Terms and Conditions
Below are the Lewis’s Terms and Conditions. Please select a link for more information:
When you place an order with Lewis’s online you will be required to enter a valid e-mail address in order to receive confirmation e-mails regarding your order. This e-mail address will be used to create a user account that is individual to yourself and can be used to speed up any further orders you wish to place with us online. You will also be assigned a password to ensure the security of your account. Do not let anyone else have access to this password. If you think that someone may have accessed your user account, please email us at firstname.lastname@example.org and we will reset your password for you to update. Passwords are never viewed by Lewis’s staff and we will never ask you for your password.
The personal information you provide when you register as a customer must be true and accurate. By registering details with us, you agree not to imitate another person or entity, give false information or any names or information that you do not have authority to use.
Delivery will be made to the address specified when you complete the order. Please note that we only deliver to addresses within mainland England, Scotland, Wales and Northern Ireland. We use a variety of delivery methods, depending on the size of the item you order. For more information on our delivery service please see our Delivery Information section. Some items are delivered directly by the supplier and the supplier will contact you to arrange delivery. Our standard delivery time frame is 3 to 5 working days and we aim to deliver most of your larger items within 14 days. Please allow extra time over Bank Holidays. Whilst we make every effort to deliver all your items within 30 days of the date of your order, we shall not be liable if we fail to do so in part or in full due to circumstances beyond our control.
We use third-party delivery companies which may, at their discretion, leave an item in a safe place if no one is present at the time of delivery. In these circumstances, the delivery company will put a card through your letter box explaining where it has left the item. Ownership of an item will not pass to you until we have delivered the item to you (either directly, or by leaving it in a safe place or with a neighbour). When an item is delivered, any risk of damage to or loss of the item passes to you. Please ensure that any damages or missing parts are reported to us within 14 days of receipt.
When purchasing items, you will be charged for each item at the time you place your order. After this time, you cannot amend your order. Please note that orders can only be sent to the billing address of the card used for any first order placed. If you register for an account with us, any subsequent orders placed can then be sent to an alternative delivery address of your choice. Your order is placed when you press the ‘confirm’ button in the checkout once you have entered your delivery and payment details. Your order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we actually dispatch an item to you, at which point a contract will be made between us. At any point up until then we may decline to supply an item to you. If we decline to supply an item to you and you have already paid for it, we will give you a full refund of any amount already paid for that item in accordance with our refund policy. Your order may not be accepted for reasons including but not exclusive to the following:
- Products ordered are unavailable or unsuitable to dispatch.
- We are unable to obtain funds from your bank.
- Pricing or description errors on the products you have ordered.
- For any reason you do not comply with these terms and conditions at the time of dispatch.
Where items are dispatched separately, our acceptance of the order in respect of each item takes place when that item is dispatched. If you place an order for a television or television-receiving equipment, we will inform the TV Licensing Authority of your name, address and order details.
Whilst we will endeavour to ensure that you are happy with your purchase, we understand that there may be a need to contact us to arrange a return, in which case our policy is explained below, and would not affect your statutory rights.
If you wish to return a product to us for any reason, you may do so within 30 days of the delivery date. It must be in a saleable condition and in its original undamaged packaging, with tags, labels and accessories. We will refund the price of the product to the purchaser, but we will consider the overall condition of the product being returned when making a refund.
We will be unable to refund personalised items or any made-to-measure items which have been made to your specification, unless they are faulty. If we have received and assessed your returned item and are happy to offer a refund or exchange, this can be administered through our website.
We will refund your original delivery charges only where an item is deemed to be faulty/damaged or unfit for its intended purpose within 12 months of delivery. All our courier collection services operate on a Monday-Friday rota, and we regret that it will not be possible for us to offer a weekend collection service, irrespective of circumstance.
When returning an item to us, it is your responsibility to ensure that the item is packaged properly and carefully so that no damage is caused to the item. Failure to do so may result in your collection/return being refused and/or any refund due being reduced. Your statutory rights remain unaffected.
Our Standard Returns Policy
For safety/hygiene reasons we are unable to exchange or refund certain items unless they are faulty. They include: opened bedding/quilts, cosmetics/fragrance, loose underwear/swimwear, hats/hair accessories, earrings for pierced ears, and made-to-order items.
