Terms and Conditions
Please see below the Terms and Conditions when purchasing from isobelhill.com. By using this website or purchasing from this website you hereby agree to the binding terms as set forth below, known as the “AGREEMENT”. Any parties accessing, purchasing and/or utilising products from this website shall be known as the “CUSTOMER”. Any references to Isobel and/or isobelhill.com will also be referred to as “we,” “us”, “our”.
Products.
1.1 Creation time.
(a) It is understood by the Customer that when purchasing an item from Isobel Hill, there will be creation timescales additional to normal shipment wait times. These creation timescales will be clearly outlined in each product description and when purchased, the Customer enters an Agreement that they understand and accept the totality of wait times.
(b) Creation timescales for products are purely advisory. isobelhill.com will aim to fulfil your order within the estimated creation timescale for each product to the best of our ability, however creation times are not guaranteed. isobelhill.com retains the right to fall before, within or beyond estimated creation times. In the rare instance of creation timescales going beyond, the Customer will be notified via email. Refunds are not possible on orders that go beyond the estimated creation time. For information on our refund policy please see term 7.
1.2 Care Instructions.
(a) Care instructions on website product listings, instruction posters included with garments and instructions featured in this site’s care table are advisory. Garments are handmade and/or hand screen-printed and require due care to prolong their longevity.
(b) isobelhill.com is not responsible for incorrect care or washing of garments that could result in damage to the item.
(c) Returns, refunds and/or exchanges will not be issued for damage to the garment which results from any form of washing or laundering after being delivered to the Customer shipping address.
1.3 Stock.
(a) All products are subject to availability and we cannot guarantee that items will be in stock.
(b) We reserve the right to discontinue any products at any given time and for any reason.
(c) Prices for all products are subject to change.
1.4 Sizing.
(a) Size charts and/or accompanying sizing recommendations (if any), featured on isobelhill.com are purely only advisory. isobelhill.com is not liable for any purchases made based on these charts and/or recommendations and/or for any costs incurred for the Customer during the return process, due to item/s not fitting.
Payment.
2.1 Payment method. Customers can pay by credit card, debit card or PayPal. Payments completed by credit card or debit card are processed by Stripe. For Stripe’s full Privacy Policy and Terms and Conditions please click here. For Paypal’s Terms and Conditions please click here.
2.2 Currency. All payments shall be placed in Pounds Sterling (GBP £).
2.3 Accuracy of information. The Customer agrees to provide current, complete and accurate purchase and account information for all purchases made on this website. If purchase and account information is not correct, the Customer agrees to accurately and promptly update these details.
2.4 Refusal. isobelhill.com reserves the right to refuse any order placed through this website at our discretion, with any reasoning that includes but is not limited to, suspected orders placed by dealers, sellers, re- distributors and/or bots.
Delivery.
3.1 Liability. isobelhill.com is no longer responsible for packages once there is successful confirmation of delivery to the Customer address. Responsibility of the parcel transfers to the Customer once delivery is confirmed via the parcel tracking number. In instances of confirmed tracked delivery to Customer address but Customer claims the parcel has not been delivered, please refer to term five point two b (5.2b) and five point two c (5.2c) on how to proceed.
3.2 Termination of Agreement. If delivery is not successful for any reason including but not limited to: incorrect delivery details inputted by the Customer, refusal of package upon delivery and/or Customer failure to arrange re-delivery of a parcel, which in turn leads to the parcel being shipped back to Isobel Hill, it will be agreed that our transaction Agreement has been terminated. If and when the parcel/s arrive back to Isobel Hill, Customers will then be refunded for their purchase minus any incurred costs, please refer to term seven point two c (7.2c) on which costs will be deducted from the Customer refund. Additionally, please refer to term seven point one (7.1) for our refund timescales.
3.3 Timescales. It is understood by the Customer that once your order has been dispatched, delivery timescales are an estimate and are not guaranteed. Royal Mail, DPD and/or DHL timescales are subject to change and Isobel Hill is not liable for any unforeseen delays caused by Royal Mail, DPD and/or DHL.
3.4 Delivery Quotations.
(a) It is understood by enquiring Customers of framed work deliveries that they are required to contact isobelhill.com via supplied email address on product listing before the purchase of any framed works. The requirement of a delivery quotation will be stated in relevant product descriptions.
(b) isobelhill.com aims to respond to customer request for delivery quotations within five (5) working days.
