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Terms and Conditions

These Terms and Conditions shall apply to all contracts entered into by Charlotte Elizabeth (CE) Ltd  ("Charlotte Elizabeth", "we" or "us") (company number 11369797). Our registered address is Charlotte Elizabeth (CE) Ltd, 124 City Road, London, EC1V 2NX. By placing your order with us you are accepting our Terms and Conditions as displayed below. These conditions set out the contractual terms and conditions upon which we sell and then supply our goods to you as a consumer (which means that you are purchasing the goods in your capacity as an individual outside of your trade, business, craft or profession, and the use of the Goods by you will be for your domestic, private, and non-commercial use only

1. Who We Are And How To Contact Us

1.1 We are Charlotte Elizabeth (CE) Limited, a company registered in England and Wales. Our company registration number is 11369797 and our registered office is Charlotte Elizabeth (CE) Limited. Our registered VAT number is 319 7638 67. You can contact Us by writing to Us at or to our registered office address Charlotte Elizabeth (CE) Ltd, 124 City Road, London, EC1V 2NX.

1.2 If We have to contact You, We will do so by writing to You at the email address or postal address You provided to Us in your Order. We may change these Terms and Conditions at any time. Any changes will take effect on the date they are posted onto the site. Please read these conditions carefully before you submit your order. These conditions tell you who we are, how we will provide the goods to you, how the contract may be changed or ended, what to do if there is a problem and other important information.

2. When This Contract Comes Into Effect

2.1 You place an Order with Us for the Goods when you enter the required details on our checkout page and click ‘checkout’. The Contract will come into effect when We send an email to the email address you gave Us in your Order confirming our acceptance of your Order, and not before We receive payment for the Goods and delivery costs. We won’t charge You for the Goods if your Order isn’t accepted. You will own the Goods once We have received payment in full for the Goods and delivery costs.

3. About The Goods

3.1 Your acknowledge that the Goods are handmade items, that images of products on our website are provided for illustrative purposes only, and that although We try to represent our products faithfully, We cannot guarantee that colours displayed on your device will precisely reflect the colour of the imaged products. You also accept that packaging may vary from website images. Due to leather being a natural material, we cannot guarantee a uniformed appearance and We wish you to respect that each item will be used from a unique hide of leather seperate to the image displayed on the site, which may have very minimal differing characteristics. These imperfections include (but are not limited to), the colour variation, the grain of leather, the texture, natural wrinkles, markings and scars. In the event of water exposure to our products, such as rain, some colour transfer may occur, we cannot accept responsibility for this.

3.2 We cannot take responsibility for damage that occurred by the user after wear that is not a result of the products manufacturing process.  This includes, but is not limited to, sun bleaching, fragrance, makeup or skincare damage, weather-inflicted damage, substance damage etc. Please note that We cannot be responsible for discolouration caused by anti-bacterial items.

4. Pre-ordered Goods

4.1. When pre-ordering an item, please note that expected dates of delivery (the date in which Charlotte Elizabeth is due to receive the item), may change due to circumstances affecting our supply chain. The date estimated for delivery is a guide only for when we should expect your order, however, if we do not receive your order within this time frame, we will notify you by email. 

4.2 Once we have received the item, we aim to dispatch within 1-3 working days. We will message ahead of shipping to confirm the delivery details are still correct and to make sure that you are available for delivery.

4.3 For all pre-ordered items, we take full payment at the time of order placement. 

4.4 Due to the made-to-order, bespoke element of our preorders, we are unable to refund your order until you have received it.

5. Sample Sale Goods

Please be aware that all Sample Sale purchases are non-refundable and we do not accept exchanges on these orders.

5.2 All Sample Sale items are back-catalog, prototypes or photoshoot samples. Some of our Same Sale items are with markings, without straps, or with other anomalies. Please note that Sample Sale items come without dust bags.

5.3 Through making a purchase from our Sample Sale you comply with these terms. 

6. Price and Payment

6.1 You must pay the full price of the Goods and delivery costs at the time of the Order.

6.2 The Price displayed on the product page does not itself include delivery costs, which are displayed under the ‘Delivery and Returns’ page on our website. 

