Customer Service: Terms & Conditions
- ABOUT US
- CONTACT US
- DESCRIPTION OF GOODS
- PLACING AN ORDER
- GOODS CONTAINING ALCOHOL
- PAYMENT AND PRICE
- PAYMENT AND CARD VERIFCATION PROBLEMS
- MAIL SERVICE PROVIDERS
- DELIVERY RELATED PROBLEMS
- CANCELLATIONS, RETURNS AND REFUNDS
- USE OF THIS WEBSITE
- INFORMATION THAT WE COLLECT FROM YOU
- DOMAIN NAMES
- USE OF YOUR INFORMATION
- DISCLOSURE OF YOUR INFORMATION
- ‘SEND A POSTCARD OR EMAIL A FRIEND’
- SECURITY POLICY
- GOVERNING LAW AND JURISDICTION
Welcome to WineWeaver and our online store wineweaverstore.com. WineWeaver® is a licenced trading name of our company, Westport MAD Ltd. By placing an order with us on our 'United Kingdom', 'Europe' or 'Worldwide' Shopping Pages (wineweaverstore.com/store2), or via mail order, you are agreeing to the following terms and conditions (the "Conditions").
Reference to 'we' in these Conditions refers to Westport MAD Limited and 'us' and 'our' shall be construed accordingly. 'You', 'customer' or 'consumer' means the person placing an order for goods and entering into the contract for sale of goods, in which these Conditions are incorporated, and reference to 'your' shall be construed accordingly.
Any changes or revisions to our Conditions will be posted on our website and become effective immediately upon posting. By continuing to use the website, you will be deemed to accept any such variations. We suggest you always familiarise yourselves with our current Conditions before placing an order.
If you have any comments or suggestions, please contact us on the details below. Our Customer Support team operates between 9.30am and 6.00pm GMT Monday to Friday.
- Customer Care Team
- 2.07 Second Floor
- 83 Victoria Street
- United Kingdom
- SW1H 0HW
- Email: firstname.lastname@example.org
- Tel: +44 (0)20 3427 5928
- VAT registration No. GB 941 8529 04
- Westport MAD Ltd
- Lions Head, Spain House
- 5 The Spain
- GU32 3JZ
- Register No. 06659278
These Conditions do not affect your statutory rights. To order goods through the Worldwide pages of this website you must be at least 18 years of age (Minimum Age) and accept delivery worldwide. We will treat each order for goods as an offer by you to purchase the goods subject to these Conditions, which is accepted by us when we dispatch the goods to you. Once we have accepted your offer, the contract for the sale of goods is formed.
DESCRIPTION OF GOODS
All images, descriptive matter, specifications and advertising on our site are for the sole purpose of giving an approximate description of the goods. If you should require any further specifications, please do not hesitate to contact our team by email to email@example.com
PLACING AN ORDER
You can order in goods from us in the following ways:
- - Online via wineweaverstore.com
- - By mail: Customer Orders, WineWeaver, 2.07 Second Floor, 83 Victoria Street, LONDON, SW1H 0HW, United Kingdom.
Our acceptance of an order takes place when we dispatch the order. We will send you a despatch confirmation by email. When we dispatch the order the contract of sale will be made even if your payment has been processed immediately, unless we have notified you that we do not accept your order or you have cancelled your order.
We may decline to accept an order where goods are not available; where we cannot obtain authorisation for your payment; if there has been a pricing or product description error; or if you do not meet eligibility criteria set out in our Conditions.
- - Our acceptance of your order is also conditional upon the goods being intended for personal use and not for resale. If we reasonably believe you are intending to resell the Goods (whether by electronic or other means) we reserve the right to refuse your order.
- - Customers wishing to place a Commercial Order should visit the Retail Merchants section on www.wineweaver.com for more information.
GOODS CONTAINING ALCHOL
By placing an order with us for goods containing alcohol, you confirm you are of Minimum Legal Age to purchase alcohol as set by local legislation. We reserve the right not to supply alcohol to anyone who is, or we believe to be, not of Minimum Legal Age to purchase or consume alcohol. Westport MAD Ltd t/as WineWeaver is licenced for the sales of alcohol by retail via the internet under Licence No. 10/05939/LIPN.
PAYMENT AND PRICE
We accept payment in Pounds Sterling (GBP) via PayPal and by Visa, MasterCard, Switch/Maestro and American Express cards.
