Terms of service
These terms apply to any purchases you make on our website. Please read them carefully before you place any orders on our website, as they set out important information about your and our rights and obligations.
You must agree to these terms before you place your order.
You must be at least 18 years old to place an order on our website.
Your attention is particularly drawn to clause 18 of these terms, which sets out important limits and exclusions of our liability to you.
We are Sterling Wholesale Limited a company registered in England and Wales under company number:03923175. Our registered office is at: Sterling House, 9 East Road, Harlow, Essex, England, CM20 2BJ. Our VAT number is:752089816. We are a licenced retailer of the CIAO brand and hold an exclusive licence to distribute CIAO products in the UK, Europe and the United States of America.
You can contact us by sending an email to info@ciaofashionstore.com
3.1 Any reference to ‘we’, ‘us’ or ‘our’ in these terms is to Sterling Wholesale Limited t/a CIAO, and any reference to ‘you’ or ‘your’ is to the person placing an order on our website.
3.2 We may make changes to these terms at any time. However, the terms which apply to your order will be those in force at the time you submitted your order to us.
3.3 Please print out or save a copy of these terms and any emails from us for your records, as we will not save or file a copy for you. These terms are only available in English.
3.4 Your use of our website is governed by our Website Terms of Use which are available on our website.
4.1 Please check your order carefully and correct any errors before you submit it to us.
4.2 After you place your order, we will send you an acknowledgment email to let you know that we have received your order. This does not mean that your order has been accepted by us. Your order is an offer to buy products from us on these terms.
4.3 Acceptance of your order by us takes place when we dispatch your order to you, at which point a legally binding contract is formed between you and us on these terms. We will send you a shipping confirmation email to let you know once your order has been dispatched.
4.4 If we do not accept your order, for example because we have been unable to pre-authorise the payment, the products are unavailable, you are under 18 or there has been a mistake regarding the pricing or description of the products, we will email you using the details you provided when you placed your order. We have the right to reject any order for any reason.
4.5 If we are making any bespoke or personalised products for you, which are based on information, measurements and personal preferences that you provide to us, you are responsible for ensuring that the information is correct.
All orders are subject to availability. We cannot guarantee that any product will be available at any given time. In certain circumstances beyond our reasonable control, for example where there has been a change in law, we may need to stop selling certain products. If this happens and it affects your order, we will notify you by email, cancel your order and provide you with a full refund (including any delivery costs) if payment has already been taken.
6 Making changes to your order
If you would like to make any changes to your order after you have submitted it, please contact us as soon as possible and we will let you know if it is possible to change your order.
7.1 Descriptions of our products are set out on our website.
7.2 Please read the product description carefully. Pictures and images of the products or their packaging on our website are for illustration purposes only. Your products and their packaging may vary slightly from those pictures or images.
7.3 We cannot guarantee that the colours displayed on your device will match exactly the appearance of your products. The colours of the products displayed on our website may vary depending on what device you are using and your settings.
7.4 All weights, sizes and measurements set out on our website are approximations and some of our items may differ or vary in size.
7.5 The colours of our products may vary depending on a number of factors such as the design, material and manufacturing batch. You accept that the colours of our products may vary slightly and may not be the exact shade or tint as the other.
You must use our products only for domestic and personal use. You must not use our products for commercial, business or resale purposes.
9.1 Prices for our products are set out on our website. All prices include VAT (or other such tax) at the applicable rate, but exclude delivery charges. For information on delivery options and costs, go to clause 23.
9.2 Prices for our products and delivery charges may change at any time. Except as set out in clause 9.3 below, such changes will not affect existing orders.
9.3 If there has been an error on the website regarding the pricing of any of our products and this affects your order, we will try to contact you using the contact details you provided when you placed your order. We will give you the option to re-confirm your order at the correct price or to cancel your order. If we are unable to contact you, we will treat the order as cancelled and notify you by email.
10.1 You can pay by for our products with PayPal.
10.2 We will take payment from you immediately after the order has been placed. If the payment is unsuccessful, we will try to contact you using the contact details you provided when you placed your order. If we are unable to contact you, we will cancel your order and notify you by email.
11.1 You will be given available delivery options to choose from when you place your order.
11.2 Your order will be delivered on the selected delivery date or within the delivery period specified, depending on the delivery option you chose when you placed your order. We will deliver your order within 30 days of the shipping confirmation email unless otherwise agreed between you and us.
