Terms & Conditions

By making a purchase you are trading with Trinny London. Trinny London is TRINNY LONDON LIMITED, whose registered office is Floor 2, 5 Jubilee Place, SW3 3TD London. Trinny London LTD © 2020. All rights reserved.

Goods supplied from the Website are supplied by TRINNY London Limited.
These are the terms and conditions on which we supply products to you.

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please email us at tlc@trinnylondon.com.

TRINNY London Limited is a company registered in England and Wales under company registration number 08964860. Our VAT number is GB184427687 and registered office is Floor 2, 5 Jubilee Place, SW3 3TD London.

Contact

• We would love to hear from you. You can contact us by emailing tlc@trinnylondon.com or by using our Live Chat service available Monday-Friday 9am to 5pm. If you would like to contact us by telephone, please request to do so via email.
• If we have to contact you we will do so by telephone or in writing to you at the email address or postal address you provided to us in your order.
• "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

Our contract with you

• To order products, please place them in your basket on the website. You will be offered the opportunity to review your basket before finally placing your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
• If we are unable to accept your order, we will inform you of this in writing and will refund you the price paid. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product, because we are unable to meet a delivery deadline you have specified or because we suspect fraudulent activity.
• We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
• Our website is intended for the promotion of our products in the UK. We may accept orders and ship to other countries, but we do not represent, warrant or guarantee that our products are compliant with applicable local laws.

Our products

• Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
• The packaging of the product may vary from that shown in images on our website.
• The products available on our website, including any samples, are for personal use only. You may not sell or resell any of the products.

Delivery

• The charges for delivery will be as displayed to you on our website here. Delivery charges will vary dependant on your location. Where delivery is to a country other than the UK, you will be liable for any customs or duties levied on the ordered products.
• When we will provide the products. During the order process we will let you know when we will provide the products to you. We will deliver them to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.
• We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and receive a refund for any products you have paid for but not received.
• If you are not at home when the product is delivered. We will deliver the products in accordance with the delivery option chosen by you when you place your order. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products.
• If, after a failed delivery to you, you do not re-arrange delivery or collect products as arranged we will contact you for further instructions and may charge you for further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may cancel the order.
• A product becomes your responsibility from the time we deliver the product to the address you gave us.
• You own a product once we have received payment in full. If you return a product then ownership of the product will return to us.
• Products arrive in popper bags for protection and safe delivery of items. These popper bags are free of charge, reusable and cannot be replaced or reissued, even if the popper bag arrives damaged.

YOUR ORDERS

A. Cancelling orders

• You may cancel your order for a reason set out below, in which case your contract with us will end immediately and we will refund you in full for any products which have been paid for in respect of the cancelled order:

1. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
2. there is a risk that supply of the products may be significantly delayed because of events outside our control;
3. we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
4. you have a legal right to end the contract because of something we have done wrong.

• We may cancel your order for a reason set out below, in which case your contract with us will end immediately and we will refund you in full for any products which have been paid for in respect of the cancelled order (although we reserve the right to deduct shipment costs):

1. you do not make any payment to us when it is due;
2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
3. we are unable to make delivery to you and you do not re-arrange delivery or collect products within a reasonable time.

B. Returns and exchanges
We hope you love your products as much as we do, but you have a right to return or exchange products if you change your mind or if what you have bought is faulty. We do not at present cover the cost of international returns.

For most products bought online you have a legal right to change your mind and receive a refund under the Consumer Contracts Regulations 2013. You do not have a right to change your mind in respect of products sealed for health protection or hygiene purposes if these have been unsealed after you receive them, or products which have been used. You have 14 days after the day you receive the products to change your mind and return the unused products.

If you would like to return them, please follow the instructions in the Returns section of the website. Products should be sent back to us in their original packaging, unused, within 14 days of receipt (unless the products are faulty or misdescribed, in which case the timelines set out in section C below will apply).

Please note that, unless products are faulty, we will not accept returns of products sealed for health protection or hygiene purposes if these have been unsealed after you receive them, or products which have been used.

