Thank you for using www.charlesmallory.com. Please read the terms and conditions below which govern the use of this website and your purchase of goods from this website. By accessing this website and/or purchasing from it, you agree to be bound by these terms. We hope you find them simple to follow but please don’t hesitate to contact us if you have any questions.
The following terms and conditions will be referred to as “terms”. Any items purchasable from www.charlesmallory.com (“website”) will be referred to as “goods”, “products” or “purchases”. Charles Mallory Limited will be referred to as “we”, “our” and “us”. The purchaser of the goods will be referred to as “you”.
Total Satisfaction Promise and Warranty
Our Total Satisfaction Promise is in place to ensure complete customer satisfaction. If you are unhappy with your purchase in any way, please contact us so we can resolve this. We also offer a 1 year warranty on all of our products. In the unlikely event that your purchase is damaged or faulty, please don’t hesitate to contact us for an apology and a resolution.
To validate the warranty, original proof of purchase from an official Charles Mallory stockist, in the form of a paper/email receipt or gift receipt, must be kept. Under the warranty, we will repair or replace any damaged or faulty product subject to the conditions below. We ask that you notify us as soon as you become aware of any defect.
Our built-to-last products should last for many decades and become collectables in years to come. However, natural aging will likely occur over time such as minor scratches to the lacquer, minor tarnishing of the brass and loosening of moving metal parts (hinges, buttons etc.). Should a warranty request be raised in regard to such ageing effects, we reserve the right to approve disapprove requests at our discretion. Judgement will be made based on the age, usage and evident care of the product. Please follow the care instruction leaflet included in the box to reduce product ageing.
Please be aware that the warranty does not cover damage which occurs once the goods are in your possession including general wear and tear over time; damage caused by misuse or carelessness; damage caused by repair attempt or modification; damage caused by submersion in water or exposure to any other element.
When ordering through the website, payments are taken securely via PayPal. PayPal accepts all major debit and credit cards and does not require you to have a Paypal account. Paypal accepts any worldwide currency. When ordering over the phone, payments are taken securely by WorldPay. Please don’t send orders via email as we cannot guarantee the secure transmission of confidential details. All orders will be confirmed via an email which will be sent to the email address specified when the order was placed. This e-receipt serves as proof of purchase. Please ensure the email address is entered correctly to avoid delays with processing your order.
Payment for the goods and any additional postage and packaging, must be made before the goods are dispatched. Please contact us if you have any questions about placing your order or are experiencing difficulties making payment.
We deliver worldwide. We endeavour to dispatch goods within two working days of orders being placed depending on availability. Estimated delivery times are approximate and we will not be held liable for late delivery of goods caused by circumstances beyond our control. We shall attempt to deliver goods to the address specified for delivery. If the address has been provided incorrectly, you will be responsible for any additional costs caused by misdelivery. You are responsible for making arrangements to receive the goods. We hold liability for the goods while they are in transit.
Please note that additional import charges such as duty, tax and administration may be incurred on purchases delivered outside the EU. We are not liable for these costs. For more information on import charges, please contact your country’s border customs department.
Returns & Exchanges
If you wish to return your purchase for a full refund, you must do this within 28 days of purchase. Goods must be returned new and unused, in their original packaging, complete with a printed copy of the receipt. Once we have received the goods in satisfactory condition, the cost of the goods will be refunded promptly to the original payment card. Regrettably, we cannot refund the original postage cost.
If you wish to exchange your goods, please return your original purchase as above then place a new order with us. If you need the new goods in a hurry, we suggest placing your new order whilst the original goods are on their way back to us. We recommend returning goods using a tracked or signed for service, as you remain liable for the goods until they arrive safely with us. Whilst the goods are in your possession, you have a duty to take reasonable care of them and pack them appropriately to avoid damage. For all returns, except where the items are faulty or dispatched in error by us, you will be required to cover any return postage costs. Please return goods to the address on our website.
Regrettably, items that have been engraved or personalised in any way, cannot be returned unless they are faulty.
If you decide you want to cancel your order, you must notify us immediately. Unfortunately, once your order has been dispatched, you will be required to receive the goods. You can then return goods to us following our returns procedure. Our customers are legally entitled to a cool off period allowing you to cancel your order within 14 days of receipt of the goods. Once the goods are returned to us, we will refund you for the cost of the goods. Our returns policy extends your right to return purchases within 28 days of the purchase date.
In the unlikely event that we are unable to fulfil an order you have placed, we will notify you as soon as possible and refund you the full amount paid. We will not be liable for any losses.
The price of goods on our website includes VAT at the rate of 20%. The cost of postage and packaging is detailed separately on the checkout page. All published prices are subject to change at any time without notice. Whilst we try and ensure that our prices are accurate, errors may occur. If we discover an error in the price of any goods which you have purchased, we will contact you and give you the option to re-order or cancel the order. The cost of products purchased in currencies other than GBP, may fluctuate in accordance with current exchange rates.
Contract of Sale
A contract of sale between you and us is formed once the order has been placed; we have received payment in full and sent you confirmation email. Orders are subject to availability and confirmation of the order price. Orders will be accepted at our discretion and we reserve the right to reject any orders which are deemed as suspicious or fraudulent. You will only own the goods purchased upon cleared payment and successful delivery. Until this time, we retain the title to the goods.
The intellectual property in all content made available on this website remains the property of Charles Mallory Limited. All product designs, artwork, logos and images on this website are Copyright of Charles Mallory Limited. Such intellectual property may not be reproduced, published or distributed in any format without written permission from us. The company name “Charles Mallory” and the company logo are both registered trademarks.
We reserve the right to modify, substitute or remove without notice, any information on this website. We will endeavour to ensure that all images and descriptions of our products are provided to you as accurately as possible. Our website is maintained regularly however we cannot guarantee that its functionality and content are completely free of technical errors. We will endeavour to provide full and functional access to the website at all times but access may be suspended or restricted without warning.
Your privacy is important to us so we will only gather the information necessary to process your order and arranging delivery of the goods. Any personal data gathered by us will be recorded electronically and only used in accordance with the UK Data Protection Act 1998. We will never disclose your information to third parties without your consent. Occasionally we send news and offers to customers who have purchased from us via email however you reserve the right to unsubscribe at any time.
We welcome back-links to our website, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link which suggests any form of association, approval or endorsement on our part where none exists. We reserve the right to withdraw back-linking permission without notice.
These terms and conditions are to be construed in accordance with English law and in the event of any dispute or claim associated with these terms and conditions, that dispute or claim shall be subject to the exclusive jurisdiction of the English courts. Our terms constitute the entire agreement and supersede any preceding agreements between you and us.
Company details: Charles Mallory Limited. Registration number 08698339. VAT registration number GB174298673. Address: Charles Mallory Ltd., Unit C3, Vanguard Way, Shoebury, SS3 9QY.