Terms of service

Welcome to our terms and conditions of sale and delivery.

These terms and conditions apply to customers located in the UK ("Customers") who access the Kaaren Buchanan website ("Website"). Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.

These are the terms and conditions of Kaaren Buhcnana Limited (“Kaaren Buchanan"), which is the company that sells goods to Customers on the Website. If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions.

Kaaren Buchanan Limited's registered address is Royal Mews, St. Georges Place,Cheltenham,GL50 3PQ Company Number:11887391and VAT Number: 355 7591 63

You should print a copy of these terms and conditions for future reference.

The Website is operated by Kaaren Buchanan Limited, whose registered address is Kaaren Buchanan Limited, Ash Wood, Slanting Hill, Hermitage, West Berkshire RG18 9QG

If you have any questions about the Website please contact customer services.

How to order

1. Select the goods you require from the Website and click 'Add to bag'

2. Choose the quantity of goods you wish to purchase from Kaaren Buchanan (the default will be one (1) unit). Please note that a limit is set to ninety-nine (99) units per item. To order quantities greater than 99 units per item, please contact customer services who will be able to assist you with your order

3. Review your bag and make sure all specifications such as size (see our sizing chart) and colour fit your requirements, then click "Secure Checkout"

4. If you are a new user, you will need to enter an email address and create a username and password. You must keep your username and password confidential as they allow access to your account. To continue setting up an account you will need to enter your personal details, billing address (which must correspond with your payment card address) and delivery address

5. Once you have set up an account, you will be directed to the shipping confirmation and delivery options page where you may enter voucher codes, select the type of delivery, and vary delivery and/or billing addresses.

6. You will then proceed to the secure payment page where you may select the payment type and complete your order. Your payment will be collected from you by Kaaren Buchanan. Following submission of your order you will be sent an automated order acknowledgement to the email address provided.

By placing an order through the Website, you warrant that you are legally capable of entering into binding contracts.

How the contract for the goods is formed between you and Kaaren Buchanan Ltd.

After placing your order, you will receive an automated order acknowledgement. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by Kaaren Buchanan.

You will receive an email confirming that Kaaren Buchanan has accepted your order when your order has been processed and is ready for delivery by Kaaren Buchanan.

Once Kaaren Buchanan accepts your order, a contract to purchase the goods from Kaaren Buchanan takes effect between you and Kaaren Buchanan.

The contract to sell goods to you only relates to those goods listed in the confirmation email.

You will not be charged before your order has been processed and is ready for delivery.

However, upon receipt of your order, Kaaren Buchanan will create an authorisation. This will show on your bank statement as a reservation of funds which allocates the money to your order, but this will not be realised until your order has been picked and processed in the Kaaren Buchanan department. In the event of us not being able to fulfil your order we will immediately request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

Our goods

A description of the main characteristics of goods can be found on the product pages of the Website.

Prices for goods on the Website appear on the product pages and include all applicable taxes.

Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.

The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.

Kaaren Buchanan is under no obligation to sell incorrectly priced goods to you at the incorrect price.

Some offers carry a maximum quantity per customer. If this is applicable, this is detailed on the individual offer.

Data protection and privacy

Any personal information provided to us will be processed in accordance with our privacy policy.

Method of payment

You may pay by

American Express (AMEX)
Gift Cards
Maestro
Mastercard
PayPal
VISA
VISA Debit
VISA Electron

Please ensure if you are using a credit card that you provide the card holder's name as it is shown on the card, and the billing address corresponds as it appears on the card statement. Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.

Gift cards

Gift Cards can be redeemed by UK and Irish customers only online at Kaaren Buchanan. Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. Please treat Gift Cards as cash, we will not accept liability for lost, stolen or damaged cards. Gift Cards are valid for 24 months after purchase. Any balance remaining after expiration of the validity period will be cancelled.

Gift Cards cannot be used to buy further Gift Cards.

Gift Cards cannot be used to purchase goods for delivery outside of the UK.

Fraud Prevention

To help us prevent fraud, orders of £200 GB pounds or more may require a landline telephone number. Card fraud is illegal, and perpetrators will be prosecuted.

UK Delivery

Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.

UK delivery charges will be confirmed to you, before your order is accepted.

If your order is particularly heavy, it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.

Please note we are currently unable to deliver to PO Boxes.

UK Delivery options

Kaaren Buchanan offers the following options for orders – Standard Delivery (usually £4.90) and Next Day Delivery (usually £7.99) . Please see below for further information about UK delivery options.

Delivery times depend on the delivery service selected and the types of goods ordered.Kaaren Buchanan always aims to dispatch all goods in stock as quickly as possible. The maximum UK delivery lead time for goods is 30 days unless specifically agreed by Kaaren Buchanan with you.

