Our terms clearly set out what we will and will not do when we supply products to you. If you have any questions please do not hesitate to get in touch.
You will receive a prompt and courteous reply. These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions you may not use or access this Website.
You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents 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 the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your your personal information.
We reserve the right to: modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.
Placing your order
You can place your order in several ways. Online, phone, fax, email or post. Between the Sheets make every effort to ensure that all of these methods are fully operational at all times. We cannot be responsible for delays or losses caused by failures of any of the above methods. Payment will be required in full for products and shipping at time of order. We deem the contract to be binding at the point of despatch. We are under a legal duty to supply goods that are in conformity with the contract.
Prices include VAT but exclude delivery costs which are clearly shown in the shopping basket before check out.
It is the responsibility of the customer to ensure that the dimensions of the bed are checked before ordering goods. Each page on our site shows standard sizes and the dimensions. If in any doubt please contact us. We are not responsible for additional costs accrued to the customer by incorrect ordering. Please take care!
Between the Sheets reserves the right to change designs at any time, without notification. Customers who request repeats of old designs may be required to pay an additional charge.
We will normally ship within 7 days of your order. Often within a day or two. Special orders, custom items, out of stock items may take longer. At busy periods we reserve the right to extend the despatch period.You will always receive goods within 30 days of order unless we have your express permission to extend the delivery period. We are happy to give an estimated despatch date. In the UK we ship 48hr by carrier or by standard post 24/48 hrs . Delivery of your order will usually require a signature. Please ensure that someone will be at the delivery address you give to sign for your goods. All deliveries are in plain packaging.
Please Note: Deliveries are undertaken on the understanding that there is clear access to the delivery address. If there are security gates or coded entrance locks then we can only arrange delivery if these codes are supplied at time of order. We can ship to a third party address at our discretion but may ask for further details.
For Europe, USA and the rest of the world we despatch with courier or post. For the rest of the world carriers may vary as may delivery times. We cannot be held responsible for delays in transit or in customs howsoever caused. We can deliver to PO Boxes in some countries please contact us for details. We do not operate C.O.D. deliveries.
Bulky Items and unusual destinations – Please note that for some orders of bulky items , e.g. Duvets and Comforters that an an additional shipping charge may be raised to cover the “volumetric” charge that carriers make levied on the size rather than the weight of a consignment. If you are are ordering from an unusual destination – non-mainland destinations such as Balearics, Canaries, Corsica – shipping charges may apply in addition to those charged for Mainland Spain or France for example. We will contact you if this applies to your order before shipping.
If an order is late you can email or phone us to instigate an enquiry. Dependant on the method of shipping a tracking number may or may not be available. Wherever possible we will make every effort to locate your parcel and effect delivery. Please check your goods when they arrive. You are required to notify us within 3 days of receipt of your goods if they do not match your order, or if the parcel is damaged in any way.
We can deliver to most BFPO mail boxes . Customers do need to supply the statement address for the credit card used along with the BFPO address. We cannot deliver to AFPO addresses.
Returns and Exchanges
Your Right To Cancel
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. PLEASE NOTE – You cannot cancel custom made products once payment has been made.
To meet the cancellation deadline, it is sufficient for you to send your communication by email or telephone We will withhold reimbursement until we have received the goods back from you and they have been inspected.
The goods must be returned to us in the original condition, not used, washed or changed in any way. The goods may be opened
(as you would in a shop). For hygiene reasons they must not be put on a bed. All packaging must be returned with the goods.
You shall send back the goods to us at Between the Sheets B2 Beacon Business Centre, Hopton Park, Devizes SN10 2EY. Without undue delay, not later than 14 days from the day on which you communicate your cancellation from this contract to us.
Effects of cancellation
If you cancel this contract we will reimburse all payments received from you, including the costs of delivery – less any extra costs arising if you chose other than a standard shipping service – UK customers only. Overseas customers are not entitled to reimbursement of shipping.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, not later than 14 days after the day we receive back the goods from you.
We will reimburse you using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise, you will not incur any fees as a result of the reimbursement. You will bear the direct cost of returning the goods. We strongly advise obtaining proof of posting as returning the goods safely is your responsibility.
Our Returns Policy
If you are not entirely delighted with your purchase you may return your order for exchange or refund up to 14 working days from receipt of goods subject to the following conditions.
Products returned must be unused, not washed, changed or damaged in any way and in the original saleable condition complete with all packaging. When you inspect the goods you should inspect them as you would in a shop – without removing them from the packaging
If you damage the goods or the packaging we reserve the right to charge for the damage, however it is caused.
We would ask you to enclose a completed cancellation form when you return the goods. A cancellation form will be enclosed with your goods.
Please note that your right to return products does NOT apply to products which fall into the following categories (unless they are incorrectly delivered or faulty).
• Custom products and those made specifically for you, to your measurements and requirements – denoted with an * on our website.
• Bed Linen and Bedding must be inspected on delivery, as you would in a shop to ensure it is the fabric, size and colour ordered – however if bed linen or bedding is placed on to a bed we will deem that the items are not suitable for resale due to hygiene reasons and cannot be returned.
If accepted back we will refund the purchase price and the standard cost of the original cost of shipping to you as set out in “Your right to cancel” above.
If you wish to return an item 14 days after the products are received a refund or exchange is entirely at our discretion.
How to Return Goods to us
You must contact us to inform us that you wish to return a product(s) – our phone numbers, postal and email address are on the invoice with goods.
When you contact us we will give you a return number to write on the outside of the packet. If returning products from outside the UK you must also write on the outside of the package ‘Return to Manufacturer’. You are responsible for the safe return of the items to us.
