Terms & Conditions

These terms and conditions apply to the use of this website at www.fromlucy.com (the “Website”). By accessing this website and/or placing an order, you agree to be bound by these terms and conditions.

Using this Website indicates that you accept these terms regardless of whether or not you choose to register with us or order from us. If you do not accept these terms, do not use this website.

The www.fromlucy.com website is operated by Lucy’s World Limited, a company registered in the United Kingdom.

Company Number: 8688039

Vat Regsitered No: 157711110

Any reference in these terms and conditions to “we” or “us” refers to From Lucy.

Our contact details are as follows:

Trading address:

From Lucy
Unit 3, Pixon Court
Crelake Ind Est, Pixon Lane,
Tavistock
Devon
PL19 9AZ
United Kingdom.

Visiting is strictly by appointment only.

General email: info@fromlucy.com
Telephone number: 01822 613098

Telephone Opening Hours Mon-Fri 9.30am to 3pm

Introduction

You will be able to access most areas of this Website without registering your details with us. Certain areas of this Website are only open to you if you register.

We may revise these terms and conditions at any time by updating this posting. You should check this Website from time to time to review the then current terms and conditions, because they are binding on you. Certain provisions of these terms and conditions may be superseded by expressly designated legal notices or terms located on particular pages of this Website. If you do not wish to accept any new terms and conditions after we have given notice, you should not continue to use this Website.

Ordering from us

You are deemed to place an order with us by ordering via our online checkout process. We will send you an order acknowledgement by email, detailing the products you have ordered.

Our acceptance of an order takes place when we despatch the order. When we despatch the order the purchase contract will be made even if your payment has been processed immediately, unless we have notified you that we do not accept your order or you have cancelled your order.

We may refuse to accept an order:

(a) Where goods are not available
(b) Where we cannot obtain authorisation for your payment
(c) If there has been a pricing or product description error
(d) If you do not meet any eligibility criteria set out in our terms and conditions
(e) If the order is to be delivered outside of the United Kingdom.

Delivery

We will deliver the Products ordered by you to the address which you give for delivery when you make your order. If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which have not been received.

You may specify a delivery address which is different from your billing address, if, for example, you would like us to deliver the Products directly to a friend, a relative, or to your place of work.

Delivery will be made as soon as possible and usually within 7 days of receipt of your order. Our normal working hours are Monday to Friday 9am – 3pm. We only process and dispatch orders during these timescales. All delivery and dispatch timescales quoted on the website do not include weekends or bank holidays.

Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside this timescale. This also applies to products sent direct from our manufacturers. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries

Some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain may not be covered by our normal delivery services and so we may have to contact you to advise you of extra postal charges.

If you do not receive Products ordered by you within 28 days of the date on which you ordered them, we shall have no liability to you unless you notify us by email at shop@fromlucy.com of the problem within 40 days of the date on which you ordered the Products.

The majority of our products are despatched 2nd Class Royal Mail and Interlink next working day delivery. If you have not received your items, you must check with your local sorting office even if you have not received notification from your postman that they are holding items for you.

In the event that we reproduce an item for you and subsequently the original is returned as undelivered by Royal Mail, we reserve the right to charge an administrative fee up to 100% of the sales price of the reproduced product.

We reserve the right to wait up to 10 working days from the date of despatch before taking further action regarding an undelivered item.

Next Day Delivery

Next day delivery is available Monday to Friday, except bank holidays for products where stated.
(a) From Monday to Friday, orders must be placed by the specified cut off period to ensure delivery the next day, any orders placed after the specified time will be dispatched the following day.
(b) Orders placed on a Friday before the specified last order time will be delivered on the following Monday.
(c) Orders placed on a Saturday/Sunday will be delivered on the following Tuesday.
(d) Unfortunately we can not deliver on a bank holiday. In this instance please expect your delivery on the next working day.
(e)Our carriers will normally deliver your parcel between 9am and 5pm but certain carriers may deliver later; unfortunately we cannot give you a more specific delivery time than this.
(f) A signature may be required on receipt.
(g) If you are not around to accept your parcel, the carrier may leave it with a neighbour, or in a safe place, if they think it is safe to do so. A calling card will be posted through your door to let you know this has been done.
(h) If the parcel can’t be left in a safe place or with a neighbour, the carrier will take it back to the local depot, and leave you a card telling you how you can pick it up.

Next Day Delivery to Northern Ireland, Overseas UK addresses and Northern Scotland will take up to 48 hours.

Please note: we will not be held liable for any late deliveries if delays occur by causes beyond our reasonable control including, without limitation:-
(a) fire;
(b) severe weather conditions;
(c) industrial dispute;
(d) strike or labour disputes

Order Cancellations

For most items, you have the legal right to cancel your order within 7 working days of receiving the goods. However, this does not apply to certain items which we have made, personalised or customised specifically for you.

