OUR TERMS AND CONDITIONS
Our customers are really important to us and we care about being open and honest in all transactions. If you require clarification or explanation about these Terms and Conditions, please feel free to contact us at support[at]mirrorinthekkycashmere.com
1. How to order our products
1.1 Orders can be placed online or by telephone.
1.2 Having placed an order online or on the telephone you will receive an order confirmation to your email address. At this point you should contact us immediately if you have any concerns or questions about your order.
1.3 Once you have made your order, your payment is cleared through PayPal or other clearance process. You should receive a message from the payment processor confirming your transaction. If you have any queries regarding this process you should contact the payment processor immediately.
1.4 Order confirmation is an automatic process that will transfer your order to our delivery system within 24 hours. Depending on the product and time of the week, it takes another 24-72 hours to fully process your order and dispatch it. If there are any problems with the payment process, product availability or the delivery process you will be contacted during this period. See delivery below for the next steps.
1.5 When your goods are dispatched you will receive a Shipping Confirmation email. Goods are normally delivered within 72 hours within Europe and 5-days worldwide. Please contact us if you do not receive our order within this time and we will initiate our trace system. Sometimes, there are slight delays at festival times and at very busy periods of the year (for example, Valentine’s and Mother’s Day), so we will contact you regarding your order and suggested delivery options.
2.1 Prices are as displayed on our Spanish website in Euros. All transactions will be converted to Euros through our payment clearance systems.
2.2 We try to ensure that prices shown on our Site are accurate, but they will still need to be validated before your order is processed. If there is a price difference, we will contact you immediately and should you wish to cancel your order, we will refund any money.
2.3 Prices displayed are inclusive of IVA but exclude delivery charges where applicable. Please see the Delivery section below for details of our charges.
3.1 We currently accept Paypal, direct deposit or credit/debit payments cleared by the Santander Elavon Payment System, see http://www.santanderelavon.com/compania.html#compania for details. We reserve the right to change our payment methods at any time.
3.2 We do not retain any payment details. SanatanderElavon and PayPal are secure, encrypted systems (SSL) so as to minimise the risk of your details being read by an unauthorised individual. If you have any questions about either please contact them in your home country.
3.3 Occasionally, we accept payment for goods by bank transfer. In these cases, goods will only be dispatched when the funds are cleared by our bank.
4. Sales Contract
4.1 No contract will exist between Mirror in the Sky (Aamango SL) and you, the customer, until goods are dispatched. Acceptance will be deemed complete and effectively communicated at this time.
4.2 A legally binding sales contract is created when the goods are dispatched.
4.3 Ownership will pass when the goods are dispatched.
5. Right to cancel your contract
5.1 You may cancel your contract with us for the goods you order at any time up to the end of the thirtieth (30th) working day from the date you receive the ordered goods.
5.2 You do not need to give us any reason for cancelling your contract nor will you have to pay a penalty.
5.3 You cannot cancel your goods if they are perishable.
5.4 To cancel your contracts please email us at support[at]mirrorintheskycashmere.com
5.5 Where goods have already been dispatched, they must be returned in perfect condition, unused and in the original packaging to the return address at clause 5.7 (below).
5.6 All international returns must be marked clearly on the outside with ‘Returned Goods’ to avoid import duty. Any import duty that is incurred will be deducted from your refund amount.
5.7 Return shipping address:
Mirror in the Sky (Aamango SL NIF: ESB65363756)
Passeig Manuel Girona 5, 3er
5.8 Upon receipt of the goods we will credit the purchaser with the purchase price less any handling charge which may have been incurred. We will not be responsible for any refund of postage or carriage. We recommend that an insured service is used to ensure safe arrival of the return as proof of return will be required for any missing goods.
5.9 If your goods need to be returned by courier or freight you will be responsible for the cost of this, though it may be arranged by us if required.
5.10 Please note we do not have an exchange policy.
6. Cancellation of your order by us
6.1 We reserve the right to cancel the contract between us if:
6.1.1 We have insufficient stock to deliver the goods you have ordered.
6.1.2 We do not deliver in your area.
6.1.3 One or more of the goods you ordered was listed as the incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
6.2 If we cancel your contract we will notify you by email and will credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for consequential loss or disappointment suffered.
