Terms & Policies

Cookies Policy

Cookies This is the Cookie Policy for Willow Bridal Boutique Ltd accessible from https://www.willowbridal.co.uk What Are Cookies Willow Bridal Boutique Ltd As is common practice with almost all professional websites this site uses cookies, which are tiny files that are downloaded to your computer, to improve your experience. This page describes what information they gather, how we use it and why we sometimes need to store these cookies. We will also share how you can prevent these cookies from being stored however this may downgrade or ‘break’ certain elements of the functionality of the site. For more general information on cookies see the Wikipedia article on HTTP Cookies. How We Use Cookies We use cookies for a variety of reasons detailed below. Unfortunately, in most cases, there are no industry standard options for disabling cookies without completely disabling the functionality and features they add to this site. It is recommended that you leave on all cookies if you are not sure whether you need them or not in case they are used to provide a service that you use. Disabling Cookies You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of this site. Therefore it is recommended that you do not disable cookies. The Cookies We Set Account related cookies If you create an account with us then we will use cookies for the management of the signup process and general administration. These cookies will usually be deleted when you log out however in some cases they may remain afterwards to remember your site preferences when logged out. Login related cookies We use cookies when you are logged in so that we can remember this fact. This prevents you from having to log in every single time you visit a new page. These cookies are typically removed or cleared when you log out to ensure that you can only access restricted features and areas when logged in. Orders processing related cookies This site offers e-commerce or payment facilities and some cookies are essential to ensure that your order is remembered between pages so that we can process it properly. Site preferences cookies In order to provide you with a great experience on this site, we provide the functionality to set your preferences for how this site runs when you use it. In order to remember your preferences, we need to set cookies so that this information can be called whenever you interact with a page is affected by your preferences. Third-Party Cookies In some special cases, we also use cookies provided by trusted third parties. The following section details which third party cookies you might encounter through this site. This site uses Google Analytics which is one of the most widespread and trusted analytics solutions on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging content. For more information on Google Analytics cookies, see the official Google Analytics page. Third-party analytics are used to track and measure usage of this site so that we can continue to produce engaging content. These cookies may track things such as how long you spend on the site or pages you visit which helps us to understand how we can improve the site for you. From time to time we test new features and make subtle changes to the way that the site is delivered. When we are still testing new features these cookies may be used to ensure that you receive a consistent experience whilst on the site whilst ensuring we understand which optimizations our users appreciate the most. As we sell products it’s important for us to understand statistics about how many of the visitors to our site actually make a purchase and as such this is the kind of data that these cookies will track. This is important to you as it means that we can accurately make business predictions that allow us to monitor our advertising and product costs to ensure the best possible price. We use adverts to offset the costs of running this site and provide funding for further development. The behavioural advertising cookies used by this site are designed to ensure that we provide you with the most relevant adverts where possible by anonymously tracking your interests and presenting similar things that may be of interest. We also use social media buttons and/or plugins on this site that allow you to connect with your social network in various ways. For these to work the following social media sites including; Facebook, Twitter, LinkedIn, and Pinterest, will set cookies through our site which may be used to enhance your profile on their site or contribute to the data they hold for various purposes outlined in their respective privacy policies. However, if you are still looking for more information then you can contact us through one of our preferred contact methods: Email: hello@willowbridal.co.uk Telephone: 01606 636 111 Willow Bridal Boutique 24 - 26 Wheelock Street, Middlewich, Cheshire, CW10 9AG Updated: 9th January 2022

