Terms and Conditions
Please ensure that you read the terms and conditions of sale carefully prior to purchasing from The Oak and Rope Company. Any purchase made or registration of personal details is deemed acceptance of these terms.
TERMS OF SALE
All prices are quoted in UK Sterling and are inclusive of VAT. Prices exclude delivery costs which will be added at checkout (please see Delivery Information). We will not be liable for any export or import duties, taxes etc. arising as a result of the goods being sent to a destination outside of mainland UK, and may need to contact you for additional payment relating to higher courier charges abroad. Payment will be debited from your account at the time of purchase, or soon thereafter. We accept payment by Visa, MasterCard and Maestro credit and debit cards and payments are securely processed by PayPal Pro.
We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order secure. However, if we are not negligent, we cannot be held liable for any loss you may suffer if a third party gains unauthorised access to the data you provide when accessing our site. On rare occasions, order confirmation emails are misdirected as spam by incoming mail servers. Therefore, if you do not immediately receive an order confirmation email, please check your junk folder. We are of course happy to resend confirmation via a non-automated email. Please contact our customer service team.
You may cancel your order at any time so long as the item(s) have not been personalised. You will be refunded in full. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion.
All products are subject to availability and we reserve the right to withdraw products at any time and/or remove or edit content on this website. Despite our very best efforts to ensure product information is current and correct, we cannot guarantee the absence of errors. If there is a clear error or omission in the product description, we will notify you prior to dispatch of your order and refund you in full if you wish to cancel your order once the information has been corrected and applied to your order.
Product imagery is offered as good representation of the product but, for reasons beyond our control, we cannot be responsible for the colour accurateness of products viewed online or on printed media. Made to order/fully personalised products may differ slightly from product imagery but are a result of the handmade nature of these products. Please note that due to the bespoke nature of made to order products, we are unable to offer refunds on these items unless they are found to be faulty. In this rare circumstance, you will be offered a full refund or the chance to receive a replacement.
If stock is unavailable and your order cannot be fulfilled, we will notify you with the option to claim a full refund or agree to wait until the product becomes available.
Orders, under normal circumstances and circumstances within our control, should arrive within 3-5 days for standard items and 14 - 21 days for made-to-order products and by a maximum of 28 days. You will be advised of any delay or if the item is not available. All our UK mainland deliveries are made via courier Interlink Express/DPD and the charges are based on their charges. Delivery to other areas will be sent via an international courier of equal service. Please note that we are mostly able to track the orders with our courier, but can not be held responsible for their service. If you require delivery with full tracking, please get in contact. Please see our Delivery Information for further details & estimated costs.
If for any reason you are unhappy with your purchase, please let us know. We ask that you contact us within 7 working days of receipt on 01227 469413 Monday – Friday 9am-5pm or by email email@example.com. All items should be returned within 20 days of receipt in a resalable condition. Personalised/made to order items may only be returned if they are found to be faulty. Where possible, we would ask that you return the item(s) with the original packaging. With the exception of faulty items or goods damaged in transit, we are not responsible for return postage. Return items to THE OAK AND ROPE COMPANY, THE GRAINSTORE, HIGHLAND COURT FARM, BRIDGE, CANTERBURY, KENT CT4 5HW, unless otherwise advised. Please contact us first as we may be able to arrange for the return more efficiently.
FAULTY GOODS OR GOODS DAMAGED IN TRANSIT
In the unlikely event that a parcel arrives damaged or faulty, you must contact us within 7 working days of receipt on 01227 469413 Monday – Friday 9am-5pm or by email firstname.lastname@example.org. All items should be returned within 20 days of receipt. The option to receive a replacement or a full refund to your card, including the cost of return postage, will be given. Please see above for information on how to return goods.
SECURITY & PRIVACY
We respect your privacy and will treat all your personal information as confidential. We promise not to sell, disclose or distribute information about you as an individual other than for the sole interest of administering your order and ensuring that we provide the very best service to you. All information is stored on a secure server and we respect the terms of the UK Data Protection Act 1998. We do not store credit card details nor do we share customer details with any 3rd parties.
This website and its content are copyright of The Oak and Rope Company 2012. All rights reserved. Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following: (i) you may print or download to a local hard disk extracts for your personal and non-commercial use only; (ii) you may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material. You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.
The information contained in this website is for general information purposes only. The information is provided by The Oak and Rope Company and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk. In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website. Through this website you are able to link to other websites which are not under the control of The Oak and Rope Company. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them. Every effort is made to keep the website up and running smoothly. However, The Oak and Rope Company takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
We reserve the right to amend these terms and conditions at any time. This does not affect your statutory right.
CUSTOMER SERVICES AND SUPPORT
If you have any further queries, please contact us at email@example.com. Alternatively, call us on 01227 469 413 Monday-Friday 9am-5pm GMT. All calls will be charged at standard rate. We will endeavour to respond to all complaints within 2 working days.
We recognise our responsibility to ensure that our suppliers have fair and ethical labour practices. We have published our Supplier Environmental, Diversity and Inclusion and Social Policy Statement (the Statement).
OUR SUPPLIER ENVIRONMENTAL, DIVERSITY AND INCLUSION AND SOCIAL POLICY STATMENT
This makes clear that we expect all of our suppliers to comply with the Statement and to ensure that working conditions in their operations meet (or exceed) international labour standards. In particular, suppliers should ensure that:
there is no forced labour and employment is freely chosen
the right of freedom of association is respected and encouraged by the employer
no child labour is used
living wages are paid (wages should always be enough to meet basic needs and to provide some discretionary income)
no harsh treatment is used or discrimination practised
workers are not pressurised to undertake overtime they do not wish to do and
a safe and hygienic working environment is provided
The Statement sets out that we expect our suppliers to:
put in place sufficient systems to monitor and take responsibility for compliance with social policies
conduct regular assessments of their operations to identify any non-compliance cases
develop remediation plans to resolve non-compliance cases
regularly monitor the effective implementation of remediation plans and
make sure that their suppliers and sub-contractors ensure that workers’ conditions in their operations meet or exceed the above standard