Terms & Conditions
Terms and Conditions
1. IN GENERAL
Access to and use of this Website and the products and services available through this Website (collectively, the "Services") are subject to the following terms, conditions and notices (the "Terms of Service"). By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Service.
Access to this Website is permitted on a temporary basis, and we reserve the right to withdraw or amend the Services without notice. We will not be liable if for any reason this Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or all of this Website.
You must not misuse this Website. You will not: commit or encourage a criminal offence; transmit or distribute a virus, trojan, worm, logic bomb or post any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of the Service; corrupt data; cause annoyance to other users; infringe upon the rights of any other person's proprietary rights; send any unsolicited advertising or promotional material, commonly referred to as "spam"; or attempt to affect the performance or functionality of any computer facilities of or accessed through this Website. Breaching this provision would constitute a criminal offence under the Computer Misuse Act 1990. Isabel Wong will report any such breach to the relevant law enforcement authorities and disclose your identity to them.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this Website or to your downloading of any material posted on it, or on any website linked to it.
4. INTELLECTUAL PROPERTY, SOFTWARE AND CONTENT
The intellectual property rights in all software and content made available to you on or through this Website remains the property of Isabel Wong or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by Isabel Wong and its licensors. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website nor may you use any such content in connection with any business or commercial enterprise.
You shall not modify, translate, reverse engineer, decompile, disassemble or create derivative works based on any software or accompanying documentation supplied by Isabel Wong or its licensors.
Rights of our Products
Isabel Wong shall remain the owner of all intellectual property of original, altered and bespoke designs supplied to buyers. Relabelling or white labelling of products is not permitted under any circumstance unless otherwise signed in agreement.
5. COMMUNITY AREAS
Isabel Wong reserves the right to close accounts if any user is seen to be using proxy IPs (Internet Protocol addresses) in order to attempt to hide the use of multiple accounts or disrupts any of our services in any way. If you use multiple logins for the purpose of disrupting the community you may have action taken against all of your accounts.
5b. Submission of material
By submitting any material to us, you automatically grant Isabel Wong the royalty-free, perpetual, exclusive right and license to use, reproduce, modify, edit, adapt, publish, translate, create derivative works from, distribute, perform and display such material (in whole or part) worldwide and/or to incorporate it in other works in any form, media, or technology now known or later developed. You also acknowledge that Isabel Wong is not obliged to publish any material submitted by you on any Isabel Wong publication.
We advise that you never reveal any personal information about yourself or anyone else (telephone number, home address, business address, delivery address or email address or any other details that would allow you to be personally identified).
In certain circumstances Isabel Wong may also share your contribution with trusted third parties.
When you sign up to our newsletter, your details are entered and received by us securely. We respect your privacy and will not sell, share or distribute the information provided to us.
6. TERMS OF SALE
By placing an order you are offering to purchase a product on and subject to the following terms and conditions.
6a. Our Contract
In order to contract with Isabel Wong you must be over 18 years of age and possess a valid credit or debit card issued by a bank acceptable to us. Isabel Wong retains the right to refuse any request made by you. If your order is accepted we will inform you by email and we will confirm the identity of the party which you have contracted with. This will usually be Isabel Wong or may in some cases be a third party. Where a contract is made with a third party Isabel Wong is not acting as either agent or principal and the contract is made between yourself and that third party and will be subject to the terms of sale which they supply you. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. The cost of foreign products and services may fluctuate. All prices advertised are subject to such changes.
(ii) Online Customers
When you place an order through our online store, you will receive an acknowledgement e-mail confirming receipt of your order: this email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation by e-mail that the goods which you ordered have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed.
(iii) Bespoke | Private Clients | Brands | Retailers
When you place an order as a private client, brand or retailer, you will receive an acknowledgement e-mail confirming receipt of your order: this email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation by e-mail with an invoice outlining the goods or services ordered by you. Only those goods listed in the confirmation e-mail will be included in the contract formed.
6b. Pricing & Availability
All orders are subject to availability and confirmation of the order price. Whilst we try to ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. In the case that the specific materials/colours are discontinued or no longer available, we will offer an alternative material choice or colour variation.
(ii) Online Store
We may from time to time be out of stock and will no longer replenish these items. In these such cases, the items will be available on a made-to-order basis and subject to our Bespoke terms. Any made-to-order items are clearly detailed in the product description. We cannot guarantee that the exact materials will be available from our suppliers and colours may have slight variations from separate batches of fabric. You are required to provide your UK size for made-to-order items. If you have opted for bespoke, your measurements and colour preferences will be requested at the checkout. These orders take up to 3 weeks per item to source materials and produce. Production is exclusive of delivery times. If we are able to replenish stock, we do our best to maintain the same pricing, however we cannot guarantee the same supplies will be available and the cost of these supplies will be reflected in the final retails price.
