Terms & Conditions

1.    These terms    1
2.    Information about us and how to contact us    1
3.    Our contract with you    1
4.    Product descriptions and measurements    1
5.    Providing the products    2
6.    Your rights to end the contract    2
7.    Our rights to end the contract    3
8.    If there is a problem with the product    3
9.    Price and payment    3
10.    Our responsibility for loss or damage suffered by you    4
11.    How we may use your personal information    4
12.    Other important terms    4
1.1    What these terms cover. These are the terms and conditions on which we (“The Cotswold Frock Shop”) supply products to you (“The Consumer”). The key pertinent terms to be aware of can be found at clauses 6, 7, 8 and 9. These Terms apply both to our in-store products and online website www.thecotswoldfrockshop.co.uk. Please note, these Terms and Conditions do not affect your statutory rights.
1.2    Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2.1    Who we are. We are The Cotswold Frock Shop
2.2    Our principal office is at 2/3 Park Street, Stow on the Wold, Cheltenham, Gloucestershire. GL54 1AQ. Our registered VAT number is 535 5699 09.
2.3    How to contact us. You can contact us by telephoning us at 01451 832309 or by writing to us at info@thecotswoldfrockshop.co.uk or 2/3 Park Street, Stow on the Wold, Gloucestershire, United Kingdom, GL54 1BQ.
2.4    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.
2.5    "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3.1    How we will accept your order in store. Our acceptance of your order will take place when i) you have paid a deposit equal to 50% of the full purchase price of the products (inclusive of VAT) and ii) we tell you that we are able to provide you with the product, which we will also confirm in writing to you, at which point a contract will come into existence between you and us.
3.2    How we will accept your order online. When an order is placed by you online, we will send out an order confirmation by email confirming the order with us. This will qualify as our acceptance of your order, at which point a contract will come into existence between you and us, subject to these terms.
3.3    If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product and refund any deposit taken. This might be because the product is out of stock, 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 in your original order.
3.4    Your order number. We will assign an order number to your order on your invoice and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.5    Deposits. Deposits are non-refundable unless we cannot accept or fulfil your order. The deposit cannot be transferred to another person or item. This does not affect your statutory rights.
4.1    Products may vary slightly from their pictures. The images of the products in our brochure, or on our website, or in any other promotional materials 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 or the printed pictures in our brochure or on a sample swatch accurately reflects the colour of the products. Your product may vary slightly from those images/samples.
4.2    Timing. In order for alterations to be completed, you will need to book in for an alterations appointment 8-10 weeks before your dress collection date. Please be advised, alterations are booked in line with our availability, in times of busy periods we recommend booking alterations appointments well in advance.
4.3    Measurements. We will measure each person for each order and advise on the size to be ordered. If the bride or bridesmaids are not happy with the sizing they must inform us at the time of order. We will not be responsible for any sizing discrepancies after this time.
4.4    Making sure your measurements are accurate. Once measurements and sizing have been taken for your order, we will not be held responsible for any weight loss/gain or any other changes in your measurements and sizing (for example due to pregnancy). If your measurements and sizing change it will be your responsibility to notify us, in which case we will confirm if we are able to make further alterations prior to delivery and what the estimated additional costs will be.
4.5    Special length gowns. Orders for gowns, which are not of a standard length or measurement, may be subject to a surcharge, the amount of which may not be known at the point of order. The finished measurement of a “special length” dress can vary by 1” either way. A surcharge of up to 30% will apply for this requirement.
4.6    Guidance. Where we provide guidance in the choice of design, size, colour and measurements we do so without any liability. All dresses, unless stated otherwise are ceremonial dresses only, and are to be used for ceremonial purposes.
5.1    Delivery costs. The costs of delivery (if applicable) will be as told to you during the order process / set out in our current price list.
5.2    When we will provide the products. During the order process we will let you know an estimated time frame of when we will provide the products to you. Please be aware unless a fixed date for delivery has been agreed in writing, we will provide you with an estimated delivery date, taking account of the complexities of any alterations to be made to the product and the location the product is being sourced from. We will make every attempt to work within this delivery date, though we will keep you notified of any delays. By way of guidance only, Products that are not in stock typically can take up to 6/9 months to arrive and can take longer during peak periods. If a bride orders late, her dress may not arrive until a few days before the wedding.
