Terms of service

JOVELLE & CO.

TERMS OF SERVICE

Last updated: 31 August 2026

These Terms of Service (“Terms”) explain the rules that apply when you access www.jovelleandco.co.uk, create an account, contact us or purchase products from JOVELLE & CO.

Please read these Terms carefully before placing an order. If there is anything you do not understand, contact us before ordering.

Nothing in these Terms excludes, restricts or replaces any statutory consumer right or remedy that cannot lawfully be excluded under UK law.

1. ABOUT US

JOVELLE & CO. is the trading name of:

In these Terms, “JOVELLE & CO.”, “we”, “us” and “our” mean the legal trader identified above. “You” and “your” mean the person accessing the website or placing an order.

Shopify provides the e-commerce platform used to operate our online store, but your purchase contract is with JOVELLE & CO., not Shopify. We are responsible for the products we sell, order fulfilment, customer service, returns, refunds and complaints.

2. SCOPE OF THESE TERMS

These Terms apply to:

  • Your access to and use of our website
  • Orders placed through our website or another sales channel that refers to these Terms
  • Communications and content submitted through our website
  • Related services that we provide in connection with an order

Our Privacy Policy, Cookie Policy, Shipping Policy and Returns, Cancellation & Refund Policy also apply where relevant. These policies should be read together with these Terms.

If there is a conflict concerning a return, cancellation or refund, the Returns, Cancellation & Refund Policy will apply, subject always to mandatory law. If information on a product page or order confirmation is more specific than these general Terms, the more specific information will normally apply to that product or order.

3. WHO MAY PLACE AN ORDER

You must be at least 18 years old and legally capable of entering into a contract to place an order in your own name.

If you are under 18, an order must be placed by a parent or legal guardian using their own details and payment method.

Unless we expressly agree otherwise, our website is intended for customers purchasing products for personal or household use. If you wish to buy for resale, wholesale or another business purpose, contact us before ordering.

4. INFORMATION YOU PROVIDE

You must provide current, complete and accurate information when placing an order or creating an account. This includes your:

  • Full name
  • Billing address
  • Delivery address
  • Email address
  • Telephone number
  • Payment information

You are responsible for checking this information before submitting an order.

If you discover an error, contact us immediately. We will try to correct the information where reasonably possible, but we may be unable to change an order after it has been processed or dispatched.

We are not responsible for a delay or failed delivery caused by incorrect or incomplete information supplied by you where we have taken reasonable steps to fulfil the order correctly. Any charge for redelivery or recovery will be limited to reasonable costs actually incurred and will be imposed only where legally permitted.

5. PRODUCT INFORMATION

We take reasonable care to ensure that product descriptions, photographs, prices, measurements, availability and other information are accurate.

However:

  • Colours may appear differently depending on lighting, photography, screen settings and device calibration.
  • Pattern placement may vary between individual garments.
  • Handmade, hand-finished, embroidered, embellished, woven, dyed or traditional products may have minor variations arising from their materials or production process.
  • Measurements may be approximate and should be read together with the applicable size guide.
  • Packaging may differ from images shown without affecting the product itself.

These reasonable variations do not permit us to supply a materially different product from the one ordered.Nothing in this section affects your rights where an item is faulty, damaged, not as described or materially different from what was advertised.

6. SIZING, FIT AND MEASUREMENTS

Sizing can vary between brands, designs, fabrics and manufacturers. You should review the product measurements and size guide before ordering rather than relying only on the size label.

Any fit guidance is general information and does not guarantee that a particular product will fit every individual in the same way.

Where you provide measurements, you are responsible for checking that they are accurate. Supplying measurements does not by itself make a standard product legally personalised or custom-made.

If we agree to alter or manufacture an item specifically to your measurements or specifications, we will identify this clearly before you order. Statutory exceptions may then apply to the ordinary change-of-mind cancellation right, but your rights concerning faulty, misdescribed or non-conforming goods remain unaffected.

7. PRICES, TAXES AND DELIVERY CHARGES

Prices are displayed in pounds sterling unless the website clearly states otherwise.

