Terms & Conditions

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Terms & Conditions


 

 

 

 

General

Terms and conditions for LYTASA.CO.UK and The Rabbit Hole London Ltd.
Registered Address:The Rabbit Hole London is our trading name. Company registration number 8866508.

 

Delivery Information

At LYTASA.CO.UK, each piece of our collection is designed and handcrafted in the UK using artisan techniques, therefore we ask that you please be aware of our delivery times.Please allow a possible 2 weeks from the date that you place your order, until your order is dispatched for delivery.

UK Delivery

We use Royal Mail Special Delivery, a secure, next day delivery service which requires a signature upon receipt.Please note that although this is a next day delivery service – we will need to make your purchase first once your order has been placed,. Therefore the next day delivery time is from the date of dispatch, not the date the order is placed. You will receive a confirmation email when your order has been finished and dispatched.

International Delivery

We use Royal Mail International Tracked & Signed service. Delivery times are estimated at 5-9 working days from date of dispatch.Please note that we will need to make your purchase once your order has been placed,. Therefore the next day delivery time is from the date of dispatch, not the date the order is placed. You will receive a confirmation email when your order has been finished and dispatched.

Your parcel will need a signature on arrival, so unfortunately we cannot send to an unmanned PO BOX.

Packaging

Your order will be dispatched in a black, unbranded, padded envelope.

Each piece comes packaged in a black LYTASA presentation box.

Only the Men’s Limited Edition real feather bow ties are packaged in their own glass chest encased in a protective black LYTASA sleeve box.

Returns and Exchanges Policy

If for any reason you are not completely satisfied with your online purchase and would like to return the item for a refund, please contact us within 14 days of receipt of your purchase.

Exempt from any refunds are Bespoke commissions, made to order items or pieces altered to a customer request.

To return an item to us, please follow the below steps:

Download and fill in the Return Form here.

You have 14 days from receipt of your order to contact us to arrange a return of your purchase. The item must then be returned to us within 14 days from that point.

Securely package your item/s in it’s original box.

On the outside of the packaging, please make sure to clearly write your Return Number.

Affix the return delivery sticker from the Return Form on the package (Please note that this is only an address label. It is not a pre paid postage sticker, the customer is responsible for these costs)

Alternatively you can address returns to:

LYTASA RETURNS
23 VERE COURT
2-6 WESTBOURNE GARDENS
LONDON
W2 5PT
UK

Return the item to us via a secure, trackable service. If you are in the UK, we recommend Royal Mail Special Delivery.

LYTASA.CO.UK and The Rabbit Hole London Ltd. does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer.

International Returns

When returning an item from overseas, please still make sure to follow the above steps.

LYTASA.CO.UK and The Rabbit Hole London Ltd. does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer. Therefore we strongly recommend using a secure and tracked service to return the goods.

Please take care if a customs declaration form is required, to correctly mark the goods as a ‘Returned Item’. This will ensure that no additional customs fees are incurred. In the instance that an item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.

If you are at all uncertain about how to correctly fill in the customs form, then please speak with the relevant customs or post department before returning the item.

Exchanges

Unfortunately we don’t exchange products. However you can return an unwanted item that is in its original packaging and condition to us for a full refund and place a new order for an alternative item.

Please Note

Any return received without a Return Number and completed Return Form will result in a delay in your refund being processed, and in some circumstances may be returned to the sender.

Returns will not be received outside of the above stated timelines.

Refunds will be issued within 14 days of LYTASA.CO.UK receiving your return.

All refunds of undamaged and unworn products that have been correctly returned, will be credited to the customer via the original method of purchase.

Unwanted gifts and goods returned without a receipt may be exchanged for a credit note.

Please refer to our standard refund policy for items that are exempt from refund.

Returning Faulty Goods

In the rare event that goods are delivered faulty or damaged please email us so we can arrange a replacement or a refund. If the package you receive is damaged or open please do not accept the delivery and email us immediately to arrange a replacement. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item.

Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 6 months after delivery. All items that are returned as faulty will be assessed by LYTASA.CO.UK, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. We offer a full repairs service for such items. There will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred.

Gift Returns

If you have received an item as a gift and don’t have a receipt, we will happily provide a credit note for the current item price. This can be used on our website against the purchase of a different item with the same or greater value.

Please note that the above terms still apply to all gift returns.

Online Order Cancellation

If you wish to cancel an order placed online at LYTASA.CO.UK please email us immediately. Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 14 days to contact us to cancel your order, then a further 14 days to return the item to us. In this circumstance, please follow the above return instructions.

The above does not affect your statutory rights.

Late and Lost Deliveries

If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to locate it with Royal Mail.

We cannot refund or replace lost items until 20 working days after the date of despatch (30 days for international items) – this is when the Royal Mail classes items as being lost.

International delivery – When items are sent to another country, your parcel is often handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.

Items not received but tracked as being delivered – This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. You can check the signature of the person that has signed for the parcel, by entering your tracking number on the Royal Mail website. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.

LYTASA.CO.UK and The Rabbit Hole London Ltd. cannot be held responsible for goods that are lost or delayed in transit.

Prices

Goods are charged at prices shown on the product pages on the date the customer places the order and are inclusive of VAT. Errors and omissions are excepted. Orders will be processed at our published prices, otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding. All prices are stated in British Pounds Sterling £GBP. If you are purchasing from outside the UK, currency exchange rates and credit card charges may make a difference to the amount billed on your credit card.

We may from time to time offer promotional discount codes (either directly or via third parties). These codes may only be applied to purchases of full-price items and cannot be used in conjunction with any other offer or discounts.

Feedback and Complaints

We always welcome feedback from our customers as it enables us to improve our service. If we should receive a complaint about any part of our service, by phone, email or letter, then it will be dealt with promptly.

Privacy Policy

You acknowledge and agree to be bound by the terms of our Privacy Policy.

Environmental & Ethical Policy

We believe in fashion that is considerate towards animals and the environment. Some of our feathers are sourced directly from a farm in the lush countryside of Dorset.

Online Security

We do not store financial information like credit or debit card numbers on this site. All transactions are handled by a secure online independent payment service provider. We accept payment online by Visa, MasterCard, Maestro, Electron or Solo via the secure payment provider, Sage Pay.
Payment can also be made using Paypal.

Unsubscribe

If you are a newsletter subscriber, then you can update your subscription preferences or completely unsubscribe by following the links at the bottom of any of our newsletters, or alternatively you can update your preferences from the My Account page on our website.

Services and Conditions of Use

As part of our service, we agree to provide you with information and other services that we may decide to offer, subject to the terms of this agreement. Upon notice published through the service, we may modify this agreement at any time. You agree and continue to agree to use our services in a manner consistent with all applicable laws and regulations and in accordance with the terms and conditions set out in the policies and guidelines outlined below. Please note that you will be referred to as ‘customer’ in this agreement.

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