Terms & Conditions
- Doing business with us
- Contact & Business information
- Orders and Enquiries
- UK-wide Delivery (by mail or courier)
- Local Delivery (Lancaster district)
- Returns and Refunds
- Copyright & Intellectual Property
- Links Between this Website & Other Websites
- Using Communication Features
- Customer Accounts
- Accuracy of Information
- Availabilty of the Website
About Esme: Esme is an independent online retailer based in Lancaster, UK, specialising in environmentally friendly and fairly traded consumer products. We accept orders by telephone and email and through this website. We provide a weekly delivery in our local area, and we also offer a UK-wide delivery service. We also sell products at local markets and fairs throughout the year.
Our product range includes homecare products, cosmetics and toiletries, baby products and ethically sourced gifts, as well as a limited range of packaged foods. We continually develop and expand our range, taking customer feedback into account.
Distance Selling Regulations: When selling on the Internet, we are bound by the Consumer Protection (Distance Selling) Regulations 2000 (DSRs). 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. The provisions of the DSRs 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.
Doing Buisness With Us
Telephone: 01524 751659
Ways of ordering: As well as placing orders through out Shopping Cart and Checkout, orders and enquiries may be made by Telephone or by Email. Some goods can only be ordered in this way, and it will no be possible to place such items in the Shopping Cart.
Confirming your order: In the event of a telephone or email order or enquiry, 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. 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. Goods ordered through our online Checkout will receive an automatic confirmation. In all cases, there will be further communication to indicate progress with your order, for example to let you know when goods have been dispatched.
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.
Order cancellation: You may cancel your order up to fourteen days after goods have been delivered. We accept cancellations by email or letter. We will reimburse the full cost of the goods and standard delivery charges (excluding charges for any 'special' delivery service that we may have provided, such as Saturday courier delivery), but not the costs incurred by you in returning the goods to us. If you decide to keep some goods and return others, we will not refund the delivery charge that you would have paid if you had only ordered the goods that you decide to keep. 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 at our discretion. 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.
- Credit or Debit Card: the default method for online purchases via our Shopping Cart and Checkout. We also accept card payments at some events.
- Bank Transfer (BACS / Faster Payment): may be offered to customers placing orders by telephone or email.
- Cheque: we accept Sterling cheques drawn on UK banks, payable to 'Steven Fligelstone'. 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 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 fulfilled, 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.
Standard delivery area: We deliver up to distances of 10 miles (by road) from our Galgate headquarters. Delivery outside this area is subject to agreement, and may incur an additional charge.
Delivery charges: Our standard delivery charges are available here. The majority of our local deliveries are made free of charge.
Delivery schedule: Our regular delivery day is currently Thursday, but we will deliver on other days if we are passing. Arrangements will be made when an order is confirmed.
Delivery addresses: We particularly welcome delivery to workplaces or community facilities where someone is in daytime attendance. This is both because it is potentially more efficient (multiple customers sharing a single delivery address) and in order to minimize traffic in residential areas.
Home delivery: The above paragraph notwithstanding, we are happy to deliver to you at home if this is your preferred or only option. We encourage people who take deliveries at home to act as a delivery point for their friends and neighbours, too.
Customers expecting a delivery at home should make sure that they are going to be in on the day in question, or that they have paid in advance and left instructions about where to leave the goods.
Delivery to non-residential addreses: Customers expecting a delivery at work (or similar) should ensure that we are able to access the premises, and that we know where to leave the goods and how to collect payment, where applicable.
Unsuccessful delivery attempts: If we are unable to deliver because the customer is not in, has not left instructions, or has left instructions that could not be followed, this may result in delivery being substantially delayed. In the event of repeated failures to deliver to a particular address, we may be unable to undertake to deliver to that address in future.
DISCLAIMER: Esme cannot accept responsibility for goods which have been left as instructed, but not subsequently received by the customer.
Satisfaction guarantee: In general, we offer a 30-day money back guarantee. We believe in the goods we supply, and we want our customers to be happy. If you are genuinely dissatisfied 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, please return the item in an unused, saleable condition. In this case, a 14-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.
