1. INTRODUCTION

1.1 These Terms and Conditions apply to the use of our website and to the purchase of products offered through our website.
1.2 Defined terms and interpretations of these Terms and Conditions are included in paragraph 26.

2. ACCEPTANCE & COMPANY IDENTITY

Company name: Elia London

2.1 You represent and warrant that:
(a) you are a natural person and at least 18 years of age;
(b) you are legally capable of entering into a binding contract with us; and
(c) you are not prevented by any applicable law or treaty from entering into a binding contract with us.

2.2 We reserve the right to request written confirmation of your capacity to accept these Terms.

2.3 You represent and warrant that you have not:
(a) been convicted of any computer- or internet-related offence; and
(b) been refused access to products or to the Site in the past.

2.4 We reserve the right to refuse you access to our Site if we consider it necessary or appropriate.

2.5 Placing an order constitutes:
(a) your confirmation and warranty that you have carefully and fully read these Terms and Conditions;
(b) your offer to purchase the order exclusively under these Terms and Conditions;
(c) your agreement that any Order Confirmation is concluded solely on the basis of these Terms and Conditions; and
(d) your commitment to comply with these Terms and Conditions.

2.6 If you do not agree with these Terms and Conditions, you may not use the Site or purchase products.

2.7 You must expressly agree to these Terms and Conditions in order to:
(a) submit information on or through our website; or
(b) purchase a product.

2.8 By visiting our website, purchasing products, or agreeing to these Terms and Conditions:
(a) you also agree to our Privacy Policy; and
(b) you accept and agree to our Acceptable Use Policy (see paragraph 12 for further details).

2.9 We recommend that you print a copy of these Terms and Conditions for future reference.

2.10 If you do not agree to these Terms and Conditions, you may not place an order or communicate with us.

3. PERSONAL USE

You confirm that you use the Website solely for the purchase of Products for your own personal, non-commercial use as an end user, and not as a representative or on behalf of any other person.

4. PRICES

4.1 The prices of the Products displayed on our website include shipping costs, but exclude any fees, taxes, import duties, levies or other similar government charges (“exclusive of customs and duties”).

4.2 All import duties, taxes, levies, declarations, or other charges relating to the import of Products to the delivery address are your responsibility and are not included in the Product price. Deliveries may in some cases incur additional charges for which the seller is not responsible and which are borne by the customer. These charges may include, in addition to shipping, customs duties or import VAT, as the goods are shipped from a non-EU country (China). Prior to ordering, please check with our customer service whether import duties apply. Customs duties or import VAT are not paid by us and are the responsibility of the buyer. Our goods are always shipped “exclusive of customs and duties.” The buyer is the “importer of record” and is responsible for the correct payment of import duties and/or import tax and must fully comply with all laws and regulations of the importing country. As import rules vary by country, you should verify the applicable import duties and VAT of your country before placing your order. The buyer is obliged, upon receipt of the goods, to fully ensure compliance with the laws and regulations of the importing country.

4.3 We do our best to ensure that all details, descriptions and prices of the Products appearing on our site are correct. However, errors may occur. If we discover an error in the price of a Product you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, or do not receive a response, the order will be deemed cancelled and you will receive a full refund. If you choose to reconfirm your order, we will arrange for delivery and charge or refund amounts as set out in the notice we send to you shortly after receiving your reconfirmation, using the same payment method.

4.4 We are under no obligation to fulfill an order if the price listed on the Website is incorrect (even after an Order Confirmation has been sent).

4.5 Prices may change from time to time. However, such changes do not apply to orders for which an Order Confirmation has already been sent.

5. PLACING AN ORDER

5.1 Once you have placed an order, all orders are subject to stock availability. If we have sufficient stock to fulfill your order, you will receive an Order Confirmation, which serves as our confirmation of receipt. If there are delivery issues or insufficient stock, we will inform you by email and refund any payments for the order.

5.2 A contract is only concluded once we have sent you an Order Confirmation, and only with respect to the Product(s) listed in the Order Confirmation. These Terms form an integral part of the contract and apply to the exclusion of all other terms.

5.3 If your order consists of multiple Products, the Products may be delivered separately and at different times.

5.4 We reserve the right to remove Products from the Site at any time. We also reserve the right to edit or remove materials or content from the Site. We are not liable to you or any third party for removing any Product from our Site or for editing or removing content.

5.5 We reserve the right to refuse or cancel any order placed by you at any time (even after an Order Confirmation has been sent). We are not liable to you or any third party for cancelling or refusing an order.

5.6 If we cancel your order after we have received payment (even after an Order Confirmation has been sent), the amount paid will be refunded in full.

6. PAYMENT

6.1 You may pay for Products through the payment processors listed on our website.

6.2 You may also pay for your order in whole or in part with a promotional voucher we make available. Promotional vouchers can only be redeemed online during checkout.

6.3 We may use payment processors to facilitate transactions between you and us. You agree that we may provide documents and information about you, including personal data, to these processors.

6.4 We are not a regulated payment processor or financial services provider and are not responsible for failures or issues caused by these payment processors.

6.5 You are responsible for providing complete and accurate information during the payment process, and all payments must be made using your own means. By placing an order, you confirm that:
(a) the payment method used belongs to you;
(b) you are, if applicable, the rightful holder of the promotional voucher; and
(c) you have sufficient funds or credit limit to pay for the order.

6.6 We are not responsible for the unauthorized use of your credit, debit or prepaid card by third parties, even if it has been reported stolen. We may notify relevant authorities (including credit bureaus) of fraudulent payments or illegal activities.

6.7 You must not:
(a) initiate or attempt to initiate a chargeback on a payment for Products; or
(b) reverse a payment you have made for Products.

