1. Introduction

These Terms and Conditions / Terms of Sale apply when you visit aromastaples.co.uk, browse our products, make an enquiry, create or use a Customer Account, book or request a consultation, place an order, purchase a Product or Service, or otherwise interact with Aromastaples. 

These Terms are provided by Aromastaples Ltd, trading as Aromastaples. They should be read together with our Privacy Policy, Cookie Policy, Returns information, Delivery information, Consultation information, product descriptions, checkout information, Order Confirmation, invoice, written order summary and any specific written terms given to you for a particular order.

By using the Website, you agree to follow the Website-use parts of these Terms. By placing an order, booking or requesting a consultation, or purchasing a Product or Service, you agree to the terms that apply to that transaction.

Nothing in these Terms affects your statutory rights. If any wording in these Terms conflicts with legal rights that cannot be excluded or restricted, those legal rights will apply.

2. Who We Are

Aromastaples Ltd is a company registered in England and Wales. Aromastaples is the trading name used by Aromastaples Ltd for the Website, products, Services, customer communications, marketing and related business activities.

Registered office: Aromastaples Ltd, 20 Wenlock Road, London N1 7GU, United Kingdom.

Website: aromastaples.co.uk

Email: hello@aromastaples.co.uk

Company number: 14914098

The registered office is provided for company and legal identification purposes. Unless Aromastaples expressly confirms otherwise in writing, the registered office is not a shop, studio, fitting location, consultation location, collection point, returns address, repair address or customer appointment location.

Aromastaples provides fashion products and related Services. These may include ready-to-wear garments, made-to-order garments, bespoke or custom garments, bridalwear, occasionwear, children’s clothing ordered by adults, consultations, measurements, fittings where available, design-related services, accessories, delivery and related customer support.

Aromastaples mainly sells to consumers. If you are buying for business, trade, resale, styling, editorial, commercial, professional, influencer, wholesale or collaboration purposes, separate written terms may apply.

3. Key Definitions

In these Terms:

Aromastaples Ltd means the legal company that operates the Website and business.

Aromastaples, we, us or our means Aromastaples Ltd trading as Aromastaples.

You or Customer means the person who uses the Website, places an order, books or requests a consultation, buys a Product or Service, creates a Customer Account or otherwise interacts with Aromastaples. Where a Product is ordered for a child, this usually means the adult, parent or legal guardian placing the order.

Consumer means a person buying goods or services wholly or mainly for personal use and not mainly for business, trade, craft or professional purposes.

Website means aromastaples.co.uk and any related pages, checkout features, forms, customer account areas or online services operated or controlled by Aromastaples.

Product means a garment, clothing item, accessory or other physical item offered or sold by Aromastaples.

Service means a non-physical service offered by Aromastaples, such as a consultation, fitting, measurement service, design-related service, delivery arrangement or customer-support service.

Ready-to-Wear means a standard Product offered in a standard size, style or option and not made specifically to your personal measurements or personalised specifications.

Made-to-Order means a Product produced after an order is placed. It may be standard or personalised depending on the options selected and whether it is made to your measurements, specifications or personal requirements.

Bespoke, Custom or Personalised Product means a Product made, adapted, altered, designed or produced to your specific measurements, design choices, fabric choices, event requirements, personal specifications or other personalised instructions.

Consultation means an appointment, meeting, call, video call, fitting discussion, design discussion, measurement session or other customer appointment with Aromastaples.

Measurements means body measurements, garment measurements, sizing information or fit-related information provided by you, taken during a consultation, submitted through a form, sent by message, recorded by Aromastaples or otherwise used for an order.

Order Confirmation means written confirmation from Aromastaples that your order has been accepted or that a contract has been formed.

Business Day means a day other than a Saturday, Sunday or public holiday in England.

Statutory Rights means legal rights that apply to consumers and cannot lawfully be excluded or restricted.

Personal Information means information relating to an identified or identifiable person, as explained further in the Aromastaples Privacy Policy.

