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By using the Site and/or by placing an order with us, you are deemed to have read and understood these Terms and Conditions (“Terms”) and any and all policies referred to and incorporated herein. By clicking ticking the box to accept these terms when making your order via our Site, you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form or completing the checkout process constitutes our acceptance of your order.
If there is anything that you don’t agree with or want to be committed to in these Terms and Conditions, then you should not use The Website or place any orders through it.
1 Who we are
2 A description of our services
3 Accessing our services
4 Creating an Account
5 Restrictions on your use of your Account
6 Choosing Products to Order (Product Specifications, Substitute Products and Measuring Guidance)
7 Pricing Information, Pricing Errors and our Price Promise
8 Availability of our stock, estimated delivery dates
9 Important terms for bespoke or customised products
10 Placing your order
11 Order Acknowledgement and Order Acceptance by us
12 Paying for your order
15 Order Cancellations (statutory right to cancel for UK residents)
16 Our 30 Day Money Back Guarantee
17 Cancellation of Bespoke Goods
18 Deleting your account
19 Customer Complaints
20 Specific terms relating to our Style Points and Friends With Style programs.
21 All of the legal disclaimers, warranties, indemnities and important legal provisions
This website is an online retail division of Houseology Design Group Ltd (“Us/We/Our”).
Our registered company number is SC377416 and our registered office is at 28 Speirs Wharf, Glasgow, G4 9TG. We are VAT registered, with number 989 9349 22. This Agreement is a legally binding agreement between you and us.
We have an extensive network of websites and services, and we trade under various names including Houseology and Occa Design, all of which are wholly owned by us.
You can access the Services in the following ways, and by website visits or mobile applications:
(A) By visiting as a guest without making a purchase (“Guest”) (B) By placing an order and creating an account (“Customer”) Any reference in these terms to You, means you as a Guest or as a Customer.
When you submit an order you will be prompted to create an account with us. You must be 18 years or older to create an account. If you are creating an account on behalf of a commercial entity you warrant that you have capacity to bind that entity.
You agree that you are responsible for keeping your screen name and password for your account secret. You acknowledge that we are not responsible for third party access to your account that results from sharing your login or other account details or personal information by you or the theft or misappropriation of your screen name and password. We reserve the right to suspend your access to the Services or terminate your account if we suspect an unauthorised person is attempting to access it.
We will never ask for personal details via email. If you receive an unsolicited email asking you for your log in details or any other such information, please contact our Customer Service team on +44 330 363 0330 immediately.
Yes, your account is for your personal use only. You may not authorise others to use your account or attempt to use another member’s account without first obtaining their consent. You must not assign or otherwise transfer your account to any other person or entity. You are solely responsible for you own actions and those of anyone using your account, and assume all liability regarding, (i) the information and content you or anyone using your account, submits on your behalf; and (ii) the information and content you or anyone using your account posts, transmits, publishes, or otherwise makes available through the Services.
You warrant that all goods ordered by you are for your own personal and domestic use and are not for re-sale, distribution or any other commercial use of a similar nature. The products sold by us are provided for private domestic and consumer use only.
We have selected our products on the basis that they will be used for domestic use only, if you are planning to use them for business purposes please make sure that you are covered by the appropriate insurance. Where you decide to use the products in the course of a business, we exclude (to the fullest extend permitted by law) those warranties and conditions relating to fitness for a particular purpose. Our maximum liability to business users arising out of or in connection with the products shall be limited to the replacement value of the product in question (except in the case of death or personal injury caused by our negligence or in respect of fraud). In relation to business users, we do not accept liability for the fitness of goods for business purposes, nor do we accept liability for loss of use of the item nor any loss over and above the cost of the item in the event of a claim for breach of warranty or condition.
When you visit this Site and/or submit an order you warrant and represent that you:
You further warrant and represent that you will not:
Prior to submitting an order with us, you should review these important terms.
All sizes and measurements are approximate but we do try to make sure that they are as accurate as possible.
