Terms of Service

Terms of Service – Isla & Vale London

Welcome to Isla & Vale London. By accessing or using this website, including purchasing products from us, you agree to be bound by these Terms of Service (“Terms”). Please read them carefully before using our site.

1. Definitions

  • Consumer: A natural person who is not acting in the course of a profession or business.
  • Business: Isla & Vale London, offering products and services online.
  • Distance Contract: A contract concluded through remote means of communication (online).
  • Withdrawal Period: The time during which a consumer may exercise the right to cancel the contract.

2. Company Information

3. Applicability

  • These Terms apply to all offers, contracts, and purchases made through our website.
  • By using our website or placing an order, you accept these Terms.
  • If you do not agree, you may not use our site or services.

4. Offers & Products

  • We provide accurate descriptions and images of our products, though colors may vary slightly.
  • Any obvious mistakes or errors in offers are not binding.

5. Contract Formation

  • A contract is formed when the consumer accepts an offer and meets the stated requirements.
  • Online contracts are secured using appropriate technical and organizational measures.

6. Delivery

  • Orders are processed within 1–3 business days and delivered within 8–14 business days within the UK.
  • A tracking link will be sent once the order has been dispatched.
  • If a product is unavailable, the consumer will be informed and entitled to a refund or replacement.
  • Please refer to our Shipping Policy for full details.

7. Right of Withdrawal

  • Consumers have 30 days from receiving their order to request a return, consistent with our Return & Refund Policy.
  • During this period, products must be handled with care and returned in original condition.
  • Certain items, including hygiene products and custom items, are excluded from the right of withdrawal.

8. Refunds

  • Refunds will be processed according to our Return & Refund Policy.
  • Original shipping costs are non-refundable.
  • Orders refused at delivery or not collected are not eligible for a refund, in line with our Shipping Policy.

9. Pricing

  • All prices include VAT unless stated otherwise.
  • Price changes within 3 months of contract conclusion are permitted only due to legal changes.

10. Complaints

  • Complaints must be reported within 7 days of delivery.
  • Valid complaints will be handled within 14 days, with a replacement or compensation provided where appropriate.

11. Order Cancellations

  • Orders can be cancelled within 24 hours of placement due to automated processing.
  • After this period, cancellations are no longer possible.

12. Contact Information

For questions regarding these Terms of Service, please contact:
📧 support@islavale-london.co.uk