(c) For delivery quotation requests Customers are required to include in their email their name, intended delivery address and the name of the work/s your are enquring about.
(d) Upon receipt of delivery quotation request isobelhill.com will respond to Customer with delivery quotation. Customer is then required to respond to quotation confirming or declining quotation price. It is understood by Customer that only upon confirmation and acceptance of quotation price via email will isobelhill.com update relevant item listing/s to include quoted delivery price for Customer. Customer will then proceed with purchase, with new updated item price. isobelhill.com will keep updated product listing live for twenty four (24) hours. If Customer fails to complete purchase of updated product listing price within this timeframe it is understood that isobelhill.com will restore item listing back to original listing price minus delivery quotation and the agreement between isobelhill.com and Customer in regards to individual delivery quotation will be terminated.
(e) If Customer fails to contact isobelhill.com with relevant delivery information required for quotation before purchase of framed product listings, the inputted delivery address in original quotation correspondence does not match delivery address on final order invoice, and/or Customer purchases product past (24) twenty four hour grace period as mentioned in term three point 4 d (3.4d) , Customer order will be cancelled and refunded to original payment method. Refunds for these scenarios will be subject to refund transaction fees. Please refer to term seven point two c (7.2c) for refunds relating to these stated scenarios. Please also refer to term seven point 1(7.1) for refund timescales.
Customs and Duties.
4.1 Liability. For Customers outside of the United Kingdom, isobelhill.com is not responsible for any potential taxes or custom charges incurred during delivery of your parcel. Once dispatched, Customs and handling charges are the sole responsibility of the Customer.
4.1 Termination of Agreement. If the Customer fails to pay customs fees, the parcel will subsequently be sent back to Isobel Hill and it will be agreed that our transaction Agreement has been terminated. Once the parcel has arrived back to Isobel Hill, Customers will then be refunded for their purchase minus any incurred costs, please refer to term term seven point two c (7.2c) for details on which costs will be deducted from the Customer refund. Additionally, please refer to to term seven point one (7.1) for our refund timescales.
Missing Parcels.
5.1 Return Shipments from Customers.
(a) isobelhill.com is not responsible for any lost parcels or arrival or damaged parcels during the shipping return process as sent by the Customer, which have been incorrectly insured when compared with the value of the item and/or sent without proof of a tracking number.
(b) For any lost or damaged (during transit) return parcels sent by the Customer, which have been correctly insured and sent with a tracking number, Customers will be required to contact their chosen postal company themselves with their tracking number, online invoice to prove the value of the item and receipt of postage payment to claim for any losses.
(c) If Customers wish to order a replacement for their item they will be required to place an entirely new order.
5.2 Order Shipments from isobelhill.com.
(a) All deliveries sent by isobelhill.com are fulfilled by Royal Mail, DPD and/or DHL. Which delivery method is utilised is dependent on the items you are purchasing and the delivery address. Customers will be notified of available delivery options on their order at checkout and before finalising their purchase. Shipment guidance prices for Customer delivery addresses can also be found under our FAQ’s.
(b) Directly relating to term three point 1 (3.1), if a parcel sent via Royal Mail is declared missing by the Customer, despite tracking confirmation of the parcel’s successful delivery, it is the responsibility of the Customer to contact Royal Mail with their tracking number to resolve the issue/ make a claim for any losses. For information on the Royal Mail claims procedure UK, please click here. For Royal Mail International claims procedure, please click here.
(c) If a parcel sent via DPD is declared missing by the Customer, despite tracking confirmation of the parcel’s successful delivery, DPD states that it is the responsibility of the vendor (in this instance, isobelhill.com) to initiate a claims procedure on behalf of the Customer. Customers are required to inform isobelhill.com within two (2) days of estimated delivery period of any missing orders, despite tracking displaying a confirmed delivery. isobelhill.com is not responsible for Customers failing to report a missing or delivery of a damaged item within the stated timeframe, which in turn results in DPD not investigating the claim. For information on the DPD claims procedure, please click here.
(d) For missing orders sent from Isobel Hill to the Customer delivery address, which never have confirmed successful delivery via tracking:
I.For Royal Mail deliveries within the UK, Customers are required to wait five (5) working days after expected delivery date to qualify the parcel as missing.
II. For Royal Mail deliveries to Europe, Customers are required to wait twenty (20) working days after expected delivery date to qualify the parcel as missing.
III. For Royal Mail deliveries to the rest of the world, Customers are required to wait twenty five (25) working days after expected delivery to quality the parcel as missing.
