These terms and conditions (“Terms and Conditions”) apply to all orders for items which you, acting in your individual capacity as a consumer (“you”) place with us IGODOO STORES Limited, trading as IGODOO (“we” “us” or “our”):
- online using the website which we operate from the URL: “www.igodoo.com” and other URLS from time to time (“Website”); or
- by telephoning our Customer Services helpline.
If you are a trade buyer or acting in the course of a business please contact our Customer Services team.
For legal reasons, we can only sell items via this website or by telephone to individuals aged 18 or over. If you are under 18, you must involve a parent or guardian when placing orders online using the website or by telephone.
This website is for use only by individuals who access it from within the United Kingdom, the Republic of Ireland, the Channel Islands or the Isle of Man. If you choose to access the Website from locations outside these territories, you are responsible for compliance with local laws if and to the extent they apply.
Customers placing orders for deliveries outside of the UK should note our specific terms and conditions for International Deliveries and Returns outlined in section 3.
We are an English registered company and this website and the information and marketing materials contained on it are provided in the English language only. If you do not understand all or any part of these Terms and Conditions, you may not place orders using this website. Please contact our Customer Services team.
ACCEPTING THESE TERMS AND CONDITIONS
Before placing your order, please read carefully these Terms and Conditions, our Privacy Policy, Website Conditions of Use and other policies we may notify you of. You should print or download copies for your future reference. Together they constitute the entire agreement between us. You accept and agree to be bound by these Terms and Conditions and the other terms and conditions referred to above when:
- In the case of online orders, you click the “accept” button; or
- In the case of telephone orders, you confirm to a member of our Customer Services team that you agree to be bound by them.
Nothing in these Terms and Conditions impinges on your statutory rights either as a consumer or otherwise.
COVID-19
While our stores are closed, you can still shop with us online via igodoo.com, and our Distribution Centre team are following clear hygiene procedures.
In case you need to return anything, we have extended our returns policy because we understand it may take longer than usual to send your items back to us. Any orders placed from 10th March 2020 will be eligible for an extended returns period and can be returned up until 31st August 2020.
We are working closely with our courier provider as they adapt their practices in response to the situation. Where possible, parcels will be placed in a safe place to avoid direct handovers, and all delivery drivers will be wearing gloves. You may also opt out of signing for deliveries on glass devices. Please scroll down for more information on particular carriers, including Hermes.
CLICK AND COLLECT
As our stores gradually reopen, we will be reintroducing click and collect services to our various locations. Our click and collect service is free.
Where possible, we are working to offer customers a more convenient pick up solution and may be able to deliver it to your car. As each store’s facilities are slightly different, please call the store once you have received confirmation that your order has been delivered. The team will be able to arrange a time and location for you to pick up your order.
GENERAL
Please be aware that if your order contains more than one item it may arrive in multiple parcels by multiple carriers.
Regrettably, we do not deliver to PO BOX or BFPO addresses.
Hermes Deliveries
Hermes have put in place a temporary process for signature deliveries to ensure contact is minimised in line with recommendations. Where a safe place is possible, couriers will deliver to that safe place, take a photo and then provide the customer a calling card stating that safe place. Where a safe place is not possible, couriers will still knock on the door, but rather than asking for the customer to sign, they will ask the customer for their name, input this into their device and then write “HTC” (Handed to Customer) in the signature box. Capturing the name ensures the security of delivery is maintained whilst avoiding the need for the customer to physically sign. Further to this, when a courier writes in a signature box, the customer will not see this on their notification. Instead, they will receive a notification of delivery stating that signatures have not been collected due to COVID-19 precautions
DX Deliveries
DX Deliveries have introduced a temporary revised delivery procedure during this period. If a customer does not want to sign for a delivery on the driver’s hand held device, the driver will enter their name and enter “CV” in the signature field which will be classed as a successful delivery. The customer will still have the opportunity at delivery point to confirm any concerns with their parcel.
DHL Deliveries
For DHL deliveries internationally, customers who only wish to sign a delivery sheet or on their own provided paper, the courier will accept this and will capture a photograph of the signature as proof of delivery. The driver will upload this manually into their hand held scanner. Where possible, customers are encouraged to use ODD and select “Leave in a Safe Place” to avoid any contact.
International Deliveries
Please note: We are unable to ship to the United States and South Africa at the current time.
