Terms & Conditions

Last updated on 20th June 2014

Our website is owned and operated by Made.com Design Limited, a company incorporated in England & Wales with registered number 07101408 and whose registered address is Newcombe House, 45 Notting Hill Gate, London W11 3LQ (Made.com). This is the user agreement that governs your use of this website and the provision of the services we provide you. We reserve the right, at our sole discretion, to change, modify, add, or delete portions of these website terms at any time without further notice. If we do this, we will post the changes to these website terms on this page and will indicate at the top of this page the date these terms were last revised. Your continued use of the website after any such changes constitutes your acceptance of the new website terms. It is your responsibility to regularly check the website to determine if there have been changes to these website terms and to review such changes. Please the take time to read these terms as it is important for both of us that you understand our contractual relationship both relating to your use of our website and the services we provide you. You will be asked to check a box that states you’ve agreed to our terms and conditions on the check out page. Prevailing laws for settling dispute will be based on the location of the company corporate headquarters.


Description of products

All products available for purchase are described on their specific product page on our website. We always try to represent as accurately as possible every characteristic of the products via photography and copy points provided by designers, suppliers or manufacturers.

We have a policy of continuous product development so we can provide you with what we consider the best design at the best price, and thus reserve the right to amend the specifications of products, their price, packaging and any service associated at any time, without prior notice. Before ordering, we thus invite you to have a close look at the product description and characteristics: we choose them with care in order to provide you with the best offer in the market, but every product is different and you have to make it yours.

We do our best efforts to provide you with the best images and description, but unfortunately cannot guarantee that colours and details in website images are 100% accurate representations of the product, and sizes might in some cases be approximate.

Even if not always mentioned, some self-assembly may be required on certain products.

Sales

The products displayed on our website are on sale for a specific sales period that is clearly notified on the product page. Nonetheless, so as to give you access to the best possible choice of products, the popular ones might be promoted for an extended period of time. During the whole sales period process, we do group orders together. Consolidating orders enables us to bring you the best possible price and enables manufacturers to order and process best quality raw material at an affordable rate.

Our very specific made to order manufacturing model supposes that most of the products might be ordered to the supplier after the end of sales period. The purchased products are manufactured after the order has been placed and after the sales period has expired. This is our very personal way of bringing you the best possible price for the best possible design.

If an order is delayed or is unable to be placed to the factory for any reason (lack of interest and of orders for the product, manufacturing process trouble, quality control issue, or other quality or manufacturing issues), we would do our best to notify you. Should our selected manufacturer decide they are unable to produce a specific product matching our quality standards, we would remove it as fast as possible from our website. Should you have placed an order for that specific product, you would be notified by email of the situation, your order would be cancelled and you would be reimbursed in full.

Prices

All prices are in pounds sterling (£), and are payable in pounds sterling (£), plus any applicable taxes. These do not include any delivery costs in the UK & Ireland, or possible special or extra charge. These additional prices will be added upon checkout before making payment and appear in your order confirmation page. Please note we also reserve the right to change prices at any time without notice.

We try our best to indicate the best comparable prices for each specific product. These comparison prices refer to market prices benchmarked for identical or comparable items. They are only estimated prices, and always depend on quality of raw material used, attention paid to the finishing of the products, retailing location and other issues.

Should you have any questions or comments, please do not hesitate to contact us.

Purchase of products

Your order represents an offer to us to purchase a product which is accepted by us once we have sent you an email order confirmation. Any products on the same order which we have not confirmed in a order confirmation email do not form part of that contract. The company shall under no circumstances be held liable for any special losses to specific circumstances of the customer, indirect or consequential losses or for loss of profits, damage or property, or wasted expenditure.

Orders are placed and received exclusively via the Internet and processed by Made.com Design Ltd.

Before ordering from us, it is your responsibility to check and determine your full ability to receive the products. This includes ensuring that the product ordered will pass freely into your room of choice, and that they fit in that room, can be transported through the front door of your flat or room, stairs and doorways, and any other issues that could make the delivery more complicated or impossible to process. Up-to-date mobile telephone number and e-mail address are absolutely necessary to ensure successful delivery of your item.

All information asked on the checkout page must be filled in precisely and accurately. We will not be responsible for missed delivery because of wrong delivery address or an inappropriate phone number. All additional charges or costs due to delivery complications or missed delivery would thus be added to your order invoice.

