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When you place an order with us, you are deemed to have accepted the Terms & Conditions set out below. Do please read these terms carefully, and print and keep a copy of them for your reference. Thank you!
DELIVERY INFORMATION
Providing all items in your order are in stock, we aim to ship as quickly as possible (usually within 24 - 48 hours of receipt of your order), but please allow 14 days for delivery.
Delivery of out-of-stock items may take up to 6 weeks. For ‘Special Order’ (S/O)(1) items please allow for a delivery time of up to 12 weeks. We wait with the shipping of an order until we can ship it complete. If the out-of-stock item is not due in stock within the 6 week period (or 12 weeks in case of a (combination) ‘Special Order’ (S/O)(1)), it will be deleted from your order and the remainder will be shipped to you. It goes without saying that you will be informed if this is the case.
Please be advised that we never take payment for an order until the day it is shipped to you. However, please be advised that your debit card provider may well debit your account on the day you place your order to guarantee their payment authorisation to us. If in doubt, please verify this with them.
NB As most of our products are handmade and imported, the out-of-stock delivery times we are quoted by our suppliers are sometimes not correct. We DO guarantee that your order will be shipped to you as soon as we have received it ourselves.
As all our products are handmade, no two items will ever be identical, and we therefore can never guarantee a precise size or finish. If it is important to you that something fits to the centimeter, it might be wiser to stick to factory made items.
When you have placed your order on the website, you will be sent a confirmation email with your order details. If you do not receive this email, please let us know on sales@lavenderandsage.co.uk. The day your order is shipped, you will be sent a shipping email with the details of items shipped, and a tracking info email with the details pertaining to the shipping method of your order. If your order was shipped by courier, the email will contain the tracking label number of your parcel and their telephone number, so that you may get in touch with them to check the delivery status of your shipment.
To ensure that you receive these emails, please add info@lavenderandsage.co.uk to your email contacts list - otherwise they may be eaten up by your spam filter.
Change of delivery address
If you wish to change the delivery address after you have placed an order, please let us know. Please bear in mind that if your order has already been shipped and our couriers charge us extra for the change in address, the extra cost will be charged to you.
*UK MAINLAND DELIVERIES (excl. Northern Ireland & the Isles)
Lavender & Sage Ltd will deliver any order to UK mainland addresses for a Standard Postage & Packing charge of just £4.95* per address.
*The exceptions to the standard P&P charge are heavier or larger items (however, for furniture items please see 'Actual Freight Shipping' below). Shipping & Packing charges for light & medium weight products are indicated by the following symbols:
Light weight:  £12.50 per delivery
Medium weight:  £22.50 per item (also see below)
The
Postage & Packing charges include delivery cost, packaging
materials and handling. The P&P charge is standard and irrespective
of the size of your order. Orders are shipped via courier or via Royal
Mail (standard parcel or 2nd class), depending on postcode and
weight/size of parcel.
NB All courier deliveries
must be signed for. When you are asked to sign for your delivery,
please print the words 'CONTENTS UNCHECKED' before signing.
Otherwise goods damaged in transit are uninsured. Normal Royal Mail deliveries do not need to be signed for.
IF YOU ARE ORDERING A 'SPECIAL ORDER' (S/O) ITEM, PLEASE READ THIS SECTION CAREFULLY:
1. Actual Freight shipping:
Items that are charged at actual freight are indicated by the following shipping symbols:
Heavy weight:  charged at actual freight
Extra Heavy weight:  charged at actual freight
Upon placing your order a quote for shipping* will be obtained for you from our carriers. If you agree to this quote, your credit card details will be required to put through a separate order for the shipping. This will all take place within the 7 days cooling off period. If you would prefer to arrange for your own carrier, then please let us know.
* Shipping quotes can vary from £4.95 for a single dining chair to £120 per pallet to the Highlands and Islands of Scotland.
2. (S/O) - (Medium, Heavy & Extra Heavy weight) delivery charges are based on:
- Unimpeded lorry access to your house, and on ground floor delivery only, i.e. no steps, stairs or slopes. In all other cases, please inform us when ordering, as we will need to discuss with the couriers whether an additional delivery charge to you is applicable. If we are not informed and there is a problem with delivery, the item will be returned to us and we will have to charge you for the cost of this return, which is likely to be higher than the original delivery charge.
- The entire order being shipped together. If you should require part of your order shipped earlier, please inform us when ordering and we will quote you a new delivery charge
3. (S/O) - (Medium, Heavy & Extra Heavy weight) deliveries:
Lavender & Sage cannot take responsibility for damage done to Medium, Heavy and Extra Heavy weight deliveries once they have been collected from our warehouse by one of our carriers. Please be advised that you are REQUIRED to print the words 'CONTENTS UNCHECKED'
on the carrier's paperwork, before signing it off as having been received by
you. The Carrier's insurance company can otherwise not be held liable, and an
exchange item will not be dispatched nor a refund given.
4. ‘Special Order’ (S/O)
items are those that are ordered and made especially for you from our
suppliers in France. 25% of the cost of the 'Special
Order' item is payable upon ordering and is non-refundable after
the
initial 7 days cooling-off period. The remaining 75% of the payment,
plus the cost of shipping, will be debited to your account when the item
is safely on its way to you.
5.. As (S/O) items are
ordered and made especially for you, they are non-returnable for
any other reason than that they are faulty.