The price shown will include VAT where VAT is applicable. Delivery charges and any other mandatory charges will be displayed before you submit the order.

We will not add optional paid products or services without your express agreement.

For international orders, import VAT, customs duties, clearance fees or local taxes may be payable unless the checkout expressly states that they are included. See section 15.

We may change prices for future orders at any time. A price change will not alter the agreed price of an order that we have already accepted, except where the customer expressly agrees or the law permits or requires the change.

8. PRICING OR DESCRIPTION ERRORS

Despite reasonable care, a product may occasionally be listed with an incorrect price, description, promotion or availability status.

If we identify an error before accepting your order, we may reject the order and notify you. You may then place a new order using the correct information if the product remains available.

If we identify a material error after accepting your order but before supply, we will contact you. We will not simply impose a higher price or materially different product without your agreement. Depending on the circumstances, we may:

  • Offer to supply the product at the correct price or specification, subject to your agreement; or
  • Cancel the affected item and refund all amounts paid for it.

Nothing in this section permits us to avoid responsibility for misleading information or to alter an agreed consumer contract unfairly.

9. PLACING AN ORDER

Our website allows you to review your basket and correct errors before submitting an order.

By clicking the final order or payment button, you are making an offer to purchase the products in your basket subject to these Terms and the information shown at checkout.

Products placed in a basket are not reserved. Stock is normally allocated only when the checkout and payment process is completed, and availability can change before then.

After you place an order, we will send an electronic acknowledgement. This confirms that we received your order; it does not necessarily mean that we have accepted it.

10. WHEN A CONTRACT IS FORMED

Unless we expressly state otherwise, a contract is formed when we send you a dispatch confirmation or another communication expressly confirming that we have accepted the order.

If products are dispatched separately, a separate contract may be formed for each dispatch.

If we take payment but do not accept your order, we will refund the amount taken without undue delay using the original payment method, unless another method is expressly agreed and legally permitted.

You should save a copy of your order confirmation and these Terms for future reference.

11. PAYMENT

Available payment methods are displayed at checkout. Payment services may be supplied by Shopify Payments or another third-party payment provider.

By submitting payment information, you confirm that:

  • You are authorised to use the selected payment method.
  • The payment information is accurate.
  • Sufficient funds or credit are available.
  • You authorise the relevant amount to be charged or reserved.

Payment may be taken when the order is placed or processed. Taking payment does not by itself mean that we have accepted the order.

Your bank, card issuer or payment provider may apply its own terms, security checks, exchange rates or charges. We are not responsible for charges imposed independently by your provider, but this does not exclude responsibility for our own pricing or payment errors.

12. FRAUD PREVENTION AND PAYMENT VERIFICATION

Orders may be subject to reasonable identity, address, payment and fraud-prevention checks.

We may contact you to request further information where reasonably necessary to verify an order. We will never ask you to send a full payment-card number or security code by ordinary email or WhatsApp.

We may delay or refuse an order where:

  • Payment is declined or cannot be authorised.
  • Information appears materially incorrect or inconsistent.
  • Fraud, identity theft, unauthorised payment or other unlawful activity is reasonably suspected.
  • Accepting the order would breach a legal, regulatory, payment-provider or platform requirement.

Any personal data used for fraud prevention will be handled in accordance with applicable data-protection law and our Privacy Policy.

13. WHEN WE MAY REFUSE OR CANCEL AN ORDER

We may refuse an order before acceptance for a legitimate reason, including:

  • The product is unavailable.
  • Payment cannot be authorised.
  • We cannot deliver to the address or destination supplied.
  • A purchase or quantity limit applies.
  • There is a material pricing, description or promotion error.
  • Fraud or unlawful activity is reasonably suspected.
  • The order would breach applicable law or a binding platform or payment-provider restriction.
  • You have materially misused our website, returns process or payment systems.

If a contract has already been formed, we will cancel only where the contract or law permits us to do so. We will notify you and refund amounts paid for products that will not be supplied.