You can cancel your order anytime before the order has reached our UK warehouse. We would then refund you the amount paid by you for the product(s) and any delivery charges. Cancellations made after the dispatch of your item(s) will need to be made at the time of delivery, via a refusal of delivery and you will be liable for collection costs. See our Returns Policy and Procedures below for more information . If you would you like to change the delivery address, notify change in a phone number or any other special requirements, please Contact Us or go to My Account . Any change to the order contract will have to be approved by Made.com so we can advise you if the change(s) can be done and what would be the additional costs, if any.

We base our delivery prices on the size and weight of what you're buying -  here’s a full breakdown:

                   

Small items (eg cushions, table lamps) - £5.95                    

Mid-sized items (eg coffee tables, stools) - £14.95                    

Small furniture (eg armchairs, desks) - £29.95                    

Heavy furniture (eg sofas, beds) - £39.95

Payment

Your debit or credit card is charged for the whole amount of the order when the order is created. Made.com uses one of the most powerful security systems on the Internet, a Secure Socket Layer (SSL) reinforced by an encryption process in order to protect all significant data related to payment.

A credit card and necessary information is needed for payment. All orders are paid only through PayPal account or by credit cards issued by companies listed on the payment page.

The sale will be submitted for processing as soon as you click on the “confirm” button. You will then receive an email from us to confirm the sale, availability of the product, and expected average delivery date.

If we are unable to supply you with a Product, for example, because the manufacturer is out of stock or because of an error in the price we will inform you of this by email and we will not process your order. If you have already paid for the Product we will refund you the full amount as soon as possible.

We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of refusing or by reason of unwinding or suspending any transaction after processing has begun.

Delivery

We deliver to anywhere in UK, Scotland and Ireland. We do not currently deliver outside the UK. Delivery prices will vary depending on delivery location, and additional charges may be added to the order for remote or difficult to access locations that require special attention. The checkout page will show the correct charge for your postcode.

Delivery lead time may vary depending on the products ordered. Our on-demand production model makes it vary from 8 to 14 weeks on average, also depending on the quantity of orders and on the vessel availability. This is only an average estimation, and some delivery can take longer, or alternatively be delivered much faster. All delivery estimates given at the time of placing and confirming order are subject to change. In any case, we will do our best to contact you and advise you of all changes. Made.com also provides customers with a live tracking web tool that enables them to track their order progress. We try our best to make this tracking tool as accurate as possible with the information we have in hand.

Depending on the item's weight, size and quantity, different carriers and services might be used to deliver your order. In some specific cases, mainly related to larger items, we will offer premium service for which the carrier will contact you and set up a mutually agreed upon delivery time.

We base our delivery prices on the size and weight of what you're buying - here’s a full breakdown:

Small items (eg cushions, table lamps) - £5.95

Mid-sized items (eg coffee tables, stools) - £14.95

Small furniture (eg armchairs, desks) - £29.95

Heavy furniture (eg sofas, beds) - £39.95

Gift Vouchers

Gift vouchers can only be purchased online through the Made.com website and you have the choice of having the voucher emailed to the recipient on a pre-determined date of your choice alternatively you can print off the voucher. Should you need to re-send or re-print the gift voucher, this can be done through 'your account' on the Made.com website.

Vouchers are valid for one year from the date of issue and cannot be extended.

Only one gift voucher or discount code can be applied to any one transaction, this includes any promotional codes or offers.

The value of the transaction will be deducted from the total gift voucher value with the balance remaining to be spent on a future transaction. There is no minimum spend required and the voucher can be redeemed against any purchase including delivery charges.

Gift vouchers can be purchased in fixed denominations from £25 to £200.

Vouchers received as part of our refer a friend scheme can't be posted on consumer forums as they will be immediately invalidated. Customers cannot use their own refer a friend voucher to generate rewards. Any instance of this will result in the cancellation of that customer's rewards.

Refer a friend vouchers are only earned if your friend is a first-time customer and they spend a minimum of £50.

If you have any difficulty redeeming your voucher or have any questions then please contact us for further assistance.

Contact

Should you wish to contact our customer service team, you can either contact us through our online form, send us an email at contact@made.com, or contact us on the phone: 03442 571 888 (Mon - Fri: 9am - 6pm). We'll be here to help!

