Delivery & returns

1.0 Delivery and Availability

1.1 We will contact you with an estimated delivery date, which will be within 30 days after the date on which we e-mail you to confirm Acceptance of your order. Occasionally our delivery to you may be affected by an Event Outside Our Control. See Clause 16 for our responsibilities when this happens.

1.2 You own the Products, once we have received payment in full, including all applicable delivery charges.

1.3 DSL shall deliver Products ordered by you to a courier or postal service of DSL’s choice to the delivery address that you have given us. By accepting these Terms, you agree irrevocably to appoint and do appoint the courier or postal service to be your agent for taking delivery of the Products on your behalf, and delivery to the courier or postal service shall be deemed to be delivery to you.

1.4 If you are resident in the UK, DSL shall wherever applicable, instruct the courier or postal service to deliver the Products to the address in the UK that you give us.

1.5 All delivery is subject to availability and time shall not be of the essence. We have indicated on the Website whether or not a Product is currently “in stock” (i.e. available in one of our warehouses for dispatch) or our estimate on when the Product will be available for dispatch. However, this is an estimate only, should not be relied upon and may be subject to change. If there is any delay, we will notify you of this and give you a new delivery time. As we process your order, we will also notify you if any Products unfortunately are not available. During the Christmas period, we will notify you on our Website of any additional provisions which may apply to Delivery.

1.6 A number of the Products advertised on our Website, for legal and logistical reasons, can only be delivered in certain countries. Where applicable, this is indicated on the Product page itself.

This clause 1.7 only applies if you are a consumer:

1.7 If we miss the 30 day delivery deadline for any Products then you may cancel your order straight away if any of the following apply;

  • (a) we have refused to deliver the Products;
  • (b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
  • (c) you told us before we accepted your order that delivery within the delivery deadline was essential.

1.8 If you do not wish to cancel your order straight way, or do not have the right to do so under Clause 9.7 you can give us a new deadline for delivery, which must be reasonable, and you can cancel your order if we do not meet the new deadline.

1.9 If you do choose to cancel your order for late delivery under Clause 9.7 or Clause 9.8, you can do so for just some of the Products or all of them, unless splitting them up would significantly reduce their value. If the Products have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this. After you cancel your order we will refund any sums you have paid to us for the cancelled Products and their delivery.

2.0 Inspection

2.1 Nothing in this clause affects your statutory rights pursuant to Clause 9 above.

2.2 You must inspect the Products as soon as is reasonably practicable after delivery. Within fourteen (14) working days of delivery you shall notify DSL in detail and in writing of any defect in the Products or of any other complaint that you may have in relation to the Products. If you fail to give notice in accordance with this clause, the Products shall be conclusively presumed to be in all respects in accordance with your order and free from any defect that would be apparent on reasonable examination, and you shall be deemed to have accepted the Products accordingly.

2.3 Subject to the conditions set out below, if you establish to our reasonable satisfaction that any Products are not in accordance with these Terms or any other contract between us or are defective, your sole remedy shall be limited (as DSL may elect) to the replacement of the Products or refund to you of the purchase price and any delivery costs or, where sums are owed by you to us, the issue of a credit note or a credit card account refund against return of the Products. If we require you to return the Products to us and they are defective we shall reimburse your reasonable postage cost of returning them, as set out in Clause 8.8.

2.4 The remedies set out in Clause 10.3 are subject to the following conditions:

  • (a) the claim is made in writing to DSL within three (3) months after Acceptance, or such other period as may be indicated by us for specific Products from time to time;and
  • (b) the Products or parts to which the claim relates are returned to DSL within the three (3) month period suitably packaged and carriage-paid and, where relevant, in accordance with any particular instructions that we may have notified to you at the time of supply. Returned Products or parts must be accompanied by an advice note stating the Order Number and the nature of any claimed defect, together with such further information as DSL may at the time of supply have stipulated.