Please obtain proof of posting, it is your responsibility to return the products to us in good condition . You will bear the direct cost of returning the goods. Please use standard post and obtain proof of posting. Products returned must be in the packaging as supplied.
If you have any questions please phone 01380 739234 / 739789 . From abroad 0044 1380 739789.
From USA 01144 1380 739234 739456
We work hard to give all of our customers the very finest quality products and best customer service we can. However very occasionally things may go wrong and we have a customer complaints procedure to resolve any problems.
If you have a problem with any of our products or our service you can contact us by phone or by email. We will email you back to confirm that your complaint has been received and will contact you to try and resolve the problem straight away.
If the issue needs to be investigated we will confirm back to you an indication of how long that process will take. If the problem is regarding delivery it can often take some time for carriers to investigate and respond back to us. If the issue is with a product and if we need to look at the product in question we may ask you to return it to us for inspection.
Once we are in full possession of the facts we will contact you by phone or, if that is inconvenient too you, by email with our decision regarding your complaint. If we uphold your complaint we will refund you the cost of returning the products to us at standard postage rate and will offer you a refund or suitable replacement.
If you are not satisfied with our decision you may contact the BHTA to request them to arbitrate in the matter. Between the Sheets Ltd is a member of the BHTA and complies with the BHTA code of conduct. The BHTA can act as independent arbitrator.
Do please follow the steps above before you contact them otherwise they will not be able to assist you.
BHTA Members are listed in the Find a Member page of the BHTA. Complaints can be submitted by email to email@example.com, or by letter to BHTA, New Loom House, Suite 4.06, 101 Back Church Lane, London E1 1LU. – Tel. 0207 02214
If after proceeding through the complaints procedure you are still not satisfied with the situation you can approach a formally recognised “Alternative Dispute Resolution” Dispute Resolution Ombudsman (DRO) . We reserve the right not to participate in mediation they may offer. From 15 February 2016 you can also follow this link to the EU’s Online Dispute Resolution site: http://ec.europa.eu/consumers/odr/
All products supplied by Between the Sheets are warranted for 30 days from date of receipt for stitching and workmanship. We are not responsible for normal wear and tear, damage or mistreatment or damage due to washing how so ever caused. All our bed linen is sold with care instructions, full care details are available
Payment and Security
We accept Visa, Mastercard, Switch, Delta, Maestro and Visa Electron Cards. Online all payments are processed through Sage Pay. Sage Pay VSP Systems is encrypted using 128-bit SSL certificates and employs 3D secure to validate customer card details ensuring a totally secure payment gateway for online credit and debit card processing.
3D Secure is a new security measure now required by most banks. Similar to chip and pin but for online purchases it gives additional security by asking for a secret password. This allows your card issuer to fully authenticate the cardholder during the payment process.
When you click on the “confirm” button you will see a window open up entitled ‘3D Secure Authentication’. When submitting your card details, depending on the card type, you will be redirected to a secure Visa or MasterCard page on your bank’s secure servers. We cannot see or access this information. If you have already registered your card for 3D Secure, you will be asked to enter your 3D secure password. If you have not registered your card before, you will have the option to do so. If you have not registered your card and do not wish to do so you may have the option to bypass the process depending on your card type and your bank.
We reserve the right to make any enquiries we see fit to ascertain the validity of Credit Cards and to refuse Credit Card Payments. You may be asked to provide additional information to validate card purchases. Payment from Credit Cards will normally be taken as goods are ordered.
Bank Credit Transfer
You can also pay by Bank Credit Transfer (bank charges applicable) or PayPal . UK customers can pay by personal Cheque. Payments by cheque will require 7/10 days or whenever cheque has cleared before despatch.
Customer Details – your privacy
We do not make any customer details available to anyone else – ever.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent. If you do give us your email address we may use it to contact you for marketing purposes and to send you special offers from time to time. We will give you the chance to refuse any marketing email from us now or in the future. The type of information we will collect about you includes: your name, address, phone number, email address.
We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a “cookie” which would be stored on your browser. Data is collected by our website using a web analysis tool (e.g. Add this, Google analytics) using cookies that are (able to be) used to create pseudonyms for user profiles. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, you should phone 01380739234 or email firstname.lastname@example.org
Contract creation and electronic contracting
The technical steps required to create the contract between you and us are as follows:
You place the order for your products on the Website by pressing the confirm order 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.
We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from Between the Sheets. As your product is shipped from us we will send you a despatch confirmation email. We are reliant on you providing a current and correct email address. If you do give us your email address we may use it to contact you for marketing purposes and to send you special offers from time to time. We will give you the chance to refuse any marketing email from us now or in the future
Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions above.
Non-acceptance of an order may be a result of one of the following:
The product you ordered being unavailable from stock.
Our inability to obtain authorisation for your payment.
The identification of a pricing or product description error.
You not meeting the eligibility to order criteria set out in the main Terms & Conditions.
The contract will be concluded in English.
The details of your specific contract will not be filed by Between the Sheets. If you do require any information regarding orders you have placed with Between the Sheets please write to us at the following address.
Between the Sheets. B2 Beacon Business Centre, Hopton Park, Devizes, SN10 2EY
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. Throughout the website English Law applies.
Limitation of Liability
While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether expressed 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, reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.
To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.
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 Conditions for: any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or any loss of goodwill or reputation; or any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions. Nothing in the Conditions shall exclude or limit our liability for death or personal injury.
Terms and Conditions
The above terms and conditions are the basis of our offer to our customers. They do not affect your statutory rights.