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Terms & Conditions

TERMS OF SERVICE - RESTORATION

INTRODUCTION

These Terms of Service explain the rights, obligations and responsibilities of both Love Lolo Accessories and you, the Customer, in relation to any restoration services to be provided by Love Lolo Accessories. Some words in this document have special meanings, which are explained in SECTION 1 - DEFINITION OF TERMS. All references in these terms and conditions to the singular shall include the plural where applicable, and all references to gender shall include both genders and the neuter.

SECTION 1 - DEFINITION OF TERMS

“Courier” means the company or organisation responsible for the shipment of an Item.

“Delivery Charge” means the cost to ship an Item.

“Deposit Amount” means the amount paid upfront by the Customer to book our services.

“Depreciated Value” means the current market value of the item in its pre-work condition.

“Designer”, “Brand”, or “Manufacturer” means those companies who have designed, produced or manufactured the Item.

“Full Item Value” means the full retail value at the point of purchase as evidenced by a valid receipt/invoice.

“Insured Value” means the value that is stated in an insurance contract and indicates the maximum amount that will be paid out in the event of a loss.

“Item” means a handbag, purse or other made up article of leather, fabric or suede booked for Service.

“Maximum Liability” means the maximum amount we will pay, per Item, if it is lost, stolen or damaged beyond repair whilst in our care.

“Next Working Day” means the next consecutive business day after a given day, excluding weekends and public holidays.

“Service” or “Work” means the cleaning, repair or restoration of your Item.

SECTION 2 - ORDER & ACCEPTANCE

An item booked in for our services is only classed as a firm order when the Deposit Amount has been paid in full by you, prior to any work being carried out. You will be given an Order Confirmation by email. Please make sure you read this carefully and inform us of any changes you would like made within 24 hours of placing the order. We cannot guarantee that such a change will be possible.

SECTION 3 - PRICING & PAYMENT

All prices quoted are inclusive of the standard rate of VAT unless explicitly stated otherwise. We reserve the right to increase the price of the order where you request a change to the Work to be carried out. Your quote is valid for 14 days. We reserve the right to change the pricing of our Services at any time.

SECTION 4 - COLLECTION & DELIVERY

When we have finished the Work on your Item, we will contact you to notify you of collection or delivery. For delivery: 

  • We shall deliver the Item to the location specified by you on completion. 
  • We reserve the right to charge for re-delivery of any Item which has been returned to us by the Courier as undelivered. Unless stated otherwise, all Items are sent on a Next Working Day service. You must notify us of any issues with receiving your package within 48 hours of receiving shipping confirmation.
  • Given the nature of the Items in our care, our main Courier is Royal Mail. In the event of a claim, items are insured to their Depreciated Value and this is the liability of Royal Mail.
  • We will give you an estimated delivery date prior to shipping. We will not be held responsible for any delays because of factors outside of our control.
  • Delivery Charges may apply to items returned to the Customer, even if no services are carried out.
  • We take no responsibility for any Items lost or damaged that are not within our care.
  • We will not be responsible for any Customs issues, charges or delays.

We reserve the right to withhold collection or delivery of any Item until payment has been received in full.

SECTION 5 - TIMESCALES

The length of time required to properly carry out our services can vary. Your initial estimated lead time will be stated on your Order Confirmation. Lead times may change at any given point without prior notice. The type of Service required, the availability of materials/parts, and seasonal fluctuations in demand for our Services may all impact lead times either before or during the Service.

Any impact on lead times due to changes to the order requested by the Customer will not be deemed a delay.

SECTION 6 - GUARANTEE

We guarantee our labour and materials for 6 months from the day your Item is collected or delivered.

SECTION 7 - LIABILITY

Whilst your Item is in our care it is insured up to the lesser of the Full Item Value or Depreciated Value. This is our Maximum Liability. Items in our care are:

  • Any Item currently having our Services carried out, or waiting for our Services to be carried out, after payment of the Deposit Amount and once we have acknowledged receiving it.
  • Any Item waiting for you to collect from us or to arrange delivery will be in our care for a maximum period of 30 days.

The Depreciated Value of your Item will be determined by our in-house specialists in conjunction with our insurance provider.

As standard, your Item will be available for collection or delivery up to 30 days from the Work being completed. After this time your Item will be placed into a secure storage facility and a charge of £29.95 will apply to have your Item returned to you.

