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Terms & Conditions

Welcome

Welcome to Ultimo.co.uk. This page (together with the documents referred to on it) tells you, the customer (“you” or “your”) the terms and conditions on which we sell any of the Products listed on our website to you. Please read these terms and conditions carefully before agreeing to purchase a product from our site.

You should check this page regularly to take notice of any change we may have made. We recommend you print a copy of these terms and conditions.

Continuing to use our website indicates that you accept these terms and conditions, regardless of whether or not you choose to register with us or buy from us. If you do not accept these terms and conditions in their entirety, do not use this website.

Information About Us

Ultimo.co.uk is on an online retail division of Ultimo Brands International Limited ("we", "us", "our"). We are registered in England (Registered Number 08362872) and have our Registered Office at The Millhouse Business Centre, Station Road, Castle Donington DE74 2NJ. Our email address is Enquiries@ultimo.co.uk.

Responsibility

We will not be responsible for any losses resulting from your use, or your inability to use, our website, or resulting from access to, or alteration of your transmissions or data in circumstances which are beyond our control.

We will not be responsible for your loss of profits, wasted expenditure, corruption or destruction of data, or any other loss which does not directly result from something we have done negligently.

We make no promise that our website will be uninterrupted or entirely error free. Because of the nature of the Internet, the shopping online service is provided on an "as is" and "as available" basis. We are not responsible to you if we are unable to provide our Internet Services.

We will not be responsible for any losses you may suffer due to any one or more of the following:

  • any mistake we make with the content on our websites
  • any parts of our websites being unavailable or inaccessible
  • your use of any organisation’s website which you can access from our website (including any purchase from that organisation and any use they make of the personal data you provide to them)
  • the downloading of any material from our website
  • inaccurate pricing information


Placing An Order

By placing an order you are agreeing to purchase a product subject to our terms and conditions.

After placing an order, you will receive an email from us acknowledging that we have received your order. This email does not mean that your order has been accepted. Your order constitutes an agreement to buy a product from us. All orders are subject to availability and acceptance by us. We will confirm our acceptance by sending you an email which confirms that the product has been despatched.

We will not process your order until payment has been received in full.

We are not obliged to accept any order placed by you and are entitled to refuse any order made by you for any reason.

When making a request you undertake that all details and information you provide to us are true and accurate in all material respects, that you are the authorised user of the credit or debit card used by you to make payment of your order and that there are sufficient funds to cover the cost of the goods and services.

The responsibility for providing an accurate detailed address for delivery rests with the customer and we will not accept responsibility for loss if the product is not delivered to the customer by reason of the customer providing insufficient or inaccurate details.

Cancelling an order

You may cancel an order at any time prior to the products leaving our warehouse for delivery to you. Please refer to the section on Refunds and Exchanges below for further details on what to do after the products have been despatched. Our Customer Service team can be contacted on 0345 130 3232 to assist with cancellations.

Prices

The price payable by you for the products ordered by you shall be as shown on the website. Prices advertised on the website include UK VAT but excludes delivery charges. All prices are in GBP (£) Sterling.

Product

Our designers take great care with the colours used in the collections. The limitations of broadcasting may cause or result in a slight variation in colour and/or look. Every reasonable care has been taken to ensure that the product descriptions are true and accurate, however design specifications may cause changes. The products will be of satisfactory quality, be fit for purpose, and will match the description or sample shown.

Delivery Options

Subject to us having received from you payment in full for the product ordered by you we aim to despatch your order within 48 hours subject to stock availability. Time for delivery of your order is not guaranteed. We shall not be liable to you for any delays in delivery of an order placed by you or for you.

Please refer to our section on Delivery Information Page for further details including costs.

Customs and Duty

If you request delivery outside of the EU, you will be responsible for payment of all import duties, taxes, clearance fees, and brokerage fees including any other additional charges. We operate on a DDU (Delivery Duty Unpaid) basis. This is managed by FedEx on a "pay on delivery" basis. Sometimes goods may be subjects to delays, due to customs or weather. We accept no responsibility for delays in delivery of products to you.

You are responsible for providing any information required by the relevant Customs Authorities to ensure the goods are cleared by those Customs Authorities and for payment of any such import duties, taxes, and fees. We recommend you contact your local customs authority to determine a landed cost price prior to placing your order. Please note that we have no control over these charges and cannot predict their amount.

Refunds and Exchanges

If the product is not of satisfactory quality, or is not fit for purpose, or does not match the description or sample shown you have a legal right to reject the product within 14 days beginning the day after you receive the products and to claim a full refund. To reject the product, you need to let us know in writing that you have decided to reject the product by a clear statement to that effect. The easiest way to do this is to email us at enquiries@ultimo.co.uk and include details of your order. Alternatively you can ask for a repair or replacement during this initial 14 day period, and if you do that the 14 day period is paused so that you have the remainder of the 14 day period, or seven days (whichever is longer) to check whether the repair or replacement has been successful and to decide whether to accept or reject the goods.

In either case where the repair fails or the replacement is not of satisfactory quality, or is not fit for purpose, or does not match the description or sample shown , you will be entitled to request a second repair or replacement or you can claim a price reduction or you can reject the product.

If you are outside the 14 day right to reject period, you have to give us one opportunity to repair or replace any product which is of unsatisfactory quality, unfit for purpose or not as described.You can choose whether you want the goods to be repaired or replaced. We can refuse to do that if we can show that your choice is disproportionately expensive compared to the alternative. If the attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product.