Please post returns back to us at:
Trinny London Returns
ILG UNIT 2
SPACE GATWICK
FARADAY ROAD
CRAWLEY
RH10 9BJ
using the pre-paid label provided via the Royal Mail Returns Portal.

When you send back your products, please tell us whether you would like an exchange or refund. To help us improve our products, please use the returns form to tell us why you are returning the products. We aim to process all returns within 14 days of receipt by us.

• We will only exchange a product for the same product in an alternative shade. All exchanges are subject to availability.
• Where products are returned, we will refund you the price you paid for the products, by the method you used for payment. However, we may make deductions from the price, as described below. We will pay refunds within 14 days of our receipt of the products.
• If you are exercising your right to change your mind we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.

C. If there is a problem with a product
If you have any questions or complaints about the product, please contact us. You can email us at tlc@trinnylondon.com.
If goods are received as faulty or damaged on delivery, please contact us within 14 days.

We are under a legal duty to supply products that are in conformity with this contract. See the section below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

D. Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

• up to 30 days: if your goods are faulty, then you can get an immediate refund.
• up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
• up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

If you wish to exercise your legal rights to reject products you must post them back to us. Please use the returns process outlined in the Returns section of the website or email us at tlc@trinnylondon.com for assistance.

E. Price and payment
The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct.

• If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
• It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

We accept payment with all major credit and debit cards. You must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.
If you think an invoice is wrong please contact us promptly to let us know.

LOSS OR DAMAGE

Our responsibility for loss or damage suffered by you
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised in section D above; and for defective products under the Consumer Protection Act 1987.

We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

PERSONAL INFORMATION

How we may use your personal information
How we will use your personal information. We will use the personal information you provide to us:

• to supply the products to you;
• to process your payment for the products;
• if you have agreed to this, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us; and
• as otherwise set out in our Privacy Policy.

Other important terms

• Nobody else has any rights under an order. Each order is between you and us. No other person shall have any rights to enforce any of its terms.
• If a court finds part of these terms illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
• Even if we delay in enforcing a term, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking these terms, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
• Which laws apply and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

Paypal
Please note that our Paypal account is registered in the UK. Due to Australian payment regulations, if you choose to pay via Paypal when ordering in Australian dollars you will be charged a small transaction fee by your bank. We recommend you get in touch with your bank to learn more about international payment charges.

These Terms and Conditions, their subject matter and their formation are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction over these terms and that you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland this applies to either the Scottish or the English courts and if you live in Northern Ireland to either the Northern Irish or the English courts.

1. One ticket is valid for one attendee only and cannot be transferred to somebody else.

2. Tickets are valid only for the event to which it corresponds, and cannot be used to gain entry to any other event in a different location or on a different date.

3. The price of your ticket is redeemable only against products purchased during the event, and cannot be redeemed at a later date or in a different location.

4. Trinny London reserves the right to cancel an event at any time due to unforeseen circumstances.

5. You are entitled to a full refund if an event which you are due to attend is cancelled with less than a week’s notice. This refund will only cover the cost of the ticket, and will not include any extra costs incurred, such as travel or accommodation.

6. Trinny London reserves the right to amend these Terms and Conditions at its sole discretion.

Terms and conditions of event attendance

TRINNY London Limited (the "Company") is a company registered in England and Wales under company registration number 08964860 and registered office is Floor 2, 5 Jubilee Place, Chelsea, London, England, SW3 3TD.

By signing up to a Trinny London event, be it a makeover, masterclass, Match2Me speed dating or any other event that Trinny London holds from time to time it is likely that members of the Trinny London team will be capturing video footage and still images during the event. As a result of this, your name, likeness, image, voice, appearance, other personal data and/or performance may be being recorded and may form part of a show reel, video, promotion or product comprising such video footage and/or still images (the “Product”, which term shall include original footage/rushes, edited versions, including ‘behind the scenes’ and stand-alone instances). By signing up to a Trinny London event, you also agree to sign up to our mailing list, which you may opt out of at any time.

