Terms of service
These Terms & Conditions apply to the use of this website and to purchases made from The Vale London.
Please read these terms carefully before placing an order. By placing an order with The Vale London, whether through our website, directly with us, through a showroom, or through a partner showroom, you agree to these Terms & Conditions.
1. Company information
This website is operated by The Vale London.
Legal company name: The Vale London Ltd
Company number: 10984190
VAT number: GB283668166
Registered office: 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom
Contact email: contact@thevalelondon.com
The Vale London is a UK company and all orders are supplied by our UK business.
2. Definitions
In these Terms & Conditions:
“We”, “us”, “our” and “The Vale London” mean The Vale London.
“You”, “your”, “customer” and “buyer” mean the person, company, interior designer, showroom, retailer, or other party purchasing goods from us.
“Goods” means any products supplied by The Vale London, including but not limited to cushions, pillows, dog beds, throws, candles, sweatshirts, fabrics, wallcoverings, trims, samples, CFAs, bespoke items, made-to-order items, and special orders.
“Trade customer” means any customer purchasing in the course of business, including interior designers, decorators, architects, showrooms, retailers, contractors, purchasing agents, and other commercial clients.
“Consumer customer” means an individual purchasing for personal use and not in the course of business.
“Custom goods” means any goods made, altered, cut, reserved, ordered, produced, personalised, or supplied to a customer’s specific requirements.
3. Website use
The content on this website is provided for general information and purchasing purposes only. We make reasonable efforts to ensure that product information, prices, imagery, availability, and descriptions are accurate, but errors may occasionally occur.
We reserve the right to correct any errors, inaccuracies, omissions, pricing mistakes, or stock errors at any time, including after an order has been placed but before the order has been accepted.
You may not copy, reproduce, scrape, download, adapt, alter, distribute, or commercially exploit any content from this website without our prior written consent.
4. Product descriptions, samples, and natural variation
Our products include handmade, hand-finished, hand-dyed, embroidered, woven, printed, natural, and artisanal goods. Variations in colour, tone, texture, weave, slub, embroidery, beadwork, print placement, pattern, dye lot, batch, and finish may occur. These variations are part of the nature and character of the product and are not necessarily defects.
Product images, samples, swatches, CFAs, descriptions, drawings, photography, website imagery, brochures, and marketing materials are provided to give a general representation of the goods. They may not show exact colour, texture, scale, or finish. Colours may also vary depending on screen, device, lighting, printing, and production batch.
Samples and CFAs are representative only and do not guarantee an exact match to final production or future orders.
Where colour, texture, batch, or finish is critical, we strongly recommend requesting a CFA before placing an order, especially for handmade, hand-dyed, natural, embroidered, beaded, woven, or wallcovering products.
5. Online retail orders
Our website checkout is intended for online purchases of selected finished goods, including dog beds, cushions, pillows, throw blankets, candles, and sweatshirts.
Orders placed through the website are not accepted until we have confirmed the order, processed payment, or dispatched the goods, whichever happens first. We reserve the right to decline or cancel an order before acceptance, including where an item is unavailable, incorrectly priced, incorrectly described, or affected by a website or stock error.
Payment for online retail orders is due in full at checkout.
Pre-order items are charged at the time of order and dispatched on or around the stated launch date. You may cancel a pre-order at any time before dispatch for a full refund.
6. Trade, showroom, and partner showroom orders
Trade orders, showroom orders, partner showroom orders, cut-length goods, made-to-order goods, bespoke goods, custom goods, special orders, fabric, wallcovering, trims, samples, and CFAs are supplied on a pro-forma basis only unless otherwise agreed in writing by The Vale London.
No trade account, credit account, or payment terms are granted unless expressly agreed in writing by The Vale London. Payment must be received in cleared funds before goods are released, cut, ordered, produced, processed, or dispatched.
Partner showroom sales are governed by The Vale London’s Terms & Conditions, unless expressly agreed otherwise in writing by The Vale London.
The customer is responsible for checking all details on the pro-forma invoice before making payment, including product, colour, quantity, measurements, pricing, delivery address, end use, suitability, and any special requirements.
Once payment has been made and processing, cutting, production, ordering, reservation, or fulfilment has begun, the order cannot be cancelled or changed unless agreed by The Vale London in writing.
