Term & Conditions
i) These Terms & Conditions apply to the purchase of products from Eleanor Gray, by you, the Customer.
ii) By ordering any product from Eleanor Gray you agree to these Terms & Conditions.
i) Customer – refers to you, the purchaser of any product(s) from Exclusively Eleanor.
ii) Agreement – refers to the contract between Eleanor Gray and the customer to which these conditions will apply.
iii) Product – refers to the items offered by Eleanor Gray.
i) The descriptions of the products available on the website are made as accurately as possible.
ii) Products are painted and/or made to order, and therefore will be reliant on the quality of photographs provided by the customer.
iii) All products appearing on the website are subject to availability, depending on the sourcing of the blank models.
iv) Please note that all products made to order are for ornamental use, and only appropriate for indoor display unless requested by prior arrangement. Products must therefore be stored or displayed in appropriate conditions to the product.
i) When you make an order, you will receive an e-mail confirmation. It will state what product(s) you have ordered and confirm delivery and invoice details.
ii) Please ensure all details provided are correct, with particular accuracy given to the correct address and the correct postcode.
iii) If, for any reason, an order cannot be fulfilled at that time, we will try to tell you the reason without delay.
i) The product price is set out on the website.
ii) All payments are to be paid by PayPal. PayPal provides a secure online purchasing platform.
iii) PayPal accepts all major credit and debit cards.
i) All products will be delivered to the address that you indicated upon ordering.
ii) Delivery time will depend on the number of current orders, and will be outlined in your order confirmation email.
iii) The customer will receive an email notifying them that their order has been dispatched; all orders will be sent by Royal Mail Signed for.
iv) All products will be photographed prior to dispatch to ensure accurate packaging used.
v) We currently do not generally deliver outside the UK. If, however, an order is accepted outside the UK, you may need to pay additional taxes or import duties.
Withdrawal, Returns & Cancellation
i) Under the Consumer Contract (distance selling) Regulations, the customer has the right to a 14 day ‘cooling off’ period, when you may cancel your order. As all products are bespoke and painted to order, this ‘cooling off’ period will only apply after the initial order has been accepted. Cancellation after completion of an order will not be accepted.
ii) Once the order has been finished, bespoke items cannot be returned.
iii) If, in the unlikely event that your item arrives damaged please let Eleanor Gray know as soon as possible, and within 48 hours of arrival, after which no action can be taken. Eleanor Gray may ask for the item to be returned before a refund can be offered, in which case return postage may also be refunded.
i) Eleanor Gray may be prevented in carrying out business due to circumstances beyond reasonable control including, but not only, extreme weather, war, national emergency, riot or civil unrest, fire, flood, epidemic, strikes or other labour issues which may delay the obtaining of supplies or materials, and result in the date of delivery being postponed.
i) Eleanor Gray will never make any personal details available to any other companies for any reason.
ii) We will only keep a record of your address details with the intention of sending your order.
Comment, Complaint & Contact
i) Contact details can be found on the ‘Contact Page’ of the website.
ii) If you have any comments or complaints about an order, please email us. We will endeavour to reply as soon as possible.
Term & Conditions