The total price payable for the goods will be stipulated at the time when you place your order whether or not the order has been confirmed. If there has been an error in the price calculation or an error or omission in the published price for goods, we will inform you of the correct price and give you the opportunity to cancel the order, whether or not the order has been confirmed.
All prices displayed on site are inclusive of any applicable taxes. Where we charge separately for packing, delivery and other relevant charges, these will be charged at rates as indicated at the time of placing your order and will also be included in the total charge for your order. Customers buying from the UK and within the European Union, will have the standard rate of VAT rate included within the total price displayed for their order. At present the Standard rate of VAT is 20%. Customers buying from outside of the UK and the EU where it is not applicable, will have no VAT included within the total price paid for goods, and any fee for handling overseas orders will be included within the purchase price.
If you would prefer to purchase by mail order and pay by cheque, please contact our customer care team by email to firstname.lastname@example.org
Our website has a secure payment processing service provided by SagePay and PayPal, and we therefore encourage customers to place their orders online.
Occasionally credit cards that are entered correctly and have sufficient funds are not validated because the card issuer is performing a random security check, which we have no control over. In addition, to ensure that the online connection remains secure, your payment page will 'time-out', if more than 15 minutes is taken to complete your online payment.
In addition, in very rare cases during exceptionally busy periods, you may also experience a 'time-out' during your payment because our processor has been unable to establish a connection with your Bank to verify the payment within the security timeframe. In these cases, we can only apologise for the increased levels of demand on the Banks, and ask that you attempt the checkout process again.
Although these delays are regrettable, they are outside our control and we can only apologise for any inconvenience caused should you be unlucky enough for them to occur whilst making payment.
PAYMENT AND CARD VERIFICATION PROBLEMS
Our website has a secure payment processing service provided by SagePay and PayPal, and we therefore encourage customers to place their orders online.
At WineWeaver® we welcome UK & International orders and offer Standard delivery services, (including postage & packaging), per delivery address, upon our website at the rates detailed on our shop pages at the time of checkout. Our standard delivery charges vary dependent upon the items and quantities you order and where they are to be delivered to.
We aim to despatch orders as quickly as possible within 1-2 working days of an order being placed. Invariably orders placed before 12 Noon (UK time) will be despatched same day. Delivery timeframes are estimated below, however please be advised that these timeframes are not guaranteed by the delivery service providers (Royal Mail and their overseas counterparts). If you have any questions about the timing for delivery please contact us at email@example.com.
Should you require your goods more urgently and would like these to be sent via any of our Express Delivery Methods, please contact us by email first (firstname.lastname@example.org) to arrange before buying. Orders for Express Delivery Methods need to have been placed before 12 Noon (UK time) for same day despatch.
TO MAINLAND UK**:
Our Standard UK delivery service is sent via Royal Mail First Class post. Invariably customers have advised that they have received our Standard delivery within 1-2 days after the date of despatch.
Please contact our customercare team to place an order for Express Delivery. Our Express delivery service for the UK is sent via Royal Mail Special Delivery. Express orders placed by 12 Noon (UK time) will be despatched the same day and have guaranteed delivery the Next Working Day (M-F). Where Express delivery orders have been placed after 12 Noon, we will endeavour to despatch these the same day, however we cannot guarantee delivery by the next working day from the date of order.
**Please note that some areas in the UK are subject to longer delivery times because of their relatively remote locations, (such as Northern Ireland, Scottish Highlands and Islands, Scilly Isles, Isle of Man, Channel Islands and the following postcodes: FK17-22, G83, HS1-9, IV1-28, IV33-39, IV40-51, IV55-56, KA27-28, KW1-3, KW5-17, PA20-48, PA60-78, PH18-26, PH30-44 and ZE1-3). In these cases, delivery cannot be guaranteed within the above timeframes. Please take this into consideration when placing an order to be delivered to these areas.
Our Standard Europe Delivery service is sent via Royal Mail International Standard Airmail. Invariably customers have received delivery between 2 to 5 working days after the date of despatch.
Please contact our customercare team to place an order with Express Delivery. Express European Deliveries are sent via Royal Mail Tracking (previously called Airsure) or International Signed For Mail (dependent upon country of delivery). Please contact us to place your Express order before 12 Noon (UK time) to ensure the fastest delivery times are met. Express Delivery will be given a tracking reference and are invariably received 1 to 2 working days after the date of despatch.
Our Standard Worldwide Delivery is sent via Royal Mail Airmail. Delivery is expected to be received on average from 7-10 working days after despatch for delivery, although in some instances delivery may be longer.
