Policies at Leaflace
Things You Need to Know
At Leaflacedecor.co.uk we want to give our customers the best shopping experience. That’s why we believe our store policies should be fair, clear and transparent. Read about them below, and contact us with questions at hello@leaflacedecor.co.uk.
Our Returns and Refund Policy
Leaflace aim to delight our customers by delivering leaves, in great condition. While the leaves are packed carefully to ensure they arrive as beautiful as when they left the studio, on a small number of occasions (and for reasons beyond our control) they may get damaged in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged leaves in question within 72 hours of receipt of the leaves in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.
Please note that the leaves are 100% natural and the colour may change as time goes on. This is part of the beauty of the product and therefore is not eligible for a refund.
Changes to your order
If you wish to change your order, please do so by emailing hello@leaflacedecor.co.uk We'll always do our best to make last-minute changes for you.
Non Delivery
While we do everything we can to make sure our leaves are delivered, sometimes mistakes do happen and deliveries don't turn up. If we fail to deliver your order we will send you a free replacement on our next available delivery date, or a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount on your card.
Returns
Please understand that due to the perishable nature of leaves, we are unable to accept returns. We offer customers refunds or replacement leaves if the leaves are not delivered to an acceptable quality, as detailed above.
Our Privacy Policy
This privacy policy sets out how Leaflace Decor uses and protects any information that you give us when you use this website. Leaflace Decor is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Leaflace Decor may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.
This privacy policy was last updated on 2 September 2021.
1. WHAT WE COLLECT
We may collect the following information: a) Name, b) Contact information including email address, billing address and, in some instances, telephone number, c) Demographic information such as postcode, preferences and interests, d) Other information relevant to customer surveys and/or offers or competitions f) recipient names, addresses and related occasions where you have either sent leaves to such recipient g) IP address h) information connected with reviews you leave on our website or app i) your marketing communication preferences j) details of the device with which you transacted with us h) your purchase history with us i) your browsing history on our website or app.
We use different methods to collect data from and about you including through you using our website or app, filling in forms or by corresponding with us by post, phone email or otherwise. We may also collect data from you by using cookies. For the exhaustive list of cookies we collect see the 'Cookies Policy' section.
2. WHAT WE DO WITH THE INFORMATION WE GATHER
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
Where the information is necessary for the adequate performance of the contract between you and us for us to provide our services
For customer service and resolution purposes
Internal record keeping.
We may use the information to improve our products and services.
We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided and we may personalise such content based on what we believe may be of interest to you.
From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone or mail.
We may use the information to customise the website or app according to your interests.
We may use the information to send you relevant, personalised communications by post in relation to updates, offers, services and products. We’ll do this on the basis of our legitimate business interest. You are free to opt out of hearing from us by post at any time by writing to or emailing us at hello@leaflacedecor.co.uk.
From time to time, we may use remarketing and behavioural targeting services. In order to do these, we collect cookies and usage data as described below in the “Cookies” section. These cookies connect activity on this website or app with select advertising networks.
We may use the information for the purposes of fraud detection and prevention and enhancing safety on our website and app.
We have a legitimate interest in obtaining and using the information as set out above in being able to provide and improve the service and marketing that you receive from Leaflace decor. You can opt-out of receiving marketing communications from us by following the unsubscribe instructions included in our marketing communications.
3. WHO WE SHARE YOUR INFORMATION WITH
In order to provide our services, we may need to provide your information to our trusted third party partners, for example:
Our supply and fulfilment partners in order to ensure we can process and complete your order;
Our marketing partners in order to offer you services and products that may be of interest to you;
Our technology partners to ensure we can provide a safe and secure site and improve the performance and relevance of our site to you;
Our customer service platform providers so you can interact with our customer service team;
Our professional services partners in order to comply with our legal obligations;
It is possible we could sell our business to a third party or re-organise our business or become insolvent. In that scenario, our database of customers is one of the biggest parts of that business and so we would need to share it with the third-party buyer and their advisers. This is in the legitimate interests of selling our business. We may also expand our group of companies and in this scenario we may share your data within our group in order to improve our products and services and because of some of our internal support services may be shared across the group. This is in our legitimate interests of cost efficiency and growing our business. Where this occurs, we will post a link to all group companies and their locations in this Privacy Policy and they will use it in the ways set out in this Policy;
We will cooperate with all third parties to enforce their intellectual property or other rights. We will also cooperate with law enforcement requests from within or outside your country of residence;
Where you have consented to such, our competition and brand partners.