We will hold an Item for a maximum of 3 months from the date the work has been completed. Items not claimed within 3 months of the work being completed may be disposed of in the most economical or sustainable way.

We will contact you using the email address provided to inform you that your Item is ready for collection or delivery and when your Item is being placed into storage. Please ensure your email address is correct at the time of ordeing and inform us of any changes.

SECTION 8 - EXCLUSIONS TO LIABILITY

As a cleaning, repair & restoration service all Items are sent to us in a damaged and devalued state.

We will not be held liable for:

  • Any damage to, or defect in, an Item which we have not been contracted to work on.
  • Any Item in transit with a Courier where the Courier has been engaged by you or a third party.
  • Any Item that has not been suitably packaged for transit.
  • Customers using our Royal Mail Drop Off or Collection service are only insured when the Item arrives with us and we have verified the contents of the package, authenticity and condition of the Item.
  • Delays or failures which are due to any cause beyond our reasonable control.
  • Failed repairs due to inherent problems within the material or structure of the Item.
  • 'Loss of value' against Manufacturer original models after the Service has been carried-out.
  • Any other part of a set that the Item may have been part of.
  • Any damage which is not related to or caused by our Services.
  • Any damage to, or deterioration of/in, the Item resulting from use or application of inappropriate products or inappropriate use/misuse of the item following delivery.
  • For any Item which suffers damage caused by our Service, whereby the Manufacturer's instructions have been adhered to.
  • Any damage, discolouration, or wear & tear exposed by our cleaning process.
  • Any loss of shine or patina.
  • Loss or damage of any accessories, such as dust bags, locks, credit cards etc. that are not listed on the Order Confirmation.
  • Any depreciation in value where an Item has been repaired to a reasonably satisfactory standard.

SECTION 9 - COMPLAINTS

You must notify us of any problem or complaint you have with the workmanship on the Item within 48 hours of collecting or receiving the item. If you notice a mark, stain or blemish that is on the Item and was not listed on the Order Confirmation you must notify us of this within 24 hours of collecting or receiving the Item.

Where there is a dispute over the detail of the Work carried out, the record on our ordering system is taken as the firm and final order.

We cannot accept returns or requests for refunds based on the Customer's change of heart.

We cannot accept returns or requests for refunds where a change to an order had been requested and that change could not be fulfilled.

Where you are clearly at fault, we will endeavour to repair and/or alter the Item to your satisfaction at your cost.

Where we are clearly at fault, we will endeavour to repair and/or alter the Item to your satisfaction at our cost.  At all times, this will be the first course of action.  Where the Item must be returned to us for this purpose, we will reimburse your shipping costs as evidenced by a valid receipt/invoice.

Any claim settled will be on the condition that it is accepted by the Customer as full and final settlement.

Complaints can be sent to us at loveloloaccessories@gmail.com.

SECTION 10 - RESTORATION SERVICE

We do not guarantee the removal of any stains.

If a stain cannot be removed, we will match the colour of the bag and apply a coat of colour over the stain to hide it. This process is only possible on leather and cannot be done on suede, nubuck, canvas or fabric. This is an additional Service and is not included within the price of the original Work.

Please note that adhesives, defects and faults which were previously camouflaged in manufacturing may become more apparent after the cleaning process, and, although every care is taken, we cannot always disguise natural flaws, or totally remove adhesives, or other techniques employed by the Manufacturer. All Items are therefore only accepted by us for cleaning at your own risk.

With age, leather can become worn and discoloured. Dirt can hide this wear & tear, and our cleaning process can expose it. If this happens you will be notified, and we may offer additional Services to restore the colour to those areas.

After carrying out some of our Services, the texture of your Item may change slightly from the original. The worse the pre-existing damage is, the more of our products need to be applied and so the more the texture might change. During our processes we make every effort possible to restore an item to its original condition.

When leather becomes dirty, it can develop a shine. After cleaning leather and removing the dirt, the leather is restored to its original state and this shine is also removed.

When restoring a full Item of leather, we will match the colour to the most original part of the Item. This is usually found on the inside of a pocket, in a fold/seam, or any area that has had little exposure to sunlight and general wear & tear. We will match to such an area unless a different area is specifically requested by the Customer at the ordering stage.

When restoring the colour to only part of an Item we will match the colour to the surrounding area to help it blend in better.

SECTION 11 - CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.