Terms & Conditions
Last updated: 21st March 2024
Welcome to by Fiona Wood. In order to provide you with the best experience possible, we’ve set out the Terms & Conditions on which we supply global concierge and personal shopping services sourcing and delivering bespoke luxury fashion and other products for women, men and children through our conversational commerce shopping business that allows you to purchase bespoke luxury fashion and other products (Collectively we refer to these as our “Terms” or “Service”). These constitute an agreement between by Fiona Wood Ltd ("by Fiona Wood", "we", "our", "us") and you, the visitor, governing your access and use of all content and functionalities available at the website, related micro-sites accessed through the URL www.byfionawood.com, related domain names, and any other website or micro-site of by Fiona Wood (collectively the "Site").
By placing any form of order with by Fiona Wood, making payment either by bank transfer, or through our card payment system (Stripe), you are accepting and consenting to the practices described in the Terms. We may modify the Terms from time to time and your continued use of this Site, (or any of our other Sites) our services, and making purchases, following such change shall signify your agreement to be bound by the modified Terms.
Those persons wishing to use our services must read and agree to be bound by our policies relating to those services. In particular, we draw your attention to our policies relating to the terms of purchase and our Privacy Policy. If you are under 18, you must let your parent or guardian know about the Privacy Policy before you register to use this Site or any of this Site's services.
Who We Are
Our company details are as follows: by Fiona Wood Ltd, a company registered in England and Wales with company registration number 12989224 and with our registered office at 19 Oakley Gardens, SW3 5QH London, United Kingdom. We are a private limited company and out VAT number is 371482785
Who Uses Us
If you have been notified of your acceptance to by Fiona Wood as a client (or if you have access to receiving updates and completing purchases though chat based media already), you may request certain services from us in accordance with the provisions set out below.
Becoming a Client
You may contact us to request services via WhatsApp, email or any chat based media platform.
Your request for services is accepted by us when we so agree orally by telephone or in writing by email or WhatsApp. At the time we accept your request for services, we will notify you of any special conditions that may apply. The contract between us will be formed based on the contents of our email/telephone/WhatsApp exchange, any other relevant documents or confirmations that we send to you (including invoices) and these terms and conditions.
During the request for services process we will let you know when we will provide our services to you and the applicable service fees. Our fee for services will be the fees quoted to you during the request for services process in an invoice. If the services are ongoing services, we will also tell you when and how you can end the contract.
We may refuse to provide services to you at any time at our sole discretion.
We will not be liable to you (or deemed to be in breach of our agreement with you) if our supply of services is delayed by an event outside our reasonable control.
How to get in Touch
If you have any questions about us, these terms and conditions, our website, Services or products, please do not hesitate to contact us at hello@byfionawood.com. You can also reach out on any social or chat based media platforms.
Our Services & Products
Our Services allow you to source and purchase a range of products from a variety of boutiques and brands worldwide (“Retailers”).
We attempt to be as accurate as possible in the description of the products through the offering of our Services. However, the details, images and descriptions of the products that we give to you when we provide our Services or when we issue you with a preliminary invoice are provided to us by the Retailers and we cannot guarantee that all details are always accurate, complete or error free.
Many of the products we source and recommend are individually made to order therefore images which may have been supplied or shown are only meant as a guide to what the product will look like once manufactured and may not show the actual size of the products. All sizes, weights and measurements are approximate and are for guidance only. In particular, you acknowledge that:
some items of jewellery and leather goods are handmade and slight variations in construction and decoration are normal
gemstone and leather materials are natural and therefore each product is unique and
no guarantees can be made as to any product’s consistency.
We cannot give any undertaking that products you purchase from Retailers through us will be of satisfactory quality, and this and any other such warranties (whether express or implied) are disclaimed by us absolutely to the fullest extent permitted by law.
You should always read the labels, warnings and instructions provided on or with the products before using them and not rely solely on the information on our or any retailer website. This does not affect your legal rights.
Some items marked as 'Pre-Owned' are pre-owned but unused in excellent like-new condition, some are genuine pre-owned or vintage items with signs of previous wear. Please refer to the description and imagery on the product page for more information. We are sourcing experts and are not affiliated or endorsed by the brand partner. All intellectual property rights such as trademarks, trade names, designs and copyrights are reserved and are exclusively owned by the brand owner. Please note for pre-owned luxury watches, these are unique and bespoke pieces and no longer carry a manufacturer’s warranty.