Return Policy & Procedures

We work everyday to provide you with the best quality products at the best affordable price, and truly hope you'll be pleased with the product you have ordered from our website. However if for any reason you are not, please follow the following instructions for returning items.

If for any reason you wish to return your purchase you must - notify us contacting our Customer Service team at Contact Us with the order reference number - provide a quick explanation of the reason why you wish to return the product, and any detail you consider important. - we usually answer emails within two working days. Our Customer Service team will then contact you to organise, as appropriate, a collection and explain all the necessary procedures.

How to process a return

We will ask you to check that your delivered products have arrived in perfect condition, before signing the delivery form, so please open and check your order when you receive it. If you are not satisfied with the goods upon delivery, please not this on the delivery form and contact us as soon as possible. All items and parts of items must be checked for any damage prior to assembly.

If the delivered item does not match your order, is damaged or incorrectly supplied, please contact us as soon as possible to discuss a refund, repair or replacement.  We will ask you to send us a photo of any damage for our records to assist us in taking appropriate action. If your complaint appears valid we will arrange for collection of the item by our courier, who will advise you of a proposed collection date. We will require you to take care of the item after you have taken delivery of it until it is collected, as it might be necessary to return it to the manufacturer. Please include your customer order details with the item(s) to be returned, as these are necessary for processing a return. Once received, the items will be checked and our customer service will contact you to discuss a possible replacement or full refund.

Concerning unwanted goods, if you change your mind for any reason and you wish to return your purchase you must notify us within 14 days of receipt by contacting our Customer Service team at Contact Us

Please note that if you changed your mind about the product(s) and want to return your item provided you notify us within 14 days of receipt and take good care of the item(s) before returning it to us, you will get a full refund for the item(s). However, you will be charged for the collection costs of £10 for any small item, £19.50 for any medium item and £45 for any large item. Once you have notified us of your unwanted item, we will arrange for collection of the item by our courier, who will advise you of a proposed collection date shortly after.

For security reasons we can only return refunds to the original payment method you used to place your order. Please see the table below for typically how long a refund takes.

General Terms relating to website use

The following terms apply to your general use of our website:

Access to our website is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our website without notice (see below). We will not be liable if for any reason our website is unavailable at any time or for any period. From time to time, we may restrict access to some parts of our website, or our entire website, to users who have registered with us. You are responsible for making all arrangements necessary for you to have access to our website. You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms, and that they comply with them.

We are the owner or the licensee of all intellectual property rights in our website, and, save for our users content (where we are licensee), in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You may print off one copy and may download extracts of any page(s) from our website for your personal reference and you may draw the attention of others within your organization to material posted on our website. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text. Our status (and that of any identified contributors) as the authors of material on our website must always be acknowledged. You must not use any part of the materials on our website for commercial purposes without obtaining a license to do so from us or our licensors. If you print off, copy or download any part of our website in breach of these terms of use, your right to use our website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

Commentary and other materials posted on our website are not intended to amount to definitive advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our website, or by anyone who may be informed of any of its contents.

We aim to update our website regularly, and may change the content at any time. If the need arises, we may suspend access to our website, or close it indefinitely. Any of the material on our website may be out of date at any given time, and we are under no obligation to update such material.

The material displayed on our website is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:

  1. - All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
  2. - Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website or in connection with the use, inability to use, or results of the use of our website, any websites linked to it and any materials posted on it, including, without limitation any liability for: loss of income or revenue; loss of business; loss of profits or contracts; loss of anticipated savings; loss of data; loss of goodwill; wasted management or office time; and for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.
  3. - This does not affect our liability for death or personal injury arising from our negligence, or our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, or any other liability which cannot be excluded or limited under applicable law.

You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our website, the server on which our website is stored or any server, computer or database connected to our website. You must not attack our website via a denial-of-service attack or a distributed denial-of service attack.

By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our website will cease immediately.

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 our website or to your downloading of any material posted on it, or on any website linked to it.

You may link to our home page, 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. Our website must not be framed on any other website, nor may you create a link to any part of our website other than the home page. We reserve the right to withdraw linking permission without notice. The website from which you are linking must comply in all respects with our content standards.

If you wish to make any use of material on our website other than that set out above, please contact us.

Where our website contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.

The English courts will have non-exclusive jurisdiction over any claim arising from, or related to, these terms or to a visit to our website although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country. These terms of use are governed by English law.