Terms & Conditions
Welcome to www.carolinecastigliano.com (the “Site”)
These terms & conditions (the “T&Cs”) apply to your use of the Site. You should read these T&Cs carefully before buying any goods as they contain important information about your order.
By accessing the Site and/or by placing an order you agree to be bound by these T&Cs and the documents referred to within them. If you do not agree to be bound by these T&Cs you may not use or access the Site. The Site is provided solely for your personal use. You may not use the Site for any commercial purpose and you must be 18 years or over to purchase goods from the Site.
References in these T&Cs to “we”, “us”, “Caroline Castigliano” and “Castigliano” are to Castigliano Limited (registered in England & Wales with company number 3062747), registered office at The Old Church, Quick’s Road, Wimbledon, London SW19 1EX, or, in respect of delivery and returns:- Harlaxton Business Park, Main Road, Harlaxton, Lincolnshire NG32 1HQ
1. Customer Care
Should you have any questions about our order process or your order, please contact Customer Care:-
Castigliano Ltd, Harlaxton Business Park, Main Road, Harlaxton, Lincolnshire. NG32 1HQ
Lines are open:
Monday to Friday: 9:00am – 5:00pm
In the event you have a complaint regarding a product or service purchased from Castigliano please write to us at Castigliano Ltd, Harlaxton Business Park, Main Road, Harlaxton, Lincolnshire. NG32 1HQ or the email above. We will respond to you as soon as possible, but within 21 days at the latest.
2. Goods Availability / Information
2.1 Most items featured on the Site are individually hand made and as such may differ slightly from the images shown. By purchasing items, you accept that the colour tone, fabrication and visual aspects of the items, including any beaded or crystal components, may differ slightly from any images displayed.
2.2 Once an item is sold out, it will either be taken off the Site and may not be available again, or more items will need to be individually made which may cause delay. If items you order are out of stock, subject to a delay, or sold at a higher price than shown on your order, we will contact you at the email address or telephone number you provided when placing your order. If we are unable to contact you, we will cancel any part of your order that is unavailable (or incorrectly priced) and will continue to process any remaining items on your order. All orders are subject to availability. Substitutions will only be made with your prior consent and if a replacement item has a higher price, you will be liable to pay for the difference in price.
2.3 Goods listed on the Site contain a product description detailing any specific conditions relating to each particular product. We will take reasonable care to ensure that the descriptions, photographic representations are accurate and kept up to date. The actual colours that you see on your computer may vary depending on the monitor that you use. We are therefore unable to guarantee that the product images you see are an accurate representation of the goods.
3. Pricing: Taxes and Duties
3.1 All prices shown on the Site are inclusive of VAT (UK sales tax) where applicable. Prices may change and offers may be withdrawn at any time.
3.2 Sales taxes and duties are calculated on the site according to where you are having your order delivered to and are detailed on the checkout screen during purchase and on your order invoice. VAT will be automatically deducted (where applicable) from merchandise dispatched to non-EU countries. The deduction will be made before payment is collected.
3.3 When ordering goods from carolinecastigliano.com for delivery outside of the European Union (EU), your order may be subject to import duties and taxes which are levied once the package reaches your delivery country. Any additional charges for customs clearance must be borne by you and unfortunately we have no control over these charges and cannot advise what they may be. Customs policies vary widely from country to country, so for further information we advise you to contact your local customs office.
Additionally, please note that when ordering from carolinecastigliano.com, you are considered to be the ‘Importer of Record’ and as a result you must comply with all laws and regulations of the country into which you are receiving the goods.
3.4 Although we try to ensure all our pricing displayed on the Site is accurate, errors may sometimes occur. If we discover an error in the price of an item you have ordered, we will contact you as soon as possible. You will have the option to reconfirm your order at the correct price, failing which it will be cancelled.
4. Order Process
4.1 All orders are subject to acceptance and availability.
4.2 You can place an order online through our Site and when doing so, you warrant that the personal and payment information provided with your order is true, accurate, current and complete in all respects. By placing an order, you confirm that you are the person referred to in the billing details. Should your personal or payment information change after the point of payment, please update your account or contact Customer Care (1 above).
4.3 When your order is placed with us at the end of the online checkout process (e.g. when you click on the ‘Place Order’ button and proceed to the “Order Summary” page), we will email you to acknowledge that we have received your order and details of the goods you have ordered and your order number. Please note that this does not mean that your order has been accepted or confirmed by us, just a confirmation that we have received it.
4.4 We may send you an email or call you to say that we do not accept your order. This could be for any reason in our absolute discretion but will typically be for the following reasons:
4.4.1 the goods are not available (see section 8. Goods Availability/Information below);
4.4.2 we cannot obtain authorisation of your payment;
4.4.3 if you don’t meet our ‘eligibility to order’ criteria or any other terms or policies set out in these T&Cs or by law.