By signing up to these Terms and Conditions, you confirm that you are entering into the following agreement (the "Agreement") with the Company.

1. In consideration for my involvement in this Product, the sufficiency of which I hereby acknowledge, I hereby grant to the Company and its licensees on a perpetual, irrevocable, royalty-free, worldwide basis the exclusive right to edit, mix or duplicate and to use broadcast, publish, exhibit, market and otherwise distribute the Product in whole or in part. I accept that the Product may appear on your websites and social media channels and beyond that, the social media channels and media platforms of third parties.

2. I understand that the Producer, Client or their respective licensees will only process my personal data in accordance with relevant data protection legislation in force including at present the General Data Protection Regulation ((EU) 2016/679), the Data Protection 2018. I do not object to you: (a) storing copies of the Product together with my contact details and other personal data for as long as is necessary in order to fulfil the purposes for which the Product is obtained which have been communicated to me; and/or (b) uploading the Product to websites and social media channels, the domain for which may exist outside the European Economic Area. I understand that the transmission of information via the internet is not completely secure.

3. I have the sole and absolute right to enter into this Agreement and am not restricted by commitments to third parties. I understand that the Producer shall have no financial commitment or obligations to me under this Agreement and I agree not to make any claim now or in future against you.

4. This Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales and I irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

We may, from time to time, run promotions and these may take the form of bonus offers, such as gifts with purchase, discounts and other incentives. The particular form of promotion will be described with full details set out below, and in the communications (such as e-mails, landing pages and social media posts).

We reserve the right to refuse refunds/exchanges on orders placed by anyone considered to be acting fraudulently.

Cyber Weekend

1. The Cyber Weekend promotion is across all products with the following exclusions:
   1a. Gift cards
   1b. Virtual/in-store appointments
2. The Cyber Weekend promotion is as below:
   40% off:
   Eye2Eye in Sun, Chariot, Desire, Emperor, Empress, Faith, Lovers, Mystery, Queen, Strength, Victory and Lovers
   Flush Blush in Yassi
   Lash2Brow in Chestnut
   Lip Glow in Cordy, Honor, Indi, Lara, Lyla, Maddie, Mia and Thea
   Lip Love in Sacha
   Lip2Cheek in Cha Cha, Chloe, Freddie, Munchkin, Phoebe, Pia, Rossy, Sherin and Veebee
   Sheer Shimmer in Dido and Maiko
   The Right Light in Firelight, Starlight and Sunlight

30% off:
Boost Up full size. refill and mini
Energise Me full size and refill
Eye2Eye in Passion and Star
Find Your Balance full size and refill
Flush Blush in Electra and Reem
Just A Touch in Alexandria, Alison, Amelia, Anjoli, Ateh, Bambi, Bex, Cheryl, Connie, Elvira, Emma, Feds, Femi, Grace, Iris, Klara, Lily, Liv, Lulu, Marie, Oprah, Santa, Serrano, Trintron and Yas
Lash2Brow in Chocolate and Espresso
Lip Glow in Bella and Freya
Lip Treat
Lip2Cheek in Milly
Overnight Clarity full size and refill
Reveal Yourself full size, refill and mini
Sheer Shimmer in Neesha and Nicole
Tiptoe In refill

20% off:
Microneedle Cleaning Spray
Eye2Eye in Chalice, Chance, Fortune, Harmony and Trust
Sheer Shimmer in Aifric and Bunny
T-Brush Set
The Chelsea bag
The Chepstow bag
The Jubilee bag

10% off all other products, stacks and sets

3. No other discounts or offers can be applied during the Cyber Weekend sale with the following exclusions:
   3a. Advocate credit codes
   3b. Friend voucher codes
   3c. Sign-up code
4. The Cyber Weekend sale is available in-store and online
5. We are unable to exchange items purchased in the sale
6. There is no code required, the discount will be automatically applied at checkout
7. The Cyber Weekend sale will finish 2nd December 2024 at midnight
8. The Cyber Weekend promotion will only be valid during this time and the discount will not be awarded retrospectively or at any other time
9. Trinny London reserves the right to amend these terms and conditions and/or cancel the Cyber Weekend sale at its sole discretion