Nothing in this section permits us to cancel arbitrarily, discriminate unlawfully, avoid an existing statutory obligation or retain money for goods that we do not supply.

14. DELIVERY

Available delivery options, charges and estimated times will be shown at checkout or in our Shipping Policy.

Delivery dates and times are estimates unless we expressly agree that a particular date is essential or guaranteed.

We will deliver within the agreed period. If no delivery period has been agreed, UK consumer law generally requires delivery without undue delay and no later than 30 days after the contract is formed, unless another arrangement applies.

If delivery is delayed, we will provide information where reasonably possible. Your legal rights concerning late delivery, cancellation and refunds remain unaffected.

Delivery is complete when the goods are delivered to:

  • The address you supplied;
  • A person you identified or authorised to receive them; or
  • A safe place, neighbour, collection point or locker that you expressly selected or authorised, subject to applicable law.

You should inspect the parcel promptly and contact us if it appears damaged, incomplete or incorrect. A failure to report a problem immediately does not by itself remove your statutory rights.

15. INTERNATIONAL ORDERS, CUSTOMS AND IMPORT CHARGES

We may restrict delivery to particular countries or regions. Available destinations will be shown at checkout.

For orders delivered outside the territory from which we dispatch, the parcel may be subject to:

  • Import VAT
  • Customs duties
  • Clearance or handling charges
  • Local taxes
  • Customs inspections or delays

Unless checkout expressly states that these amounts are included, you are responsible for charges lawfully imposed by the destination country or carrier.

You are responsible for ensuring that a product can lawfully be imported into the destination country. We may refuse an order if we reasonably believe that supply or import would be unlawful.

Refusing to pay an import charge or refusing delivery does not automatically create a right to a full refund. Any refund or deduction will be handled according to the circumstances, our Returns, Cancellation & Refund Policy and applicable law.

Mandatory consumer protections in the country where you live may apply in addition to these Terms. We do not exclude rights that cannot lawfully be excluded.

16. RISK AND OWNERSHIP

Risk of loss or damage remains with JOVELLE & CO. until you, or a person identified by you, takes physical possession of the goods.

If you independently instruct us to use a carrier that we did not offer, risk may pass when the goods are delivered to that carrier, as permitted by law.

Legal ownership of the goods passes to you when we have received payment in full and the goods have been delivered, unless applicable law requires otherwise.

17. CANCELLATIONS, RETURNS AND REFUNDS

Our Returns, Cancellation & Refund Policy forms part of these Terms and explains:

  • The statutory online cancellation period.
  • How to notify us of cancellation.
  • When and how goods must be returned.
  • Responsibility for return postage.
  • How refunds are processed.
  • The treatment of worn, contaminated, incomplete, altered or customer-damaged items.
  • Separate remedies for faulty, damaged, incorrect or misdescribed goods.

The policy is available at:

www.jovelleandco.co.uk/policies/refund-policy

Nothing in these Terms or the Returns, Cancellation & Refund Policy excludes a statutory right or remedy that cannot legally be excluded.

18. ITEMS ALTERED AFTER DELIVERY

If you might return an item because you have changed your mind, you must not tailor, cut, stitch, hem, resize, repair, wash, dry-clean, iron, steam or otherwise alter it after delivery.

This includes:

  • Cutting, stitching or altering a blouse or blouse piece.
  • Cutting, hemming, attaching a fall or adding pico edging to a saree.
  • Tailoring, shortening, lengthening or resizing a garment.
  • Altering sleeves, trousers, waistbands, necklines, seams or fastenings.
  • Adding or removing fabric, buttons, hooks, zips or decorative features.
  • Separating or changing part of a matching set.

An item altered after delivery will not qualify for any voluntary change-of-mind return offered by JOVELLE & CO.

Where a mandatory statutory cancellation right applies, alteration does not automatically prevent you from notifying us of cancellation and returning the item. However, we may withhold from the refund an amount justified by the actual loss caused by handling beyond what is reasonably necessary.