4.5 Your order will be accepted at the point your goods are dispatched. Target delivery times are set out in section 6, but worst case will be within 30 days of the date of your order. As soon as the goods are dispatched, a legally binding contract will be created between you and us.
5. Payment Methods
5.1 All transactions on this website are processed using Stripe, a secure online payment gateway that encrypts your card details in a secure host environment.
5.2 We only accept payment for orders in Pounds Sterling.
5.3 We accept payment by MasterCard, Visa, American Express, Diners Club, Discover & JCB.
5.4 If you pay for an item using a payment card with a foreign currency denominated account, the account will be taken in Pounds Sterling at the conversion rate applied by the relevant payment scheme at the time of processing your order.
5.5 Please note, we cannot guarantee the security of data which you send us by email. Accordingly, please do not send us payment information using email.
5.6 Unless we are fraudulent or negligent we will not be liable to you for any losses caused as a result of any unauthorised access to the personal and transactional information you provide us when placing an order.
5.7 All credit or debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer refuses to authorise payment to Castigliano, we will not be liable for any delay or non-delivery.
5.8 If you have any further payment queries, please contact your bank/card issuer.
6. Delivery: Costs, Information and Timing
6.1 Once payment has been confirmed, the goods you order will be delivered to the address you give us when you place your order.
6.2 If the goods you have ordered are in stock, we aim to dispatch your order within 48 hours, so for UK orders, you can typically expect to receive your goods within 5 working days. However, please note that we cannot guarantee specific delivery dates and any delivery date or time specified by us is a best estimate only and we will not be liable for any loss suffered by you due to any reasonable or unavoidable delay in delivery. In any event, we will deliver the goods to you within 30 days of the day on which we accept your order.
6.3 If the goods you have ordered are not in stock, we will email you to advise you the estimated date that we will be able to dispatch the goods and you will be asked to notify us by email whether you wish to accept the estimated delivery date or withdraw (cancel) your order.
6.4 Once your order has been dispatched, you will receive an email containing tracking details which you can use to track your order online. If you are registered with us, you can also follow the delivery by signing into your account on our site and selecting “My Account” and clicking on the order number.
6.5 Delivery will be made by TNT or FedEx who will require signature for each delivery. If there is nobody at the given address who is competent to accept the delivery, you will be asked to contact our shipper in order to arrange an alternative delivery date or place to collect the goods.
6.6 Delivery costs are:
Normal Delivery Time
3-5 working days
4 – 6 working days
6 – 8 working days
Rest of the World *
6 – 8 working days
6.7 Castigliano insures each purchase during the time it is in transit and ownership of the goods and the risk for damage, passes to you upon delivery.
6.8 If, at the time of delivery, the packaging is damaged, you are required to open the package in the presence of the carrier in order to verify the condition of the goods. In the event of damage to the goods, you should note the details on the delivery note and contact our Customer Care team as soon as possible.
6.9 If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by Castigliano and transfer of responsibility.
7. Returns & Exchanges
7.1 You have the right to cancel your order with us and you can exercise this legal right any time up until the time we dispatch your order by emailing us or contacting Customer Care.
7.2 After we have shipped your item, you have the right to return it. You must notify us that you wish to return your item within 14 days of the day on which you receive your goods.
To do this, simply go to our Site, log into your account and click on “Request Return” for the relevant item and follow the process as directed. If you didn’t register for an account and you checked out as a guest, please contact our customer care team.
The Returns Merchandise Authorisation (RMA) number will be displayed on the screen and you will also be sent an RMA confirmation by email which please write clearly on the “returns label” sent to you with the goods.
7.3 Whilst in your possession, you must take reasonable care of the goods which should be returned in their original and unused condition (with original packaging), with dust bags and all Castigliano labels and all tags still attached. If labels and/or garment tags are removed, the goods will be considered used, no refund will be given and the goods will be returned to you.
Returning your Item
7.4 Simply create a Returns Merchandise Authorisation (RMA) number by logging into your account on our Site and following the instructions on screen and send your item(s) back to us using a secure service within 14 days of receiving your order.
Please follow the steps below to return your purchase.
Sign into “My Account” on our Site and under “Recent Orders”, select the order number containing the item you would like to return.
Click on the “Request Return” button and choose the reason for return. If you would like to exchange an item, choose your replacement size.
Once the form has been completed we will send you an email with your RMA number.
If you checked out as a guest and didn’t register for an account, you won’t be able to do this on line and you will have to email our customer care team for an MRA.