For Australian, New Zealand or UK orders, please visit our dedicated websites by selecting your location in the country locator at the top of the page.
Please note that your order may be subject to import taxes, fees, levies or other charges which are the sole responsibility of the purchaser, or the recipient of the purchase if different.
VAT AND DUTIES
Please note that the value of goods ordered is inclusive of VAT where applicable and we cannot refund any VAT charges.
Products delivered to destinations outside the EU will be subject to import taxes, fees, levies or other charges which are the sole responsibility of the purchaser, or the recipient of the purchase if different. Please note this does not apply to the United States of America.
It is your responsibility as purchaser and importer that any products ordered comply with local import regulations and that there are no restrictions which may affect receipt of your order.
We strongly recommend that purchasers establish the likely charges applicable in the country of destination before placing an order. Please ensure the recipient is aware that they will be liable for those charges.
INTERNATIONAL RETURNS
If an item you have purchased is unsatisfactory, you can return it within 1 month of receipt for refund of the cost of your goods, following the instructions enclosed with your order.
The goods are sent to us at your own cost and risk and we therefore recommend you choose a registered or trackable postal service. We are not liable for returned goods which are not received. Items must be returned in perfect condition.
In the rare event that the goods you receive are faulty or not as ordered, please contact our Customer Services team to arrange replacement or reimbursement.
INTERNATIONAL ORDER CANCELLATIONS
An EU customer has the right to cancel an order provided that you notify us in writing no later than 14 working days after the day on which you receive the goods.
This legal right does not apply to non-EU customers. In both cases customers should follow the International Returns process for reimbursement.
WHAT IS YOUR RETURN POLICY?
If you are unsatisfied with your purchase, you are welcome to return any items ordered (with the exception of items listed below and IGODOO Gift Cards and vouchers) within 1 month, beginning the day your parcel is received. Items must be returned unused, in perfect condition and in the original packaging. Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for packages damaged during transit back to us. It is your responsibility to wrap items adequately to prevent damage.
Refunds will be processed within 7 days of receipt into our distribution centre. Please note that it may take up to 5 days for your bank to credit your account. We are not liable, and cannot take responsibility for, any bank charges that you may incur during the refund process. Refunds will be processed in the original currency in which the purchase was made.
For reasons of hygiene, we regret that we are not able to exchange or offer you a refund if you decide you no longer want items which by their nature cannot be returned once they have been dispatched, including:
- Earrings which have been removed from their packaging
- Tights
- Lingerie
- Swimwear where the hygiene strip has been removed
VAT AND DUTIES
Please note that the value of goods ordered is inclusive of VAT where applicable and we cannot refund any VAT charges.
Products delivered to destinations outside the EU will be subject to import taxes, fees, levies or other charges which are the sole responsibility of the purchaser, or the recipient of the purchase if different. Please note this does not apply to the United States of America.
It is your responsibility as purchaser and importer that any products ordered comply with local import regulations and that there are no restrictions which may affect receipt of your order.
We strongly recommend that purchasers establish the likely charges applicable in the country of destination before placing an order. Please ensure the recipient is aware that they will be liable for those charges.
COLOURS, SIZES AND SPECIFICATIONS
We make every effort to display the colours, sizes and specifications of items available on the Website as accurately as possible. The colours you see will however depend on the resolution of your monitor. We cannot guarantee that your monitor’s display of any colour will reflect accurately the colour of the item delivered. We may from time to time vary the sizes and specifications of items displayed on our Website without prior notice. We cannot guarantee that a particular colour, size or specification of an item will be available. A member of our Customer Services team will contact you if the item you have ordered is no longer available.
PLACING ORDERS
When you order items online for the first time, you will need to register with us by setting up an account. This is for security reasons. It also avoids you having to re-enter your details when you place subsequent orders. You are responsible for maintaining the confidentiality of your account username and password and for preventing unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account. Please take all necessary steps to ensure that the username and password is kept confidential and secure. Please inform us immediately if you have any reason to believe that your username and/or password has become known to anyone else, or are being or are likely to be used in an unauthorised way.
Please ensure the details you provide us with on registration are correct and complete and inform us promptly of any changes to those details (e.g. change of email or postal address). We reserve the right to refuse access to the Website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order it will be without charge to you.
PRICES
We accept payment online in the following currencies: Pounds Sterling (£GBP), Swedish Kroner (SEK), Euro (EUR), US Dollars (USD), Hong Kong Dollars (HKD) and Australian Dollars (AUD).