Archive Sale

1. The Archive Sale is ongoing but can be terminated at any time at the discretion of Trinny London

2. The Archive Sale is online only

3. Standard returns policy applies for the Archive Sale, please see Returns section of the website for full details

4. There is no code required, the discount is automatically applied

5. The Archive Sale is available while stocks last

6. Products purchased from the Archive sale will not count towards the threshold for promotional offers

7. Trinny London reserves the right to amend these terms and conditions and/or cancel the Archive Sale at its sole discretion

Free Chepstow bag on orders* over the following amount:

UK - £150
EU - €185
US - $210
AU - $250
DE - €185
CA - $220
NZ - $250
SE - 1700 kr

1. Free Chepstow bag cannot be returned or exchanged.

2. Free Chepstow bag cannot be awarded retrospectively.

*While stock lasts. Excluding gift cards and virtual appointments.

Free Chelsea bag on orders* over the following amount:

UK - £225
EU - €275
US - $300
AU - $400
DE - €275
CA - $380
NZ - $400
SE - 2600 kr

1. Free Chelsea bag cannot be returned or exchanged.

2. Free Chelsea bag cannot be awarded retrospectively.

*While stock lasts. Excluding gift cards and virtual appointments.

Free gift with email sign up

Sign up to our mailing list and get a free Better Off mini on all orders* over the following amount:

UK – £40
US – $50
EU – €45
DE – €45
AU – $75
CA – $65
NZ - $80
SE - 500 kr

*Excluding gift cards and virtual appointments. While stocks last.

1. Free Better Off mini can only be claimed with online orders.
2. Individual must be a first-time customer and not already be signed up to our mailing list to claim free Better Off mini.
3. If you fail to enter your code at the checkout this offer cannot be awarded retrospectively.
4. Only one code can be used at any time.
5. Free Better Off mini can’t be exchanged for an alternative product or shade, or be returned.
6. Free Better Off mini will not increase your order value to help qualify for free delivery.
7. The value of your Better Off mini can’t be deducted from your order total in exchange for not receiving your gift.
8. The email address used to sign up for our mailing list must be the email address used to claim free Better Off mini and place order.
9. Free Better Off mini code is valid for three months once received.
10. Individual must sign up via the pop-up on the website to receive free Better Off mini code.
11. Trinny London reserves the right to deny free Better Off mini/cancel suspected fraudulent use
12. Trinny London reserves the right to amend these Terms and Conditions and/or cancel the free gift with email sign up at its sole discretion.

Free AU Standard Delivery on orders over $100

1. Gift Cards are exempt from the offer of free delivery on orders over $100.
2. Trinny London reserves the right to amend these Terms and Conditions at its sole discretion.
3. Trinny London is TRINNY LONDON LIMITED, whose registered office is Floor 2, 5 Jubilee Place, Chelsea, London, England, SW3 3TD.

Trinny London LTD © 2021. All rights reserved.

1. These terms apply to individuals who are accessing the Refer a Friend program online as referrer (“Advocate”) and referred customer (“Friend”)

2. The Refer a Friend program applies to online orders only

3. Friend will receive a free full-sized Eye2Eye T-Tone with their first purchase of $50 or more. The following limitations apply:
   3a. A free Eye2Eye T-Tone can only be claimed on the first online purchase for a new customer
   3b. Friend voucher codes cannot be used in combination with any other codes
   3c. Friend voucher codes may be used when site-wide sales and offers are held where a second code isn't required
   3d. This offer cannot be applied retrospectively
   3e. Friend voucher code cannot be used when purchasing gift cards or booking virtual appointments

