Terms & Conditions

These terms apply to any purchases you make on our website. Please read them carefully before you place any orders on our website, as they set out important information about your and our rights and obligations.

You must agree to these terms before you place your order.

You must be at least 18 years old to place an order on our website.

Your attention is particularly drawn to clause 18 of these terms, which sets out important limits and exclusions of our liability to you.

1. About us
   1. We are Moncrief (London) Limited a company registered in England and Wales under company number: 16786503. Our registered office is at: House On The Heath, 7 Heath Street, London NW3 6TP. Our VAT number is: 506675675 We are a licenced retailer of the Moncrief brand and hold an exclusive licence to distribute Moncrief products in the UK, Europe, Australia and the United States of America.
2. How to contact us
   1. You can contact us by sending an email to [email protected]
3. These terms
   1. Any reference to ‘we’, ‘us’ or ‘our’ in these terms is to Moncrief (London) Limited t/a Moncrief, and any reference to ‘you’ or ‘your’ is to the person placing an order on our website.
   2. We may make changes to these terms at any time. However, the terms which apply to your order will be those in force at the time you submitted your order to us.
   3. Please print out or save a copy of these terms and any emails from us for your records, as we will not save or file a copy for you. These terms are only available in English.
   4. Your use of our website is governed by our Website Terms of Use which are available on our website.
4. Orders
   1. Please check your order carefully and correct any errors before you submit it to us.
   2. After you place your order, we will send you an acknowledgment email to let you know that we have received your order. This does not mean that your order has been accepted by us. Your order is an offer to buy products from us on these terms.
   3. Acceptance of your order by us takes place when we dispatch your order to you, at which point a legally binding contract is formed between you and us on these terms. We will send you a shipping confirmation email to let you know once your order has been dispatched.
   4. If we do not accept your order, for example because we have been unable to pre-authorise the payment, the products are unavailable, you are under 18 or there has been a mistake regarding the pricing or description of the products, we will email you using the details you provided when you placed your order. We have the right to reject any order for any reason.
   5. If we are making any bespoke or personalised products for you, which are based on information, measurements and personal preferences that you provide to us, you are responsible for ensuring that the information is correct.
5. Availability
   1. All orders are subject to availability. We cannot guarantee that any product will be available at any given time. In certain circumstances beyond our reasonable control, for example where there has been a change in law, we may need to stop selling certain products. If this happens and it affects your order, we will notify you by email, cancel your order and provide you with a full refund (including any delivery costs) if payment has already been taken.
6. Making changes to your order
   1. If you would like to make any changes to your order after you have submitted it, please contact us as soon as possible and we will let you know if it is possible to change your order.
7. Product descriptions
   1. Descriptions of our products are set out on our website.
   2. Please read the product description carefully. Pictures and images of the products or their packaging on our website are for illustration purposes only. Your products and their packaging may vary slightly from those pictures or images.
   3. We cannot guarantee that the colours displayed on your device will match exactly the appearance of your products. The colours of the products displayed on our website may vary depending on what device you are using and your settings.
   4. All weights, sizes and measurements set out on our website are approximations and some of our items may differ or vary in size.
   5. The colours of our products may vary depending on a number of factors such as the design, material and manufacturing batch. You accept that the colours of our products may vary slightly and may not be the exact shade or tint as the other.
   6. We make no representation, warranty or guarantee that the measurements of our luggage products are suitably compliant with airline baggage restrictions. We advise you to contact your airline in advance of making a purchase of our luggage products to ensure that they comply with third party carriage requirements.
8. Use restrictions
   1. You must use our products only for domestic and personal use. You must not use our products for commercial, business or resale purposes.
9. Prices
   1. Prices for our products are set out on our website. All prices include VAT (or other such tax) at the applicable rate, but exclude delivery charges. For information on delivery options and costs, go to clause 23.
   2. Prices for our products and delivery charges may change at any time. Except as set out in clause 9.3 below, such changes will not affect existing orders.
   3. If there has been an error on the website regarding the pricing of any of our products and this affects your order, we will try to contact you using the contact details you provided when you placed your order. We will give you the option to re-confirm your order at the correct price or to cancel your order. If we are unable to contact you, we will treat the order as cancelled and notify you by email.
10. Payment
    1. You can pay by for our products with PayPal.
    2. We will take payment from you immediately after the order has been placed. If the payment is unsuccessful, we will try to contact you using the contact details you provided when you placed your order. If we are unable to contact you, we will cancel your order and notify you by email.
11. Delivery dates and costs
    1. You will be given available delivery options to choose from when you place your order.
    2. Your order will be delivered on the selected delivery date or within the delivery period specified, depending on the delivery option you chose when you placed your order. We will deliver your order within 30 days of the shipping confirmation email unless otherwise agreed between you and us.
    3. Any delivery dates stated during the order process, or in your order acknowledgment or shipping confirmation emails, are estimates, unless we have agreed a specific delivery date with you.
    4. We will do all that we reasonably can to deliver your order within the delivery period or on the estimated delivery date. If your delivery is delayed, we will email you to let you know as soon as reasonably possible. However, we are not liable to you for any losses you incur if delivery or dispatch is delayed because of circumstances beyond our reasonable control, including circumstances with our preferred courier.
    5. For international orders outside of the UK, you agree to pay all international shipping and delivery costs, customs charges and duties that are incurred. It is also your responsibility to comply with all applicable local laws and regulations in which the products are destined.
12. Delivery
    1. We use DHL to deliver our goods
    2. If something happens which is outside of our control and affects the estimated date of delivery, we will provide you with a revised estimated date for delivery.
    3. Delivery will take place at the address specified by you when you placed your order with us.
    4. Unless you and we agree otherwise, if we cannot deliver your goods within 30 days of the date of your Confirmation Email, we will:
       1. let you know;
       2. cancel your order; and
       3. give you a refund.
    5. If nobody is available to take delivery, please contact DHL directly using the tracking code assigned to your order.
    6. You are responsible for the goods once they have been delivered to the address specified by you when you placed your order with us. In other words, the risk in the goods passes to you when you take, or a third party nominated by you takes, possession of the goods.