3.1 Key Customer Information

4. Use of the Website

You must use the Website lawfully, fairly and responsibly. You must not use the Website in a way that damages Aromastaples, other customers, Website security, payment systems, intellectual property rights or any lawful rights of another person.

You must not use the Website:

• for fraudulent, misleading, harmful or unlawful activity;
• to interfere with Website security or operation;
• to misuse checkout, payment, consultation or Customer Account features;
• to upload or transmit viruses, malware, spam, bots or harmful code;
• to attempt unauthorised access to accounts, systems, servers or data;
• to scrape, copy, harvest or extract Website content without permission;
• to infringe intellectual property rights;
• to impersonate another person;
• to submit false, inaccurate or misleading information; or
• to abuse, threaten, harass or discriminate against any person.

Unless Aromastaples agrees otherwise in writing, the Website is intended for personal, non-commercial customer use. If you wish to use Aromastaples Products, images, content, designs or Services for business, resale, styling, editorial, collaboration, wholesale, commercial or professional purposes, you should contact Aromastaples first.

Where Customer Account features are available, you are responsible for keeping your login details confidential and secure. You should tell Aromastaples promptly if you believe your account has been accessed without permission.

Aromastaples may suspend or restrict access to the Website, checkout, Customer Account features or other Website features where reasonably necessary for security, fraud prevention, maintenance, legal compliance, suspected misuse or protection of customers, systems or third-party providers.

5. Products, Services and Website Information

Aromastaples will seek to provide clear and accurate information about Products and Services, including product type, design, size, fit, colour, fabric, materials, measurements, price, availability, production time, delivery options, consultation details, returns information and order requirements.

Product images, videos, sketches and social media content are provided to help show appearance, style and features. Visual appearance may vary because of lighting, photography, editing, screen settings, device display, fabric texture, fabric movement, styling, model size, sample size, product batch or normal handmade variation.

Images may show props, accessories, models, backgrounds or styling items that are not included unless clearly stated. You should read the written product description before ordering.

Colours, fabrics and materials may vary between photographs, screens, lighting conditions, dye batches, fabric batches, suppliers and production runs. Minor differences in colour tone, fabric placement, pattern placement, lace placement, embellishment placement, texture, finish or drape do not automatically mean a Product is faulty, provided the Product matches the agreed description and order details in all material respects and meets the legal standards that apply.

Sizing, fit and measurements may vary depending on body shape, proportions, garment design, fabric type, stretch, lining, intended fit, alterations, measurement method, heel height, undergarments, posture and customer preference. You are responsible for checking size information carefully and for providing accurate, complete and up-to-date Measurements where required.

Products and Services are subject to availability. Aromastaples may update, pause, remove, replace or discontinue Products or Services where reasonably necessary. If a Product or Service becomes unavailable after you place an order, Aromastaples will contact you where appropriate to discuss available options, which may include an alternative, a revised timeline, cancellation or refund where applicable.

6. Ready-to-Wear, Made-to-Order, Bespoke and Children’s Products

Different Product types have different production processes, timelines, cancellation rights, return rights, refund rules, alteration options and customer responsibilities.

Ready-to-Wear Products are standard Products offered in standard sizes, styles or options. They may still be handmade, small-batch, limited edition or subject to stock availability. Ready-to-Wear Products may be eligible for cancellation, returns, exchanges or refunds in accordance with these Terms, any Returns Policy and your Statutory Rights.

Made-to-Order Products are produced after an order is placed. They may be made in a selected size, colour, fabric option, length, style option or design option offered by Aromastaples. A Made-to-Order Product may be standard or personalised depending on the nature of the order. Cancellation and return rights may depend on whether the Product is standard, personalised, customised, altered, made to your measurements, made to your specifications or otherwise treated differently under applicable law.

Bespoke, Custom and Personalised Products are made, adapted, altered, designed or produced to your specific requirements, measurements, design choices, fabric choices, personal specifications or other personalised instructions. This may include garments made to your measurements, made to your chosen design details, altered to your requested fit, produced for a specific event, or personalised with requested features.

