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.

PRODUCT INFORMATION

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.

STOCK SHORTAGES

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.

DELIVERY

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 and international deliveries are made via courier DHL. Please note that we are mostly able to track the orders with our courier, but cannot 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.

RETURNS

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 info@theoakandropecompany.co.uk. 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 info@theoakandropecompany.co.uk. 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.

COPYRIGHT

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.

DISCLAIMER

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 info@theoakandropecompany.co.uk. 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

LOYALTY PROGRAM - THE QUERCUS CLUB

Members of The Quercus Club earn loyalty points on qualifying purchases, which can be redeemed once a minimum balance of 100 points has been reached. Points may only be used as a single method of discount at checkout and cannot be combined with promotional or discount codes. Points have no cash value, are non-transferable, and may be amended or withdrawn at our discretion. Read more about the Quercus Club here.

COMPETITION TERMS AND CONDITIONS;

Competition details form part of these terms and conditions.
Entry is open to residents of the UK except employees (and their families) of The Oak and Rope Company, its printers and agents, the suppliers of the prizes and any other companies associated with the competitions.
The entrant(s) must be aged 18 or over.
Proof of identity and age may be required.
Use of a false name or address will result in disqualification.
All entries must be made directly by the person entering the competition.
Entries made online using methods generated by a script, macro or the use of automated devices will be void.
No responsibility can be accepted for entries lost, delayed or corrupted, or due to computer error in transit.
The prizes are as stated, are not transferable to another individual and no cash or other alternatives will be offered.
Prizes are subject to availability and the prize suppliers' terms and conditions.
The promoters reserve the right to amend or alter the terms of competitions and reject entries from entrants not entering into the spirit of the competition.
In the event of a prize being unavailable, the promoter reserves the right to offer an alternative prize of equal or greater value.
The winner(s) agree(s) to the use of their name, photograph and disclosure of county of residence and will co-operate with any other reasonable requests by THE OAK AND ROPE COMPANY relating to any post-winning publicity.
Unless stated otherwise the winner(s) will be drawn at random from all correct entries received by the closing date stated within the promotional material.
Reasonable efforts will be made to contact the winner(s). If the winner(s) cannot be contacted, or are unable to comply with these terms and conditions, the Promoter reserves the right to offer the prize to the next eligible entrant drawn at random, or in the event that the promotion is being judged the Promoter reserves the right to offer the prize to the runner(s)-up selected by the same judges.
Confirmation of the prize will also be made in writing to the winner(s).
Failure to respond and/or provide an address for delivery, or failure to meet the eligibility requirements may result in forfeiture of the prize.
Where applicable, the decision of the judges is final based on the criteria set out in the promotion and no correspondence will be entered into over this decision. Competitions may be modified or withdrawn at any time.
The provider of the prize is specified within the promotional material.
The Promoter is THE OAK AND ROPE COMPANY, The Grainstore, Highland Court Farm, Bridge, Kent CT4 5HW
In the event of a discrepancy between these standard terms and conditions and the details in the promotional material (or any other terms and conditions provided/referred to at the time of entry), the details of the promotional material (and any other terms and conditions provided/referred to at the time of entry) shall prevail.
A list of winners will be available by emailing or writing to the Promoter's address no earlier than six weeks (unless otherwise stated) after the close of the competition. Only the surname and county of the winners will be disclosed.