Terms & Conditions

Terms and Conditions
1. THESE TERMS
What these terms cover. 
These are the terms and conditions on which we supply products to you. 
These Terms and Conditions will be part of the contract between you, the customer, and Festive Felt®.

Why you should read them. 

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

Information about Festive Felt and contact details.

Who we are: Festive Felt’s business address is P.O. Box 336, Bexhill on Sea, East Sussex, TN40 9LE.

How to contact us: Customers can use the ‘contact us’ form on our website or email: CustomerFelt@outlook.com.

How we will contact you: If we must contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2. CONTRACT OF SALE
All orders that you place on this website will be subject to acceptance in accordance with these Terms and Conditions.

When you place an order to purchase a product from us, we will send you an e-mail confirming receipt of your order, with the details of your order. The final acceptance of your order will be complete at the time we send you a dispatch confirmation email, at which point a contract will come into existence between you and us. Any products from the order, not confirmed in the invoice enclosed with the dispatch confirmation email, will not have been purchased and paid for.

If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

Products will only be dispatched after full payment has been received. Where we are unable to fulfil all, or part, of an order the customer will be reimbursed accordingly.

3. DISPLAY ON THE WEBSITE

We have made every effort to display as accurately as possible the appearance, colours, textures or finishes of our products that appear on the website. What you see will depend on your monitor and computer equipment, we are therefore unable to guarantee that the product images are an accurate representation of the actual merchandise.

All products are sold as one piece and the price displayed is for one unit, unless otherwise stated in the product description that the product is a set and contains multiple pieces.

4. PROVIDING THE PRODUCTS

We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order (unless otherwise agreed with you).

If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

You will become responsible for the products from the time we deliver the product to the address you gave us with your order.

5. PRICES and AVAILABILITY

All prices are given in Pound Sterling (£) and are inclusive of VAT. The prices do not include delivery charges, which are added to your order at checkout.

Delivery terms and charges are set out in section 8 below and information can be found in the Delivery & Returns page.

Prices may change and offers may be withdrawn at any time. Customers are encouraged to check our website before placing any order, as it is regularly updated.

Although we try to ensure that all prices displayed on our website are accurate, errors may sometimes occur. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. You will have the option to reconfirm your order at the correct price or cancel it. If we are unable to contact you, we will consider the incorrectly priced item as cancelled.

If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

All displayed products are subject to availability. You may still order out of stock products if we have more on order - you will not be charged for these until we dispatch them.

6. PROMOTIONS

We may issue a promotion as a reward that can be used to reduce the price of specified products. You can only use one promotion code per order. You must enter the code that you want to apply when placing an order.

The terms and conditions of each promotion may vary, some codes may only be valid for certain items and most codes will have an expiry date. You are encouraged to check the terms and conditions of any promotions received.

If you receive a unique promotion code, it is for your use only and may not be passed on to third parties to use. If we think there is, or has been, a misuse of a promotion code, we will cancel the promotion code.

In situations where a gift or reward bundle are applicable, we are only able to fulfil such promotions while stocks last. 

7. PAYMENT TERMS

We will take full payment when we accept your order. Full payment must be received for your order before it is dispatched.

We accept payment with Visa, Mastercard and PayPal.

While every effort is made to send complete orders, we reserve the right to make part deliveries.

We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

Please note that for deliveries outside of the UK our prices do not include customs or import duties which may apply to your order (as imposed by the relevant authorities). We have no control over these, and it is therefore your separate responsibility to pay for them. We recommend that you check with your local customs office in advance.

8. DELIVERY CHARGES

Orders will be subject to usual UK VAT charges.

Please see our Delivery & Returns page for delivery charges.

9. RETURNS

We want you to be delighted with your purchase.  That is why we take great care in selecting only the very best quality of felt decorations.

Your order is hand-picked by one of our team and the quality of each item is checked before we carefully pack the item.  Every parcel is carefully packed to ensure as far as possible that no harm can come to items during transit.

Any returned items must be sent back in their original condition, including labelling. 

To receive any refund, the returns form provided in your parcel must be fully completed and included within the return parcel.

Comprehensive Returns information can be found in the Delivery & Returns page.

10. USE OF COOKIES

Festive Felt website uses two kinds of cookies - these are small files that are stored on your computer or mobile device as you browse certain web pages - most websites use some kind of cookie data in order to work properly.

