Terms of service

TERMS & CONDITIONS OF SALE AND WEBSITE USE

These Terms & Conditions govern your use of the Heirloom London website and any purchases made through it.

The website is operated by VEVA Ecommerce, trading as Heirloom London. Throughout these Terms, references to “Heirloom London”, “VEVA Ecommerce”, “we”, “our” or “us” refer to VEVA Ecommerce.

VEVA Ecommerce is registered in the Netherlands and operates the online store available at heirloom-london.com, offering products and associated services to customers in the United Kingdom.

By browsing our website, placing an order, creating an account or otherwise using our Services, you agree to these Terms.

These Terms apply to everyone who uses the website, including visitors, customers and people who submit reviews, comments or other content.

Please read them before using the website or ordering from us. If you do not agree with these Terms, you should not use our Services or purchase products through our website.

These Terms should be read alongside our:

• Returns, Refunds & Cancellations Policy
• Shipping Policy
• Privacy Policy
• Other notices or policies displayed on our website

Nothing contained in these Terms is intended to remove or restrict any consumer right that cannot legally be excluded.

Our online shop is hosted using Shopify Inc.'s e-commerce platform.

1. Eligibility and Acceptable Use

By using our website or placing an order, you confirm that you are legally able to enter into a binding agreement.

If you are under 18 years of age, you may only use our website with the involvement and permission of a parent or legal guardian.

You must not use Heirloom London, our products or our Services for an illegal, fraudulent or unauthorised purpose.

When using the website, you must comply with all applicable laws and regulations.

You must not introduce or distribute:

• Viruses
• Malware
• Worms
• Harmful software
• Other code intended to damage or interfere with our website, systems or the systems of another person

Serious or repeated violations of these Terms may result in access to our website or Services being restricted or terminated.

2. General Use of Our Services

We may refuse or restrict access to our Services where we have a legitimate reason to do so.

Examples may include:

• Suspected fraud
• Misuse
• Unlawful activity
• A breach of these Terms

Information transmitted through the website, other than payment-card information, may pass through different networks and may be adjusted where necessary to meet technical requirements of networks or devices.

Payment details are processed securely through authorised payment providers.

Unless we have given prior written permission, you may not copy, reproduce, duplicate, resell, sell or commercially exploit any portion of our website or Services.

Section headings are provided for readability only and do not change the interpretation of these Terms.

3. Orders and When a Contract Is Formed

Products displayed on our website represent an invitation for customers to place an order. A product listing itself is not a legally binding offer from us.

When you submit an order, you are making an offer to purchase the products included in that order.

After checkout, you may receive an automated order-confirmation message.

This confirms only that your order has been received. It does not necessarily mean that we have formally accepted the order.

A contract between you and Heirloom London is formed when we confirm that the order has been accepted or dispatched.

Before dispatch, we may reject or cancel an order for legitimate reasons, including where:

• A product is no longer available
• Payment cannot be authorised
• Billing information is incomplete or incorrect
• Delivery information is incomplete or incorrect
• An obvious pricing error has occurred
• An obvious product-information error has occurred
• We reasonably suspect fraud
• We reasonably suspect unauthorised activity
• The order appears intended for unauthorised commercial resale
• Delivery cannot be made to the address supplied
• The order breaches these Terms
• The order would breach applicable law

If payment has already been taken and we subsequently cancel an order before dispatch, the amount paid for the cancelled product or products will be refunded to the original payment method.

Adding an item to your basket does not reserve it. Products are only secured once your order has been accepted.

4. Website Information

We take reasonable steps to keep the information displayed on our website accurate and up to date.

However, website content may occasionally include errors, omissions, outdated information or incomplete information.

We may correct, modify or update website content at any time.

Unless required by law, we do not have an obligation to update historical or archived information.

5. Products, Images and Descriptions

Some products may be available exclusively online and may be offered only in limited quantities.

Returns and refunds are handled in accordance with our Returns, Refunds & Cancellations Policy, together with any statutory rights that apply to you.

We make reasonable efforts to present product colours, images, measurements, descriptions and other relevant details as accurately as possible.

Nevertheless, small differences may occur, including:

• Differences in colour caused by screens or device settings
• Minor measurement variations
• Differences resulting from lighting
• Differences resulting from photography
• Minor changes to packaging
• Minor product updates that do not materially alter the product

Product photographs are illustrative and should be considered together with the corresponding written product description.

We may limit the number of products that can be purchased by a particular customer, household, account, payment method or order.

Products may also be withdrawn, discontinued or replaced at any time.

