Customer Service

Terms and Conditions

Welcome to our website. If you continue to browse and use this website to make a purchase you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Boutique To You's relationship with you in relation to this website.

The term 'Boutique To You', ‘Boutique To You Ltd’ or 'us' or 'we' refers to the owner of the website whose registered office is Boutique To you Ltd 429 Linthorpe Road, Middlesbrough TS5 6HH, UK. For all post relating to this website our address Boutique To You Ltd, Southlands Business Centre, Ormesby Road, Middlesbrough, TS3 0HB . Our company registration number is 06290575. The term 'you' refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.
• Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
• From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• You may not create a link to this website from another website or document without Boutique To You's prior written consent.
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Scotland and Wales.

How To Use Our Site

We select the best range of unusual gifts that the gift world has to offer which you can access 24/7/365.

Using our site is simple. Use the navigation bars around the perimeter of the site (top and right hand side) and on links and banners on the homepage. If you are looking for a particular product you can use the search box at the top left hand side of the homepage. You can get back to the homepage at any time by clicking on the Boutique To You (BTY) logo at the top of the screen or the button marked as ‘HOME’.

You can add items to your shopping bag on each product screen. Where a product requires personalisation you will be prompted for this. The number of items in your shopping bag can always be seen by the shopping bag image that will appear at the top right hand side of the screen once you have added your first item to it. To see the contents of your shopping bag at any time simply click the ‘view shopping bag’ link within the shopping bag image. You can also update/remove items once you are on this page.

Using Our Search Box

Our website’s own search engine works by checking the text you input against product codes and product titles. The more precise you can be the better the search results. Product codes can be found at the bottom of each product page.

Payment

We accept payment using all major debit/credit cards. Our payment provider is the industry leader in this field - Sage Pay (formerly Protx). Once you are happy with your selection and you select Checkout you will be transferred to Sage Pay’s secure payment gateway. We do not gather private data about your card information on our website. We leave this to the experts to keep you safe and secure.

Acceptance Of Order

We reserve the right to refuse any order even though you have already received a confirmation e-mail that your order has been placed. Our system has a full security policy in place and once any checks are completed against an order and we decide not to proceed then you will receive a full refund within 24 hours.

We also reserve the right to refuse an order for the following reasons:

1. Goods ordered have become unavailable.
2. If there has been a pricing or description error.
3. If the order has been requested to be delivered outside of the UK.
4. Where a personalised product has been ordered and we deem your personalisation request to be obscene, threatening, pornographic, abusive or likely to incite racial hatred or cause concern to the recipient.
5. Where a gift message has been requested and we deem your message to be obscene, threatening, pornographic, abusive or likely to incite racial hatred or cause concern to the recipient.
6. If you order an alcoholic gift by placing this order you confirm that you and the gift recipient are 18 years of age or over. If we are in doubt about your age we will refuse and refund the order.

Telephone Orders

We are more than happy to take orders over the telephone. However, our protocol stipulates that you will need to supply us with a working e-mail address. Any telephone orders that are for personalised gifts will need to be confirmed back to us via e-mail that all personalisation is correct before order can be fully processed.

Please contact our dedicated customer services telephone line Mon–Fri 9.30am-5pm on 0844 3577 645. For product enquiries please have the product names and/or product codes details to hand. For orders already placed please have your order number to hand. If your call is outside our normal business hours or the line is busy/closed then please leave a message with your daytime contact telephone number and we will get back to you promptly. Alternatively, you can e-mail us at customerservices@boutiquetoyou.co.uk with the same information and a preferred time for us to call you. E-mails are checked throughout the working day.

Personalised Orders

When you add a personalised item to your shopping bag you will be prompted to add your personalisation information in the personalisation box on the product page. Please do check spelling, grammar and layout. It will be made exactly as you entered or with our experience in this field to make the product look it’s best. Any mistakes cannot be rectified once order has gone through to processing.