For a faster delivery method, please contact us before placing an order to enquire about our Express Worldwide Delivery service which will either be sent via Royal Mail Tracking (previously called Airsure) or International Signed For Mail, depending on the destination. Both services offer a tracking reference to track the delivery and delivery times are estimate to be between 3-5 working days after despatch.
Please note that all of our Express Delivery services will require a signature upon receipt, therefore please ensure someone is in to take delivery, otherwise this may cause for delays to the delivery of your order.
All of the above estimated delivery times are subject to stock availability and security checks.
Delivery of multiple goods made under the same order, may be packaged and delivered separately depending on weight, location and availability.
Orders can be delivered to your home or work place. Deliveries are generally made on weekdays only (Monday to Friday, except Bank Holidays) and, for our Express services, require a signature. Please ensure that someone is available to sign for the goods. If no-one is available to sign for the goods, the mail service provider will invariably leave a card will be left with details of how to rearrange delivery. Please feel free to contact us if you have any questions or problems.
We rely on the services of third party mail service providers and couriers, and whilst we endeavour to deliver goods as stated there are unfortunately a few occasions when the mail service providers fail to perform the service that they are required to, or there have been circumstances beyond our control that have affected deliveries (e.g. bad weather delays, flights grounded). This happens rarely, but because it does occur, albeit occasionally, we cannot be held responsible for the late delivery of an item in these circumstances.
Please note that particularly for overseas deliveries, we are somewhat dependent on the efficiency and effectiveness of overseas carriers, and whilst we do everything we can to ensure our deliveries will reach you as quickly as possible, sometimes we have inevitably experienced delays caused by overseas mail services.
MAIL SERVICE PROVIDERS
DELIVERY RELATED PROBLEMS
Under normal circumstances, we will try to ensure that your order is delivered to the recipient's address you provide on the date you requested when placing your order. However, there are times when this is not possible due to problems with the address information that our customers provide or due to problems our drivers encounter when attempting to deliver the order. In these circumstances, we will contact you to verify the details.
CANCELLATIONS, RETURNS & REFUNDS
We want you to be delighted every time you shop with us. Occasionally though, we understand that you may want to return an item your have ordered.
Under the European Consumer Rights Directive private purchasers have the right to cancel their order up to 14 days after receipt of the goods, if the goods have not been used. This does not apply to goods made to purchasers’ own specifications (e.g. bespoke and custom picked and packed hamper or gift box items, items with personalisation or own branding etc).
If you wish to cancel your order, you can send us an email at email@example.com before we have dispatched our goods to you, or where goods have already been dispatched to you, by informing us and returning the goods to us as below.
You can return goods you have received from us for any reason at any time within 14 days for a full refund or exchange. Goods must be unused and in their original packaging. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the goods to you in error, or if the goods were faulty or damaged. For your protection when returning goods to us, we recommend that you use a recorded-delivery service.
In the event you have received a faulty or damaged item, please contact us on +44 (0)20 3427 5928 or email to firstname.lastname@example.org so that we can arrange for the return of the faulty goods to us, and if desired, delivery of replacement goods to you.
Refunds for returned or cancelled orders shall be made as soon as possible upon receipt of the goods as above, and within 14 days of return, or earlier if you provide us with proof of return. Refunds will be returned via the same method used for the initial payment.
Refunds will include the costs of the goods in your order, and where payment has been made for delivery, the cost of our outbound standard delivery charges. Only when items being returned have been delivered faulty or incorrect and the customer has paid for Express Delivery will the full cost of Express outbound delivery be refunded to you. In all other cases, only the cost of Standard delivery will be refunded.
Please note that we reserve the right to deduct monies from refunds where goods show signs of use or where damage or wear and tear to the product packaging, resulting in a diminished retail value, has occurred.
Please note that the provisions and rights for Business purchases are not the same as for private purchasers.
We warrant that goods purchased through our website will be of satisfactory quality and for the purpose for which they are supplied.