7. Pricing, currency, VAT, duties, and taxes
Prices may be shown in different currencies depending on your location, sales channel, or market. The currency shown at checkout, on the relevant quotation, or on the pro-forma invoice will apply to your order.
Prices may change without notice. Any quotation or pro-forma invoice is valid only for the period stated on it. If no period is stated, pricing may be updated at any time before payment is received and the order is accepted.
UK prices may be subject to VAT where applicable.
For customers outside the UK, duties, taxes, customs charges, brokerage fees, import fees, and local charges may apply unless expressly stated otherwise.
For US customers, our US pricing includes shipping, customs, and duties unless expressly stated otherwise. Any additional local taxes, charges, or fees not expressly included remain the customer’s responsibility.
The Vale London is not responsible for delays caused by customs, import clearance, local authorities, or third-party carriers.
8. Delivery
Delivery dates and lead times are estimates only unless expressly agreed in writing by The Vale London. Time for delivery is not of the essence.
We will make reasonable efforts to dispatch goods within the estimated timeframe, but we are not liable for delays caused by carriers, customs, suppliers, mills, production delays, artisan availability, strikes, weather, transport disruption, or circumstances outside our reasonable control.
The customer must ensure that the delivery address is accurate and that someone is available to accept delivery.
If delivery is refused, missed, delayed by the customer, or cannot be completed because the customer provided incorrect information, the customer may be responsible for any redelivery, storage, return, or administrative costs incurred.
For consumer orders, risk in the goods passes to the customer upon delivery.
For trade orders, risk in the goods passes to the customer upon delivery, attempted delivery, collection, or handover to the customer’s nominated carrier, whichever occurs first.
9. Inspection of goods
All goods must be inspected carefully upon receipt.
Customers have 30 days from receipt of goods to report damage, defects, incorrect goods, or other issues.
Claims must be made in writing to contact@thevalelondon.com and must include the order number, proof of purchase, a clear description of the issue, photographs of the goods, photographs of the packaging where relevant, and any batch or product information requested by The Vale London.
Goods must not be cut, treated, altered, sewn, upholstered, installed, hung, or otherwise processed until they have been fully inspected and approved by the customer or installer.
10. Fabric, trims, and cut-length goods
Fabric, trims, and cut-length goods are cut to order and are non-returnable and non-refundable unless defective, damaged, or incorrect.
All fabric and trims must be inspected before cutting, treating, sewing, upholstering, installation, or any other processing.
We cannot accept claims for goods that have been cut, treated, altered, sewn, upholstered, installed, or otherwise processed, unless the issue could not reasonably have been identified beforehand.
The customer is responsible for ordering the correct quantity and for checking suitability for the intended use, including but not limited to performance requirements, fire regulations, treatment requirements, upholstery suitability, light exposure, site conditions, and local codes.
11. Wallcoverings
Unopened, unused, uncut wallcovering rolls in their original packaging may be returned within 30 days of receipt, subject to prior approval by The Vale London.
Opened wallcovering rolls, cut wallcovering, installed wallcovering, treated wallcovering, or wallcovering that has otherwise been processed cannot be returned unless defective, damaged, or incorrect.
All wallcovering must be inspected before hanging.
If a fault only becomes apparent during installation, installation must stop immediately and the issue must be reported to The Vale London within the first three drops being installed. We cannot accept claims for wallcovering once more than three drops have been installed.
The customer is responsible for ensuring that the wallcovering is suitable for the intended site and use, including wall preparation, adhesive, installer competence, batch matching, lighting conditions, moisture, humidity, and local requirements.
12. Made-to-order, custom, bespoke, and special order goods
Made-to-order, custom, bespoke, personalised, special order, and goods produced or sourced to a customer’s requirements are final sale and cannot be cancelled, returned, exchanged, or refunded once processing, production, ordering, cutting, reservation, or fulfilment has begun.
This does not affect your rights if the goods are defective, damaged, or incorrect.
13. Returns and refunds
Returns are governed by our Refund & Returns Policy.
Online purchases of dog beds, cushions, pillows, throw blankets, candles, and sweatshirts may be returned within 30 days of receipt, provided they are unused, in their original packaging, and show no signs of use, damage, marks, stains, fragrance, pet hair, or wear.
Customers must request approval before returning any goods by contacting contact@thevalelondon.com.