6.3 It is always possible that some of the Goods We sell may be incorrectly priced, as a result of a software error. We will normally check the Price before accepting your Order so that, where, at your order date the Goods' correct price is less than our stated Price, We will charge the lower amount. Where, at your order date, the Goods’ correct price is higher than the Price, We will contact You for Your instructions before We accept your Order. If We accept and process your Order where a pricing error is obvious and unmistakable and could reasonably have been recognised by You as a mispricing, We may end the Contract, refund You any sums You have paid and require the return of any Goods provided to You. 

6.4 In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy policy. For further Klarna FAQs please visit their site here.

7. Delivery

7.1 Please ensure that you have provided the correct shipping address at the time of making your order, as we are unable to change this once the order is placed. It is your responsibility to locate the goods at an incorrect address provided.

7.2 Delivery is deemed to take place once the Goods are delivered to the address you designate in your Order or, failing delivery there, to the depot nominated by the delivery service provider. Once the order has been fulfilled, you will be sent tracking information.  

7.3 You may incur storage costs and further delivery costs if You do not collect the Goods or re-arrange delivery from the depot. You are responsible for any costs in shipping the Goods back to us of the Goods are not faulty, and we cannot cover shipping costs to you after a failed delivery to Your provided delivery address. Please note, we do not deliver to PO Box addresses.

7.4 Please be aware that we do not take responsibility for any import duties and taxes. 

7.5 If you miss Your first delivery, then it is Your responsibility to retrieve your order from your local depot. If it is returned to us, then You will be may be required to pay for postage again. 

7.6 We will tell You if delivery is delayed by an event outside our control. If delivery is delayed for more than 90 days, You may contact Us to end the Contract and receive a refund for any Goods You have paid for but not received.

7.7 ease note that depending on your location, there may be a waiting time for your order in customs. This varies per country, and can take anything from one week to up to several months. We do not take responsibility for this.

8. If There Is A Problem With The Goods

8.1 If You have any questions or complaints about the Goods, please contact Us. You can do this by writing to Us.

8.2 Damage caused by any repair to the Goods other than by Us, or damage to the Goods due to misuse by You or a third party, are not covered by this clause. In addition, any unauthorised service or modification of the Goods will void your right to a refund/repair/replacement.

9. Our Responsibility For Loss Or Damage Suffered By You

9.1 If We fail to comply with these Conditions, We are responsible for loss or damage You suffer that is a foreseeable result of our breaking this Contract or our failing to use reasonable care and skill, but We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both We and You knew it might happen, for example, if You discussed it with Us during the sales process.

9.2 We do not exclude or limit in any way our liability to You where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation. To the extent permitted by law, and except as otherwise provided in these Conditions, We exclude all conditions, warranties, representations or other terms which may apply to your use the Goods, whether express or implied. 

9.3 We only supply the Goods for domestic and private use and are not liable for business losses.

10. Our Rights To End The Contract 

10.1 We may end the Contract at any time by writing to You in the event of a Force Majeure Event or if You do not, within a reasonable time of Us asking for it, provide Us with information that we need to provide the Goods (for example, the correct delivery address).

10.2 If We end the Contract in the situations set out within these terms, We will refund any money You have paid in advance for Goods We have not provided but We may deduct or charge You reasonable compensation for the net costs We will incur as a result of your breaking the Contract including any manufacturing costs. 

11. Your Rights To End The Contract

11.1 The right to change your mind (Consumer Contracts Regulations 2013) – ‘cooling-off period’. As a consumer, you have legal right to change your mind within 14 days upon arrival to your shipping address provided and return the products to receive the refund. This 14 days will be in effect from the the time you receive the goods from us.  Once We have accepted an Order, You do not have the right to change your mind under the Consumer Contracts Regulations 2013.

11.2 Under the Consumer Rights Act 2015, you have a 30 day right to reject faulty products and receive a refund. Where you believe the products are faulty, please return them to us at our business address Charlotte Elizabeth, 124 City Road, London, EC1V 2NX. If we confirm that the good(s) are faulty, we will refund the price of the product(s) to you. We can repair certain aspects of faulty products, and in this instance where there is a reasonable remedy to correct the issue arisen with the goods, we will do so and return the corrected good back to you. 