Please always supply a day time telephone number and an e-mail address that you check regularly in case we need to speak to you about your personalisation.

Product Question

Do you have a question about an individual product or anything relating to our products prior to a purchase? To the right of the screen on each page you will see an ‘Ask A Question’ image. Once clicked, a pop up box will appear with all the relevant information we need from you and a space to ask your question. This is the fastest and easiest way to ask us a question about a particular product.

Order Processing

You will receive two e-mails from the site once you have placed and paid for your order. One is a direct notification from our website which will have your website order number on it e.g. 0006722. The other is the notification for your card transaction. This will be from Sage Pay and will have a much longer transaction number against it. The best one to use if you need to get in touch regarding your order is the one that comes directly from our website (e.g. 0006722) as this number is logged in our database against your order details. If you don’t receive these e-mails please check your junk file or spam filter if they haven’t arrived in your Inbox.

Free UK Delivery

All products on our website are shipped to delivery destinations within the UK free of charge. We do not ship to PO BOX addresses. In stock items are processed quickly. We aim to despatch in stock non personalised items within 1-2 working days. Any items that don’t despatch in this timeframe will clearly state on their product page. Please allow additional time over bank holidays and at peak seasonal periods such as Christmas. The one thing we can’t guarantee though as standard is how quickly it gets to you. In order to make it cost effective to be able to keep offering free UK delivery against our whole product range some items are despatched via Royal Mail 2nd Class post. If you need an item in a hurry please read the information on the product page to find out it’s shipping method if an upgrade/ express is available on it.

Priority Upgrades & Next Working Day Delivery Options Available

Some of our personalised gifts can be prioritised and despatched from anything between 24 hours to 72 hours. You will be prompted about this on individual product pages. Where you require more than one of the same item you will need to select the upgrade option only once.

We also offer next working day delivery Monday – Friday on a wide range of in stock and non personalised items. You will be offered the option of selecting this upgrade once you are through to checkout. However, the items it is available on in will be marked with our very own ‘Boutique To You Express Delivery’ van icon.

In both cases please make sure you use a delivery address where someone will be at home. If you choose a workplace address please check with your employer that you can receive parcels at work as some companies do not allow this and we cannot be held responsible for returned/ undelivered items.

Delivery Schedule

Please note we will not be held liable to you if your order is late for any of the following reasons:

• Adverse weather conditions
• Industrial disputes and/or strike
• Theft/fire or damage

The list is not exclusive and is for circumstances that have been deemed out of our control once your order has left us or any one of our suppliers.

Despite our best efforts to despatch quickly even First and Second Class post may take several days to arrive. This is beyond our control. We cannot guarantee delivery times and dates unless you pay to upgrade to a next day/signed for service. Basically, if you need something in a hurry for a special occasion such as a birthday, christening or wedding and you have left it pretty last minute then we would advise you cover your options. If in doubt please contact Customer Services before you place your order. Our normal working hours are Mon- Fri 9.30am – 5pm. We only process and despatch orders during this time frame. All delivery times quoted are only approximate and do not include weekends and bank holidays. We cannot guarantee delivery dates or times. Some couriers that we use deliver up until 5pm, some are later. Delivery schedules are beyond our control and we are not liable nor can we reimburse any out of pocket costs for re schedule of delivery. We cannot be held liable for failed deliveries due to no answer at a delivery destination or a refused delivery. Refused deliveries often occur at workplace addresses. Always check that your workplace will accept an unsolicited delivery before you place your order.

• Royal Mail Updates

International Customers Including Republic Of Ireland Customers

We currently only ship to UK addresses.