Where permitted by law, Bespoke, Custom and Personalised Products may not be cancellable, returnable or refundable for change-of-mind reasons once the order has been accepted or production has begun. This does not affect your Statutory Rights if a Product is faulty, not as described or otherwise does not meet legal requirements.

Aromastaples may provide bridalwear, occasionwear and event-specific Products. You are responsible for providing accurate event dates, delivery requirements, fitting availability and other time-sensitive information before the order is accepted. Aromastaples does not guarantee that an event-specific Product will be suitable for a particular event unless Aromastaples expressly accepts that deadline or requirement in writing.

Aromastaples may sell Products intended for children. Children’s Products must be ordered by an adult, parent or legal guardian. The adult placing the order is responsible for providing accurate measurements, sizing information, age information, delivery details, event dates and other order information. Children’s sizing and fit may vary due to body shape, growth, measurements, garment design, fabric, intended fit and measurement method.

Aromastaples will not knowingly supply children’s Products that it knows, or should reasonably know, are unsafe. Children’s Products, accessories, trims, embellishments and detachable parts are not toys unless expressly stated. Children should be supervised when wearing occasionwear, delicate garments or items with trims, ties, embellishments or detachable parts.

7. Consultations, Measurements and Fittings

Aromastaples may offer consultations, measurement appointments, fitting discussions, design discussions, bridal consultations, bespoke order planning, made-to-order discussions and other appointment-based Services.

Consultations may be offered online, by phone, by video call, in person where available, by written communication or through another method agreed by Aromastaples. Aromastaples will seek to provide consultation, measurement and fitting Services with reasonable care and skill.

Aromastaples consultations are currently offered as a 1-hour consultation for a £30 consultation fee, unless Aromastaples states otherwise. Consultation fees, duration, availability and booking methods may be updated from time to time for new bookings.

If you need to cancel or reschedule a Consultation, you should contact Aromastaples as soon as possible. Unless Aromastaples states otherwise, cancellation or rescheduling requests should be made at least 24 hours before the scheduled Consultation. Where you cancel with less than 24 hours’ notice, miss the appointment, fail to attend, arrive too late for the Consultation to be carried out properly or fail to provide needed information, Aromastaples may treat the consultation fee as non-refundable where permitted by law.

Consultations are Services. If a Consultation is booked at a distance, legal cancellation rights for services may apply. If you ask Aromastaples to provide the Consultation during the cancellation period, Aromastaples may ask you to confirm that you want the Service to begin before the cancellation period ends. If the Service is fully performed during the cancellation period at your express request and with the required acknowledgement, you may lose the right to cancel that Service where permitted by law.

Measurements may be taken by Aromastaples, provided by you, provided by another tailor, submitted by form, sent by message, taken remotely or discussed during a Consultation. You are responsible for ensuring that any Measurements you provide are accurate, complete and up to date.

If a fit, design or production issue is caused by inaccurate, incomplete or outdated Measurements or information provided by you or by someone acting on your behalf, this may affect how the issue is handled, subject to your Statutory Rights.

If you attend a Consultation and no purchase is made, Aromastaples may provide a measurement document or PDF as a take-away where this has been offered or agreed. The document is provided for personal reference and does not guarantee that the Measurements will remain accurate over time or that another designer, tailor, brand or manufacturer will interpret them in the same way.

Fittings may be offered where available, appropriate and agreed. Fittings may not be available for every Product, Service, location, order type or timeline. You are responsible for attending agreed fittings on time and providing reasonable cooperation.

8. Orders, Contract Formation, Prices and Payment

An order may be placed through the Website, checkout, invoice, email, message, written communication, consultation, Customer Account features, payment link, bespoke order summary, order form or another method accepted by Aromastaples.

