Terms of Use

Terms of use
Please be sure to read, and make sure you understand, the Terms and Conditions prior to using the Platforms and placing an Order with Togrou. By using our Platforms , you agree to be bound by the Terms and Conditions.

Definitions

The following definitions apply to these Terms and Conditions:

“EU” means a European Union member state, which, for the time being, includes the UK.

“Non EU” means any other country that is not an EU member state.

“Order” means an online transaction made by you via the Platforms for one or more Products, to which these Terms and Conditions apply.

“Personal Information” means the details you provide to us when you use the Platforms, such as your name, e-mail address, billing address, delivery address, telephone number, Product selections, credit card or other payment information and a password.

“Platforms” means any digital way of accessing the Togrou store and includes the website located at www.togrou.com or any subsequent URL which may replace it, and the Togrou app accessed using a mobile device.

“Product” means a Product displayed for sale on the Platforms.

“Product Description” means the section displayed on the Platforms where certain Terms and Conditions in respect to the individual Product are provided, which shall include, but not be limited to, all details, prices (cost of the Product and delivery charges), photographic representations and descriptions of a Product. It shall also include, where appropriate, specific delivery dates and times, warranties, after-sales service and guarantees about that Product.

“Togrou Account means your personal customer account set up by you on the Platforms.

“Terms and Conditions” means these Terms and Conditions.

“We”, “us” or “Togrou” means Togrou Retail Limited. Please note, that when arranging delivery of your Order, Togrou may instruct a third-party courier or postal carrier to deliver it to you. However, Togrou will ultimately be responsible for managing the delivery of your Order, so for the purposes of these Terms and Conditions, all references to “we”, “us”, or “Togrou”, will be taken to include such third parties.

“UK” means, for the purposes of these Terms and Conditions, England, Wales, Scotland and Northern Ireland.

“Users” means the Users of the Platforms collectively.

“You” means a User of the Platforms.

Using the Platforms

1.1

The Platforms provided solely for your personal use. To place an Order on the Platforms you must be at least sixteen (16) years old. You may not use the Platforms for any commercial purpose. We reserve the right to make changes to any part of these Terms and Conditions from time to time, so please ensure you check the latest version. We may modify or withdraw the Platforms (or any part of them) temporarily or permanently, and we shall not be liable to you or any third party for any modification to, or withdrawal of, the Platforms and you agree to use the Platforms on this basis.

1.2

All text, graphics, photographs, logos, trademarks, artwork, sounds, music, user interfaces, visual interfaces and computer code (the “Content”) belongs to Togrou (or is licensed to Togrou). This Content includes, but is not limited to, the design, structure, selection, coordination, expression, “look and feel” and arrangement of it. The Content is protected by copyright, trademark and other intellectual property rights and you are not permitted to copy, reproduce, republish, upload, post, publicly display, translate, transmit or distribute this Content in any way without Togrou’ prior written permission.

1.3

These Terms of Service and any separate agreements whereby we provide you shall be governed by and construed in accordance with the laws of Germany.

1.4

You must not establish any link to the Platforms to suggest any form of association, approval or endorsement on our part where none exists or establish a link from any website that is not owned by you. The Platforms must not be framed on any other site, and you may not create a link to any part of the Platforms other than the home page.

1.5

While we endeavour to verify the accuracy of any information we place on the Platforms, we make no warranties (whether express or implied) in relation to its accuracy. The Platforms are provided on an “as is” and “as available” basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Platforms, or any transaction that may be conducted on or through the Platforms, including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

1.6

We make no warranty that the Platforms will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Platforms. We will not be responsible or liable to you for any loss of material uploaded or transmitted through the Platforms.

1.7

The Platforms may contain links to other websites or applications, which are not operated by Togrou. When you activate any of these you will leave the Platforms and we have no control over, and will not accept any responsibility or liability in respect of, the material on any website or application which is not under our control.

Togrou Account, Personal Information and Security

2.1

By placing an Order you agree and understand that we may collect, use, store and process your Personal Information in accordance with our Privacy & Cookie policy. Togrou fully respects the privacy of individuals who access and use the Platforms. For details on the manner in which we use cookies, the type of information we collect, how and for what purpose, we use your information and under what circumstances we disclose information please see our Privacy & Cookie policy, which are incorporated into and form part of these Terms.

2.2

When you register for a Togrou Account, you agree that:

a) The Personal Information which you are required to provide when you register as a customer is accurate; and

b) If any of your information changes (for example you change address), please let us know by updating your Togrou Account online or contacting our Customer Services team or by calling 0800 123 400 (+44 113 369 8040 from overseas).