Sometimes the product specifications from the manufacturer may change, in which case we will do our best to offer you a similar alternative. We may experience problems with the supply of certain products and may therefore supply a substitute of the same or better quality at the same price. If you are not happy with the replacement or substitute you can return it in accordance with our 30-day money back guarantee. Where applicable, you may cancel your order in accordance with your rights under the consumer regulations.
Our products are displayed as clearly as possible throughout our website to give you as much information as possible about a product. If you need further information on anything, contact us at: firstname.lastname@example.org
Please review our Measuring Advice guidance before placing an order as it contains important information you should consider and any waivers by us contained within the guidance are incorporated herein. Reviewing our Measuring Advice is critical if you are ordering a bespoke product. If you need further advice or have any other questions about a product, email us at email@example.com or call +44 330 363 0330.
All prices are shown in £s sterling and include VAT (where applicable) at the applicable current rates but exclude delivery charges, unless expressly stated otherwise (see our Delivery Policy for further details including Express delivery charges).
Although the price you pay is the price displayed on the Site at the time we receive your order, there may be circumstances within or out with our control which results in the wrong price being displayed to you. In such cases, if we discover an error in the price of goods ordered by you, we will inform you as soon as possible after you submit your order and provide you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you choose to cancel and have already paid for the goods, you will receive a full refund.
We aim to bring you unrivalled collections of designer furniture, homewares and accessories at excellent value and with first class customer service. To ensure you are always getting the finest quality products at the best possible price, we constantly check our prices against other online retailers to make sure we remain highly competitive. However, if you find one of our products cheaper elsewhere online, sold by approved stockists in a similar environment, we will match that price, in accordance with our terms.
If you do find one of our products cheaper elsewhere please call us on +44 330 363 0330 or email our customer service team.
In order for us to be able to price match a product the item must be identical, from the same manufacturer and the same size and colour. The retailer must also be an approved or licensed supplier and sell through a bona fide website. The item must also be available for delivery within the same timescales as ours and be delivered via the courier network. If these conditions apply and the total cost, including delivery and any other charges, is lower than ours we will price match this price.
The availability of our Price Promise, and terms applying to our Price Promise, may change at any time. Please review our Price Promise Policy for full update to date details of our Price Promise, the terms of which are incorporated herein and in the event of any conflict, take precedence over these Terms.
We work in much the same way as a department store – many of our products are held in stock in our warehouse for next working day dispatch and we show stock availability clearly shown on the product page. With larger items including some furniture, lighting and more specialist pieces, we order these in for you and clearly show the delivery dates on each product and again in the Shopping Cart prior to Checkout.
In the event that an item is temporarily out of stock, we will notify you of the delay as soon as possible, keep you regularly informed of the progress and dispatch it as soon as it arrives. Occasionally items will be more popular than expected and may sell out. Parts of our collection are also seasonal and therefore towards the end of a season products may become unavailable or discontinued. We will contact you as soon as possible if we discover any possible delays to your order and offer you an alternative date or if that is not suitable, a full refund. Our design team can also source handpicked alternatives for you that closely match your first choice.
We partner with a variety of courier and carrier services and will select the most appropriate service for your order. However much as we try, sometimes due to circumstances out with our control, (e.g. poor weather or international holidays or delays during peak periods with the couriers) dates quoted for delivery can only be estimated delivery dates and may be subject to change depending on the carrier network.
This doesn't happen often, but it is possible. In these circumstances we cannot accept liability for any loss or damage (whether direct or indirect) for deliveries made out with the estimated date for delivery.
Our collections include a variety of bespoke products such as (but not exclusively) headboards or sofas that are made to order specifically for you in your chosen materials or dimensions. Delivery of these items will generally be agreed with you prior to ordering. From time to time, textiles or materials that make up our bespoke products may be out of stock with our manufacturers and this may lead to a delay in the estimated manufacture times. Should this be the case, it is our policy to notify you of the delay as soon as possible, keep you regularly informed of the progress and dispatch it as soon as it arrives.
By placing an order for a non-standard, customised or special order product with us, you are deemed to have considered all these factors and any others that might affect the order, and accept that your are entirely satisfied that it is the correct product for you. You will not be able to change the order once the item has been entered into production.