Every WineWeaver® purchased through our online store comes with a 12 month product guarantee. This means that if at any time during the first 12 months, your WineWeaver® is found faulty, you can return the faulty part to us and we will send you a replacement part. Before returning any item to us, or if you should experience any problems in using your WineWeaver®, please contact us in the first instance by email to email@example.com or by telephone on 020 3427 5928. Those wishing to return items to us will be issued with a Return reference number, which must be detailed when returning the item
USE OF THIS WEBSITE
The contents of this website, including but not limited to design, text, graphics, logos, button icons, audio clips, video, photographs, software and other information, as well as the WineWeaver wine aerator product itself (the ‘Content’) is the property of Westport MAD Ltd and/or our affiliates or partners and is protected by international copyright and trademark laws, or other proprietary rights, included but not limited to, international patents and design registrations. These rights are protected in all forms media and technologies existing now and hereinafter developed. You may print and download portions of the Content from the different areas of the website solely for your own personal non-commercial use. No portion may be reprinted, republished, modified or distributed in any form without our express written permission.
Each registration is for a single user only. We do not permit you to share your username and password with any other person nor with multiple users on a network.
Responsibility for the security of any passwords issued rests with you and if you know or suspect that someone else knows your password, you should contact us immediately.
We may suspend or cancel your registration immediately at our absolute discretion or if you breach or we suspect you of breaching any of your obligations under these Conditions. The safeguarding of our customers and website is of paramount importance to us.
In accordance with Data Protection Act 1998, we may ask for proof of your identity before disclosing certain information to you.
By registering or placing an order on this website, you consent to the collection, use and transfer of your information under the terms of this policy.
INFORMATION THAT WE COLLECT FROM YOU
Most browsers allow the cookie function to be turned off. The help menu on your browser should guide you on how to do this. When a visitor comes to our website, our web server recognises only the visitor’s domain name, but not the email address. This means that we can track visits to our site, while visitors remain anonymous.
USE OF YOUR INFORMATION
DISCLOSURE OF YOUR INFORMATION
We respect and value your privacy. Any and all information collected at this site will be kept strictly confidential and will not be sold, reused, rented, loaned or otherwise disclosed, unless agreed by you. Any information that you give to us will be held with the utmost care, and will not be used in ways to which you have not consented.
The information that you have provide to us may be accessed by our associated companies or accessed by or given to third parties some of whom may be located outside the European Economic Area who act for use for the purposes set out in this policy of for some other purposes approved by you. Those parties process information, fulfil and deliver orders, process credit card payments and provide support services on our behalf.
Finally, if our business enters into a joint venture with or is sold to or merged with another business entity, your information may be disclosed to our new business partners or owners.
‘SEND A POSTCARD OR EMAIL A FRIEND’
We may from time to time operate a ‘Send a Postcard’ or ‘Email a friend’ service. This is a referral service, designed to make it easy for customers to recommend our website and related websites or offers to a friend, and is a two-step process. First, a customer sends us the friend's name and email address, and secondly, we contact the friend, telling them who we are, and inviting them to take advantage of a particular offer, or to visit our website. When we contact your friend, we always advise them of the name and email address of the friend who made the original referral. We will not use your friend’s details for any other purpose.
When a customer wishes to sponsor a friend and provides us with his/her name and e-mail address, we reasonably assume that such customer has obtained his/her friend's prior consent in order for us to process his/her data. Customers supply such information freely and voluntarily, under their sole responsibility.
If any of the information you provide on the form you complete when ordering a product from the website or subscribing to the services changes, please e-mail us at firstname.lastname@example.org
Security is one of our top priorities and we guarantee to keep all your details you supply us confidential.
Unlike many other companies we do not store your debit or credit card details, in fact we do not even get to see them fully as the transactional part your purchase is handled by a professional external secure card processing company or 'Payment Processor' (either PayPal or Sage Pay) .
The SSL digital certificate providersfor our Payment Proccessors enables us to provide our customers with one of the strongest security certificates available, ensuring your security is assured whenever you place an order with us.
However, if you do not wish to give your credit or debit card information over the internet, you can pay for your purchases by cheque or postal order. Should you have any problems, please contact our customer services representatives. For further information, please see the ‘Payment & Price’ section in our Conditions.
It is the intent of wineweaver.com that all information is accurate and up-to-date as possible. However, we cannot guarantee the reliability, accuracy or completeness of the information contained within its pages. We may make changes to the information on this website, or to the products and prices described in it, at any time, without notice. Material in this Website may be out of date, and we make no commitment to update such material.
The material on this website is provided as is without any conditions or other terms of any kind. Accordingly, to the maximum extent permitted by law, we provide you with this website on the basis that we exclude all representations, warranties, conditions and other terms (including without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which but for these Conditions might have effect in relation to the website.
All actions taken by the user of this website are the sole responsibility of the individual.
GOVERNING LAW & JURISDICTION