2.3

You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

2.4

You are responsible for keeping your Togrou Account and Personal Information confidential. Please notify us immediately of any unauthorised use of your Togrou Account or Personal Information and, any breach of security or misuse, or suspected breach of security or misuse of such. Please ensure that you sign out from your Togrou Account at the end of each session if you use a shared computer. We will not be liable for any loss or damage arising from your failure to comply with this clause.

2.5

If, due to unforeseen circumstances or in the event of supply difficulties it is necessary to substitute a perishable Product (please note that this includes perishable Products supplied as part of a hamper), the Product will be of equal or greater value than that which it replaces, albeit at no extra cost to you. If you receive the substitute Product and do not want to accept it, then we will reimburse you for the cost and return of that Product.

Our Products

3.1

We will take all reasonable care to ensure that all Product Descriptions are correct. We have made every effort to display as accurately as possible the appearances, colours, textures or finishes of our Products. What you see will depend on your computer equipment, screen or monitor and we are therefore unable to guarantee that a Product’s images are an accurate representation of the actual merchandise. Please refer to our Returns Policy if you are unhappy with your Order.

3.2

Products are subject to availability. We will do our best to remove any Products which have sold out at the earliest opportunity. As there is a delay between the time when your Order is placed, and the time when the Order is accepted, the stock position relating to a particular Product may change. If a Product you have ordered becomes out of stock before we accept your Order, then Togrou shall not be liable to you for being unable to provide that Product. If such a situation arises, then we shall notify you as soon as possible and you will not be charged for the out of stock Product.

3.3

If, due to unforeseen circumstances or in the event of supply difficulties, it is necessary to substitute a perishable Product (please note that this includes perishable Products supplied as part of a hamper), the Product will be of equal or greater value than that which it replaces, albeit at no extra cost to you. If you receive the substitute Product and do not want to accept it, then we will reimburse you for the cost and return of that Product.

Pricing

4.1

We endeavour to ensure that all Products on the Platforms are available at the same price in all our stores (Oxford Street, London; Bullring, Birmingham; Exchange Square, Manchester; and The Trafford Centre, Manchester). However, from time to time we may offer additional discounts for purchases made via the Platforms that do not apply in store, or vice versa. Additionally, Products offered as sets on the Platforms may not be offered as part of a set in store and individual prices may apply.

4.2

Any coupon, discount, offer or promotional discount offered on the Platforms is valid only for use as part of a purchase made via the Platforms, unless otherwise stated and subject to availability.

4.3

Product prices shown on the Platforms are in British Pounds, US Dollars, Hong Kong Dollars, Chinese Yuan, Australian Dollars, Euros, Canadian Dollars, Taiwanese Dollars, South Korean Won, Singapore Dollars or such other currency as we may offer from time to time and are inclusive of UK value added tax (“VAT”) (where applicable), at the appropriate rate. Product prices shown on the Platforms (irrespective of which currency you choose to pay in) may change from time to time. Please also be aware that the price of a Product may change at checkout if it is subject to any taxes, duties, fees, levies or delivery charges applied in the country you have selected for delivery of your Order.

4.4

Although we try to ensure all our Products’ prices displayed in the Product Description are accurate, errors may sometimes occur. If we discover an error in the price of a Product you have ordered, we will be unable to accept your Order and shall contact you as soon as possible in order to give the option of either reconfirming your Order at the correct price or cancelling it. If we are unable to contact you, we will treat your Order in respect of the incorrectly priced Product as cancelled.

4.5

All Product prices shown on the Platforms are inclusive of any applicable UK VAT. Where you have requested delivery of your Order to an EU country, the total cost of your Order will include UK VAT. Where you have requested delivery of your Order to a non-EU country, the total cost of your Order will not include UK VAT. However, it will include any taxes, duties, fees, levies or other charges levied by that non-EU country, which will be added to your Order at checkout and paid on your behalf by Togrou to the relevant local customs authorities.

4.6

You will be the importer for the international delivery of your Order (i.e. any Order delivered to a country other than the UK). Therefore, before placing an Order, it is your responsibility to check that the Products you are planning to import comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your Order. If any customs requirements apply or charges are due, you agree to be responsible for these.

Product Restrictions

5.1

There may be instances where due to restrictions (legal or otherwise) or practices in relation to a Product, we are prevented from being able to deliver it to you (for example age- or country-restricted products such as alcohol). Togrou shall not be held liable in relation to any Product that we are unable to sell or deliver to you as a result of such restrictions. Please refer to the Product Description of your selected Product(s) to see if any restrictions apply. In the event that a restriction is enforced after you have placed your Order with us, we will do our utmost to notify you as soon as reasonably practicable.

