Terms of Service and Conditions
Welcome to TooTone London, your go-to destination for lash products that celebrate diverse tones! We appreciate your trust in our brand.
These Terms of Service govern your use of our website, www.tootonelondon.com, and outline the terms and conditions applicable to your interaction with us. By accessing our website, you acknowledge and agree to adhere to these terms. Please read them carefully.
Our Contact Information
Feel free to reach out to us at TooTone London LTD, 124 City Road, London, United Kingdom, EC1V 2NX. You can also connect with us via email at hello@tootonelondon.com.
Agreement Overview
Your use of our website and any product purchases signify your acceptance of these Terms. If you disagree with any part of these terms, we recommend refraining from using our website. It's advised to keep a copy of these Terms for your reference, as they are available only in the English language.
Changes to Terms
TooTone London reserves the right to modify these Terms at any time. Any alterations will be published on our website, and it is your responsibility to stay informed about any changes. Continued use of the website after modifications indicates your acceptance of the updated Terms.
Account Registration
To enhance your experience, we offer the option to register for a personal TooTone account. Your registration details, including personal information, will be securely stored in our database, streamlining the ordering process—no need to re-enter information with each new order. Register by providing essential details such as your name, password, billing address, and, if necessary, an alternate delivery address. Manage and update your account information anytime through the "My Account" feature. Rest assured, we adhere to strict privacy standards outlined in our accessible Privacy Policy. By registering, you confirm that your provided information is truthful, accurate, current, and complete. Safeguard your password and username confidentiality, taking responsibility for all associated activities. We are unable to verify user identities, and we are not liable for losses incurred due to unauthorised use unless attributed to our negligence. Promptly inform us of any suspected unauthorised use via the provided contact link.
Privacy Policy
We respect your privacy and handle personal information in accordance with our Privacy Policy. Please review our Privacy Policy for essential details regarding the use of your personal data.
Website Usage
By accepting the Terms, you affirm the accuracy, truthfulness, and currency of all information provided to us. The Website is intended for lawful purposes and use, requiring compliance with all relevant laws, statutes, and regulations. You commit to refrain from uploading or transmitting computer viruses or any disruptive elements. Content should avoid defamation, offensiveness, or obscenity. While using the Website, you agree not to:
- (i) cause interruption, damage, or impairment to the site;
- (ii) employ the Website in a manner detrimental to TooTone London's reputation;
- (iii) engage in criminal, fraudulent, or harmful activities;
- (iv) access others' accounts or breach Website security; or
- (v) use the Website for purposes beyond personal use. We retain the right to suspend, restrict, or terminate your access without notice if there's reasonable belief of a breach, fraudulent activity, or improper behaviour. This doesn't restrict us from taking further appropriate action if deemed necessary.
Indemnity
Indemnification
You commit to defend, indemnify, and absolve TooTone London from any losses, damages, or costs, including reasonable legal fees, arising from third-party claims, actions, or demands due to your Site usage. Additionally, you agree to indemnify us for losses, damages, or costs, including reasonable legal fees, stemming from the use of software robots, spiders, crawlers, or similar tools for data gathering and extraction, or any action causing an undue burden on our infrastructure.
Our Liability
The products featured on this website are crafted and tested to meet the standards set by relevant UK legislation. However, we cannot assure their compliance with legal requirements outside of the UK.
Our responsibility does not extend to consequential loss of profit or indirect losses. Therefore, we recommend refraining from scheduling the application of the goods until after you have received and inspected them.
Certain products in our inventory may pose risks if not used in accordance with instructions. We disclaim responsibility for ensuring compliance with the manufacturer's recommendations. Any injury resulting from the use of the products we stock is beyond our liability.
Before using your product(s), meticulously read and adhere to the provided application and care instructions.
Conduct a patch test behind your ear or on the inside of your elbow at least 24 hours or change pack to 48 hours (or as per manufacturer instructions recommending a longer period) before using any glue or liquid-like product (such as brow tints) purchased from us.
Our liability is not excluded or limited where it would be unlawful. This includes liability for death or personal injury due to negligence, fraud or fraudulent misrepresentation, breach of your legal rights concerning the products, and defects under the Consumer Protection Act 1987.
We do not assume liability for business losses, as our products are intended for domestic and private use. Using the products for commercial, business, or resale purposes absolves us of liability for loss of profit, business interruption, or loss of business opportunity.
Third-Party Links
For the convenience of our customers, we may provide links to other sites or materials beyond our control. Please note that we neither endorse nor review such sites or materials. Your decision to link to any other sites is undertaken at your own risk. We shall not be held liable, whether directly or indirectly, for the privacy practices or content of such websites. Furthermore, we disclaim any responsibility for any damage, loss, or offence caused or alleged to be caused in connection with the use or reliance on any advertising, content, products, materials, or services available on external sites or resources. We strongly advise reviewing the terms and conditions as well as privacy policies of all off-site pages and other visited sites.