11.3 Any delivery dates stated during the order process, or in your order acknowledgment or shipping confirmation emails, are estimates, unless we have agreed a specific delivery date with you.
11.4 We will do all that we reasonably can to deliver your order within the delivery period or on the estimated delivery date. If your delivery is delayed, we will email you to let you know as soon as reasonably possible. However, we are not liable to you for any losses you incur if delivery or dispatch is delayed because of circumstances beyond our reasonable control, including circumstances with our preferred courier.
11.5 For international orders outside of the UK, you agree to pay all international shipping and delivery costs, customs charges and duties that are incurred. It is also your responsibility to comply with all applicable local laws and regulations in which the products are destined.
12.1 We use DHL to deliver our goods
12.2 If something happens which is outside of our control and affects the estimated date of delivery, we will provide you with a revised estimated date for delivery.
12.3 Delivery will take place at the address specified by you when you placed your order with us.
12.4 Unless you and we agree otherwise, if we cannot deliver your goods within 30 days of the date of your Confirmation Email, we will:
12.5 If nobody is available to take delivery, please contact DHL directly using the tracking code assigned to your order.
12.6 You are responsible for the goods once they have been delivered to the address specified by you when you placed your order with us. In other words, the risk in the goods passes to you when you take, or a third party nominated by you takes, possession of the goods.
12.7 We may deliver your goods in instalments.
13.1 Our products are mainly intended for use by customers who reside in the UK. For international orders which are outside of the UK, you agree to:
13.1.1 be responsible for all international shipping and delivery charges;
13.1.2 comply with all local laws and regulations in the country for which the products are destined;
13.1.3 pay all taxes, duties and customs charges; and
13.1.4 familiarise yourself with all charges, taxes, duties and shipping costs that may be incurred before placing an order.
13.2 We will not be held liable for any delay in delivering your order due to any event outside of our control, such as international shipping delays, customs clearance and duty
14.1 You have the right to cancel this contract within 14 days of placing an order without giving any reason. This does not apply to products that have been worn or had their labels removed, perishable products, bespoke product or any products that have a protective or hygiene seal (such as underwear and beauty products etc.) if that seal has been broken.
14.2 To cancel your order, please email us at info@ciaofashionstore.com. You can also use the cancellation form available in the Schedule to these terms. To help us process your cancellation more quickly, please have your order number ready or include it in the email or cancellation form you send to us.
14.3 If you have already received your order and you wish to cancel pursuant to clause 14.1, you must return the products to us within 14 days of telling us that you want to cancel your order. The deadline is met if you send the products back to us before the 14-day period has expired. We strongly recommend that you get proof of postage. We may withhold the refund until we have received the products back from you.
14.4 Products must be returned to us in a new and unused condition and, to the extent possible, in their original packaging. We may make a deduction from the refund amount if you have handled the product in a way that has diminished the value of the product, if such handling was beyond what is necessary to establish the nature, characteristics and functioning of the products. You are responsible for the products while they are in your possession and in transit to us.
14.5 Unless your products are faulty or misdescribed, you are responsible for the cost of returning the products to us.
14.6 We will provide you with a full refund (including basic delivery charges, if applicable) as soon as possible. If you cancelled before you received any products, we will issue the refund no later than 14 days after the day on which you told us that you want to cancel. If you have sent products back to us, we will issue the refund no later than 10 working days after the day we receive the products back from you or, if earlier, 10 working days after the day you provide us with evidence that you have sent the products back.
14.7 We will issue your refund to the same payment method you used when you placed your order.
14.8 We do not provide any exchanges on returned products.
14.9 You accept and agree that any returns submitted not in accordance with this clause 14 shall not be eligible for a refund.
14.10 We only accept returns on products purchased from this site. Any CIAO products purchased via a third party merchant must be returned to the third party merchant.
15.1 Your legal rights in relation to faulty products (also known as ‘statutory rights’) are set out at the top of these terms. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:
15.1.1 contact us using the contact details at the top of this page; or
15.1.2 visit the Citizens Advice website www.citizensadvice.org.uk or call 0808 223 1133.
15.2 Nothing in this contract affects your legal rights if the goods are faulty. You may also have other rights in law.
15.3 If your goods are faulty, please contact us using the contact details as set out in clause 2 of these terms.
We are not liable to you if we fail to comply with these terms because of circumstances beyond our reasonable control.
17 Limitation on our liability
17.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:
17.1.1 losses that were not foreseeable to you and us when the contract was formed;
17.1.2 losses that were not caused by any breach on our part;
17.1.4 losses to non-consumers.