5.2

If you place an Order for any Products which are age-restricted, you warrant that you meet the age requirement for that Product, for example over eighteen (18) years to place an Order for any alcohol product. It is an offence to buy or attempt to buy age-restricted Products if you are under age or to purchase such Products for someone else who is under age.

5.3

We reserve the right not to sell or deliver any age-restricted Product to anyone who is, or appears to be, under the required age. If you have purchased an age-restricted Product and have ordered it using the Togrou’ ‘Click & Collect’ service, proof of ID may be requested upon collection of that Product.

Order Process

6.1

Togrou takes all reasonable care, in so far as possible, to keep the details of your Order and payment secure, but in the absence of negligence on our part, we will not be liable for any loss you may suffer if a third party procures unauthorised access to any Personal Information you provide when accessing or placing an Order on the Platforms. For more information on how we use and protect your Personal Information, please refer to our Privacy & Cookie policy.

6.2

The technical steps to place your Order and create a contract of sale between you and Togrou are, as follows:

a) You place an Order on the Platforms by pressing the ‘Buy Now’ button at the end of the checkout process. You will be guided through the process of placing an Order by a series of simple instructions on the Platforms.

b) We will send you an email confirming your Order which will detail the Product(s) (including their Product Descriptions) that you have ordered. This email does not constitute an acceptance of your Order by us.

c) As your Order is shipped by us we will send you a dispatch confirmation email. Please note, that we may also send you an SMS to notify you that your Order has been dispatched. Alternatively, in relation to our ‘Click & Collect’ service, we will send you an email (as well as possibly an SMS) to confirm that your Order is ready for collection. Upon sending either of these emails, your Order will be taken to have been accepted by us unless we have notified you that we do not accept your Order, or you have cancelled it.

d) Subject to us having accepted your Order, we will then arrange for delivery of it to you at your nominated address on the date and time nominated by you (as far as applicable) or make it available for collection through our Click & Collect service.

6.3

Your Order will be complete and the Product(s) in your Order will then be owned by you (and so risk of loss or damage to such) will pass to you in the first instance of either of the below taking place:

a) the date on which we receive payment in full for the Product(s); or

b) the date and time of collection of it from a ‘Click & Collect’ collection point, in a Togrou store or delivery by us to your nominated address.

6.4

We shall be entitled to supply Products ordered as part of one Order separately. This may mean that Products are dispatched or available for collection separately. There may be certain circumstances where we can supply only part of an Order.

6.5

Non-acceptance of your Order (or parts of your Order) may be due to any one or more of the following non-exhaustive reasons:

a) A Product you ordered is out of stock;

b) We are unable to obtain authorisation for your payment;

c) We have identified an error with a Product Description;

d) You are not eligible to order a Product, as set out in clause 5 above;

e) There is a system or procurement failure;

f) You fail our customer validation checks; or

g) There are restrictions (legal or otherwise) or practices in relation to a Product which prevent us from being able to sell or deliver it to you.

Payment and payment methods on the Platforms

7.1

You can currently pay in British Pounds, US Dollars, Hong Kong Dollars, Chinese Yuan, Australian Dollars, Euros, Canadian Dollars, Taiwanese Dollars, South Korean Won, Singapore Dollars or such other currency as we may accept from time to time.

7.2

We accept payment for Orders by Maestro, MasterCard, Visa, Visa Debit, American Express, Solo, Electron, PayPal, Alipay, gift cards and e-vouchers. Gift cards and e-vouchers can only be used for orders in British Pounds.

7.3

If you choose to pay for your Order using a payment card with a currency denominated account that is different from the currency you are paying in, your payment card will be charged in the payment currency at the foreign exchange rate applied by your relevant payment card provider or bank at the time of processing your Order. Your international payment card provider or bank will determine the foreign exchange rate and may add an additional processing or administration charge which you will be liable to pay.

7.4

By placing your Order and making an offer to buy a Product, you authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time and this may include verification checks involving your debit or credit card number or credit reports in order to authenticate your identity; to validate your credit card; to obtain an initial credit card authorisation; to protect you and us from fraud; and to enable us to arrange delivery of your Order to your nominated delivery address.

Gift Cards and e-vouchers

8.1

Togrou gift cards can be exchanged for products in all Togrou stores and can also be used to purchase Products via the Platforms or over the telephone. Togrou e-vouchers can only be used to purchase Products via the Platforms. E-vouchers are not available for use in any of Togrou’ stores. Gift cards and e-vouchers can only be used for orders in British Pounds.

8.2

A gift card or e-vouchers cannot be exchanged for cash or refunded. If the Products purchased online total less than the value of your gift card, any balance will be left as credit for you on your gift card. If the Products purchased online total less than the value of your e-voucher, then it will not be possible to process your Order and you will receive an error message. You can only use your e-voucher once and the total value of the Products you are purchasing must be equal to or greater than the value of the e-voucher.

