Terms and Conditions
1. These terms
1.1 What these terms cover.
1.2 Why you should read them.
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2. Information about us and how to contact us
2.1 Who we are.
We are Norwich Dance Wear Limited, trading as Porselli, a company registered in England and Wales. Our company registration number is 01426466and our registered office is at Sweet Briar Industrial Estate, 4 Frensham Road, Norwich, Norfolk, NR3 2BT. Our registered VAT number is 324 4528 70.
2.2 How to contact us.
You can contact us by telephoning our customer service team at 01603 406700 or by writing to us at Porselli, Sweet Briar Industrial Estate, 4 Frensham Road, Norwich, Norfolk, NR3 2BT or emailing us at [email protected]
2.3 How we may contact you.
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 “Writing” includes emails.
When we use the words “writing” or “written” in these terms, this includes emails.
3. Our contract with you
3.1 How we will accept your order.
Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us, except in the case of an order requiring express delivery or international delivery, in which case a contract will come into existence between you and us when we email you confirming the additional postage costs.
3.2 If we cannot accept your order.
If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.3 Your order number.
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
4. If you are a business customer
This clause 4 only applies if you are a business.
4.1 If you are not a consumer
You confirm that you have authority to bind any business on whose behalf you use our site to purchase products.
4.2 These terms and any document expressly referred to in them constitute the entire agreement between you and us and supersede and extinguish all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter.
4.3 You acknowledge that in entering into a contract you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these terms or any document expressly referred to in them.
4.4 You and we agree that neither of us shall have any claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this contract.
5. Our products
5.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
5.2 Product packaging may vary.
The packaging of the product may vary from that shown in images on our website.
6. Your rights to make changes
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 – Your rights to end the contract).
7. Providing the products
7.1 Delivery costs.
The costs of delivery will be as displayed on our Delivery Charges page.
7.2 When we will provide the products.
Goods are generally dispatched within 1 – 4 working days by 48 hour Royal Mail Tracked. During the month of September and December goods may take up to 7 working days to be dispatched. For express delivery please call us before 1.30pm or select the next day delivery option at checkout and we will be able to upgrade the delivery option of your order. Please see our Delivery Charges page for details of costs. For orders placed on Fridays with the next day delivery option chosen, we reserve the right to send items on Fridays via Royal Mail 24hr tracked instead of courier as this normally arrives next day (Saturday) instead of next working days (Monday). Customers requesting a refund of the difference between the next day option and the 2hr tracked option will need to request this by email or phone.
7.3 International Delivery.
For order placed for deliveries outside of the UK, we apply a default postage charge to your order covering a set weight. Should your order weigh more than this amount, we will contact you by email to arrange collection the additional delivery amount in excess of the default postage charge through a PayPal money request. If you order goods from our site for delivery to an international delivery destination, your order may be subject to import duties, fees and taxes which are applied when the delivery reaches that destination. It is important to note that we have no control over these charges and we cannot predict their amounts. You will be fully responsible for payment of any such import duties, fees and taxes. Please contact your local customs office for further information before placing your order. You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you break any such law.
7.4 We are not responsible for delays outside our control.
If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. For all orders, we do not take responsibility for delays caused by Royal Mail and its international affiliates or any courier companies involved in delivery of next day orders.
7.5 If you are not at home when the product is delivered.
If no one is available at your address to take delivery and the products cannot be posted through your letterbox, the courier should leave you a note informing you of how to rearrange delivery or collect the products from a local depot. Given the unprecedented nature of the global pandemic, it is common practice that notes may not be left informing of non-delivery. For all queries about missing packages, please contact the customers services team to trace the package.
7.6 If you do not re-arrange delivery.
If after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and reserve the right to charge you for any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 11.2 will apply.
7.7 When you become responsible for the goods.
Goods will be your responsibility from the time the courier delivers them to the address you gave us.
8. Your rights to end the contract
8.1 If you choose to end your contract with us, your rights will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 12;
(b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
(c) If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.
8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
(a) we have told you about an upcoming change to the product or these terms which you do not agree to;
(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed; or
(c) there is a risk that supply of the products may be significantly delayed because of events outside our control;
(d) you have a legal right to end the contract because of something we have done wrong.
8.3 Exercising your right to change your mind. For most products bought online you have a right to change your mind, within the timescales set out below, and receive a refund. These rights are explained in more detail in these terms.
8.4 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
(a) tights, undergarments such as underwear, briefs, thongs, bodystockings and male dance supports if the packaging has been opened or any hygiene seal has been removed;
(b) special orders such as made to order and bespoke requests;
(c) other products sealed for health protection or hygiene purposes, such as cosmetic products, once these have been unsealed after you receive them.
