Terms & Conditions

Introduction

Please read the following Terms and Conditions carefully.

Before you place an order (as a guest or a registered user) on bespokeego.com (“our website”, “our”, “us” or “we”), you must expressly agree to our Terms and Conditions. The link to our Terms and Conditions page is presented during the sign up process, secure checkout and in the order confirmation email.

Please note that our Terms and Conditions are subject to change at any time and without prior notice, and it is your responsibility to check these Terms and Conditions regularly before placing an order in case there are any changes. If you have any questions or concerns, you can contact us by going here.

Contract formation between you and us

A contract is formed between you and bespokeego.com:

When you place an order for a product on our website you are offering to buy it for the price shown on the website, subject to these Terms and Conditions.

When you place an online order we will take payment in full for items purchased including delivery fees. We will then check product availability and send you an email to confirm that your order has been accepted. This confirmation email is our acceptance of your order and will show your order details including the price of the products purchased.

When for any reason the product is not available we will decline your order and notify you about this in an email. Any payment made for the products will be refunded in full.

When going through our secure checkout process, please take the time to read, check and amend your order if necessary before submitting it to us.

When you have successfully placed an order (payment is successful) OR we have accepted your order (you receive a confirmation email) OR your order has been received by our warehouse (pending order dispatch), we are unable to change the delivery address or order details. We can however at our sole discretion amend any minor errors/mistyped personal details. If your order requires a major change/correction (i.e. you provide your old address instead of current) then you have an option to cancel your order altogether. You will then have a chance to place a new order with us using the correct details. Please note we are unable to amend your details or cancel the order once it is dispatched.

Each accepted order will count as a separate contract between you and us and each contract will be subject to these Terms and Conditions.

Bespokeego.com reserves the right to cancel any contract between you and us if we think it is reasonable enough to do so. We may change or discontinue the availability of products at any time and at our sole discretion. In such cases where order is cancelled we will refund any payment made for the products in full.

Products

All products are subject to stock availability. If for any reason we are unable to supply a product to you following our acceptance of your order, we will notify you as soon as we can and refund your payment in full.

The images of all our products on the website are for illustrative purposes only. Although we have made every effort to display the images accurately, we cannot guarantee that the display of your digital device accurately reflects the products. Your products may vary slightly from those images.

We try our best to provide product descriptions on our website as accurate and as up-to-date as possible but you should always check the respective product manufacturer for the latest specifications, dimensions, list of accessories and so on. If you are in any doubt, please contact us.

Certain products on our website are classed as dangerous items (including but not limited to knifes, scooters and the likes) and can only be purchased if you satisfy the legal age requirement for that particular product. According to UK law, we are not allowed to supply these products to you unless you can satisfy the legal age requirement by producing a proof of age (passport or driving licence). If we suspect you do not meet the legal age requirement then we can refuse to supply our products to you.

Prices

We always try to make sure all prices on our website are accurate. In rare instances errors may occur, and if we discover such errors in product prices we will let you know as soon as possible. We will use the contact details you supplied to us during the checkout. You will be given an option to reconfirm your order at the correct price or cancel it. If you make the decision to cancel your order, any payment/s made for the products will be refunded in full. If you confirm you’d like to go ahead, you will be required to pay the difference before your order is dispatched. In such circumstances where we are unable to get hold of you within 3 days of our notice we will treat your order as cancelled.

All prices on our website are quoted in UK Pound Sterling (GBP). If you are making a payment using a foreign (non-UK) credit/debit card then the payment will be converted into your local currency and you may be charged a fee by your bank. Please check with your bank for any applicable fees before placing an order with us.

Delivery costs are calculated automatically upon your checkout and are based on the delivery address you specify.

Payments

We currently accept Visa, MasterCard, American Express and PayPal. Please note that we do not accept cheques or cash.

All payments are made in UK Pound Sterling (GBP).

Upon submission of your order you must provide correct and complete payment details including your full name and billing/delivery address.

You confirm that all credit/debit cards used to place orders with us, belong to you and bear your name.

Orders may be subject to delay should we require to carry out additional security checks. We may ask you to provide us with additional documentation proving your identity and address.
We may utilise third party agencies to conduct the search: credit checks, Experian FraudID, Electoral Roll, name and address checks with bank etc.. Your credit card issuer may also carry out additional security checks to confirm your identity and establish that it is you making a purchase. In the event your card is declined please contact your bank to authorise the transaction.

