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Terms and Conditions

Ordering and Payment
Prices and availability of stock are subject to change without notice. Violet Lake London is not responsible for possible errors on the site. There may be colour differences between goods as viewed on the site and their actual colours, this is due to different calibrations of computers.  Violet Lake London has the right to refuse a sale for any reason whatsoever.
You will receive e-mail notification of your payment as a receipt. You will also be sent an e-mail to notify you payment was successful from SagePay.
Orders that are returned to us due to an incomplete or incorrect address provided will not be returned to the customer and will only be re-sent at the customer's expense.
Additionally, orders that are abandoned by the customer, for whatever reason, will not be returned to the customer and will only be re-sent at the customer's expense.


Shipments outside the EU
Shipments outside of the EU or USA may be subject to import duties and taxes, which are the responsibility of the recipient.
Rates vary by country and by what was ordered so we are not able to supply an estimated cost.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.


Delivery
We'll ship your order as soon as we can, subject to payment authorisation and stock availability.  We aim to send out all deliveries within 48 hours of receipt of payment. If we receive an order before midday on any working day we will dispatch the item the same day.
We'll do everything we can to make sure your order arrives on time, but please allow for any adverse conditions which might affect deliveries in your area, such as extreme weather or postal strikes.


Returns Policy
Violet Lake is proud of its products. We believe in their quality and want you to be completely happy with your purchase. If you are not, we will exchange it or give you a refund, provided that it is returned to us in its original condition & packaging, unworn, unwashed, and with all labels intact.
Please make sure that bikini bottoms are tried on over your own underwear. In the interests of hygiene, we may refuse returns where it is apparent this has not been done.
It is free to exchange items for a different size, style or colour based on stock availability.  Shipping is free on the first replacement item within the UK, if you exchange items more than once there may be additional postage charges.
You must return or exchange all items sold by Violet Lake London within 14 days of receipt for an exchange or a full refund. The cost of returning an item is the responsibility of the customer unless the return is a result of our error or a faulty item. We advise you to send your return via 'signed for' or special delivery services provided by Royal Mail.
Please also note that we cannot accept returns on the following:
1.)Any item that is returned more than 14 days after receipt.
2.)Any item that is damaged or been used, has missing parts or is not in its original condition (unless originally acknowledged as being faulty) This includes the plastic hygiene shield in the bikini bottoms.
3.) All Sale items (unless faulty)
To return items for exchange or refund, please use the Despatch/Returns note that is enclosed in your delivery. If you have misplaced this note, please email us at returns@violet-lake.com quoting your original order number and telling us which products you are returning and we will email you back a simple form to fill out and send back with the goods. Please note that all refunds will be made to the credit card originally used to make the purchase.


Lost or Damaged Goods
In the event that any Goods are lost or damaged in transit please retain the Goods (where damaged) and contact us immediately, either by email to orders@violet-lake.com, or by telephone on 020 7731 8462. In the case of faulty goods, please contact us within 5 working days to arrange a replacement.  Please wait 7 working days from the date of your order before contacting us regarding non-delivery in case the delivery has been delayed.

Refunds
After we have received your refund request, we will process the refund and notify you via e-mail. The refund will be in the same form of payment that you originally used. Refunds will be dealt with within 7 business days of us receiving your return. Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.
Your refund outcome will depend on these aspects:
  •   Items that are not in the original condition they were sent to you, are damaged, or have missing parts for reasons not due to our error, cannot be refunded.
  •   If we receive items within 14 days of receipt.


Complaints
In the rare case of a complaint, then our founder Ursula really wants to hear about it!

Please contact her in one of the following ways and, in your complaint, please include your order number and full contact details.
Email: ursula@violet-lake.com. We will never take more than 24 hours to get back to you. 

Important information
•    All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately at customerservice@violet-lake.com
•    Items should be returned, if possible in their original packaging to ensure they are adequately protected in transit. We are not responsible for any damage done while in transit back to us.
•    Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

Security:
All credit and debit card payments are handled purely by Sage Pay (www.sagepay.com), our payment gateway, via a secure server..


Website Terms & Conditions

The following terms and conditions apply to all transactions on www.violet-lake.com (hereinafter called the “website”) including telephone sales and the use of the Website itself. By using this website and shopping with Violet Lake London, You, as the visitor to the website or an Violet Lake London customer, accept and agree to be bound by the terms and conditions stated below. If it appears that you are a trade customer, we will contact you to set up a business account and in such circumstances different terms and conditions shall apply. These terms and conditions will be governed by the laws of England and Wales and by using the website you agree to submit to the exclusive jurisdiction of the courts of England and Wales.

Violet Lake London is the trading name of Ursula Lake Ltd, Registered Company No. 07166525 with registered office at:
4a Frogmore, Wandsworth. London. SW18 1HJ.
VAT number: 980 4754 92

All correspondence, except sales and orders, should be addressed to the company's London address: 

Violet Lake Ltd
4a Frogmore, 
London
SW18 1HJ

In these terms and conditions the terms “we”, “us” and “our” refer to Violet Lake London and “you” and “your” refer to any visitor to the website or any Violet Lake London customer. “Goods” are those items which are displayed for sale on the website.

Content
The website is owned and operated by Ursula Lake Ltd. The design and content featured on the website, including images, artwork, graphics, photography and text are copyrights and trademarks, and controlled or licensed by Ursula Lake Ltd  The site is protected by copyright and all worldwide rights, titles and interests are reserved.

Prices
All prices are shown on the Website in GBP sterling, inclusive of UK VAT (Value Added Tax) currently at 20%. All payments may be made by any of the credit, debit or charge cards listed on the website on the day on which you place your order.
All transactions will be made in GBP sterling, and as the Buyer, You will be liable for any exchange rate charges made by your card provider.
All prices are as stated on the website but Ursula Lake Ltd reserves the right at any time to adjust prices without prior notice.
Overseas orders may be subject to local import duties and taxes for which the purchaser and not Ursula Lake Ltd will be liable.