The refund will be issued to your original payment method. For gift returns, exchanges or returns with no proof of purchase, a credit receipt may be issued at the most recent price. Credit notes are valid for 12 months from date of issue.
This does not affect your statutory rights.
You have the right to cancel your order up to 30 days after receiving delivery. To do this, you should contact our customer service department via email at email@example.com. Our staff will then issue you with a return reference. We are happy to refund the full item amount and basic delivery charge for faulty or damaged goods in accordance with our refund policy.
If the item(s) have not been dispatched, we will cancel the order and we will refund payment in accordance with our refund policy. If the item(s) have been dispatched to you and we are unable to stop the delivery, you must refuse to sign for the delivery so that the item(s) are returned to us and we will refund you in accordance with our refund policy.
Sometimes you may not be able to part-cancel an order. If this is the case, our Customer Services team will explain this to you. If you have received delivery, you will be required to arrange for the item(s) to be returned to our Returns department. If you need assistance with this, we can arrange for a courier to collect the parcel. We will deduct the cost of this from your refund.
Please let us know if you wish to return an item within 30 days of receipt by following the instructions within your proof of purchase email. You will be required to return the items to our returns department. If you require assistance with this, we can arrange for a courier to collect the parcel. We will deduct the cost of this from your refund. The standard collection charge is £10 but this will increase depending on the item being returned. (Please see below.)
- Standard Parcel (Small/Medium Item) - £10
- Large / Oversized Parcel (Furniture) - £36
If you do not return the item as instructed within 30 days of cancellation, we may make a charge in respect of the cost of recovering (or attempting to recover) the item. Please note that your right to return an item does not apply to certain items unless the item has a manufacturing fault. These items include:
- CDs, DVDs, videos and computer software where the product is not sealed and unopened. This is because we cannot be sure in these circumstances that copies of the product have not been made.)
- Fragrances, perfumes and other cosmetic items.
- Electrical items are non-returnable under our approval guarantee, once installed or connected.
- Items which cannot be resold for health and hygiene reasons once unwrapped. For example: underwear, body jewellery, mattresses, duvets, blankets (including electric blankets), sofa beds, divans and personal grooming products.
- Flat pack furniture that has been partially or fully assembled.
Please return an item with its original packaging, undamaged if possible, and with all of its components. We will then offer you a refund in accordance with our refund policy. If you do not return an item after our reasonable attempts to recover it, you will be deemed to have accepted the item, at which point a new purchase contract will be made and you will be charged for your order at the price then set out on www.lewiss.co.uk. This does not affect your statutory rights.
Some, but not all, items are sold with a 12-month warranty. If you have any problems with your purchase, we can offer help and assistance. Please contact our Customer Service department via email at firstname.lastname@example.org. If an item is deemed faulty, we can arrange for a free collection using our courier service. However, if it is more convenient for you to send the parcel back via Royal Mail or any other delivery service, we will reimburse you to the value of £10.00. Please note that we cannot offer a postage refund in excess of this amount.
If we arrange for an item to be inspected or repaired, please also send a copy of the proof of purchase email. Failure to show that you have purchased the item from us may result in the repair becoming chargeable. Please note that some manufacturers may need to collect the item for inspection/repair. Repair turnaround time is dependent on the relevant manufacturer's current workload. We will not accept any claims for losses that you suffer during this time.
If a fault is caused by accident, misuse or negligence, or if it occurs outside the warranty period, it will not be covered by the manufacturer's warranty. Service estimates for an item not covered by the manufacturer's warranty will be chargeable. An estimate will be emailed to you; confirmation of acceptance is required within 10 days. Where such acceptance is not received, the item will be returned not repaired and a charge may be payable.
We recommend that you obtain proof of collection for any item that you return as faulty, as this will be required in the event that your parcel does not reach us. In an instance where a parcel does not reach us and proof of collection cannot be produced, we regret that we will be unable to offer a refund. Your statutory rights remain unaffected.
We have selected our products on the basis that they will be used for domestic use only. If you are planning to use them for business purposes, please make sure that you are covered by the appropriate insurance. Where you decide to use the products in the course of a business, we exclude (to the fullest extent permitted by law) those warranties and conditions relating to fitness for a particular purpose. Our maximum liability to business users arising out of, or in connection with the products shall be limited to the replacement value of the product in question (except in the case of death or personal injury caused by our negligence or in respect of fraud). In relation to business users, we do not accept liability for the fitness of goods for business purposes, nor do we accept liability for loss of use of the item nor any loss over and above the cost of the item in the event of a claim for breach of warranty or condition.