5.3    We are not responsible for delays outside our control. If our delivery of the products is delayed by an event outside our 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 in that we cannot fulfil the contract by the date of your wedding, you may contact us to end the contract and receive a refund for any products you have paid for but not received.
5.4    Collection by you. If you have asked to collect the products from our premises, we will book an appropriate appointment for you.
5.5    If you are not at home when the product is delivered (If applicable). 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 us. For distant sale orders, please note if your parcel is couriered to a postal office or other similar destination, your cancelation period ends at the end of 14 days after the goods being delivered to their possession.
5.6    If you do not re-arrange delivery/ collection. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery (if applicable) or collect them from us we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 7.2 will apply.
5.7    When you become responsible for the product. The product will be your responsibility from either the time we deliver the product to the address you gave us (if applicable), or a  person, other than the carrier, identified by the Consumer to take possession of them, or you collect it from us.
5.8    When you own the products. You own the products once we have received payment in full.
5.9    We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 9.4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 9.4).
6.1    Changing your mind. Unless there is a fault with them, which in the case of bespoke items cannot be repaired, you will not be entitled to an exchange or refund of products purchased from us ‘in-store’. If you order from us online, over the telephone or from any location away from our shop premise you will be entitled to an exchange or refund, within 14 days of delivery of the products except for in relation to:
(a)    Ex-sample gowns; at time of purchase of an ex-sample gown, it is our responsibility to list all known faults with the dress after inspection with the consumer. Once the consumer is happy with the gown, they are not entitled to an exchange or refund of products purchased. This does not affect your statutory rights.
(b)    Bespoke goods (including bridal gowns made to measure or tailored to fit)
(c)    On Premise contracts
6.2    In line with clause 6.1, in the event you wish to return the goods purchased at a distance for a refund, simply return the item to us in the same saleable condition it was delivered to you in and with the swing tags intact.
6.3    In line with clause 6.1, in the event you wish to exchange your goods for another item, you will have to return the item to us by post or in-store. If you wish to exchange your item, please return the original item to us and place a new order. Your original order will be refunded.
6.4    Unwanted items. When trying on items of clothing, please ensure that you are not wearing perfume / or deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed or the item is soiled.
6.5    Unreturnable items. We are unable to refund briefs, thongs, swimwear, sunglasses, hosiery and pierced jewellery for hygiene reasons. This does not affect your statutory rights.
6.6    Processing returns. Upon returning any items, please include a completed 'Returns form' along with your invoice and the items you would like to return. The address to send items that you wish to return is as follows:- Customer Returns, The Cotswold Frock Shop 2 & 3 Park Street, Stow on the Wold, Gloucestershire. GL54 1AQ
6.7    Postage costs. The cost of returning the item to us is your responsibility except when we have made an error, or the garment(s) is faulty. The parcel can take up to 7 working days to be returned to our warehouse, unless sent via special delivery, please note the refund will be processed within 14 days of our receipt. For unwanted items, the original delivery cost is non-refundable. Postage cost will only be reimbursed if the garment is faulty and no other items were ordered at the same time. We will reimburse the postage cost of the returned item should the item prove to be faulty or sent in error. The returns postage cost will not be reimbursed if other items are returned which are not faulty (or sent in error).
6.8    Returns by post. Please note you will be responsible for the item until it is returned and in our possession. If there is an issue in transit, you will be required to liaise with the courier to resolve the problem. For your own protection, we recommend that you send the parcel recorded delivery using a delivery service which insures you for the value of the goods. It is your responsibility, and strongly recommended, to obtain a proof of posting certificate when returning any item(s) to us as we cannot accept responsibility for lost/damaged returns due to your postal service.
6.9    Your responsibility
7.1    We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
(a)    you do not make any payment to us when it is due;
(b)    you do not, within 14 days of us asking for it, provide us with information that is necessary for us to provide the products;
(c)    you do not, within 7 days of us asking, allow us to deliver the products to you (if applicable) or collect them from us.