Accessibility Policy

Willow Bridal Boutique Ltd is committed to ensuring digital accessibility for people with disabilities. We are continually improving the user experience for everyone and applying the relevant accessibility standards. Measures to support accessibility Willow Bridal Boutique Ltd takes the following measures to ensure accessibility of Willow Bridal: Include accessibility as part of our mission statement. Include accessibility throughout our internal policies. Provide continual accessibility training for our staff. Conformance status The Web Content Accessibility Guidelines (WCAG) define requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. Willow Bridal is partially conformant with WCAG 2.1 level AA. Partially conformant means that some parts of the content do not fully conform to the accessibility standard. Additional accessibility considerations “Although our goal is WCAG 2.1 Level AA conformance, we have also applied some Level AAA Success Criteria: Images of text are only used for decorative purposes. Re-authentication, after a session expires, does not cause loss of data. Some videos have sign language interpretation.” Feedback We welcome your feedback on the accessibility of Willow Bridal. Please let us know if you encounter accessibility barriers on Willow Bridal: Phone: +441606636111 E-mail: hello@willowbridal.co.uk Visitor address: 24 - 26 Wheelock Street, Middlewich, Cheshire CW10 9AG Postal address: 24 - 26 Wheelock Street, Middlewich, Cheshire CW10 9AG Instagram @willowbridalboutiqe
Twitter @willowbboutique
Facebook @willowbridalboutique We try to respond to feedback within 5 Business Days. Compatibility with browsers and assistive technology Willow Bridal is designed to be compatible with the following assistive technologies: Willow Bridal is not compatible with: browsers older than 3 major versions” or “Mobile operating systems older than 5 years. Technical specifications Accessibility of Willow Bridal relies on the following technologies to work with the particular combination of web browser and any assistive technologies or plugins installed on your computer: HTML JavaScript These technologies are relied upon for conformance with the accessibility standards used. Limitations and alternatives Despite our best efforts to ensure accessibility of Willow Bridal, there may be some limitations. Below is a description of known limitations, and potential solutions. Please contact us if you observe an issue not listed below. Known limitations for Willow Bridal: Comments from users.: Uploaded images may not have text alternatives. because We cannot ensure the quality of contributions.. We monitor user comments and typically repair issues within 5 business days.. Please use the ‘report issue’ button if you encounter an issue. Assessment approach Willow Bridal Boutique Ltd assessed the accessibility of Willow Bridal by the following approaches: Self-evaluation a formal quality assurance process throughout the design and development process Evaluation report An evaluation report for Willow Bridal is available at: https://example.org/accessibility-evaulation-report. Evaluation statement An evaluation statement for Willow Bridal is available at: https://example.org/accessibility-evaulation-statement. Other evidence Other related evidence for Willow Bridal is available at: https://example.org/accessibility-evaulation-certificate This statement was created on 9th January 2022

General Terms & Conditions Of Sale - Online

These general terms and conditions of sale ("General Terms and Conditions of Sale") apply to any order you place through the Willow Bridal Boutique Ltd website at willowbridal.co.uk (the "Website"). You must read these General Terms and Conditions of Sale carefully. By placing an order through the Website, you confirm that you have read, understood and agree to these General Terms and Conditions of Sale in their entirety. If you do not agree to these General Terms and Conditions of Sale in their entirety, you must not order any product through the Website.

Acceptance of your order
Please note that completion of the online checkout process does not constitute our acceptance of your order. Our acceptance of your order will take place only when we dispatch the product(s) that you ordered from us.

If you supplied us with your email address when entering your payment details (or if you have a registered account with us), we will notify you by email as soon as possible to confirm that we have received your order.

All products that you order through the Website will remain the property of Willow Bridal Boutique Ltd until we have received payment in full from you for those products.

During the checkout process, you will be asked to complete your payment details. All fields indicated as compulsory must be completed. Please note that we will collect and store your information, using an encrypted secure payment mechanism and will only use your information in accordance with our Privacy Policy.

All card payments are subject to authorisation by your card issuer and we take payment when we accept your order shortly before dispatch. If your payment is not received and you have already received the products you ordered from us, you must pay for the products or return those products to us in accordance with reasonable return instructions that we provide to you and in the same condition that you received them at your own expense. If you do not do this within 14 days of the date on which we cancel your order, we may collect or arrange for the collection of the products at your expense. We reserve the right to charge you for any and all damage to (or other adverse interference with) any products that are the subject of an unpaid order.