Any personal information that you provide to us will be dealt with in line with our Privacy Policy available on our website, which explains what information we collect and hold about you, and how we collect, store, use and share such information.
No one other than us or you has any right to enforce any of these terms.
20.1 We may transfer our rights under these terms to another business without your consent, but we will notify you of the transfer and make sure that your rights are not adversely affected as a result.
20.2 You are not allowed to transfer your rights under these terms to anyone without our prior written consent.
21.1 If you are unhappy with us or the products you ordered, please contact us at info@ciaofashionstore.com
22.1 All orders with UK Delivery
We aim to dispatch orders between 2 to 7 business days and offer free DHL express delivery service to all UK orders. DHL tracking details will be provided so you can monitor any delivery updates. However, our courier may take longer if you reside in remote areas e.g Scottish Highlands and Northern Ireland, or any orders placed near any bank holidays etc. Please be aware someone may need to be available to sign for your order, otherwise the package may be kept by DHL who you can contact to reschedule a delivery date.
22.2 All orders with international Delivery
Delivery within Europe (excluding UK) costs between £15- £45 depending on size/weight of item. (The delivery cost will be calculated at check out and does not include any duties/taxes that can incur)
Delivery outside of UK and EU costs between £15- £80 depending on size/weight of item. (The delivery cost will be calculated at check out and does not include any duties/taxes that can incur).
Please note custom clearance/tax may impact your delivery and we will not be held responsible for any delays caused by customs.
23 Governing law and jurisdiction
23.1 The laws of England and Wales apply to these terms, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
23.2 Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
Schedule
Termination Cancellation Form
Date:
To: Sterling Wholesale Limited t/a CIAO of Sterling House, 9 East Road, Harlow, Essex, England, CM20 2BJ
Email: info@ciaofashionstore.com
I hereby give you notice that I wish to cancel my contract for:
Order Number:
Ordered On:
Received On:
Name of Customer:
Address of Customer:
Signature of Customer:
1. Introduction
1.1 These terms and conditions of use (“Terms”) explain how you may use our website and any of its contents (“Site”). These terms apply between Sterling Wholesale Limited (“we”, “us” or “our”) and you, the person accessing or using the Site (“you” or “your”).
1.2 You should read these Terms carefully before using the Site. By using the Site or otherwise indicating your consent, you agree to be bound by these Terms. If you do not agree with any of these Terms, you should stop using the Site immediately.
2. About us
2.1 We are Sterling Wholesale Limited, a company registered in England and Wales under company number 03923175. Our registered office is at Sterling House, 9 East Road, Harlow, Essex CM20 2BJ. Our VAT registration number is 752089816. We are a licenced retailer of the CIAO brand and hold an exclusive licence to distribute CIAO products in the UK, Europe and the United States of America.
2.2 If you have any questions about the Site, please contact us by sending an email to info@ciaofashionstore.com
3. Using the Site
3.1 The site is for your personal use only.
3.2 You agree that you are solely responsible for all costs and expenses you may incur in relation to your use of the Site.
3.3 We make no promise that the Site is appropriate or available for use in locations outside of the UK. If you choose to access the site from locations outside of the UK, you acknowledge that you do so at your own initiative and are responsible for compliance with local laws where they apply.
3.4 We try to make the Site as accessible as possible. If you have any difficulties using the Site, please contact us using the contact details at the top of these Terms.
3.5 As a condition of your use of the Site, you agree not to:
(a) misuse or attack our Site by knowingly introducing viruses, trojans, worms, logic bombs or any other material which is malicious or technologically harmful (such as by way of a denial-of-service attack); or
(b) attempt to gain unauthorised access to our Site, the server on which our Site is stored or any server, computer or database connected to our Site.
3.6 We may prevent or suspend your access to the Site if you do not comply with these Terms or any applicable law.
4. Registration and password security
4.1 Use of the Site may require registration, particularly in order to access restricted areas of the Site.
4.2 We are not obliged to permit anyone to register with the Site and we may refuse, terminate or suspend registration to anyone at any time.
4.3 You are responsible for making sure that your password and any other account details are kept secure and confidential.
4.4 If we have reason to believe that there is likely to be a breach of security or misuse of the Site through your account or the use of your password, we may notify you and require you to change your password, or we may suspend or terminate your account.
4.5 Any personal information you provide to us as part of the registration process will be processed in accordance with our Privacy Policy.
