Terms & Conditions

WEBSITE TERMS OF USE

Please read these website terms of use ("these terms") carefully as they govern your use of www.trinnylondon.com ("our website"). By accessing or using our website, you are acknowledging that you have read, understand and agree to be bound by these terms.

By using our website you accept these terms

By using our website, you confirm that you accept these terms of use and that you agree to comply with them. If you do not agree to these terms, you must not use our website. We recommend that you print a copy of these terms for future reference.

There are other terms that may apply to you

These terms of use refer to the following additional terms, which also apply to your use of our website:

  • Our Privacy Policy, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our website, you consent to such processing and you warrant that all data provided by you is accurate.
  • Our Cookie Policy, which sets out information about the cookies on our website.
  • If you purchase goods from our website, our Terms and Conditions of Supply will apply to the sales.

We amend these terms from time to time. Every time you wish to use our website, please check these terms to ensure you understand the terms that apply at that time.

We may update and change our website from time to time to reflect changes to our products or services, our users' needs and our business priorities.

We may make suspend or withdraw our website. Our website is made available free of charge. We do not guarantee that our website, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our website for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.
Our website is directed to people residing in the United Kingdom. We do not represent that content available on or through our website is appropriate for use or available in other locations.

You must keep your account details safe. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at hello@trinnylondon.com.

How you may use material on our website. We are the owner or the licensee of all intellectual property rights in our website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our website for your personal use and you may draw the attention of others within your organisation to content posted on our website.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of content on our website must always be acknowledged.
You must not use any part of the content on our website for commercial purposes without obtaining a licence to do so from us or our licensors.
If you print off, copy or download any part of our website in breach of these terms of use, your right to use our website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

Information on this website is for general information only. The content on our website is provided for general information only. We take reasonable care to ensure that all details, descriptions, images and prices of products appearing on the website are correct, but we do not represent, warrant or guarantee that information on our website is complete, accurate or up to date. No content on our website is intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our website.

We are not responsible for websites we link to. Where our website contains links to other websites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.
We have no control over the contents of those websites or resources.

User-generated content is not approved by us. This website may include information and materials uploaded by other users of the website, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on our website do not represent our views or values.
If you wish to complain about information and materials uploaded by other users please contact us at hello@trinnylondon.com.

Our responsibility for loss or damage suffered by you. 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 and for fraud or fraudulent misrepresentation.
Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products to you, which will be set out in Terms and Conditions of Supply.

If you are a business user :

  • We exclude all implied conditions, warranties, representations or other terms that may apply to our website or any content on it.
  • We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
    • use of, or inability to use, our website; or
    • use of or reliance on any content displayed on our website.
  • In particular, we will not be liable for:
    • loss of profits, sales, business, or revenue;
    • business interruption;
    • loss of anticipated savings;
    • loss of business opportunity, goodwill or reputation; or
    • any indirect or consequential loss or damage.

If you are a consumer user:
Please note that we only provide our website for domestic and private use. You agree not to use our website for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Uploading content to our website. Whenever you make use of a feature that allows you to upload content to our website, or to make contact with other users of our website, you must comply with the content standards set out in our Rules in respect of Acceptable Use below.
You warrant that any such contribution does comply with those standards, and you will be liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.
Any content you upload to our website will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us and other users of our website a limited licence to use, store and copy that content and to distribute and make it available to third parties. The rights you license to us are described in Rights you are giving us to use material you upload below.

We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our website constitutes a violation of their intellectual property rights, or of their right to privacy.
We have the right to remove any posting you make on our website if, in our opinion, your post does not comply with the content standards set out in our Acceptable Use Policy.

You are solely responsible for securing and backing up your content.

Rights you are giving us to use material you upload

When you upload or post content to our website, you grant us a perpetual, worldwide, non-exclusive, royalty-free, transferable licence to use, reproduce, distribute, prepare derivative works of and display your content in connection with the services provided by our website.
We are not responsible for viruses and you must not introduce them
We do not guarantee that our website will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programmes and platform to access our website. You should use your own virus protection software.
You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our website, the server on which our website is stored or any server, computer or database connected to our website. You must not attack our website via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our website will cease immediately.

Rules about linking to our website

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link to our website in any website that is not owned by you.
Our website must not be framed on any other website, nor may you create a link to any part of our website other than the home page.
We reserve the right to withdraw linking permission without notice.
The website in which you are linking must comply in all respects with the content standards set out in our Rules in Respect of Acceptable Use below.
If you wish to link to or make any use of content on our website other than that set out above, please contact hello@trinnylondon.com.

