Terms & Conditions
By offering to buy and buying Items from Rochella, via our Website or otherwise, you agree to be bound by these Buyer Terms to the exclusion of any other terms and conditions.
You are advised to read these Buyer Terms carefully before transacting with Rochella. You are also advised to check them frequently, as we may modify, amend or update these Buyer Terms from time to time by updating this page. Any changes to these Buyer Terms made after you have purchased an Item from us will not affect that transaction, unless we were required by law to make the change.
In these Buyer Terms, the following definitions shall apply:
"Agreement" means any contract entered into between a Buyer and Rochella;
“Buyer” (“you” and “your”) means the buyer of an Item that is sold through the Website;
“Buyer Terms” means these Buyer Terms and Conditions;
“Rochella” is a trading name of Rochella Ltd, a limited company registered in England & Wales (with registration number 9827897). Our VAT number is TBC
“Item” means any garment or other item offered for sale, or to be offered for sale, or sold by Rochella or via the Website;
“Price” means the price at which an Item is listed on the Website;
“Seller” means the person on whose behalf we are selling an Item;
"Website" means our website hosted at www.rochellalingerie.com and all the pages, content and sub-domains contained in it.
ELIGIBILITY TO PURCHASE
In order to make purchases on this Website, you will be required to provide certain personal details. In particular, you must provide your name, phone number, e-mail address and other requested information as required. You will also be required to provide payment details that you represent and warrant are both valid and correct and to confirm that you are the person referred to in the Billing information provided.
ORDERS AND ACCEPTANCE
All orders are subject to acceptance and availability. Items in your shopping bag are not reserved and may be purchased by other customers.
Rochella typically offers products for sale that are in stock and available for dispatch. However, ocassionally we may be waiting for delivery from our suppliers and in such a case Buyers may be given the option of paying for an Item that is not yet in stock (“Advance Purchase”), such that the Buyer receives this item in priority once the stock has been delivered to Rochella. Buyers’ rights regarding Advance Purchases are the same as those for any other purchase made on the Website.
Please be aware that we may be unable to deliver selected Advance Payment Items due to unforeseen circumstances, such as production problems or any identified quality issues. In such circumstances we will notify you by email and refund the Advance Payment to your credit/debit card as soon as possible and in any event within 30 days of determining that the stock cannot be delivered.
Alternatively, you may be given the option to choose to register your email address for notification of arrival of the selected Items not currently held in stock and we will attempt to notify you by email within 48 hours of the product becoming available on the Website. Please note, as stock becomes available, it may be pre-allocated to satisfy Advance Payment orders or used to fulfill customer orders made through the Website for immediate delivery. Please be aware that on occasion certain products that are in particularly high demand will sell out during this period.
Rochella will endeavour to store a record of your transactions for a minimum of one year.
ACCEPTANCE OF YOUR ORDER
The display of Items and Prices on the Website does not constitute an offer on our part. No Agreement shall come into existence unless and until we accept your order for an Item.
Once you have placed your order, we will send you an acknowledgement by email. This email is merely a confirmation that we have received your order and does not constitute acceptance of your order.
Unless you cancel your order, acceptance of your order will be deemed to occur when we email you to confirm the Item has been dispatched to you, at which point an Agreement will come into existence between us. This Agreement shall be governed by these Buyer Terms, to the exclusion of all other terms, conditions and representations, whether written or oral. The sale contract will be concluded in London, England and the language of the contract is English.
We reserve the right, at our sole discretion, to reject any order that is placed with us. By way of example, we may reject orders if, inter alia, we are unable to obtain authorisation for payment; if shipping restrictions apply to a particular Item; when the Item ordered is out of stock, or does not satisfy our quality control standards and is withdrawn; or you do not meet the eligibility criteria set out within these Buyer Terms.
We reserve the right, at our sole discretion, to withdraw any Item displayed on the Website at any time before your order is accepted. We will not be liable to you or any third party by reason of our: withdrawing any Items from the Website (whether or not those Items have been sold); removing, screening or editing any materials or content on the Website; refusing to process a transaction; or unwinding or suspending any transaction after processing has begun.
