Terms & conditions

Your Order

You will receive an order confirmation by E-mail as soon as you have placed your order. Please keep it in a safe place as we may ask you for some information from it in case of any correspondence. If you do not receive this E-mail please contact hello@theo-theo.com so we can investigate and confirm that your order has been placed successfully.

Contract

Once payment has been received and we confirmed your order by E-mail, it will bring into existence a legally binding contract between us.

Price & Payment

The prices payable for goods that you order are as set out in our website. You may be required to pay delivery charges added at the checkout stage based upon your location. We collect payment as soon as you place the order.

Taxes

All prices shown are inclusive of 20% VAT. Overseas orders may be subject to import duties and taxes, which are levied once a shipment reaches its destination country. We have no control over additional customs charges and as such, these charges are to be paid by the purchaser.

Product

We make every effort to ensure colours appear as realistic as possible. However due to the constraints of digital reproduction on different web browsers, we cannot guarantee exact colour depiction. Every care is taken to ensure descriptions and measurements are accurate, however variations may occur. Measurements are approximate and may vary according to the size of the item.

Cancellation

You may cancel your contract with us for the goods you order at any time up to the end of the seventh working day from the date you place your order, providing your goods have not already been despatched. To cancel your order you must notify us in writing either be E-mail to hello@theo-theo.com quoting your name and order reference or by post to Theo, Unit 14-15, 10-14 Hollybush Gardens, London E2 9QP. If the goods have been despatched then please follow our returns policy as detailed below.

By law you are entitled to a ‘cooling off’ period of up to 14 days after the receipt of the goods. If for whatever reason you wish to return your purchase (or part of it), simply send the goods back to us at the following address: Theo, Unit 14-15, 10-14 Hollybush Gardens, London E2 9QP and we will reimburse you the initial charge including your delivery cost as soon as the goods are back with us. Once you have notified us that you are cancelling your contract, any sum debited from your credit card will be re-credited, to your account as soon as possible provided that the goods in question are returned by you and received by us in the condition they were in when sent to you. The cost of return delivery charge must be paid by you.

We reserve the right to cancel the contract between us if:

  • We have insufficient stock to deliver the goods you have ordered
  • We do not deliver to your area
  • One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers. If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

Delivery

Most items listed on the site are in stock (unless otherwise indicated) and will be dispatched within 3 working days from receiving the order.

If, in the opinion of Thorsten van Elten , the wrong delivery option has been specified ie. a wrong country, then we will contact you and delay your order until the correct delivery option has been agreed and if necessary revised payment processed. Please call 020 7739 7237 if you require assistance. We will deliver your order to the delivery address given at the time you place your order. Delivery will be made as soon as possible after your order is accepted dependant on the lead time of the product. You will be notified when the goods come into stock for goods that require ordering and on despatch for stock items. You will become the owner of the goods you have ordered when they have been delivered to you and full payment has been received.

Delivery dates acknowledged by Thorsten van Elten are non-binding estimates only, based upon the best available information concerning manufacturers lead times and transportation schedules. Estimated delivery dates will be considered as accepted by the buyer unless disagreement is notified to the Company in writing within seven days of order placement. Special delivery conditions requested by the buyer should be given in writing at the time of order placement and will be considered by the Company and if necessary conditions and charges may change accordingly. From delivery or placement into storage all risks for the goods pass to the buyer.

Please ensure that you enter your correct and full invoice and delivery address. If we are in doubt we will contact you and this may delay the delivery of your goods.

Liability

If the goods we deliver are not what you ordered, are damaged or defective, or the delivery is of an incorrect quantity, we ask you to examined your goods as soon as reasonably possible after delivery and to notify us of the problem in writing within 7 working days. We may ask you to provide us with an image where possible.

If you notify a problem to us under this condition, our obligation will be, at your option:

To make good any shortage or non-delivery

To replace or repair any goods that are damaged or defective

To refund to you the amount paid by you for the goods in question

Returns & Exchange Policy

By law you are entitled to a ‘cooling off’ period of up to 14 days after the receipt of the goods. If for whatever reason you wish to return your purchase (or part of it), simply send the goods back to us at the following address: Theo, Unit 14-15, 10-14 Hollybush Gardens, London E2 9QP and we will reimburse you the initial charge including your delivery cost as soon as the goods are back with us. Once you have notified us that you are cancelling your contract, any sum debited from your credit card will be re-credited, to your account as soon as possible provided that the goods in question are returned by you and received by us in the condition they were in when sent to you. The cost of return delivery charge must be paid by you.

The product you returedn must be in new, unused, condition with all the original packaging and product tags still attached. New and unused means that there are no marks on the item or any wear on the tags. We will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser.