If we cannot supply you with the product you ordered, we will not process your order, inform you of this in writing (including e-mail) and, if you have already paid for the product or service, refund you in full as soon as reasonably possible.
Made to order items. For details on our terms and conditions plus refund policy please refer to our made to measure terms and conditions
International Delivery
Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK. Willow Bridal Boutique Ltd reserves the right to define what can and cannot be delivered to which destination.

Payment Purchases will be made in pounds Sterling. International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge in relation to such payment which international credit cardholders will be liable to pay.

Willow Bridal Boutique Ltd products are sold on a delivery duty unpaid basis. The recipient may have to pay import duty or a formal customs entry fee prior to or on delivery. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery.

Occasionally, the supply of your product(s) may be delayed or prevented for reasons beyond our control – for example, material shortages, import delays or higher than anticipated demand. Where this is the case, we will, of course, make every effort to keep you informed but shall be under no liability to you for such delay or failure.

All shipping costs for International items are to be paid by the customer including the return and outgoing exchange shipping. Should the item be faulty or damaged all shipping costs will be paid by Willow Bridal Boutique Ltd. International Returns
For details on international returns please refer to our returns and shipping page. Returns Policy

For details on returns please see our returns and shipping page.
Guarantee If you believe you have purchased a defective product from point of manufacture then please follow our notification and return of faulty goods procedure in our Return & Exchanges t&c’s. This does not apply to items purchased as samples or seconds.

Your Rights To Cancel
If you are a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within seven working days following your receipt of the goods or the date on which we begin provision of the services. Refunds for orders cancelled under the provisions of the Consumer Protection (Distance Selling) Regulations will be processed in accordance with your legal rights. For further information about your statutory rights, contact your local authority Trading Standards department or consumer advice centre (for example the Citizen’s Advice Bureau if you are in the UK).

If you wish to cancel (or are considering cancelling) a product you have ordered from us, please be aware of the following terms that apply: Applicability of cancellation rights: Legal rights of cancellation under the Distance Selling Regulations available for UK or EU consumers do not apply to certain products and services (for example, made to measure orders); Additional cancellation terms: Where Additional Terms and Conditions of Sale are applicable to any product you have ordered from us, these may also govern your cancellation rights and you should review these carefully; Damaged or incorrectly supplied products: You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation or if you are unable to view the items on receipt, you must inform us (by post, phone or e-mail only) within a reasonable period of time. You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied. Other cancelled products: If you want to cancel products that are not damaged or incorrectly supplied, then you must inform us of this within seven working days following the date of receipt in accordance with the Distance Selling Regulations or otherwise as soon as possible. You must take reasonable care of the products that you wish to cancel and not use them. Products should be returned in their original packaging, promptly at your cost. Please note for made to order orders or made to measure service you must inform us within 48 hours after purchase if you wish to cancel your order.
This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Damage during the course of returning products: If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.
If you cancel your order in any of the circumstances set out above save for cancellation under the provisions of the Distance Selling Regulations, we will refund any money paid by you after any products, which have been delivered to you, are returned to us. In the case of damaged or incorrectly supplied goods, we may offer you a replacement product. Any refunds given by us will be made to the debit/credit card account provided when you placed your order and will be subject to our right to withhold amounts for products that are damaged.

Where we deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can return the goods to us.

There are certain liabilities that we cannot exclude by law and nothing in these General Terms and Conditions limits our liability for personal injury or death caused by our negligence or for fraud.

You have certain rights as a consumer, including legal rights relating to faulty or misdescribed goods. For further information about your legal rights in the UK, contact your local authority Trading Standards Department or Citizen’s Advice Bureau. Nothing in these General Terms and Conditions will affect these legal rights and, in particular, we will perform our obligations under these General Terms and Conditions with reasonable care and skill.