(iii) Bespoke | Private Clients | Brands
All items are made to order. Orders are typically produced on a first come first serve basis and will only proceed once payment has been received. We cannot reserve or purchase supplies unless a 50% deposit or full payment has been made and cannot guarantee the availability or materials from our suppliers. Prices are calculated based on the individual project requirements. For low quantity orders, please allow up to 3 weeks from the day of confirmation after receiving your payment for us to complete your order. Turnaround times may vary based on the individual order and time of purchase. Alternative turnaround and delivery dates may be possible upon request.
(iv) Wholesale | Retailers
All items are made to order. Orders are typically produced on a first come first serve basis and will only proceed once payment has been received. Our minimum order quantities vary between items and collections. These will be clearly detailed in our order forms and line sheets. Quantities available are subject to the availability of material supply at the time of placing your order. We cannot reserve or purchase supplies unless a 50% deposit or full payment has been made. In the case that the specific materials/colours are discontinued or no longer available, we will offer an alternative material choice or colour variation. Autumn Winter collection order dates are February-April. Spring Summer collection order dates are September - November. Orders may be accepted at a later date upon request. In the case of cancellation, your deposit may be non refundable once materials have been bought and cut. The remainder of the invoice shall be paid prior to delivery unless otherwise stated.
Isabel Wong is not a VAT registered company. All prices stated are the final price. Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the 'Total Cost'.
(i) Online Purchases
Payment services made through this website are provided by Stripe. In the case you have placed an order through a third party website, the payment method will be subject to the payment terms of that particular party. Upon receiving your order we may carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed. Your card will be debited once the order has been accepted.
Stockists are responsible for making the appropriate payment arrangements to Isabel Wong or its Agents and distributors. Payments made to Isabel Wong must be processed by bank transfer. The amount due is a minimum of 50% of the total cost with the remaining amount due prior to delivery of the goods. We will send you an email reminder for the payment of goods within 2 weeks. We have the right to refuse the delivery of your order until full payment is made.
Agents receiving payment on behalf of Isabel Wong shall pay the agreed deposit amount as outlined in our Agency Agreement and transfer the remaining amount after goods are delivered to the agent's office. The remaining amount should be paid within 2 weeks of receiving the order. Late payments are liable to a 12% annual interest rate from the date the invoice became overdue. We have the right to refuse the delivery of any other wholesale order following a late payment.
Please note some orders may be subject to import duties, taxes and other customs related charges. Buyers bear all responsibility for all extra charges incurred (if any).
(iii) Unpaid Orders
If you have placed an order and failed to make the payment due date outlined in your invoice, we reserve the right to cancel your order without notice.
(iv) Overdue Invoices
Private clients, brands and bespoke orders are required to pay a 50% deposit or full payment prior to any work. The remaining amount due (if any) shall be paid upon collection or prior to delivery. If the outstanding amount is not paid, we have the right to refuse the handover of your order until full payment is made.
From time to time, we will accept orders for regular clients and send you an invoice after the work is complete. The amount and due date is set out in the invoice. If your invoice becomes overdue, we will send you an email reminder for the payment of the goods. If we do not receive the amount due within 2 weeks of our reminder, you will be charged a 12% annual interest rate from the date the invoice became overdue. We have the right to refuse any further work until full payment is made. Any invoice that remains unpaid for more than 30 days of the original due date will result in further action and court proceedings.
(v) Commissioned Sales
If you are selling products on behalf of Isabel Wong or acting as Agent, you agree to the terms set out in our contracts. If at any point you fail to pay Isabel Wong for the goods sold to customers, we reserve the right to withdraw all our products without notice. Payments will be considered 'late' after 30 days of the agreed payment date. Late payments will be liable to a 12% annual interest rate from the date they became late. Non payments will result in further action and court proceedings.
Stock items are usually dispatched within 2 days of receiving payment and confirmation of your order. Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are limited to mainland UK and subject to any delays resulting from postal delays or force majeure for which we will not be responsible. We use a reliable courier service to ensure a prompt and secure delivery. All items are sent by recorded delivery and will require a signature upon arrival. If you wish to use an alternative shipping method, please contact us prior to placing your order to make the appropriate arrangements. We are not responsible for any damage or loss during delivery. Please note some orders may be subject to import duties, taxes and other customs related charges. Buyers bear all responsibility for all extra charges incurred (if any). Please see our Delivery notice for further information.