8.3

When redeeming a gift card via the Platforms or over the telephone, you will be required to give the serial number on the gift card, and the online security code which is revealed by scratching off the holographic panel on the gift card. In relation to an e-voucher, in order to redeem this via the Platforms, you will need to enter both the registered email address to which the e-voucher was originally sent, as well as the serial number appearing on the e-voucher itself.

8.4

If your gift card becomes accidentally damaged or if you have any issues with using your gift card or e-voucher, please contact Togrou’ Customer Services or call 0800 123 400 (+44 207 160 6222 from overseas).

Togrou Employees

9.1

Togrou employees ordering products from the Platforms, and who are entitled to staff discount, agree that they have read and adhere to the Terms and Conditions of the Togrou staff discount policy. Employees with any questions about this discount policy please contact your HR department.

Delivery

10.1

You must provide us with complete and accurate delivery address information. For the avoidance of doubt, this includes not only the address that your Order is going to, but also the name of its recipient. We will not be liable for the delivery of your Order as a result of you supplying us with incomplete or inaccurate information. Parcels may require a signature on delivery. Please note that delivery of your Order may take longer during sale or other busy periods, but you will be notified if this is the case.

10.2

Please note, if you choose to use any of our delivery partners’ personalised services (including but not limited to having your parcel delivered to a neighbour or left in a safe place), Togrou shall not be held liable for any items which are lost, damaged or delayed.

10.3

We will make every effort to deliver your Order within the estimated timescales. However delays are occasionally inevitable due to unforeseen factors or events outside our control, for example, material shortages, travel or transportation disruption, import delays or higher-than-anticipated demand. Togrou shall not be liable for any delay or failure by us to deliver your Order within the estimated timescales as a result of such delays.

10.4

In relation to Orders delivered within the UK only, you can have Products from the same Order shipped to multiple addresses. Select this option at checkout and click on the ‘Edit’ buttons in your shopping basket to select an address for each Product.

10.5

For the full list of countries that we currently deliver to, please see our international delivery section. You may select the international delivery option at the end of the checkout process, and by specifying a delivery address outside of the UK. We will notify you of the international delivery charge(s) applicable to your Order at checkout and the amount will be added to the total amount of your Order. Delivery lead times of your Order to an international address will vary according to its destination. Please see our Dispatch and Delivery section for more information.

10.6

Customers who purchase certain Products (for example Cartier, De Beers, Bulgari, Chopard and/or Chanel Fine Jewellery & Watches Products) on the Platforms have the option of either collecting these Products from their respective boutiques in our London, Oxford Street store or (where the customer has a UK address) having them delivered via our complimentary courier service.

10.7

For those customers who have chosen to have these Products delivered via our complimentary courier service you will be required to:

a) Nominate an appropriate date to have these Products delivered to your UK delivery address. Please note that our authorised courier deliver Products on a nominated day pre10:30am service. For next-day delivery of these Products customers will be required to place their Order in advance of the following times:

Weekdays – 5pm;

Saturdays – 3pm; and

Sundays – 2pm

Whilst our authorised courier will make every effort to deliver your Order within the estimated timescales delays occasionally occur and in such circumstances Togrou shall not be liable.

b) Upon these Products being delivered to your UK delivery address please make sure that either you or a relative with the same surname are available to receive and sign for the Products and that you or your appointed relative have suitable identification in the form of a passport or photo driving licence. In the event that you or your appointed relative cannot provide our authorised courier with a suitable form of identification then our Customer Service Team will contact you to arrange an alternative delivery date to receive these Products.

Togrou ‘Click & Collect’

11.1

Togrou ‘Click & Collect’ is a complimentary collection service available in all our stores. Orders placed using our ‘Click and Collect’ service will be treated as a UK Order and will include UK VAT.

11.2

The Togrou ‘Click & Collect’ service allows you to choose a collection date up to fourteen (14) days in advance of when you would like to collect your Order. You can choose your date for collection at checkout. We can only offer next-day collection from 12pm on Orders placed before 10pm on the previous day. However, please note that for certain Products or during busy periods, it may not always be possible to offer you next-day collection. In such circumstances, we will show you the earliest available collection date for your Order at checkout.

11.3

We will make every effort to make your Order available for collection within the estimated timescales. However delays are occasionally inevitable during sale or other busy periods or due to unforeseen factors or events outside our control, for example, extreme weather, a flood or fire. Togrou shall not be liable for any delay or failure to make your Order available for collection within the estimated timescales.

11.4

After you have received an email from us notifying you that your Order is ready for collection, please collect your Order from the designated collection point in the relevant store where you asked for your Order to be sent. Please see your ‘Ready to Collect’ email for details of where the collection point is located.

