esme

About Esme: Esme Trading Limited is a delivery-based retailer in Lancaster, UK, specialising in environmentally friendly and fairly traded consumer products. We accept orders by email and deliver weekly in our local area, and we also operate a UK-wide mail delivery service. We also sell products at local markets and fairs throughout the year.

Our range includes homecare products, cosmetics and toiletries, baby products and ethically sourced gifts, and we continually develop and expand our range, taking customer feedback into account.

• Orders and Enquiries
• Payment
• UK-wide Delivery (by mail or courier)
• Local Delivery (Lancaster district)
• Returns
• Contacting Esme
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Distance Selling Regulations: When selling on the Internet, we are bound by the Consumer Protection (Distance Selling) Regulations 2000. These regulations provide safeguards to customers purchasing goods whch they have not had the opportunity to inspect in person from sellers they have not dealt with face to face. They do not necessarily apply to purchases by regular or local customers of goods which they have examined previously. Such purchases are covered by the Sale of Goods Act 1979, the Consumer Protection from Unfair Trading Regulations 2008 and other UK legislation.

To order or to make an enquiry: Email us at Orders@OurEsme.com — you can use the 'Order Now' button at the bottom of any product page, or the link which appears at the top most pages in our pdf catalogue supplements.

How we will respond: We will reply as soon as possible to a) answer your query b) confirm your order or c) seek any necessary clarification from you. If your order is firm and we have the products in stock, we will accompany confirmation of your order with an invoice and set out your payment options (see below). If we are not able to fulfil your order within our usual timescale, we will write and explain the problem, and ask whether you wish to proceed before requesting any payment from you.

Price validity: When we send you an invoice for payment in advance, payment should be made within 15 days of the request being made in order for the price to be guaranteed. If you do not make the payment within this time, and the price for the product increases, we may charge you the higher price. If we do not hear from you at all during this period, we will assume that you do not wish to proceed, and cancel the order.

Minimum order value: There is no minimum order value.

Order cancellation: You may cancel your order up to seven days after goods have been delivered. We accept cancellations by email or letter. We will reimburse the full cost of the goods and any delivery charges, but not the costs incurred by you in returning the goods to us. In certain cases, such as earrings or undergarments, orders cannot be cancelled if the items in question have been worn. See Returning an item, below, for more information.

How to pay for your order: Local customers may arrange to pay cash on delivery, or may, after a period of custom, open a monthly payment account. In all other circumstances, goods must be paid for in advance by one of the methods outlined below. Detailed instructions will be provided when your order is confirmed.

• Bank Transfer (e.g. BACS / Faster Payment): if you use Internet Banking, this the simplest and quickest way to pay.
• Credit or Debit Card: we accept all major credit and debit cards over our telephone payment line. Online card payment facilities will be introduced at a later date.
• Cheque: we accept Sterling cheques drawn on UK banks, payable to 'Esme Trading Limited'. We reserve the right to clear cheques before delivery.

Delivery and Handling Charges: Our standard delivery charges are available here. These charges may be revised without notice, but the current charges will always be displayed on our website and the charge for any particular order will be made known to the customer before any payment is taken.

Speed of delivery: We operate on a 'best efforts' basis, using either Royal Mail first class or a next-day courier. We do not, however, guarantee a next-day service.

Timing of dispatch: Our commitment is to dispatch goods within two working days of receipt of your payment, although we will often dispatch goods sooner than this. If we are unable to dispatch goods within this timsecale, for example due to goods being temporarily out of stock, we will inform you before your order is confirmed, so that you can make an informed choice on whether to proceed with the order.

International Delivery: We do not currently deliver goods outside the UK.

Satisfaction guarantee: In general, we offer a 50-day money back guarantee. We believe in the goods we supply, and we want our customers to be happy. If you are not satisfied with the quality of an item, we will be happy to refund your money. If your item is faulty, we will be happy to exchange it. A few exceptions to this policy are set out below.

Exceptions: The following restrictions apply to our money back guarantee. These do not affect your statutory rights:

• Special Order items: Items ordered specially for customers are not covered by our money back guarantee.
• Underwear and earrings: Undergarments and earrings (and, by extension, any other items which could not be sold in good faith to another person) cannot be returned once worn unless faulty.
• Unwanted items: If returning an item simply because it is not what you wanted or expected, but which is not faulty, or if cancelling an order for any other reason than a deficiency of the product or our description of the goods, the item must be returned in unused, saleable condition. In this case, a 7-day deadline applies (see Cancelling an order, above).

Faulty items: If you have purchased a faulty item from us, please let us know and we will arrange an exchange or refund.

Unsatisfactory items: If you are not satisfied with the quality or performance of an item, please let us know within 50 days, and we will arrange a refund.

Cost of returning items: If we are at fault, or have supplied defective products, we will refund the cost of returning them to us. Otherwise, such costs are to be borne by the customer. In certain circumstances, to save unnecessary expense, we may ask that goods be disposed of rather than returned.

Return address:
Esme (Returns)
Unit 16, Galgate Mill
Galgate
Lancaster LA2 0PR
 
Please check with us before returning items so that we can deal with any refund or exchange with a minimum of delay.

Failure to return items: If you fail to return within 30 days items which you have said that you no longer want, or for which a refund or replacement has been issued, we may assume that you have decided to keep the items in question after all and charge you for the goods in question.

Your duty of care: You must take reasonable care of goods which you have decided not to keep, as stipulated in the Distance Selling Regulations 2000. If you have any questions about the safe return of unwanted items, please contact us.

You can write to us at either of the following email addresses:

• General enquiries, including complaints: info@OurEsme.com
• Orders / availability enquiries: orders@OurEsme.com

Our postal address is:
Esme Trading Limited
Unit 16, Galgate Mill
Galgate
Lancaster LA2 0PR
 
Tel: 01524 752204 or
Tel: 01524 752081

Company information: Registered office — Priory Close, St Mary's Gate, Lancaster LA1 1XB. Company registered in England —registration no. 6977304

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