Store Policies
Using this Website and making a purchase indicates that you accept our terms and conditions along with our store policies. If you do not accept these terms and conditions, do not place an order.
1 Company information
www.touchedbytana.com is a website operated by Touched By Tana LTD (“We”, “Our”, “Us”). Registered in England & Wales under the Company number 12887860. Correspondence through 61 Bridge Street, Kington, HR5 3DJ. Our email address is: info@touchedbytana.com.
2 Shipping
We ship worldwide providing that the customer is able to provide a valid address where the items can be shipped to and signed for by the customer.
3 About You
By placing an order through our site you confirm that:
You are at least 18 years old
You have read the full item description (including the processing time) before making a commitment to place the order
You are legally able to enter into binding contracts
You have entered a legally binding contract to purchase an item/items
4 The Order Process
After placing an order, you will receive an e-mail (the “Order Confirmation”) from us acknowledging that We have received your order, within 24 hours you will receive a second email indicating that your processing time has begun or will begin on the next working day (the “Order Processing”). This does not mean that your order has been accepted. Orders placed through our website are subject to availability and acceptance by us. Please check your junk if you do not receive any of these emails before contacting us.
We have until the end of your processing time to complete your order. Once the order is completed you will receive a shipping confirmation email (the “Shipping Confirmation”) which will include your tracking number if your order is to be posted, for local delivery you will receive an email and/or text message to the details left at checkout. Once dispatched this indicates full acceptance of your order.
We will not begin processing your order until payment has been received in full. If you pay using Klarna and Laybuy, you will not need to wait the whole payment schedule before shipment, as long as they confirm your order has been placed, we will begin.
As soon as you place your order it is finalised which means you cannot make any changes or cancel your order, we try to give a 24 hour grace period where possible for amendments.
As all hair orders are bespoke we do not accept returns unless there is a manufacturing fault or defect. These situations will be reviewed on a case by case basis and final decision will be made by Us.
All other products will have their returns and exchange information listed within the description.
We are entitled to refuse any order made by you for any reason.
When placing and order you confirm that all details you provide to us requesting goods or services are true and accurate, that you are an authorised user of the credit or debit card used to make your payment and that there are sufficient funds to cover the cost of the goods and services. It is your responsibility to inform us of any changes to these details as soon as possible.
5 Availability And Delivery
Your order will be processed and completed as per the processing time stated in the product description at time of purchase, if no processing time is specified, then within 30 days of the date of the Order Processing email, unless there are exceptional circumstances.
Your order will be shipped with the shipping option picked at check out (Express Delivery, Standard Delivery, Local Drop-Off or Collection). After receiving your Shipping Confirmation please allow up to 48 hours to see shipping updates.
If you make a mistake on your delivery information and your order is sent back to us, you will need to pay a delivery fee again for it to be re-posted to you.
6 Price And Payment
The price payable for the Products shall be as shown on the Website. Prices advertised on the Website include UK VAT but exclude delivery charges. Delivery options and charges are shown separately at checkout and must also be paid in advance.
Payment shall be made by you using the payment method specified on the Website and shall not be deemed to be made until We have received cleared funds in respect of the full amount stated in the order.
Prices are subject to change without notice but changes will not affect orders which have already been placed. Please also take into consideration the fluctuating price of raw materials, we reserve the right to intentionally change prices on our website at our discretion at any time.
Our site contains a variety of Products and product variants, in some scenarios it is possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. Where a Product's correct price is less than the price charged, We will charge the lower amount before shipping the Product to you. You will receive an email stating that a partial refund is being processed. If a Product's price is higher than the price charged on our site, We will, at our discretion, get in touch via the email provided at checkout and give you the option to pay the difference or request a refund.
We also reserve the right to cancel the order completely and notify you of the cancellation.
We are under no obligation to provide the Product to you at an incorrect price
Payment for all Products must be by credit or debit card. We accept payment with Visa, MasterCard, American Express, Electron, Maestro, Laybuy and others. Full list of payment providers will be listed at checkout.
The cost of foreign products and services may fluctuate. All prices displayed on the website are subject to such changes.
Only one promotion code can be used per order.
7 Our Returns Policy
As all hair orders are bespoke we do not accept returns unless there is a manufacturing fault or defect. These situations will be reviewed on a case by case basis and final decisions will be made by Us.
All other products will have their returns and exchange information listed within the description.
If you are not satisfied with your order, please get in touch within 7 days of receipt and we will make any necessary adjustments until you are completely satisfied.
If the product has been worn/tampered with (not in it's original condition) we cannot make any changes and will refuse to take any further action.
All other products (hair care and beauty) can be returned for store credit within 14 days of from the day of delivery. Item must be returned in its original unopened packaging, not damaged or used.
Contact: info@touchedbytana.com
8 Our Liability
If we do not ship the products, send you the wrong items or send you something damaged/defected, we are obliged to correct the issues at our option to:
Uphold the order and make any necessary adjustments
Replace & repair any damaged and defected goods
Refund you the amount paid by you for the products in question
For incorrect or damaged items please get in touch in 7 days from your delivery date so we can make corrections
9 Imports
If you order Products from our site for delivery outside the UK, they may be subject to import duties and taxes which are imposed when the delivery reaches the destination. You will be responsible for payment of any import duties and taxes. Please note that We have no control over these charges and cannot predict their amount. Please get in touch with your local customs office for further information before placing your order.
Please also note that you must obey all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.
10 Events Outside Our Control
We can not be held responsible for failure to perform, or delays in performance of completing any orders caused by events outside of our reasonable control (Force Majeure Events). Force majeure events are usually defined as certain acts, events or circumstances beyond the control of the parties. For example (not limited to): strikes, civil commotion, natural disasters, fires, postal delays and governmental restrictions)
Our performance is deemed to be suspended for the period that the Force Majeure Event continues, and We will have an extension of time for performance for the duration of that period.
If your address is in what DHL call a "remote area" please allow an additional 7 days for transportation.
11 Entire Agreement
These terms and conditions represent the agreement between Us and the Customer, it supersedes any prior agreement, understanding or arrangement between us, whether oral or in writing. The terms and conditions on the website are final.
12 Our Right To Vary These Terms And Conditions
We have the right to amend the terms and conditions occasionally to reflect changes in conditions affecting our business, changes in relevant laws and regulations, changes in our system's or for any other reason in our sole discretion which We may decide.
You will be subject to the policies and terms and conditions in place at the time that you place your order unless we are lawfully required to make these changes. We will update you if there are any changes by the email provided at checkout before we ship your items. We have the right to believe you accept the changes unless you get in touch with us within seven working days.
13 After-Sales
Any questions, comments or requests relating to the terms and conditions or our Products should be sent to info@touchedbytana.com
If you have any complaints these should be addressed to info@touchedbytana.com