Your order will be invoiced in the currency you selected on the website at the time of purchase. The price of the items will be in line with the price displayed on the website when you placed your order. Prices displayed on the Website include United Kingdom Value Added Tax (VAT) which will be charged at the current rate as shown on the online order form (or if you are placing your order by telephone, as advised by our Customer Services team). Delivery and packaging is charged extra unless otherwise stated. Details of our delivery charges can be found in the Delivery section of these Terms and Conditions.
If you choose to purchase items from us online or by telephone using a payment card for a foreign currency denominated account, the exchange rate will be that applied by the relevant payment scheme at the time of processing the transaction.
Although we try to ensure that all prices on the Website are accurate, errors may sometimes occur. If we discover an error in the price of items you have ordered we will contact you as soon as possible. You will have the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we may treat your order in respect of the incorrectly priced item as cancelled.
Prices displayed on the Website apply to online and telephone purchases only. They are not indicative of the price of identical items purchased in our standalone IGODOO® stores, IGODOO® concessions within department stores or by any other means. We reserve the right to update prices displayed on the Website from time to time.
THE CONTRACT BETWEEN US
When you place an order to purchase items using the Website or by telephone this is an offer by you to us to purchase those items. We only accept your order when we have confirmed availability and have processed the payment on your credit card successfully. The contract between us is formed at the point we accept your order. See the Acceptance of Online Orders and Acceptance of Telephone Orders sections below for further details. If an item within your order is not available we will contact you. Where possible we may offer you a substitute item. Please see the Availability and Substitution section below.
ACCEPTANCE OF ONLINE ORDERS
We acknowledge receipt of orders which you submit using the Website by sending you an email summarising the details of your order (“Online Order Receipt”). We accept your order for an item when we send you an email confirming that we have dispatched the items in your order (“Online Order Dispatch Note”). For orders placed online using this Website the contract between us is formed at the point we send you the Online Order Dispatch Note for those items detailed in the Dispatch Note email. If your order contained a number of items and the email mentions only some of them, those items which have yet to be dispatched to you do not form part of that contract. Included in the Dispatch Note email is an order reference number that will enable you to track the progress of your order.
ACCEPTANCE OF TELEPHONE ORDERS
When you place your order by telephone, you will be given a customer reference number as acknowledgement of your order. It will enable you to track the progress of your order. We accept your order for an item ordered by telephone at the point of dispatching that item to you. Please note that we do not accept payments using a gift card via telephone orders.
AVAILABILITY AND SUBSTITUTION
We accept orders for items subject to availability. If for any reason the items you ordered are no longer available we will at our discretion either:- offer you an alternative item of equivalent quality and price (where this is possible); or- cancel the item from your order and where payment has already been deducted from your account, give you a full refund in respect of that item.
PAYMENT
You may pay for your order by supplying your credit or debit card details, or using a IGODOO Gift Card. We accept payment using the following card types: Visa, Maestro, MasterCard, JCB and IGODOO Gift Card. In the case of online orders, you supply these details in the secure online order form. In the case of telephone orders, you supply these details to a member of our Customer Services team. For orders placed online, we also accept payment by Paypal. We regret that we cannot accept cheques, cash or IGODOO Gift Vouchers as payment online or by telephone. IGODOO Gift Cards may be purchased and redeemed online when paid for in £GBP. They can also be used at any IGODOO standalone UK store or outlet (i.e. excluding those found within department or independent stores). Please note that IGODOO Gift Cards cannot be returned for a refund or exchanged for cash and cannot be purchased when paying in Swedish Kroner (SEK). Receipt of your credit or debit card details and debit of payments does not constitute our acceptance of your order. Acceptance of your order occurs in the case of online orders when we send you the Online Order Despatch Note email or in the case of telephone orders, at the point we dispatch the items (see The Contract Between Us section above). You are responsible for ensuring the email address and other contact details you provide to us are correct. We will not be responsible if you do not receive the Despatch Note email or other confirmation from us where the details you have supplied are incorrect or in the event of communication system failures outside our control.
Please note that we cannot guarantee the security of data which you send us by email. Accordingly, please do not send us payment information using email. For details of the security measures we employ please read our Privacy Policy.
Unless we are fraudulent or negligent, we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information you provide us when placing an order.