Rules in Respect of Acceptable Use

A. Use of our website

You may use our website only for lawful purposes. You may not use our website:

  • In any way that breaches any applicable local, national or international law or regulation.
  • In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.
  • For the purpose of harming or attempting to harm minors in any way.
  • To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards below.
  • To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
  • To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

You also agree:

  • Not to reproduce, duplicate, copy or re-sell any part of our website in contravention of the provisions of these terms.
  • Not to access without authority, interfere with, damage or disrupt any part of our website, any equipment or network on which our website is stored, any software used in the provision of our website, or any equipment or network or software owned or used by any third party.

B. Interactive services

We may from time to time provide interactive services on our website, including chat rooms and bulletin boards ("interactive services").

Where we do provide any interactive service, we will provide clear information to you about the kind of service offered, if it is moderated and what form of moderation is used (including whether it is human or technical).

We will do our best to assess any possible risks for users from third parties when they use any interactive service provided on our site, and we will decide in each case whether it is appropriate to use moderation of the relevant service (including what kind of moderation to use) in the light of those risks. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on our website, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.

The use of any of our interactive services by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to use an interactive service that it is important that they communicate with their children about their safety online, as moderation is not fool proof. Minors who are using any interactive service should be made aware of the potential risks to them.

Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.

C. Our content standards

These content standards apply to any and all material which you contribute to our website ("Contribution"), and to any interactive services associated with it.

The content standards must be complied with in spirit as well as to the letter. The standards apply to each part of any Contribution as well as to its whole.

We will determine, in its discretion, whether a Contribution breaches the content standards.

A Contribution must be accurate (where it states facts), be genuinely held (where it states opinions), comply with the law applicable in England and Wales and in any country from which it is posted.

A Contribution must not:

  • Be defamatory of any person or be obscene, offensive, hateful or inflammatory.
  • Promote violence, sexually explicit material or discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
  • Infringe any copyright, database right or trade mark of any other person.
  • Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
  • Promote any illegal activity or be in contempt of court.
  • Be threatening, abuse or invade another's privacy, or cause annoyance, inconvenience or needless anxiety.
  • Be likely to harass, upset, embarrass, alarm or deceive any other person.
  • Impersonate any person, or misrepresent your identity or affiliation with any person.
  • Give the impression that the Contribution emanates from us, if this is not the case.
  • Advocate, promote, incite any party to commit, or assist any unlawful or criminal act such as (by way of example only) copyright infringement or computer misuse.
  • Contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism.
  • Contain any advertising or promote any services or web links to other sites.

D. Breach of these Rules in Respect of Acceptable Use

When we consider that a breach of these rules in respect of acceptable use has occurred, we may take such action as we deem appropriate.

Failure to comply with these rules in respect of acceptable use constitutes a material breach of these terms upon which you are permitted to use our website, and may result in our taking all or any of the following actions:

  • Immediate, temporary or permanent withdrawal of your right to use our website.
  • Immediate, temporary or permanent removal of any Contribution uploaded by you to our site.
  • Issue of a warning to you.
  • Legal proceedings against you.
  • Disclosure of such information to law enforcement authorities as we reasonably feel is necessary or as required by law.

We exclude our liability for all action we may take in response to breaches of these rules in respect of acceptable use. The actions we may take are not limited to those described above, and we may take any other action we reasonably deem appropriate.

Which country's laws apply to any disputes?
If you are a consumer, these terms of use, 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 except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.
If you are a business, these terms of use, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

Our trade marks are registered
"TRINNY LONDON" and "MATCH2ME" are UK registered trade marks of Trinny London Limited. You are not permitted to use them without our approval, unless they are part of material you are using as permitted under How you may use Material on our Website.

TERMS AND CONDITIONS OF SUPPLY

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 hello@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 Cambridge House, 16 High Street, Saffron Walden, Essex, CB10 1AX.

Contact

  • You can contact us by telephoning our customer service team at +44 (0) 20 3893 3251 or by writing to us at hello@trinnylondon.com or TRINNY London Limited, Cambridge House, 16 High Street, Saffron Walden, Essex CB10 1AX.
  • If we have to contact you we will do so by telephone or by 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.

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 our 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 or misdescribed.

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 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 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 or misdescribed, 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 Limited, International Logistics Group, Logistics House, Unit A Hills Road, Birches Industrial Estate, EAST GRINSTEAD, RH19 1XZ 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 telephone our customer service team at +44 (0) 20 3893 3251 or email us at hello@trinnylondon.com or write to us at TRINNY London Limited, Cambridge House, 16 High Street, Saffron Walden, Essex CB10 1AX.
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 call customer services on +44 (0) 20 3893 3251 or email us at hello@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.

LAW

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.