Items returned without prior approval will not be accepted.
Customers are responsible for return shipping costs unless the goods are defective, damaged, or incorrect.
Approved returns of non-faulty goods may be subject to a £30 restocking fee or equivalent local currency amount.
Original shipping costs, duties, customs charges, taxes, and import fees are non-refundable unless the goods supplied were defective, damaged, or incorrect.
14. Non-returnable goods
The following goods are non-returnable and non-refundable unless defective, damaged, or incorrect:
- Cut-length fabrics
- Trims sold by the metre or yard
- Made-to-order goods
- Custom or bespoke goods
- Special orders
- Personalised products
- Clearance or sale items
- Samples, CFA cuttings, strike-offs, and memo samples
- Goods that have been cut, treated, altered, sewn, upholstered, installed, used, or processed in any way
15. Cancellations
Online orders for stocked finished goods may be cancelled before they have been processed or dispatched.
Trade orders, showroom orders, partner showroom orders, cut-length goods, made-to-order goods, bespoke goods, custom goods, special orders, fabric, trims, and wallcovering orders cannot be cancelled once processing, cutting, production, ordering, reservation, or fulfilment has begun.
16. Suitability, measurements, and installation
The customer is responsible for ensuring that goods are suitable for the intended use before placing an order.
This includes checking measurements, quantities, colour, scale, batch, end use, site conditions, fire regulations, treatment requirements, local codes, installation requirements, and compatibility with the intended application.
The Vale London is not responsible for installer error, incorrect measurements, unsuitable site conditions, failure to follow installation instructions, failure to inspect goods before installation, or use of goods for an unsuitable purpose.
Any recommendation, advice, or guidance given by The Vale London is provided in good faith but does not remove the customer’s responsibility to check suitability and compliance for the intended use.
17. Ownership and risk
Ownership of the goods remains with The Vale London until payment has been received in full in cleared funds.
Until ownership passes, the customer must not resell, alter, pledge, or otherwise dispose of the goods without our written consent.
Risk passes in accordance with the delivery provisions set out above.
18. Intellectual property
All intellectual property belonging to The Vale London remains the exclusive property of The Vale London.
This includes but is not limited to designs, drawings, patterns, artwork, repeats, colourways, names, logos, trademarks, product imagery, photography, samples, packaging, marketing materials, website content, copy, and all related creative materials.
You may not copy, reproduce, recolour, adapt, scan, trace, sample, imitate, modify, reverse engineer, train artificial intelligence models on, create derivative works from, manufacture from, or otherwise use The Vale London’s intellectual property without our prior written consent.
Trade partners may use only approved The Vale London assets and only for the purpose of promoting or selling The Vale London products in an appropriate and brand-approved manner. The Vale London may require any image, wording, listing, or marketing use to be removed or amended at any time.
19. Product imagery and marketing materials
The Vale London product images, lifestyle images, logos, photography, brochures, sampling materials, website images, product descriptions, and marketing materials may not be used without our prior written permission.
Approved trade partners may use approved brand assets solely in connection with the promotion and sale of The Vale London products. Assets may not be altered, recoloured, cropped in a misleading way, combined with unapproved branding, or used to suggest endorsement, exclusivity, collaboration, or partnership unless expressly agreed by The Vale London in writing.
20. Limitation of liability
Nothing in these Terms & Conditions limits or excludes liability where it would be unlawful to do so.
Subject to that, The Vale London will not be liable for indirect, consequential, special, or incidental losses, including but not limited to loss of profit, loss of business, loss of opportunity, project delay, installer costs, contractor costs, replacement labour, reputational loss, or loss of goodwill.
The Vale London’s total liability in connection with any order shall be limited to the price paid for the goods giving rise to the claim.
For defective, damaged, or incorrect goods, The Vale London may, at its discretion and where appropriate, offer repair, replacement, refund, credit, or another suitable remedy.
21. Privacy
Personal data is handled in accordance with our Privacy Policy. Please refer to our Privacy Policy for information about how we collect, use, store, and protect personal data.
22. Governing law
These Terms & Conditions, and any contract between you and The Vale London, are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction over any dispute arising in connection with these Terms & Conditions or any order placed with The Vale London.
23. Statutory rights
Nothing in these Terms & Conditions affects your statutory rights.