Delayed/Lost Parcels

We maintain a record of posting for all orders. An e-mail will be sent to the e-mail address you provided with your order once your order is despatched. You must notify us in writing via e-mail to customerservices@boutiquetoyou.co.uk stating your name and order number within 28 days of non arrival of your order from the date we e-mailed it was despatched. Claims cannot be made after this time and we have no liability to you. Please be aware that Boutique To You Ltd cannot be held responsible for Royal Mail's (or any other courier used) failure to deliver on time /or at all once your order has been despatched ( please see Delivery Schedule). Where you need something on a short timescale and an Express Delivery upgrade is offered but you do not take then we cannot be held responsible if your order doesn’t arrive in said short timescale.

Please do everything you can to check a delivery for your parcel has been attempted before you get in touch to ask where your parcel is. Check with neighbours, the perimeter of your delivery address where it might have been stored and also telephone your local sorting office. Delivery services including Royal Mail unfortunately, don’t always leave a calling /while you were out card these days!

Your account/order will update automatically to show as ‘Completed’ once the relevant time has passed where it should have reached you. This notification is not a guarantee that that the parcel has reached you. Please contact us on customerservices@boutiquetoyou.co.uk quoting your Name and Order Number if you receive this e-mail notification and your parcel has not arrived and you have followed instructions as in paragraph above to ascertain if a delivery has been attempted. We cannot accept liability for this if you contact us outside of the said 28 days in transit.

If a parcel is returned to us because of incomplete/ wrong address details or you failed to re-arrange/ pick up from mail depot/ courier once a delivery has been attempted and the item is returned to us you will be liable for any re-send costs. In the event that you no longer require the item then your refund will be made minus the original shipping charges payable by us under our free delivery policy. If the item was personalised and /or made to order or does not fit our standard refund policy then the item(s) will be held with us until you have made payment for us to re-send your item(s). Items will be destroyed after 3 months has passed.

Naturally, we will be more than happy to send you a replacement item if a parcel can be declared as lost (if we have any left!) or issue a refund for a non arrival. In order for us to do this we have to substantiate a claim with the service provider e.g. Royal Mail. We need to allow 15 working days before we can write the original order off. Again if your order is particularly urgent we recommend finding out if your chosen items are available on an express upgrade. Please be aware that we do not refund orders that are personalised or made to order. We replace them.

Returns & Refunds

We always hope that you will be very happy with your purchase. Under Distance Selling Regulations ( DSR) if your order is cancelled and goods are returned with the statutory 7 day cooling off period you are entitled to a full refund. We also have a standard 14 day money back guarantee. You can return to us any unused item excluding Perishable Items (Food & Drink Gifts), Cosmetics, Underwear, Pierced Earrings or any items that are Special/Bespoke/Made to Order/Personalised within 14 days of delivery. We cannot refund items that are damaged back in transit to us or any item that has been opened from packaging or an item that has been used. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.You must arrange for the safe return of any unwanted item. The return and cost of unwanted items is solely your responsibility . After the DSR cooling off period and within our 14 day return period we regret that postage and packing costs for unwanted items cannot be refunded. Even though we despatch items with free UK delivery when placing your order, a postage and packing charge of £1.95 per item will be levied on unwanted items returned to us and deducted from any refund given. If you upgrade to an express version of postage this too cannot be refunded back for unwanted items. Please be aware we do not offer refunds on sale/ reduced items.

Where an item is sent by us in error or a fault occurs within a guarantee period then we will replace or refund the item in full and re-imburse you with the cost of returning it to us.

Your Statutory Rights are intact at all times when you shop with Boutique To You Ltd.

Returns Procedure

Please notify us via e-mail in writing within 14 days of delivery. You will need to be issued with a RAN (Returns Authorisation Number). Please do not return items until you have done this. We cannot issue a refund if you do not follow the correct returns procedure as some items may need to be returned directly to the manufacturer and you may incur a further postage charge if you send back to us in error without a RAN. Upon safe arrival and providing the returned item is covered by our returns policy above then your refund will be processed as quickly as possible usually within 7 working days but always within 30 days. Any refund can only be made back onto the original card that was used to make the original transaction.

