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    Terms of service

    Our terms

    1. These terms

      1. What these terms cover. So, you want to buy one of our sweaters? Maybe we’re biased but…excellent choice. The next few pages contain the terms and conditions on which we’ll be supplying it (or them?!) to you.

      2. Why you should read them. Yes these terms are boring and legal and have weird words in but they are also pretty important. If you read on you’ll find out who we are, how we’ll provide your sweater to you, how either of us can change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us and we’ll get our legal bods on it.

    2. Information about us and how to contact us

      1. Who we are. We are Sheep Included Ltd. a company registered in England and Wales. But, we’re pals, so you can just call us “Sheep”. Our company registration number is 11226906 and our registered office is at 3 Leverton Place, London, United Kingdom, NW5 2PL. Our registered VAT number is 289 1714 66.?

      2. How to contact us. You can contact us by writing to us at theflock@www.ddqb.net. One of our lovely team will get back to you as soon as we can.

      3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

      4. "Writing" includes emails. Handwritten letters are great but, just so you know, when we use the words "writing" or "written" in these terms, this includes emails.

    3. Setting up an account

      1. Come and join the Flock. If you want to purchase one of our sweaters you will need to register a few details with us so we can set you up with your very own, shiny new account. No code names please Mr Bond, we need information that is up to date and accurate. The key information we’ll need to get you started is your first name and surname, your e-mail address, your phone number (in case we need to contact you directly about an order query) and your delivery and billing (cardholder) addresses, including accurate postcodes. We will not be able to complete any transactions without the billing address of the credit card used to complete the purchase.

      2. Once you’ve created your own account we’ll store your relevant delivery and contact details securely, so that the purchasing process is easier each time you buy a sweater. In order to keep those sweaters flowing smoothly, we ask that you keep this information up to date and that you select the correct information from your account when completing a transaction.

    4. Our contract with you

      1. How we will accept your order. Our acceptance of your order will take place when we email you to confirm it. The second you get that email a contract will come into existence between you and us. We’ll be… official.?

      2. If we cannot accept your order. If we are unable to accept your order for any reason, we will let you know in writing and will obviously not charge you for the sweater. Why would this happen we hear you cry? Well it might be because our sweaters are unexpectedly out of stock, because of unpredicted limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the sweater you’ve bought or because we are unable to meet a delivery deadline you have specified.

      3. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order. We’ll use it to track that beautiful sweater of yours from the farm all the way into your loving arms.

      4. We only sell to certain countries. Our website is solely for the promotion of our sweaters in the following countries: the United Kingdom, Ireland, Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, the Netherlands, Portugal, Spain, Sweden, the USA, Australia and New Zealand. Unfortunately, for the moment, we do not accept orders from or deliver to addresses outside of these countries. Bear with us, world saving takes time.

    5. Our products

      1. Sweaters may vary slightly from their pictures. The images of the sweaters on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your device's display of the colours accurately reflects the colour of the sweaters. Your sweater may vary slightly from those images. Although we have made every effort to be as accurate as possible, because our products are charmingly bespoke, all sizes, dimensions and measurements indicated on our website are provided on a reasonable endeavours basis.

      2. Product packaging may vary. The packaging of the sweater may vary from that shown in images on our website.

      3. Making sure you get the right size. There is nothing more annoying than getting something in the wrong size. Only you know what works for you, so you are responsible for ensuring that you pick the size that best fits you. You can find information and tips on how to find your size on our website or by contacting us.

    6. Your rights to make changes

    If you wish to make a change to the sweater you have ordered please contact us as soon as you can. We will let you know if the change is possible. If it is possible we will let you know about any changes to the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. We hate saying no but if we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 9 - Your rights to end the contract).

    1. Changes

      1. Minor changes to the products. We may change our sweater:

        1. to reflect changes in relevant laws and regulatory requirements; and
        2. to implement minor adjustments and improvements to design and style.

      2. More significant changes to the products and these terms. In addition, we may occasionally wish make more material changes to these terms or to the look and feel of the sweaters themselves. If we do so we will notify you and hope you’ll give the changes a big thumbs up. However if you don’t, you can contact us to end the contract before the changes take effect and receive a refund for any sweaters paid for but not received.

    2. Providing the products

      1. Delivery costs. The cost of delivery will be shown on our website when you progress to the checkout page. This will vary based on where in the world you’re ordering from and may go up and down over time based on fun stuff like currency fluctuations and taxes.

      2. I’m cold. How long will my sweater take? During the order process we give you an estimate of how long your sweater will take to arrive. It goes without saying that we want you strutting your stuff in your sweater ASAP so we will deliver it as soon as reasonably possible and always within 30 days after we receive your order. We’ll send you a tracking number so you can follow your woollen bundle of joy winging its way across the globe to you.