Session cookies are temporary cookies that only remain for the duration of your website visit. We use these mainly to keep track of whether you are logged in or out, and what items are in your basket so we can keep them there for your next visit (up to 7 days).

Persistent cookies remain for much longer and use these mainly for analytical purposes so we can track how our customers are using the website in order to improve our service to you.

Cookies do not store personal information such as credit card details and we will never use cookies in relation to your personal information.

By using the Festive Felt website you agree to us using cookies in this way. You can disable cookies in your browser; however, the website may not function properly.

11. PRIVACY

For details of how we collect and use any personal information, please see our Privacy Policy page.

12. YOUR RIGHT TO END THE CONTRACT

Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it and when you decide to end the contract:

• if what you have bought is faulty or misdescribed you may have a legal right to end the contract, see section 15.
• if you want to end the contract because of something we have done or have told you we are going to do, see 1 below,
• if you have just changed your mind and want to cancel, see 2 below.

(a) Ending the contract because of something we have done or are going to do. If you are ending the contract for a reason set out below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

• we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed,
• there is a risk that supply of the products may be significantly delayed because of events outside our control, or
• you have a legal right to end the contract because of something we have done wrong.

(b) Exercising your right to change your mind and cancel. For most products bought online you have a legal right to change your mind and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

You don’t have a right to change your mind in relation to contracts for the supply goods which are made to your specification or are clearly personalised.

How long do I have to change my mind and cancel? You will have 30* days after the day you (or someone you nominate) receives the products (unless the products are split into several deliveries over different days, in which case you have until 30* days after the day you (or someone you nominate) receives the last delivery). (* this gives you more time than the 14 days you would normally be given under the Consumer Contracts Regulations 2013)

13. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)

To end the contract with us, please let us know by doing one of the following:

Phone customer services on +44 07909 664470 or,

Email us at CustomerFelt@outlook.com

Write to us at: P.O. Box 336, Bexhill on Sea, TN40 9LE.
Please provide your name, home address, details of the order and, where available, your phone number and email address.

If you end the contract for any reason after products have been dispatched to you or you have received them, you must return everything to us.

You must post all products received back to us at: Festive Felt, P.O. Box 336, Bexhill on Sea, TN40 9LE.

If you are exercising your right to change your mind, you must send off the products within 14 days of telling us that you wish to end the contract.

We will pay the costs of return:

• if the products are faulty or misdescribed,
• if you are ending the contract because of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong,
• in all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

All returns should be sent via Royal Mail UK Standard postage, we will not pay the costs of returns more than this standard postage rate.

We will refund you the price you paid for the products including any relevant delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

Deductions from refunds if you are exercising your right to change your mind and cancel your order. If you are exercising your right to change your mind:

• we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount, and
• the maximum refund for delivery costs will be the costs of delivery by Royal Mail UK Standard postage. For example, if we offer delivery of a product by Royal Mail UK Standard postage but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind and cancel your order, then your refund will be made within 14 days from the day on which we receive the product back from you.

14. OUR RIGHTS TO END THE CONTRACT

We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

• you do not make payment to us when it is due,
• you do not, within a reasonable time, allow us to deliver the products to you; or,
• you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to deliver the products, for example, your full delivery address if you have failed to include this in your order details.

You must compensate us if you break the contract. If we end the contract in the situations set out above, we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

15. IF THERE IS A PROBLEM WITH THE PRODUCT

If you have any questions or complaints about a product, please contact us.

We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 04 05 06.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

• Up to 30 days: if your goods are faulty, then you can get an immediate refund.
• Up to six months: if your goods cannot be repaired or replaced, then you are entitled to a full refund, in most cases.
• Up to six years: if your goods do not last a reasonable length of time, you may be entitled to some money back.

Your obligation to return rejected products. If you wish to exercise your legal rights to reject products, you must post them back to us.

16. OTHER IMPORTANT TERMS

Nobody else has any rights under this contract. This contract is between you and us (Festive Felt). No other person shall have any rights to enforce any of its terms.

If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the products, we can still require you to make the payment at a later date.

Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law, and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

17. OTHER

We may change these Terms and Conditions at any time. If any of these Terms and Conditions are invalid or unenforceable, the remainder of these Terms and Conditions shall continue to have full force and effect.