Product Information Accuracy
We take utmost care to ensure that all details, descriptions, images, and prices of products on the site are accurate. However, we do not guarantee the absolute accuracy of product descriptions, colours, or other content. Please refer to the detailed product descriptions for precise information.
The photographs illustrating the products are not contractual and may have variations. We are not liable for errors or inaccuracies in photographs or graphics displayed on the website.
Formation of Contract
All orders are subject to availability and approval by TooTone London. We retain the right to decline an order. Upon placing an order, you will receive an acknowledgement email, confirming the receipt of your order. However, please note that this acknowledgement does not signify acceptance of your order. Your order serves as an offer to purchase a product from us.
Our shopping pages will guide you through the necessary steps to complete your order. Our order process enables you to review and rectify any errors before finalising your order submission. It is crucial to carefully review and verify your order at each stage of the process. Please ensure the accurate entry or update of the delivery address during checkout, as modifications cannot be made once the order is confirmed on our system.
An email confirming the receipt of your order, along with a summary of order details, will be automatically sent to you. We recommend printing and retaining this confirmation for your records.
It's important to note that the confirmation email does not constitute acceptance of your order. The contract between you and TooTone London is only finalised when we dispatch the ordered products to you. We reserve the right to refuse your order under various circumstances, such as unavailability of an item, inability to obtain payment authorisation, suspicion of fraudulent activity, violation of our Terms (including Privacy Policy), or identification of a product or pricing error. In such cases, we will promptly inform you via email or telephone.
Cancellation Rights, Returns, and Refunds
As a consumer, you hold certain rights under the law in connection with your purchase. These rights encompass the assurance that products supplied by TooTone London are of satisfactory quality, fit for their intended purpose, and align with any description provided on the website. You are entitled to specific remedies in case of product defects and possess the right to cancel your order within 14 working days, starting from the day after you receive the product, with a full refund, even if the product is not faulty. This right is subject to specific conditions and exceptions, as outlined in the "Return of non-faulty goods" section below.
To initiate the cancellation of a contract, you need to inform us in writing of your decision. The most straightforward method is by completing our contact form. Upon using the online form, we will email you to confirm the receipt of your cancellation.
Alternatively, you can write to us at:
Customer Care Team
TooTone London LTD
124 City Road
London
United Kingdom
EC1V 2NX.
When contacting us by email or post, please include order details, such as the order reference number, to facilitate identification. The date of your email or post marks the effectiveness of your cancellation notice.
This cancellation right does not apply to sealed goods that have been unsealed after delivery, unless the product is defective.
Return of non-faulty goods:
If you are dissatisfied with your purchase, you have the right to return the product and receive a full refund if you:
- Notify us in writing about the cancellation of your purchase no later than 14 working days after receiving the product.
- Have taken reasonable care of the product before returning it, ensuring it remains undamaged.
- In the case of sealed items, confirm that the seal is intact.
- You are responsible for the cost of returning the product, unless it is faulty, incorrect, or not as described. An administrative fee applies to all non-faulty returns to cover the cost of resending the item to you (we need to provide a link to send them the shipping label back).
Please return the product in suitable packaging along with the Returns Note to ensure its good condition upon arrival.
We will refund the purchase price of any returned goods within 14 days from the date of cancellation. The refund will be processed using the same payment method as the initial transaction, unless expressly agreed otherwise.
Note that failure to take reasonable care of returned products may result in a claim against you for any losses we incur.
The right of cancellation applies solely to the purchaser of the product and not to a third party.
Return of Liquid Items:
Due to the limited shelf life of liquid items, we cannot accept the return of such items under any circumstances if a return request is not made within 14 days of purchase.
Return of Adhesive Products:
Adhesive products may become ineffective if not stored or handled correctly. Buyers are responsible for inspecting adhesive items upon delivery and notifying us of any issues within 48 hours. This timeframe allows for an adequate assessment of the product's condition and potential issues related to storage, handling, or transportation.
Allergy-Related Returns:
Customers experiencing an allergic reaction must report it within 24 hours, providing photographic evidence, proof of a patch test, and medical documentation. Failure to provide required evidence will result in a case-by-case evaluation.
Assistance for Customers Claiming Product Issues:
Customers claiming that a product does not meet expectations or provide desired results must accept our assistance before being considered for a refund.
Personalised assistance is offered through channels such as FaceTime or in-person consultations. If, after receiving guidance, the product still fails to perform, a refund may be provided. Further evaluation may be required for customers exhausting the supply of lashes and expressing dissatisfaction.
Reporting Process:
To report a fault with an adhesive product, contact our customer support team within the specified timeframe, providing detailed information and supporting documentation. Failure to report within the specified timeframe may limit our ability to address the issue.
