Shipping

 

UK Shipping

We offer complimentary shipping to the UK on all orders over £200. Simply enter FREEWORLD in the coupon section at the checkout.

We apply fixed rate prices on UK deliveries under £200. Prices are as follows:

    •    Standard Delivery – Recorded delivery within 5 working days - £3.95

    •    Express Delivery – Next day recorded delivery (order must be placed by 2pm GMT)- £10.00

 

Please ensure there is someone available to sign for delivery. Kit Neale holds no responsibility for the carrier being unable to deliver. If there is no-one at the address the carrier will leave a note to instruct where the delivery will be held or will re-attempt to deliver. Deliveries are processed Monday – Friday, excluding public holidays.

 

Europe Shipping

We offer complimentary shipping to Europe on all orders over £200. Simply enter FREEWORLD in the coupon section at the checkout.

We apply fixed rate prices on European deliveries under £200. Prices are as follows:

  •    Recorded delivery within 5 working days - £15

 

Please ensure there is someone available to sign for delivery. Kit Neale holds no responsibility for the carrier being unable to deliver. 

Please note that this time schedule is available to all major European cities. Outlying areas require an additional day. Any queries please contact online@kitneale.com

Europe includes the following countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Holland, Norway, Switzerland.

 

Worldwide Shipping

We offer complimentary worldwide shipping on all orders over £200. Simply enter FREEWORLD in the coupon section at the checkout.

Shipping is now available for most countries. All worldwide shipping is tracked and recorded.

We apply fixed rate prices on worldwide deliveries under £200. Prices are as follows:

•    Recorded delivery within 7 working days - £18

Please note any duty and tax charges charges applied by customs will be payable by the receiver and not the responsibility of Kit Neale.

 

Notes for Shipping

When placing your order please ensure that the billing and shipping address details are correct as we are unable to redirect after dispatch.

When your order has been shipped, we will send you confirmation via email.

A signature will be required upon delivery. Please note that our serves is not a named delivery service and anyone at the designated delivery address may sign for your goods. We can not liable for any lost or missing orders that have been signed for in your building. 

Our chosen delivery services may choose to deliver your goods with a neighbour or nearby premises if you are absent on the day of delivery. We can not be liable for any lost or missing orders that have been signed for at a nearby address. 

Our chosen delivery services may choose to delivery your goods at a local depot if you are absent on the day of delivery. We can not be liable for any delays in you receiving your goods if our delivery services are unable to deliver at your designated delivery address.  

Delivery times are estimates and start from the date of dispatch. Please note that in some areas worldwide there is a limited range of delivery services that may delay your order. We will endeavour to send your order out as quickly as possible but we cannot be responsible for delays however caused, for example as a result of remote delivery locations, adverse weather conditions, natural disasters, civil unrest, strike action, and those listed under section 8.3 in the Terms of use. 

If you have any questions or queries regarding shipping, please contact us at online@kitneale.com.

 

Exchanges

We offer free UK exchanges on all full priced items within 14 days of receiving an order. Please email online@kitneale.com for a returns shipping label. You must be able to print out the shipping label.

For exchanges on items shipped to Europe and Worldwide, the customer must arrange the return postage.

For exchanges on items bought a reduced cost, including sale and outlet items, the customer must arrange the return postage. Please email online@kitneale.com for a return authorisation and instructions.

All exchange goods must be returned within 14 days of receiving an order. 

 

Refunds

Kit Neale accepts returns within 14 days of receiving an order.

If you would like to make a return please contact online@kitneale.com to receive a Return Authorisation code and Instructions.

The customer must arrange the return postage. The customer must ensure goods are returned within 14 days of receiving an order.

 

We will only accept unworn items, returned to us in the original condition and packaging they were sent and with all garment tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused. If Kit Neale accepts the refund (excluding any shipping cost) this will be processed to the original payment method, which can take up to 10 working days to complete. Items are to be returned at customer’s own expense, except, if the goods are faulty. An item must be returned from the original shipping country and the customer is responsible for any export duties that may apply. 

We hold the right to refuse a request to return an item if an item has been used for commercial gain. Items can not be returned if they have been worn, this includes any commercial or personal photo shoots, filming, or attendance to an event. All goods must be returned unworn unless for fitting purposes. Any goods which have been returned to us which have been worn will be returned to purchaser and refund refused. 

If you are member of press looking to loan samples for a commercial shoot please contact kitneale@wearevillage.com.

We do not accept returns on goods that are collected or bought in person from a Kit Neale retail location including outlet and popup stores. An exchange will be offered where possible. In the circumstances that there may be no desired exchange available then a credit note will be offered. 