All orders, after being paid, can be held at a client’s request for a maximum of six months. An extension to this will only be granted in exceptional circumstances.
Fees & Payments
By placing an order, you confirm that all details you provide are true and accurate, that you are over 18 years of age, that you are an authorised user of the credit or debit card, or the bank account holder in the case of payments made by balance transfer, used to place your order and that there are sufficient funds in the account to cover the cost of your order.
We reserve the right to adjust prices, offers, services, products and their specifications at our discretion at any time. Any adjustment in price (excluding sales tax and VAT) will not affect the price of any services or products which you have already paid for and which we have accepted.
We make every effort to ensure that we inform you of the correct prices of the products available to buy using our Services. However, if we discover an error in the price of the products you have ordered before they are delivered to you, we will contact you to inform you of this error and we will give you the option of continuing to purchase the product at the correct price or cancelling your order. If we are unable to contact you, we will treat the order as cancelled and notify you accordingly.
When we accept your request for Services, we may require you to provide us with payment card details (which you agree shall be your own payment card) to secure the Services requested and any subsequent purchase(s).
All card payments are subject to authorisation by your card issuer. We will inform you when taking your request if we do not accept the payment card you wish to use.
Where you are using our Global Concierge Service, prices for products sourced for you (and any of our charges) will be in UK Pounds.
The prices for products sourced using this service exclude any delivery costs and/or import taxes/duties where applicable. Any applicable delivery costs and/or import taxes/duties applicable to your order may vary depending on the identity of the Retailer from whom the products are being ordered, the type and quantity of products you have ordered, the country of despatch, the delivery address, country, and the method of delivery. We will typically arrange for Retailers to deliver the products to our offices (after which we will then send the products to you upon receipt from the relevant Retailer), but in some cases we may request the Retailer to send the products directly to you
In respect of our global concierge services, you authorise us to debit your payment card in relation to the following payments:
any payments that you have agreed to make for our Services and
where we have notified you of the relevant fees in advance (and that the fees apply), for our personal shoppers’ time.
You are fully liable to us in relation to all such fees. Our fee for the Services will be the fees quoted to you during the request for Services process and will be in the currency specified at that time. We will generally invoice you for the price of the Services (including the price of any product(s) you may have decided to order) when we have located the products that you have requested, but before the order for the products has been placed.
You acknowledge and agree that we may use “Stripe” (a PCI Service Provider Level 1 certificated platform) to process and store your payment card details. Please note that our checkout process with Stripe is served over SSL (Secure Sockets Layer), which means that sensitive card details never touch our servers. Nevertheless, although we take every reasonable precaution to protect sensitive client data, you should be careful to make your payments from secure devices and using a secure network. By Fiona Wood cannot be held responsible for any data breach if payment is made from a device that has been compromised by a virus or malware, or over a network that is not secure
There is a transaction admin fee worked into all invoices paid on card. This fee goes directly to the credit card supplier.
For larger payments we may request that you pay by International BACS transfer and this can be arranged with your bank directly. This avoids the transaction admin fee, which otherwise will be charged.
If you do not make any payment to us when it is due, we may end the contract between you and us at any time by writing to you.
We source products from our luxury brands and partners around the globe. Prices are determined by sourcing location, therefore the price of the same item may vary depending on your location and where we bought the item from.Where we source products for you as part of this service:
you will be required to provide us with your payment card details, and your card will be charged, before we order any products for you (to the extent that we do not already have them). You agree to pay to us all fees notified to us by the Retailer for the relevant product(s), as well as any fee agreed for our Services in accordance with paragraph 2 above. In addition to the fees indicated in paragraph 2 above, you authorise us to debit your payment card in relation to:
any payments that you have agreed to make for the products and
Any additional charges charged to us by the relevant Retailer. You are fully liable to us for all such charges. By paying (in full or in part) any preliminary invoice we provide to you in respect of products, you are agreeing to purchase the products. In particular, because we procure items specifically to order, once you have paid the deposit in relation to an order, we treat that order as confirmed and you will need to pay the balance to us within the time period notified to you.
We may refuse to process or accept a transaction for products for any reason at our sole discretion. We reserve the right not to accept your order for products in the event that we do not receive full payment of any requested product’s price and our fees or if the product is out of stock.
Once you have paid the invoice, we will keep you updated in regards to next steps through the conversational commerce platform of your choice.