PRICING, DELIVERY AND INSURANCE
All Prices shown on the Website are in pounds sterling (“GPB”) and are inclusive of VAT at the applicable rate. All prices are exclusive of postage and packaging, details of which are set out below. All Prices remain valid as advertised from time to time. The Price of an Item displayed on the Website at the time the order is accepted will be honoured, except in cases of patent error.
Product prices are generally set at the beginning of each season, however, these prices are subject to change if the relevant currency exchange rate changes before your order is accepted or if the Items are subject to markdowns.
If you are a customer whose credit/debit card is not denominated in GBP, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
Postage and packaging shall be charged at the following rates (unless otherwise indicated on the Website):
UK Standard Delivery - £3.95
UK Next Day Delivery - £7.95
Europe - £8.95
Rest of the World - £17. Delivery
UK Standard Delivery – First Class Post
- We aim to despatch your order within 3 working days
- You can expect delivery within 5 working days when selecting UK Standard Delivery.
- If you live overseas delivery is between 5-10 days.
- We will send your order by First Class Royal Mail.
- Royal Mail parcels are generally be delivered with your normal post.
- Delivery times - around 4-7 days
- Some items that show as in stock on our website have slightly longer delivery times – around 4-7 days.
- If stock is not available at our warehouse, but is in stock at one of our stores, we will recall it from one of our shops and despatch it to you as soon as we possibly can.
- Please note that at busy times, it may take us a little longer to despatch items to you.
*Delivery times and dates are subject to our service provider Royal Mail.
UK Next Day Delivery
Orders must be placed by 1pm, Monday-Friday, to guarantee next working day delivery.
Royal Mail requires a signature for Special Delivery packages, so someone needs to be available to sign for it at the delivery address.
We can send your order using Royal Mail's Special Delivery service which is guaranteed to get to you the next working day (subject to stock availability).
Special Delivery exceptions:
Orders placed after 1pm - will arrive the second working day.
Orders placed on a Friday - are guaranteed for Monday but maybe delivered on Saturday.
Orders placed on a Saturday, Sunday or a Bank Holiday - will arrive the second working day.
There are no deliveries on a Bank Holiday.
All international orders are sent by courier service.
Customers in Europe should add a further 5-10 working days and customers outside Europe should add a further 10-15 working days to the UK standard delivery dates.
We aim to dispatch all orders within 24 hours of receiving your order (if accepted). Our office hours for shipping are 9.00 – 13.00 (UK time), Monday to Friday (excluding Bank Holidays). We do not accept any liability for failure to dispatch Items within this time frame.
Estimated prices shown above are based on a package weighing up to 2kg (volumetric). If your order weights more than this, or has to be delivered to a remote area and the cost of shipping your order exceeds our stated guide price, it will be necessary for us to apply additional charges to your account. Estimated delivery times referred to above are to be used as a guide only and commence from the date of dispatch. We do not accept any liability for failure to deliver Items within the stated delivery period (provided that delivery occurs within 30 days from the date of your order). Rochella is not responsible for any delays caused by destination customs clearance processes.
When shipped outside of the UK any Item purchased from us may be subject to import duties and taxes. You will be responsible for payment of any such import duties and taxes, which will be invoiced to you directly by the relevant courier company or an import broker as the case may be. We have no control over these charges and encourage you to contact your local custom office for further information before placing your order. If you refuse to pay the applicable duties and taxes and the Item is returned to us, we will deduct any duties, taxes or fees incurred by us from your refund.
You must inform yourself of, and comply with, all applicable laws and regulations of the country for which the Items are destined. We will not be liable for any breach by you of any such laws.
Rochella will insure an Item during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If someone else signs for delivery of an Item on your behalf (whether or not they have authority to do so), you shall be treated as having received the Item. If you have specified a recipient who is not you for delivery purposes (for example if the Item is a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Rochella, and transfer of responsibility in the same way.
Payment can be made in GBP only by credit or debit card or Paypal, and any other methods of payment, which may be clearly advertised on the Website from time to time. Payment will be debited and cleared from your account on the day that your order is dispatched by Rochella.
