Terms of Service

Overview

These terms apply to your use of the VelvetRow online store and consumer purchases of physical goods.

Read them together with our Returns and Refund Policy, Shipping Policy and Privacy Policy.

Nothing in these terms limits rights that cannot lawfully be excluded under applicable consumer law.

Placing an Order

Please provide accurate contact, delivery and payment information.

Before submitting your order, check the products, quantities, delivery option and total price. You must be authorised to use your chosen payment method.

Submitting an order is an offer to purchase. An automated acknowledgement confirms receipt of your order. Unless we expressly accept it earlier, the contract is formed when we send your dispatch confirmation.

If we cannot accept your order, we will notify you and promptly refund any payment taken for the unaccepted purchase.

Products and Availability

Product descriptions explain the main characteristics of the goods offered.

Colours may appear differently across screens. This does not affect your right to receive goods that match their description.

If a product becomes unavailable, we will contact you. We will not substitute a materially different product without your agreement.

Prices and Payments

All prices and payments are in pounds sterling (GBP, £).

Consumer prices include applicable VAT where chargeable. Mandatory charges will be included where they can be calculated, or their basis will be clearly explained before purchase.

The final order total and available payment methods are displayed before payment. Optional paid extras require your agreement.

If we identify a material pricing error before accepting an order, we will explain the correction and allow you to proceed at the corrected price or cancel for a refund.

We will not increase the price of an accepted order without your agreement.

Delivery

Orders normally require 1–2 working days for processing.

Estimated total UK delivery times, including processing, are:

• Royal Mail Standard: 7–13 working days.
• Royal Mail Priority: 4–9 working days.

Standard delivery is free where offered. Priority is an optional paid upgrade priced at checkout.

Our Shipping Policy explains how working days are counted and your rights if delivery is delayed or fails.

Cancellations, Returns and Faulty Goods

Our Returns and Refund Policy explains your rights and the process for requesting assistance.

You do not need our approval to exercise a valid statutory cancellation right.

Goods must be of satisfactory quality, fit for purpose and as described. Nothing in these terms removes the remedies available if they do not meet those requirements.

Website Use

You must not misuse the store, introduce harmful software, attempt unauthorised access or interfere with other users.

If you create an account, keep your login details secure and contact us if you suspect unauthorised use.

We may restrict website access where reasonably necessary to address misuse or security concerns. This does not remove our obligations relating to existing purchases.

Personal Information and Service Providers

Our Privacy Policy explains how personal information is handled.

Our store is hosted by Shopify, which processes information when you visit or purchase. Where enhanced services are enabled, this may include processing based on interactions with other merchants and Shopify, with information shared with service providers in other countries.

Your purchase contract is with the business operating VelvetRow. Using external service providers does not remove our responsibilities as the seller.

Intellectual Property

Website text, images, logos and other content may belong to VelvetRow or the relevant rights holders.

You may use the website for personal browsing and shopping and retain information relating to your purchases. Other uses require permission unless permitted by law.

Liability

We remain responsible for fulfilling our contractual and statutory obligations.

Nothing excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded.

Your entitlement to compensation for a breach is determined by applicable law. Events outside our reasonable control do not automatically remove your cancellation or refund rights.

Complaints and Applicable Law

Email velvetrowshop@gmail.com with your complaint and relevant order details.

We will investigate and explain our proposed resolution. You remain free to seek independent advice or use available legal remedies.

Applicable law and court jurisdiction are determined by the relevant legal rules. Nothing in these terms removes mandatory consumer protections or access to a court available to you under those rules.

Changes to These Terms

Updates apply to future purchases. We will not retrospectively change the terms of an existing order without your agreement, except where legally required.

If a provision is unenforceable, the remaining provisions continue to apply so far as legally possible.

Contact

For questions about these terms or your purchase, contact VelvetRow at velvetrowshop@gmail.com.

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