Delivery costs and (if applicable) import taxes/duties are not included in the prices for the products. The delivery costs and/or import taxes/duties applicable to your order will vary depending on matters including the identity of the Retailer from whom the products are being ordered, the type and quantity of products you have ordered, the country of despatch, the delivery address, country, and/or the delivery method. We will usually arrange for Retailers to deliver the products to our offices (and we will then send the products to you upon receipt from the relevant Retailer), but in some cases we may request that the Retailer sends the products to you directly.
Unless statutory rights apply, if you place an order and refuse the shipment for any reason including due to any additional VAT or duty charges, you will be responsible for any charges associated with the shipping of the item, plus any additional charges incurred, for the item being returned to the supplier. These charges will be deducted from any credit you will have with the business.
In order to process your order, we may need to share your personal data and delivery details that are related to such order with the relevant Retailers. The personal data and delivery details you provide to us will be collected, stored and processed in accordance with our Privacy Policy and in accordance with the privacy policies of the relevant Retailers.
The products become your responsibility from the time they are delivered to you to the address you gave us, or you (or a carrier organised by you) collect them from us.
Our personal shopping fees are always worked into, or laid out in an invoice and final payment amount sent before confirming an order. For all styling and wardrobe services, we charge a standard day-rate fee, which is exclusive of VAT and compensates us for our time.
Delivery Charges Due
Delivery charges and/or import taxes/duties applicable to your order will vary depending on matters including the identity of the Retailer from whom the products are being ordered, the type and quantity of products you have ordered, the country of despatch, the delivery address, country, and/or the delivery method.
If you have a credit with by Fiona Wood, any import taxes and duties, delivery fees and return fees outstanding, will be deducted from this credit.
Door to Door Delivery
Once we have accepted and processed your order, delivery of your ordered products shall be arranged from the brand of product that you have purchased. Delivery times may therefore vary from product to product.
Most products are delivered by courier, depending on their size and value. If shipping globally, we use DHL Express for all shipments.
Exotic products, and high value items may be hand-delivered, or delivered using a specialised delivery partner.
The price of some high value products may vary depending on the final destination, as specialist, insured and safe door to door delivery will be included in the price, unless delivery to London is stated.
Products may be delivered directly to you by our brand partners whose products we are selling and this can affect delivery times. If we are unable to meet the estimated delivery date, we will try to contact you with a revised estimated delivery date. In the event of a delivery delay, which is out of our control, made-to-order and other non-refundable product will remain non-refundable. We will do our best to address each order on a case by case basis.
We may provide you with a link to the courier's website, and a parcel number, so that you can track your order right to your doorstep. Standard courier deliveries are usually made between 9am and 5pm in the UK, but international orders are subject to local delivery times which can vary from location to location. All deliveries must be signed for unless indicated otherwise or you authorise the carrier to waive this requirement. If you are out when the courier arrives, the courier may leave a card with a contact number for you to call.
We do everything we can to meet the delivery times specified in this section. However, occasionally delivery times may be affected by factors beyond our control and therefore they cannot be guaranteed. We will inform you if we become aware of an unexpected delay. For international deliveries, please allow extra time as customs in local countries can take a while to clear.
Cancellations, Returns & Exchanges
We cannot accept any returns or issue any refunds for any products you have ordered that are made-to-measure, made-to-order, or that have been customised to your specifications, or personalised, or explicitly described as ‘customised’, or cannot be returned for hygiene or personal health reasons (such as some items of lingerie, bikini bottoms and earrings for pierced ears (which have been unwrapped)), or items indicated as “final sale, or non-returnable”, unless these are faulty at the time of delivery.
For all other non-bespoke products which are not made to order or personalised, returns will be at the sole discretion of the by Fiona Wood team, unless you have a statutory right to a refund, such as for customers in the UK and the European Union. This is only valid within individual return periods.
Return shipments are chargeable and will be deducted from the credit provided for the return.
Any returns will be kept as ‘store credit’ with by Fiona Wood, and can be used towards future purchases within twelve months.
To return an item, get in touch via your chosen chat based media platform, and we will arrange collection of the product(s) you wish to return.
Please note that products (and in particular fine jewellery, leather goods and luxury items) tend to be delicate and must be cared for properly. You should carefully follow the care guidelines that come with the relevant product. You also acknowledge that for every return, exchange or repair request, Retailers reserve the right to evaluate the product before agreeing to anything. Retailers will generally offer a refund for manufacturing defects (other than in the case of natural/handmade variations as described above) but not where an item has been damaged by a customer’s handling of it.