      3. We are not responsible for delays outside our control. If our delivery of your sweater is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for any delays caused by the event. We’ll keep working to get your sweater to you but if we tell you there is a risk of substantial delay you may contact us to end the contract and receive a refund.?

      4. What if I’m not at home when you deliver it. Wait… you mean you won’t be waiting by the door all day in anticipation? Fear not dear customer. If no one is available at your address to take delivery and we can’t get your sweater safely through your letterbox then we will leave you a note informing you of how to rearrange delivery or collect the sweater from a local depot.

      5. If you do not re-arrange delivery. Please don’t leave your sweater all alone in the depot – they get homesick and don’t like the dark. If after a failed delivery to you, you do not re-arrange delivery or collect your sweater from a delivery depot within a reasonable timeframe then we will contact you for further instructions. We’d appreciate you responding promptly otherwise we may have to charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract and clause 11.2 will apply.

      6. If we deliver your sweater late you can get legal. You may have certain legal rights if we deliver your sweater late (gulp!). If 30 days go by without receiving your sweater then you may treat the contract as at an end straight away if any of the following apply:
        1. we have refused to deliver your sweater; or
        2. you told us before we accepted your order that delivery within the delivery deadline was essential.

      7. Ending our contract for late delivery. If you choose to treat the contract as at an end for late delivery under clause 8.6 then you can cancel your order for the sweater/s and even reject any sweater/s that have been delivered. You must do this through the ‘My Account’ section of our site. After that we will refund any sums you have paid to us for the cancelled sweaters and their delivery and apologise wholeheartedly. If the sweater has been delivered to you, you must post it back to us to the address we provide you with.

      8. Time to accept responsibility. Your sweater will become your pride, your joy and, most importantly, your responsibility from the time we deliver the product to the address you gave us. We have no doubt it is in excellent hands.

      9. Is this really mine now? Yes. Once we have received payment in full, you own your sweater.

      10. What happens if you don’t tell us all we need to know. Obviously we need to know a few bits and pieces about you in order to get your sweater to you. For example, your address tends to be fairly important! We’ll try and collect all of this as part of the order process. However, if you miss out a few bits or it doesn’t look right then we will contact you via email to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 11.2 will apply) or charge a reasonable sum, purely to compensate us for any extra work that is required as a result.

      11. Delay due to lack of info. We hope you understand that we can’t be held responsible for supplying your sweater if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

    3. Your rights to end the contract

      1. We’ll be gutted but you can always end your contract with us.? Your rights when you end the contract will depend on whether there is anything wrong with your sweater, how we are performing and when you decide to end the contract:

        1. If one of our sweaters is faulty or we didn’t describe it correctly you may have a legal right to end the contract (or to get it repaired or replaced or to get some or all of your money back);
        2. If you want to end the contract because of something we have done or have told you we are going to do, see clause 9.2; or
        3. If you have just changed your mind, see clause 9.3. You may be able to get a refund if you are within the cooling-off period, but, depending on where you are, you may have to pay the costs of return of your sweater;

      2. It’s not you, it was us. If you are ending a contract for a reason set out at (a) to (d) below then our bad. The contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. You can do this if:

        1. we have told you about an upcoming change to our sweaters or these terms which you do not agree to (see clause 7.2);
        2. we have told you about an error in the price or description of the sweater you have ordered and you do not wish to proceed;
        3. there is a risk that supply of your sweater may be significantly delayed because of events outside our control;
        4. you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 8.6).

      3. What if I change my mind after ordering? If you’re based in the EEA, we have some good news for you: all consumers have a legal right to change their mind within 14 days of ordering and receive a refund.? These rights, are under a riveting piece of statute called the Consumer Contracts Regulations 2013.?

      4. So I have 14 days? The law gives you 14 days but we’re a generous bunch and we want happy customers only. Therefore Sheep will give you up to 28 days to change your mind. All we ask is that you follow our Returns Policy. Oh and keep the box it came in. Depending on where you live, you might need to return it in the box we provided. If you don’t need the box, please recycle it and then give yourself a teeny high five for being a tree saving legend.

    Please note that in certain countries (sorry Austrians and New Zealanders!) you may be asked to cover the costs of posting your sweater back to us. Whatever happens I’m sure we will find it a lovely new home.

    1. How to end the contract with us (including if you have changed your mind)

      1. Tell us you want to end the contract. To end the contract with us, please let us know by logging into the ‘My Account’ section of our website, go to ‘My Orders’ and follow the return process. If you have any questions or need help, please email us anytime at theflock@www.ddqb.net.

      2. Returning products after ending the contract. If you end the contract for any reason after the sweater has been dispatched to you or you have received it, you must return it to us if you want a refund. For more details on how to do this, please see our Returns Policy.

