Consumer Goods Policy
Where to find information about us and our products
You can find everything you need to know about us, The Dessus Fashion Collection, and our products on our website before you order.
When you buy from us you are agreeing that:
- We charge you when we accept your order.
- We are not responsible for delays outside our control.
- Products can vary slightly from their pictures.
- You are responsible for making sure your measurements are accurate.
- If you bought online, you have a legal right to change your mind.
- You have rights if there is something wrong with your product.
- We can withdraw products.
- We use your personal data as set out in our Privacy Notice.
- You have several options for resolving disputes with us.
- Other important terms apply to our contract.
We charge you when you order
We will take payment for your order as soon as we have accepted the same.
We are not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control, such as force majeure, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay. If the delay is likely to be substantial, you can contact our Customer Service Team to cancel the order and receive a refund for any products you have paid for in advance, but not received.
Products can vary slightly from their pictures
A product’s true colour may not exactly match that shown on your device or its packaging may be slightly different. Because our products are handmade, all sizes and measurements indicated on our website can be out by up to 5-10% to allow for minor discrepancies of colours between digital displays and actual product.
You are responsible for making sure your measurements are accurate
If we are making the product to measurements you provide, you are responsible for making sure those measurements are correct. You can find information and tips on how to measure on our website or contact our Customer Service Team.
You have a legal right to change your mind
Your legal right to change your mind: For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.
Our goodwill guarantee: In addition, we, Dessus Fashion Ltd, offer our UK customers a goodwill guarantee to provide customers with additional reassurance and support beyond standard policies. If our product is defective, of an unsatisfactory quality or you have any other reasonable concerns, we will give 30 days from the date of purchase. Depending on the fault, we would consider an exchange, store credit, repair or refund. To fulfil the goodwill guarantee, the customer will have to show proof of purchase and understand the limitations and exclusions in applying for goodwill, such as damage caused by misuse or normal wear and tear. The goodwill is offered at our discretion and does not constitute an obligation to replace or refund every item. For most products bought online, we are more generous than your legal rights in the ways set out below. This goodwill guarantee does not affect your legal rights if there is something wrong with your product (for more on those rights see You have rights if there is something wrong with your product).
| Your legal rights | How our goodwill guarantee is more generous |
| 14 days to change your mind online | 30 days to change your mind for online orders |
| You pay costs of return | We pay costs of return |
When you can’t change your mind
You can’t change your mind about an order for:
- Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
- Goods that are made to your specifications or are clearly personalised.
The deadline for changing your mind
If you change your mind about a product, you must let us know no later than 14 days after:
- The day we deliver your product.
How to let us know
To let us know you want to change your mind, contact our Customer Service Team.
You have to return the product at your own cost
You have to return any products to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the goods OR Returns are free, as part of our goodwill guarantee.
You can send the product back to us using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time, we won’t refund you the price. For help with returns, including our collection arrangements for goods which can’t be posted, see our Returns Process.
When and how we refund you
We will refund you within 14 days of receiving the product back from you. We will refund you by the method you used for payment. We don’t charge a fee for the refund.
You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must contact our Customer Service Team. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.
| Summary of your key legal rights |
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:
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We can change products and these terms
Changes we can always make
We can always change a product:
- To reflect changes in relevant laws and regulatory requirements.
- To make minor technical adjustments and improvements, for example to address a security threat. These are changes that don’t affect your use of the product and
- To update digital content, provided that the digital content always matches the description of it that we provided to you before you bought it. We might ask you to install these updates.
Changes we can only make if we give you notice and an option to terminate
We can also make the following types of changes to the product or these terms. If we do so, we will notify you and you can then contact our Customer Service Team to end the contract before the change takes effect and receive a refund for any products you have paid for in advance, but not received.
We can suspend supply (and you have rights if we do)
We can suspend the supply of a product
We do this to:
- Deal with technical problems or make minor technical changes;
- Update the product to reflect changes in relevant laws and regulatory requirements; or
- Make changes to the product (see We can change products and these terms).
We try to let you know, may adjust the price and may allow you to terminate
We contact you in advance to tell you we are suspending supply, unless the problem is urgent or an emergency. If we suspend the product for longer than 30 days in any 90-day period, we adjust the price so you don’t pay for it while its suspended. If we suspend supply, or tell you we’re going to suspend supply, for more than 90 days you can contact our Customer Service Team: [email protected] to end the contract and we will refund any sums you have paid in advance for products you won’t receive.
We can withdraw products
We can stop providing a product.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:
- You don’t make any payment to us when it’s due and you still don’t make payment within 7 days of our reminding you that payment is due;
- You don’t, within a reasonable time of us asking for it, provide us with information that we need to provide the product.
- You don’t, within a reasonable time, allow us to deliver the product to you. You have a legal right to change your mind.
We don’t compensate you for all losses caused by us or our products
We are not responsible for losses you suffer caused by us breaking this contract if the loss is:
- Unexpected: It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control: As long as we have taken the steps set out in the section, we are not responsible for delays outside our control.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice.
You have several options for resolving disputes with us
Our complaints policy: Our Customer Service Team will do their best to resolve any problems you have with us or our products as per our Complaints policy.
Resolving disputes without going to court: Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.
You can go to court: These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
Nobody else has any rights under this contract: This contract is between you and us. Nobody else can enforce it (other than someone you gave a product to as a present) and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply: If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later: We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to, but that doesn’t mean we can’t do it later.