IV. For DPD deliveries within the UK, Europe and the rest of the world, Customers are required to inform isobelhill.com within two (2) days of estimated delivery date of any missing orders.
V. Customers are required to double check all exterior doors and other locations where the package could be placed, including the porch, back patio, garage and any area out of potential weather hazards. Customers should also check with persons who may have accepted the package on their behalf. If parcel/s have still failed to arrive after the applicable scenario wait period whether it is term five point two d I (5.2dI), term five point two d II (5.2dII), term five point two d III (5.2dIII) or term five point two d IV (5.2fdV), Customers are then required to contact Isobel Hill via isobel@isobelhill.com as soon a possible, with the subject MISSING PARCEL and their ORDER NUMBER to notify us of the issue so we can make a claim with DPD or Royal Mail on your behalf for the missing package. Please include your full name and your tracking number in the body of the email.
VI. Missing parcel notifications must be emailed to isobel@isobelhill.com as soon as possible for DHL deliveries, within two (2) days of expected delivery period for DPD deliveries and within seven (7) days of required wait period for Customer delivery location (either: UK, Europe, World zones) for Royal Mail deliveries, whether it is term five point two d I (5.2dI), term five point two d II (5.2dII), term five point two d III (5.2dIII) or term five point two d IV (5.2dIV), to allow us to file the claim before DPD, DHL and/or Royal Mail enact their own prescribed expiration for claims.
VII. If the Customer fails to notify us within the required periods mentioned in term five point two fVI (5.2fVI), Customers understand that isobelhill.com is no longer responsible for any failure in meeting the the prescribed expiration of time as set fourth by DPD or Royal Mail for claims made against them. If the DPD, DHL and/or Royal Mail expiration of time is missed, the claim cannot be filed and the Customer will not be refunded.
VIII. If a claim has been successfully verified by DPD, Royal Mail and/or DHL, a Customer refund will then be issued for the full total of the item/s and delivery. To see DPD’s claim terms and T&C’s, please click here and here. To see Royal Mail’s UK claim terms, please click here. To see Royal Mail’s international claim terms, please click here. To see DHL’s claim policy, please click here. For more information on DHL claims procedure please click here. Please see term seven point one (7.1) for our refund timescale.
IX. isobelhill.com is not responsible for the duration of time that DPD, Royal Mail and/or DHL declares any party is required to wait before a package is categorised as ‘missing’ and/or the timescale in which DPD, Royal Mail and/or DHL take to process the claim, which in turn dictates the timescale of the Customer refund.
Return Policy.
6.1 Timescale.
(a) Sales from isobelhill.com are subject to a fourteen (14) day return policy upon delivery to the Customer address (exclusions apply**) Beyond fourteen (14) days, returns on items are not accepted. **Non returnable items include: Limited edition prints, cards, gift wrap, ‘original artworks’, ‘objects’ and/or Tattoo Permission Release Forms.
(b) Return request emails will be responded to within three to five (3-5) working days.
(c) Customers must ship their return within seven (7) days of receiving their return confirmation email and also email isobel@isobelhill.com with the tracking information within seven (7) days of receiving their return confirmation email also. Beyond seven (7) days of receiving the return confirmation email, returns on items are not accepted. If the Customer chooses to ship return/s to isobelhill.com beyond the seven (7) day policy, upon successful arrival of the item/s back to isobelhill.com, Customer will be issued a partial refund in accordance to term seven point two c (7.2c) only.
6.2 Original Condition. Returns can only be made if:
(a) Item/s are in their original condition. Original condition is defined by items being un-worn, undamaged, un soiled and with tags still attached. For hats, the Isobel Hill hat box must also be present and be in original condition to qualify for a return.
(b) The original invoice for the purchase and the authorised completed return form are both enclosed inside the returned parcel.
6.3 Additional costs.
(a) isobelhill.com is not responsible for any additional costs incurred during the return process, additional costs are the sole responsibility of the Customer.
(b) For returned items, Customers will be issued a full refund for the item/s minus original postage costs.
(c) It is understood by the Customer that full refunds minus original postage costs for returned item/s will be refused if terms six point two a (6.2a) and/or six point two b (6.2b) are not met. If this outcome has occurred the Customer will be notified of this update via email. Customers will then be issued a refund minus any transaction fees, original postage costs, packaging costs and/or costs to cover any damages to items/missing items etc. These deducted fees will be calculated on an order to order basis. Please refer to term term seven point two c (7.2c) for details on which costs will be deducted from the Customer refund. Additionally, please refer to to term seven point one (7.1) for our refund timescales.