Missing, Damaged or Incomplete Orders
If your order arrives damaged or incomplete, please contact us immediately and we will deal with it accordingly.
If you do not receive your order within 14 working days of receiving a 'Dispatch Confirmation' email you must contact us. We will then open an investigation with the appropriate courier.
Payment of Refunds
If a refund is required due to a product being returned to us, we will only issue that refund once we have received the returned product. Refunds will be processed within 14 calendar days of receipt of the returned item(s).
Please note that all refunds will be made back to the original card used to make the purchase.
Refunds can take 3-5 working days to clear.
We welcome customer feedback concerning our products and services. Please direct your comments to email@example.com with your order number, enquiry and contact telephone number. A member of our customer support team will then respond to your enquiry as soon as possible. Please note that office opening hours are Monday - Friday 8.30am - 5.00pm.
Your personal information is important to us; we value your privacy and we safeguard all Personal and User Information. We comply with all GDPR and Consumer Legislation.
Every effort is made to ensure that the items that we feature on our website are in stock. However, in the event that a product you have ordered is not in stock or unavailable, we will endeavour to contact you at the earliest opportunity, either by e-mail or telephone. You are then entitled to cancel your order completely, exchange it for a different product of the same value, or wait for the item to come back into stock. Alternatively, if we believe that the item you wish to order will not become available, we will not accept your order and inform you accordingly.
All reasonable care has been made to ensure that product images, descriptions and specifications are correct. However, specification details may change. We endeavour to keep all of the information held on this site up to date and accurate. We cannot confirm the price or description of any goods until your order is accepted.
Prices are inclusive of VAT and all prices are stated in pounds sterling. If we refer to a product’s price and show what the previous selling price was, then the item will have been offered for sale either in stores or on our website for that price for a period of at least 28 days out of the previous 6 months. Unless stated otherwise, if we have mistakenly under-priced an item, we will not be liable to supply that item to you at the stated price. In that case, we will notify you before we dispatch the item to you, and we will notify you of the correct price so that you can decide whether or not you wish to order the item at that price. If you decide not to order the item, we will give you a full refund on any amount already paid for that item in accordance with our refund policy.
We accept the following:
Your debit/credit card details will be encrypted by the Lewis’s online store to minimise the possibility of unauthorised access to your information.
If you believe that your card has been fraudulently used on our site or that your password is known by another, please ensure that you inform us immediately.
Authority for payment must be given at the time of order. If there is a problem in taking payment for all or part of your order, we will contact you by email.
Use of the Website
We reserve the right to change or withdraw this website temporarily or permanently without notifying you and by doing so we are not liable to you or any other party.
We reserve the right to modify and update our Terms and Conditions of sale from time to time, and through the continued use of our website you are acquiescent of these changes. It is your responsibility to review our Terms and Conditions of sale before purchase. Through the ongoing use of our site it will be deemed that our Terms and Conditions of sale are acceptable to you. If you do not agree to these Conditions, please do not continue to use our website.
For our customers’ benefit, we may feature some links to external websites providing information relevant to the product advertised. In these cases, Lewis’s accepts no liability for the content of these sites. From time to time we may show advertising from other companies on our site. It is the responsibility of the advertising company to ensure that any adverts are correct and legal, and we accept no liability for any errors or faults.
Lewis’s wishes to provide the very best service possible to our customers. This site is provided free of charge to our customers and we make no guarantees as to its availability or that the site will be fault-free. If we are in breach of these Terms & Conditions, we will only be responsible for any resulting losses that you suffer to the extent that they are a foreseeable consequence to both of us at the time you make the relevant order.
These Terms & Conditions are subject to English law. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you must do so in England, Scotland, Wales or Northern Ireland.
If you have any queries, please contact us. You can email us at firstname.lastname@example.org or in writing to:
LHR Holding Limited
Company Registration No. 11858129
VAT No. 325 579 578
The above terms and conditions are not intended to replace or compromise your statutory rights.