If customer alteration leaves the item wholly unsaleable and without any remaining commercial value, no refund will be given for that item where withholding the full item price is justified by the actual loss and permitted by law.

This section does not remove remedies for an inherent fault, damage present when supplied, an incorrect item or goods that were not as described. We are not responsible for a problem caused or materially worsened by customer alteration.

19. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS

We are under a legal duty to supply goods that conform to the contract. Goods must be of satisfactory quality, fit for an applicable purpose and as described.

If you believe that goods were faulty, damaged, incorrect or not as described when supplied, contact us as soon as reasonably possible:

UK consumers may have a statutory short-term right to reject qualifying faulty goods, generally within 30 days, followed by rights to repair, replacement or other remedies where applicable.

We may ask for photographs, video, packaging or other reasonable information to help investigate, but an inability to provide such material will not automatically remove your statutory rights.

Where goods are lawfully rejected as faulty, damaged, incorrect or misdescribed, we will bear reasonable return costs where required by law.

20. PROMOTIONS, DISCOUNT CODES AND OFFERS

Promotions may be subject to additional conditions displayed with the offer. Unless stated otherwise:

  • A promotion applies only during the stated period.
  • A code must be entered correctly before the order is submitted.
  • Only one code may be used per order.
  • A promotion cannot be exchanged for cash.
  • A promotion cannot be applied retrospectively to an earlier order.
  • Product, customer, territory or quantity restrictions may apply.

We may withdraw or correct a promotion before an order is accepted where there is a genuine error, misuse or legal necessity. We will not retrospectively remove an agreed discount from an accepted order without the customer’s agreement or another lawful basis.

Sale and promotional products retain the same statutory rights as full-price products.

21. GIFT CARDS AND STORE CREDIT

If we offer gift cards or store credit, any specific conditions shown at purchase or issue will apply in addition to these Terms.

Gift cards and store credit:

  • Cannot ordinarily be exchanged for cash except where required by law.
  • Must not be obtained or used fraudulently.
  • May be cancelled where payment for them is reversed or unauthorised.
  • Will be subject to any clearly disclosed validity period and restrictions permitted by law.

Refunds will normally be returned to the original payment method. Where an order was paid using a gift card or store credit, the relevant portion may be returned in the same form, subject to applicable law.

22. CUSTOMER ACCOUNTS

You may be able to create a customer account or use a passwordless sign-in method.

You are responsible for:

  • Keeping account and sign-in information secure.
  • Not sharing authentication codes with another person.
  • Ensuring account details remain accurate.
  • Notifying us promptly of suspected unauthorised access.

We may suspend or restrict an account where reasonably necessary to protect the customer, our business, other users or the security of the website.

Account suspension does not remove contractual or statutory rights relating to an existing order.

23. ACCEPTABLE USE OF THE WEBSITE

You must not use our website:

  • For any unlawful or fraudulent purpose.
  • To impersonate another person or misrepresent your identity.
  • To submit false payment, delivery, return or product information.
  • To introduce malware, viruses or harmful code.
  • To interfere with the website’s operation or security.
  • To gain unauthorised access to accounts, systems or data.
  • To scrape, crawl or extract content through automated means where this breaches law or our rights.
  • To send spam or unsolicited commercial communications.
  • To infringe intellectual-property, privacy or other legal rights.
  • To harass, threaten, abuse or discriminate against another person.
  • To manipulate reviews, promotions, payments, chargebacks, returns or refund processes.

We may take proportionate action in response to misuse, including restricting website access, cancelling an unaccepted order, preserving evidence or reporting suspected unlawful conduct.

Any action concerning an accepted order will remain subject to the contract and applicable law.

24. REVIEWS, COMMENTS AND OTHER CUSTOMER CONTENT

If you submit a review, photograph, comment, message or other content, you confirm that:

  • It reflects your honest opinion or genuine experience.
  • It is accurate to the best of your knowledge.
  • You have the right to submit it.
  • It does not infringe another person’s rights.
  • It is not unlawful, threatening, abusive, discriminatory, defamatory, obscene or misleading.
  • Any incentive or commercial relationship connected with the content is clearly disclosed.