Kaaren Buchanan will use third party couriers. Couriers will require a signature to ensure safe receipt of your goods.

If you are not available to collect and sign on the courier's first visit they may leave it at a neighbouring address, or in a safe place (i.e. hidden from sight and protected from the rain). A calling card will be posted through your door to let you know this has been done. If there is no safe place a calling card will be left with the courier's contact number to arrange re-delivery.

The couriers will attempt re-delivery up to a maximum of three (3) times and if delivery is not successful after the third attempt, they will return the goods to Kaaren Buchanan and Kaaren Buchanan will issue a refund on their behalf. Kaaren Buchanan reserves the right to re-charge the delivery cost for re-delivery.

Standard Delivery

If you select Kaaren Buchanan standard delivery option, Kaaren Buchanan aims to have all accepted orders placed before 8pm dispatched in three (3) to seven (7) days, excluding Weekends and Public/Bank Holidays.

Next Day Delivery

Place your order before 4pm and receive your order the very next day (excludes Public / Bank Holidays). For only £7.99!

If you select our Next Day Delivery option, and your order is placed and accepted before 4pm, we aim to have your order delivered to your door the very next day provided the next day is not a Public / Bank Holiday. Orders placed after 4pm will take an extra 24 hours to deliver (excludes Public / Bank Holidays).

Delivery of Pre-Order Items

If you pre-order goods with a launch date, then we will reserve your goods and hold the whole order until the day before the launch date. We will dispatch the pre-ordered goods via Express Delivery the day before the launch date, if delivery is within the UK.

Split delivery

Jack Wills may split delivery of your order into several parcels based on stock availability. You will not be charged extra for this method of shipping. Any additional consignments for delivery in the UK will be sent using the "UK Delivery option: Express Delivery".

Free delivery offers

Free delivery offers, when available, only apply to orders for delivery to the UK Mainland (which excludes the Shetland Isles, Outer Hebrides, Guernsey, Jersey, Isle of Wight, Isle of Man, Isle of Scilly and Northern Ireland). Free delivery offers are sent using Standard Delivery service, please see "UK Delivery option: Standard Delivery". Free delivery offers cannot be used in conjunction with any other offer, promotion or discount code.

Cancellation period for online purchases

In addition to your statutory rights (whereby you have 14 days from the date of delivery of your purchase(s) to notify us of a cancellation, followed by 14 days from the date of notification to return the unwanted purchase(s)), you have 28 days after the day on which the items are delivered to you (or someone receives the items for you) or you collect your items from one of our stores (UK Mainland only) to change your mind and return the items back to us

If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order)

If your order contains items shipped to you by one of our Direct Suppliers, the cancellation period may differ

Can I cancel any item that I order?

Within the cancellations period, you can cancel any item ordered online in accordance with the terms in this section, apart from:

• deposits;

• magazines;

• personalised or bespoke items (including but not limited to: made-to-measure/order goods e.g. furniture);

• any items which deteriorate or expire rapidly (including but not limited to: perishable goods e.g. foods);

• any items that are sealed for health protection or hygiene reasons if you have unsealed them (including but not limited to: cosmetics, duvets, face masks, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pierced earrings, pillows and swimwear);

• any computer games where the seal on the wrapping has been broken; and

• any items that have been inseparably mixed after delivery.

unless they are faulty, damaged upon delivery or incorrect.

Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.

How do I notify you that I want to cancel my order?

For items returned within the cancellation period, you may notify us that you are cancelling your order but you do not have to.

To do this, please send an email to kb@kaarenbuchanan.com or by post to:

Customer Returns,
Kaaren Buchanan

Ash Wood

Slanting Hill

Hermitage

West Berkshire

RG18 9QG

Please give Kaaren Buchanan a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.

You can also use the Return Forms, but you do not have to. To use the form, simply print it off, fill it in and, either scan and email it to Kaaren Buchanan at the above email address or post it to Kaaren Buchanan at the address above.

How do I send my items back?

You must return your items by post to the below address no later than 28 days after the day on which the items are delivered to you (or someone receives the items for you) (UK Mainland only) to change your mind and return the items back to us.

Customer Returns,
Kaaren Buchanan

Ash Wood

Slanting Hill

Hermitage

West Berkshire

RG18 9QG

Any returns are at your own risk. For your protection, Kaaren Buchanan recommends that you return your items either by tracked post.

You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. Where an item cannot, by its nature, be returned by post (for example an exercise bike) we charge a collection fee.

The items need to be in the original packaging where it forms part of the goods (for example, boxed goods, garments and gift items). Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return. Return postage is at your own cost and risk.

How much money will be refunded to me?

Kaaren Buchanan will refund you in full for any items you return but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.

If you are returning all items in your order, Kaaren Buchanan will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. Kaaren Buchanan will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be returned to you.

