ORDERS

Payment in whole, by credit card or debit card, is required before dispatch of goods.

Once we have received payment, we will send a confirmation email to you at the address you provided in your online order form. This email is not an acceptance of your order, Goods supplied by THOUSAND FIBRES to customers remain the property of the company, until paid for in full by the customer.

PRE-ORDER

Where available, pre-orders can be placed online on selected pieces. Payment will be taken at the checkout and you will receive an email confirmation as per a normal order.

Pre-orders typically take between 6-8 weeks to be custom-made.  

Please note, due to unexpected supplier delays, pre-orders can occasionally be delayed for up to 6 weeks. Should any delays arise, we will inform you at the earliest convenience and we will of course do everything to ensure your order arrives on time. 

CANCELLATION

By You: Once an order has been placed we are unable to make any changes to or cancel your order/s. You can return your order once you have received it.

By Us: We reserve the right to cancel the contract between you and us if: We have insufficient stock to deliver the goods you have ordered, or one or more of the items you ordered was listed at an incorrect price due to a typographical error. If we do cancel your contract we will notify you by email and will re-credit your account any sum deducted by us from your credit card as soon as possible, but in any event within 5 working days of your order. We will not be obliged to offer any additional compensation for disappointment. 

PROMOTIONAL CODES | DISCOUNTED SETS

From time to time, THOUSAND FIBRES will offer promotional codes for use on our website, or for loyal customers (either directly or via third parties).

THOUSAND FIBRES reserve the right to further reduce their products and are unable to refund the difference to customers. 

By participating in any such promotion, you agree to these terms and conditions.

Promotional codes allow the user one single use (unless otherwise noted). This offer can only be redeemed on a single THOUSAND FIBRES order at www.thousandfibres.com 

Promotional code offers exclude all other promotions and offers and cannot be combined with any other discounts.

Promotional codes can only be applied to full price items.

This offer cannot be applied retrospectively to previous orders.

This promotion is only available at www.thousandfibres.com and is not valid in any THOUSAND FIBRES stockists.

THOUSAND FIBRES reserves the right to (i) cancel this offer at any time (ii) refuse to allow any individual to participate in the offer (iii) amend these terms and conditions (and will use reasonable endeavours to notify changes to all customers.)

Refunds will take into account the discount. 

Offer does not include gift wrap, delivery charges, or international customs or duty taxes (unless duly noted). 

Gift sets or multiple-product purchases can only be shipped to a single address, unless otherwise arranged directly. 

These terms and conditions shall be governed by and construed in accordance with English law and exclusive jurisdiction of the English courts in the event of a dispute.

 

PAYMENT

We accept the following methods of payment: Visa, Visa Debit, Maestro, American Express, MasterCard and Paypal.

All payments on ThousandFibres.com are processed via Shopify Payments or PayPal fulfilment service. THOUSAND FIBRES assumes no liability whatsoever for the availability and functionality of this service. THOUSAND FIBRES  assumes no liability for any financial loss caused by the use of Stripe payment service. Stripe complies with the Electronic Commerce Directive.

QUALITY

Please note that all items are handcrafted from natural materials and as such their composition and colour may vary slightly from the images shown. All attempts have been made to accurately showcase the product, materials and true colour. however these are liable to differ depending on your screen/ monitor settings. In particular there can be slight inclusions or flecks with the use of natural fibres or gemstones. There may also be minor variations in actual dimensions and specifications. 

CONTENT

THOUSAND FIBRES assumes no liability whatsoever for the topicality, correctness, completeness or quality of the information provided. All content is subject to change without notice. THOUSAND FIBRES expressly reserves the right to modify, supplement or delete parts or the entire content of this site, without prior advance notice, or to suspend or terminate the site.

COMPLAINTS & CLAIMS

If you find that you are not satisfied with any product or service please contact our Customer Service team at customercare@thousandfibres.com. You will receive a written response within 7 working days. We will endeavour to resolve any complaint within a further 14 working days.

MISTAKES 

Any mistakes in invoices, receipts or payments will be rectified as soon as possible, and at the latest within 5 working days of agreeing to do so.

CLAIMS

Claims can only be made through our THOUSAND FIBRES Customer Care team by email, customercare@thousandfibres.com. Any claims made before prior communication with the THOUSAND FIBRES Customer Care department will not be considered.

All goods must be counted and checked at the time of delivery. Any manufacturing faults must be reported on immediate inspection and receipt of the goods. This does not affect your statutory rights as a consumer.

Any claim in respect of the above should be made by email to customercare@thousandfibres.com within 48hrs of delivery.

No claims will be entertained unless the above conditions are strictly adhered to.

No credit or refund will be given for any goods ordered in error by the customer.

No credit or refund will be given for any losses due to the incorrect storage or handling by the customer of any goods supplied by THOUSAND FIBRES.

AGREEMENT

LIABILITY

If you do not receive goods ordered by you within 7 working days (in the UK) and 21 working days (Internationally) of the date on which you received dispatch confirmation, we shall have no liability to you unless you notify us by email or telephone of the problem within 10 days and 30 days respectively of the date on which you ordered the goods.

If the goods we deliver are not what you ordered, or are damaged or defective, or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us by email of the problem within 7 working days of the delivery of the goods in question. If you notify us of a problem under this condition, our obligation to you will be either: To make good any shortage or non-delivery; or To replace any goods that are damaged or defective; or To refund to you the amount paid for the goods in question in whatever way we choose. Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses howsoever arising out of any problem you notify us of under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question as stated above. We cannot be held responsible for any delays once the goods have left us and are in possession of the courier service or Royal Mail. You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase. Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any personal injury resulting from our negligence.

COPYRIGHT, TRADEMARK AND INTELLECTUAL PROPERTY

Thousand Fibres Limited is the operator of www.thousandfibres.com.

All materials on this Site, and the Site itself, are protected by copyrights, designs, trademarks and/or all other intellectual property rights and materials. These materials are owned by THOUSAND FIBRES. Such materials include, but are not limited to, the photography, images, illustrations, text, video clips, audio clips, designs, logos, trademarks, and other materials contained in this site, as well as the software used in the design and development of this site. All rights are reserved, worldwide. You are expressly prohibited from: Reproducing, copying, editing, transmitting, uploading or incorporating into any other materials, any of the Website including without limitation, any images in any format of the products and their descriptions and other material made available on the website; and Removing, modifying, altering or using any registered or unregistered marks/logos/design owned by THOUSAND FIBRES, and doing anything which may be seen to take unfair advantage of the reputation and goodwill of THOUSAND FIBRES or could be considered an infringement of any of the rights in the intellectual property rights owned by and/or licensed to THOUSAND FIBRES.