Terms & Condition
Welcome to www.chrischau.co.uk. By using the Website you agree to be bound by these Terms and Conditions and any Orders placed by you are bound by these Terms and Conditions. Given this, please be sure to read and make sure you understand the Terms and Conditions prior to placing an Order with us.
The Website is provided solely for your personal use. You may not use the Website for any commercial purpose. We reserve the right, at our sole discretion, to change, modify, add, amend or remove any part of these Terms and Conditions from time to time and it is your responsibility to check these Terms and Conditions from time to time for changes. We may modify or withdraw, temporarily or permanently; the Website (or any part of it) and we shall not be liable to you or any third party for any modification to or withdrawal of the Website. If you do not agree to our right to change the Website or the Terms and Conditions from time to time, please do not use the Website.
Please note that these Terms and Conditions do not affect your statutory rights as a consumer.
All text, graphics, photographs, logos, trademarks, artwork, sounds, music, user interfaces, visual interfaces and computer code (the "Content") belongs to Chris Chau (or is licensed to Chris Chau). This Content includes, but is not limited to, the design, structure, selection, coordination, expression, 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 Chris Chau's prior written permission.
You agree that any information you submit to the Website including Personal Information shall not be misleading and shall be true and accurate in all respects. If you submit to the Website any communication, idea or mate Chris Chau’s property and you agree that anything you submit shall not infringe any right of any third party, nor contain anything libellous or otherwise unlawful, abusive or obscene nor constitute an invasion of privacy. As such, you are and shall remain solely responsible for the content of any submissions you make on the Website and we reserve the right to remove any material you have placed on the Website or to deny you access to the Website at any time in our sole discretion.
1. Product Descriptions on our Website
We will try our best to take reasonable care to ensure that all Product Descriptions are correct at the time when the relevant information was first entered onto the Website. 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.
2. Product Availability
The Website features Products that have been carefully selected for sale on the Website. Products are subject to availability so once a Product has sold out it will be taken off the Website at the earliest opportunity and may not be available again. 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 Chris Chau 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.
If products that you order are out of stock, we will contact you and may cancel the whole or part of your order. Substitutions will only be made with your prior consent. If a replacement product has a higher price, you will be liable to pay for the difference in price. If we are unable to contact you, we may cancel the whole order or the relevant part of the order and process the remainder of the order at our discretion.
3. Pricing Policy
For Online Orders delivered to the UK, we only accept payment in UK Pounds Sterling. If you choose to pay using a payment card with a foreign currency-denominated account for a UK delivery, the payment will be taken in UK Pounds Sterling. Your payment card issuer will then convert the UK Pounds Sterling value, using their foreign exchange rates.
Product prices shown on the Website (irrespective of which currency you choose to pay in) may change from time to time, for example, if the applicable currency exchange rate changes before your Order is accepted or the Product you are ordering is subject to a promotional discount or offer which is either applied or withdrawn during the selling period. 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.
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. Order process
Chris Chau will try our best to take 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 Website.
The technical steps to place your Order and create a contract of sale between you and Chris Chau are, as follows:
a) You place an Order on the Website by pressing the 'Check Out' 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 Website.
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 despatch confirmation email. 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 or make it available for collection on the date and time nominated by you.
We shall be entitled to supply Products ordered as part of one Order in instalments and each instalment shall be deemed to constitute a separate contract between you and us. This may mean that Products are dispatched or available for collection separately. We also reserve the right to supply only part of an Order.
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) There is a system or procurement failure;
e) You fail our customer validation checks; or
f) 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.
5. Payment and payment methods on the Website
You can currently pay in British Pounds.
We accept payment for Orders by Maestro, MasterCard, Visa, Visa Debit, American Express, PayPal, Alipay, gift cards and e-vouchers. Gift cards and e-vouchers can only be used for orders in British Pounds.
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.
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.
6. VAT and Non-EU Customs
All Product prices shown on the Website 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 Chris Chau to the relevant local customs authorities.
You will be the importer for the international delivery of your Order (i.e. any Order delivered to a country other than the HK). Therefore, before placing an Order, it is your responsibility to import comply to check that the Products you are planning 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.
7. Promotional discounts, e-vouchers and gift cards
Any coupon, discount, offer or promotional discount offered on the Website is valid only for use as part of a purchase made via the Website, unless otherwise stated and subject to availability.
Chris Chau’s gift cards can be used to purchase Products via the Website or over the telephone. Chris Chau’s e-vouchers can only be used to purchase Products via the Website.