Our Cookies Policy
HOW WE USE COOKIES
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website and app in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website and app, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can manage your cookie preferences from the footer but this may prevent you from taking full advantage of the website and app.
Specific cookies that may be used on our site include:
Adition, Adform, Adroll, Adscale, Amazon Mobile Ads, Amplitude, Bidswitch, Bing ads, Branch, Braze, Bugsnag, Chattermill, Cloudflare, Creative Serving, Criteo, Drawbridge, DC StormIQ, Facebook ads, Facebook Connect, Google Adwords, Google Analytics, Google Tag Manager, Head, Heap, iterate, Mention Me, New Relic, Periscope, Pinterest, Pusher, Rakuten, reviews.co.uk, Smartly, Snapchat, Steelhouse, Stripe, Stroeer, Tradedesk, Twitter, Typeform, Vimeo, Workable, Youtube, Zopim
The websites/companies listed above (with the caveats below) use cookies to track our paid advertising activity and/or measure the performance of our website. We use the information collected by these cookies to help us determine where our ads will be most effective online and to improve ad targeting. The information collected through these cookies is anonymous and does not identify specific individuals or their details.
Google Analytics
Google Analytics uses cookies to collect data that helps us understand how people are using the Leaflace Decor site and where they came from. We use this information to identify how and where we can improve the customer experience. The information collected through these cookies is anonymous and does not identify specific individuals or their details.
Social Sharing
Please note that if you wish to share a product on a third-party website (such as Facebook, Twitteretc) you may be sent cookies from these websites. We don't control the setting of these cookies, so we suggest you check the third-party websites for more information about their cookies and how to manage them.
Our Terms and Conditions
1. ORDERS
Order Acceptance Policy
To place an order we require your name, email address, payment details and the details of the order. Full details of how and where your data is stored can be found in our privacy policy available on our website. Once an order has been successfully placed and accepted we'll send you an order confirmation email to the email address entered during the checkout process. If you do not receive this email, please contact us at hello@leaflacedecor.co.uk and we can check that the order has gone through and ensure you receive the email.
All orders received are subject to acceptance by Leaflace Decor, and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.
Changes to your order
If you wish to change your order, please do so by emailing hello@leaflacedecor.co.uk We'll always do our best to make last-minute changes for you.
OFFERS AND PROMOTION CODES
At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.
In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.
We also reserve the right, at our absolute discretion, to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.
Unless explicitly otherwise stated, free or discounted introductory offers are only available to new users of Leaflace Decor, and are only available once to any one household.
Discounts and credits cannot be used in conjunction with any other offers.
We only allow one promotion code to be used per order.
Except where otherwise stated, discounts and credits are available only once to any one person.
We reserve the right, at our absolute discretion, to expire or revoke credit, or to temporarily remove the ability to redeem credit on our site.
Discounts and voucher codes cannot be redeemed against courier delivery charges, percentage discount vouchers are applied only to the leaves cost unless otherwise stated.
Discounts and credit can only be redeemed online at leaflace.decor.co.uk
CIRCUMSTANCES BEYOND OUR CONTROL
Adverse weather conditions
During adverse weather conditions (including but not limited to heavy snow, ice, flooding or high winds), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.
Force Majeure
Leaflace Decor shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond reasonable control.
OUR LIABILITY
We exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Leaflace Decor service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the products supplied.
CUSTOMER AND RECIPIENT PERSONAL INFORMATION
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.
Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.
During the checkout process, we ask for the following personal information:
Customer's email address We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer's email for marketing communications from time to time. Please ensure that email addresses are accurate.
Customer's full name and address. We will use the customer's address for marketing communications from time to time.
Customer's telephone number. We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.
Recipient's full name and address. We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.