You can’t cancel a bespoke order. If you change your mind you need to be aware of our returns policy for bespoke items. Please ensure that you read and understand the conditions that apply to the sale of customised products as noted in our cancellation provisions below, and our Returns Policy, prior to purchasing.
Our order processing system is completed in the following steps:
You select your products on our web site where you will be guided through a simple purchasing sequence.
1) You place your order with us, via the web site by clicking on the “confirm order” button, once you have checked and agreed your order at the checkout.
2) Your credit/debit card will be authorised when your order is placed and processed. This does not affect your statutory rights.
3) We will then send to you an order acknowledgement email confirming the products you have ordered - this is not an order confirmation or order acceptance from us at this stage, it is a reminder for you of what has been processed through our system. If there are any problems with this acknowledgement, please contact us as soon as possible.
4) Your order will then be processed in our warehouse within 24 hours and shipped from there for delivery to you within approximately 3-7 working days (3-6 weeks for larger items).
5) After dispatch we will send you a final order confirmation email. Where our couriers have an order tracking facility we will provide that information to you.
Title to any products you order on this website shall pass to you on delivery of the products provided that we have processed and received payment in full for the products.
11/1 What is an “Order Acknowledgement”?
Once you have placed an order, the ‘confirmation’ stage will set out the final details of your order. We will also send you an acknowledgement email detailing the products you have ordered. This is not a confirmation that your offer to purchase the goods has been accepted, but confirmation from us to you of your request. You will receive a second email when the order has been accepted and loaded into our warehouse system. At that stage your credit or debit card will be debited. You will receive a third email when the goods have been dispatched from our warehouse.
Acceptance of your order and the completion of the contract between you and us will take place on despatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.
Occasionally we may need to notify you that we cannot accept your order at which time we will credit any payments made in full. Reasons for non-acceptance of orders include (but are not limited to):
(a) Our inability to obtain authorisation for your payment;
(b) The identification of a pricing or product description error.
(c) You do not meet the criteria set out in these Terms, or you have breached these Terms.
We accept online payment in an encrypted, secure environment by credit card and Houseology Gift Vouchers. We currently accept Visa, Mastercard, Delta, Maestro, Switch, American Express and Paypal.
All prices quoted on our website are quoted in pounds sterling (£) and where appropriate are inclusive of UK sales tax (VAT) at the current rate. All transactions are made in GBP pounds sterling (£).
We have an option on the website (on the top line header) where you can choose to display all prices in Euros, Australian Dollars, Emirati Dirhams or US Dollars based on live conversion rates. This enables you to view the cost of your transaction, in your chosen currency, based on real time conversion from GBP by Moneybrokers.com. This is a service designed to make currency conversion calculations easier for you.
Throughout the check-out process, the cost of your purchase will be shown in your chosen currency, until the final step before making a payment, when we will show you the exact GBP equivalent that will be charged to your card.
International credit card providers or banks out with the UK will determine their own exchange rates and might also add an additional processing or administration charge that the card holder will be liable to pay. We do not have any control over these exchange rates or charges and our advice would be to check with your bank if you are unsure about exchange rates prior to making a purchase.
If your order is being despatched to a destination outside the European Union (EU) then your sales tax will be zero. If your order is being sent to a member state of the EU then the selling price will include VAT at the current rate.
Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and are not able to predict them. For more information please read our International Shipping page.
As we are committed to providing the most advanced security features, we support the "MasterCard® SecureCode™" or "Verified by Visa" security service. Click on the brand logos below to learn more. Verified by Visa and Mastercard Securecode are an additional layer of security, applied by your bank, to your credit card to prevent fraudulent use.
In the event that you disagree with any charge made to your account, you agree to contact us with a view to resolving the dispute prior to making a formal notification to your credit card company. You must contact us either by email or telephone, stating your reasons for dispute of the charge. This will enable us to accurately and promptly assess your complaint and, where justified, credit your card with the disputed amount in a timely manner to avoid any further inconvenience to you.