You retain ownership of your original content. You grant JOVELLE & CO. a non-exclusive, worldwide, royalty-free licence to store, reproduce and display that content only as reasonably necessary to operate, moderate and promote our website, products and business, subject to applicable law.

We may moderate or remove content for a legitimate reason, including illegality, abuse, irrelevance, personal data, intellectual-property infringement or suspected fake-review activity. We will not suppress a genuine negative review merely because it is unfavourable.

We may identify reviews as verified or incentivised where appropriate.

25. INTELLECTUAL PROPERTY

Unless otherwise stated, the website and its original content—including the JOVELLE & CO. name, logos, photographs, graphics, product descriptions, videos, page designs and text—are owned by or licensed to JOVELLE & CO. and are protected by applicable intellectual-property law.

You may view the website and download or print reasonable extracts for personal, non-commercial use.

You must not, without prior written permission:

  • Reproduce or republish substantial website content.
  • Use our photographs, videos, branding or product descriptions commercially.
  • Remove copyright, trade-mark or ownership notices.
  • Suggest that you are affiliated with or endorsed by JOVELLE & CO.
  • Create counterfeit products or misleading listings using our content.

Nothing in these Terms transfers ownership of our intellectual property to you.

26. THIRD-PARTY SERVICES, LINKS AND TOOLS

Our website may use or link to services operated by third parties, including Shopify, payment providers, delivery companies, social-media platforms and analytics or marketing services.

Third parties may apply their own terms and privacy policies when you use their services. You should review those terms where relevant.

A link does not necessarily mean that JOVELLE & CO. endorses all content or activities of the third party.

We are not responsible for an independent third party’s acts or omissions where the law does not make us responsible. This does not remove our responsibility for fulfilling your purchase contract or for a third party we use where the law says we remain responsible.

27. PRIVACY AND COOKIES

We process personal information in accordance with our Privacy Policy and applicable data-protection law.

Our Cookie Policy and consent controls explain how cookies and similar technologies are used.

The Privacy Policy and Cookie Policy should be available through the website footer and checkout where applicable.

28. WEBSITE AVAILABILITY AND SECURITY

We take reasonable steps to keep the website available and secure, but uninterrupted or error-free access cannot be guaranteed.

We may temporarily suspend, restrict or change the website for:

  • Maintenance or technical updates.
  • Security or fraud prevention.
  • Legal or regulatory compliance.
  • Changes to features, services or platform providers.
  • Circumstances outside our reasonable control.

Website changes will not retrospectively remove rights relating to an accepted order.

You are responsible for using suitable security software and protecting your own device and internet connection.

29. OUR RESPONSIBILITY TO CONSUMERS

We are responsible for losses you suffer that are a foreseeable result of our breach of these Terms or failure to use reasonable care and skill.

A loss is foreseeable if it was an obvious consequence of the breach or if both parties knew, when the contract was formed, that it might occur.

We are not responsible for a loss that:

  • Was not foreseeable.
  • Was caused by inaccurate information or instructions supplied by you.
  • Was caused by your misuse, unauthorised alteration or failure to follow reasonable care instructions.
  • Could not reasonably have been avoided despite our taking appropriate care.

We supply products principally for private and domestic use. We are not responsible for business losses such as loss of profit, revenue, contracts, opportunity or business interruption where you use a consumer product for an undisclosed business or resale purpose.

Nothing in these Terms excludes or limits our responsibility for:

  • Death or personal injury caused by our negligence.
  • Fraud or fraudulent misrepresentation.
  • Breach of statutory rights concerning title, satisfactory quality, fitness for purpose or description.
  • Defective products where liability cannot lawfully be excluded.
  • Any other matter for which liability cannot legally be excluded or limited.

30. EVENTS OUTSIDE OUR REASONABLE CONTROL

We are not responsible for delay or failure caused by an event genuinely outside our reasonable control, such as severe weather, natural disaster, transport disruption, industrial action, war, civil emergency, epidemic, government action, major telecommunications failure or widespread carrier disruption.