Please sign the hard copy “returns proforma invoice” that you received with your order
Please send your return at your cost, using a secure and trackable method (for example Royal Mail Recorded delivery or special delivery). Mark the outside of the box clearly with our name and address and the RMA reference number we have emailed you (Use the peel off label at the bottom of your order confirmation included with your goods and send the hard copy of the order confirmation back to us in the box with the goods). Unidentified returns will be returned to sender.
Please keep proof of postage and once you know the tracking number, go back into “My Account / View Return Status” and add the reference when indicated. Return the goods within 14 days from the date you received them as returns outside of this timeframe will not be accepted. Goods should be returned to:-
Castigliano Customer Returns
Harlaxton Business Park,
Lincolnshire, NG32 1HQ
7.5 If we believe (in our discretion) that goods have decreased in value due to the way you have handled them, we may deduct the amount of such loss from the amount reimbursed to you.
7.7 Any refunds will be made using the same means of payment as you used in the initial transaction and may take up to 10 days to show in your account.
7.8 Your right to cancel your contract does not apply in relation to certain types of goods such as:
7.8.1 personalised items or goods which have been made to your specification;
7.8.2 goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery, such as: earrings and headpieces;
8. Nature of the Goods and Faulty Goods
8.1 When you buy goods from us you have certain legal rights known as ‘statutory rights’. These legal rights include a requirement that the goods are of satisfactory quality, are as they were described, and are fit for their purpose. These T&Cs do not affect your statutory rights.
8.2 If your goods are faulty, then, depending on the circumstances, you may be entitled to a refund, repair and/or replacement.
8.3 If you believe your goods are faulty, please contact Customer Care (see section 1 above) who will assist you.
9. Your Use of the Site
9.1 Caroline Castigliano and Castigliano are worldwide registered trademarks under a number of official references including no. 2439109 (UK) and 3,694,460 (USA patent & trademark office). The trademark and images, whether for advertising or any other purpose, are solely the property of Castigliano and you acknowledge and agree that all copyright, trademarks and other intellectual property displayed on the Site must not be used by you without the specific prior written permission of Castigliano, other than for your personal non-commercial use as provided for in these T&C’s.
9.2 We may change the Castigliano website and correct or update information (including goods information) without notice.
9.3 We reserve the right to vary these T&C’s from time to time. New terms will be displayed on the Site and by continuing to use and access the Site following such changes, you agree to be bound by any variations made by us. It is your responsibility to check these terms and conditions from time to time to verify such variations.
9.4 You may access and use the Site for your personal, non-commercial use. Provided you retain all copyright and proprietary notices, you may retrieve and display the content of the Site on a screen, print copies of the content for your own personal use; and store the content in electronic form.
9.5 You may not use the Site or its contents for commercial purposes, or for resale purposes including the systematic extraction and/or re-utilisation of any part of the contents of the Site (e.g. item listings, descriptions, prices), or for any purpose which is unlawful.
9.6 The Site may include links to third party web sites (“Third Party Site(s)”) from time to time. You acknowledge and agree that we will not be responsible for the availability of such Third Party Sites and will not be responsible or liable for any content or services available from such Third Party Sites. You should check the privacy statements and terms and conditions of use of Third Party Sites accessible from the Site.
10. Liability and Indemnity
10.1 Except as set out above and in relation to our contractual obligations to supply goods and/or services following acceptance of orders placed on the Site, neither we nor any of our agents, affiliates, directors, employees or other representatives will be liable in contract, tort, negligence or otherwise for any loss or damage whatsoever in any way connected with your use or misuse of the Site or Customer Care. We shall not be liable for any indirect, or consequential loss of whatever nature, including damage to software or hardware, loss of data, damage for loss of business, loss of profits, or any other indirect or consequential loss arising out of or in connection with your use of the Site or customer care (including without limitation, any such loss arising out of or in connection with any order placed on the Site or through the Customer Care (see section 1 above), whether or not accepted by us).
10.2 You agree to indemnify us and our agents and officers, directors and employees, immediately on demand, against all claims, liability, damages, costs and expenses, arising out of any breach of these T&Cs by you or by any other person accessing the Site using your account and/or your personal information.
10.3 We may terminate your use of the Site immediately if we consider, in our reasonable opinion, that you have breached these T&Cs.
11.1 We will not be responsible to you for any delay or failure to comply with our obligations under these T&Cs if the delay or failure arises from any cause beyond our reasonable control.
11.2 If you breach these T&Cs and we take no action, we will still be entitled to use our rights and remedies in other situations where you are in breach.
11.3 These T&Cs and all matters connected with any order you place on the Site or over the telephone are governed by English law.
11.4 The headings in these T&C’s are for convenience only and do not effect their interpretation.
12. Our Details
Harlaxton Business Park,
Registered in England: 3062747
VAT number: GBR 652 8738 06