2.5 You shall make any queries regarding shortages of Products by reference to the Acceptance:

  • (a) within seven (7) working days of the date of the Acceptance;
  • (b) in writing; and
  • (c) quoting the Order Number.

2.6 Queries regarding Products where we notify you of dispatch but they are not received by you must be made within seven (7) working days of the date of Acceptance, and the Order Number must be quoted. This is subject to Clauses 9.3, 14, 15 and 16. DSL need not entertain any query made thereafter.

3.0 International Delivery

3.1 Each hotel delivers to specific countries. However there are restrictions on some Products for certain International Delivery Destinations, so please review the information on that page carefully before ordering Products.

3.2 If you order Products from our site for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount.

3.3 You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

3.4 You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.

4.0 Price of Products and Delivery Charges

4.1 The prices of the Products shall be those quoted on our site at the time you submit your order. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However, please see Clause 12.6 for what happens if we discover an error in the price of Product(s) you ordered.

4.2 Prices for our Products may change from time to time, but changes will not affect any order for which you have already received an Acceptance.

4.3 All prices are calculated in British Pounds (£). The price will be converted depending on your geographical location and delivery address.

All prices on our site are inclusive of VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

4.4 The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the checkout process, before you confirm your order. For logistical reasons it is not always possible for items to be shipped together and therefore each Product will have a delivery charge levied against it

4.5 Generally speaking each hotel deals with it’s own orders. If you have a query regarding delivery please contact the relevant hotel using the contact details provided above at Clause 1.7.2.

4.6 Our site contains a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced. If we discover an error in the price of the Products you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower) price.

4.7 Prices on the Website may differ from those in DSL stores.

5.0 Consumer Right to Cancel and Returns

This clause only applies if you are a consumer.

5.1 If you are wishing to return Products because they are faulty please see Clause 10 below.

5.2 If you are a consumer, you have a legal right to cancel a Contract during the period set out below in Clause 8.4. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizen’s Advice Bureau or Trading Standards Office.

5.3 However, this cancellation right does not apply (i) in the case of any Products which become mixed inseparably with other items after their delivery and (ii) sealed items, once these Products are unsealed after you receive them.

5.4 You may return Products within fourteen (14) days of receipt. Further details of your right to cancel are given in the e-mail confirming your order.

5.5 Your legal right to cancel a contract starts from the date on which we e-mail you to confirm acceptance of your order, which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below.

  • Your Contract
  • End of the cancellation period
  • Your Contract is for a single Product (which is not delivered in instalments on separate days).
  • The end date is the end of 14 days after the day on which you receive the Product.
  • Example: if we provide you with an Acceptance on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.
  • Your Contract is for either of the following:
    • one Product which is delivered in instalments on separate days.
    • multiple Products which are delivered on separate days.
  • The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.
  • Example: if we provide you with an Acceptance of your order on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.
  • Your Contract is for the regular delivery of a Product over a set period.
  • The end date is 14 days after the day on which you receive the first delivery of the Products.
  • Example: if we provide you with an Acceptance on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.

5.6 All customers who cancel under this statutory “cooling off period” shall be entitled to a full refund. Any customers who would like to cancel an order pursuant to this statutory right should contact our Customer Services Team (see Clause 1.7.2 above for contact details).

5.7 If you cancel your Contract we will:

(a) refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 3-5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

(c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

(i) if you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see Clause 8.10;

(ii) if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.

5.8 If you have returned the Products to us under this Clause 8 because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

5.9 We will refund you on the credit card or debit card used by you to pay. If you used a Gift Card to pay for the Products we may refund you in vouchers.

5.10 If a Product has been delivered to you before you decide to cancel your Contract:

  • (a) then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You can either send it back, return it to us in-store or hand it to our authorised carrier. If we have offered to collect the Product from you, we will collect the Products from the address to which they were delivered. We will contact you to arrange a suitable time for collection;
  • (b) unless the Product is faulty or not as described (in this case, see Clause 8.8), you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection.

5.11 Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this Clause 8 or anything else in these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

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