Any false information provided upon submission of your order will result in cancellation of your order. If necessary we may, at our sole discretion, suspend or delete your bespokeego.com account without prior notice or reason. Any suspicious activity including fraud may be reported to police and appropriate legal action taken.

Our secure checkout process is encrypted using the latest SSL technology which minimises the possibility of someone being able to read sensitive information while it is processed over the internet.

Delivery

We offer free UK delivery on orders over the value of £50. Orders below this value will incur a small postage charge which may vary depending on product size and weight but will be clearly presented along with all alternative delivery options during checkout.

We aim to deliver your order within the estimated timeframe set out in the delivery details of your order and in any event within 30 days from the date of order. In the case of pre-ordered products, 30 days from the date of the dispatch confirmation email. In rare cases if we are unable to meet the estimated delivery date due to an event which is outside of our direct and reasonable control we will notify you by email of a revised estimated delivery date.

Delivery is complete when your order is delivered to the address given during your order checkout. At the completion of delivery all products in your order will be your responsibility.

You own the products you purchase from us once we receive payment in full including all applicable delivery charges. You will be notified of the delivery charges when you place your order.

Currently we only offer delivery within the UK.

UK consumers who purchase products from bespokeego.com for delivery within the UK don’t have to pay any import duties, custom duties or import taxes.

Returns

30 Day Money Back Guarantee

We are confident that you will be delighted with products you buy from us but there may be occasions where you feel it may be necessary to return an item. Our aim is to make your shopping experience as pleasant as possible by keeping the process very simple and easy.
If you are unhappy with a product when you receive it please return it to us within 30 days from the date of dispatch of your order, having taken reasonable care of it and in unused state complete with packaging and all accessories. We will refund to you the price paid for that product once we receive your returned product.

To begin your return request process, please notify our customer service via the following methods: open a ticket by clicking on “order issues” in “your orders” section of your bespokeego.com account (direct link here) or via email: returns@bespokeego.com.
All return requests will be processed as soon as possible. In most cases we will aim to respond the same day and hopefully as quick as few hours. Once your return request is accepted you will be provided with the return address along with all relevant information. You may also be allocated with a returns code which should be included with the package.

We offer FREE returns within the UK only. Your postage fee will be refunded along with the refund for your returned items.

You will be advised of which courier to use once you contact customer service to request a return. You should always use a secure delivery method which requires a signature upon receipt. You should also retain your proof of postage as you will be responsible for the returned products until they reach us.

We will issue the refund to your original method of payment. Refund will be issued as soon as we have inspected the returned product and are satisfied that it meets all of the criteria outlined above.
Refunds can take some time before they appear in your bank account. This is purely due to processing times of payment providers and banks and unfortunately we cannot speed up this process.

We may make a deduction from the total refund amount due to you which reflects the loss in value of any products supplied if the loss is the result of unnecessary handling or damage caused by you.

Statutory Cooling Off Rights

As per UK law, you have the right to cancel a contract with us within 14 days without having to provide any reason. Your cancellation period expires after 14 days from the day on which you acquire physical possession of the product.

To exercise your right to cancel you must inform us of your decision to cancel the contract by a clear statement in writing sent in via the methods described above.

You shall send the products you wish to return to us without undue delay and no later than 14 days from the day on which you communicate your cancellation to us. This deadline is met if you send back the products on or before the expiry of the 14 day cooling off period.

As a consumer, you have legal rights in relation to products that are faulty or not as described. Citizens’ Advice Bureau or Trading Standards office will be able to provide you with more information relating to your consumer rights.

Limitation of liability

We will not be liable for any direct or indirect loss or damage to you and/or any other person and/or your/third party property that arises from usage of any of products that you purchase from us. Furthermore we will not be liable in any amount for failure to perform or delay in performance of any obligation under a contract if such failure is caused by the occurrence of any unforeseen event beyond its reasonable control including without limitation internet outages, communications outages, industrial action, fire, flood, war or act of God.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms and Conditions for:

  • any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
  • any loss of goodwill or reputation; or
  • any special or indirect losses

suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Terms and Conditions.

Any claims against us shall be limited to the original price paid by you for the product and will only be in the form of refund in cases where products can be proven to have been faulty from new.

We will never knowingly sell you faulty or damaged products. In such cases the warranty for products will prevail if a product at the time of a claim is still under warranty.

Nothing in the Terms and Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our employees.

