8th May 2015

FAQ and Terms

FAQ`s

 

How can I order?

Order online or speak to one of our helpful staff on 01204 432 832 or 07910 700754

When can I order?

You can order online at any time. Our telephone lines for ordering are open Monday – Friday 9am to 5pm

Is it cheaper to order online?

No, the price is the same. Just simply choose the method of ordering that suits you best

What is your guarantee?

All Stobira products come with a full year’s manufacturer’s warranty. We cannot guarantee for wear and tear.

What do I do if I have a problem with my purchase?

All Stobira products are rigorously quality checked before dispatched but in the unlikely event that you experience any problems or your item is faulty please e-mail us or call us with your queries and if necessary arrange for a replacement to be sent without delay. We cannot remake free of charge if you have measured incorrectly. Therefore please make sure of your sizes before completing your order. This does not affect your statutory rights

Cancellation and Returns

You may cancel your order at any point until your order is in production [usually within 48 hours of order date] and receive a full refund. As every product is custom made to your precise requirements, once made our products are suitable only to you and therefore cannot be cancelled or returned. Because of this it is extremely important that you are sure about the product that you want and the size you require. We strongly recommend that you double check all measurements to ensure that you order both the right size and design. This does not affect your statutory rights.

What do you do with my personal information?

We respect your privacy. Accordingly we do no sell, rent or loan any identifiable information regarding our customers to any third party without your consent.

 

Terms and Conditions

Please read these products terms and conditions carefully as they set out the terms under which Stobira makes the products available to you (“Product Terms”).

You must read and agree with our terms and conditions before buying online or over the phone.

When buying goods from our website you enter an agreement with

Stobira Ltd, 136 Blenheim Road, Bolton BL2 6ET trading at Stobiraltd.co.uk

The agreement will be concluded when you place the order.

1. Our Products:

a) Descriptions and photography

The products we sell are either photographed or digitally produced and are accurately displayed on the website, however, due to different types, styles and settings of computer monitors shading and colour may appear differently to the exact colour. Whilst every attempt will be made by Stobira to ensure that the goods sold and delivered match in every respect any sample or description shown or sent to you, any minor or immaterial variation, change in colour or pattern between the description and the goods delivered shall not entitle you to reject the goods nor to claim any compensation for such variation or change.

b) Measurements

Many of the goods we sell are made according to your sizes. It is your responsibility to fully understand the meaning of ‘recess’ and ‘exact’ and to take the correct measurements of your window. You do not have to deduct from your measurements to make sure our products will fit perfectly onto your windows except in the case of a curtain drop. If you are unsure about any products or how to measure please call our customer services team for help before ordering. You must check the product details and measurements of the goods before placing your order online or by phone and are responsible for checking the order via the email confirmation.

c) Made to measure products

Made to measure products are custom made to your precise requirements, once made, our products are suitable only to you, and therefore cannot be cancelled or returned. Because of this it is extremely important that you are sure about the product that you want and also the size you require. We strongly recommend that you double check your order to ensure that the products ordered and measurements taken are correct. This does not affect your statutory rights.

d) Tolerance

Please note that even though the products are cut with high precision machines there is a tolerance of 2-5mm. We will not replace the order if the sizes are within this tolerance limit and you will not be entitled to reject the goods.

e) Fabric blinds & curtains

Most fabrics are dyed and therefore each batch can vary slightly in shade. Due to colour variations between products batches we cannot guarantee shade matching for previous orders. In addition the sample dispatched to you may also be slightly different in shade to the eventual order received. Due to the print design of some pattern fabrics it may be that the sample dispatched does not show the full range of colours or pattern design, if you are in any doubt as to the precise nature of the fabric you are advised to call our customer services team for further advice

2. Order processing and our contract:

a) Order cancellation or amendments

When ordering your goods you are agreeing to a legal binding contract. According to The Consumer Protection (Distance Selling) Regulations 2000, made to measure goods, e.g. blinds or curtains are excluded from this legislation and the 7 day cancellation rights do not apply. Cancellations are still possible and a full refund will be issued as long as products or parts of them have not been made. In the event that your goods have already been made we are unable to refund your money. Telephone us as soon as possible if you wish to cancel or change an order and we can check if the order has gone into production, usually 48 hours after receiving the order . We strongly advise that you check the email confirmation of your order to ensure that you have placed the order correctly.

b) Ordering by telephone

Our customer services team will always repeat orders back to you; please be advised that we do not accept claims based on wrong sizes or products being inputted by us; therefore in the case of orders placed over the telephone we cannot accept such claims. After placing the order please check the order details on the email confirmation.

3. Prices

The price you will pay is the price given to you by email or by a member of staff if the order was taken by telephone and on your confirmation email, these prices are inclusive of VAT and the total price shown is the price you will pay. On receipt of your confirmation email check to ensure you are completely happy with the price of the goods ordered.

4. Payment

When ordering products from the Stobira Ltd we can only process your order when the goods ordered have been paid for in full by credit or debit card.

5. Acceptance

If for any reason beyond our reasonable control, we are unable to supply a particular item, we will notify you as soon as possible. No discounts or compensation can be offered under these unforeseen circumstances.

6. Defective and damaged goods

All Stobira products are rigorously quality checked before dispatch but in the unlikely event that you experience any problems please e-mail us at stobira.interiors@gmail.com or call our customer service team on 01204 432832 or 07910 700754. You have 7 days following receipt of your goods to report any damaged or defective goods due to manufacturing, or damage caused while being in the delivery process. We will deal with your queries promptly and if necessary arrange for a replacement to be sent. We reserve the right to ask for digital pictures with regards to the issues reported or to ask for the product to be returned to us for inspection. This does not affect your statutory rights.

7. Guarantee

Stobira offer a 12 month manufactures’ guarantee on manufacturing faults. We reserve the right to either replace or repair the product and it may be necessary to return the goods to us for inspection prior to a replacement product being dispatched. This does not affect your statutory rights.

8. General

These Product Terms shall be governed by and construed in accordance with the laws of England and Wales and any disputes will be decided only by the English courts. If any of these Product Terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms which will continue to be valid and enforceable to the fullest extent permitted by law.

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998)

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We will never pass your details on to any third party without your express permission. We will give you the chance to refuse any marketing email from us in the future.

 

The type of information we will collect about you includes:

Your name

Address

Phone number

Email address

Credit/debit card details

We may in the future contact you as a courtesy to ensure that you are happy with your product; this will not be a sales call

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

 

The personal information which we hold will be held securely in accordance with our internal security policy and the law. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a “cookie” which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, you should email us at stobira.interiors@gmail.com