Terms and conditions, including refund and return information
Where to find information about us and our products
Your purchase is subject to these terms and conditions. You can find everything you need to know about us, Lou Loves Books, and our products on our website before you order.
We also confirm the key information to you in writing after you order by email AND/OR in your online account.
When you buy from us, you agree that:
• We only accept orders when we’ve checked them.
• Sometimes we reject orders.
• We charge you when you order.
• We charge interest on late payments.
• We pass on increases in VAT.
• We’re not responsible for delays outside our control.
• Products can vary slightly from their pictures.
• You’re responsible for making sure your measurements are accurate.
• If you bought online, you have a legal right to change your mind.
• You can end an ongoing contract.
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We can end our contract with you.
• We don’t compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Policy.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.
We only accept orders when we’ve checked them
We contact you to confirm we’ve received your order and we accept it when we dispatch or supply the product and confirm dispatch or supply to you.
Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because we can’t verify your age (where the product is age-restricted), because you are located outside the UK OR our delivery areas, as stated on our website OR because the product was mis-priced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We charge you when you order
However, for some products, we take payment at regular intervals, as explained to you during the order process. You will own any goods we supply to you once we have received payment for them in full.
We charge interest on late payments
If we’re unable to collect any payment you owe us, we charge interest on the overdue amount at 2daily% a year above the Bank of England base rate from time to time. This interest accrues daily from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
We pass on increases in VAT
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
We’re not responsible for delays outside our control
If an event outside our control delays our supply of your product, for example, due to strike action or severe weather, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial, you can contact us at loucollins@loulovesbooks.com OR via our contact page [CONTACT] to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.
Products can vary slightly from their pictures
A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. Because our products are custom made, all sizes, weights, capacities, dimensions and measurements shown on our website can be out by up to 5%.
You’re responsible for making sure your measurements are accurate
If we’re making or supplying the product based on measurements, you’re responsible for making sure those measurements are correct. Find sizing information on our website.
If you bought online, you have a legal right to change your mind
Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
This does not affect your legal rights if there is something wrong with your product (for more on those rights see You have rights if there is something wrong with your product).
When you can’t change your mind. You can’t change your mind about an order for:
• digital products, after you have started to download or stream these;
• products sealed for health protection or,for hygiene, once these have been unsealed after you receive them;
• sealed audio or sealed video recordings or sealed computer software. Once these products are unsealed after you receive them;
• goods that are made to your specifications or are clearly personalised; and
• goods which become mixed inseparably with other items after their delivery.
The deadline for changing your mind. If you change your mind about a product, you must let us know no later than 14 days after:
• the day we deliver your product, if it is goods, for example,we split the goods a mug. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If we split the goods into several deliveries over different days, the period runs from the day after the last delivery.
• the day we confirm we have accepted your order, if it is for digital content for download or streaming (for example, an eBook), although you can’t change your mind about digital content once we have started providing it.
How to let us know. To let us know you want to change your mind, contact us at loucollins@loulovesbooks.com OR via our contact page: [CONTACT]
You have to return the product at your own cost. If your product is goods, for example, a mug, you have to return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can:
• contact us at loucollins@loulovesbooks.com OR via our contact page. You will need your email receipt and the card you paid with.
• For help with returns, contact us at loucollins@loulovesbooks.com OR via our contact page [CONTACT] and we will confirm the return details. When you send the product back to us using an established delivery service, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time, we won’t refund you the price.
We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.
We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.
When and how we refund you. If your product is a service, digital content or goods that haven’t been delivered, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.
You can end an ongoing contract (find out how)
We tell you when and how you can end an ongoing contract with us (for example, a subscription to digital content or goods) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have questions, please contact us at loucollins@loulovesbooks.com OR via our contact page: [CONTACT]
You have rights if there is something wrong with your product. If you think there is something wrong with your product, you must contact us at loucollins@loulovesbooks.com OR via our contact page: [CONTACT] We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember, too, that you have several options for resolving disputes with us.
We can change products and these terms
Changes we can always make. We can always change a product:
• to reflect changes in relevant laws and regulatory requirements;
• to implement minor technical adjustments and improvements, for example, to address a security threat. These are changes that don’t affect your use of the product; and
• to update digital content, provided that the digital content always matches its description as provided to you before you bought it. We might ask you to install these updates.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us if:
• you don’t make any payment to us when it’s due and you still don’t make payment within 7 days of our reminding you that payment is due;
• you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, a working e-mail address;
• you don’t, within a reasonable time, allow us to deliver the product to you within 14 days then (unless the product is made to your specifications or is clearly personalised) we treat your order as cancelled and refund the purchase price, see If you bought online you have a legal right to change your mind.
We don’t compensate you for all losses caused by us or our products
We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section, we’re not responsible for delays outside our control.
• Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft, or profession.
We use your personal data as set out in our Privacy Policy
How we use any personal data you give us is set out in our Privacy Notice: [PRIVACY POLICY]
You have several options for resolving disputes with us
Our complaints process. Please contact us at loucollins@loulovesbooks.com OR via our contact page [CONTACT], and we will do our best to resolve any problems you have with us or our products.
You can go to court. English law governs these terms and wherever you live, you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