8.5 How long do I have to change my mind? You have 28 days after the day you (or someone you nominate) receive the goods, unless your goods are split into several deliveries over different days. In this case you have until 28 days after the day you (or someone you nominate) receive the last delivery to change your mind about the goods.
9. How to end the contract with us (including if you have changed your mind)
9.1 Tell us you want to end the contract.
To end the contract with us, please complete the returns slip provided with your order and post this back to us with the goods to be returned (see clause 9.2).
9.2 Returning products after ending the contract.
If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post the goods back to us at Porselli, Sweet Briar Industrial Estate, 4 Frensham Road, Norwich, NR3 2BT. Please complete the returns slip provided with your order and post this back to us with the goods. We recommend using a recorded delivery service as we do not accept responsibility for mislaid return parcels. All returns must be sent in re-saleable condition, in the original packaging and with the tags still attached. We must receive the goods back within 28 days from the day after you receive the goods. Please note that December Christmas gift orders can be returned up to the end of January.
9.3 When we will pay the costs of return. We will pay the costs of return:
(a) if the products are faulty or misdescribed;
(b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
9.4 How we will refund you.
We will refund you the price you paid for the products, by the method you used for payment. However, we may make deductions from the price, as described below.
9.5 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. We will not provide a full refund if goods show signs of unreasonable use. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
9.6 When your refund will be made.
We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
10. Exchanging products
10.1 If you wish to exchange a product.
If you wish to exchange a product for a different size or colour, please complete the returns slip and return it to us with the goods no later than 28 days after the day on which you originally received the goods. Providing we have the new item in stock and the new item has the same product code/reference as the original product ordered, we will pay for the postage of sending the new item to you (UK mainland only). Postage will be charged for any additional items or different styles ordered in exchange in addition to a £2 handling charge.
11. Our right to end the contract
11.1 We may end the contract if you break it.
We may end the contract for a product at any time by writing to you if you do not, within a reasonable time, allow us to deliver the products to you.
11.2 You must compensate us if you break the contract.
If we end the contract in the situation set out at clause 11.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
12. If there is a problem with the product
12.1 How to tell us about problems.
If you have any questions or complaints about the product, please contact us. You can telephone our customer service team on 01603 406700 or write to us at Porselli, Sweet Briar Industrial Estate, 4 Frensham Road, Norwich, NR3 2BT or email us at [email protected]
12.2 Summary of your legal rights.
We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
up to 30 days: if your goods are faulty, then you can get an immediate refund.
up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
See also clause 8.3.
12.3 Your obligation to return rejected products.
If you wish to exercise your legal rights to reject products you must post them back to us. We will pay the costs of postage. Please complete the returns slip provided with your order.
13. Price and payment
13.1 Where to find the price for the product.
The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 13.3 for what happens if we discover an error in the price of the product you order.
13.2 We will pass on changes in the rate of VAT.
If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
13.3 What happens if we got the price wrong.
It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
13.4 When you must pay and how you must pay.
We accept payment by credit and debit card from the list of cards shown at the payment stage of the order process. Payment for the products and all applicable delivery charges is in advance. We will not charge your credit or debit card until we dispatch the products to you.
14. Our liability if you are a consumer
This clause 14 only applies if you are a consumer.
14.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
15. Our liability if you are a business
This clause 15 only applies if you are a business customer.
15.1 We only supply the products for internal use by your business, and you agree not to use the product for any resale purposes.
15.2 Subject to clause 16, we will under no circumstances whatever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with this contract for:
(a) any loss of profits, sales, business, or revenue;
(b) loss or corruption of data, information or software;
(c) loss of business opportunity;
(d) loss of anticipated savings;
(e) loss of goodwill; or
(f) any indirect or consequential loss.
15.3 Subject to clause 16, our total liability to you in respect of all losses arising under or in connection with this contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price of the products together with the price of delivery.
15.4 Except as expressly stated in these terms, we do not give any representation, warranties or undertakings in relation to the products. Any representation, condition or warranty which might be implied or incorporated into these terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the products are suitable for your purposes.
16. Our liability
This clause 16 applies to both business customers and consumers.
16.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. Nothing in these terms limits or excludes our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
(d) defective products under the Consumer Protection Act 1987; or
(e) breach of any of your other legal rights.
17. How we may use your personal information
17.1 How we will use your personal information. We will use the personal information you provide to us:
(a) to supply the products to you;
(b) to process your payment for the products; and
(c) if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
17.2 We will only give your personal information to third parties where the law either requires or allows us to do so.
18. Other important terms
18.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
18.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
18.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
18.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
18.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
18.6 Which laws apply to this contract and where you may bring legal proceedings.
(a) If you are a consumer, these terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts;
(b) If you are a business, this contract and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales. We both irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this contract or its subject matter or formation (including non-contractual disputes or claims).