Kaaren Buchanan will refund you using the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise). You will be refunded no later than 14 days after the day Kaaren Buchanan receives the items you are returning back from you.

Returning items that have been sent out incorrectly

Please clearly state on the Return Form the reason for return and whether you require a refund or exchange. Kaaren Buchanan is only able to exchange items for the same product.

Kaaren Buchanan advises that you send items either by courier or by tracked post. The return address is:

Customer Returns,
Kaaren Buchanan,
Ash Wood,
Slanting Hill,
Hermitage,
West Berkshire,

RG18 9QG,

United Kingdom

Items need to be in the original packaging where it forms part of the goods.

You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, Kaaren Buchanan may have a right of action against you for compensation. This applies to all items that are returned.

Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) Kaaren Buchanan has received back. If a refund or reimbursement is payable to you, Kaaren Buchanan will transfer the money using the same method originally used by you to pay for your purchase. Kaaren Buchanan cannot refund via the original payment then a cheque will be raised to the address on the order (except in the case of a full or part purchase of items using a Gift Card, as detailed below).

If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card's original value, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), Kaaren Buchanan will issue you with a new Gift Card to the value payable to you up to the amount of the card's original value.

Kaaren Buchanan aims to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item. Please note that if you have been provided with Kaaren Bucahnan's freepost address then due to the extra time it takes for freepost items to be delivered it may take up to 14 days to receive confirmation of your refund. Please note that at busy times of the year such as public holidays, these times may increase.

Defective items

In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies:

1. Tier 1: within 30 days* of receiving the defective item, you can choose to receive either:

• a repair or replacement; or

• a full refund.

2. Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).

3. Tier 3: if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:

• keep the defective item and claim a price reduction (the amount of the price reduction will be determined by Kaaren Buchanan depending on what is reasonable in the circumstances); or

• return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).

* The Tier 1 right to reject, for perishable goods that would not be expected to last for 30 days, lasts only as long as such perishable goods would reasonably be expected to last.

If you think you have received a defective item, please return the items back to Kaaren Buchanan including details where possible of:

• Your Order Number

• Product Code/Product Name

• Details of the fault

• Whether you would prefer a refund or a repair or replacement

Returns address

Kaaren Buchanan advises that you send items either by courier or by tracked post. The return address is:

Customer Returns,
Kaaren Buchanan,
Ash Wood,
Slanting Hill,
West Berkshire,
RG18 9QG

Kaaren Buchanan will examine the returned items and notify you of your refund or repair or replacement via email within a reasonable period of time.

Kaaren Buchanan will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day Kaaren Buchanan confirms via e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).

Where an item is confirmed as faulty, Kaaren Buchanan will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. Kaaren Buchanan will not refund any Next Day, Express or other premium component of delivery.

If you have a query about returning goods, please contact customer services.

Returns and exchanges for in-store purchases

For faulty or defective items that have been purchased in-store, please follow the guidance given above or return your items to one of our stores.

If you change your mind and the item is not defective, please return your unwanted item(s) within 28 days of purchase to one of our stores, along with proof of purchase and you will be offered a credit note or exchange. We cannot accept returns after this period.

Items need to be in the original packaging where it forms part of the goods, for example, boxed garments and gift items.

Unless they are defective, faulty or damaged, you may not return any of the following items:

• deposits;

• magazines;

• personalised or bespoke items (including but not limited to: made-to-measure/order goods e.g. furniture);

• any items which deteriorate or expire rapidly (including but not limited to: perishable goods e.g. foods);

any items that are sealed for health protection or hygiene reasons if you have unsealed them

• any items that have been inseparably mixed after delivery.

Refunds will only be offered in accordance with your statutory rights (which remain unaffected).

COVID-19

In response to government guidance and local lockdown rules, Kaaren Buchanan reserves the right to vary its returns and exchanges policy where customer access to changing rooms may be prohibited or otherwise limited.

of the Sale of Goods Act 1979;

(d) defective products under the Consumer Protection Act 1987;

(e) any other matter for which it would be illegal for Jack Wills to exclude or attempt to exclude its liability.

Written communications

Complaints

Kaaren Buchanan takes all feedback very seriously and aims to deal with complaints as quickly and effectively as possible.

For complaints relating to orders placed through the Website please email customer services. To assist Kaaren Buchanan in dealing with your complaint, please detail all aspects of the complaint, your order number and your contact details.

Our right to vary these terms and conditions

Kaaren Buchanan reserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from Kaaren Buchanan unless:

• any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or

• Kaaren Buchanan notifies you of any changes to these terms and conditions before it accepts your order, in which case Kaaren Buchanan has the right to assume that you have accepted the change to the terms and conditions unless you notify Kaaren Buchanan to the contrary within seven (7) working days of receipt by you of the goods.