Our responsibilities

Because of the nature of the internet bespokeego.com provides and maintains the website on an “as is” and “as available” basis and makes no promise that use of the website will be uninterrupted or error free. We are not responsible to you if we are unable to provide our online service for any reason beyond our control.

Our website may contain links to other third party websites which do not belong to us and we are not responsible for the content of those websites.

We allow registered users to leave comments and reviews of products sold on our website. Any and all such comments and reviews only represent the thoughts and opinions of those individuals who post them. No such content shall represent the views of bespokeego.com.
We reserve the right to remove abusive, racist, deragatory and unrelated content off our website without prior notice and any explanation. We also reserve the right to feature encouraging, honest and helpful comments and reviews in our publications and marketing.

We strongly encourage all users to choose secure and complex passwords to limit any possibility of easy access to your bespokeego.com account.

You agree to be responsible for any breach of these Terms and Conditions. If you continue using our site while in breach of these Terms and Conditions you will reimburse bespokeego.com for any loss or damage caused as a result.

If you are found or identified to have caused a situation where because of your actions our business suffers a financial loss, you will be liable for such actions in the court of law as well as reimburse us for any loss as a result. Such instances may inlude but not limited to hacking, purposeful damage of company’s assets, fraudulent claims etc.

Promotional coupon codes

Only one promotional coupon code can be redeemed per order per customer. If there is an unused balance of discount or credit remaining on the promotional coupon code, that balance will be extinguished and cannot be redeemed with any other following orders.

Promotional coupon codes are single use only and cannot be re-used.

Promotional coupon codes are not redeemable for cash and are not transferable or assignable.

Promotional coupon codes may not be used in conjunction with any other offer, discount or promotion.

Promotional coupon codes may not be sold. For the avoidance of doubt, this includes auctions and other online sales.

Certain products cannot be purchased with promotional coupon codes.

We reserve the right to restrict one coupon per email address or per person and/or cancel promotional coupon codes at any time without notice and without giving a reason.

Copyright and trademarks

Copyright extends to the design, look and feel of bespokeego.com and its marketing materials.

We do not give you any right or interest in any copyright or intellectual property rights in any product nor the right to copy them.

We do not give any warranty or representation in respect of the trademarks or trade names of any of the products or brands featured on the website.

All products and brands and their trademarks and copyright belong to their respective owners.

General

Our Frequently Asked Questions page form part of our Terms and Conditions.

This contract is between you and bespokeego.com, no other person shall have any rights to enforce any of its Terms and Conditions, whether under the Contracts (Rights of Third Parties Act, 1999) or otherwise.

The contract (Terms and Conditions) and your rights shall remain not transferable unless we agree in writing. However products purchased as gifts can transfer the benefit of warranty issued to the original buyer without having to ask for our consent.

We may transfer our rights and obligations under a contract to another company, but this will not affect your rights or our obligations under these Terms and Conditions.

If bespokeego.com does not enforce any provision of this agreement such will not be considered a continuing waiver.

Each paragraph of these Terms and Conditions operates separately.

Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England. This includes but is not limited to disputes, claims and so on.

Notices

All notices shall be given to us by email: legal@bespokeego.com and will be deemed to have been received on the day that they are sent.

Contact

For any queries regarding our service, please contact us via email, live chat or by opening a support ticket via the Customer care page.

PRIVACY & COOKIES

How and what information is collected

When you place an order with bespokeego.com, or interact with our website we may ask you for certain information which will contain your personal data such as your first name, last name, phone number, email address, billing & delivery addresses, bank credit/debit card details and optionally your DOB. In order to provide a more personalised shopping experience and help us improve our website we may also record which products you are interested in and products you purchase as well as general website use and traffic on our website.

Situations in which we may collect your personal information:

Information provided to us by you
You may submit your information on our website which we receive and store electronically or information that you may provide to us via other ways such as by email, by telephone or in person. Such information may be collected when you join us (register an account with us), access your account, place an order, enter competitions, query order status, submit reviews of us or our products or ask questions on our website.

Information provided automatically
Whenever you interact with our website we may receive and store certain information (may not necessarily be personally identifiable information – PII). Like many websites, we use “cookies” (see the ”Cookies” section below) and obtain certain information automatically when your web browser accesses our website. Information automatically received by us includes the IP address that your computer uses to connect to the internet; your computer, browser, operating system and internet connection details; purchase history; clickstream/path analysis of your journey through our website; and products you search for. We may also use software tools to measure and collect session information, length of visits to certain pages, repeat visits and page interaction information (such as clicks).