An order is not necessarily accepted simply because you submit a request, complete a form, add an item to basket, attend a Consultation, receive a quote, receive an invoice or make a payment. A contract is formed when Aromastaples accepts your order.

Acceptance may happen when Aromastaples sends an Order Confirmation, confirms acceptance by email or written communication, confirms a bespoke or custom order summary, confirms an invoice as accepted, begins production after accepting the order, dispatches a Ready-to-Wear Product, confirms a Consultation booking, provides access to a paid Service, or otherwise clearly accepts the order.

Before placing an order, you should carefully review Product or Service descriptions, size, measurements, colour, fabric, design details, order type, price, consultation fee, delivery charges, estimated processing or production time, estimated delivery time, cancellation information, return information, final-sale information, customs or international charges, fitting requirements and event deadlines.

Prices will be shown on the Website, during checkout, in invoices, in quotes, in Order Confirmations or in written communications. Prices may vary depending on Product type, size, fabric, design complexity, bespoke requirements, consultation requirements, delivery destination, taxes, duties, promotions, discounts or other order-specific factors.

Shipping costs may be calculated at checkout. International orders may be subject to customs duties, import taxes, fees or local charges payable by the customer, unless Aromastaples clearly states otherwise.

Aromastaples may accept payment by debit card, credit card, authorised payment provider, Stripe, WooCommerce-supported checkout, payment link, bank transfer, invoice or other method made available by Aromastaples. Available payment methods may change from time to time.

Aromastaples does not store complete payment card details. Online payments are processed by authorised payment providers such as Stripe, subject to their own terms, privacy notices and security requirements.

Deposits, part payments or staged payments may be required for some bespoke, custom, bridal, occasionwear or made-to-order Products. If a deposit or part payment is described as non-refundable, that wording will apply only where legally permitted and will not affect your Statutory Rights.

If payment is not authorised, fails, is reversed, is charged back, is suspected to be fraudulent or is otherwise not received when required, Aromastaples may decline, pause, cancel or delay the order where appropriate.

9. Customer Responsibilities

You are responsible for providing accurate, complete and up-to-date information needed for your order or Service.

This may include your name, email address, telephone number, billing address, delivery address, Customer Account information, measurements, size information, consultation details, design preferences, event dates, payment-related information, customs or delivery information and any other details reasonably needed by Aromastaples.

You are responsible for checking order details, Product details, size, measurements, fabric, colour, design choices, timelines, delivery address, prices, invoices, Order Confirmations and written order summaries before approving them.

You should tell Aromastaples promptly if any information changes, including your measurements, delivery address, event date, contact details, fitting availability or design requirements.

You are responsible for following care instructions, using Products appropriately, inspecting Products after delivery, reporting concerns promptly, keeping return items in suitable condition where required, and communicating respectfully with Aromastaples.

Where a Product is ordered for a child, the adult, parent or legal guardian placing the order is responsible for considering the child’s comfort, movement, growth, measurements, supervision and safe use of the Product.

This Section does not remove your Statutory Rights.

10. Design, Handmade and Fabric Variations

Aromastaples Products may be handmade, small-batch, limited-edition, made-to-order, bespoke, custom or personalised. Such Products may not be identical to mass-produced garments, earlier samples, photographs, sketches, social media images or previous versions.

Reasonable handmade or production variations may occur, including minor differences in stitching, placement, fabric pattern, lace placement, embellishment placement, drape, finish, structure, internal construction, proportions or hand-finishing.

Reference images, inspiration images, sketches, previous designs, event themes, fabric samples or customer ideas may be used for guidance only unless Aromastaples expressly agrees otherwise in writing. Aromastaples will not intentionally copy another designer’s protected work in a way that infringes intellectual property rights.

Any design feature that is essential to you should be clearly confirmed in writing before the order is accepted. Aromastaples may make minor technical, structural or production adjustments where reasonably necessary to improve fit, support garment structure, protect fabric, improve finishing, address fabric behaviour, manage design proportions, improve comfort, improve modesty, support durability or comply with legal or safety requirements.

