Terms & Conditions Delivery & Shipping Returns Delivery Details Cancellation Policy Customer Service Privacy Policy
MISSOMA TERMS & CONDITIONS OF SALE
TERMS & CONDITIONS
You are connected to the User Agreement for Missoma Limited, registered in England and Wales with the company registration number 07507021, and having its registered address at 57d Hatton Garden, London EC1N 8JD. This service is operated by Missoma Limited (Missoma Limited and Missoma.com each separately and together in this Agreement, “we”, “us” or “our”).
MISSOMA LIMITED (“the Company” or “Missoma”) contracts are made and orders accepted only upon and subject to these terms and conditions of business (“Terms”).
These Terms do not affect your statutory rights in any way.
Thank you for visiting our Web Site ("Site"). YOU SHOULD READ THESE TERMS CAREFULLY BEFORE USING THIS SITE. By using this Site, you agree to comply with, and be bound by, these Terms. The Company may, from time to time, change these Terms at its sole discretion. By using this Site after any such change, you agree to comply with, and be bound by, the Terms as changed. Please review it occasionally to remain informed.
ONLINE ORDERS
Payment in whole by credit card or debit card is required before dispatch of the goods.
Once payment has been received by us we will confirm that your order has been accepted by sending a confirmation email to you at the email address you provide in your online order form.
Goods supplied by Missoma to customers remain the property of the Company, until paid for in full by the customer.
TELEPHONE ORDERS
Orders can be placed, and credit card details processed, over the telephone by calling the Customer Service Team on +44 (0)20 7025 2513.
These Terms apply to telephone orders also.
PRICES
Orders are subject to acceptance by the Company and to availability of the goods, and will be invoiced at prices set out in our website at the time of purchase.
All of our prices are listed in Pounds Sterling, and you will be invoiced in Pounds Sterling.
If you are purchasing goods from outside the UK, currency fluctuations and credit card charges may affect the amount billed on your credit card.
PROMOTIONAL CODES
We may from time to time offer promotional discount codes (either directly or via third parties), which may apply in respect of any, or certain, specified items on the Website. Such codes may only be applied to purchases of full-price items and cannot be used in conjunction with any other offer or discounts.
VAT FREE SALES
Non-EU orders are exclusive of VAT (at 20%).
The VAT element will automatically be deducted at the Checkout stage, when a non EC delivery address is given.
Please note you will be liable for import duties in the usual way and your local customs office should be able to help you with this.
PAYMENT DETAILS
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We accept the following methods of payment:
Visa, Visa Debit, Maestro, MasterCard, and Switch.
QUALITY
All goods sold by Missoma meet statutory requirements. However, Missoma cannot accept responsibility where goods supplied are subject to further processing or repackaging by the customer.
Please note that all items are hand-crafted from natural materials and as such their composition and colour may vary slightly from the image shown, in particular natural gemstones which can have slight inclusions. There may also be minor variations in actual dimensions and specifications.
PHOTOGRAPHY
Some items may appear slightly larger or smaller than actual size due to screen defaults and photography techniques. Other items may be represented at a larger than actual size in order to clearly show details or smaller than actual size in order to show the entire item.
Every effort has been made to illustrate colours accurately but this is not always possible with digital reproduction on different web browsing platforms. Hence, there can be no guarantee that the true colour of the jewellery will be exactly as shown.
DELIVERY & SHIPPING:
Summary of Delivery Charges:
UK Standard Delivery: £3.00 by Royal Mail Recorded Delivery (2-3 working days)
UK Next Working Day Delivery: £8.00 by Royal Mail Special Delivery
(if ordered before 1pm – excludes deliveries on Sundays & Bank holidays): London Same Day Delivery: £20.00 by Courier (if ordered before 1pm – excludes Saturday and Sunday)
Overseas Deliveries (outside of the UK & Ireland): £20.00 by Parcelforce (1-3 working days to Europe; 3-5 working days to the rest of the world)
DELIVERY DETAILS:
We will deliver the goods ordered to the address you give us for delivery at the time you make your order. It is your responsibility to ensure that the delivery address you give us is correct and accurate and that someone is there to sign for, and take delivery of, the goods.
UK deliveries:
All UK orders will be delivered using Royal Mail, or an alternative carrier in the event of Royal Mail industrial action. There are 2 UK delivery options:
UK Standard Delivery: Sent by Royal Mail Recorded Delivery - £3.00
UK Next Day Delivery: Sent by Royal Mail Special Delivery – guaranteed by 1pm next day - £8.00
Orders received before 1pm will be processed for next working day delivery.
Your Special Delivery tracking number will be emailed to you when your order is dispatched so that you can easily track your parcel.
