Terms & Conditions

These Terms and Conditions explain how you can use our Website, purchase our products, and what rights and responsibilities you have when shopping with Embassy London. Please read them carefully. They form a legally binding agreement between you and Embassy London. By visiting or using our Website, you confirm that you have read, understood, and agreed to these Terms in full.

1. GENERAL

These Terms and Conditions apply when you purchase products (“Goods”) from www.embassylondon.co.uk (the “Website”) and when we deliver those goods to you. They also cover your use of the website itself. By browsing, shopping, or interacting with our Website, you agree to be bound by these Terms. Additional policies, such as our Privacy Policy and Cookie Policy, also apply when using our Website.

The Website is operated by Embassy London, registered at 1 Allied Business Centre, Coldharbour Lane, Harpenden, England, AL5 4UT, company number 16204198, VAT number 435964268. When you place an order on the Website, you enter into a contract with us. For questions about these Terms or our services, contact us at customercare@embassylondon.co.uk.

We may update these Terms occasionally to reflect changes to our services, website, or legal requirements. Updates take effect once posted on the Website. Continued use of the Website after updates indicates your acceptance of the new Terms.

2. ORDERS

Add your chosen items to your basket by clicking “Add to Cart”. You can update or remove items before clicking “Checkout”.

You must provide accurate contact and payment information. This ensures we can process and deliver your order.  We will request information from you as required to process your order. Such as name, delivery address, telephone number, and financial information, such as credit card number, expiration date. This information is used for billing purposes and to fulfil customers orders. If we have trouble processing an order, this contact information can be used to get in touch with the customer.

Orders are processed through a secure checkout system.

The Website is intended for personal use. Purchasing products for resale is prohibited. If we have reason to believe an order is intended for resale, we may cancel the order or close your account. 

3. ACKNOWLEDGMENT AND ACCEPTANCE OF YOUR ORDER

Once you place an order, we’ll send an email acknowledging receipt. This does not confirm your order. A binding contract is created only when we dispatch the goods and you receive an email confirmation.

We have taken every care in the preparation of the content of this website, and in particular, to ensure that prices quoted are correct at the time of publishing. Goods displayed are available to order and the goods have been fairly described. However, please note that if there is an error in the content of the website that is so obvious that you should have realised that it is an error, or if we have made changes to the content of the website before your order has been placed, the prices quoted or any incorrect description of the goods will not be binding on us.

We may refuse or limit an order if items are out of stock, payment cannot be authorized or if fraud or reselling is suspected.

We may cancel an order for reasons including:

• Items out of stock

• Payment issues

• Duplicate orders

• Technical or security problems

4. PRICING

The prices stated by us at the time we receive your order are the prices you pay except where we discover an error in the price of the goods you have ordered.

Prices are displayed in your local currency where applicable and include VAT.

Pricing and Promotions: on occasion, the prices payable and promotions offered in respect of goods advertised on the website may differ from those prices and promotions offered at the same time in our Embassy London stores. We are under no obligation to honour any in-store price or promotion in the event that they differ from those on the Website.

We reserve the right to adjust prices or offers before your order is confirmed.

4. PAYMENT METHODS

We accept Visa, Mastercard, American Express, Apple Pay, PayPal, Google Pay, Shop, Klarna, and Embassy London Gift Cards.

Payments must match the cardholder’s details exactly.

Verified by Visa and Mastercard SecureCode™ may be used for added security where available.

Card fraud is illegal and will lead to prosecution.

Ownership of goods passes to you once full payment is received and the Goods are delivered.

You can also pay using Embassy London Gift Cards (Gift Card Terms and Conditions apply).

5. DELIVERY

We are able to deliver your Goods to any address within the regions listed below.

• UK

• Australia

• Austria

• Belgium

• Bulgaria

• Canada

• Denmark

• Estonia 

• Finland

• France

• Germany

• Hungary

• Italy

• Lithuania

• Netherlands

• Portugal

• Republic of Ireland 

• Romania 

• Spain

• Sweden 

• Poland 

• Singapore 

• Slovakia 

• Slovenia

• Switzerland 

You will, as part of the order process, be presented with the option to choose between various delivery methods. The costs of delivery will vary depending on the choice of delivery method and destination, and the prices for these will appear before your final submission of your order. 

We reserve the right to make changes to shipping destinations, this will reflect in our terms.

Delivery addresses can be your card billing address or an alternative residential or business address. As listed below.

Delivery to your Card address: when you have selected the Goods that you wish to purchase from us, the delivery address will default automatically to the billing address associated with your Card.