Minor variations do not automatically mean a Product is faulty, provided the Product matches the agreed description and order details in all material respects and meets the legal standards that apply.

11. Production, Lead Times, Delivery and International Orders

Processing, production, dispatch and delivery are different stages. Processing means preparing or handling an order before dispatch. Production means making, altering, preparing or completing a Product. Dispatch means the Product has left Aromastaples or a relevant fulfilment or delivery partner. Delivery means the Product reaches the delivery address or method agreed for the order.

Ready-to-Wear Products are usually processed within 3 to 7 Business Days unless the Website, checkout, product page, Order Confirmation or written communication states otherwise.

Made-to-Order, Bespoke, Custom, Personalised, bridal, occasionwear, altered or event-specific Products may take longer. The estimated production time will depend on design complexity, measurements, fabric availability, customer approvals, production capacity, fittings, alterations, supplier timelines, seasonal demand and delivery requirements.

Any delivery or production date is an estimate unless Aromastaples expressly confirms a fixed deadline in writing. Event dates are not guaranteed unless Aromastaples has expressly accepted the deadline in writing.

Aromastaples currently expects to support shipping to the United Kingdom, Europe, the United States of America and Canada where available. Shipping destinations may change due to Website settings, courier availability, legal restrictions, payment-provider availability, customs requirements, business operations or other factors.

Estimated delivery after dispatch is usually:

• United Kingdom: 2 to 5 Business Days;
• Europe: 5 to 10 Business Days; and
• United States and Canada: 7 to 14 Business Days.

These are estimates and may be affected by couriers, customs, public holidays, weather, strikes, security checks, payment checks, incorrect addresses, failed delivery attempts, international processing or events outside Aromastaples’ reasonable control.

You are responsible for providing a complete and accurate delivery address. Aromastaples is not responsible for delays, failed delivery or loss caused by inaccurate or incomplete delivery information supplied by you, subject to your Statutory Rights.

For consumer orders, risk in the goods passes to you when the Product comes into your physical possession or the physical possession of a person you identify to receive it, unless the law says otherwise.

For international orders, you are responsible for customs duties, import taxes, clearance charges, local fees and checking whether the Product can lawfully be imported or used in your country, unless Aromastaples clearly states otherwise. Aromastaples will not provide false customs declarations.

12. Cancellations, Cooling-Off Rights, Returns, Exchanges and Refunds

This Section summarises key cancellation, return and refund rules. It does not remove your Statutory Rights.

If you buy online, by phone, by email, by message or otherwise at a distance, you may have a legal right to cancel certain consumer contracts without giving a reason. For most standard goods bought at a distance, the cancellation period is usually 14 days after the day you receive the goods.

If you cancel a qualifying order within the legal cancellation period, you usually have another 14 days to return the goods after telling Aromastaples that you want to cancel. Refund timing and deductions will be handled in accordance with applicable law.

Some Products and Services may be excluded from change-of-mind cancellation or return rights where permitted by law. This may include Products made to your specifications, made to your measurements, clearly personalised, altered at your request, or otherwise Bespoke, Custom or Personalised.

Aromastaples may ask customers to request a return for Ready-to-Wear Products within 7 days of delivery as part of its customer-service process. This 7-day request process does not reduce or replace any statutory cancellation rights that apply to online or distance purchases.

Returned Products should be unworn, unused, unwashed, unmarked, undamaged, with original tags, packaging and accessories where applicable, unless the return relates to a fault, incorrect item or legal right that does not require this condition.

You should not send a Product back without following the returns process or receiving return instructions, unless the law gives you a right to do so. The registered office is not automatically the returns address.

For change-of-mind returns, you may be responsible for return postage costs where this is made clear and permitted by law. If a Product is faulty, incorrect or damaged, different rules may apply.

Exchanges are subject to availability and may not be possible for every Product, especially Bespoke, Custom, Personalised, altered, limited-edition or sold-out Products.

