Shipping and Delivery
A fixed charge, as specified on the online order, will be applied for postage and packaging on all orders to the UK mainland (excluding UK Islands and Highlands). Orders outside of the UK or to UK Islands, Highlands and Northern Ireland will be subject to an additional postage charge. Deliveries are usually made between 2-4 working days after the order has been produced.
Customes and Duties
Please note that recipients outside the EU will be responsible for any IMPORT DUTIES, CLEARANCE FEES or BROKERAGE fees including any other additional charges. We operate on a DDU (Delivered Duty Unpaid) basis. This is managed by Fedex / DHL and DPD on a ‘pay on delivery’ basis. Sometimes goods may be subject to delays, due to customs or weather. The customer is responsible for providing any information required by customs to ensure the goods are cleared. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.
Signing for Your Order
All orders are security sealed before leaving our Distribution Centre and under no circumstances should packages be signed for if these seals are broken or the packaging is damaged upon arrival. Should this occur, please contact Acreations on 00 44 (0) 1505 615411.
Privacy and Security
Acreations will never collect sensitive information about you or any payment information without your consent, in accordance with the Data Protection Act 1998. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully and only share your details with our ‘Partners’ as and when it is considered necessary.
To insure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected.
We may use information concerning you for payment recovery or to investigate any possible fraud in the event that credit or debit card payments have been used in a fraudulent manner. Please note that we may be required to disclose information concerning you if requested to do so by the police.
Acreations is committed to protecting your security and makes every effort to ensure our transaction process is safe and that your personal information is secure. All information processed is encrypted and passed via a secure connection.
Refunds and Replacements
We will refund or replace any item you are not completely happy with when you return it to us in a saleable condition within 7 days of the item being delivered to your nominated address. Please return items in their original condition, unused, with a valid receipt/sales invoice, in their original packaging, with garment tags and any other security devices still attached to the address shown on the sales invoice.
Please note that customised, special order and bespoke products are non-returnable or refundable. Delivery charges will not be refunded. We can only replace the same items for a different colour or size. If a different item is required a separate order will have to be made, and the original order processed accordingly.
You may cancel an order at any time up until the point of when the goods are being dispatched, after which you will need to return the items to us, in order to receive a refund. A 15% administration charge will levied against any orders that have been cancelled or returned, including undeliverable items.
As the customer you are also responsible for writing to us to explain your dissatisfaction with the goods, or for providing a description of the damage. You are reminded of your responsibility to the items in your care. Acreations cannot accept responsibility for damages of goods in your care, or in transit when returning items to us.
You should return your items via a secure and insured delivery service (such as Royal Mail Special Delivery), as Acreations cannot accept responsibility for goods not received. A proof of signature is required to confirm receipt. We recommend you keep your tracking number until your refund or exchange has been processed. Please note that all return postage costs are the responsibility of the customer. It might also be a good idea to ensure the goods for their full value, as we cannot accept any liability for any damage or loss incurred in the post.
Returns will be processed once in receipt of the goods. Outside the EU, customs duties and sales taxes are non-refundable through Acreations; however, you may be able to recover these by contacting your local customs bureau directly. Exchanges made to destinations outside of the EU will be subject to the same customs procedures, therefore applicable for duty and tax again.
If the product has been used for its intended purpose, generally faults will appear within the first three months after purchase. For this reason you may return any faulty item up to three months after the date of purchase. This product will then be professionally inspected for any faults of manufacture and a judgement made. If the damage to the product is deemed accidental damage/wear and tear, the product will be returned to the customer. If the inspection reveals any fault of manufacture then the product will be exchanged for a new replacement product or fully refunded. If a product is deemed faulty we will reimburse you with reasonable shipping costs if a receipt is enclosed.
Under extreme circumstances, providing the product does not show excessive wear or neglect, a product may still be defective after three months of purchase. You may therefore return the item for inspection and assessment. These products may take longer to evaluate as often the manufacturers approval or intervention is needed. Unfortunately, after this period of time, any products that are sent back to us for an inspection is done so at the customers own risk. We cannot guarantee to be able to offer any refund of replacement on products returned to us after this period of time.
We evaluate each returned faulty product professionally and as quickly as possible with an aim to keep every customer satisfied with the highest level of customer service possible.
Please note: all faulty goods must be clean, dry and free from dirt and mud; we will not process any return we deem to be too dirty or wet.
Acreations will, at all times, assure you of the best possible service, however in accepting this, your statutory rights are not affected or limited in any way.
All orders are subject to acceptance and availability. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. Once you have placed an order with us, you will receive an order confirmation e-mail acknowledging receipt of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it.
In the unlikely event that an item(s) from your order is unavailable, it will NOT be substituted for an alternative product and you will not be charged for the item.
When placing your order we carry out a standard pre-authorisation check on your payment card. Payment will not be taken until your order has been accepted and confirmation has been given regarding production and delivery times. A contract between you and Acreations will not be formed until we send you a further email confirming this. We carry out security checks on all orders and may cancel your order should it fail these checks, upon which you will be notified.
We reserve the right not to accept your order in the event that the item ordered is out of stock or does not satisfy our quality control standards and are withdrawn.
Payment and Pricing Promotions
Please be aware that the prices displayed on our site exclude value added tax, delivery costs, which will be added to the total amount due. The applicable Value Added Tax and delivery costs will be clearly displayed during the checkout process. Acreations reserves the right to alter our prices at any time. All our prices are denominated in UK Pounds Sterling (£).
When deciding whether to accept your order we may use certain information about you, including any received from our accredited identity verification partner. For example, we may pass on your details for them to check against certain public and private databases. This will help to protect you and us from fraudulent activities.
Limit of Liability
Acreations warrants to the buyer that its products are free from defects in material and workmanship, but limits its obligations under this warranty to the replacement of products. Acreations liability is thus limited to the value of the goods supplied and cannot be held responsible or liable for any other liabilities whatsoever.