11.5

When collecting your Order from a store please make sure that you bring either a valid passport, driving licence or the payment card that you used to place the Order. Please also bring your ‘Ready to Collect’ email or Apple Wallet confirmation. For PayPal, Alipay and Gift Card orders you will need to bring a passport or photo driving licence.

11.6

With the exception of the circumstances listed in clause 11.7, you can ask a friend to collect an Order on your behalf, but please make sure that they have a copy of your ‘Ready To Collect’ email as well as their passport or photo driving licence.

11.7

If you paid for your Order using PayPal, or if your order contains fine jewellery or watches, then orders must be collected by yourself. There are also certain Products which you will be required to collect from the relevant brand boutique, these include fine jewellery and watch brands such as Van Cleef & Arpels, Chopard, Tiffany, Bulgari, De Beers, Chanel, Boucheron, Cartier, Repossi and Vashi.

11.8

We are unable to offer the ‘Click & Collect’ service on certain Products for example (but not limited to) Tek Zone.

11.9

If you fail to collect your Order within seven (7) days of your collection date, your Order will be returned to Togrou and will no longer be available for collection. Please note that in relation to certain Products this period may be shorter and we would advise that you check a Product’s Description for further details. If you fail to collect your Order within the set period of time then we will automatically refund the original purchase price of your Order. Please refer to our Returns Policy for more information.

Cancellation

12.1

You have a statutory right to cancel your contract of sale at any time up to fourteen (14) days after the day on which you receive your Order. If you place an Order for several Products and they are delivered separately then your fourteen (14) days will start the day after you receive the last Product in your Order. You need to return the item within twenty eight (28) days after the day on which you receive or collect your Order in order to receive a refund. For information on refunds please see our Returns Policy.

12.2

If, for any reason, you wish to cancel your contract before your Order has been dispatched or you have been notified that it is available for collection, then you need to let us know. You can do so by contacting Togrou’ Customer Services team or by calling 0800 123 400 (+44 113369 8040 from overseas). Once we have received notification from you of your wish to cancel your contract, subject to any monies having been taken from you, provided the items have not been dispatched then we will refund you the original purchase price and delivery charge for your Order within fourteen (14) days. For more information, please see our Returns Policy.

12.3

It may not always be possible to stop an Order from being dispatched or made available for collection. If you decide to cancel your contract and your Order has already been dispatched or you have been notified that it is ready for collection, then you need to let us know and return the Product within twenty-eight (28) days from the day after you receive or collect your Order. You can notify us by using any one of the options identified in clause 12.2 above. Please refer to “How to return an Item” in our Returns Policy.

Returns Policy 13.1

Products must be returned in a saleable condition within twenty-eight (28) days of receiving your Order. Products must be unused and in their original packaging with garment tags and any other security devices or seals still attached and intact when they are returned to us. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the Product, its tags, security devices or seals have been used, removed, broken or tampered with.

13.2

Please note that your right to cancel or return a Product does not apply to certain types of Products. The following list provides a non-exhaustive list of the types of Products you cannot cancel or return:

a) Products which are bespoke, have been made to measure, altered, or personalised to your specification;

b) Newspapers, periodicals or magazines (with the exception of a subscription contract for such publications);

c) Event tickets;

d) Hampers, food, beverages and other perishable goods, such as flowers. Should you have any issues with an Order for flowers, please see below for more information;

e) Unsealed audio or video recordings (such as CDs, DVDs) or unsealed computer software;

f) Unsealed beauty items including toiletries and cosmetics which have been opened, tested or partially used; and

g) Fragrance when delivered outside the UK, which cannot be returned due to restrictions on delivering hazardous products.

13.3

Where lingerie, swimwear, cosmetics and earrings are protected by hygiene seals, you are required to take reasonable care by not removing the hygiene seals. Refunds will not be provided if the hygiene seals have been removed, broken or tampered with.

13.4

Some of our brands, including watches, jewellery, technology and furniture, have their own policies: Apple, Technology, Conran Shop, The Watch Gallery, Rolex, Bulgari, Vertu, Van Cleef et Arpels, Theo Fennell, Cartier, De Beers, Hermes, Chanel, Tiffany, Boucheron, Messika, Chaumet and Chopard; however this may be subject to change from time to time. Please ask in store or contact Customer Services on 0800 123 400 (+44 113 369 8040) for further details.

Please note that clauses 13.2 and 13.3 do not apply to faulty or incorrectly supplied Products where your statutory rights are unaffected.