Missing or Incorrect Items:
Report any missing or incorrect items within 48 hours of receiving your order through our website contact forms. Keep the enclosed picking list safe until you are satisfied with the order contents. Failure to retain the picking list may void replacement or refund eligibility.
Delivery Information:
Delivery:
We accept orders for delivery worldwide, with some exceptions. Delivery will be made to the address provided during the order placement.
The estimated delivery time varies based on the purchased products and selected delivery service. Our delivery information, subject to change without notice, can be accessed here.
In any event, orders are delivered within 30 days after placement. If we cannot dispatch the product within this timeframe, we will notify you by email, providing an estimated delivery date. In such cases, you have the right to cancel the order for a full refund.
TooTone London LTD, 124 City Road, London, United Kingdom, EC1V 2NX, and email: hello@tootonelondon.com.
TooTone London is not liable for delivery issues caused by events beyond our control, including prolonged delivery times due to transportation services or product loss. If a delivery is delayed, inform the Customer Team here at the earliest opportunity, and we will initiate an enquiry with the chosen carrier.
Once the product is delivered, you assume responsibility for it. If any issues arise with the product, please contact our Customer Team via the website contact forms promptly.
Return to Sender:
If a package is returned due to reasons beyond our control, the customer bears the return to sender fee set by Royal Mail. Note that this fee may change, and we cannot be held responsible for discrepancies.
Shipping Claims:
For customers claiming non-receipt of a parcel or its absence, we will initiate an investigation with Royal Mail or the chosen courier. Investigations may take up to 30 working days. Customers are urged to await resolution, as the parcel may arrive during the investigation. If the carrier confirms the parcel as lost or undelivered, appropriate actions will be taken based on the investigation results.
Delayed Delivery:
In cases of delayed delivery beyond the estimated timeframe, we follow a pre-agreed protocol with the third-party carrier (Royal Mail or other). After notifying the carrier, we must wait for 30 days before taking further action. Consequently, we cannot offer refunds or exchanges until our courier provides the investigation results.
Shipping Currency:
Prices are in Pound Sterling and inclusive of VAT. The total cost, including delivery charges, will be specified before order confirmation. We reserve the right to modify prices, but products will be invoiced based on the tariffs at the time of order.
The prices of our products are denoted in Pound Sterling and include Value Added Tax (VAT) at prevailing rates, where applicable, unless expressly stated otherwise. The prices listed do not cover delivery charges. Your total order cost encompasses the product prices and applicable delivery charges, outlined in detail in the Delivery section of our Terms. Specific delivery costs will be communicated to you both before order confirmation and upon definitive validation of the order.
The invoiced price aligns with the amount stated on the email order confirmation sent by TooTone London. While we reserve the right to modify prices at any time, the invoiced amount corresponds to the tariffs in effect during order recording, contingent upon product availability. The applicable tariff is that featured on the website unless there is a typographical error.
Our website showcases a range of products, and despite our diligent efforts, some items may be inaccurately priced. In the event of a pricing error on the Products you've ordered, we will promptly notify you of the discrepancy. You will then have the option to proceed with the purchase at the accurate price or cancel your order. We will refrain from processing your order until we receive your instructions. If contact proves challenging using the provided details, we will interpret the order as cancelled and inform you in writing. It's important to note that if a pricing error is glaring and could reasonably have been identified by you, we are not obligated to provide the Products at the incorrect (lower) price.
Payment transactions are required immediately through our online platform. Unless the server is inaccessible, you can make payments using a credit or debit card. Simply input the card number, expiry date, cardholder's name, and the 3-digit security code found on the back of the card. For secure transactions, our website employs a trusted payment service provider, SHOPIFY.
SHOPIFY holds a full Level 1 compliance status in the Payment Card Industry Data Security Standards (PCI DSS), representing the highest level of security.
In our ongoing efforts against online fraud, order information will undergo scrutiny by our designated Payment Service Provider, SHOPIFY.
Should you require a VAT invoice for your company, please include your company information in the order details and reach out to our Customer Team at hello@tootonelondon.com.
Competitions, Offers, and Promos
Periodically, TooTone London may run competitions, offers, and promotions. Separate terms and conditions will be applicable, and details will be provided as needed.
IP Rights
Your usage of the Website does not grant you any rights related to copyright, design rights, trademarks, or other intellectual property rights (or the intellectual property rights of third parties). The Website is provided solely for your personal, non-commercial use. You may electronically copy and print only those sections of the Website that are required in the process of using it as a shopping resource. The content of the Website may not be used for any other purpose without our explicit written permission.
Scope of Terms
If any part of these terms is found invalid, it will not affect the remaining sections. Failure to enforce our rights does not constitute a waiver. These Terms, along with the order summary, constitute the entire agreement between us.