Customer services

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Information

Dispatch and Delivery

If there is a problem with your Order, we will contact you as soon as possible. Delivery will be made as soon as possible after you Order is accepted. We aim to send out Neisha Crosland Products on the working day after we receive an order, however this is not guaranteed. At particularly busy times of the year, such as Christmas, we recommend placing your orders early to make allowance for delivery delays.

There is one delivery charge per order, which will vary according to the weight and/or variety of goods purchased. Orders containing a variety of products will incur different delivery charges (as Neisha Crosland products are not all shipped from one central warehouse), which will then be combined into one total charge. The timing of deliveries for orders featuring a variety of products will vary as Neisha Crosland Products are not all held at a central warehouse. This means deliveries will come from different locations, and arrive at different times. All deliveries must be signed for at the delivery address you provide to us as part of your order. All Products must be checked upon receipt. It is the customer’s responsibility to inform Neisha Crosland within 7 days if they feel any of the Products in the Order arrive damaged or faulty. Please advise customerservice@neishacrosland.com of any issues, and we will instruct you accordingly. If, once returned and checked, Products are deemed to be faulty by Neisha Crosland, replacement Products will be delivered free of charge. Replacement goods may not be immediately available, in which case we will advise you of lead times, offer an alternative or a refund.

If you order goods from our Site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that Neisha Crosland have no control over these charges and cannot predict their amount, you should contact your local customs office for further information before placing your order. Note that Neisha Crosland make no representation that any products sold through this Website are appropriate or available for use outside of the UK. You must comply with all applicable laws and regulations of the country for which the products are destined. Neisha Crosland will not be liable for any breach by you of any such laws.

Tracking your order

To track the status of your order, please log into your account or contact customerservice@neishacrosland.com

Refunds and Returns

Returns

Fabric that has been cut to order cannot be returned, unless faulty or damaged, and returns of wallpaper can only be accepted on 5 rolls (of each design and colourway) or more and a 20% handling charge will be incurred.

We encourage customers to ask for a sample of these items BEFORE placing an order

Otherwise you may cancel your Order up to anytime within seven days from the date you receive the ordered Products. A written notification of cancellation must be sent by email to customerservice@neishacrosland.com . It is your responsibility to return the Products to the address advised by Neisha Crosland. The cost of returning the Products will be the responsibility of the customer. Products must be returned in the same packaging as they were sent, or of an equivalent standard. All parcels are sent back at your own risk. We would advise using special delivery as the parcel is not our responsibility until we sign for it. We will only accept the return of Products if sent back in original, unused condition. Refunds, excluding delivery, will be issued within 21 days after Products have been received and checked, and are always credited via the original method of payment.

If after seven days you wish to return your Products, a credit note will be issued to the total of the returned goods, excluding delivery. As previously stated, goods must be returned in original, unused condition. Neisha Crosland reserves the right to refuse a credit note or replacement of a Product if it has been tampered with or damaged. Credit notes will be issued within 21 days after Products have been received and checked. Credit notes are valid for the period of one year from issue.

‘Archive Sale’ Items

All sales within this product group are final, and non-returnable/refundable.

Faulty or damaged products

It is the customer’s responsibility to inform Neisha Crosland within seven days of receipt if they feel any of the Products in the Order arrive damaged or faulty. Please advise customerservice@neishacrosland.com of any issues, and we will instruct you accordingly. If, once returned and checked, Products are deemed to be damaged or faulty by Neisha Crosland, Products will be replaced free of charge.

Using the Website

Privacy policy

Neisha Crosland values its customers and respects their privacy. Any information you provide when using this website will only be used in accordance with our terms and conditions, of which this privacy policy is part.

The information we collect

When registering on our site, you will be required to give us certain details of personal information – your name, address, telephone number and email address. This information is used to process orders and deliver products, and assist any enquiries that occur. The email address you provide for order processing may be used to send periodic emails containing information and updates pertaining to your order, in addition to email marketing campaigns for products, news and information about new products, special events, services or promotions that we run from time to time.

Our website uses “cookies” which are small pieces of data stored on your hard drive that we use to help us remember and process the items in your shopping cart, understand and save your preferences for future visits, and so that you may retrieve your shopping basket at any time.

Disclosure of Information

We will not release your personal information to any company outside of Neisha Crosland. This does not include reputable third parties who will help process or service your order, or assist us in operating our website, so long as those parties agree to keep this information confidential. Your email address will be transferred to our MailChimp account in order to allow us to create and send marketing email campaigns only. We do not allow MailChimp to pass your details on to any of their sub processors. Neisha Crosland takes Data Protection extremely seriously, and requires all such third parties to treat your information as fully confidential, and to fully comply with all applicable UK/GDPR Data Protection and consumer legislation from time to time in place.

Security

We implement a variety of security measures to maintain the safety of your personal information when you place an order.

We offer the use PayPal's secure servers. All your bank or card details are transmitted via Secure Socket Layer (SSL) technology and then encrypted into PayPal's database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.