    7. We may deliver your goods in instalments.
13. Overseas Orders
    1. Our products are mainly intended for use by customers who reside in the UK. For international orders which are outside of the UK, you agree to:
       1. be responsible for all international shipping and delivery charges;
       2. comply with all local laws and regulations in the country for which the products are destined;
       3. pay all taxes, duties and customs charges; and
       4. familiarise yourself with all charges, taxes, duties and shipping costs that may be incurred before placing an order.
    2. We will not be held liable for any delay in delivering your order due to any event outside of our control, such as international shipping delays, customs clearance and duty
14. Your right to cancel
    1. You have the right to cancel this contract within 14 days of placing an order without giving any reason. This does not apply to products that have been worn or had their labels removed, perishable products, bespoke product or any products that have a protective or hygiene seal (such as underwear and beauty products etc.) if that seal has been broken.
    2. To cancel your order, please email us at [email protected] You can also use the cancellation form available in the Schedule to these terms. To help us process your cancellation more quickly, please have your order number ready or include it in the email or cancellation form you send to us.
    3. If you have already received your order and you wish to cancel pursuant to clause 14.1, you must return the products to us within 14 days of telling us that you want to cancel your order. The deadline is met if you send the products back to us before the 14-day period has expired. We strongly recommend that you get proof of postage. We may withhold the refund until we have received the products back from you.
    4. Products must be returned to us in a new and unused condition and, to the extent possible, in their original packaging. We may make a deduction from the refund amount if you have handled the product in a way that has diminished the value of the product, if such handling was beyond what is necessary to establish the nature, characteristics and functioning of the products. You are responsible for the products while they are in your possession and in transit to us.
    5. Unless your products are faulty or misdescribed, you are responsible for the cost of returning the products to us.
    6. We will provide you with a full refund (including basic delivery charges, if applicable) as soon as possible. If you cancelled before you received any products, we will issue the refund no later than 14 days after the day on which you told us that you want to cancel. If you have sent products back to us, we will issue the refund no later than 10 working days after the day we receive the products back from you or, if earlier, 10 working days after the day you provide us with evidence that you have sent the products back.
    7. We will issue your refund to the same payment method you used when you placed your order.
    8. We do not provide any exchanges on returned products.
    9. You accept and agree that any returns submitted not in accordance with this clause 14 shall not be eligible for a refund.
    10. We only accept returns on products purchased from this site.
        1. Returned goods must be sent to the Company’s Returns Department at the address specified in the Schedule Termination / Cancellation Form at the bottom of this page, and not to the Company’s registered office.
        2. Online purchases through this site cannot be returned at any physical retail store location. Any attempt to return online purchases in-store will not be accepted.
        3. Any Moncrief products purchased via a third party merchant must be returned to the third party merchant.
15. Faulty products
    1. Your legal rights in relation to faulty products (also known as ‘statutory rights’) are set out at the top of these terms. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:
       1. contact us using the contact details at the top of this page; or
       2. visit the Citizens Advice website www.citizensadvice.org.uk or call 0808 223 1133.
    2. Nothing in this contract affects your legal rights if the goods are faulty. You may also have other rights in law.
    3. If your goods are faulty, please contact us using the contact details as set out in clause 2 of these terms.
16. Luggage Warranty
    1. Some luggage products purchased on our site come with a warranty as to the quality of the luggage, which will be stated on the product tag. In order to make a claim against the warranty, the tag and proof of purchase must be retained and submitted. You agree that without the tag and proof of purchase, a warranty claim shall be void. On making a warranty claim, you agree to be responsible for all shipping costs incurred in returning the luggage back to us.
    2. To make a warranty claim, please contact us at [email protected]
    3. The warranty on our luggage products will start from the date of purchase and will cover manufacturing defects only. You agree that the warranty shall not cover:
       1. accidental damage;
       2. wear and tear;
       3. improper use; or
       4. damage caused whilst the luggage product is in transit.
    4. We may accept or decline a warranty claim and agree to act reasonably in making a decision as to a warranty claim.
    5. If a warranty claim is accepted, we may offer a substitute similar product if we are unable to repair or replace the luggage product. If the warranty claim is accepted, we will incur the shipping costs in returning the luggage to you.
    6. If, after warranty claim is accepted, you are not happy with the suitable substitute product offered to you, you may request a refund of the original product covered by the warranty provided that:-
       1. you are able to provide the receipt of suitable proof of purchase; and
       2. you pay for the return of the substitute product offered in the first instance.
    7. If the warranty claim is not accepted, you shall be liable for the shipping costs incurred in returning the product back to you.
    8. This clause shall not limit or reduce your statutory rights.
17. Events beyond our control
    1. We are not liable to you if we fail to comply with these terms because of circumstances beyond our reasonable control.
18. Limitation on our liability
    1. Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:
       1. losses that were not foreseeable to you and us when the contract was formed;
       2. losses that were not caused by any breach on our part;
       3. business losses; or
       4. losses to non-consumers.
    2. We use reasonable endeavours to ensure that the descriptions of our products remain accurate. Our products described as “Moncrief Bespoke” are the only items that are handmade in Italy and are made bespoke to each customer. All other Moncrief products and ranges, such as Mainline, London, Alpine and others are all ready-to-wear items which are not handmade nor manufactured in Italy. No representations are made that our ready-to-wear items are handmade or made in Italy, unless expressly stated.
19. Your information
    1. Any personal information that you provide to us will be dealt with in line with our Privacy Policy available on our website, which explains what information we collect and hold about you, and how we collect, store, use and share such information.
20. No third party rights
    1. No one other than us or you has any right to enforce any of these terms.
21. Transfer of rights
    1. We may transfer our rights under these terms to another business without your consent, but we will notify you of the transfer and make sure that your rights are not adversely affected as a result.
    2. You are not allowed to transfer your rights under these terms to anyone without our prior written consent.
22. Complaints
    1. If you are unhappy with us or the products you ordered, please contact us at [email protected].
23. Dispatch and Delivery
    1. All Moncrief products (other than Moncrief Bespoke) with UK Delivery
       