    2. Our rights to tell you ‘it’s over’

      1. We may end the contract if you break it. Breaking up is hard but we may end our contract with you at any time by writing to you if:
        1. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the sweater to you or you keep providing us with the wrong information; or
        2. you fail to accept delivery and then do not, within a reasonable time, arrange collection of redelivery.

      2. If you break the contract, there may be a small cost. If we end the contract in the situations set out in clause 11.1 we will refund any money you have paid for any sweaters we have not provided. However, we also reserve the right to deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

    3. What if there is a problem with my sweater?

      1. We’re good listeners. Tell us your problems. If you have any questions or complaints about your sweater, please contact us. You can email the Sheep team at theflock@www.ddqb.net.

      2. Summary of your legal rights. We pride ourselves on supplying brilliant sweaters but it is also the law that all goods you buy on the internet must come as described, as well as being fit for purpose and of satisfactory quality. We’re pretty sure you’ll agree that we pass these tests with flying colours but… if you don’t, let us know. If you want a more detailed summary of all your rights as a consumer then please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

      3. Your obligation to return rejected sweaters. If you believe you have reasonable grounds to reject one of our sweaters, you may do so by following our [Returns Policy] and letting us know why you are sending it back.

    4. Price and payment

      1. Right, I’m loving these sweaters. How much? The price of our sweaters (which includes VAT and other taxes) will be the price indicated on the order pages when you placed your order. It will be in the currency of the location from where you are accessing the Sheep site. We take all reasonable care to ensure that the price of the sweater advised to you is correct. However, we’re only human so please see clause 13.2 for what happens if we discover an error in the price of the sweater you order.

      2. Whoops, we priced it wrong. It is always possible that, despite our best efforts, some of the sweaters we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the sweater's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any sweater/s provided to you.

      3. When you must pay and how you must pay. We accept payment with Visa, Mastercard and American Express and we’ll give you the option to select how you want to pay at the order stage. You must pay for the products before we dispatch them.

      4. Permission to use. When you buy one of our sweaters, you are confirming that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to us, we won’t get paid. That means we will unfortunately not be liable for any delay or non-delivery.

    5. So you’ve suffered loss or damage (ouch), what next?

      1. We are responsible to you for ‘foreseeable’ loss and damage caused by us. If we breach these terms or fail to act with reasonable skill and care, then we accept that we should be responsible for any loss or damage you suffer that is a foreseeable result. Ok, sounds good so far but what’s with this ‘foreseeable’ stuff? Well loss or damage is foreseeable if either it is obvious that it will happen or if, at the time of your order, both of us knew it might happen. In the same way as we cover you for loss that is foreseeable, we expressly exclude responsibility for any loss or damage that is unforeseeable.

      2. So you exclude all damage that isn’t foreseeable? Not quite. There are certain types of damage that we are on the hook for, come what may. This includes the rather unlikely scenario of us being negligent and somehow causing your death or personal injury. It also means we do not exclude any damages where we have been fraudulent in our dealings with you.

      3. We are not liable for business losses. Our sweaters are supplied to you as a consumer. You are not permitted to bulk buy our sweaters for any commercial, business or re-sale purpose. If you do, we reserve our rights and will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

    6. Let’s talk data

      1. How we may use your personal information.? As part of the order process and as a result of your visiting our site, we must have some of your personal data. If you want to know how we use it and why then have a look at our Privacy Policy.

    7. Our Stuff

      1. All of the stuff on our site has been designed and produced by Sheep. We have no issues with you reading, printing or downloading content providing it is for private use only. Please don’t use any of our content or distribute it to others for the purpose of commercial gain. All of the imagery, graphics, photography, designs, and text on our site contains intellectual property rights that belong to us. We ask you to acknowledge and respect that. If you want to use any of our stuff then send us an email. We’ll be flattered.

    8. Other important terms

      1. We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

      2. Nobody else has any rights under this contract. Psssst, this contract is between you and us. Nobody else has any rights to enforce any of its terms. It’s just the two of us…we can make it if we try… ok… we’ll stop.

      3. If a court finds part of this contract illegal, the rest will continue in force. Each little bit of these terms operates separately. If any court or relevant authority decides that any of them are unlawful (the cheek!), the remaining bits will remain in full force and effect.

      4. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

      5. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you must bring legal proceedings in respect of the sweaters in the English courts. But please email us first. We’re really pretty nice and we can probably sort it out without having to dust off our suits.
    The Knitwear Journey.*
    We design knitwear that reconnects us. That makes us more aware of the journey. That tells us the full story of the people and impact behind the things we wear.
    *Worried about the amount of counties? Don’t Panic. Transport and travel is less than 1% of our overall carbon footprint.
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