If you are paying by credit or debit card, in making payment you confirm that the credit/debit card that is being used is yours, or that you have been specifically authorised by the owner of the credit or debit card to use it to buy from us. If you are paying by Paypal you confirm that it is your Paypal account and you have authority to make the payment.
All credit/debit cardholders may be subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to Rochella, we will not be liable for any delay or non-delivery. You may, on occasion, be subject to further security checks, for example, you may be asked to provide a transaction authorisation code from your bank. Once provided, we will endeavour to dispatch items within 24 hours.
Our policy is that Items should be returned unworn, in their original condition and with all Rochella and designer garment tags and labels still attached. Where provided, any packaging such as tags should be included with your return.
Before your order leaves Rochella, it is fully checked and controlled by us. If you receive an Item that is damaged, please contact us immediately by email at firstname.lastname@example.org
Items should be returned in accordance with the instructions provided in the “Returns” section of this Website or on the Returns Form (as may be updated from time to time). Unidentified returns may be returned to the sender.
You must return your unwanted Items within 14 days from receipt of the Item, for a refund of the value of the Item only. The relevant refund amount will be credited to the account used to originally purchase the Items, less any return shipping charges, taxes or import duties incurred within 28 days of us receiving your returned Item. Returns outside of the timeframes described above may be accepted at the sole discretion of Rochella, but may only be refunded as store credit.
If you wish to exchange your Item for an alternative product, we suggest that you return it for store credit and purchase the new Item separately. Please refer to our Returns Policy for further information. Shipping costs are charged on the replacement item, as are any relevant import duties and tax charges that may apply.
Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused. Lingerie & swimwear should be tried on over underwear.
Goods are considered to be faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. If the same product is not available, you are entitled to a full refund.
There may occasionally be certain Items that are not returnable. In these cases, this will be made clear in the Items listing on the Website.
We have made every effort to display as accurately as possible the colours of our products as accurately as possible on the Website. However, we cannot guarantee that colours of Items will match those displayed on the Website as a result of variations in computer and device monitors and natural variations in product materials.
CANCELLING YOUR ORDER UNDER THE CONSUMER CONTRACTS (INFORMATION, CANCELLATION AND ADDITIONAL CHARGES) REGULATIONS (CCRs)
If you are based in the EU, you have the right to cancel your order with us under the CCRs, provided you have given us written notice. Notice can be given any time after your order has been placed, up until 14 working days from the day you (or the person identified by you to take possession of the order) have received you order. Notice of contract cancellation under the CCRs must be given by email to email@example.com
For orders cancelled under the CCRs, we will issue you with a full refund including the minimum standard shipping cost. However, you will need to return the entire order to us by secure means to ensure it reaches us in good condition, at your own cost. Cancelled orders should be returned to us via Royal Mail to the following address: Rochella Ltd, 63 Birchen Holme, South Normanton, Alfreton, Derbyshire. DE55 3LR.. All items must be returned unused and in their original condition, from the original delivery country. We recommend that you pack the Items carefully and insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. In case of dispute, we also recommend you retain proof of sending. Refunds will be issued within 14 days of us receiving the items. If we do not receive the cancelled order back, we will arrange to have it collected from you at your cost.
Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided.
LIMITATION OF LIABILITY
Save to the extent required by law, we shall not be liable for any inaccuracy, error, mis-description or omission in any description of an Item marketed on the Website or otherwise.
To the fullest extent permitted by law, we shall not be liable to you under these Buyer Terms for any loss of profits, loss of business opportunity, wasted expenditure, goodwill, reputation or revenue or for any indirect consequential or economic loss or damage whatsoever howsoever arising out of or in connection with these Buyer Terms or the performance of the Agreement or any breach of the Buyer Terms or Agreement by us.
Our aggregate liability to you under these Buyer Terms shall be limited to a sum equivalent to the total value of your order. The limitations as set out above shall not apply to limit our liability if and to the extent that we have been guilty of fraud or dishonesty, or in relation to a claim for death or personal injury resulting from our negligence.
We shall not be liable to you for any loss or damage arising as a result of our being prevented from performing our obligations under these Buyer Terms by reason of circumstances beyond our reasonable control.
None of the provisions contained in these Buyer Terms affect your statutory rights.