Shipping policy
DELIVERY, RETURNS & REFUND TERMS
1. PAYMENT IS TAKEN AT THE POINT YOU COMPLETE CHECKOUT
We will take payment for all orders at the point you complete the checkout process for the relevant order.
You will own your ordered goods once we have received payment in full.
2. VAT
If the rate of VAT changes between your order date and the date we supply the relevant Product, we may adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
3. YOU ARE RESPONSIBLE FOR DUTIES AND TAXES
When ordering Products from us that will be delivered outside the UK, you may be subject to import duties, taxes or other charges, which may be levied once the relevant Products reach the specified destination.
Any additional charges for customs clearance must be borne by you, and we have no control over these charges.
Customs policies vary widely from country to country, so you should contact your local customs office for further information.
When ordering from us for delivery outside the UK, you may be considered the importer of record and may be required to comply with the laws and regulations of the country in which you are receiving the Products.
4. WE'RE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL
In the unlikely event that our supply and/or sale of a Product is delayed by an event outside our control, for example, natural disasters, severe weather, fire, war, industrial action, pandemics, material shortages, transportation disruption or other unforeseen circumstances, we will aim to contact you as soon as possible to let you know about the delay.
In the event of a delay, we will do what we reasonably can to reduce it.
If the delay is caused by an event outside our reasonable control, we will not be responsible for losses caused solely by that delay, except where otherwise required by law.
If the delay is likely to be substantial, you can contact us via our Customer Service Team at info@beforethefall.uk to discuss potential options for resolving the delay.
5. PRODUCTS CAN VARY SLIGHTLY FROM THEIR PICTURES AND DESCRIPTION
Whilst we do everything we reasonably can to ensure that images of the Products on the Website are accurate, a Product or, where relevant, its packaging may slightly differ from how it is displayed on your device.
Differences may occur due to your device, monitor settings, lighting, manufacturing processes or other factors.
6. YOU HAVE A RIGHT TO CHANGE YOUR MIND
6.1
For most Products bought via the Website, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, subject to applicable law and the conditions set out below.
6.2
You can't change your mind about an order for:
6.2.1 Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
6.2.2 Products where the issue is solely a size discrepancy, where the relevant measurements and sizing information were clearly provided on the Website before purchase;
6.2.3 Goods that are made to your specifications or are clearly personalised; and
6.2.4 Goods which become mixed inseparably with other items after their delivery.
6.3
If you change your mind about a Product, you must let us know no later than 14 days after the day we deliver your Product.
If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
6.4
To let us know you want to change your mind, contact our Customer Service Team at:
7. YOU HAVE TO RETURN THE PRODUCT AT YOUR OWN COST
You have to return any Products, together with any free gifts provided with them, to us within 14 days of telling us you have changed your mind.
Returns are at your own cost unless we told you that we would offer free returns when you purchased the goods, or where applicable law requires otherwise.
You can send the Product back to us using an established delivery service.
If you return a Product, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it.
If you do not do this and we do not receive the goods, or do not receive them within a reasonable time, we may be unable to process your refund.
8. DELIVERY TIMEFRAMES ARE ESTIMATES
We will, wherever possible, give you an estimate of the likely timescales in which we will deliver your Products.
We will make every reasonable effort to deliver your Products within the estimated timescales.
However, delays are occasionally inevitable due to unforeseen factors or events outside our control, including material shortages, travel or transportation disruption, import delays, customs processing or higher-than-anticipated demand.
Delivery may also take longer during sales, product launches, promotional periods or other particularly busy periods.
If you would like an update on your Products or their delivery, please contact our Customer Service Team at:
9. REFUSED DELIVERIES
If a delivery of the Product is refused by you and returned to us, you may be responsible for the return shipping costs where these costs arise from your refusal to accept the delivery.
Where permitted by law, such costs may be deducted from any refund amount.
10. WE ONLY REFUND STANDARD DELIVERY COSTS
Where you exercise your legal right to cancel an order, we will refund the cost of standard delivery.
We will not refund any additional amount you may have paid for a premium delivery option, such as express delivery or delivery at a particular time or day, unless required by applicable law.
11. INTERNATIONAL RETURNS
For customers outside the UK, any applicable return processing, customs, duties or other charges associated with returning Products may be deducted from the refund where permitted by law.
You may also be responsible for the cost of returning Products to us unless otherwise stated or required by applicable law.
12. WE MAY REDUCE YOUR REFUND IF YOU HAVE USED OR DAMAGED A PRODUCT
If you handle a Product in a way which would not be acceptable in a store, we may reduce your refund to compensate us for the reduced value of the Product, where permitted by law.
For example, we may reduce your refund if the Product's condition is not “as new”, price tags have been removed, the packaging is damaged or accessories are missing.
In some cases, because of the way you have treated the Product, there may be a reduction in the amount refunded.
Our Customer Service Team at info@beforethefall.uk can advise you on whether we are likely to reduce your refund.
13. WHEN AND HOW WE REFUND YOU
13.1
If your Product has not yet been delivered, we will refund you as soon as possible and within 14 days of you telling us that you have changed your mind, subject to any applicable legal requirements.
13.2
If your Product has been delivered and you are required to send it back to us, we will refund you within 14 days of receiving the relevant physical goods back from you, or receiving evidence that you have sent them back, where applicable.
13.3
We refund you using the same payment method you used for the original transaction and in the same currency, unless otherwise agreed or required by law.
We do not charge a fee for processing a refund.
14. YOU HAVE RIGHTS IF THERE IS SOMETHING WRONG WITH YOUR PRODUCT
If you think there is something wrong with your Product, you should contact our Customer Service Team at:
We honour our legal obligations to provide you with Products that conform to their description and meet the requirements imposed by applicable consumer protection law.
If your Product is faulty, damaged, not as described or otherwise does not meet your legal rights, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.
For further information about your consumer rights in the UK, you can visit Citizens Advice at citizensadvice.org.uk.
Nothing in these terms affects your statutory rights as a consumer.
BEFORETHEFALL
BTF Corp Ltd
Website: beforethefall.uk
Customer Service: info@beforethefall.uk