Order cancellations must be made in writing, quoting your order number, within 7 working days beginning the day after the day on which the item is delivered.

If you wish to cancel your order you can notify us by email to shop@fromlucy.com or by telephone before we have dispatched the goods to you or where goods have already been dispatched to you, the goods must be returned to us in accordance with the ‘Returns and exchange’ section below.

Please note: In order to provide a fast service some products are immediately sent for production. Please check your order on screen and the confirmation email carefully as we cannot refund products which have been mis-spelled.

We reserve the right to cancel your order at any time and issue a full refund.

The provisions of this clause do not affect your statutory rights.

Returns and exchange

If you are not completely satisfied with the goods, simply return them to us at any time within 14 working days of receipt. If goods are returned within 7 working days of receipt we will issue a full refund including postage and packaging, or an exchange. After 7 working days we will refund the cost of the order minus the postage and packaging charge paid. The costs of returning goods to us shall be borne by you.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back to using a delivery service that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.

Your rights to return the goods to us will not apply in the following circumstances:

– Any products that we have made, personalised or customised specifically for you
– Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
– If you have made a spelling mistake on your order and it has been sent for production.

If you return an item because of an error on our part, or because it is defective, we will happily refund the full value of the item and your costs in returning it to us. You can contact our Customer Service department for a freepost returns address.

The item(s) must be returned in the condition in which you received it within 30 days of delivery. By the very individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have a change of mind.

We regret that postage and packing costs for unwanted items cannot be refunded after 7 working days from when the order was delivered.

Please note:

  • You have a duty to return the item to us and the cost of doing so is your responsibility, except if the item is faulty or does not comply with the contract.
  • The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery.

This returns policy does not affect your statutory rights.

The address for returns is:
From Lucy, Unit 3, Pixon Court
Crelake Ind Est, Pixon Lane,
Tavistock, Devon, PL19 9AZ

I received the wrong item

If the item you received is not what you originally ordered, please email shop@fromlucy.com quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

Faulty item

If the item you received is faulty, please email shop@fromlucy.com quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. If the item is faulty, please return it to us within 30 days of receipt. Refunds cannot be given if the fault is as a result of misuse.

Colour

The colour of the product you receive may not match the colour as displayed by our website on your computer monitor. Please be aware that if colour is important to you, your order is placed at your own risk.

Licence

You may retrieve and display the content of the Website on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the Website without written permission from us.

Unless otherwise stated, the copyright and other intellectual property rights in all material on this Website (including without limitation photographs and graphical images) are owned by us. For the purposes of these terms and conditions, any use of extracts from this Website other than in accordance with the clause above for any purpose is prohibited. If you breach any of the terms in these terms and conditions, your permission to use this Website automatically terminates and you must immediately destroy any downloaded or printed extracts from this Website.

No part of this Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission.

Any rights not expressly granted in these terms are reserved.

Service Access

While we endeavour to ensure that this Website is normally available 24 hours a day, we will not be liable if for any reason this Website is unavailable at any time or for any period.

Access to this Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.

Links to and from other websites

Links to third party websites on this Website are provided solely for your convenience. If you use these links, you leave this Website. We have not reviewed all of these third party websites and do not control and are not responsible for these websites or their content or availability. We therefore do not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to this Website, you do so entirely at your own risk.

Disclaimer

While we endeavour to ensure that the information on this Website is correct, we do not warrant the accuracy and completeness of the material on this Website. We may make changes to the material on this Website, or to the products and prices described in it, at any time without notice. The material on this Website may be out of date, and we make no commitment to update such material.

The material on this Website is provided “as is” without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, we provide you with this Website on the basis that we exclude all representations, warranties, conditions and other terms (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which but for these terms and conditions might have effect in relation to this Website.

Liability

We, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party (including without limitation, any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, and whether in tort (including without limitation negligence), contract or otherwise) in connection with this Website in any way or in connection with the use, inability to use or the results of use of this Website, any websites linked to this Website or the material on such websites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this Website or your downloading of any material from this Website or any websites linked to this Website.

Nothing in these terms and conditions shall exclude or limit our liability for (i) death or personal injury caused by negligence (as such term is defined by the Unfair Contract Terms Act 1977) (ii) fraud (iii) misrepresentation as to a fundamental matter or (iv) any liability which cannot be excluded or limited under applicable law.

If your use of material on this Website results in the need for servicing, repair or correction of equipment, software or data, you assume all costs thereof.

You agree to indemnify us fully, defend and hold us, and our officers, directors, employees and agents, harmless from and against all claims, liability, damages, losses, costs (including reasonable legal fees) arising out of any breach of the terms and conditions by you, or your use of this Website, or the use by any other person using your registration details.

Currency & Payment Processing

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