 

Faulty items

Items are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered.

 

Use of Service

www.kitneale.com (the “Website”) is operated by East Side Creatives Ltd (“we”, “us” and “our”). This is a limited company registered in England and Wales with company number 08199770, and VAT number GB 158 0138 19. Our registered office is 24 Molesworth Road, Gosport, Hampshire, PO12 1QU.

These terms cover the website and related services. 

By accessing this website you agree to these terms and conditions. If you do not agree to them you may not use and access this website.

www.kitneale.com is provided for your personal use. You may use this website on a temporary basis and not for any commercial purpose whatsoever. 

This website may contain links to other websites and products which are not operated by Kit Neale for which we hold no responsibility for them or any loss or damage they may cause whilst using them.   

 

1. General

1.1 When we receive your order you will receive an e-mail reply acknowledging receipt. No contract shall come into existence until we have accepted your order. Your order will be accepted by us by way of a confirmatory e-mail (‘Confirmation of Order’) which will confirm that we are able to send you the goods you have ordered, the price and the estimated delivery date.

Confirmation of Order shall contain all of the information regarding the goods you have ordered. You must immediately check the details contained in the Confirmation of Order and we advise you to print and keep a copy of it.

1.2 Your statutory rights shall remain unaffected by these Terms and Conditions, and except in accordance with these Terms and Conditions all purchases are non-exchangeable, non-refundable and non-transferable. 

1.3  Every care has been taken by us in the preparation of the content of our website, in particular to ensure that prices quoted are accurate at the time of posting the product on the website and that all products are fairly described. However, your order may not be accepted if there are material errors in the description of the goods you have ordered or their prices. All prices and offers are subject to change.

1.4 We have aimed to ensure that the colours of our products appearing on our website are as near as possible to the colour of the product. However, the actual colours you see will depend on your computer equipment, and accordingly, we are unable to guarantee the precise colour of the product on delivery.

1.5 All products are subject to availability. We will inform you as soon as reasonably possible in the event that the goods you have ordered are unavailable. In the event that the goods that you have ordered are unavailable a full refund will be offered.

1.6 All prices are displayed on the website in UK sterling. Unless otherwise indicated, these are inclusive of VAT at 20%. Payments are to be made in UK sterling via a debit or credit card. 

2. Delivery

2.1  We will aim to dispatch the goods ordered by you as soon as possible after your order has been accepted by us to the postal address you have given in your order. However, we cannot guarantee an exact delivery date and your goods may take longer to be dispatched if the goods you have ordered are not in stock at the time of placing your order or they are to be dispatched to an address outside of the UK.

2.2 We aim to process all orders in 1-2 business days however some orders can take up to 5 days to process before they dispatched due to availability or demand. 

2.3 Postal charges payable for goods dispatched in the UK will be notified to you in the confirmatory email. Deliveries outside of the UK may be subject to import taxes and additional charges for which you are solely responsible. Please note that we have no control over these charges and cannot predict their amount. See Shipping for breakdown of postal charges. 

2.4 Title of the goods shall pass to you at the time payment for the goods is received by us in full. Risk in any product ordered will pass to you upon dispatch of your order.

3. Returns policy

3.1  If you cancel before the delivery of any goods your money will be refunded and the goods will not be delivered.

3.2 We will offer a refund or exchange on an unworn, undamaged item within 14 days of it being received by you. Refunds will be made to the credit or debit card used to purchase the item(s) in accordance with these terms and conditions.

3.3 If you return an item to us because it is faulty, we will include with your refund the postage that you were charged when purchasing the item, and the postage you paid when returning the item to us (this does not affect your statutory rights).

3.4  If you are returning an item because it is unsuitable, we shall only refund the cost of the returned item, and you will be fully liable for the postage paid when returning the item to us and when purchasing the item.

3.5  Items purchased online can be returned via post. Refunds will be processed by us within 10 working business days.

3.6 Repairs will be accepted and undertaken free of charge for all faulty goods. If your goods need repairing due to wear and tear or is more than 12 months old repairs may be charged for. We will of course provide a quotation for approval before proceeding with any repair work.

3.7 East Side Creatives Ltd t/a Kit Neale is dedicated to offering the highest levels of quality and service. Before returning any product, you must obtain a Return Merchandise Authorisation (RMA) code. You can obtain an RMA number by emailing your request to online@kitneale.com. Please indicate in your email the reason why the goods are being returned. All returned goods must be accompanied by a delivery note (this comes with the delivery of your goods), with completed details on the reverse.