Any products we supply to you will be of satisfactory quality. If we deliver a product to you that is not of satisfactory quality, you can contact us for a replacement or, where this is not possible, for a refund.

We are only responsible for losses that are a natural, foreseeable consequence of our breach of these General Terms and Conditions. We will not be liable to you if we are prevented or delayed from complying with our obligations under these General Terms and Conditions by anything you (or anyone acting on your behalf) does or fails to do or due to events that are beyond our reasonable control.

In any event, we will not be liable for any losses related to any business of yours including (without limitation) lost data, lost profits, lost revenues or business interruption.

Other important terms
We may update or amend these General Terms and Conditions of Sale from time to time to comply with the law or to meet our changing business requirements without notice to you. Any updates or amendments will be posted on the Website.

These General Terms and Conditions of Sale supersede any other terms and conditions previously published by us and any other representations or statements made by us to you, whether oral, written or otherwise.

You may not assign or sub-contract any of your rights or obligations under these General Terms and Conditions of Sale to any third party unless we agree in writing.

We may assign, transfer or sub-contract any of our rights or obligations under these General Terms and Conditions of Sale to any third party at our discretion.

No relaxation or delay by us in exercising any right or remedy under these General Terms and Conditions of Sale shall operate as a waiver of that right or remedy or shall affect our ability to subsequently exercise that right or remedy. Any waiver must be agreed upon by us in writing.

If any of these General Terms and Conditions of Sale are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of these General Terms and Conditions of Sale shall remain in full force and effect.

Only you and we shall be entitled to enforce these Terms of Sale. No third party shall be entitled to enforce any of these Terms of Sale, whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.

These General Terms and Conditions of Sale are governed by English law. In the event of any matter or dispute arising out of or in connection with these General Terms and Conditions of Sale, you and we shall submit to the exclusive jurisdiction of the English courts.

Ordering, Cancelling or Returning Items

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website. Find out more about our Refund policy which is incorporated into these Conditions. CONTRACT CREATION AND ELECTRONIC CONTRACTING The technical steps required to create the contract between you and us are as follows: You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website You'll need JavaScript enabled on your computer or ordering device to buy products and check out. Please enable JavaScript in your browser, then refresh your browser to continue. Alternatively, please call 01606 636 111 to order by phone We may send you an order acknowledgement email as soon as you place your order, and you will receive an order confirmation email detailing the Products you have ordered. These emails do not constitute acceptance of your order. For items being delivered to you when your product is shipped from our premises we will send you a despatch confirmation email or text message. Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in Change or cancel an order For most products sent directly from our presmises your credit/debit card will be charged when your order is placed. Non-acceptance of an order may be a result of one of the following: The product you ordered being unavailable from stock Our inability to obtain authorisation for your payment The identification of a pricing or product description error Your not meeting the eligibility to order criteria set out in the main Terms & Conditions If you are placing an order for an item that by law is age-restricted, then by clicking the order confirm button you are also confirming to us that you are of at least the legal age required to purchase the product. By clicking the order confirm button, you further acknowledge and consent to us taking steps to verify your age by reference to publicly-available third-party sources. We reserve the right not to supply any age-restricted product where we reasonably believe that you are below the relevant minimum age. We reserve the right to request proof of age identification from you if your order contains age-restricted goods, and we are unsure that you are at least 18 years old at the point of delivery or at the point of Click & collect handover. For the delivery or handover of all age-restricted goods, we operate on a Challenge 25 basis, which means that if we think you look under the age of 25, we will ask you to show us proof of age identification. If you are asked for proof of age identification and are unable to provide us with any, we reserve the right to withhold the delivery. We reserve the right to limit the number of a given item that can be bought by an individual customer should we deem it appropriate to do so. We also reserve the right to suspend your account and any associated accounts and contact you if we notice an unusual pattern of returns activity or there is other suspicious activity associated with your account or any associated accounts. In the event that this happens you will receive an email not notify you of this as soon as reasonably possible. Should we have taken payment prior to non-acceptance of your Order then we will refund you, but please note that it can take up to 10 days for the bank to transfer the funds to you The contract will be concluded in English. The details of your specific contract will not be filed by johnlewis.com. If you do require any information regarding orders you have placed with johnlewis.com, please write to us at: Customer Services, www.willowbridal.co.uk. 24 - 26 Wheelock Street, Middlewich, Cheshire, CW10 9AG CONSUMER CONTRACTS REGULATIONS 2013 This legislation offers you the following cancellation rights when you buy online or by phone: You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services. Your right to return or cancel products does not apply to goods that are made to measure or are made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This doesn't affect your statutory rights if goods are faulty or not as described. If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them. To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address. You can cancel by email or call 01606 636 111 or write to: www.willowbridal.co.uk. 24 - 26 Wheelock Street, Middlewich, Cheshire, CW10 9AG If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied. Please see our Refund policy for further details.