RISK AND TITLE
Risk in the items will pass at the time the items are delivered. Ownership of items delivered will only pass when we receive payment in full of all sums due in respect of the items (including packing and delivery costs). If we do not receive payment in full we may, without prior notice, claim from you any items that have been delivered.
CANCELLATION RIGHT
Under the distance selling regulations, you have the legal right to cancel your order within 14 working days of receipt of the goods (with the exception of certain items – see ‘Items which by their nature cannot be returned’).
If you are unable to return the goods to us before the 14 day period has expired, you need to notify us of your intention to cancel, this must still be within the 14 day period. For your convenience, you can contact customer services: SUPPORT@IGODOO.COM
For details of how to exercise this right please see sections 15 and 16 below.
ITEMS WHICH BY THEIR NATURE CANNOT BE RETURNED
For reasons of hygiene, we regret that we are not able to exchange or offer you a refund if you decide you no longer want items which by their nature cannot be returned once they have been dispatched, including:
- Earrings which have been removed from their packaging
- Tights
- Lingerie
- Swimwear where the hygiene strip has been removed
This does not, however, affect your statutory rights in relation to such items if they are faulty or damaged when you receive them (see the Faulty or Damaged Items section below) or if they are items that you have been sent in error.
Please also note, that we do not offer refunds on the purchase of IGODOO Gift Vouchers or IGODOO Gift Cards.
If you have any questions please contact our contact customer services: SUPPORT@IGODOO.COM
RETURN CONDITIONS
If you are unsatisfied with your purchase, you are welcome to return any items ordered (with the exception of the items listed above) within one month, beginning the day after your order is delivered. Items must be returned unused, in perfect condition and in the original packaging. Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for packages damaged during transit back to us. It is your responsibility to wrap items adequately to prevent damage.
Please note that returns are processed within 14 days of receipt into the distribution centre.
RETURN PROCESS
Please refer to our returns policy.
FAULTY OR DAMAGED ITEMS
If the items you ordered are damaged or faulty upon receipt, provided you inform our Customer Service team within 30 days of receiving the items (supplying them with the order reference details shown on the delivery documentation together with details of the damage or fault), we will send replacements or offer you a refund. We ask that you return the damaged or faulty items to us by registered post – we will reimburse the reasonable costs you incur in doing so (we ask that you send us copies of the supporting receipts). Refunds will be credited to the payment method used to make the original purchase.
RETAILADR
In the event you have a complaint regarding a product or service purchased from IGODOO, please contact us at customerservices@IGODOO.co.uk.
In the unlikely event that our Customer Service team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure, you may refer your complaint to RetailADR, which is a certified Alternative Dispute Resolution provider. We will respond to any complaint referred to us by them.
RetailADR 33 floor Euston Towers, 286 Euston Road, London, NW1 3DP
Web: www.cdrl.org.uk Tel: 0203 137 8268
Alternatively, if your complaint is regarding goods or services purchased from IGODOO.co.uk, and you are not satisfied with the resolution we have provided, the EU Online Dispute Resolution platform is available at www.ec.europa.eu/consumers/odr
Please note, following submission of your complaint on the EU platform, you will be directed to Retail ADR. You may therefore refer your complaint directly to them.
GIFTS
When in line with the above terms in the event that a recipient of a gift item wishes to return that item, we will be happy to issue a gift card to the appropriate value of the gift or exchange the item in any standalone IGODOO store. Please note that we are unable to offer this service at IGODOO concessions within department stores or other outlets.
GIFT CARDS
Once purchased, the IGODOO Gift Card can be redeemed and topped up in IGODOO UK standalone stores and outlets. It can also be redeemed on IGODOO.com where full or part-payment is possible. Unfortunately, the IGODOO Gift Card cannot be used in concessions, independent boutiques or franchise partners and cannot be exchanged for cash or vouchers. No change will be given for part-payments and any remaining balance may be applied to future purchases.This card will expire 24 months from the last date of use and must be retained should you wish to return any purchases.
You can check the balance of your gift card at any time in store or online. To check online. login and click gift cards in the dashboard.
If you require a gift card with a cash amount not available on our website please contact Customer Services by email at support@igodoo.com and they will be happy to help you.
Use of the IGODOO Gift Card constitutes acceptance of these terms and conditions.
