- Terms & Conditions -
When you shop with us, or use our services powered by wj-events, these terms apply. They're important for everyone as they set out what we expect from each other, and they also give you helpful info.
Placing an Order
To shop with us you need to:
- Be at least 16 years old
- Have a credit or debit card that we accept, a bank account that allows BACs transfer, or a registered PayPal account (see payment methods for more information)
- Be authorised to use the payment method (e.g. it is in your name or you have permission to use it)
When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order. We only accept and begin processing your order once payment has been received through your chosen payment method (and then the contract is made based on these terms).
Until we have started processing your order you may cancel or change your order by contacting us. This may only be within a short period after ordering. Once we start processing your order you will not be able to cancel or change your order if you have ordered personalised items. If you have no personalised items, you may be able to cancel your order during the processing.
All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.
Occasionally, we may need to refuse or cancel an order. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with Customer Services and they’ll be happy to speak to you about it.
If you are ordering from an Xclusive Shop, you must be a member of that Xclusive Shop to receive the goods. Your name will be checked against an active list of members, and will be cancelled if you are not on the list.
If you are order any digital items, course booking or marketplace items, additional terms may apply.
Product Descriptions & Prices
From time to time we may price up or describe a product or promotion incorrectly. If we discover an error for any goods you've ordered, we will tell you as soon as possible and give you the option of reconfirming your order, at the correct price, or cancelling it.
If we can't get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.
Delivery charges will apply to all orders and will be clearly shown as additional charges during the checkout process.
For any digital items, course bookings or marketplace items, additional specifications may be published.
Delivery & Dispatch
Before you finalise your order, you'll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address. These delivery times will apply from the dispatch date which is stated on the product page.
As we hold very limited stock, some items may take longer before they are dispatched. Some items may take up to 21 days, or longer, due to the embroidery and customisation process. Any delivery times, are from the dispatch date.
Delivery of goods shall be made to the address you provide. You will need to make all arrangements necessary to take delivery of the goods. The delivery option may be changed depending on what we think may be best for you. No refunds or additional costs will be given in the event of change to delivery service selected, unless you can prove that it was not more beneficial to you.
Sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress on our website.
If no delivery address is given, is incorrect, or delivery is refused, the seller will attempt to contact the buyer to rearrange delivery. Should redelivery information not be provided within 30 days of initial delivery date, or refused again, the items will be returned to the seller and may be resold. The buyer must contact the seller within 60 days of the initial delivery date for a refund. Any costs incurred which is the fault of the buyer, will be charged to the buyer or taken from the refund.
Check out our Delivery page for more information, or get in touch if you have any issues or questions.
Returns & Refunds
In the event of an item needed to be returned, you will have to pay all carriage costs upfront with your chosen courier. If upon return to us the product was proven damaged or defected before use by you, then we will refund the return postage fees, along with the cost of the item. Of course, it’s fine to try items on, but please don’t wear it because if it’s returned to us worn or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you.
Personalised items may only be returned and refunded if proven to be sent to you faulty and not the same as to what is on your order. If your personalised item matches the colour, size or other information on the order you submitted then no returns or refunds will be issued. If we have made a mistake along the way then we will issue a refund and get you the correct item.
In all circumstances, you must contact us before returning any item to confirm the correct return address, and this must be done within 21 days of the item being dispatch.
Promo Codes & Gift Vouchers
From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. Remember, it’s up to you to enter the code at checkout! Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used etc). If you’re given a unique Promo Code that is meant just for you please keep it secret and don’t let anyone else use it. If we think there is or has been misuse of a Promo Code in any way (e.g. selling it or sharing it with others), we can cancel your Promo Code and/or suspend or even close your account without telling you.
If you’re being generous and buying someone else a Gift Voucher, please make sure you get their email address correct! If you get it wrong and the Gift Voucher is emailed to someone else who uses it, there’s not much we can do.
Amendments to Terms
We may amend these terms and conditions from time to time. Any open orders will be subject to the terms made when placing their order, but all future orders will be made with acceptance of the changes.
Some products such as digital items, course bookings or marketplace items, may specify amendments to these terms and conditions. Any amendments specified on that product page will over write anything written within these Terms & Conditions.
Terms & Conditions version 1.5. Published: 20 January 2020