General Terms & Conditions

INTELLECTUAL PROPERTY AND RIGHT TO USE You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors. You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a Purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content. COMPLIANCE WITH LAWS The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website. LIMITATION OF LIABILITY While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade. We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website. To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights. We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for: any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or any loss of goodwill or reputation; or any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions. Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees. SEVERANCE If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions. WAIVER No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision. SURVIVAL Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances. ENTIRE AGREEMENT These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what John Lewis and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions. LAW The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England. CONTACT For any queries regarding our service, please contact us via email, phone or post via the Customer services essential information page. Our company details are: Willow Bridal Boutique Ltd
Registered office: 24 - 26 Wheelock Street, Middlewich Cheshire, CW10 9AG
Registered in England. Company registration number: 10345932
VAT no: GB 254 5255 06

Refund Policy

RETURNING YOUR PRODUCT BECAUSE YOU CHANGED YOUR MIND Please return your item unused and in original condition (including all labels and tags intact) with proof of purchase within 30 days, and we’ll give you an exchange or refund, as long as your returned product meets our terms and conditions and is not a made to order item. For online and telephone purchases, we'll refund the standard delivery charge if the full order is returned within 14 days.
See here for more information on your rights under Consumer Contracts Regulations 2013 RETURNING A FAULTY ITEM If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. Please disable any security features and remove your personal data. After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
Terms & Conditions of our Refund Policy If you've changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we'll exchange or refund it. By original condition we mean: you’ve kept all original packaging and labels in good condition and the product can be resold at full price you haven’t used the product the product contains no personal data and isn’t registered to a user. Unless faulty, this must be within 30 days of purchase: If you have your receipt or order confirmation email, we’ll refund using the original payment method used. If you purchased online with a gift card or voucher, usually we’ll refund you to an e-gift card. We’re unable to refund or exchange products made to your own specifications or personalised for you, unless faulty. See below for the full list of products that can’t be returned For online or telephone purchases we’ll refund the standard delivery charge, provided you return the full order within 14 days. If you are only returning some of the items on your order, then we will only refund the cost of those items Please note that if you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund, so please keep your receipt or order confirmation.

General Terms & Conditions - Made To Order - Instore

1. These Terms Of Sale

1.1. What these terms cover. These are the terms and conditions on which we supply products to you.
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 essential information. If you think that there is a mistake in these terms, please contact us to discuss.