We extend our standard return procedure for any items purchased during the months of November and up to 24th December to January 8th.

VAT Information

We are registered in the UK For VAT. Our VAT number is 915678982.Vat (currently at 20%) is included in the price you see and is not added at Checkout.

We can upon request also deduct the VAT from customers residing in the Channel Islands. Your billing address must be registered in the Channel Islands to qualify and you must get in touch with your BTY order no. as soon as you have placed your order to request the VAT be refunded. If you qualify for this then a refund of the VAT total will be made back to your original transaction within 7 working days.

Security & Privacy Policy

We are a secure online store powered and secured by Protx one of the industry leaders in the field of online payment provision and security .We accept most major credit /debit cards. We are committed to your security at all times therefore we use 128-bit SSL (Secure Socket Layer) encrypted technology, secure e-mail and firewalls to protect all data passed across our networks. You can check that your browser is in secure mode by looking for the gold padlock icon displayed at the lower right hand corner of your browser whilst you are inputting your payment information. Your security is our utmost priority.

Our privacy policy has been effective since 1st September 2005.The following statement explains our policy regarding the personal information we collect about you. In short: Boutique To You does not sell, loan or give away any information you supply to us.

From time to time, you will be asked to submit personal information about yourself (e.g. name, address and e-mail address) in order to receive or use services on our web site. By entering your details in the fields requested, you enable Boutique To You to provide you with the services that you select. Whenever you provide such personal information, we will treat that information in accordance with this policy. Our services are designed to give you the information that you want to receive. Boutique To You will act in accordance with current legislation and aim to meet current Internet best practice.

During the course of any visit to www.boutiquetoyou.co.uk the pages you see, along with something called a cookie, are downloaded to your computer (see below for more on this). Most, if not all, web sites do this, because cookies allow the web site publisher to do useful things like find out whether the computer (and probably its user) has visited the site before. This is done on a repeat visit by checking to see, and finding, the cookie left there on the last visit. Any information that is supplied by cookies can help us to provide you with a better service.

What is a cookie? When you enter a site your computer will automatically be issued with a cookie. Cookies are text files that identify your computer to our server. Cookies in themselves do not identify the individual user, just the computer used. Many sites do this whenever a user visits their site in order to track traffic flows.

Cookies themselves only record those areas of the site that have been visited by the computer in question, and for how long. Users have the opportunity to set their computers to accept all cookies, to notify them when a cookie is issued, or not to receive cookies at any time. The last of these, of course, means that certain personalised services cannot then be provided to that user.

NB: Even if you haven't set your computer to reject cookies you can still browse our site anonymously until such time as you register for services provided by Boutique To You.

When you supply any personal information to Boutique To You we have legal obligations towards you in the way we deal with that data. We must collect the information fairly, that is, we must explain how we will use it and tell you if we want to pass the information on to anyone else. In general, any information you provide to Boutique To You will only be used by Boutique To You. It will never be supplied to anyone outside of Boutique To You without first obtaining your consent, unless we are obliged or permitted by law to disclose it. We will hold your personal information on our systems for as long as you use the service that you have requested. We will ensure that all personal information supplied is held securely, in accordance with the Data Protection Act 1998.

You have the right to request a copy of the personal information that Boutique To You holds about you and to have any inaccuracies corrected. (We charge £10 for information requests.) Please address requests to Boutique To You Ltd, Southlands Business Centre, Ormesby Road, Middlesbrough, TS3 0HB.

Who We Are

Boutiquetoyou.co.uk is a trading name of Boutique To You Ltd registered in England & Wales under the Companies Act 1985. Company Registration Number: 06290575 - Registered Address: 429 Linthorpe Road, Middlesbrough TS5 6HH, UK - Vat Registration No: 915678982.All post relating to the business must be sent to Boutique To You Ltd, Southlands Business Centre, Ormesby Road, Middlesbrough, TS3 0HB.

These terms were last changed on 27th October, 2011. These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.