Items sent in error: If we have sent you the wrong item by mistake, please let us know immediately, and at any rate no later than 14 days after receipt of the item, so that we can arrange to rectify this.
Unsatisfactory items: If you are not satisfied with the quality or performance of an item, please let us know within 30 days, saying why you are unhappy with the product, and provided that we accept that your reason is genuine, we will arrange a refund.
Manufacturer's warranties: For items which become faulty or otherwise unsatisfactory after 30 days have expired, customers may be able to make a claim under the terms of the manufacturer's warranty. We are not party to such warranties, and therefore you should contact the manufacturer directly.
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.
Please always 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.
Payment of refunds: Refunds will normally be paid using the same method as that used to pay for the goods for which a refund is being made. In the event that goods were paid for with cash, but where it is not feasible to reimburse you directly with cash, we will contact you to discuss an alternative means of payment.
Refunds will normally be paid within 3 working days (and in any event no more than 30 days) of receipt of any items to be returned, or of our agreeing that items need not be returned.
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.
To receive news of offers, new services and catalogue updates, please join our mailing list as we do not send out unsolicited emails. You can leave at any time, and we will not give your details to anyone else. You can subscribe to our newsletter by entering yor details on our website, our Facebook page, or by visiting this signup page.
Using Our Website
General copyright: All content on this website, unless uploaded by users, including, but not limited to, text, graphics, logos, icons, images, sound clips, video clips, data compilations, page layout, underlying code and software is the property of Esme, our affiliates or other relevant third parties. By continuing to use the website you acknowledge that such material is protected by applicable UK and international intellectual law.
Third party intellectual property: Except where indicated, intellectual property rights in trademarks and product images and descriptions and other material belong to the manufacturer or distributor of the product or products in question. Subject to the Fair Use provision (see below), except where indicated on the website, such material may not be reproduced, copied, distributed, modified or re-used without the express written permission of the relevant manufacturer or supplier.
Fair Use exceptions: Material from the website may be re-used without written permission where any of the exceptions detailed in Chapter III of the Copyright Designs and Patents Act 1988 apply.
Links to Other Sites: External from this website are to sites which, unless expressly stated, are not under the control of Esme. We assume no responsibility for the content of such websites and disclaim liability for any loss or damage arising out of their use. The inclusion on this website of a link to another site does not imply any endorsement of the site or of those in control of it.
Links to This Website: Those wishing to place a link to this website on other sites may do so only to the home page of the site without our prior permission. Deep linking (that is, links to specific pages within the site) requires our express written permission. This does not preclude linking to individual product pages or blog entries on a Fair Use basis.
Editorial rights: We may monitor any and all communications made to us or using our system, and we retain the absolute right to decide whether any user-submitted material of any kind whatsoever is published and retained on the site or deleted. For reasons including, but not limited to, length, accuracy, comprehensibility or acceptability, we may 'silently' edit material without changing what we consider to be its basic meaning and without changing the attribution of authorship, where such exists. We do not have to state a reason for deleting or editing user content.
Decent and legal conduct: You must not submit content which is unlawful or objectionable, including content which we consider to be abusive, threatening, vulgar, obscene, harassing, defamatory, ageist, sexist or racist. You must not submit content that is intended to promote or incite hatred or violence.
Copyright and use: By submitting material such as comments on blog posts or product reviews for public viewing, you waive any rights to impose restrictions on our use or distribution of such material. Normally we will only re-use such material anonymously and in smaller segments of no more than 100 words.
Language: The first language of this website is English. We may be unable to respond to enquiries submitted in other languages.
Your identity: The means by which you identify yourself must not violate these terms and conditions or any applicable laws. You must not impersonate other people or claim, or appear to claim, an official status to which you are not entitled.
Communications abuse: You must not use our system for unauthorised mass-communication such as 'spam', 'junk mail' or 'trolling'.
Retention of material: You acknowledge that we may retain copies of any and all communications made to us or using our system.
Consequences of non-compliance: If you do not use our system in accordance with these rules, we may suspend or close your account. In cases of legal breaches, we may refer the matter to the relevant authorities.
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Changes To These Terms & Conditions
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