2. Information about us and how to contact us

2.1. Who we are: We are Willow Bridal Boutique Ltd, a company registered in England and Wales. Our company registration number is 10345932 and our registered office is at 24 -26 Wheelock Street, Middlewich, Cheshire, CW10 9AG. Our registered VAT number is 254525506.
2.2. How to contact us. You can contact us by telephoning our customer service team at 01606 636 111 or by writing to us at hello@willowbridal.co.uk. Willow Bridal Boutique Ltd, 24 -26 Wheelock Street, Middlewich, Cheshire, CW10 9AG.
2.3. How we may contact you. If we must contact you, you can choose how we do so. Your choices are by SMS messaging, telephone or by writing to you at the email address or postal address when we process your order.
2.4. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3. Our contract with you

3.1. How we will accept your order. Our acceptance of your order will take place when i) you have paid an initial payment 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 or service, which we will also confirm in writing to you, at which point a contract will come into existence between you and us. See 3.5.1 regarding payment plans.
3.2. 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.
3.3. Your order numbers. We will assign an order number to your order 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.
3.4. Initial Payments (IP). Initial payments are non-refundable unless we cannot accept or fulfill your order. Initial payments are 50% of the outstanding balance on any item that is a special order. The initial payment deposit cannot be transferred to another person, garment, product, or service regardless of the situation.

3.5. Payment Plans (PP). Customers using or payment plan to pay for their bridal attire are required to leave a 10% or £250 initial payment whichever is greater. No products can be ordered with suppliers until 50% of the Balance has been paid. Any missed payments on payment plans will be subject to a £25 Charge. Failure to clear any arrears within 60 days of notification the full balance will be due.

3.6. Cooling-off period. The customer has the right to cancel the order within 7 days of the initial payment being made. In the event of cancellation occurs after 7 days regardless of the circumstances, the entire cost of the order will become due within 7 days of notification of cancellation. With all payments being made direct to Willow Bridal Boutique Ltd.

3.7. Special Order. As the garments are a specially ordered item there are no cancellations, exchanges or refunds including NOM (no oral modifications) and no variation clause will be applied.

3.8. Wear dates. It is your responsibility to give the correct wear dates for your products, or if you are getting married outside of the United Kingdom to ensure you give us the correct departure dates to ensure your ordered items arrive on time.

3.9. Ready to Wear Products: These products are competitively priced and have been reduced in price to reflect their condition as the products may have been a demonstrator, sample, cancellations, new dresses with the price reflects their condition. Faults must be brought to the attention of the staff on purchase and noted in the paperwork as these items are non-refundable and non-returnable once they have left the premises. Issues cannot be rectified once the item has left the premises. Your statutory rights remain unaffected.

4. Product descriptions and measurements

4.1. Products may vary slightly from their pictures. The images of the products in our brochure, in-store, 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 and fabrics 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 chosen product may vary slightly from those images or samples in store.
4.2. 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 loss of limbs including pregnancy and post-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.

4.3. Sizing Liability. We cannot be held responsible if a garment does not fit if you have chosen a different size from the size recommended.

4.4. Size Charts. All garments are made to the manufacturer's or suppliers' size chart and are not made to measure so may require alterations when they arrive in store.
4.5. Timing. We will measure each person for each order and advise on the size to be ordered. If the bride is 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. If a customer defers being measured to a later date it will be the customer’s responsibility to ensure that such measurements are taken within sufficient time for the products to be ordered and delivered in time for your event date.
4.6. Additional costs. Orders for garments, 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. We will advise as soon as we can if this is applicable.
4.7. Guidance. Where we provide guidance in the choice of design, size, colour, and measurements we do so without any liability.

4.8. Garment Swatches. We cannot guarantee garment swatch colours due to the nature of dye changes and fabrics. Garment Swatches available from suppliers but can take up to 30 weeks to arrive in store. We cannot accept liability for a variation in colour from the swatch to the final garment.

5. Providing products

5.1. Delivery costs. The costs of delivery (if applicable) will be advised 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 when we will provide the products to you. Unless a fixed date for delivery has been agreed in writing, we will deliver the Products within a ‘reasonable amount of time’, taking account of the complexities of any alterations to be made to the Product and the location the Product is being sourced from. By way of guidance only, Products that are not in stock typically take up to 10 months to arrive and can take longer during peak periods. If a customer orders late, the garment may not arrive until a few days before the wedding. Alterations can still be carried out within one day if necessary, regardless of complexities.
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 minimize 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 a substantial delay in that we cannot fulfill 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.
5.6. If you do not re-arrange the 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 you collect it from us. A signature will be required for all deliveries and collections.
5.8. When you own the products. You own the Products once we have received payment in full.
5.9. We may also suspend the 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 14 days of us reminding you that payment is due, we may suspend the supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending the supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 9.8). 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).