7.2    You must compensate us if you break the contract. If we end the contract in the situations set out in clause 7.1 we will not refund any deposit you have paid for the Products.
8.1    How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can contact us by telephoning us at 01451 832309 or by writing to us at info@thecotswoldfrockshop.co.uk or 2/3 Park Street, Stow on the Wold, Gloucestershire, United Kingdom, GL54 1BQ. Alternatively, please speak to one of our staff in-store.
9.1    Where to find the price for the product. The price of the product (which includes VAT) will be set out on the order form. We take all reasonable care to ensure that the price of product advised to you is correct. However please see clause 9.3 for what happens if we discover an error in the price of the product you order.
9.2    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 (including delivery costs if applicable) in full before the change in the rate of VAT takes effect.
9.3    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, 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 terminate the contract, refund you any sums you have paid and require you to return the product at our expense.
9.4    When you must pay and how you must pay. The balance of the price for the products must be paid before collection or delivery of the products and in any event within 7 days of notification that the products are ready. We accept payment by cash or credit/debit card but do not accept payment by cheque. All transactions will be in pounds sterling. If applicable, non-UK credit card providers and banks will determine the exchange rates to be applied and may add an additional processing or administration charge in relation to such payments which non-UK card holders will be liable to pay.
9.5    Storage costs (if applicable). (as advised on the order form). After this date a charge of £1 per calendar day will apply. 
9.6    Additional costs. We shall charge additional costs where we are asked to provide products before the usual delivery time or where we are asked to work outside of normal business hours, in which case we will notify you in advance.
9.7    We can charge interest if you pay late. If you do not make any payment to us by the due date, we may charge interest to you on the overdue amount from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
9.8    What to do if you think an invoice is wrong. If you think an invoice is wrong, please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
10.1    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 or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the goods, including the right to receive goods which are: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us.
10.2    Liability during storage of products. In the unlikely event that customers paid for products are lost or damaged, due to fire, flood or theft, whilst on our premises we shall only be responsible for reimbursing the retail costs of such products.
10.3    Third party services. We shall not be responsible for any services provided by a third party, whether or not such third party was recommended by us.
10.4    Shoes and accessories. Whilst we can organise for shoes/accessories to be dyed we cannot guarantee that they will exactly match a colour swatch.
10.5    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.
11.1    How we will use your personal information. We will use the personal information you provide to us:
(a)    to supply the products to you;
(b)    to process your payment for the products; and
(c)    if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these communications at any time by contacting us.
11.2    We will only give your personal information to other third parties where the law either requires or allows us to do so.
12.1    We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. 
12.2    Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
12.3    If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
12.4    Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment later.
12.5    Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
12.6    Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to RetailADR via their website at www.retailadr.org.uk. RetailADR will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.
13.1    Confidentiality. The website will require registration and subsequent access to the website will be subject to an approved login name and password. Information that you provide on this website must be accurate and complete. All password details are accepted and may be withdrawn at our sole discretion and are exclusive to you and non-transferable and must be treated as strictly confidential at all times. In the event that you have any concerns regarding your approved log in name or password or become aware of any misuse then you must inform us immediately.
13.2    Copyright and trademarks. You acknowledge and agree that all copyright, trademarks and all other intellectual property rights and all materials and/or content made available as part of your use of this website shall remain at all times vested in us or our licensor. You are permitted to use this material only as expressly authorised by us or our licensor. All rights on this website are owned by The Cotswold Frock Shop. The website is for personal and non-commercial use only. Any attempt to copy, store or share content and information for commercial purposes is strongly prohibited. You must not attempt (and agree not to assist or facilitate any third party to attempt) to copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works from this website.
13.3    Viruses and defects. The Cotswold Frock Shop has made every effort to ensure that www.thecotswoldfrockshop.co.uk is free
 from viruses and defects. However it is your responsibility to ensure that your computer is properly protected and updated with
 specialist screening software available to screen out anything which may damage it. We cannot guarantee that using this website
 or other websites which can be accessed through www.thecotswoldfrockshop.co.uk will not result in any damage to your computer.