TERMS AND CONDITIONS

1.GENERAL TERMS

Our terms and conditions do not affect your statutory rights. Any contract between you and us will be governed by United Kingdom law and all disputes will be decided through the Courts of the United Kingdom.

2.ORDER ACCEPTANCE

The website offers information on our products and the ability to place your order for such products. Order acceptance and the completion of a contract between you and us will take place only when we confirm your order by email, unless you cancel the order in accordance with our terms as below, or we do not accept it or later cancel the order in accordance with our terms below.

3.NON ACCEPTANCE / REFUSAL OF TRANSACTION

We reserve the right not to accept your order or to cancel your order if any of the following apply:
We have been unable to process your payment, or payment is later cancelled by a bank or merchant service provider.
Payment has been made fraudulently or by illegal means.
The goods are unavailable from our stock.
The item/s are no longer available from the manufacturer.
We have made an error in pricing or product description.
We do not supply to your address.

In the event that your payment has been received in part or full for an order which is subsequently cancelled you will be reimbursed in full by the same method (and where applicable to the same debit/ credit card used).

4.ORDERING AND DELIVERY

Charges
Delivery charges will be shown at the time of order and we try to provide accurate pricing for this. We however reserve the right to change delivery charges subsequent to your online order if we discover a mistake in our pricing, we do not deliver to your area, or other information comes to light that would affect our delivery costs. You will of course be informed in such circumstance.

Where delivery is offered 'free' or 'included' we will not charge separately for delivery. Costs incurred by James Stickley for the delivery of goods will be included in the total price paid.

Delivery will be made by courier or specialist delivery company depending on the goods and the delivery service you have chosen.

Lead Times
Lead times are estimates and we do not offer compensation for delays. The expected delivery time is usually shown on our website in days or weeks. This is as a guide only and may vary due to many factors. When goods are out of stock or temporarily unavailable we will advise you of the progress of your order and an expected delivery date as soon as possible.

Despatch
You will be informed of dispatch by email or telephone. You must inform us of non-delivery within 7 days of this confirmation so that we can make investigations and ensure goods get to you as soon as possible. We will not be held responsible for goods undelivered after 14 days if you have not informed us of their non-delivery.

Access
You will need to be aware of the dimensions of goods to be delivered to you and check that there is sufficient access through your building including corridors, doorways, or stairs. For deliveries which fail due to lack of access for the size or weight of goods to be delivered we may charge for return of the order to us. If subsequent redelivery is required this will also be chargeable. We can provide delivery services for difficult access and will be pleased to provide quotations for this service.

Delivery inside your building
Unless specifically stated all deliveries are to the ground floor entrance to your building. If we are able to assist delivery inside your building at your request James Stickley will not be liable for any damage to property or injury to persons on your premises however caused.
We cannot move or dispose of existing furniture.

Delivery Attempts
Products delivered to you by one of our courier services offers a maximum of three delivery attempts. If you are unavailable a note will usually be left or email sent. For some larger items a delivery date may be set with you in which case delivery will only be attempted once. If delivery fails because nobody is available to accept it, or you have supplied an incorrect delivery address, you will be charged at the full cost for return of goods to us and for any subsequent redelivery, even if delivery was originally offered free, or at a discounted rate.

Taxes and Duties
All our prices include VAT in the UK. Countries outside the UK may levy import duty. Goods are shipped by us “Duty Unpaid”. It is the customers responsibility to pay any import duty that is due. Charges will vary and are assessed locally. Failure to pay duty will result in delivery failure and goods may be returned to us in the UK. We will treat this as 'cancellation of order'. Substantial charges may be incurred.

5.DAMAGED, MISSING, FAULTY OR INCORRECT GOODS

Please carefully inspect your packages when they arrive. If packaging is open or damaged please mark the delivery note as 'damaged' in the signature box (including hand held electronic capture devices). You may also choose to refuse the delivery and mark as 'damaged' (the goods will be returned to us).

Once opened, if you find your order is damaged, missing any parts, faulty or is any way incorrect please contact us immediately with the details either by email at returns@jamesstickley.co.uk. You must tell us within 24 hours of receipt.

Please keep all packaging and instructions and do not use. We will arrange collection, and for replacement as soon as possible. You may also return goods directly to our workshop. Please bring your receipt or order number. Ensure that you receive a written confirmation that goods have been returned to us.

Goods will be checked upon return. They must be complete and include all packaging and instructions. If goods returned as faulty are found not to be so, we consider the return as point '6' below 'Cancellation and Unwanted items'. We will let you know so you may decide how to proceed.

6.CANCELLATION AND UNWANTED ITEMS

We want you to be happy with your purchase and offer a 14 day return policy. You must notify us within 7 days of receiving your order, either by email at returns@jamesstickley.co.uk

This policy excludes special order or bespoke items which have been ordered to your specification from available options, or that we do not normally hold in stock, or that have been made to order by the manufacturer.
Special orders include all items that have a lead time of more than 2 weeks. These items are not returnable. If you are unsure as to whether an item is special order please contact us before making your purchase.

Your statutory rights are not affected under Distance Selling Regulations. 

7.RETURNS

The cost of returning unwanted goods is your responsibility. Goods must be returned by trackable delivery method and insured for their full retail value. If returning in person you must ensure that you receive confirmation of return.

Goods should be returned to the following address:

James Stickley 'Returns'
Unit 3, 5 Durham Yard
Bethnal Green, London
E2 6QF

For any goods which are large, awkward, valuable or fragile (as determined by James Stickley) we reserve the right to nominate a specialist transporter to collect the goods for return to us, and to charge the cost of this transportation to the customer. You may also prefer that we collect any goods to be returned on your behalf for your convenience and security. Any costs charged to you for return will reflect the actual cost to ourselves including any administration and we will inform you of these prior to collection. The charge for collection will be made for each arranged collection date the customer accepts (if collection fails because you do not allow it or you are not available).

8.CONDITION

All goods must be returned in new, unused and original undamaged condition, complete with all original and undamaged packaging and instructions. New and unused means that there are no marks on the item or signs of any wear. Electrical items must not have been fitted or connected to a power supply.

We reserve the right not to accept an item with any indication it has been used. You will have the option to request goods be returned back to you, in which case we will charge for redelivery.

9.REFUND

Postage or delivery costs on unwanted items will not be refunded. If delivery was offered 'free' or 'included' the actual costs of the delivery incurred by James Stickley will be deducted from the refund amount. Where a delivery was charged at a rate below the actual cost of delivery we reserve the right to refund the total amount less the actual delivery costs. 

We will reimburse you within 30 days of a return (usually as soon as goods are checked). If we have arranged pick up of the goods we will deduct the cost from the refund. You must provide proof of purchase (if you do not have this and we are able to track your order, we may at our discretion still refund you, but we may ask you for proof of your identity and address). If you paid by credit card we will only make a refund to the same card.