11.3 You may have the right to end the Contract: If what You have bought is faulty or does not comply with the Specification ; or Because of something We have done or have told You We were going to do. We will refund You in full for any Goods that have not been provided if you wish to end the Contract for one the reasons set out below: - We have told You about an error in the Price or Specification of the Goods You have ordered and You do not wish to proceed; or - there is a risk that supply of the Goods may be significantly delayed because of events outside our control. 

11.4 Upon returning your product to us, please send your parcel by registered post. Only once we have received the goods in the condition expected, then we can refund the customer. We will not be able to refund goods that are returned to Us not as expected. It is Your responsibility to ensure that we receive your returned parcel. 

11.5 If you choose to return Your product when it is non-faulty, we cannot refund You for the shipping costs, nor can we cover your return fees. If Your product has arrived faulty, we are able to fully refund You for these.

12. Intellectual Property

12.1 The entire content of the Site, including all handbag and accessories design, copyright, trademarks and other intellectual property rights it contains, including the name 'Charlotte Elizabeth', is the sole property of Charlotte Elizabeth and its licensors. You may use the content supplied solely for your own personal use only. You are not permitted to use or distribute any of the content in connection with any business or commercial enterprise unless consented to by Charlotte Elizabeth. 

13. How To End The Contract

13.1 If you are entitled to end the Contract under clause 11, You must:  notify Us by doing one of the following:  Email Us (contact details are contained in clause 1.1). Please provide your name, shipping address, details of the order and, where available, your phone number; or writing to Us by post at the address referred to in clause 1.1; then return the Goods to Us within 14 days of notifying Us, by posting them to the address in clause 1.1. 

13.2 Pay the costs of returning the Goods, unless they are faulty or not in line with the Specification. Subject to clause 11, if you are entitled to end the Contract under clause 11, We will refund the price You paid for the Goods (and delivery costs where Goods are faulty or not in line with the Specification) by the method You used for payment.

13.3 We may reduce the refund referred to in clause 11.4 (excluding delivery costs) to reflect any reduction in the value of the Goods, if this has been caused by your handling of them. If We refund You the price paid before We are able to inspect the Goods, but later discover that You have handled them in an unacceptable way, You must pay Us an appropriate amount. 

13.4 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method We offer. For example, if We offer delivery of the Goods within 3-5 days at one cost but You choose to have the Goods delivered within 24 hours at a higher cost, then We will only refund what You would have paid for the cheaper delivery option.

14. How We May Use Your Personal Information

14.1 We will use the personal information You provide to Us: to supply the Goods to You; to process your payment for the Goods; and if You agreed to this during the Order process, to give You information about similar Goods that We provide, but You may stop receiving this at any time by contacting Us. We will only give your personal information to other third parties where the law either requires or allows Us to do so. More details on our Privacy Policy can be found here.

15. How We May Use Your Personal Information

15.1 We will use the personal information You provide to Us: to supply the Goods to You; to process your payment for the Goods; and if You agreed to this during the Order process, to give You information about similar Goods that We provide, but You may stop receiving this at any time by contacting Us. We will only give your personal information to other third parties where the law either requires or allows Us to do so. More details on our Privacy Policy can be found here.

16. Miscellaneous

16.1 We may transfer our rights and obligations under these terms to another organisation, and We will ensure that the transfer will not affect your rights under the Contract. You may only transfer your rights or your obligations under these terms to another person if We agree to this in writing. 

16.2 This Contract is between You and Charlotte Elizabeth. No other person shall have any rights to enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999.

16.3 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

16.4 If We do not insist immediately that You do anything You are required to do under these terms, or if We delay in taking steps against You in respect of your breaking the Contract, that will not mean that You do not have to do those things and it will not prevent Us taking steps against You at a later date. 

16.5 These Conditions are governed by and interpreted in accordance with the laws of England and Wales, and the courts of England and Wales will have exclusive jurisdiction in respect of any dispute which may arise.

16.6 These Conditions are governed by and interpreted in accordance with the laws of England and Wales, and the courts of England and Wales will have exclusive jurisdiction in respect of any dispute which may arise.

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