You are entitled to a full or partial refund, instead of a repair or replacement, if any of the following are true:

  • the cost of the repair or replacement is disproportionate to the value of the product
  • a repair or replacement is impossible
  • a repair or replacement would be significantly inconvenient
  • the repair would take unreasonably long
  • the repair has been unsuccessful

If a repair or replacement is not possible, or the attempt at repair fails, or the first replacement also turns out to be defective, you have a further right to reject the product for a full or partial refund.

We hope you love your Ultimo purchase but if you’re not absolutely happy don’t fret – we offer a full refund or exchange on unworn items if returned within 28 days of receipt (this is reduced to 14 days for Sale items – so that we can get them back into the Sale). Please ensure that items are returned unworn with their original tags/labels/stickers and your returns form (on the invoice) to ensure that we can speedily handle your refund.

We aim to process all refunds within 10 working days of our receipt of the goods but please be aware that at peak periods (Valentines, Sale, Xmas) there may be a delay. Unfortunately, we cannot refund postage charges though we frequently run Free Postage promotions.

If you wish to return an item bought in a 3 for 2 promotion, all 3 items will need to be returned for this to be processed.

Please note when returning faulty items, the maximum postage we will cover to return a faulty item is £4.45. This is for a for a tracked/signed for service via Royal Mail which is what we use to send all our orders out. We do not cover postage for items sent back via Special Delivery/Saturday Delivery etc.

All exchanges will be dispatched as soon as we receive your returning package and any additional payment which might be required. Refund postage for all orders is payable by the customer. If you do not want a refund and still want your product repaired or replaced, you have the right to request that we make further attempts at a repair or replacement. Please note that we will only accept return of products which are unused, in their original condition, and are returned with their original packaging. Please return the product to the following address: Returns Manager, Ultimo Brands International Limited, 8 Redwood Crescent, East Kilbride, G74 5PA.

Non-UK Returns

When returning an order out with with UK, simply send back the products along with the returns section of the delivery note. Please indicate whether you would prefer to receive a refund or an exchange for another size, colour or style. If an exchange is selected, you will be required to pay the additional postage fee for your order to be shipped.

Subject to the products being returned in the condition in which they were despatched, a refund or exchange will be organised.

Please mark your package clearly as "RETURNED GOODS" to avoid delays at customs. We suggest you use an insured, traceable shipping method and keeping your shipping documentation so that you can make a claim with the carrier if it gets lost. Please allow up to 10 days for your returned products to reach us. We will not accept any responsibility for items lost or damaged during return transit.

Please return the products to the following address: Returns Manager, Ultimo, 8 Redwood Crescent, East Kilbride, G74 5PA.

Promotional Purchases

Multibuy Offers – If you make a purchase using one of our Multibuy offers all items purchased in the offer must be returned to be eligible for a refund, ie: If you buy 5 items all 5 items must be returned to us before a refund will be made.

Buy one get one free – Both items purchased must be returned to be eligible for a refund.

Gift with purchase – If you receive a free gift with your order please ensure the gift is also returned to us otherwise we will deduct the cost of the gift, £5.00 from your refunded amount

Only one discount code may be used per order.

Data Protection

We take the security of personal information very seriously So we can provide a high level of service, it is important for us to understand how our visitors use our websites, and so we will collect information about you. We will always act reasonably and in accordance with our privacy and cookie policy. Please take the time to read these policies so you understand exactly what information we collect and why. By using this website, you consent to us:

  • passing your delivery address and telephone number to our courier in case they need to contact you directly if there is a problem with your delivery
  • contacting you by email or telephone in relation to your order or if you have made an enquiry
  • carrying out checks about the credit and debit card details you provide and having them verified by a third party to ensure your credit or debit card is not being used without your consent, verifying the name, address, and other personal information supplied by you during the order process against appropriate third party databases

By accepting these terms and conditions you consent to all such checks being made and carried out by us or on our behalf.

Copyright

Please ensure any content you print, copy or download from our websites is for your personal and private use only. You must not use or encourage others to use our websites (or their contents) for their or your commercial gain or in a way that could damage our reputation. Additionally, you cannot use our website to create, update or amend your own or someone else's databases. You must not use any automated means to monitor or copy our websites or their content, or permit to be made any bulk downloading or storage of data from our websites. Please download content carefully because you will be responsible for any damage to your computer system that may result. You must not do anything to damage or disrupt our websites and you must not use our websites in a way that may cause a nuisance to others.

You may download material displayed on this website only for non commercial and personal use and provided you comply with all copyright, trademark and other proprietary notices. You may not copy, reproduce, republish, upload, post, transmit or distribute in any way the contents of this website including the text, images, audio and video for either public or commercial use or communication, without prior, written permission from us or in accordance with the Copyright, Designs and Patents Act 1998. You may not link to this website without our prior consent.

All names, logos and trademarks are the property us or of, our affiliates, or holding or associated companies. In accessing our web pages, you agree that you will access the contents solely for your own private use and not for any commercial or public use.

You can download and use and you can print out a single hard copy of any part of the content on this website for your personal use, unless otherwise stated. If you would like to request written permission to use photography or other content from our website, please contact us at Enquiries@ultimo.co.uk

Governing Law

English law shall apply to all our terms and conditions and any disputes must be heard in an English Court. Nothing in any of terms and conditions affect your legal rights.

Terms & Conditions