Refunds.
7.1 Timescale. Refunds can take up to ten (10) working days to be issued by isobelhill.com in addition to bank processing timeframes. We are not liable for any delays caused by banks during the refund process.
7.2 Refund Scenarios.
(a) Full refunds minus original postage costs will only be executed in instances where terms six point one a (6.1a), six point two a (6.2a) and six point two b (6.2b) are all met.
(b) Customers are only eligible for full refunds inclusive of original postage costs in instances relating to term five point two c (5.2c) and eight point one b (8.1b). Customers understand that the DPD, Royal Mail and/or DHL timescale for claims, relating to term five point two c (5.2c) is in addition to the refund timescale policy of isobelhill.com.
(c) Partial refunds will be executed in relation to term three point two (3.2), three point four e (3.4e), four point one (4.1), six point one c (6.1c) and six point three c (6.3c). These refunds are all subject to calculated fees which will be deducted from the refund. These deducted fees will be calculated on an order to order basis. Deducted fees can include but are not limited to transaction fees, original postage costs, missing items/parcels, damage to items/packaging, unpaid customs and duties fees, re-delivery costs, handling fees, unauthorised return fees and/or packaging costs. Customer refunds can range from £0.00 to the full order value minus postage, transaction fees and unauthorised return fees. Which fees will be deducted and the fee amount is dependent on whether the refund scenario is term three point two (3.2), three point four e (3.4e), four point one (4.1), six point one c (6.1c) and/or six point three c (6.3c).
Limited Liability.
8.1 Errors and Misdescriptions.
(a) isobelhill.com aims to accurately depict, describe and/or photograph products to the best of our ability. Despite this, it is understood that we do not guarantee that all information relating to products and services is error free, complete, current or correct. We are not responsible for the accuracy of product colour depiction across variant devices or monitors. In the event of an error or a product being mis-represented, isobelhill.com reserves the right to begin processes in correcting or rectifying the issue within three to five (3-5) working days of the Customer issuing a notification email regarding a resolution.
(b) For product mis-representation directly impacting a product within an order, the Customer has fourteen (14) days from confirmed delivery to their shipment address to issue this notification. Please put PRODUCT ERROR and your ORDER NUMBER as the subject and include your full name in the body of your email. If it is confirmed there is an error directly impacting the product/s within your order, resolution can take the form of a refund. Customers are required to return item/s back to isobelhill.com under this scenario. isobelhill.com will be responsible for return postage freight for item shipment back to the studio. Upon receiving this shipment at isobelhill.com’s studio, the Customer will be issued a full refund.
(c) Customer is required to supply isobelhill.com with correct, current and accurate address and contact information for the arrangement of delivery pick up from their address when requested. Customer agrees to choose a date for delivery pickup when they, or trusted persons will be present to hand over parcel to DPD or DHL driver for delivery back to isobelhill.com. If Customer fails to supply accurate information or is not present for agreed DPD or DHL pickup, it will be understood that the Customer has terminated the contract and no longer wishes to proceed with the product mis-representation resolution process. If this is apparent, the Customer understands that this waivers their right to re-open the product mis-representation resolution process again for the item/s.
(d) If the Customer would like a replacement in the instance of error rectification, the Customer is advised to place an entirely new order. Stock for replacement orders are subject to term one point three (1.3).
(e) For our refund policy in instances of error rectification directly relating to a product within your order, please see term four A (4A) and four C (4C).
8.2 Injury.
(a) It is agreed that the Customer will immediately accept responsibility for all risks associated with any product purchased from this website from the moment of its confirmed tracked arrival at the Customer shipment address.
(b) Upon this arrival, it is agreed that we are no longer liable for any injury caused by negligence when using any item purchased from isobelhill.com.
(c) Ownership of the product transfers to the Customer once we receive full payment for the order.
(d) Transfer of product ownership does not affect copyright conditions. Please refer to term ten (10) for more information on our copyright terms.
Wholesale.
9.1 All wholesale orders are subject to isobelhill.com’s full Terms and Conditions. In the event of isobelhill.com T&C’s conflicting with our wholesale applicable T&C’s below, term enforcement will be concurrent with wholesale specific T&C’s, at term nine (9). If any specific information regarding terms relating to your wholesale order cannot be found at term nine (9), you will be able to locate all relevant information at one of our other terms.