7. Delivery and Freight
7.1 Our aim is to deliver all orders within the specified times once receipt of payment has been confirmed. All deliveries are subject to stock availability and security checks. Delivery will be made to the address provided. If the product is paid for by PayPal it will be delivered to the address which is registered with PayPal. The site is unable to change the address due to PayPal’s security policy.
7.2 We endeavour to deliver every product within our stated times and schedules, however, we will not be liable for any loss caused to you by late delivery or for late deliveries as a result of Courier actions which are beyond our control. Please contact us at support[at]mirrorintheskycashmere.com as soon as possible if you do not receive your goods within a reasonable time. We will endeavour to get your goods to you as soon as possible or you may cancel your order. You will be refunded once the goods have been returned to us in good order or classified as lost by the courier company.
7.3 We will attempt to deliver your order to the delivery address stated on your order form. If products are returned to us as undeliverable either because of an incorrect address or because of customer failure to contact the courier company or collect the goods from the depot where requested, we shall refund the price of the products less delivery costs incurred by us in sending out the goods plus any additional costs charged to us by the courier company for returning the goods to us. If we have to re-dispatch the order, if it has been returned to us, for reasons outside of our control there may be a charge.
7.4 If a customer requires a parcel to be redirected because a wrong address has been given, there will be a redirect charge.
7.5 If the products we deliver to you are damaged or we have sent you the incorrect goods or quantity, please contact us within seven (7) days of delivery at support[at]mirrorintheskycashmere.com Please do not sign for any packages that are damaged or opened.
7.6 All our deliveries are sent out using a signed for courier or freight service. For security purposes, we do not deliver to P.O. Box numbers.
7.7 All standard delivery charges are included in the price of your product. Approximate standard delivery times:
- Europe / UK: 3-4 days
- USA / Canada: 5-7 days
- Aus / NZ / Hong Kong / Japan: 8-10 days
- Rest of the World: 10-14 days
7.8 There may be additional delivery charges that apply for special requests, we will contact you in these cases to confirm options and how you would like to receive your order.
7.9 We have endeavoured to keep our prices below the duty and VAT threshold for most countries around the world. However, rates and systems can change and you will be responsible for any applicable charges.
7.10 Some customs departments around the world can be very slow and we only wish we could speed them up. We will always try our best to ship products to suit your best timing, but we cannot be held responsible for customs delays.
7.11 If you are ordering products as a gift or will be delivered to someone else, please make sure they are aware they will be responsible for these additional charges. We have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes. We would advise that you check the import charges applicable in any country before ordering products to be delivered there.
8. Vouchers and Promotional Discounts
8.1 Gift Vouchers cannot be exchanged for cash.
8.2 Gift Vouchers can be used against full price and sale items.
8.3 Promotional discount codes may not be used in conjunction with other offers and sale items.
8.4 If a customer makes a return for a product they have purchased with a gift voucher a new gift voucher will be credited for that amount.
8.5 Promotional discounts are restricted to one use per customer unless otherwise stated.
9. Liability and Warranty
Each product is handcrafted and any irregularity is to be considered an intrinsic characteristic. Cashmere is particularly delicate and we recommend you handle your shawl with the greatest care, avoiding any contact with jewellery or any surface that could cause damage.
9.1 If the goods we deliver to you are not what you ordered or are damaged or defective beyond the intrinsic nature of handmade products or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 7 working days of the delivery of the goods in question.
9.2 If you do not receive the goods ordered within the date specified on our order confirmation or on the website we shall have no liability unless you notify us at our contract address within 30 days of ordering the goods.
9.3 If you notify a problem to us under clause 10.1 or 10.2 above, our only obligation will be, at your option:
9.3.1 To make good any shortage or non-delivery
9.3.2 To replace or repair any goods that are damaged or defective; or
9.3.3 To refund to you the amount paid by you for the goods in question in whatever way we choose.
9.4 Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expense (including loss of profits business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods.
9.5 You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our Site. The importation of certain goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
9.6 Nothing in these Terms and Conditions is intended to limit any rights you may have as a consumer neither under applicable local law or other statutory rights that may not be excluded nor in any way to exclude liability for any death or personal injury resulting from our negligence.
9.7 We reserve the Right to change or amend these Terms and Conditions at any time without notice.