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. In order to use your e-voucher please make sure that the total value of the Products you are purchasing is equal to or greater than the value of the e-voucher.
When redeeming a gift card via the Website 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 Website, 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.
If you want to return Products that you purchased via the Website using either a gift card or e-voucher, then if you return the Product via post, then your refund will be placed on an e-voucher and emailed to you. This does not affect your statutory rights.
If your gift card becomes accidentally damaged or if you have any issues with using your gift card or e-voucher, please contact Chris Chau’s Customer Services.
Gift cards and e-vouchers can only be used for orders in British Pounds.
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 cannot be liable for the delivery of your Order to the wrong address or the wrong person as a result of you supplying us with incomplete or inaccurate information.
All parcels will be delivered by us and will require a signature on delivery.
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), Chris Chau shall not be held liable for any items which are lost, damaged or delayed.
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.
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.
International Delivery Charges
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.
International Delivery Lead Times
Delivery lead times of your Order to an international address will vary according to its destination. Please see our international delivery section for more information.
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. Chris Chau 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.
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. Chris Chau 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.
9. Returns Policy
Products ordered online or by phone may be returned for a refund or exchange if they are returned unused and in their original condition. You must notify us within 14 days of receipt of your order and provide a proof of purchase. Returns/exchanges are subject to exclusions and restrictions that are listed below.
If you believe your products are faulty(mis-shipped products, colour errors and damaged products), please contact our Customer Service team.
The following products cannot be returned:
• products that are personalised, bespoke, altered or otherwise made to your specification
• beauty products and fragrances
• certain accessories (hosiery and pierced earrings)
• underwear, nightwear
• any other items designated as non-refundable at the time of purchase
Products must be returned in a saleable condition meaning that they must be unused and in their original packaging with garment tags and any other security devices or seals still attached and intact. 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.
How to return an item
Process and payment for returning an Order by post
If you now wish to return your order then please follow the steps below:
a) Please submit a return request at Contact Us within 14 days of receiving your Order. Please indicate the reason and photographs for verification.
b) Once we have received your request, you will send you a return form. Please 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.
c) Please attach the return form outside of your return package. Please note that Chris Chau’ cannot be liable for any Products that go missing as a result of your failure to use this label.
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.
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.
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 9.4), 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.
For complimentary returns via DHL, take the pre-paid 'DHL Returns Form' and clear plastic envelope (both included in your original Order package), complete section 2 of the DHL Returns Form, place it inside the clear plastic envelope and 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. Then call your local DHL express courier to arrange a collection at a time that suits you. In order to find your local DHL express courier, visit www.dhl.com and select your location.
10. Refunds policy
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. This will appear in your account within Fourteen (14) days depending on your card issuer.
b) If you paid for your Order using your Alipay account then your refund will be made back to your Alipay account irrespective of whether you return your Order via post. If you pay using your PayPal account then your refund will be made back to your PayPal account when ordering online, or on a Chris Chau gift card if returning by post.
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.
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 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.
In order to arrange for a refund of an original delivery charge (as outlined above), please contact our Customer Services Team.
Refunds on an Oversea
If you placed your Order online and paid for it to be delivered to an oversea 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
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.
Please note that when shopping online, reduced items follow the same 14 day refund policy.
11. Chris Chau Account, Personal Information and security
When you register for a Chris Chau Account, you warrant that:
a) The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and
b) You will notify us immediately of any changes to the Personal Information by contacting our Customer Services team.
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.
You are fully responsible for maintaining the confidentiality of your Chris Chau Account and Personal Information, and all activities that occur in relation to your Chris Chau Account and Personal Information. You agree to immediately notify us of any unauthorised use of your Chris Chau Account or Personal Information and, any breach of security or misuse, or suspected breach of security or misuse of such. Please ensure that you exit from your Chris Chau Account at the end of each session if you use a shared computer. We cannot and will not be liable for any loss or damage arising from your failure to comply with this clause.
12. Material and Activity Prohibited
Please choose carefully the material you post on the Website and which you provide to other Users. You must not misuse the Website. You will not: send or otherwise post unauthorised commercial communications to Users (such as spam); upload viruses, trojans, worms, logic bombs or other malicious code; corrupt data; cause annoyance to other Users; post material that is hateful, threatening, pornographic, or that contains nudity or graphic or gratuitous violence; use the Website to do anything unlawful, misleading, malicious or discriminatory; facilitate or encourage any violation of these Terms and Conditions.