Delivery methods will vary depending on the individual order and location. All orders are shipped from the UK and we use a reliable courier service to ensure a prompt and secure delivery. All items are sent by recorded delivery and will require a signature upon arrival. If you wish to use an alternative shipping method, please contact us prior to placing your order to make the appropriate arrangements. We are not responsible for any damage or loss during delivery. Agents and distributors shall make the necessary arrangements for collection and shipment unless agreed otherwise. Please note some orders may be subject to import duties, taxes and other customs related charges. Buyers bear all responsibility for all extra charges incurred (if any).
(i) Online Orders
Items that are in stock are ready to be dispatched. Made to order or bespoke items as stated in the product description will require extra time for your order to be complete. These orders take a minimum of 7 working days per item for production and are exclusive of delivery times. Turnaround times are provided to you upon confirmation of your order.
(ii) Private Clients | Brands
Turnaround times will vary depending on the individual order taking into account payment & order dates, quantity and level of work. Standard turnaround times are 3-6weeks for individual or low quantity orders. For urgent orders, turnaround time may be negotiated upon request.
All items are made to order in the UK. Orders are typically produced on a first come first serve basis and will only proceed once payment has been received. Autumn Winter collection order dates are February-April and delivered between June-August. Spring Summer collection order dates are September - November and delivered between January-March. Alternative turnaround and delivery dates may be possible upon request.
(i) Online Store
If you have purchased from isabelwong.com, isabelwong.co.uk or at one of our sister sites where Isabel Wong is a seller, please see the terms set out by the website in which you made your purchase. Isabel Wong usually hold a limited supply of stock and the majority of our products are made to order and subject to our Bespoke terms. The items within the return are all subject to our Returns Policy. We do not offer a collections service for items you are returning. The collection of the goods does not imply an acceptance of their return. If you opt for a collections service, it is your responsibility to arrange this service with your chosen courier. All agreements are made between you and your courier. We are not responsible in the rare event that the courier damages, loses or fails to collect your goods.
(ii) Third Party Stores
Isabel Wong products are available to buy from our stockists via third party e-commerce sites and physical stores. Isabel is not liable for purchases made at any of our stockists. If you have purchased from one of our stockists, please contact the store or refer to the website you purchased from for full terms & conditions.
(iii) Concept Stores
If you have made a purchase at any temporary stores (concept stores, pop-up store, events stalls) your item may not be refundable or exchangeable and is subject to the terms set out by the store or events organiser.
(iv) Showrooms & Sample Sales
Sample sales are non refundable. For full terms & conditions, please contact the showroom or events organisers.
(v) Bespoke | Wholesale | Private Clients
Cancellations will only be accepted in the early stages of receiving your order and you may be issued a full refund. If however, supplies have already been purchased, you will be charged 50% of the sale price and refunded the remaining 50%. Once production has begun, your order shall proceed as normal and cannot be changed.
Refunds Due to the nature of a made to order service, we unable to offer a refund for orders that are complete and delivery will proceed as normal. Refunds and cancellations will not be issued to orders with reduced/discounted rates once materials have been purchased. All items undergo quality check and are examined thoroughly before dispatch to ensure there are no faults and that all requirements of the orders are met. In the case of unsatisfactory service or you require
additional changes to meet your needs, you must contact us within 7 days of receiving the goods. We are happy to discuss this further and will make the necessary amendments subject to our discretion.
Isabel Wong shall remain the owner of all intellectual property of original, altered and bespoke designs supplied to buyers. Relabelling or white labelling of any of our products is not permitted under any circumstance unless otherwise signed in agreement.
7. PROMOTIONAL CODES
7a. Account discount codes | Discount codes may from time to time be offered to account holders; such codes may only be applied to purchases made through the account in respect of which the discount code was offered and registered.
7b. Promotional discount codes | We may from time to time offer promotional discount codes which may apply in respect of any, or certain specified, purchases made though this Website. The codes are available for a limited time and will only be valid within the promotional period stated in the email or leaflet in which the code was distributed or until stocks last which may be earlier than the promotional end date. Codes advertised on this Website may not always show the promotional period and are subject to change without notice at our discretion. Promotional codes cannot be used in conjunction with any other offer or discount and may only be valid for orders with a minimum spend.
7c. Free shipping codes must be redeemed at the checkout and may sometimes be used in conjunction with another discount code. Free shipping is not valid for express delivery or special delivery even if these options are available at the checkout. We will only use a standard recorded delivery service. If you wish to use an express delivery service with a free sipping code, you must get in contact with us first and you will be charged for the difference as this is not automatically applied at the checkout.
7d. Complimentary gifts | codes used for complimentary free gifts are subject to the availability of such items and until stocks last. If the code you redeemed has been accepted, it does not guarantee that stocks are available at the time of purchase.
8. GIFT VOUCHERS
8a. Gift vouchers are only valid for a limited time and the voucher must be used by the date shown on the voucher – check your voucher to find out when to use it by.