Sale or discounted Products may be excluded from change-of-mind returns only where legally permitted. This does not affect your rights if a Product is faulty, not as described or otherwise does not meet legal requirements.

Aromastaples will not force store credit where the law requires a refund. Refunds will normally be made using the original payment method where practicable and legally required.

13. Faulty, Incorrect or Damaged Items

Aromastaples is responsible for providing Products that meet the legal standards that apply, including being of satisfactory quality, fit for a particular purpose where legally relevant, and as described.

If you believe a Product is faulty, incorrect, damaged, unsafe, not as described or otherwise does not meet legal requirements, you should contact Aromastaples as soon as possible using hello@aromastaples.co.uk.

You should provide your name, order number, Product details, date of delivery, a description of the issue and photographs or videos where helpful.

Aromastaples may need to assess the Product, review photographs, review the order record, review measurements, check written approvals, inspect the Product, contact delivery providers or ask you to return the Product for assessment where reasonable and lawful.

A Product will not usually be treated as faulty simply because of reasonable handmade variation, normal fabric variation, colour display differences, customer preference, normal wear and tear, misuse, incorrect care, unauthorised alteration, accidental damage, event-use damage, body changes, child growth or inaccurate measurements supplied by you, where the issue is caused by those factors.

If a Product is faulty, incorrect or damaged in a way that gives you legal rights, remedies may include repair, replacement, remake, adjustment, refund, price reduction or another remedy required by law depending on the circumstances.

Nothing in this Section affects your Statutory Rights, including rights that may apply within the short-term rejection period where applicable.

14. Alterations, Repairs and Aftercare

Aromastaples may offer alterations, repairs or aftercare where available, agreed and appropriate. These Services may be chargeable unless they are required as a legal remedy for a faulty, incorrect or non-compliant Product.

Customer-requested alterations may affect fit, design, structure, production time, delivery time, price, cancellation rights, return rights and refund position. Aromastaples may decline alteration or repair requests where they are not technically suitable, safe, commercially reasonable, consistent with the Product, or possible within the requested timeline.

If a Product is altered, repaired, cleaned, steamed, washed, worn, damaged or handled by someone other than Aromastaples, this may affect Aromastaples’ ability to assess or remedy an issue, subject to your Statutory Rights.

You should follow care instructions provided with the Product. Aromastaples is not responsible for damage caused by incorrect washing, cleaning, ironing, steaming, storage, handling, alteration, repair or use where the issue is caused by failure to follow care instructions or by misuse.

15. Intellectual Property, Designs and Customer Content

The Website, brand, logos, product images, videos, sketches, patterns, designs, product names, collection names, text, graphics, packaging, garment concepts, design concepts, Website layout and social media content may be protected by intellectual property rights.

You may use the Website for personal browsing and shopping. You must not copy, reproduce, sell, exploit, scrape, imitate, adapt or use Aromastaples content, designs, images, patterns, sketches, logos, product concepts or brand materials for commercial purposes without written permission.

Buying a Product gives you ownership of the physical Product after payment and delivery or collection where applicable. It does not transfer ownership of Aromastaples’ underlying designs, sketches, patterns, samples, construction methods, creative work, intellectual property, know-how or confidential business information.

Customer reference images or design ideas are used for guidance only unless Aromastaples expressly agrees otherwise in writing. Aromastaples may refuse requests that appear unlawful, unsafe, inappropriate, infringing, misleading, offensive, exploitative or inconsistent with the Aromastaples brand.

You are responsible for ensuring that any content, images, logos, names, artwork or materials you provide to Aromastaples do not infringe another person’s rights or break the law.

If you submit reviews, testimonials, photographs, videos, comments, social media tags or other content, you are responsible for ensuring that the content is truthful, lawful and does not infringe rights or disclose information without permission.

Purchase of a Product does not automatically give Aromastaples permission to use your image, name, review, private message, child’s image or other identifiable content for marketing. Aromastaples may ask for permission separately where required or appropriate.