9.2 Wholesale Online Store.
(a) It is understood by wholesale Customers that isobelhill.com wholesale online store is for trade only.
(b) It is understood that wholesale Customers may not share and/or distribute password/s for wholesale online store access. It is also understood by wholesale Customers that if password sharing/distribution is confirmed, any unfulfilled orders will be cancelled and your isobelhill.com online wholesale store access will be revoked.
(c) We reserve the right to decline wholesale applications without reasoning given.
(d) All wholesale Customers are required to create an account at isobelhill.com before placing any orders. This is due to instances pertaining to wholesale online store password alterations as we shall require a logged contact email to update each wholesale Customer with these new details.
(e) It is understood that in the event of isobelhill.com needing to change the wholesale store’s access password, existing wholesale Customers will be informed and updated of this new password via their account’s logged email address.
9.3 Cancellations/ Returns.
(a) All wholesale order sales are final, unless faulty or damaged upon delivery. In the event of items arriving damaged, please contact us within twenty four (24) hours of delivery receipt via isobel@isobelhill.com and we shall work towards a possible resolution. Resolutions for faulty/damaged items are subject to isobelhill.com’s full T&C’s.
(b) Once orders have been placed cancellations and/or changes to orders are not possible.
9.4 Outlets.
(a) Items are to be sold at the agreed upon retail business when applying to be a stockist. Isobel Hill wholesale items may not be stocked and/or sold in any third party outlets or marketplaces.
(b) It is understood by wholesale Customers that if third party selling is confirmed, any unfulfilled orders will be cancelled and your isobelhill.com online wholesale store access will be revoked.
9.5 Larger Quantity Special Orders.
(a) It is understood by wholesale Customers that larger quantity special orders require minimum order values and that this varies from product to product.
(b) It is understood by wholesale Customers that larger quantity special orders will be invoiced on a pro forma basis and production of requested goods will not begin until the invoice has been paid in full.
(c) It is understood by wholesale Customers that larger quantity special orders are subject to advisory lead times, which vary from product to product and are not guaranteed and that estimated lead times are in addition to usual shipping time frames.
External Links.
10.1 Accuracy. It is understood that isobelhill.com may feature third party links to other websites. isobelhill.com is not responsible for the reliability of any third party content.
10.2. Risk. Use of third party links should be used at the Customer’s own risk.
10.3 Endorsements. Third party links included on this website do not denote any form of contractually paid endorsements or sponsors and any external links redirecting Customers outside of this website are purely provided for the convenience of the Customer.
Intellectual Property Rights.
11.1 This website contains material which is owned by or licensed to Isobel Hill. This material includes, but is not limited to photographs, designs, graphics, artwork, illustrations and products. Customer access to this website is granted for personal use only and any form of commercial reproduction without express written permission from Isobel Hill is prohibited. All Images and rights relating to them, including copyright and ownership rights in the media in which the material is stored, remain the sole and exclusive property of Isobel Hill. If you suspect or witness copyright infringement of Isobel Hill Images, please email isobel@isobelhill.com.
Changes to the Terms.
12.1 isobelhill.com reserves the right to amend and/or update any of these terms without notice.
12.2 The Customer is responsible for reviewing any update to the Terms and Conditions and if they do not agree with these new terms, Customers are advised to cease use of the website immediately.
12.3 Continued Customer use of isobelhill.com and/or purchase of website products or services will signify the Customer has agreed to these new terms.
Severability.
13.1 If one or more of the provisions in the Agreement is found invalid, illegal or unenforceable in any respect, the validity and enforceability of the remaining provisions shall not be affected. Any such provisions will be revised as required to make them enforceable.
Waiver.
14.1 No action of either party, other than in writing agreed to by the parties, may be construed to waive any provision of this Agreement and a single or partial exercise by either party of any such action will not preclude further exercise of other rights or remedies in this Agreement.
Applicable Law.
15.1 Use of this website and/or purchase of products at isobelhill.com shall be governed, interpreted and enforced in accordance with the laws of the United Kingdom. For any dispute arising out of use related to isobelhill.com , this Agreement and/or its performance, may be commenced only in courts physically located in the United Kingdom and the parties involved hereby consent to the jurisdiction of such courts.
Privacy Policy.
16.1 isobelhill.com utilises Squarespace for its web building and online store.
16.2 To view our Privacy Policy, please click here.