6.8 You indemnify us fully against any chargeback or cancellation of any payment by you and for any loss, costs, liability or expense we incur as a result.

7. DELIVERY

7.1 We will make reasonable efforts to deliver your order to the delivery address provided when placing the order.

7.2 We provide an estimated delivery date during checkout.

7.3 We may notify you if we cannot meet the estimated delivery date, but we are not liable for any loss, cost, damage or expense resulting from a delivery delay, to the extent permitted by law.

7.4 We may be unable to deliver to certain locations. In such cases, we will notify you and cancel or redeliver the order to an alternative address confirmed by you.

7.5 All risks related to the Product pass to you at the time of delivery, unless delivery is delayed due to your breach of these Terms. In that case, the risk passes at the time delivery would have occurred had you not been in breach.

7.6 If you are unable to accept delivery or collect the order, we may leave a card with instructions for redelivery or collection from the carrier.

7.7 If delivery or collection is delayed due to your unreasonable refusal to accept delivery, or if you do not accept or collect the order, we may charge for return shipping and other related costs, in addition to any other rights we may have.

7.8 Goods are shipped within 2–5 days after confirmed receipt of payment. Standard delivery time is 5–8 working days, in exceptional cases up to 4 weeks, unless otherwise stated in the product description. The owner does not ship directly; the order is shipped by the manufacturer once the complete order is ready.

7.9 All import duties, taxes, levies, declarations or other charges relating to the import of the Products to the delivery address are your responsibility and not included in the Product price. Deliveries may incur additional charges, such as customs duties or import VAT, as the goods are shipped from a non-EU country (China). Please check with our customer service before ordering whether import duties apply. These costs are not paid by us and are the buyer’s responsibility. Our goods are always delivered “exclusive of customs and duties.” The buyer is the “importer of record” and is responsible for proper payment and compliance with import laws. Please check import rules and VAT rates of your country before ordering.

8. CANCELLING OR AMENDING ORDERS

8.1 Once an order has been placed through our website, you may cancel or amend it by sending us an email.

8.2 If an order has already been packaged, it can no longer be cancelled or amended; you must then return the product to us in accordance with paragraph 10. As our goods are shipped from Asia, delivery times may be longer and are beyond our control. If the products are already in transit, cancellation is no longer possible. In that case, please wait until you receive the goods and then return them. You may, of course, notify us in advance of your cancellation. For a timely refund, we request that you provide a shipping confirmation. An early refund is possible from 16 weeks after the order date if the goods have not been received.

8.3 We work with a fully automated system; orders are processed immediately after being placed. Therefore, the shipping process unfortunately cannot be interrupted, and refunds before receipt of goods are only possible up to 24 hours after the order.

9. DEFECTIVE PRODUCTS

9.1 You acknowledge that the Products are standard items and not customized to your specific wishes.

9.2 All product descriptions, information, and materials on the Website are provided “as is,” without any explicit or implied warranty.

9.3 Images of products may differ slightly from the actual product received.

9.4 If the product you receive is defective, you may email us specifying the product to be returned and include a photo of the defect.

9.5 You may return the product to us in accordance with paragraph 10.

9.6 We will inspect the product once we receive it. Processing time depends on your order.

9.7 We will notify you by email whether we consider the product to be defective.

9.8 Our sole obligation in respect of defective Products is, at our discretion:
(a) to replace the product and pay the shipping costs to the delivery address, provided you return the defective product to us, after which we will deliver a replacement; or
(b) to refund an amount equal to the price of the product and the return shipping costs. This amount will be refunded to the same account and by the same payment method used for the order.

9.9 If we determine that the product is not defective, we may choose not to issue a refund and may charge service fees, deducted via the original payment method. We are not liable for any loss or damage in such cases, to the extent permitted by law.

10. RETURNS AND REFUNDS

10.1 Our Return Policy forms part of these Terms and Conditions and applies to your use of our Site.

10.2 If you are not fully satisfied with your order, you may notify us by email of the product to be returned and then send it back to us. The withdrawal period is 30 days from the day you (or a third party designated by you, other than the carrier) physically receive the final product.

10.3 Returns and related costs are the responsibility of the customer.

10.4 We must have received the product before you are entitled to a refund. We will inspect the returned product upon receipt.

10.5 You must ensure that the product is returned in the same condition as you received it and that it is properly packaged. The product must not have been used, labels must not be removed, and the original packaging must remain intact. If the product is returned in an unsuitable condition, we reserve the right to refuse the return.

10.6 The processing time for returns depends on your order.

10.7 If we approve the condition of the returned product, you will receive an email confirmation and a refund will follow via the original payment method.

10.8 Withdrawal is only complete once we have physically received the product.

10.9 As our goods are shipped from Asia, delivery times may be longer and are beyond our control. If the product is already in transit, withdrawal is not possible. In that case, please wait until you receive the goods and then return them. You may, of course, notify us in advance of your withdrawal. For a faster process, we ask that you provide a shipping confirmation. An early refund is possible from 16 weeks after the order date if the product has not arrived.

11. VOUCHERS

11.1 You may use our promotional vouchers or discounts when paying for products on the website.

11.2 To use a voucher or discount code, you must enter the code on the checkout page of your order.

11.3 Once the voucher or discount code has been entered and applied, the discount amount will be deducted from the total of your order at checkout.

11.4 Only one promotional voucher or discount code may be used per order.

11.5 The credit of a promotional voucher does not accrue interest and has no cash value.

11.6 If the credit on the promotional voucher is insufficient for your order, you may pay the difference with another available payment method on the site.

11.7 If you use a promotional voucher for an order that is returned, the value of the promotional voucher will not be refunded. However, if you also paid part of the order with another payment method, that portion may be refunded.