8b. We’re afraid we can’t accept any responsibility for stolen or deleted gift vouchers.
8c. We’ll despatch your gift voucher either as soon as payment has been cleared or on your specified delivery date (if this is later). We’re afraid we can’t be responsible for any delays, no matter how they are caused.
8d. If you are the purchaser, please double check the delivery email address you enter – it is your responsibility to do so and we’re afraid we can’t be held responsible if a gift voucher is used by someone other than your recipient if the email address entered is incorrect.
In addition, we can’t take responsibility for any gift vouchers that are lost or used by someone other than your recipient after delivery. Make sure your recipient has received their gift voucher, as it is their responsibility to keep the voucher details safe.
8e. From time to time, gift vouchers may get caught in pesky spam filters, and it’s up to the recipient to check these filters. We can’t take responsibility if a gift voucher cannot be delivered to the recipient’s email address because of spam filters, firewalls, the capacity of the recipient’s mailbox or any other factors outside of our control.
8f. If you need a refund, this will be made in the same way as the original payment method (such as onto a gift voucher, debit/credit card account, or a combination of the two).
8g. As you’d expect, we reserve the right to vary these terms and conditions.
The conditions of use relating to any discount code will be specified at the time of issue.
9. DISCLAIMER OF LIABILITY
The material displayed on this Website is provided without any guarantees, conditions or warranties as to its accuracy. Unless expressly stated to the contrary to the fullest extent permitted by law Isabel Wong and its suppliers, content providers and advertisers hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity and shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of this Website or the Linked Sites and any materials posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law or otherwise. This does not affect Isabel Wong's liability for death or personal injury arising from its negligence, nor for fraudulent misrepresentation, misrepresentation as to a fundamental matter or any other liability which cannot be excluded or limited under applicable law.
10. LINKING TO THIS WEBSITE
You may link to our home page, Collections and Shop provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link from any website that is not owned by you.
This Website must not be framed on any other site, nor may you create a link to any part of this Website other than the home page, collections and shop. We reserve the right to withdraw linking permission without notice.
11. DISCLAIMER AS TO OWNERSHIP OF TRADEMARKS, IMAGES OF PERSONALITIES AND THIRD PARTY COPRIGHT
Except where expressly stated to the contrary all persons (including their names and images), third party trade marks and images of third party products, services and/or locations featured on this Website are in no way associated, linked or affiliated with Isabel Wong and you should not rely on the existence of such a connection or affiliation. Any trade marks/names featured on this Website are owned by the respective trade mark owners. Where a trade mark or brand name is referred to it is used solely to describe or identify the products and services and is in no way an assertion that such products or services are endorsed by or connected to Isabel Wong.
You agree to indemnify, defend and hold harmless Isabel Wong, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use this Website or your breach of the Terms of Service.
Isabel Wong shall have the right in its absolute discretion at any time and without notice to amend, remove or vary the Services and/or any page of this Website.
If any part of the Terms of Service is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of the Terms of Service will not be affected all other clauses remaining in full force and effect. So far as possible where any clause/sub-clause or part of a clause/sub-clause can be severed to render the remaining part valid, the clause shall be interpreted accordingly. Alternatively, you agree that the clause shall be rectified and interpreted in such a way that closely resembles the original meaning of the clause /sub-clause as is permitted by law.
We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments.
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.
19. GOVERNING LAW AND JURISDICTION
These terms and conditions are to be construed in accordance with the laws of England and in the event of any dispute or claim associated with these terms and conditions, that dispute or claim shall be subject to the exclusive jurisdiction of the English courts.
20. ENTIRE AGREEMENT
The above Terms of Service constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and ISABEL WONG. Any waiver of any provision of the Terms of Service will be effective only if in writing and signed by a Director of Isabel Wong.
21. ETHICAL SOURCING POLICY
As a reputable and trusted business committed to offering its customers high quality products, Isabel Wong recognises its obligation to ensure that suppliers are operating ethically.
We expect our suppliers to consistently provide an environment which protects their employees' health and safety and basic human rights.
All suppliers are expected to comply with their national employment laws and regulations with particular regard to:
Minimum age of employment
Freely chosen employment
Health and safety
Freedom of association and the right to collective bargaining
No harsh or inhumane treatment
Rates of pay
Terms of employment
Isabel Wong will never knowingly source stock from countries which are in breach of the above principles. We also look to our suppliers to instil these principles when dealing with their own supplier base.
Because of the sometimes complex nature of our suppliers' supply chain, it is not always possible to monitor and control the conditions of each individual involved in the production of our products. However, as Isabel Wong continues to grow it recognises the importance of being proactive and doing everything within its power to support the rights of those involved in the manufacture of its goods.