Selecting an alternative address: However, should you wish to send the Goods to an alternative address, then you can enter this in the delivery address form as you proceed through the checkout process. The alternative address can be either residential or business.

Selecting a ‘In-store Collection: our collection service is offered in all our stores which hold the relevant stock availability. You will be presented with this option at the checkout under 'Delivery'. 

Account holders can save delivery addresses for faster checkout.

Orders received before 12:00pm Monday to Friday are usually dispatched the same day. Orders made on weekends are usually dispatched the next business day.

Orders purchased with Next Day Delivery must be ordered before 12:00pm to be applicable for next business day delivery.

Where possible, we try to ship all ordered goods at the same time. However, please note that we reserve the right to make split deliveries. There are no additional delivery costs associated with such split deliveries. If we are late delivering a part of a split order or one part of a split order is faulty, that will not entitle you to cancel any other part of the split order.

Risk of loss or damage to the goods shall pass to you at the time the goods have been handed over to you or come into your possession at which point you will bear the risk.

6. TRACKING YOUR ORDER

Once your Goods have been dispatched for delivery then you will receive a confirmation email informing you that your goods are on their way. The email will also contain details of how you can track your Order.

Should you have any query with regards to the receipt of your Order then please contact our customer services team via our contact page.

7. RETURNS & REFUNDS

You can return Goods within 28 days of delivery for any reason, provided they are unworn and in original packaging.

Refunds do not include the original delivery costs. Additionally, non-standard delivery costs are non-refundable.

Refunds are processed via the original payment method.

Refunds are processed to your original payment method within 10 business days of receiving the returned item(s). Refund times may vary depending on banks or payment providers.

Exchanges can additionally be requested following the correct method based on region.

In-store purchases can be returned to our warehouse, however you are liable for the costs of shipping and we are not responsible for the goods until we receive them.

Online purchases are not able to be returned to Embassy London stores.

Promotional items and reduced items purchased in a sale are not eligible for a refund in our stores and may be exchanged only, subject to availability.

For UK-Mainland customers, use the online portal to raise your request. More information can be found here. 

For Non-UK Mainland Customers, use the included Return Form and maintain proof of postage for returns. You as the customer are liable for custom duties and taxes to be paid in advance, as to avoid any delays or refusal of delivery. More information can be found here. 

Refunds may be refused if goods do not match the original order, are damaged or worn, or were not purchased directly from Embassy London.

Without prejudice to any information set out above, you also have the general statutory right to withdraw from your purchase and rescind the Contract within 14 days of your receipt of the Goods. You cannot withdraw from the purchase by refusing receipt without giving us prior notification. Please include your name and order number and a clear statement that you want to exercise your right to withdraw in relation to all or part of the order.

You must return the Goods to us without undue delay and no later than 14 days from the date on which you informed us of your withdrawal.

Goods must be in original packaging as is part of the product and must be included.

Items must be unworn and in original condition.

Goods must be returned to the address listed:

Embassy London,
4-5 Sandpit Road, Ground Floor,
Dexter Business Centre, Dartford
DA1 5BU
United Kingdom

8. FAULTY GOODS

If you receive goods that you believe to be faulty or defective, please contact us as soon as possible at customercare@embassylondon.co.uk.

UK:

Under UK consumer law, you have statutory rights if goods are faulty or not as described. If a fault is identified within 6 months of delivery, it is presumed to have been present at the time of purchase unless we can demonstrate otherwise.

Depending on when the fault is reported, you may be entitled to a repair, replacement, or refund in line with your statutory rights. Refunds are generally only offered where a repair or replacement is not possible or has been unsuccessful.

These rights do not apply to damage caused by misuse, improper care, accidental damage, or normal wear and tear.

EU & REST OF WORLD:

If you are a consumer based in the European Union, you are entitled to statutory rights under EU consumer law. Goods must be in conformity with the contract at the time of delivery.

If a lack of conformity becomes apparent within 6 months from delivery, it is presumed to have existed at the time of delivery, unless this presumption is incompatible with the nature of the goods or the defect.

You are entitled to request a repair or replacement free of charge. A price reduction or refund may be available where repair or replacement is impossible, disproportionate, or has not been completed within a reasonable time or without significant inconvenience.

These rights do not apply where the lack of conformity results from misuse, improper handling, accidental damage, or normal wear and tear.

Nothing in this section affects your statutory rights under applicable EU consumer protection laws.

9. MANUFACTURING WARRANTY

We take pride in the quality of our products and aim to ensure all goods are of a satisfactory standard. If you believe an item you have received is faulty or defective, please contact us as soon as possible so we can help resolve the issue.

You can reach our Customer Care team by email at customercare@embassylondon.co.uk.

If you wish to return goods due to a manufacturing fault or defect, you may do so in line with your statutory consumer rights. This is in addition to, and does not affect, your general right to return items as set out in our returns section. You must notify us within a reasonable period after discovering the issue.

If defective Goods are returned within 6 months of receipt and are found to have been faulty at the time of purchase, you will be entitled to a full refund or a replacement. Where a replacement is requested but the original item is no longer available, we will offer a suitable alternative of equal value or a credit to the amount. 

If defective Goods are returned 6 months or more after receipt, a refund or replacement will only be offered where you can demonstrate that the fault was present at the time of purchase.

We may ask you to return the Goods to us for inspection before issuing a refund or replacement. We are unable to offer a refund or replacement where the Goods:

• Were not purchased from www.embassylondon.co.uk

• Show signs of normal wear and tear

• Have exceeded their reasonable lifespan

• Have been damaged due to misuse, negligence, or improper care, including exposure to excessive heat, open flames, sharp objects, or use outside their intended purpose.

If you purchase an item in store which appears has a manufacturing fault or defect, you can return to the store within 28-days for an associate to inspect them. Outside of this we invite you to contact Customer Care by email at customercare@embassylondon.co.uk.

On occasion we provide spare parts, if available at time of request.

10. LIABILITY AND WARRANTIES

Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

We make every effort to display product colours on the Website as accurately as possible. However, colours may appear differently depending on your device or screen settings, and we cannot guarantee that the colour shown on your screen will exactly match the product you receive.

While we aim to deliver all goods promptly, we are not responsible for delays or failures caused by events beyond our reasonable control. These may include, but are not limited to, adverse weather conditions, traffic disruption, industrial action, fire, government restrictions, changes in law or regulation, epidemics or pandemics, import or export controls, or other unforeseen circumstances.

All information provided on the website is for general informational purposes only and does not constitute legal, financial, or professional advice. Any reliance you place on such information is at your own risk.

Goods are supplied in accordance with the manufacturer’s specifications and the descriptions provided on the website. No additional warranties, guarantees, or representations are given unless expressly stated.

We aim to ensure the website is available, accurate, and up to date at all times. However, we do not guarantee uninterrupted access, error free operation, or that content will always be current. We make no additional warranties in relation to the website or its content.

Some content on the website may be provided by third parties. While we make reasonable efforts to identify such material, we do not verify its accuracy or completeness. Any reliance on third party content is at your own risk.

Our liability is limited to direct losses only. We are not liable for indirect, consequential, or economic losses, including loss of profit, business, data, or goodwill. Any claim for direct loss or damage shall not exceed the total value of the Order to which the claim relates. Product liability is provided strictly to the extent required by applicable law.

11. INTELLECTUAL PROPERTY 

All content on the Website belongs to Embassy London or is used with permission.

Trademarks, logos, and designs may not be used without our permission.

Website content may only be used for personal, non-commercial purposes.

12. COMPLAINTS

Complaints can be submitted via email customercare@embassylondon.co.uk. Please include your Order details and a description of your issue.

13. DATA PROTECTION & COOKIES

Personal data is processed in line with our Privacy Policy.

We use cookies to enhance your browsing and shopping experience. You can choose which cookies to allow when you enter our site via the pop-up. For more details, see our Cookie Policy.

14. CONTACT US

Customercare@embassylondon.co.uk

Customer Care is available Monday to Friday, 9:00am–5:00pm subject to holidays.

Certain features or services on the Website may require you to create an account. All information you provide must be accurate, current, and complete. You must not impersonate another person or entity, or use a name you are not authorised to use.

15. MISC

Where account registration is required, access to your account will be via a username and password or other secure login credentials “Login Details”. You are responsible for keeping your Login Details confidential and for all activity carried out under your account. We are not responsible for any loss or damage arising from your failure to protect your Login Details.

If you believe your account has been compromised or misused, you must notify us immediately by contacting our Customer Care team. We reserve the right to suspend or deactivate your account at any time. If we do so, we will notify you using the contact details you have provided.

From time to time, we may invite users to take part in surveys, competitions, or promotional activities. Participation is entirely voluntary. Information requested may include contact details and limited demographic information, which will be used to administer the promotion, contact winners, or improve our website and services. For further details on how we collect and use personal data, please refer to our privacy policy.

16. PROMOTIONS

Please see all our promotional terms and conditions here.

17. GIFT CARDS

Please see all our Gift Card terms and conditions here.