For details of which
of our products are (S/O)
items, please check the individual product descriptions.
UK NON-MAINLAND DELIVERIES (incl. Northern Ireland, Isle of Wight, Scottish Isles, Channel islands, etc.)
We're very happy to ship to any non-mainland address with a UK postcode. Shipping charges on parcels weighing over 2 kilograms, as well as on Medium, Heavy & Extra Heavy items, will be charged at cost. Simply put in your order on the site and we will contact you to let you know how much your additional shipping will come to. The standard additional handling charge for UK non-mainland shipments is £1.50 per order. The resulting P&P charge (minus the shipping charge in your initial order) will then be put through in a second order, for which you will need to supply us with your credit card details.
REPUBLIC OF IRELAND
We are happy to ship to the Republic of Ireland at the actual freight cost. Via our couriers we can ship you most parcels of up to 20 kilos for a flat rate of £15, which is what will be put through with your original order. For postage on parcels heavier than 20 kilos, and/or for parcels which cannot go via our couriers, we will send you a quote and arrange for a separate freight order to be put through before shipping. The standard additional handling charge for UK non-mainland shipments that do not fall under the flat rate of £15, is £1.50 per order.
NB Orders from the Irish Republic should be placed by phone only. Please contact our Service Team on +44 1892 612768 with your order and your payment details.
INTERNATIONAL DELIVERIES
We are happy to ship internationally at actual freight cost. Please be advised that international shipping is not cheap, and in case of heavy parcels, or ex-Eurozone shipping, may nearly double the amount of your order. Shipping will be charged at cost and we promise that we will choose the very cheapest method for you. When you place your order, you will have deemed to have assented to shipping charges up to a maximum of £35. However, for postage on heavier parcels, we will contact you before shipping. The standard additional handling charge for UK non-mainland shipments is £1.50 per order.
NB Orders from abroad should be placed by phone only. Please contact our Service Team on +44 1892 612768 with your order and your payment details.
RETURNS AND REFUND POLICY
At Lavender & Sage we operate a no-quibble refund guarantee. If you are not happy with the item, we ask you to return it in the original packaging within 14 days of receipt, and to complete and enclose the Returns Form with the item. You must ensure that the goods are packaged adequately to protect against damage. Please send the parcel to:
Lavender & Sage Ltd
Berwick Court Farm
The Old Parlour Barn
Alfriston Road
Berwick
East Sussex
BN26 5QS
Refunds
will be credited to your credit/debit card no later than within 30 days of returning the item to us. We therefore strongly recommend that you retain your proof of postage, in case the parcel gets lost and you need to make a claim from Royal Mail, or in case of a query regarding returns shipping dates. If you return your goods within the cooling off period (7 working days starting with the day your receive your order), your initial P&P charge of £4.95 (pro-rata where applicable) will be refunded to you. If you return the goods after the cooling off period, the P&P charge will not be refunded. Goods are returned at your own expense.
If the item was damaged when you received it, please notify us as soon as possible.
If the wrong item was sent, do not return it to us before speaking to our Sales & Service team. If we agree that you will return it to us, we will refund Standard Parcel or 2nd Class postage charges only. Again, we advise you to retain your proof of postage, as above.
UNDELIVERABLE PARCELS
If your parcel is shipped by courier, you will receive an email with the tracking number of your parcel, as well as a phone number for the courier. Please phone them if your parcel has not been delivered after 3 days. If we become aware that a delivery has been unsuccessfully attempted and you have not been in touch with the courier, we will contact you by email to remind you. However, we are not always aware of delivery problems, and sometimes the parcel gets returned to us as having been undeliverable.
If this happens and you'd like us to send your order out again, we will have to charge you the actual shipping cost, which in almost every single case will be higher than our P&P charges. For a smaller parcel to London, for example, the price would be £8.63. If you cancel your order at this point, the total order amount will be credited to your credit card account, with the exception of the P&P charge.
Any returns charges that are incurred by us because your parcel was undeliverable, will be payable by the customer.
If you do not have an email address, please phone us to obtain your parcel's tracking information.
If your parcel is shipped via Royal Mail, please allow 7 days for delivery.
NB
Regarding deliveries either home or abroad: please be advised that we
cannot guarantee, or be held liable for, specific delivery dates. If a
parcel is delivered too late for you, and you wish to return or refuse
it, shipping and any returns charges will be deducted from your refund.
This does not affect your statutory rights.
PAYMENT
All payments to Lavender & Sage Ltd are in British Pounds Sterling only.
Cheque payments
Once your order and cheque are received, your cheque will be sent to our bank HSBC for clearing*, after which your order will be shipped. If not all items of your order are in stock, we will wait until your order can be sent complete, before presenting your cheque for clearing.
(*From the moment we send off the cheque, please allow at least 7 working days for the funds to be cleared by the issuing bank)
Credit card payments
Your payment will be processed by our bank HSBC. For security reasons none of your credit card details are stored on Lavender & Sage's systems. Even if someone managed to hack into our system, there wouldn't be anything interesting for them to find there.
However, this means that, when you place your order, you authorise a certain level of payment. Therefore, when your order needs to be changed so that it becomes more expensive, a new order will have to be entered, and your credit card details taken again.
If you have any queries, please don't hesitate to phone us on 01892 612768.
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