5. Your privacy and personal information
Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy which is available on the Site. The Privacy Policy explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities in the event you have a query or complaint about the use of your personal information.
6. Ownership, use and intellectual property rights
6.1 The intellectual property rights in the Site and in any text, video, audio or other multimedia content, software or other information submitted to or accessible from the Site (“Content”) are owned by us and our licensors, unless we have linked to third-party content or websites or had expressed otherwise.
6.2 We and our licensors reserve all our intellectual property rights (including, but not limited to, all copyright, trade marks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind) whether registered or unregistered anywhere in the world. This means, for example, that we remain owners of those intellectual property rights and are free to use them as we see fit.
6.3 Nothing in these Terms grants you any legal rights in the Site or the Content other than as necessary for you to access it. You agree not to adjust, try to circumvent or delete any notices contained on the Site or the Content (including any intellectual property notices) and in particular, in any digital rights or other security technology embedded or contained within the Site or the Content.
6.4 Unless you have our prior written consent, you are expressly prohibited from:
(a) using any automated process, software or script to extract, scrape, crawl or collect data or content from this site (“Site Content”) in any manner, including but not limited to the use of web crawlers, bots or spiders;
(b) aggregating, collecting or compiling Site Content for commercial or non-commercial purposes. This includes, but is not limited to, the use of Site Content to create databases, directories or other aggregated content; and
(c) using any artificial intelligence (“AI”) tools, machine learning algorithms, or other automated technologies to analyse, process or generate content based on or through the use of Site Content. This includes, but is not limited to, using the Site Content to (i) train AI models (ii) for any form or automated content generation and (iii) as input to an AI systems, as a prompt, request, question, instruction or similar.
By accessing and using this Site you agree to comply with these restrictions. Any attempt to bypass these restrictions may result in legal action and/or termination of access to the Site.
7. Submitting information to the Site
7.1 While we try to make sure that the Site is secure, we do not actively monitor or check whether information supplied to use through to the Site is confidential, commercially sensitive or valuable.
7.2 Other than any personal information which will be dealt with in accordance with our Privacy Policy, we do not guarantee that information supplied to us through the Site will be kept confidential and we may use it on an unrestricted and free-of-charge bases as we reasonably see fit.
8. Accuracy of information and availability of the Site
8.1 We try to make sure that the Site is accurate, up-to-date and free from bugs, but we cannot promise that it will be. Furthermore, we cannot promise that the Site will be fit or suitable for purpose. Any reliance that you may place on the information on the Site is at your own risk.
8.2 We may suspend or terminate access or operation of the Site at any time as we see fit.
8.3 Any Content is provided for your general purposes only and to inform you about us and our products and news, features, services and other websites that may be of interest, but has not been tailored to your specific requirements or circumstances. It does not constitute technical, financial or legal advice or any other type of advice and should not be relied on for any purposes. You should always use your own independent judgment when using our Site and its Content.
8.4 While we try to make sure that the Site is available for your use, we do not promise that the Site will be available at all times or that your use of the Site will be uninterrupted.
9. Hyperlinks and third party sites
The Site may contain hyperlinks or references to third party advertising and websites other than the Site. Any such hyperlinks or references are provided for your convenience only. We have no control over third party advertising or websites and accept no legal responsibility for any content, material or information contained in them. The display of any hyperlink and reference to any third party advertising or website does not mean that we endorse that third party’s website, products or services. Your use of a third party site may be governed by the terms and conditions of that third party site and is at your own risk.
10. Our responsibility to you
10.1 If we breach these Terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time these Terms were formed, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur as a result of something we did (or failed to do).
10.2 We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.
10.3 Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.
11. Events beyond our control
We are not liable to you if we fail to comply with these Terms because of circumstances beyond our reasonable control.
12. No third party rights
No one other than us or you has any right to enforce any of these Terms.
13.1 No changes to these Terms are valid or have any effect unless agreed by us in writing or made in accordance with this clause 13.
13.2 We reserve the right to vary these Terms from time to time. Our updated Terms will be displayed on the Site and by continuing to use and access the Site following such changes, you agree to be bound by any variation made by us. It is your responsibility to check these Terms from time to time to verify such variations.
14. Complaints
14.1 We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with us, please contact us as soon as possible using the contact details set out at the top of this page.
14.2 The laws of England and Wales apply to these Terms, although if you are a resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
14.3 Any disputes will be subject to the non-exclusive jurisdiction or the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or the courts of another part of the UK in which you live.