Please also note for fine jewellery, vintage, high-value leather or exotic skinned goods such as Hermes, and secondary market items, in most cases any sale is considered final, and no exchange, return or refund will usually be possible unless expressly stated otherwise in advance. Nothing in these terms affects your statutory rights in relation to products that are faulty or not as described.
You may only return an order to us for a credit note if the products are complete, unused, unopened and in 'as new' condition (e.g. if you have opened the packaging to examine the product you must have done so without damaging or marking the product in any way). They should be returned with the original packaging and accessories. Original packaging is often part of the product being sold so must be returned undamaged and in an “as new” condition.
To qualify for a credit or exchange the product must be:
in 'as-new' condition
complete with any accessories and free gifts offered with it and the original packaging and
where an item has a security tag or brand tag attached, it must be returned with the tag in its original position
Once we receive your agreed returned items and we are satisfied with their condition, a credit of the price you paid (less any deductions for delivery and return costs and damage except as stated above) will be issued to you. Please note, if the item being returned or exchanged was originally delivered to you with duties prepaid, the duties charge will not be refunded (unless the reason for item return is it being damaged, incorrect or faulty). If an item is exchanged and delivered with duties prepaid, you will be charged duties on the second delivery (unless the reason for item exchange is it being damaged, incorrect or faulty). If your order is placed for Delivery At Place (DAP), taxes and duties are non-refundable through by Fiona Wood.
If the items are not in a satisfactory condition, we may reduce the value of your credit to reflect the loss of value in the item. You have a legal obligation to take reasonable care of the products while they are in your possession and are responsible for the risk of damage during transport.
All credits to you will be available on your account, and can be used within twelve months.
Missing, Damaged, Incorrect or Faulty Products
We try very hard to ensure that you receive your order in pristine condition. Items marked as vintage or pre-owned may come with signs of previous wear.
If you do not receive all your products, please follow the relevant steps below:
Contact your Shopper quoting the tracking number provided to you within 5 days of receipt.
In the unlikely event that a product arrives damaged or faulty, please follow the instructions emailed to you after you place your order.
We are not responsible for the loss or damage of any product after the time and point at which they were delivered to the address shown in the order you placed. You agree to be responsible for any personal insurance of the products if you so wish.
If what you have bought is faulty, broken (on arrival) or incorrectly described, please contact us as soon as possible. Please note, pre-owned items may be subject to signs of previous wear, this will be reflected in the product information and photography.
We will provide a full refund or replacement (subject to availability) for products that are faulty. This promise does not cover faults caused by your accident, neglect, misuse or normal wear and tear.
We may require faulty products to be returned to us for inspection. If found to be faulty you have the option to choose a repair (where possible), replacement (if available) or full refund of the price paid. In these circumstances any refund that we issue due to a fault or other defect in the products will include a refund of the applicable delivery charges.
As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau. Nothing in these terms and conditions will affect these legal rights.
Events Outside our Control
We will not be liable or responsible for any failure to perform or delay in performance of any of our obligations under these terms and conditions that is caused by an event outside our control (including (but not limited to) strikes, fire, storm, flood or other natural disaster, epidemics, pandemics, failures in our supply chain, or failure of telecommunications networks or impossibility of the use of transport).
If we are unable to perform our obligations to you as a result of any event outside of our control we will contact you as soon as reasonably possible and we will take steps to minimise the effect of any delay. Provided we do this, our obligations to you shall be suspended for the duration of the event outside of our control and we will not be liable for any delay caused by the event. If this affects our delivery of products to you, we will arrange a new delivery date with you as soon as we are able to confirm this but if there is a risk of substantial delay you have the option to cancel the affected order and receive a credit for any products you have paid for but not yet received. This only applies to non-bespoke and non-customised items.
For any made-to-order products that have been delayed in production, where an exact deadline was not specified (due to an event etc.) orders are non-returnable, and will not be credited.
General
We may vary these Terms from time to time. By requesting services and or products from us, you agree to comply with, and be bound by, the version of the Terms notified to you (or, if no version of the terms and conditions is notified to you, the version set out on our website) at the relevant time.
Each paragraph (and sub-paragraph) of these Terms operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining paragraphs (or sub-paragraphs) will remain in full force and effect.
These Terms, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction.
If you have any question, or if any problem with our services provided or the products purchased may arise, please reach out to us by email at hello@byfionawood.com.