Goods that have been made to order in a specific finish or colour as per the customer’s specifications cannot be returned. If received damaged or defective then a replacement will be manufactured and delivered as replacement as soon as possible. PLEASE ONLY ORDER IF YOU ARE SURE THAT THE ITEM AND FINISH IS RIGHT FOR YOUR NEEDS AS YOU WILL NOT BE ABLE TO CHANGE THE ORDER AFTER THE ITEM HAS BEEN ENTERED INTO PRODUCTION OR BECAUSE IT IS DIFFERENT TO WHAT YOU EXPECTED FOLLOWING DELIVERY UNLESS WE HAVE NOT SUPPLIED THE CORRECT ITEM OR SPECIFICATION AS PER THE ORDER CONFIRMATION. ALSO BE CAREFUL TO CHECK ACCESS TO YOUR PROPERTY AS DELIVERY IS ON THE BASIS THAT YOU HAVE CHECKED THE DIMENSIONS OF THE ITEM AND THAT IT FITS THROUGH ALL DOORWAYS, STAIRWELLS AND WITHIN THE AREA OF INTENDED USE.

Withdrawn/Discontinued

In the event that an item is withdrawn, discontinued or changed by the manufacturer then Theo will offer an alternative or refund after informing the customer involved.

Notices

Unless otherwise expressly stated in these Terms & Conditions, all notices from you to us must be in writing and sent to us at Theo, Unit 14-15, 10-14 Hollybush Gardens, London E2 9QP.

Governing Law

The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.

Entire Agreement

These Terms & Conditions, together with our current website prices, delivery details, contact details and Privacy Policy, set out the whole of our agreement relating to the supply of the goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. The company accepts responsibility under these terms & conditions for its commitment to you.

Links To Other Websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Privacy Policy & Security

Theo respects your privacy rights and recognises the importance of protecting the information we collect about you. Therefore we have adopted a Privacy Policy that guides how we collect, store and use the information that you provide us with. (This policy applies only to sites maintained by thorsten van elten and not to websites maintained by other companies or organisations to which we provide links to.)

Personal Information

Theo only collects personal information from our online visitors on a voluntary basis, and only during registration or placing an order. Visitors purchasing goods and services online will need to provide a valid credit or debit card number and expiration date, in addition to their name, mailing address, telephone number (your telephone number may be given to our courier), and email address. These details allow us to process your order and to let you know the status of your order.

How This Information May Be Used

When you register with Theo, you will be asked to provide personally identifiable information. The information you provide allows us to alert you to new products, services, special offers/promotions, news and events. We will NEVER share your information with parties outside our organisation (except to the extent required by law, court order, or as requested by other government or law enforcement authority.)

If at any point you wish to have your name removed from our database, you can do so by sending an email to hello@theo-theo.com with the subject ‘unsubscribe’

Safeguarding Personal Information

We will only collect personally identifiable information to the extent deemed reasonably necessary to serve our legitimate business purposes, and we will maintain appropriate safeguards to ensure the security, integrity and privacy of the information you have provided us with. By using this site, you signify your consent to the thorsten van elten Privacy Policy. If you do not agree to this policy, please do not use this site. We reserve the right to make changes to this policy. Please check back from time to time to ensure you are aware of any changes in our privacy practices. Your continued use of our site will signify your acceptance of these changes.

Security

Internet Security Technology

When you place an order with us using our secure online order form and web browser such as Microsoft’s Internet Explorer, Firefox or Netscape’s Navigator, the order is encrypted. The use of SSL encryption scrambles data sent from the browser to the thorstenvanelten.com server in a way that only Theo can access.

Checking Your Browser Security

You will notice that when you look at the location (URL) field at the top of the browser it begins with https: instead of the normal http: This means that you are in secure mode. You can also verify the security of a document by checking the security icon at the bottom-right hand corner of your browser (usually a lock and key padlock or a solid gold key depending on your browser and version). This is your assurance that your browser and server are communicating securely. All information transmitted on our secure online order form is encrypted while in transit, so that even if the information is intercepted, because it is encrypted, it is useless to anyone. When our Secure Payment Server has received your credit card information it is sent directly and encrypted to the PROTX server and will never be stored or saved at the theo-theo.com website.

Security of your personal data is of highest priority to us. This is why we have utilised encryption technology to guarantee unauthorised parties have no access to personal and credit card details as they are passed over the internet. This has been independently verified. Also, under no circumstances will we pass on your personal details to any other company other than for the purpose of delivery of your order.

Contact

Theo is the online trading name of Thorsten van Elten ltd. registered in England. Thorsten van Elten ltd. Customer services open: Monday – Friday 10.00 – 17.00, Unit 14-15, 10-14 Hollybush Gardens, London E2 9QP

www.theo-theo.com is a site operated by Thorsten van Elten Ltd. We are a UK based website and our offices are at Unit 14-15, 10-14 Hollybush Gardens, London E2 9QP, Tel: +44 (0)20 7739 7237, Fax: +44 (0)20 7613 1123, E-mail: hello@theo-theo.com VAT Reg No: 802127868