How to return an item

Process and payment for returning a UK Order by post

13.5

We will pay for the cost of returning any order delivered to you within the UK. If you wish to return your order then please follow the steps below:

a) Take the delivery note that accompanied your Order and fill in the relevant sections to indicate which Product(s) you wish to return. Please be sure to indicate the quantity of a particular Product that you are returning to us as well as the reason for your return. Please select one of the appropriate “return codes” (as described on the delivery note) to indicate the reason for your return.

b) Having completed the delivery note, please be sure to include it in your returns package along with the relevant Product(s).

c) Please use the returns address label (found at the bottom of your delivery note) and attach it to the outside of your returns package. Please note that Togrou cannot be liable for any Products that go missing as a result of your failure to use this label.

Process and payment for returning an EU Order (other than a UK Order) by post

13.6

Orders relating to Fine Jewellery & Watches can either be returned to their respective boutiques in our London, Oxford Street store or (where the customer has a UK address) via our complimentary courier service.

13.7

We will pay for the cost of returning any Order delivered to you within the EU. If you wish to return your Order, then please follow the steps below:

a) Contact our Customer Service Team by calling 0800 123 400 (+044 113 369 8040 from overseas) in order to arrange for our authorised courier to collect your Fine Jewellery & Watches on a nominated day pre10:30am service.

b) Take the delivery note that accompanied your Order and fill in the relevant sections to indicate which Product(s) you wish to return. Please be sure to indicate the quantity of a particular Product that you are returning to us as well as the reason for your return. Please select one of the appropriate “return codes” (as described on the delivery note) to indicate the reason for your return.

c) Having completed the delivery note, please be sure to include it in your returns package along with the relevant Product(s).

d) On the nominated collection date our authorised courier shall collect the Fine Jewellery & Watches from you and will ask for you to sign and confirm that the Products have been successfully collected.

13.7

If your Order was delivered to you within the EU (other than the UK) and you now wish to return it then please follow steps (a) and (b) as described in clause 13.5 above. After you have done this, please take the pre-paid “DHL Returns Form” and clear plastic envelope (both of which would have been provided in the original package containing your Order). Please then complete section 2 of the DHL Returns Form and place it inside the clear plastic envelope. Attach the clear plastic envelope, together with the returns address label (found at the bottom of your delivery note) to the outside of your returns package. Please then call your local DHL express courier to arrange a collection time that suits you. In order to find your local DHL express courier, visit www.dhl.com and select your location.

13.8

Should you choose to return your Order through any other process (including a different carrier or postal service), then any cost associated with that, as well as the risk, loss or damage to your Order shall be borne by you.

Process and payment for returning a Non-EU Order by post

13.9

If your Order was delivered to you outside the EU and you now wish to return it, please review the delivery note and retrieve the clear plastic envelope found in your Order’s original delivery parcel. Please be aware that this delivery note asks for information in order for UK customs to pass your Order through as a return, so it is really important that you complete it accurately and in full. To complete the delivery note, please that ensure you:

a) Identify which Product(s) in your Order you want to return.

b) Cross out any Product(s) you are not returning.

c) For the Product(s) you are returning, fill in the “Quantity returned” and “Return value” fields which are left blank for you (this is in case you purchased a multiple number of the same Product).

d) Fill in the “Return code” field which can be found on the reverse of the delivery note.

13.10

After you have filled in the delivery note, place it in the clear plastic envelope that you received your Order and attach it to the outside of your returns package.

13.11

If the steps outlined above are not followed, in particular if the delivery note is not completed in full and attached to the outside of your returns package using the enclosed clear document envelope (as described in clause 13.10), this may result in a loss or delay to us receiving your returned Product(s). We will not be able to process a refund until we have received your returns package.

13.12

We will pay for the cost of returning any Order that was originally delivered to a non-EU country provided you follow the process outlined in clauses 13.9 and 13.10 above.

13.13

13.14

You can also return your Order to a Togrou store. Please ensure that you bring the delivery note that you got with your Order and your payment card (unless you paid by gift card, e-voucher or PayPal or Alipay) when returning an Order to one of our stores. Please note, Christian Louboutin orders cannot be returned in store, they can be returned via our complimentary courier service or by complimentary Royal Mail returns. Please note we will not reimburse any costs incurred by you in returning your Order to one of our stores.

Fine Jewellery & Watches – Returns

13.15

Orders relating to certain fine jewellery and watches brands (for example De Beers, Bulgari, Chopard and/or Chanel) Products can either be returned to their respective boutiques in our London, Oxford Street store or (where the customer has a UK address) via our complimentary courier service. Orders for Cartier Products that are sent via our complimentary courier service can only be returned by the complimentary courier service and cannot be returned to our London, Oxford Street store.

13.16

For those customers returning these items via our complimentary courier service, please follow the steps below:

a) Contact our Customer Service Team by calling 0800 123 400 (+044 113 369 8040 from overseas) in order to arrange for our authorised courier to collect your Products on a nominated day pre10:30am service

c) Having completed the delivery note, please be sure to include it in your returns package along with the relevant Product(s).

d) On the nominated collection date our authorised courier shall collect Products from you and will ask for you to sign and confirm that the Products have been successfully collected.

13.17

The Real Flower Company, Philippa Craddock Flowers and Flowerbx guarantee bouquets for five (5) days from delivery provided that the care instructions are followed. In the unlikely event that your flowers have been damaged in transit, please keep the flowers and contact our Customer Services Team or call 0800 123 400 (overseas callers +44 113 369 8040) within 24 hours. They will not be liable for claims reported outside of this time. Where possible we will replace the damaged flowers or offer a full refund to you or the purchaser.

Refunds policy

Refunds on UK and EU Orders

14.1

Within fourteen (14) days of us receiving your Order back by post, or receiving proof from you that your Order was returned to us, we will refund you the original purchase price and delivery charge for your Order, provided that you return the Product(s) to us in a saleable condition.

14.2

Refunds will be issued back to you as follows:

a) If you paid for your Order using a credit or debit card then your refund will be made back to the same card irrespective of whether you return your Order via post or to one of our stores. This will appear in your account within five (5) days depending on your card issuer.

b) If you paid for your Order using your PayPal or Alipay account and you return it in store, you can either get a refund on a gift card or we can arrange for your Order to be returned to Togrou delivery centre and your refund will be made back to your PayPal or Alipay account (this may take up to 10 days). If you return by post then your refund will be processed back to your PayPal or Alipay once we receive and process the Order.

c) If you paid for your Order using a gift card or e-voucher and returned it to us via post, then the refund will be made back to you via an e-voucher. Alternatively, if you paid for your Order using a gift card or e-voucher and returned it to one of our stores, then your refund will be given back to you on a gift card.

d) If you paid for your Order using a gift card or e-voucher as well as your credit or debit card, then any refund for that Order will be made back in the same amounts to the same payment methods that you used when originally placing your Order, with priority given to your credit or debit card. This means that if you placed an Order for £100 but used a £50 gift card, with the remainder paid for using your debit card, then you will receive a £50 refund to your debit card and a £50 refund to a gift card (if you returned your item to store) or e-voucher (if you returned your item via post). Alternatively, if you bought two items totalling £100 (one being £60 and the other £40) and you paid for these using a £50 gift card, with the remainder paid for using your debit card, then if you wanted to return the item worth £60 this would mean that you would receive a £50 refund to your debit card and a £10 refund to a gift card or e-voucher (subject to how you returned the item to us).

14.3

Subject to the delivery option that you selected when first placing your Order (for more information, see Dispatch and Delivery), we will also refund you one of the following:

a) If you chose and paid for Standard Delivery of your Order, then we will refund you the full cost of this.

b) If you chose and paid for either Nominated/Next Day or Same Day delivery of your Order, then it is at our sole discretion as to whether we refund you this delivery charge. At the very least you will be refunded the cost of what the Standard Delivery for your Order would have been.

c) Please note that if you chose our ‘Click & Collect’ service, there would have been no delivery charge for your Order and so no refund for delivery will be necessary.

d) If you are only returning part of your Order which was delivered to the same address, then there will be no refund for delivery.

14.4

In order to arrange for a refund of an original delivery charge (as outlined above), please contact our Customer Services Team or call 0800 123 400 (overseas callers +44 113 369 8040).

Refunds on a Non-EU Order

14.5

If you placed your Order online and paid for it to be delivered to a Non-EU country, then within fourteen (14) days of receiving your Order back by post we will refund you the original purchase price for your Order, provided that you return the Product(s) to us in a saleable condition. Please note that we will not refund the original delivery charge or any applicable local customs duties charged to you at checkout and paid to your local customs authority. Certain countries permit refunds of customs duties paid on Products you subsequently return. However, you will need to apply to your local authority to process that.

Promotional discounts and refunds

14.6

If a promotional discount applied to your Order originally, then the same discount will be applied to each Product of your Order that you return. This means that you will only be refunded the amount that you originally paid for your Order or any given Product. Further, any free promotional gift given with an Order must also be returned if you are returning the Product(s) to which the gift related. When returning discounted products online, the usual 28-day returns policy applies to allow you time for returning the products. However, when returning discounted products in store, you have seven (7) days to return your product(s) from when you purchased it in store.

Liability and Indemnity

15.1

If the fulfilment of an Order (or any aspect of it) would be illegal or unlawful, including by reason of breach of export controls or sanctions rules, or you fail any of our fraud detection or anti money laundering detection checks, Togrou has the right to stop or cease to fulfil the Order (or part thereof) at any time and shall incur no liability in such circumstances.

