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Terms & Conditions

This website is a site operated by Ilana Ltd a company registered in England and Wales under company number 12785403.

These are the terms and conditions on which to your use of our website https://www.ilana.uk, any of its sub-domains operated by us or on our behalf and any mobile device application developed by us or on our behalf (together, the "Websites" and “Website” being a reference to any one of them) and the other services that we provide (the "Services").

Please read these terms carefully before you submit your order. If you continue using our site, you confirm that you accept these terms of use and that you agree to comply with them. If you do not agree to these terms, you must not use our site.

When we refer to "we", "us" or "our", we mean Ilana Ltd. Where we refer to "you" or "your" we mean you, the person using the Services.

Information about how to contact us

How to contact us. You can contact us by telephoning our customer service team at 0203 916 5397 or by writing to us at hi@ilana.uk.

How we may contact you. If we have to 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.

"Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

Our Service to you

We provide the Services to you through the Website. When you purchase products using the Website, you are purchasing them from the third party brands ("Brand Partner(s)") named on the Website. When you purchase products from a Brand Partner the you are entering into a contract with the relevant Brand Partners and not us.

We are acting as agent on behalf of the Brand Partners, which are the principals. We are authorised by the relevant Brand Partners to conclude the contract on their behalf but we are not a party to that contract and you are not purchasing the products from us.

We will ensure that Brand Partner do not offer for sale products that are damaged, faulty or are do not correspond with industry standards for sale. If an item you have ordered is not as described, damaged, faulty or of a lower quality, you are entitled to return the item to us and we will liaise with the Brand Partner on your behalf. Once the item is received by the relevant Brand Partner, you will receive a full refund of the defective product, or alternatively a discount, replacement or repair for the item where possible, agreed on a case by case basis by us. We will refund you any applicable delivery charges and any reasonable costs you incur in returning the products.

Your Order

It is your responsibility to ensure your order contains the correct information, you must check your order and correct any errors before completing your purchase.

Your order will be deemed acceptance, when you receive email confirmation that your order has been accepted by the relevant Brand Partner, at which point a contract will come into existence between you and us.

If Brand Partners are unable to accept your order, we will inform you of this 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 Brand Partners could not reasonably plan for, or 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.

You will be assigned an order number to your order and tell you what it is when your order is accepted. It will help us if you can tell us the order number whenever you contact us about your order.

Products

The images of the products on our Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

Whilst every effort is made for all descriptions of products on our Website, however, as the descriptions are based on information provided to us by the Partners (who remain responsible for them), we cannot guarantee that all details are always accurate, complete or error free.

If you order a product that is made to order, you are responsible for ensuring that the measurements you have provided are correct.

Your rights to make changes

If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of delivery or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 9- Your rights to end the contract).

Providing the products

The costs of delivery will be as displayed to you on our Website.

When your order is accepted, an estimated delivery date will be stated in your order confirmation email. Please note, delivery times may vary depending on the availability of the products and your delivery address. delivery times, including for same day delivery, are estimates only and cannot be guaranteed. It is the relevant Brand Partners (and not us) responsibility to arrange the delivery of your order, so your order may arrive in multiple deliveries and at different times.

We require all our Brand Partners to ensure that orders are delivered by the estimated delivery date if given,) but there may be circumstances where delivery is delayed because of events beyond the reasonable control of our Brand Partners. If delivery of the products is delayed by an event outside our Brand Partners 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.

If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

If the second delivery attempt is unsuccessful, we’ll return your order to the Brand Partner and process a refund in line with our refunds policy.

Your rights to return products

You have a legal right to return your order. This means that, if you change your mind or for any other reason you decide you do not want to keep the purchased products, you can notify us of your decision to return the products. Once the products are returned to the relevant Brand Partner you will receive a full refund, including the original delivery costs.

You must return your products within 28 days of the item being delivered to you. We will give you a full refund by way of the original payment method if them item is still in its original condition, subject to the returns policy below, we will process a refund.

At our sole discretion we may refuse to accept items returned after the above returns period above. If you return an item outside the above returns period, we at our sole discretion may accept your unwanted item and issue you with a gift voucher for the amount equivalent to the price you paid for the item.

Cancelling a contract under the consumer contracts regulations - If you are a customer based in the EEA, you are entitled to cancel your order within 14 days from the date after you receive you items.

Returning products

Your returned items must comply with our returns policy:

Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.

Item must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.

please take care not to mark the soles or damage the shoe box.

security tag or brand tag attached, it must be returned with the tag in its original position.

Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.

Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.

Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.

Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you.

Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it

How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment.

We will make any refunds due to you as soon as possible. In any event, we aim to process your refund within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

Our rights to refuse or cancel an order

We may refuse or cancel an order an order (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account. You can get in touch with at any time, if you think we have cancelled your order in error.

If there is a problem with the product

How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 0203 916 5397 or write to us at hi@ilana.uk.

Price and payment

price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We use our best efforts to ensure that the price of the product advised to you is correct. However please see clause 13.3 for what happens if we discover an error in the price of the product you order.

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.

What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. 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. [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.

When you must pay and how you must pay.

For goods, you must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.

Our responsibility for loss or damage suffered by you

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable]. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence tors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products

We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

How we may use your personal information

We use a third party company Stripes to process payments, and will only use your personal information as set out in Stripes Privacy Policy [here]..

Intellectual Property

We are the owner or the licensee of all intellectual property rights in the Website and its content (such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations and software including the presentation and compilation of the same) ("Content"). The rights in the Website and the Content are protected by international copyright laws as well as by any relevant national law concerning copyright, authors' rights and database right laws. All such rights are reserved.

You must not systematically extract and/or re-utilise parts of the Website or the Content. In particular, you must not use any data mining, robots, or similar data gathering and extraction tools to extract (whether once or many times) for re-utilisation any substantial parts of the Website. You must not create and/or publish your own database that features substantial parts of the Website (e.g. our prices and product listings) without our prior written consent.

Except where expressly stated to the contrary, all persons (including their names and images), third party trademarks and images of third party products, services and/or locations featured on the Website are in no way associated, linked or affiliated with us. Any trademarks/names featured on the Website are owned by the respective trademark owners.

Other important terms

Severability - Each of the sections and paragraphs of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining sections and paragraphs will remain in full force and effect.

Waiver - If you breach these Terms and Conditions and we take no action, or if we delay in taking action, that does not mean that we have waived our rights and we will still be entitled to use our rights and remedies. If we do waive a breach by you, we will only do so in writing (signed by one of our Directors), and that will not mean that we will automatically waive any later breach by you.

Entire agreement - These Terms and Conditions constitute the entire agreement between you and us and they supersede any and all earlier agreements between you and us.

Events outside of our control - We and the Brand Partners will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations to you if such failure or delay is caused by an event outside of our control.

An event outside of our control means any act or event beyond our or the Partners reasonable control such as act(s) of God, wars, terrorist attacks, embargos, riots, strikes, lock-outs, trade disputes, fires, floods, earthquakes or other natural disasters, break-down, inclement weather, interruption of transport, Government action or failure of public or private telecommunications or transport networks.

If such an event takes place and it affects the performance of our or the Partners’ obligations to you: (i) we will contact you as soon as reasonably possible to notify you; and (ii) our and the Partners’ obligations to you will be suspended for the duration of the event. Where the event affects delivery of products to you, we will contact you to arrange a new delivery date after the event is over.

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.

© 2021 Ilana Ltd.
Ilana is a registered trademark of Ilana Ltd.
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