3.8 All items being returned in accordance with this clause must be safely and securely packaged to avoid damage in transit. We shall not accept an item for refund if it has been damaged in transit or otherwise.

3.9 We request when returning items to us you use recorded or special delivery service as we are unable to refund items which are lost in the post. All goods shall remain your responsibility until we receive them. We hold to right to refuse refund if your goods are not returned to us using recorded or special delivery service.

4. Liability

4.1 Except for death or personal injury due to our negligence or that of our employees, we shall not in any circumstances be liable, whether in contract or tort, to you for any direct, indirect or consequential loss or damage arising from the sale or use of our goods including without limitation loss of profits, damage to property or loss of contracts. In all cases our entire liability, howsoever arising, shall be limited to damages which shall not exceed the price paid for the goods in respect of which the claim has arisen.

4.2 We do not accept any responsibility for any amendments or changes we may make to the information contained in our website, and we reserve the right to alter these Terms and Conditions or the information contained in this website at any time. Any changes made to these Terms and Conditions and all purchases made from the date of the amendments shall be subject to the replacement Terms and Conditions. Should you continue to use the website once we have inserted the changes, you shall be deemed to have accepted all of the amendments we have made.

4.3 You shall be responsible for reading and understanding these Terms and Conditions, and we do not accept responsibility for any loss or damage incurred by you or any third party as a result of your failure to do so.

4.4 We shall not be liable to any person for any loss or damage whatsoever which may arise from the use of any of the information contained in any of the materials on this website.

5. Copyright

5.1 All of the rights, including copyright and database rights, contained in this website are owned by us and you must not copy or dispatch any of the information contained in it. You further agree that you shall only use the website for legitimate, lawful purposes, and any other use shall only be permitted with our written consent.

5.2 In the event of us accepting instructions to produce goods to a specification not forming part of our own range of specifications, then you warrant to us that all copyright, patent, design and other intellectual property rights in such goods are your property or that you are licensed to use them. You shall fully indemnify us and keep us indemnified from and against all claim, demands, damages and expenses incurred by us arising out of any infringement or alleged infringement of such rights in respect of the goods produced to such specifications as foresaid. In the event that you fail to take delivery of whole or part of any order produced to such specification as aforesaid then we shall be entitled to sell such goods on our own behalf, and you will nevertheless fully indemnify us as aforesaid.

6. Disclaimer

Our website and all contents of it relating to East Side Creatives Ltd t/a Kit Neale are provided on an “AS IS” basis without any representation or endorsement made and without warranty of any kind whether express or implied in respect of this website and/or the information contained in it, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. Products (including any third party products) provided to you by means of this website shall have limited warranties which can be provided to you upon request to us.

7. Privacy policy

7.1 All personal information you supply to us will be treated in accordance with Data Protection Act. The nature of this site means that we will obtain, use and disclose (together “Use”) certain information about you (“Data”). This statement sets out the principles governing our Use of Data on this Site. By registering to use the Site you agree to this Use.

7.2 When ordering goods you will need to provide certain Data such as your contact details and demographic information. We will store this Data and use it to contact you, provide you with details of our products and otherwise for the normal use and improvement of our Site.

7.3 We may also use the Data in response to surveys and to aggregate user profiles

7.4  To enable us to monitor and improve our Site, it gathers certain aggregated information about you when you use it, including details of your operating system, browser version, domain name and IP address, the URL you come from and got to and the parts of the Site you visit.

7.5 We use cookies only to store information such as your User ID and your session identifiers and password to enable us to identify whether you are registered on to the Site and, if so, to shortcut your access to the site and any Products. We will only read cookies from your cookie file placed there through your web browser’s interaction with the Site.

7.6 We endeavour to take all reasonable steps to protect your personal Data including the use of encryption technology, but cannot guarantee the security of any Data you disclose online. You accept the inherent security implications of being and transacting online over the Internet and will not hold us responsible for any breach of security unless we have been negligent or in willful default.

7.7 To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

8. Misc

8.1 If any of these Terms and Conditions should be determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any state or country in which these Terms and Conditions are intended to be effective, then to the extent and within the jurisdiction which that Term or Condition is illegal, invalid or unenforceable, it shall be severed and deleted from that clause and the remaining Terms and Conditions shall survive, remain in full force and effect and continue to be binding and enforceable.

8.2 These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales.

8.3 We shall have no liability to you for any delay in the delivery of products ordered or any other matters to the extent that the delay is due to any event outside our reasonable control, including but not limited to acts of God, war, flood, fire, labour disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events