Our website is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by us adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
INTELLECTUAL PROPERTY
All trade marks, logos, content (including our website’s structure and layout), graphics, images, photographs, animation, videos, text and software used on this site are our intellectual property or that of our suppliers, partners or other users. For the purposes of your personal use only, you may view such material on your screen and print a single copy. You may not otherwise use, sublicense, retrieve, display, modify, copy, print, sell, distribute, download, hire, reverse engineer (unless permitted by applicable law) or create extracts of, or derivative works from, such material without our specific prior written consent.
you must not collect, scrape, harvest, frame or deep-link to any information on our website without our specific prior written consent.
You license (i.e. permit) us to use your user generated content both on our own website and also, for marketing purposes, on other channels including different websites, social media and emails. User generated content includes but is not limited to your comments, photos, ratings and reviews.
GENERAL
We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Leaflace Decor site and/or the Leaflace Decor service from time to time. We will post any changes on the Leaflace Decor site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access our service or our site. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new Terms and Conditions.
We do not guarantee that our website, mobile applications or services will be uninterrupted or error-free and we will not be responsible for any losses arising from such errors or interruptions. Additionally, we reserve the right to suspend, restrict or terminate access to our website, mobile applications and/or the our services for any reason at any time for repair, maintenance, improvement or other technical reason, and to make changes to them.
These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in our site, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.
In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.
Thank you for your order, and we hope your Leaflace experience will be a pleasurable one.
LINKS TO OTHER WEBSITES
Our website and app may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
7. CONTROLLING YOUR PERSONAL INFORMATION
You may exercise any of the rights described in this section by sending an email to hello@leaflacedecor.co.uk Please note that we will ask you to verify your identity before taking further action on your request. We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
Rectification of Inaccurate or Incomplete Information. You have the right to ask us to correct inaccurate or incomplete personal information concerning you.
Data Access and Portability. You have the right to request copies of your personal information held by us. You may also be entitled to request copies of personal information that you have provided to us in a structured, commonly used, and machine-readable format and/or request us to transmit this information to another service provider (where technically feasible).
Data Retention and Erasure. We generally retain your personal information for a period of six years after your last active use of our website or app (in line with our legal obligation to keep order information for this duration for tax, legal reporting and auditing obligations). If you no longer want us to keep your information, you can request that we erase your personal information. Please note that if you request the erasure of your personal information:
a. We may retain some of your personal information as necessary for our legitimate business interests, such as fraud detection and prevention and enhancing safety. For example, if we suspend user information for fraud or safety reasons, we may retain certain information from that Account to prevent that user from engaging with Leaflace Decor in the future.
b. We may retain and use your personal information to the extent necessary to comply with our legal obligations. For example, we may keep some of your information for tax, legal reporting and auditing obligations.
c. Additionally, some copies of your information (e.g. log records) may remain in our database, but are disassociated from personal identifiers.
Withdrawing Consent and Restriction of Processing. Generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you. Where you have provided your consent to the processing of your personal information by Leaflace Decor you may withdraw your consent at any time by by sending a communication to hello@leaflacedecor.co.uk specifying which consent you are withdrawing. Please note that the withdrawal of your consent does not affect the lawfulness of any processing activities based on such consent before its withdrawal. Additionally, you have the right to limit the ways in which we use your personal information, in particular where (i) you contest the accuracy of your personal information; (ii) the processing is unlawful and you oppose the erasure of your personal information; (iii) we no longer need your personal information for the purposes of the processing, but you require the information for the establishment, exercise or defence of legal claims; or (iv) you have objected to the processing pursuant to paragraph 7.7 and pending the verification whether the legitimate grounds of Leaflace Decor override your own.
Objection to Processing and Profiling. You are entitled to require Leaflace Décor not to process your personal information for certain specific purposes (including profiling) where such processing is based on legitimate interest. If you object to such processing Leaflace Decor will no longer process your personal information for these purposes unless we can demonstrate compelling legitimate grounds for such processing or such processing is required for the establishment, exercise or defence of legal claims.
If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at hello@leaflacedecor.co.uk
We will not sell, distribute or lease your personal information to third parties unless we have your permission, are required by law to do so or it is required for the provision of our services as detailed above. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
TRADING ADDRESS AND CONTACT EMAIL
Leaflace Decor, 118 Leander Road, SW22LJ, London, UK