Public tags, mentions or comments may be liked, replied to or acknowledged by Aromastaples, but they do not automatically allow Aromastaples to use your content in paid advertising or wider marketing without appropriate permission.

16. Privacy, Cookies and Personal Information

Aromastaples handles Personal Information in accordance with the Aromastaples Privacy Policy. The Privacy Policy explains what Personal Information Aromastaples collects, why it is used, lawful bases, who it may be shared with, how long it may be kept, your rights and how to contact Aromastaples about privacy matters.

The Aromastaples Cookie Policy explains how cookies and similar technologies are used on the Website, including essential cookies, preference cookies, analytics cookies, marketing cookies, social media technologies, pixels and similar tools.

Where required by law, non-essential cookies and similar technologies will be used only with appropriate consent. You should be able to manage cookie choices through the Website’s cookie banner or preference tool where available.

Personal Information may be processed in connection with orders, payments, delivery, consultations, measurements, fittings, bespoke orders, customer support, complaints, returns, refunds, marketing preferences, customer accounts, product reviews, social media communications, Website security and legal compliance.

You should not send unnecessary sensitive information, full card details, passwords or confidential third-party information through ordinary email, contact forms, social media or messaging platforms.

17. Website Availability, Third Parties and Acceptable Use

Aromastaples will seek to maintain the Website in a reasonable manner, but does not guarantee that the Website will always be available, uninterrupted, error-free, secure, up to date or compatible with every browser, device, system or plug-in.

Website availability may be affected by maintenance, updates, hosting providers, payment providers, courier integrations, third-party plug-ins, security tools, cookie consent tools, traffic levels, cyber incidents, technical issues or events outside Aromastaples’ reasonable control.

The Website may include links to third-party websites, payment providers, delivery providers, social media platforms, embedded content, plug-ins or other third-party services. Independent third-party services are not controlled by Aromastaples unless expressly stated otherwise.

Aromastaples is not responsible for the content, availability, accuracy, security, privacy practices, cookie practices, terms or policies of independent third-party websites or platforms. You should review third-party terms, privacy notices, cookie notices and settings before using them.

You must not misuse the Website, payment systems, Customer Account features, forms, checkout, images, content, intellectual property, security systems or customer communications.

18. Liability

Nothing in these Terms excludes or limits liability where the law does not allow liability to be excluded or limited. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, deliberate wrongdoing where it cannot be excluded, breach of non-excludable consumer rights, faulty goods rights, data protection duties, product safety obligations or any other liability that cannot legally be excluded.

If you are a Consumer, Aromastaples is responsible for losses you suffer that are a foreseeable result of Aromastaples breaking these Terms or failing to use reasonable care and skill, subject to the limits allowed by law.

Aromastaples is not responsible for losses that are not foreseeable, losses caused by inaccurate information provided by you, losses caused by misuse or incorrect care, losses caused by unauthorised alterations, losses caused by third-party platforms outside Aromastaples’ control, or business losses where you bought as a Consumer for personal use.

If you buy for business, trade, resale, styling, editorial, commercial, professional, influencer, wholesale or other non-consumer purposes, Aromastaples may limit or exclude liability to the fullest extent permitted by law, and separate written terms may apply.

Aromastaples is not responsible for delays or failures caused by events outside its reasonable control, such as courier disruption, customs delays, supplier issues, illness, emergencies, strikes, severe weather, cyber incidents, payment-provider issues, legal restrictions or other events beyond reasonable control. Where a delay is substantial or the law gives you cancellation or refund rights, those rights will be respected.

19. Complaints and Customer Support

If you have a question, concern or complaint, you should contact Aromastaples using hello@aromastaples.co.uk.

Your message should include, where relevant:

• your name;
• email address used for the order;
• order number;
• Product details;
• date of order;
• date of delivery;
• description of the issue;
• photographs or videos where helpful;
• outcome requested; and
• any other information reasonably needed to assess the matter.

