Terms and Conditions
1. Delivery Information
At E & M, we are committed to delivering your products promptly and efficiently.
- Processing times vary depending on production schedules and stock availability.
- We aim to despatch goods on the agreed date.
- Delivery costs are based on the total weight and size of your order.
- Orders over £50 qualify for free standard delivery.
- No charge for out-of-stock items.
Note: We are not liable for delays caused by third-party couriers once goods leave our premises.
2. Receiving Your Order
Inspect all goods immediately upon receipt.
- Report any damages, defects, or shortages within 14 days to qualify for a replacement.
- Decorated or personalised garments are non-returnable unless proven faulty.
3. Returns & Refunds
We offer a 14-day returns policy for non-customised items.
How to Return:
- Log into your account → Order History → Select the relevant order → Click "Return Items."
- If you ordered without an account, contact us for assistance.
Conditions:
- Goods must be unused, unworn, unwashed, and in original condition and packaging.
- Return shipping costs are the customer's responsibility.
- We recommend using a tracked, signed-for postal service.
Exclusions: Customised, printed, or embroidered items cannot be returned.
Refunds: Full refunds (including original delivery charges) apply only when the entire order is returned. Partial returns are refunded for returned items only.
4. Incorrect or Faulty Items
If you receive incorrect or faulty goods:
- Please contact us immediately.
- We will arrange a free collection and despatch correct or replacement items promptly.
Important: Claims are not accepted for goods that have been altered, decorated, or customised after receipt. Please inspect all items before customisation.
5. Order Cancellation
You have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
- Once confirmed, orders cannot be changed.
- We may cancel orders if products are unavailable, payment fails, or if there are errors in descriptions or pricing.
6. Statutory Rights
Nothing in these terms affects your statutory rights under UK consumer law.
7. Returns Address
All authorised returns should be sent to:
E & M
Unit 152829, Courier Point
13 Freeland Park, Wareham Road
Poole, Dorset, BH16 6FH
8. Privacy Policy
Introduction
We respect your privacy and are committed to protecting your personal information.
Information We Collect
- Your name
- Billing and shipping address
- Email address
- Phone number
- Details of your purchases
- Third-party recipient information (if applicable)
Payment Information: We do NOT store your credit card details. Payments are securely processed by PayPal and SagePay.
How We Use Your Information
- To process and fulfil your orders
- To communicate with you about your orders or enquiries
- To improve our website, products, and services
- To personalise your experience and recommend products
- To maintain records for administrative purposes
- To retain your shopping cart contents for up to 30 days
Legal Basis for Processing
- Contractual necessity
- Legitimate interests
- Consent for marketing (where applicable)
How We Store and Protect Your Information
- Secure storage with restricted access
- Payment information is handled by secure third-party processors
Sharing Your Information
- Only shared with payment processors where necessary
- We do not sell, rent, or trade your data
Your Rights
- Access your data
- Request corrections
- Request deletion ("right to be forgotten")
- Restrict or object to processing
- Request data portability
Data Retention
We retain personal data only as long as necessary for operational, legal, and reporting purposes.
Cookies
Our website may use cookies to improve your experience and analyse traffic. You can control cookies through your browser settings.
Changes to This Policy
We reserve the right to update this Privacy Policy at any time. Changes will be posted on this page.