Please refer to our UK Delivery and International Delivery Policies which clearly explain our delivery terms, and both policies (and the terms included in them) are expressly incorporated herein. We may not deliver to all countries, please ensure we deliver to your country before attempting to place an order.
We wish to draw your attention to some important terms regarding delivery:
14/1 Can I return a standard product?
Please refer to our Returns Policy which clearly explains our Returns terms, and is expressly incorporated herein.
We wish to draw your attention to some important terms relating to Returns:
Our 30 Day Guarantee does not apply to non-standard, customised or special order product (see Returns Policy for full details) nor to cut by the meter wallpaper or fabric. Where you have ordered and received a non-standard, customised or special order product (e.g. large furniture item, headboard, sofa, chair in your own choice of fabric and size) or goods that have been confirmed to you as non-standard, customised or special order, we cannot extend our Returns Policy or 30 day money back guarantee to such items unless faulty.
You are able to return these goods for a refund, however in such cases we charge a cancellation fee of 50% of the order price as well as 100% of all delivery costs incurred. This is due to the fact that they are made as individual pieces to order, under your instruction and it is unlikely that we can sell it to another customer at full price, therefore it cannot be re-stocked.
Cut by the meter wallpaper and fabric does not fall under our 30 day money back guarantee however you are able to return these goods for a refund, with a cancellation fee of 50% of the order price as well as 100% of all delivery costs incurred.
Nothing within our Returns Policy seeks to limit or otherwise affect your statutory rights including the cancellation rights for UK Customers (described below).
If the product is found to be damaged or faulty then our standard returns policy in relation to damaged or faulty goods will apply.
In the event that you receive your order in a faulty or damaged condition, (including customised products) please contact us within 48 hours by email at firstname.lastname@example.org or phone us on +44 330 363 0330 and we will make the necessary arrangements to collect the damaged/faulty goods.
We will ask you to email a photograph of the damage and complete a short questionnaire as part of our quality assurance checks.
Please note it is critical that you keep all the original packaging and repack the item with care. Our courier will make the collection, and upon inspection at our warehouse, a refund, or replacement sent at our expense, will be arranged.
Our approach to the WEEE Regulations and Recycling is detailed in our Returns Policy.
Under the United Kingdom Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are resident within UK, you can cancel your order within 14 days after receiving your goods (or, if your order consists of multiple goods, the 14 day period begins from the day you receive the last item of your order).
After the goods have been returned to us, or you have provided proof of having returned the goods (e.g. proof of postage receipt), whichever is sooner, you will receive a refund within 14 days. If the goods are not in the original ordered condition, we have the right to deduct a relevant amount from any refund.
In addition to a refund for the costs of goods ordered from us, we are also required to refund you any basic delivery costs. If you ordered the goods and selected an enhanced delivery service e.g. next day delivery, we are under no obligation to refund this cost to you, and any refund will be at our discretion.
This cancellation right does not apply to bespoke or personalised goods.
You can contact us by email email@example.com to cancel on the basis of this statutory right. You may also complete this Cancellation Form (which is a standard form contained within the Regulations), which can be downloaded here.
Notwithstanding the legal rights of our UK Customers above, we offer all Customers a 30 day money back guarantee which is detailed in our Returns Policy here. This 30 Day Money Back Guarantee does not apply to bespoke goods, unless the item is faulty (see below).
If you wish to cancel your order, please email us at firstname.lastname@example.org Where goods have already been despatched, they must be returned in line with our Returns Policy which forms part of these Conditions. Within 30 days of us receiving the goods as described, we will credit you with the purchase price less any delivery and handling charges that may be applicable within 30 days.
Orders cannot be cancelled for bespoke items. They may only be returned if fault, as provided for at section 14 of these Terms and in our Returns Policy.
We will be sorry to see you go! However, you may delete any account you have opened when submitting an order any time after any active order has been delivered. To close your account please email email@example.com.
We reserve the right to immediately suspend or terminate your access to any of the Services, without notice, for any reason (including if you fail to pay any amount due or we become aware of any breach of these Terms). We also reserve the right to remove your account information or data from our Services and any other records at any time at our sole discretion.