Email communications
Whenever you interact with us by email, we may ask for, receive and store your personal information (examples: query about your order, account queries and such).
Whenever you receive our newsletters, we may get notification when you open and click on certain links in newsletter. This helps us make our email newsletters more useful and interesting for our customers. You have an option to unsubscribe if you no longer wish to receive email newsletters from us (you will still receive essential communication from us, such as order and dispatch email confirmations). To unsubscribe you can either use an unsubscribe link at the bottom of each newsletter email or in your account area). We promise not to disclose your email address to third party marketing agencies or send you spam. #nospam

Telephone conversations
Whenever you call us we may from time to time monitor and record telephone conversations to improve the quality of our service to you.

Information collected from third parties
We may receive information about you from other sources and update your account information stored with us. For example we may contact credit agencies when we need to check new purchases in order to protect our customers and us from fraudulent transactions.

Use of your information

All your personal information is treated as confidential and is kept securely on our servers. Your data is not shared with any third party marketing agencies or sold for profit, but may be used to:

  • process and deliver your order via the courier services. We will only pass on the necessary data to enable delivery & tracking of your order;
  • contact you about leaving a review on a product once your order has been completed;
  • help prevent fraud (e.g. we may check payment card details with our credit agency, who may keep a record of that information, and reserve the right to refuse orders on that basis;
  • open and run your bespokeego.com shopping account;
  • provide customer support services to you;
  • provide you with an efficient and reliable service;
  • verify your age, in the event you are purchasing age-restricted products;
  • administer prize draws; or
  • provide a more personal shopping experience by gathering statistical and survey data to improve our website and our services to you.
  • in the event that we sell our business or assets

We will only disclose your information if required to do so by law. This may include but by no means limited to, helping in an investigation, fraud prevention, protecting our customers and so on.

By making an order and/or submitting your data to us you agree to this use.

Data security and protection

We use a 256-bit SSL (only over TLS) technology over HTTPS (forced) to encrypt the connection between our servers and your browser meaning any personal data you provide to us is sent and received in a secure manner. (just to give you an idea: government officials use 256-bit encryption to protect their top secret data)
Our secure SSL connection is “A” rated by SSLLabs.com. You can view our rating here: bespokeego.com SSL rating (please wait few minutes until the report is generated).

Payment providers, Stripe (stripe.com) and Paypal (paypal.co.uk) utilise their own encryption methods to collect and send payment details over a secure channel.

While every effort is made to keep your data secure, transmissions over the internet may not be 100% secure due to various factors such as undiscovered vulnerabilities, bugs, attacks and so on; therefore we cannot guarantee the security of your data transmitted to our website. You agree that you do so at your own risk. Once your data is in our possession we will use strict procedures and security measures to try to prevent unauthorised access.

When you join us on bespokeego.com you will have to choose a password which will enable you to access your own Bespoke Ego account and certain other parts of our website, you are responsible for keeping this password confidential. We ask you not to share it with anyone.

Your right to access information

You have the right to get a copy of the information that is held about you. You can make a request by contacting us. We don’t charge any admin fees.

Where your data is stored

All customer information is held on secure servers inside data centre in London, United Kingdom. Only authorised personnel can get access to those servers. Access is tracked internally and recorded at all times.

Use of cookies

Cookies are a technology which can be used to provide you with tailored information and user experience on our website. A cookie is an element of data that our website sends to your browser, which may then store it on your system (inside browser cache).

If you do not wish for us to use cookies when you use our website please adjust your internet browser settings to not accept cookies. Please note that cookies allow you to take full advantage of the services we provide through our website and so we recommend that you leave them turned on in order to get the best browsing experience on our website.

We use the cookies for the following purposes:

  • retain customer preferences;
  • store information for things like shopping bags & favourites;
  • operational use such as keeping your login session active for next time (time limited for security reasons);
  • provide anonymised tracking data to third party applications like Google Analytics which helps us see how many visits we get, what works and what doesn’t, which products are most popular and vice versa. It also enables us to see how customers move around our website when they are using it. This way we can optimise our site and adopt it to offer a better experience to our customers;
  • research and development;
  • site administration.

Please note that third parties (including, for example, advertising networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies.

To find out more about cookies including how to manage your cookie settings, please visit cookiepedia.co.uk.

Concerns

If you have any questions or comments about our privacy policy, please contact us via email, live chat or by opening a support ticket via the Customer care page.

Last updated: 15th December 2017