You will need to be present to sign for the goods so please bear this in mind when giving your delivery address (home or work).
In the event that no-one is available to receive a Special Delivery item, a card will be left providing you with the option to have the item re-delivered at a later date or to collect your parcel from your local collection depot.
London same day Courier: We offer a same day delivery service via Courier to all London postal codes for a fixed charge of £20.00. This service is available for orders received (and payment cleared) by 1pm for London Same Day Delivery.
Overseas deliveries:
Deliveries outside of the UK & Ireland will be sent via Parcelforce - £20.00
All deliveries to overseas addresses will be sent via Parcelforce. Your tracking number will be emailed to you once your order is dispatched: you can check on the status of your parcel at any time by going to HYPERLINK "http://www.parcelforce.com" www.parcelforce.com and entering your tracking number (alternatively, email us at shop@missoma.com quoting your tracking number and we will chase up your parcel for you).
Deliveries to Europe and the US will arrive within 1-3 working days;deliveries to the Middle East & Asia will arrive within 2-3 working days; or up to 7 working days for the rest of the world. Please note, some more remote locations may take slightly longer than quoted.
Again, parcels will need to be signed for in person so please ensure there will be someone at the delivery address to accept delivery (at home or work). If you are not present when your parcel is delivered, the courier company will leave a calling card and you will be able to reschedule your delivery for a more convenient time.
Please note that the customer will be responsible for all duties and taxes incurred in the country of destination.
If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then you will be responsible for the repeat delivery costs.
SHIPPING INFORMATION
We aim to deliver all orders within 3 working days maximum, unless outside of Europe, the Middle East or the US, or we have contacted you and agreed alternative terms.
We will endeavour to dispatch all orders within 1 working day subject to product availability and clearance of payment.
Items being sold online should be available in stock, but if an item has just sold out we will notify you of this and inform you by email of the delivery time (this can take from 3 to 8 weeks if it has to be re-ordered and made especially for you.)
We are not liable for damage incurred to goods in transit or for non-delivery.
You will become the owner of the goods you have ordered once they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
RETURNS:
You are entitled to return any item bought on missoma.com, for any reason, within 14 days of the date of delivery and receive a full refund (less any postage / shipping charges).
To return an item you must have a Return Authorisation Code (RAC), which can be obtained by emailing us at shop@missoma.com within 7 days of receiving your order, stating your Order Number and reason for return.
For orders outside of the EU, Missoma cannot refund any sales tax or customs duties payable.
We request that any items returned in their original Missoma packaging and in the condition in which they were received. We cannot accept returned items that have been worn or have had the security tag removed.
Please pack the items carefully fill in the Return Docket that will be emailed to you. We recommend that you use a recorded delivery service (eg. Royal Mail Recorded or Special Delivery) for your own protection.
We strongly advise all customers to check their purchase thoroughly upon delivery before removing any attached tags.
In the event of failure to return any item to us within the time limits stated, even though validly cancelled, we reserve the right to charge any costs of recovery of the goods.
To return an item, please send it back to the following address:
Missoma Ltd.
Returns Department
57d Hatton Garden
London EC1N 8JD
United Kingdom
We cannot accept responsibility for any items lost or stolen in transit if they are not sent back via Royal Mail Recorded or Special Delivery. Please note that unidentified returns will be returned to the sender and will not be refunded. Any item returned after the given time period will only be refunded at Missoma’s discretion.
Returns from Overseas:
The same Returns process as for the UK applies except:
You will be responsible for arranging to have the item(s) returned to us, and for any costs incurred. We would strongly recommend that you use FedEx to return your items to us, as we are not responsible for any items which do not reach us. Please ensure that you write clearly on the FedEx paperwork that the item is being returned, and send to: Missoma, 57d Hatton Garden, London EC1N 8JD, UK.
You are responsible for any carriage costs incurred in returning your jewellery. Please also complete the Returns Form we will email you with your RAC number. Please put the item in the original packaging and seal it securely.
Once we have received the returned item, we will confirm receipt of the parcel.
Returning Faulty Goods:
In the rare and unlikely event that you receive a damaged or faulty item, please follow the standard Returns Policy as detailed above.
Faulty items will only be accepted if the goods are delivered to the customer damaged. All items returned as faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Postage / shipping costs will be refunded on any faulty goods.
Where possible, items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with a guarantee.
Please note, it may be possible for us to repair items which have suffered wear and tear. There will be a charge for this service, which is to cover the cost of shipping and any other repair costs incurred.
REFUNDS
Refunds will be made within 2 working days of receipt of the returned goods. All undamaged, correctly returned products will be credited to the original purchaser’s credit card. Refunds do not include postage / shipping costs.
This returns policy does not affect your statutory rights.