Consent

By using this web site you consent to our privacy policy, and to our collection and use of your personal information as stated above.

Terms & Conditions

These terms are a legal agreement between the user or customer of the Neisha Crosland website and Neisha Crosland Design Limited.

If you continue to browse and use this Website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Neisha Crosland Design Limited's relationship with you in relation to this Website. If you disagree with any part of these terms and conditions, please do not use our website.

Interpretation

In these terms and conditions:

“Customer” - means the person who places an order via the Website for our products;
“Neisha Crosland” – means NCD Design Limited, (Neisha Crosland Design Ltd). Company registered in England – registration number 6830310
“Order" - means an offer by a Customer to purchase any of the Products through this website;
"Products" - means the Products described in any order made via the Website;
"Terms and Conditions" - means the standard terms and conditions of sale set out in this document and (unless the context otherwise requires) includes any special terms and conditions agreed through Neisha Crosland Design Limited and the Customer;
"User" - means a person who accesses, browses or otherwise uses the Website;
"Website" - means the website located at www.neishacrosland.com/store

This Website is owned and operated by Neisha Crosland Design Limited and contains material which is originated in whole or in part by Neisha Crosland, it’s partners and suppliers. The content of the pages of this Website is for your general information and use only. It is subject to change without notice.

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this Website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Your use of any information or materials on this Website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this Website meet your specific requirements.

Unauthorised use of this Website may give rise to a claim for damages and/or be a criminal offence.

From time to time this Website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

Your use of this Website and any dispute arising out of such use of the Website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Intellectual Property Rights

This Website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

Copyright Notice

This website and its content is copyright of NCD Design Limited (Neisha Crosland Design Ltd) © 2012. All rights reserved. Any reproduction of part or all of its contents in any form is prohibited. You may not distribute or commercially exploit the content. Permission is granted to electronically copy and to print hard copy parts of this Website for the sole purpose of placing an Order or using this Website as a shopping resource.

Ordering

Once you have successfully placed an order you will be sent an email confirming, among other things, receipt and details of your order. It is the Customer’s responsibility to check the confirmatory email and notify us immediately of any errors. A follow up email will be sent once all goods have been dispatched to you.

Pricing & Payment

All prices include VAT at the applicable current rates but exclude delivery charges. No item will be despatched until full payment has been received.

Retention of Title

Neisha Crosland remains the Product owner until the items have been paid for in full. You will become the owner of the products you have ordered when they have been delivered to you and signed for. Once Products have been delivered to you they will be held at your own risk, and Neisha Crosland will not be liable for their loss or damage.

Products

Neisha Crosland Products are subject to availability. If a Neisha Crosland Product has become out of stock at a time when we receive your order we will inform you as soon as possible and advise you of lead times, or offer an alternative or a refund. At Neisha Crosland, we aim to display as accurately as we reasonably can the true colours of Neisha Crosland Products. However, we cannot guarantee that the colour of a Neisha Crosland Product as delivered will replicate how it appeared to you on-screen. All sizes and measurements concerning Neisha Crosland Products are as accurate as we can reasonably make them.

For fabrics and wallpapers we encourage Customers to request a sample BEFORE placing an order. Fabric that has been cut to order cannot be returned, unless faulty or damaged, and returns of wallpaper can only be accepted on 5 rolls (of each design and colourway) or more and a 20% handling charge will be incurred.

Quantities of wallpaper and fabric needed must be calculated by the customer. Neisha Crosland cannot be held responsible for any over Orders. Excess wallpaper and fabric quantities cannot be returned. We recommend consulting a decorator to determine the amount of wallpaper needed before ordering.

Wallpaper

Minimum order one roll. Always refer in full to the hanging instructions found inside the wallpaper packaging. When ordering wallpaper please be sure to order enough to complete a particular job. There can be differences in shade from batch to batch. Always note the batch number in case it is necessary to order extra paper. We only recommend the use of a good qauloty, pre-mixed tub pastes such as Beeline, Polycell or Solvite – available form most hardware/DIY stores. For sensitive wallpapers like foil we recommend the use of a wheat-based ready to use paste containing no PVA .

Fabric

Minimum order one metre; we then cut to the nearest 10cm. Please check all fabrics before cutting or applying add on treatments. We cannot accept returns once the fabric has been cut or treated.

Made to Order

Once a Product that is made to order has been paid for and processed it is thereafter not possible to change specifications, cancel or return the Product

Please note that all notices under this Agreement are to be sent and received by email. For this purpose, your notices should be sent to customerservice@neishacrosland.com and we will send our notices to you at the email address you notify to us through the Neisha Crosland site, such as when registering with us or placing an order.

NCD Design Limited is a Limited Liability Company registered in England and Wales, company number 6830310 VAT No. GB 788 651 274

Our registered office and postal address is 29 Oberstein Road, London, SW1 2AE

Our email address is customerservice@neishacrosland.com