Nothing in this section restricts your statutory rights if an item is faulty, unsafe, damaged, not as described or otherwise fails to conform to the contract.

6. Pricing and Payment

Unless stated otherwise, prices on Heirloom London are displayed in British pounds sterling (GBP).

Before an order is submitted, checkout will display the total amount payable, including applicable taxes and delivery charges collected by us.

Product pricing, promotional offers and availability may change without notice.

A later price change will not normally affect an order that has already been accepted.

Payment must be made using one of the payment methods offered at checkout.

By providing payment details, you confirm that:

• You are authorised to use the chosen payment method
• The information supplied is accurate
• Sufficient funds or credit are available to pay for the order

Independent payment providers may process transactions on our behalf.

Their own terms and privacy policies may also apply.

Before accepting or processing a transaction, payment-authorisation, identity-verification and fraud-prevention checks may be carried out.

7. Customer, Billing and Account Details

When placing an order, you agree to provide accurate, complete and current information.

This includes, where requested:

• Full name
• Email address
• Telephone number
• Billing address
• Delivery address
• Payment details

You are responsible for reviewing your information before completing checkout.

If you identify an error in your order or delivery information after ordering, you should contact us as soon as possible.

We cannot guarantee that details can be changed after an order has entered processing or has already been dispatched.

If you create an account, you are responsible for keeping your password and other account details confidential.

Where reasonably necessary to prevent fraud, abuse or unauthorised resale, we may limit or cancel orders associated with the same customer account, payment method, billing address or delivery address.

8. Delivery and Shipping

Heirloom London currently sells and delivers products to customers in the United Kingdom.

Orders are processed and delivered through our logistics and delivery network.

Information concerning processing times, estimated delivery periods, shipping charges and other delivery conditions is provided in our Shipping Policy.

Unless we expressly guarantee a specific date, all delivery times are estimates.

Delays can occur for reasons outside our reasonable control, including:

• Courier delays
• Delivery-network disruption
• Severe weather
• Public holidays
• Transport disruption
• Operational disruption
• Incorrect delivery information
• Incomplete delivery information
• Failed delivery attempts

Please notify us within a reasonable period if your order does not arrive within the expected delivery timeframe.

Risk of loss or damage will normally pass to you once the package has been delivered to you or to a person you identify as authorised to receive it.

If you nominate a third party or alternative delivery location that we did not offer, responsibility may pass once the package is delivered to that person or location.

9. Returns, Refunds and Cancellations

Product returns, order cancellations, damaged goods and refunds are governed by our Returns, Refunds & Cancellations Policy.

Approved returns must be sent only to the Warehouse Address supplied by our customer service team.

Do not send products back before:

1. Contacting customer service
2. Receiving return authorisation
3. Receiving the appropriate Warehouse Address

Products returned without prior approval or sent to an incorrect location may not be accepted or processed.

Our Company Address must not be used to return products.

Returned items must meet the return period, eligibility requirements and conditions described in our Returns, Refunds & Cancellations Policy.

Online customers may also have statutory cancellation rights where applicable.

Any additional return period voluntarily offered by Heirloom London operates alongside mandatory consumer rights and does not replace them.

Nothing in these Terms or our Returns Policy restricts your rights where goods are:

• Faulty
• Damaged
• Unsafe
• Not as described
• Not of satisfactory quality
• Not fit for their intended purpose

Refunds are handled according to our Returns, Refunds & Cancellations Policy and applicable law.

10. Website Errors and Pricing Mistakes

Our website may occasionally contain typographical errors, inaccuracies or omissions.

These may concern descriptions, measurements, prices, promotions, delivery costs, estimated delivery times or product availability.

We may correct inaccurate or incomplete information whenever necessary.

If an obvious error is identified before an order has been accepted, we may correct the information and ask you to submit the order again.

If an obvious pricing or product-information error is discovered after an order is submitted but before dispatch, we may contact you and allow you to:

• Confirm that you wish to continue using the corrected price or information; or
• Cancel the affected product or order and receive a full refund

We are not required to supply an item at an obviously incorrect price where the mistake should reasonably have been recognised as an error.

11. Discounts and Promotions

Heirloom London may from time to time provide discount codes, promotional prices, multi-buy promotions or other special offers.

Unless a promotion expressly states otherwise:

• Offers may only be available for a limited period
• Discount codes have no cash value
• Discounts cannot be added retrospectively
• Different promotional codes may not be combined
• Codes may be restricted to one use per customer or order
• Certain products may be excluded
• A minimum order value may apply

We may change or withdraw a promotion before an order is placed.

This will not normally affect an already accepted order where a valid promotion was successfully applied.

A promotional discount may be rejected or cancelled where we reasonably believe it resulted from fraud, misuse, technical manipulation or an obvious error.

12. External Tools and Services

Our website may provide access to software, applications, tools or other services supplied by third parties.

We do not control those third-party services and cannot guarantee that they will always be available, accurate, secure or appropriate for your intended purpose.

Your use of an external tool may be governed by separate terms and privacy policies issued by the relevant provider.

To the extent permitted by applicable law, we are not responsible for loss caused solely by an independent third-party service outside our control.

Any additional tools, functionality or Services introduced on our website in the future will also be subject to these Terms.

13. Links to Third Parties

Heirloom London may contain links to websites operated by independent third parties.

Such links may be included for convenience or informational purposes.

Unless we clearly state otherwise, we do not control or endorse third-party websites, products, services, content or practices.

Before using a third-party website or entering into a transaction through it, you should review its own terms, privacy policy and other relevant information.

We are not responsible for transactions entered into directly between you and an independent third party.

14. Reviews, Feedback and Customer Content

Our website may allow customers or users to submit reviews, comments, photographs, feedback, suggestions or other content.

By submitting content, you confirm that the material:

• Is accurate and reflects your genuine experience
• Does not infringe another person's intellectual-property rights
• Does not infringe privacy or other legal rights
• Is not unlawful, threatening, abusive, defamatory or discriminatory
• Does not contain malware or spam
• Is not deliberately misleading
• Does not impersonate someone else
• Does not disclose another person's private information without permission

You retain ownership of original content that you submit.

However, by providing content to us, you grant Heirloom London and VEVA Ecommerce a non-exclusive, worldwide, royalty-free licence to use, reproduce, edit, translate, publish and display that content in connection with our business, website, advertising and social media, subject to applicable law.

We may refuse or remove submissions that violate applicable law, our content standards or these Terms.

We do not guarantee that every submission will be displayed or receive a response.

15. Intellectual Property Rights

Unless stated otherwise, the website and its content are owned by or licensed to VEVA Ecommerce.

This includes written content, graphics, logos, product photographs, product descriptions, designs, layouts, icons, videos and software.

The Heirloom London name, branding and associated materials may not be used without our prior written permission.

The website may only be used for personal, non-commercial shopping purposes.

Without written approval from us, you must not:

• Reproduce or copy substantial portions of the website
• Republish website content
• Sell or license website content
• Commercially exploit website content
• Remove copyright or ownership notices
• Scrape or extract website data using automated tools
• Use our name or branding in a manner suggesting an unauthorised relationship with us

Nothing in these Terms transfers ownership of our intellectual property to you.

16. Privacy and Personal Information

The collection and processing of your personal information are governed by our Privacy Policy.

When you use our website or place an order, you acknowledge that personal information may be processed as explained in that policy.

Payment information may be processed directly by authorised payment providers and may therefore not be stored by us in full.

Please review our Privacy Policy before submitting personal information.

17. Activities That Are Not Permitted

You must not use Heirloom London or its content:

• For unlawful or fraudulent purposes
• In violation of applicable legislation
• To infringe our rights or the rights of another person
• To harass, threaten, abuse or discriminate
• To submit deliberately false or misleading information
• To distribute malware, viruses or harmful code
• To collect personal data without permission
• To send spam, phishing messages or unsolicited communications
• To interfere with website operation or security
• To obtain unauthorised access to an account or system
• To scrape, crawl or copy the website automatically without permission
• To make fraudulent purchases
• To misuse promotional offers
• To impersonate an individual or organisation

We may restrict or terminate website access where we reasonably believe these restrictions have been violated.

18. Website Operation and Availability

We aim to keep Heirloom London available and functioning properly.

However, we do not guarantee uninterrupted, continuous, secure or error-free access.

We may suspend, limit or modify all or part of the website for reasons including:

• Maintenance
• Security work
• Technical issues
• Operational changes
• Business changes
• Legal requirements
• Regulatory requirements

Features may also be changed, removed or discontinued.

Where reasonably possible, changes will not affect orders that were already accepted before the change.

19. Statutory Consumer Rights

Nothing in these Terms excludes or restricts any legal consumer right or remedy that cannot legally be excluded.

Products sold to consumers must comply with applicable consumer-protection requirements.

Any statement that a website feature or external service is supplied on an “as available” basis does not remove your statutory rights concerning products purchased from us.

Unless expressly stated otherwise, our products are supplied for normal personal and household use.

20. Our Liability

Heirloom London is responsible for loss or damage that is a foreseeable consequence of our breach of these Terms or our failure to use reasonable care and skill.

Loss is considered foreseeable where it was obvious that it could occur or where both you and we knew that it might happen at the time the contract was entered into.

To the extent permitted by law, we are not responsible for losses that:

• Were not reasonably foreseeable
• Resulted from incorrect information supplied by you
• Were caused by events outside our reasonable control
• Could reasonably have been prevented by following instructions we provided
• Relate to business or commercial use where a product was primarily purchased for personal use

Nothing in these Terms limits or excludes liability for:

• Death or personal injury caused by our negligence
• Fraud
• Fraudulent misrepresentation
• Deliberate breach of our obligations
• Breach of mandatory consumer rights
• Any other liability that the law does not permit us to exclude

Your statutory consumer rights remain unaffected.

21. Business or Commercial Use

Where you use our website for business or commercial purposes, you agree to compensate VEVA Ecommerce, trading as Heirloom London, for reasonable losses, liabilities, costs and damages arising directly from:

• Your unlawful use of our website
• A material breach of these Terms by you
• Your infringement of another person's legal rights

This provision does not apply in a manner that would unfairly limit the statutory rights of an individual consumer.

22. Circumstances Beyond Our Reasonable Control

We will not be responsible for failure or delay in performing an obligation where that failure or delay results from events outside our reasonable control.

Examples may include:

• Natural disasters
• Severe weather
• War
• Terrorism
• Civil unrest
• Government restrictions
• Epidemics or pandemics
• Logistics or operational disruption
• Transport or courier disruption
• Industrial action
• Internet, telecommunications or payment-system failures
• Supply-chain disruption

We will take reasonable steps to minimise the consequences of such an event.

Where circumstances outside our control cause a substantial delay, you may have the right to cancel the affected order in accordance with applicable law.

23. Suspension or Termination of Access

These Terms remain applicable for as long as you use our website or Services.

You may stop using Heirloom London at any time.

We may suspend or terminate your access where we reasonably believe you have seriously or repeatedly breached these Terms, used the website fraudulently or unlawfully, attempted to interfere with the website, created a security risk, or abused our promotions or Services.

Termination does not affect obligations, rights or liabilities that arose before termination.

Loss of website access does not remove any obligation to pay for a valid order that had already been accepted.

24. Severability and Waiver

If any provision of these Terms is found to be unlawful, invalid or unenforceable, only the minimum necessary part of that provision will be restricted or removed.

The remaining Terms will continue to apply.

If we do not immediately enforce a right or provision, this does not mean that we have waived that right.

A waiver is only effective if it is expressly confirmed by us in writing.

25. Entire Agreement

These Terms, together with the policies and other information referred to within them, form the agreement between you and us concerning your use of Heirloom London and your purchase of products through our website.

They replace previous versions of the Terms relating to the same subject matter.

Nothing in this section excludes liability for fraud or fraudulent misrepresentation.

26. Governing Law and Disputes

These Terms and contracts formed between you and VEVA Ecommerce are governed by the laws of the Netherlands.

If you are a consumer resident in the United Kingdom or another country, you remain entitled to any mandatory consumer protections under the laws of your country of residence that cannot legally be excluded by agreement.

The courts of the Netherlands have non-exclusive jurisdiction over disputes concerning these Terms.

Where consumer-protection law permits, consumers may also bring proceedings before another court with appropriate jurisdiction.

Before starting formal legal proceedings, we encourage you to contact us so that we can first attempt to resolve the matter directly.

27. Changes to These Terms

We may revise these Terms periodically.

Changes may be made to reflect changes to our business, Services, website, applicable legislation, regulatory developments, security or technical requirements, or improvements to customer information.

The latest version will be displayed on this page together with an updated revision date.

Revised Terms will not normally apply retrospectively to orders that have already been accepted unless applicable law requires otherwise or you and we agree otherwise.

If you continue using the website after updated Terms have been published, the revised Terms will apply to your future website use and future purchases.

Contact & Company Details

Email: info@heirloom-london.com
Phone:

Customer Service Hours

Monday to Friday: 9:00am–5:00pm (GMT/BST)
Saturday and Sunday: Closed

Business Information

Store name: Heirloom London
Warehouse Address: 
Company name: VEVA ECOMMERCE
Company number: 99916959
Company Address: Wethouder Kortingstraat 6, 5854PN Bergen L, The Netherlands