15.2

You have certain rights as a customer, including legal rights relating to faulty or misdescribed goods. For further information about your legal rights, contact your local authority Trading Standards Department or Citizen’s Advice Bureau. Nothing in these Terms and Conditions will affect these legal rights and, in particular, we will perform our obligations under these Terms and Conditions with reasonable care and skill.

15.3

Any Orders delivered to you will be of satisfactory quality. However, if we deliver an Order that is not of satisfactory quality, you can:

a) contact us for a full refund within thirty (30) days of delivery; or

b) contact us for a repair or replacement.

15.4

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 direct, special, incidental, indirect or consequential damages including loss of profit, loss of opportunity or any losses related to any business including (without limitation) lost data, earnings or business interruption that result from the use of, or the inability to use, the material or Content on the Platforms, a Product, or the conduct of other Users of the Platforms, even if Togrou has been advised of the possibility of such damages.

15.5

You agree to fully indemnify, defend and hold harmless Togrou, our agents, officers, directors, employees and suppliers, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of these Terms and Conditions by you or any other liabilities arising out of your use of the Platforms, or the use by any other person accessing the Platforms using your Togrou Account and/or your Personal Information.

15.6

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

General

16.1

We may change these Terms and Conditions at any time. If any clause of these Terms and Conditions shall be deemed unlawful, void or for any reason unenforceable, then that clause shall be deemed severable from the Terms and Conditions and shall not affect the validity and enforceability of the remainder of these Terms and Conditions which shall continue to have full force and effect.

16.2

We will not be responsible to you for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control.

16.3

If you breach these Terms and Conditions and we take no action we will still be entitled to use our rights and remedies in other situations where you are in breach. No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any clause of these Terms and Conditions.

16.4

The Platforms may only be used for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Platforms and any transactions conducted on or through the Platforms. These Terms and Conditions are governed by English law and are subject to the exclusive jurisdiction of the English courts.

16.5

The provisions of the Contracts (Rights of Third Parties) Act 1999 are expressly excluded from these Terms Conditions such that no third party may claim any rights under these Terms and Conditions.

16.6

Applicable laws require that some of the information or communications we send to you should be in writing. When using the Platforms, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on the Platforms. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.

16.7

These Terms and Conditions govern our relationship with you and supersede any and all preceding and contemporaneous agreements between you and Togrou. Any waiver of any provision of the Terms and Conditions will only be effective if in writing and signed by a Director of Togrou. You confirm that, in agreeing to accept the Terms and Conditions, you have not relied on any representation save insofar as the same has expressly been made a clause of these Terms and Conditions and you agree that you shall have no remedy in respect of any representation. Your statutory tights are not affected by these Terms and Conditions.

Comments and Complaints Procedure

17.1

Please contact us if you have any comments or complaints by contacting our Customer Services team or by calling +1.9037251743. We will always endeavour to resolve any dispute as swiftly as possible.

Our details

18.1

Togrou office is 1850 Hall Place,Rosewood, TX US. Our call centre details are: telephone +1.9037251743

Christmas delivery

Any order received without a specified date will be delivered in time for Christmas between 1 to 23 December. We are unable to deliver on Sundays or Bank Holidays. See our last online order dates for Christmas here.

Delivery of gifts containing fresh food

All gifts containing fresh food and cheese will be freshly packed and available for delivery from Thursday 14 December. Fresh food cannot be delivered on a Monday, as we cannot guarantee that items will remain fresh during transit over the weekend. Please ensure that the recipient is available to receipt their gift as we are unable to attempt re-delivery.

Out of area deliveries

We deliver to Scottish Highlands, Western Isles, Shetland Island, Orkney Islands, Isle of Wight and the Isle of Man, however, please allow an additional five (5) days for standard delivery. We regret to say that we are unable to deliver fresh goods to these locations. For delivery to Jersey and Guernsey, see international deliveries.

International deliveries

Some of our hampers can be shipped worldwide, subject to the import restrictions of the destination country. Please also be aware that the price of a Product may change at checkout if it is subject to any taxes, duties, fees, levies or delivery charges applied in the country you have selected for delivery of your Order.

Efficient delivery

To make sure we can meet our high delivery standards, please make sure you give to accurate delivery address details, including recipient’s postcode and telephone number.

Greetings

Make it special with a personal greeting, free of charge. Write a message up to 300 characters long and we will include it in their hamper.

Information
Company Name: Bin Estrella GmbH

Company Number: 06411000

Address: PALLASWIESENSTRASSE 180 64293,DARMSTADT’, Germany

(Please kindly note that this is not a returning address.)

If you have questions, please email us at sales@togrou.com

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