PRIVACY AND COMMUNICATIONS
When you place orders, we collect certain personal and transactional information (e.g. name, address, email address, credit/debit card details). For details on how we use this information, please read our Privacy Policy. To fulfil our obligations to you under these Terms and Conditions we communicate with you by email and by posting notices on the Website. You agree to receive communications from us electronically in this way and that electronic communications will satisfy any legal requirement for communications be in writing.
LOSSES
We will be responsible for any losses you suffer as a direct result of us breaching these Terms and Conditions if those losses were reasonably foreseeable to both you and us at the time the contract between us for the sale of items was formed (see “The Contract Between Us” section above). We will not be responsible to you or any third party for any business loss (including loss of revenue, profits, contracts, anticipated savings, wasted expenditure, data or goodwill) or any other loss or damage which does not result directly from our actions or the actions of our appointed sub-contractors or agents, is consequential or was not reasonably foreseeable to both you and us when the contract between us was formed.
Our liability to you under these Terms and Conditions will not exceed the total price charged for the items purchased. Nothing in these Terms and Conditions excludes or limits our liability to you for personal injury or death caused by our negligence.
EVENTS BEYOND OUR REASONABLE CONTROL
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.
ALTERATIONS TO THIS WEBSITE AND TERMS & CONDITIONS
We reserve the right at any time to make changes to the Website, these Terms and Conditions, the Website Conditions of Use, Privacy Policy and such other policies as we may notify you of from time to time. You will be subject to the policies and terms and conditions in force at the time you order items using the Website or by telephoning our Customer Services team. Changes which we are required to make by law could apply to orders which you have already made. If any of the terms and conditions forming the contract between us are deemed invalid, void or unenforceable for any reason, they will be deemed severable and will not affect the validity or enforceability of the remaining terms and conditions.
WAIVER
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.
GOVERNING LAW AND JURISDICTION
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. You agree to submit to the non-exclusive jurisdiction of the English courts, as do we.
CUSTOMER EVENTS
- 1. Events will be responded to within 72 hours of booking by a member of the IGODOO store team (for online bookings).
- 2. A minimum of 8 persons aged 18 years or over must attend the event in order to qualify for the £50 gift card. Should fewer than 8 persons attend then the host will lose the gift card. This decision will be made by the Store Manager at your event.
- 3. The discount is valid on full-priced purchases only on transactions made during the event. The discount cannot be used before or after the event.
- 4. The discount cannot be used in conjunction with any other offer or promotion.
- 5. There is no cash alternative for the £50 gift card or 20% discount.
- 6. IGODOO reserves the right to amend or withdraw the discount at any time.
MARKETING COMMUNICATIONS FROM IGODOO
If you have consented during our order process, or by providing your details on our web sign-up page or in one of our stores, we may send you updates and information by post and/or email. These may include joint promotions with our business partners, but we will not share your information with them. If you no longer want to receive such offers, please send us a message at privacy@igodoo.com
CHECKOUT ASSISTANCE COMMUNICATION FROM IGODOO
We may send an email if you put an item/s in your basket, but leave the site while you are logged into your account. These emails are not promotional emails. They should assist you in your checkout. Therefore, if you unsubscribe from the checkout assistance emails you will not be automatically unsubscribed from the IGODOO Marketing communications. This would need to be done separately.
CODE OF CONDUCT
IGODOO has created a Supplier Code Of Conduct, which is built on the foundation principles of the ETI base code. This base code is designed to be fair and achievable, covering the principles of international law for best practice in rights at work: no child labour, no forced labour, no discrimination, the right to freedom of association and collective bargaining, living wages, working hours are not excessive, communication of employment, health and wellbeing.
We recognise that our strategy will continue to evolve as our business grows and in response to the global environment in which we trade.
At IGODOO we are committed to producing high quality ethically manufactured products. The following Supplier Code Of Conduct forms a key part of our Global Sourcing Principles and specifies the minimum requirements which we expect our suppliers to meet.
EMPLOYMENT IS FREELY CHOSEN
FREEDOM OF ASSOCIATION AND COLLECTIVE BARGAINING ARE RESPECTED
WORKING CONDITIONS ARE SAFE AND HYGIENIC
CHILD LABOUR SHALL NOT BE USED
LIVING WAGES ARE PAID
WORKING HOURS ARE NOT EXCESSIVE
NO DISCRIMINATION IS PRACTISED
REGULAR EMPLOYMENT IS PROVIDED
NO HARSH OR INHUMANE TREATEMENT IS ALLOWED