If you have any questions on returns, please call us on +44 (0)20 7025 2513 or send us an email to HYPERLINK "mailto:shop@missoma.com" shop@missoma.com.
EXCHANGES
We are unable to process exchanges but offer a full refund for returned items.
CANCELLATION POLICY
Cancellation by you:
If you would like to cancel your order, please contact us before you receive your ‘Despatch email’ at shop@missoma.com or call us on 020 7025 2513 quoting your Order Confirmation number.
Please note, that once your item has been despatched we are unable to recall it and will no longer be able cancel it; in this case please see our Returns Policy.
Cancellation by us:
We reserve the right to cancel the contract between you and us if:
- we have insufficient stock to deliver the goods you have ordered;
- we do not deliver to your area; or
- one or more of the items you ordered was listed at an incorrect price due to a typographical error.
If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible, but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
CLAIMS
Claims can only be made through our Missoma Customer Service department by e-mail: shop@missoma.com. Any claims made before prior communication with the Missoma Customer Service department will not be considered.
All goods must be counted and checked at the time of delivery. Any damage or faults must be reported on receipt of the goods. This does not affect your statutory rights as a consumer.
Any claim in respect of the above should be made by e-mailing to shop@missoma.com within 48hrs of delivery.
No claims will be entertained unless the above conditions are strictly adhered to.
No credit or refund will be given for any goods ordered in error by the customer.
No credit or refund will be given for any losses due to the incorrect storage or handling by the customer of any goods supplied by Missoma.
COMPLAINTS
If you find that you are not satisfied with any product or service please contact our Customer Service team at shop@missoma.com. You will receive a written response within 7 working days. We will endeavor to resolve any complaint within a further 14 working days.
MISTAKES IN INVOICES, RECEIPTS OR PAYMENTS
Any mistakes in invoices, receipts or payments will be rectified as soon as possible, and at the latest within 30 days of agreeing to do so.
CUSTOMER SERVICE:
To check on the status of an order or to verify shipment, please contact us by email at shop@missoma.com.
If you have any questions regarding our jewellery, the use of our website, or a general customer enquiry about Missoma, please contact us:
By Telephone:
Please call our Customer Service team on +44 (0)20 7025 2513, Monday to Friday, between 9am and 6pm.
Outside these hours, please leave a message and we will return your call the next working day.
By Email:
For online shop enquiries, please email us at HYPERLINK "mailto:shop@missoma.com" shop@missoma.com
For general Missoma enquiries or trade enquiries, please email us at HYPERLINK "mailto:info@missoma.com" info@missoma.com
We aim to answer all email enquiries within 24 hours.
COPYRIGHT, TRADEMARK AND OTHER INTELLECTUAL PROPERTY PROTECTION
Missoma Limited is the operator of www.missoma.com.
All materials on this Site, and the Site itself, are protected by copyrights, designs, trademarks and/or all other intellectual property rights and materials.
These materials are owned by Missoma. Such materials include, but are not limited to, the photographs, images, illustrations, text, video clips, audio clips, designs, logos, trademarks, and other materials contained in this Site, as well as the software used in the design and development of this Site. All rights are reserved, worldwide.
You are expressly prohibited from:
reproducing, copying, editing, transmitting, uploading or incorporating into any other materials, any of the Website including without limitation, any images in any format of the products and their descriptions and other material made available on the Website; and
removing, modifying, altering or using any registered or unregistered marks/logos/design owned by Missoma, and doing anything which may be seen to take unfair advantage of the reputation and goodwill of Missoma or could be considered an infringement of any of the rights in the intellectual property rights owned by and/or licensed to Missoma.
ONLINE CONTENT
Missoma assumes no liability whatsoever for the topicality, correctness, completeness or quality of the information provided. All content is subject to change without notice. Missoma expressly reserves the right to modify, supplement or delete parts or the entire content of this site, without prior advance notice, or to suspend or terminate the site.
ONLINE PAYMENT
All payments on missoma.com are processed via a Sage Pay payment fulfillment service. Missoma assumes no liability whatsoever for the availabilty and functionality of this service. Missoma assumes no liability for any financial loss caused by the use of Sage Pay payment service. Sage Pay complies with the Electronic Commerce Directive.
LIABILITY
If you do not receive goods ordered by you within 7 working days of the date on which you ordered them, we shall have no liability to you unless you notify us by e-mail or telephone of the problem within 14 days of the date on which you ordered the goods.
If the goods we deliver are not what you ordered, or are damaged or defective, or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us by e-mail of the problem within 7 working days of the delivery of the goods in question.
If you notify us of a problem under this condition, our obligation to you will be either:
To make good any shortage or non-delivery; or
To replace any goods that are damaged or defective; or
To refund to you the amount paid for the goods in question in whatever way we choose.
Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses howsoever arising out of any problem you notify us of under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question as stated above.
We cannot be held responsible for any delays once the goods have left us and are in possession of the courier or Royal Mail.
You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any personal injury resulting from our negligence.
INVALIDITY
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
GOVERNING LAW
Each and every transaction carried out is deemed to be completed within the United Kingdom and therefore shall be governed by and interpreted in accordance with English Law and the English Courts shall have exclusive jurisdiction in relation thereto.
ENTIRE AGREEMENT
These terms and conditions, together with our current website prices, delivery details, contact details and privacy policy, set out the whole of our agreement relating to the supply of the goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions, or as an authorised representation about the nature or quality of any goods offered for sale by us.
We make no representations or warranties about the accuracy, completeness or suitability for any purpose of the information and related graphics published on our website. From time to time our site may contain technical inaccuracies or typographical errors.
EVENTS BEYOND OUR CONTROL
We will not be in breach of this Agreement or otherwise liable for any delay in performance if to the extent that any delay or failure is due to circumstances beyond its reasonable control including, without limitation, strikes, lockouts and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
OUR RIGHTS
We reserve the right to change the terms and conditions from time to time, and your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.
PRIVACY POLICY STATEMENT
This policy sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us.
If you have questions or concerns regarding this statement, please contact us at HYPERLINK "mailto:shop@missoma.com" shop@missoma.com.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998, the European legislation and GBDe Recommendations issued in September 2001).
Personal Data Collected From You
We collect information about you for 2 reasons: firstly, to process your order and secondly, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. Missoma only collects information when you volunteer it when registering your details for online payment – you have the option to refuse any future marketing emails from us.
The type of information we will collect about you includes:
* Your Name
* Address
* Delivery Address
* Phone Number
* E-mail Address
(Collectively ‘Your Personal Data’).
Uses Made of Your Personal Data
We will use Your Personal Data that you provide to us:
To enable us to provide the services relevant to you
To alert you to any product and service changes and updated information
For administration and marketing purposes
In the event you do not wish for us to use Your Personal Data for administration and marketing purposes, please either:
Click on the ‘Unsubscribe’ link in the emails we have sent you (if any); or contact our Customer Service Team by emailing HYPERLINK "mailto:shop@missoma.com" shop@missoma.com and advising us of your intention to be removed from our marketing database.
We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by e-mailing us at HYPERLINK "mailto:shop@missoma.com" shop@missoma.com. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law. Missoma will neither sell your personal data to third parties nor market it elsewhere. The employees of Missoma are duty-bound to respect the confidentiality of your data and abide by the UK’s Jewellery Retail Codes of Conduct.
Cookies
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a cookie internet file, a small file that is sent by our web server to your computer, which we can access when you make return visits to our Website. Storing cookies is usual practice for any website that needs to remember what its users’ preferences are and we use cookies to keep track of your selections on the Website. You can usually modify your browser to prevent this happening (visit HYPERLINK "http://www.aboutcookies.org" www.aboutcookies.org for more information on this). If you choose not to receive cookies, you may still use most of the features on our website, including the ability to purchase items.
Automatically Recorded Information (non-personal data)
When you access the Missoma website, general non-personal information (Internet browser used, number of visits, average time spent on site, pages viewed) is recorded automatically (not as part of website maintenance). This information is used to gauge our website's appeal and to improve its content and functionality. Your data is not processed any further nor is it transmitted to any third parties.
Security Policy
To process an order we need your credit / debit card number and expiry date, plus any security details that the credit card processor may require. Missoma employs trusted and reputable third party hosting agents and payment providers to ensure the security of personal data. All credit card details that are given to us by you the customer are done so on a secure server using Sage Pay. The transfer of the purchase details from our site to Sage Pay are encapsulated using their encrypted and digitally-signed protocol. This uses a combination of standard methods to ensure that the information passed is secure and tamper-proof. Sage Pay is level 1 (the highest level) PCI DSS compliant and is regulated by qualified security assessor Trustwave. Please note, we do not ever store any financial information from you.
Retention of your Personal Data
We take appropriate measures to ensure that any personal data is kept secure and is kept for only so long as is necessary for the purpose for which it is used.
If your personal details change or if you have any queries about how we use your Personal Data, please notify missoma.com by emailing our Customer Service Team at HYPERLINK "mailto:shop@missoma.com" shop@missoma.com.
Changes to Our Privacy Policy
We reserve the right to modify this Privacy Policy at any time. Any material changes we may make to our Privacy Policy will be updated in our Privacy Policy section. Please review it occasionally to remain informed and updated.
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