
- Your preferred delivery date
- Number of dress styles and sizes needed
- Product code
- Delivery address
We will then let you know whether this service is available for the desired product/s.
- Before confirming the availability of the Fast Track Services with you, we will need to check the schedules of our hard working staff at the atelier to ensure that they have the extra time to take on the additional work required to provide the Fast Track Services.
- PAYMENT AND DELIVERY OF FAST TRACK ORDERS
- Fast Track Orders incur a minimum charge of £150 per item.
- The charges applicable to Fast Track Services, should you choose to proceed, will need to be processed by your credit card manually by our staff.
- Fast Track Orders allow for the date of manufacture to be expedited but Fast Track Orders remain subject to:
- our General Terms at Section A;
- our standard Delivery terms set out at Section D;
- our Care and Safety Guide at Section E; and
- our Returns terms set out at Section F.
- DELIVERY
- We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order.
- Delivery will be made as soon as possible after your order is accepted and in any event within 30 days of the manufacture of your item having been completed.
- Once all quality control checks are passed all orders will be shipped using an insured courier and should take between 5 and 10 working days, although some locations may vary and take slightly longer depending on your country of delivery. Please be informed that delivery fees vary depending on the weight of the dress and destination.
- Once the dress has left our studio and is in the hands of the courier we cannot be held responsible for any delays in the estimated time/date of arrival. We do however, use the most reputable delivery companies, who are well aware of the importance of your purchased goods and will do their best to make sure that your garment does arrive on time.
- You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
- Refusal of a package upon delivery means you will still be liable to cover all shipping costs incurred.
- Customers shopping from international locations, including the Channel Islands, are liable for the customs duties and taxes that are established by their local government as an additional payment, this is not included in our delivery charges.
- Due to the bespoke nature of our garments and to ensure your garment is safe, all deliveries come with a tracking number.
- CARE SAFETY GUIDE
Our dresses individually handcrafted to be worn with love and are delicate so handle with care and always refer to this care guide or any care and safety guide enclosed with your item.
- GENERAL CARE
Before attempting to clean the garment ensure you thoroughly read the cleaning instructions which are located on the care label. To ensure the longevity of your garments ensure you follow the instructions on the care label to ensure your clothes stay pristine for longer. Garments must be worn with the upmost care as rough objects can damage delicate finishes.
- SPECIALIST DRY CLEANING
Due to the nature of the bespoke garments we recommend you take them to a specialist dry cleaners so that they will be cared for using the recommended methods.
- EMBROIDERY AND EMBELLISHMENT
All garments will be securely delivered within a protective cover, to ensure that they arrive in an appropriate condition. To ensure your product is not damaged in storage, it is recommended that you hang your garment within the protective cover. This will reduce the chance of colour run/fade or the loss of sequins and stones.
- SAFETY
Due to the intricate nature of the garments and materials used such as sequins and stones, appropriate care will be needed when coming into contact with others as these small decorative items can cause a choking hazard or similar symptoms. Whilst it is rare that the sequins and stones will fall off, Deena London will not be held responsible for any injury received by a third party. All dresses are delicate and individually hand beaded to perfection, they do not leave the atelier without thorough quality control checks at all stages of production.
We are careful with the materials used and ensure safety checks are carried out when selecting our fabrics for production.
However, we do ask that you check lengths of dresses before purchasing to prevent the material from getting trapped, ripped or in worse case caught on fire. Whilst we make sure our material is not flammable we do require adult supervision for when children are wearing a Deena London garment. We also ask you to consider any allergies your child may have before purchasing a dress containing a couture material, such as feathers.
We do our very best to ensure the same materials, resources, colouring on embroidery and fabrics, as well as trimmings on designs used are the exact same as the online imagery/sample displayed, although this cannot always be guaranteed.
- RETURNS
- FAULTY OR INCORRECT GOODS
- At Deena London, quality is of paramount importance and it is for this reason each garment undergoes quality checks at each stage of production before progressing. If an item is found to be faulty we will happily replace the item or refund the item’s value.
- To receive a refund or exchange the item must be unworn, unwashed and in its received condition. All garment tags must still be attached and the garment still in its protective packaging.
- In the unlikely circumstance you believe you have received a faulty product, then please contact our customer service team within seven calendar days of receiving your goods. We cannot be held liable for any faults or flaws that are found after this time. Due to the intricate nature of the design work and materials used beads and stones may shed, it is for this reason we ask you to follow the care guide.
- If you believe you have received incorrect sized goods, we advise that you check your email order confirmation. This is to ensure that you have placed your order correctly before contacting us for a refund.
- You will need to quote your order reference number, so that we can provide you with a return authorisation. We would also ask for evidence of the fault, before sending an email containing a Returns Authorisation number and instructions on returning the garment.
- Once the product is received and has undergone a quality control check to ensure the product has not been worn and that the tags are still in place. We aim to process your refund within 30 working days of receipt of your return. We cannot be held liable for any undelivered returns. In the case of an order with multiple items being ordered, we shall refund only the faulty items returned, excluding the standard delivery charge.
Please note that goods are faulty if they are received damaged or where a manufacturing fault occurs. We ask you to contact us within seven calendar days from delivery,
- ALTERATIONS
- If the measurements provided by you were incorrect then, where an item is too large, an alteration service can be offered in some circumstances, subject to availability and suitability and in any event at the sole discretion of Deena London.
- Any alterations services will be subject to a quotation, at an additional cost to you, as well as a further delivery charge, and also subject to these terms and conditions.
- Alteration services are subject to confirmation with our seamstress and are wholly dependent upon the nature of the issue with the item and whether the alterations are possible.
- To enquire please email our customer service team, customerservice@deenalondon.com who will be happy to help.