5.10. Alterations. Alterations are not included in the sale price and are at an additional fee. Alterations are completed in the boutique on Mondays, Tuesdays, and Wednesdays. You do not have to use our seamstress and are welcome to take your gown to an alteration specialist of your choosing.

6. Your rights to end the contract

6.1. Changing your mind. Unless there is a fault with the garment or product, 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; or
(b) Bespoke goods (including bridal gowns made to measure or tailored to fit garments)
(c) On-Premise contracts
(d) At the time of purchase of an ex-sample or demonstrator garment, it is the retailer’s 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.

7. Our rights to end the contract

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 a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
(c) you do not, within a reasonable time, allow us to deliver the products to you (if applicable) or collect them from us.

(d) you do not pay and keep your payment plan arrangement within its terms.
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 of the initial payment you have paid for any Products.

8. If there is a problem with the product

8.1. How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01606 636 111 or write to us at Willow Bridal Boutique, 24 - 26 Wheelock Street, Middlewich, Cheshire, CW10 9AG, or via email to hello@willowbridal.co.uk Alternatively, please speak to one of our staff in-store.

9. Price and payment

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 the 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 14 days of notification that the products are ready. We accept payment by credit/debit card PayPal payments, bank transfer but do not accept payment by cheque.
9.5. Storage costs. We can store products for an initial fee of £50 from the time of arrival instore right up to your wedding day. We do not store sale garments or products at any time. They must be removed from the premises on the day of purchase.

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 at the rate of 5% a year above the base lending rate of HSBC Bank plc 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.

9.9. Forfeiting Products. Products that are specifically ordered for the customer that does not collect the goods within 6 months of having been first notified of delivery these items will be returned to stock for resale and all monies paid will be forfeited. The 1% weekly storage charge will be payable if the customer is forfeiting the goods along with the outstanding balance.

10. Our responsibility for loss or damage suffered by you

10.1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for the loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
10.2. 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 the information we provided to you; of satisfactory quality; fit for any particular purpose made known to us.

10.3. Compensation. In the event of failure of the product, or delivery of the product you will only be entitled to a full refund at the retail price for the items purchased. We are not liable for any additional costs outside of the original purchase price.
10.3. 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.
10.4. Third-party services. We are not responsible for any services provided by a third party, whether or not such third party was recommended by us.
10.5. Shoes. Whilst we can organise for shoes to be dyed, we cannot guarantee that they will exactly match a colour swatch.
10.6. 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. How we may use your personal information

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) to advise your products have arrived in-store and are ready for collection.
(d) 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.

11.3 Opting in Consent. You can change your ways of communicating with us at any time by contacting us at hello@willowbridal.co.uk

12. Other important terms

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. You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
12.3. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
12.4. 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.
12.5. 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 from 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.
12.6. 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.

12.7. Free Wedding Attire Insurance. We offer free wedding insurance up to the value of £1000. However, we recommend that you purchase and take out full wedding insurance to cover your wedding. The particulars in relation to this insurance must be taken up with the insurance providers and not Willow Bridal Boutique Ltd. All Free wedding attire insurance must be registered within 14 days of purchase in order to qualify for the free cover. We are not responsible for the non-registration of the free wedding attire insurance.

12.8. Statutory Rights. Your statutory rights remain unaffected.
12.9. 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 The Retail Ombudsman via their website at www.theretailombudsman.org.uk or by telephone: 0203 540 8063. The Retail Ombudsman will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.


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