We will take reasonable steps to minimise the effect and resume performance where possible.

If such an event causes a substantial delay or prevents fulfilment, you may have the right to cancel the affected order and receive a refund for goods not supplied. This section does not remove rights that apply under consumer law.

31. COMMUNICATIONS AND NOTICES

We may contact you using the email address, telephone number or postal address supplied with your order.

Transactional communications may include order acknowledgements, payment information, dispatch updates, delivery messages, safety notices, return communications and other information needed to perform the contract.

Marketing communications will be sent only where permitted by law. You may unsubscribe using the method provided in the communication. Unsubscribing from marketing does not prevent necessary transactional messages.

You are responsible for keeping your contact details accurate and checking relevant email folders, including spam or junk folders.

32. COMPLAINTS AND DISPUTE RESOLUTION

If you have a complaint, contact us first so that we can try to resolve it:

  • Email: hello@jovelleandco.co.uk
  • Calls and WhatsApp: +44 7879 246610
  • Post: 3 Warren Bank, Oakworth Street, Manchester, M9 6FE

Please provide your name, order number, a description of the issue and the resolution you are seeking.

We will consider complaints fairly and respond within a reasonable time.

If a consumer dispute cannot be resolved directly, we will provide information about any accredited alternative dispute resolution provider that we are legally required or willing to use. Unless we expressly confirm otherwise, these Terms do not commit JOVELLE & CO. to use a particular ADR provider.

Alternative dispute resolution does not remove your right to seek independent advice or bring court proceedings where you are entitled to do so.

33. GOVERNING LAW AND COURTS

These Terms and contracts made under them are governed by the laws of England and Wales.

If you are a consumer resident in another part of the United Kingdom, you retain the benefit of any mandatory protections provided by the law of the part of the UK where you live.

You may bring legal proceedings in any court that has jurisdiction under applicable consumer law. Nothing in this section limits a consumer’s right to bring proceedings in the courts of the part of the UK where they live where the law permits.

International consumers may also benefit from mandatory protections and court rights in their country of residence that cannot lawfully be excluded.

34. SEVERABILITY

If a court or competent authority finds that any part of these Terms is unlawful, invalid or unenforceable, that part will be treated as removed or limited to the minimum extent necessary.

The remaining provisions will continue to apply.

35. NO WAIVER

If either party delays enforcing a right, that does not automatically mean the right has been waived.

A waiver on one occasion does not amount to a waiver on another occasion.

36. THIRD-PARTY RIGHTS

The contract is between you and JOVELLE & CO. Unless applicable law states otherwise, no other person has a right to enforce it under the Contracts (Rights of Third Parties) Act 1999.

This does not affect statutory rights that a gift recipient or another person may have independently of the contract.

37. TRANSFER OF RIGHTS

We may transfer our rights or obligations under a contract to another organisation only where this does not reduce your rights. We will notify you if a transfer materially affects you.

You may transfer your rights where the law permits or with our written agreement. We will not unreasonably withhold agreement where the transfer does not prejudice us or another person.

38. CHANGES TO THESE TERMS

JOVELLE & CO. may update, amend, replace or withdraw these Terms from time to time, including without giving customers individual advance notice. Any updated version will be published on our website with a revised “Last updated” date.

Unless applicable law requires otherwise, changes will apply to website use and orders placed on or after the updated Terms are published.

Changes will not retrospectively remove or reduce your rights or materially alter the agreed terms governing an order placed before the change took effect.

The version of these Terms in force when an order was placed will normally continue to govern that order, together with any mandatory legal rights. You should review the current Terms before placing a new order.

39. ENTIRE CONTRACT

These Terms, the applicable product information, checkout information, order confirmation and the policies referred to in these Terms form the contract between you and JOVELLE & CO.

Nothing in this section excludes responsibility for a statement or representation that became a legally binding part of the contract or for fraud or fraudulent misrepresentation.

40. CONTACT US

For questions about these Terms, an order or your statutory rights, contact:

JOVELLE & CO.