Yes, we offer two incentive programmes for our Customers, please see below.
The Style Points Customer Loyalty programme is open to all Purchasers. Customers are automatically opted into the Style Points programme at the time of first purchase. For full details of the terms of the Style Points Customer Loyalty programme please click here
Our Friends With Style programme offers Customers the opportunity to earn rewards by sharing your good taste with friends and family members. The rules of our Friends With Style programme can be found here.
We hope that these Terms are clear for you, we try our best to avoid the legal jargon but some sections have to be included to protect you and to protect us. Please read this section carefully.
This section will apply to the maximum extent permitted by applicable law. We will use reasonable endeavours to verify the accuracy of any information on the site but makes no representation or warranty of any kind express or implied statutory or otherwise regarding the contents or availability of the site or that it will be timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the website We disclaim liability for, and no warranty, representation, condition or other term is made with respect to, the connectivity and availability of the Services. Opinions, advice, statements, offers, or other information or content made available through the Services, but not directly by us, are those of their respective authors, and should not necessarily be relied upon. Such authors are solely responsible for such content. We do not: (i) warrant or guarantee the accuracy, completeness or usefulness of any information provided on the Services, or (ii) adopt, endorse or accept responsibility for the accuracy or reliability of any opinion, advice, or statement made by any party other than us. Under no circumstances will we be responsible for any loss or damage resulting from anyone’s reliance on information or other content posted on the Services, provided through the Services, or transmitted to or by any Guests or Customer.
We shall be under no liability for any delay or failure to deliver products or otherwise perform any obligation as specified in these terms and conditions if the same is wholly or partly caused whether directly or indirectly by circumstances beyond its reasonable control.
We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you.
To the maximum extent permitted by law, we will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent on negligent misrepresentations) or otherwise out of or in connection with the terms and conditions for any:
suffered or incurred by that party arising out of or in connection with the provisions of any matter under these terms and conditions.
Our total liability to you in connection with these Terms or the use of the Services shall be limited as to either: (i) the price paid for any goods or services purchased by you as Customer; or (ii) £100 if you are a Guest. Nothing in these Terms will limit or exclude our liability for: (i) death or personal injury arising from our proven negligence; or (ii) fraud or fraudulent misrepresentations made by us. Nothing in these Terms affects your statutory rights as a consumer.
We reserve the right, at our own cost, to assume the exclusive defence and control of any matter otherwise subject to indemnification by you. You agree to provide us with full co-operation if we choose to exercise this right.
You will remain liable if someone else uses your shopping account and/or personal information unless you can prove that such use was fraudulent.
All rights in the designs, intellectual property and information on our Site are owned by us or licensed to us. These are protected, as appropriate, by copyright, trademarks and other intellectual property rights. You may only view, reproduce or print the materials on this Website for the purpose of ordering goods from us and as authorised below. The contents of these pages (including pictures, designs, logos, photographs, text written and other materials) are the copyright trademarks or registered trademarks of us or our suppliers or content and technology providers or their respective owners. ALL RIGHTS RESERVED. You agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a Purchase) download such material and content onto only one computer hard drive for such purpose. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on this Website in any form is prohibited.
Where any of our sites contain links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.
You are not permitted to assign, novate or otherwise transfer your rights and obligations under this Agreement to any other person or party. We, however, are entitled to assign, novate, or otherwise transfer any or all of our rights and obligations to any other party without notice to you.
IN ANY DISPUTE, NEITHER YOU NOR ANY OTHER PERSON SHALL BE ENTITLED TO JOIN OR CONSOLIDATE CLAIMS BY OR AGAINST OTHER AFFILIATES OR PERSONS, OR ARBITRATE ANY CLAIM AS A REPRESENTATIVE OR CLASS ACTION OR IN A PRIVATE ATTORNEY GENERAL CAPACITY. YOU ACKNOWLEDGE THAT YOU ARE GIVING UP YOUR RIGHTS TO PARTICIPATE IN A CLASS ACTION OR REPRESENTATIVE ACTION WITH RESPECT TO ANY SUCH CLAIM.