       We aim to dispatch orders between 2 to 7 business days and offer free DHL express delivery service to all UK orders. DHL tracking details will be provided so you can monitor any delivery updates. However, our courier may take longer if you reside in remote areas e.g Scottish Highlands and Northern Ireland, or any orders placed near any bank holidays etc. Please be aware someone will need to be available to sign for your order, otherwise the package will be kept by DHL who you can contact to reschedule a delivery date.
    2. Moncrief Bespoke with UK & Non-UK Delivery
       
       All Moncrief bespoke items we provide free complimentary delivery.
       
       Moncrief bespoke items are carefully handmade in Italy with the finest components being sourced from all over the world, so may take up 12 weeks to craft. Any delivery dates shown on our website are to be used as a general guide to help you estimate the dispatch/delivery time. Please take into consideration any local public holidays or delivery restrictions.
       
       Once an order is placed, we aim to keep you informed about your bespoke item development. DHL delivery will be in contact with any transportation updates after dispatch and tracking code will be provided.
    3. International Delivery on all other Moncrief items other than bespoke
       
       Delivery within Europe (excluding UK) costs between £15- £45 depending on size/weight of item. (The delivery cost will be calculated at check out and does not include any duties/taxes that can incur)
       
       Delivery outside of UK and EU costs between £15- £80 depending on size/weight of item. (The delivery cost will be calculated at check out and does not include any duties/taxes that can incur).
       
       Please note custom clearance/tax may impact your delivery and we will not be held responsible for any delays caused by customs.
24. Governing law and jurisdiction
    1. The laws of England and Wales apply to these terms, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
    2. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Schedule
Termination Cancellation Form

Date:
To: Moncrief (London) Limited t/a Moncrief.
Returns/Cancellation Department: Sterling House, 9 East Road, Harlow, Essex CM20 2BJ.
Email: [email protected]
I hereby give you notice that I wish to cancel my contract for:
Order Number:
Ordered On:
Received On:
Name of Customer:
Address of Customer:
Signature of Customer: