Terms & Conditions
These Terms & Conditions apply to all purchases made from Gilzene London (“we”, “us”, “our”). By placing an order through our website, you agree to be bound by these Terms & Conditions.
1. Orders & Payment
All orders are subject to acceptance and availability.
A contract for the purchase of goods is formed once full payment has been received and your order has been confirmed.
We reserve the right to refuse or cancel any order at our discretion.
2. Delivery
UK Delivery
Free standard delivery on UK orders over £25
£3.99 standard delivery on UK orders under £25
Please allow up to 5 working days from placing your order
International & Offshore Delivery
Delivery to offshore and international addresses will be charged according to carrier metrics including weight, size, and destination.
Please allow 10–15 working days from placing your order.
Delivery times are estimates and may vary due to factors beyond our reasonable control. We are not responsible for delays caused by couriers, customs processing, adverse weather, or other external events.
3. Delays Outside Our Control
If the supply of our products is delayed by an event outside our control, we will contact you as soon as reasonably possible and take appropriate steps to minimise the effect of the delay.
Where delays are substantial, you may contact us to end the contract and receive a refund for any products paid for but not received.
4. Missed Deliveries
If no one is available at your nominated delivery address, our courier may attempt re-delivery or contact you to arrange an alternative delivery date or collection from a local depot.
If delivery fails on three occasions, the products may be returned to us. Our customer services team will make reasonable efforts to contact you to arrange further delivery.
If we are unable to contact you within a reasonable timeframe, we may end the contract and issue a refund for the products paid for, excluding delivery charges where applicable.
5. Failure to Rearrange or Collect Delivery
If you do not rearrange delivery or collect the products following a failed delivery, we will contact you for further instructions.
If, despite reasonable efforts, we are unable to contact you or arrange delivery or collection, we reserve the right to end the contract and issue a refund for the products, excluding delivery costs where applicable.
6. Your Legal Rights – Late Delivery
You have legal rights if we deliver products late.
You may treat the contract as ended immediately if:
we have refused to deliver the products;
delivery within the agreed timeframe was essential, taking into account all relevant circumstances; or
you informed us before we accepted your order that delivery within the delivery timeframe was essential.
7. Responsibility for Products
Products become your responsibility once they are delivered to the address you provided or once you collect them from us or our delivery partner.
8. Ownership of Products
Ownership of products passes to you once payment has been received in full.
9. Returns & Refunds
Returns
If the products you receive are not as expected, you may return them within 14 days of receipt for a refund or replacement.
Returned products must:
be unused and unopened where applicable
be in their original condition and packaging
include a completed Returned Goods Declaration (provided with your order)
We cannot accept returns for used items.
Return Shipping
Returns must be sent using a recorded delivery service requiring a signature upon receipt. You must retain proof of postage.
We cannot accept liability for returned goods lost or damaged in transit.
Postage and delivery charges will only be refunded for faulty or incorrect items.
10. Refunds
Refunds will be processed within 14 days of receipt of the returned products.
If the products are faulty, the refund will include the original delivery charges in addition to the product value.
You will receive email confirmation of your refund from our payment provider once the refund has been processed.
11. Exchanges & Replacements
Where an exchange or replacement is requested, this will be processed within 2 working days of receiving the returned products, subject to availability, and dispatched using our next working day delivery service.
12. Governing Law & Jurisdiction
These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.