4. The Advocate will receive a reward that can be claimed on a purchase of $50 or more. The following limitations apply:
   4a. Only one advocate code can be used per purchase
   4b. Advocate codes cannot be used in combination with any other codes
   4c. Advocate codes may be used when site-wide sales and offers are held where a second code isn't required
   4d. Advocate will receive their reward once their referred friend has made a qualifying purchase on-site and claimed their free Eye2Eye T-Tone
   4e. Advocate code will be available immediately once the referred friend places their qualifying order
   4f. This offer cannot be applied retrospectively
   4g. Advocate code cannot be used towards virtual appointments and gift cards
   4h. Trinny London reserves the right to withhold the advocate code if our system detects fraudulent activity ie. an individual attempts to claim both friend voucher code (equating to free Eye2Eye T-Tone) and advocate code
   4i. Advocate cannot refer themselves to receive a friend voucher code (equating to a free Eye2Eye T-Tone)

5. Advocate will receive an email confirming their referral code has been used and will receive a reward code which can be claimed on a purchase of $50 or more. Advocate must apply code to the promotional box on the checkout page

6. Friend will get a free full-sized Eye2Eye T-Tone with their first purchase of $50 or more. Friend must submit email address to receive code, and must apply code to the promotional box on the checkout page

7. The same email address the Friend uses to claim the code must be used at checkout to redeem the free Eye2Eye T-Tone

8. Advocates who share the same email address, billing address or shipping information with their friend, will not qualify for an advocate credit code

9. Advocate must agree that when sharing reward codes, they will always tell friends that a reward will be received from Trinny London if they make their first qualifying purchase using advocate's link

10. Trinny London reserves the right to amend these Terms and Conditions and/or cancel the Refer a Friend program at its sole discretion

From time to time we may offer three free samples with every order. These can be chosen at the checkout stage and will be subject to availability.

1. Samples must be added to your order at checkout. We are unable to issue samples retrospectively once an order has been submitted.
2. You can select up to three samples per order. Only one of each sample can be added per order.
3. Customers can only choose from the samples available at checkout.
4. Samples are subject to availability.
5. Samples can only be sent out in conjunction with an order.
6. Free samples are not eligible for refunds or exchanges. Please use our Match2Me service to help select the right shades that are perfectly suited to your colouring.
7. Each individual sample is 0.45g.
8. Orders containing only giftcard are not eligable for samples.
9. Trinny London reserves the right to amend these Terms and Conditions and/or cancel the promotion at its sole discretion. Other restrictions may apply.

We (Trinny London) is TRINNY LONDON LIMITED, whose registered office is Floor 2, 5 Jubilee Place, Chelsea, London, England, SW3 3TD.
Trinny London LTD © 2020. All rights reserved.

Redemption:

1. Shop the website, adding your desired product(s) to your bag.
2. When you are ready to checkout, enter the code on your gift card email or physical gift card at the payment stage of checkout under the section ‘Add a gift card’. Enter the gift card code and select ‘Apply’.
3. Continue and complete the checkout as normal.

Terms and conditions:

1. Gift cards are available in the following currencies: GBP, USD, AUS, EUR.
2. Gift cards are redeemable on products online only and can only be redeemed in the currency that they have been purchased.
3. Gift cards cannot be used to book virtual/in-store appointments.
4. Gift cards are available in physical format and as an E-Card. E-Cards will be issued to the purchaser who can then forward the E-Card to the recipient.
5. We are unable to cancel or refund any gift card.
6. If you lose or delete your gift card please contact Trinny London Care tlc@trinnylondon.com.
7. Once the gift card has been purchased we are unable to alter the value.
8. Once the gift card runs out we are unable to top it up. You will be required to purchase another.
9. You are able to check the balance of your gift card by logging into your account. Alternatively, you can also contact Trinny London Care.
10. Trinny London reserves the right to amend these Terms and Conditions at its sole discretion.
    If you require any further assistance from us, please contact the Trinny London Care team.
    Trinny London LTD © 2020. All rights reserved.