Aromastaples will seek to handle customer enquiries and complaints fairly, reasonably and within a reasonable time. Response times may vary depending on business hours, order complexity, complaint complexity, evidence provided, courier investigations, payment-provider investigations, bespoke review, Product assessment, public holidays, seasonal periods, legal requirements or other operational factors.

Social media and messaging platforms may not be suitable for formal complaints, privacy requests, payment issues, legal notices, fault reports, return requests, refund requests, child information, Measurement information or confidential matters. Aromastaples may ask you to move an issue to email where a clear written record is needed.

Nothing in these Terms prevents you from seeking independent advice or contacting an appropriate consumer advice organisation, regulator, trading standards body, data protection authority, court, Alternative Dispute Resolution body or other lawful authority.

20. Changes to These Terms

Aromastaples may update these Terms from time to time to reflect changes to the Website, Products, Services, business processes, payment providers, checkout systems, delivery arrangements, returns processes, consultation services, privacy or cookie practices, legal requirements, tax requirements, product safety requirements, fraud prevention, security needs, customer-service improvements or business operations.

Updated Terms will usually apply from the date they are published on the Website. The version that applies to an accepted order will usually be the version in force when the order was accepted, unless a later change is required by law, benefits you, relates to Website use rather than an accepted order, is agreed with you, or another lawful reason applies.

Aromastaples will not use changes to these Terms to remove rights that already apply to an accepted order where the law does not allow this.

21. Governing Law and Disputes

These Terms and any contract between you and Aromastaples under these Terms are governed by the laws of England and Wales, unless the law requires a different approach.

If you are a Consumer living in England or Wales, you may bring legal proceedings in the courts of England and Wales. If you are a Consumer living in Scotland or Northern Ireland, you may also be able to bring legal proceedings in the courts of the part of the United Kingdom where you live, where the law allows.

If you are a Consumer outside the United Kingdom, these Terms are governed by the laws of England and Wales unless mandatory laws in your country or territory give you rights that cannot be excluded or restricted.

Where legally permitted, business, trade or commercial customers agree that the courts of England and Wales will have exclusive jurisdiction over disputes arising from or relating to these Terms, the Website, Products, Services, orders or related business arrangements.

If a concern or dispute arises, you should contact Aromastaples first so that Aromastaples has a reasonable opportunity to review and resolve the matter. This does not prevent you from exercising legal rights or seeking urgent legal advice where appropriate.

Alternative Dispute Resolution may be available for some Consumer disputes. Where required by law, Aromastaples will provide information about a relevant accredited or approved Alternative Dispute Resolution provider or body and whether Aromastaples agrees to use that process. Aromastaples is not committed to using a particular ADR provider unless Aromastaples confirms this in writing or is required to do so by law.

Aromastaples may seek urgent, interim or injunctive relief from an appropriate court or authority where legally permitted, including to protect intellectual property, confidential information, customer images, child images, Website security, brand identity, designs, customers or business information.

If any part of these Terms is found to be unlawful, invalid or unenforceable, that part should be treated as removed or limited to the minimum extent necessary where the law allows. The remaining parts will continue to apply as far as legally possible.

22. Contact Us

You may contact Aromastaples about Website use, orders, consultations, Products, Services, delivery, returns, complaints, privacy matters, cookies, intellectual property concerns or other customer matters using:

Email: hello@aromastaples.co.uk

Website: aromastaples.co.uk

Registered office: Aromastaples Ltd, 20 Wenlock Road, London N1 7GU, United Kingdom.

The registered office is not automatically a returns address, studio, fitting address, consultation location, collection point, repair address or customer-service appointment location. You should not send Products, returns, samples, fabrics, parcels or customer materials to the registered office unless Aromastaples expressly instructs you to do so in writing.

If Aromastaples updates its contact details, support channels, Website links, email addresses, social media accounts, registered office address or other business contact information, the updated details may be shown on the Website, in these Terms, in customer communications or in other customer-facing materials.