We reserve the right, in our sole discretion, to reject, edit or refuse to post any material and to remove any material from the Website, whether or not the material is expressly prohibited by these Terms and Conditions, or to restrict, suspend, or terminate your access to all or any part of the Website or your Chris Chau Account at any time, for any or no reason, with or without prior notice, and without liability.
a) Chris Chau advises you not to reveal your Personal Information to anyone else that would allow you to be identified, including but not limited to: telephone number, home address, business address, delivery address or email address.
b) Chris Chau reserves the right to close any Chris Chau Account if we believe a User is using proxy Internet Protocol addresses as a method to hide the use of multiple accounts or to disrupt the Website in any way. If you use multiple logins for the purpose of disrupting the Website we may take action against you and close your Chris Chau Account(s).
c) By submitting any material to us, you automatically grant Chris Chau a royalty-free, perpetual, exclusive right and license to use, modify, edit, adapt, publish, re-use, translate, distribute, perform and display such material in whole or part worldwide and/or to incorporate it in other works in any form, media, or technology now known or later developed.
d) You acknowledge that we are not obliged to publish any material submitted by you.
e) By submitting any material to us, you agree to use the Website in accordance with the Terms and Conditions.
f) If you fail to abide by the Rules you may be sent an email which informs you why your contribution has been refused or edited. This email will also include a warning that continuing to break the rules may result in action being taken against you or your Chris Chau Account(s). Action may include any material posted by you being checked before being allowed to go on the Website or a temporary or permanent suspension of your ability to participate in any or all of the Website.
g) Chris Chau reserves the right to edit or delete any contribution, or take action against any User, at any time, for any reason.
h) If you do not want to grant Chris Chau the permission set out above on these terms, please do not submit or share your contribution on the Website.
13. Linking to the Website
You must not establish any link to the Website 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 Website must not be framed on any other site, and you may not create a link to any part of the Website other than the home page.
14. Compliance with Laws
The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.
15. Liability and Indemnity
While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is 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 Website, or any transaction that may be conducted on or through the Website 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.
We make no warranty that the Website 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 Website. We will not be responsible or liable to you for any loss of material uploaded or transmitted through the Website.
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, Chris Chau 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.
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 Website, a Product, or the conduct of other Users of the Website, even if Chris Chau has been advised of the possibility of such damages.
The Website may also contain links to other websites, which are not operated by Chris Chau. When you activate any of these you will leave the Website and we have no control over, and will not accept any responsibility or liability in respect of, the material on any website which is not under our control.
You agree to fully indemnify, defend and hold us and our agents, officers, directors, employees and suppliers, harmless immediately on demand, 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 (including Rules) by you or any other liabilities arising out of your use of the Website, or the use by any other person accessing the Website using your Chris Chau Account and/or your Personal Information.
We may terminate your use of the Website immediately if we consider that you have breached these Terms and Conditions.
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 servants, agents or employees.
16. Comments and Complaints Procedure
Please contact us if you have any comments or complaints by contacting our Customer Services team .We will always endeavour to resolve any dispute as swiftly as possible.
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.
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.
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.
Chris Chau reserves the right to amend, remove or vary the Website, any page of the Website, any Content on the Website, or any service offered on the Website at any time and without notice.
18. Entire Agreement
These Terms and Conditions govern our relationship with you and supersede any and all preceding and contemporaneous agreements between you and Chris Chau. Any waiver of any provision of the Terms and Conditions will only be effective if in writing and signed by a Director of Chris Chau. 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.
The following definitions shall apply to these Terms & Conditions:
"e-vouchers" means an e-voucher issued and emailed to you by Chris Chau only;
"gift cards" means a gift card issued by Chris Chau only;
"Order" means an online transaction made by you via the Website 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 Website, such as your name, e-mail address, billing address, delivery address, telephone number, Product selections, credit card or other payment information and a password.
"Product" means a product displayed for sale on the Website.
"Product Description" means that part of the Website where certain terms and conditions in respect of 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.
" Chris Chau Account" means your personal customer account set up by you on the Website.
"Terms and Conditions" means these terms and conditions.
"We", "us" or " Chris Chau s" means Chris Chau Limited, as the context may require. Please note, that when arranging delivery of your Order, Chris Chau may instruct a third party courier or postal carrier to deliver it to you. However, Chris Chau 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 " Chris Chau ", will be taken to include such third parties.
"Website" means the website located at www.chrischau.co.uk or any subsequent URL which may replace it.
"UK" means, for the purposes of these Terms and Conditions, England, Wales, Scotland and Northern Ireland.
"Users" means the users of the Website collectively.
"You" means a user of this Website.