TERMS & CONDITIONS

TERMS AND CONDITIONS

ISABEL & CO. 
FURNITURE COLLECTIONS & BESPOKE ORDERS
Effective: January 2025

Company Name: Isabel Lankester Limited (referred to throughout as “the Company”)
Trading As: Isabel & Co
Website: www.isabeland.co
 Email: admin@isabeland.co

Please read the following Terms and Conditions carefully before placing an order. These Terms govern all transactions with the Company and form a legally binding agreement between the Customer and the Company.

1. DEFINITIONS

  • "Company" refers to Isabel Lankester Limited (trading as Isabel & Co).

  • "Customer" means any individual or entity purchasing Goods from the Company.

  • "Goods" means all furniture, furnishings, and other products sold by the Company.

  • "Bespoke Items" are items made to order based on the Customer’s specific requirements or design specifications.

  • "DAP/DDU" means "Delivered at Place/Delivered Duty Unpaid"; the Customer is responsible for all applicable import duties, taxes, and customs fees.

  • "Force Majeure" refers to circumstances beyond the Company’s control, including but not limited to war, strikes, pandemics, natural disasters, or governmental restrictions.

2. GENERAL TERMS

These Terms apply to all sales by the Company and override any conflicting terms proposed by the Customer. No amendment or variation is binding unless agreed in writing by the Company. These Terms do not affect statutory rights under UK consumer law.

3. ORDERS & PAYMENT

  • Quotations: All quotations are valid for 30 days unless otherwise stated. Prices are inclusive of VAT where applicable but exclude delivery, customs, and other charges unless expressly stated.

  • Order Confirmation: Orders are confirmed upon receipt of full payment. Production of Goods (including bespoke items) begins only after payment is received.

  • Customs Duties: All international orders are supplied on a DAP/DDU basis. The Customer is responsible for any applicable customs fees, import taxes, or duties. Delays due to customs are beyond the Company’s control and do not entitle the Customer to a refund.

  • Cancellation Rights:

  • Non-Bespoke Items: May be canceled at any time before dispatch for a full refund.

  • Bespoke Items: May be canceled within 48 hours of order confirmation with no penalty. Cancellations after 48 hours will incur a 50% cancellation fee.

  • Made-to-Order/Bespoke Finish Items: May be canceled within four (4) weeks of ordering with a 30% cancellation fee. No cancellations are accepted beyond this period.

  • Order Cancellation by the Company: The Company reserves the right to cancel an order due to pricing errors, non-payment, unavailability of materials, or shipping restrictions. In such cases, the Customer will receive a full refund, but the Company is not liable for any further costs.

4. LEAD TIMES

  • In-Stock Items: Usually dispatched within 7–10 working days.

  • Out-of-Stock Items: Delivery timelines will be communicated on request.

  • Bespoke Items: Timelines depend on design complexity, material availability, and production schedules. Estimated lead times are indicative only and subject to change.
  • Lead time estimation only begins when full technical drawings have been signed off and materials/samples have either been approved and/or fabrics for upholstery have been received.

5. VARIATIONS IN FINISH & DIMENSIONS

Due to the handmade nature of the Goods and the use of natural materials, slight variations in colour, finish, grain, tone, and texture are to be expected and are not deemed defects. Photographs and samples are indicative and for reference only.

Dimensional Variance Guidelines:

  • Up to 20mm variance in overall dimensions.

  • Up to 5mm variance for small detailing such as beading, framing, leg widths etc

  • Upholstered areas may vary by up to 35mm due to materials like foam, webbing, and fabric stretch.

6. DELIVERY

  • Estimated Dates: Delivery timelines are approximate and not guaranteed. Time is not of the essence unless expressly agreed in writing.

  • Delivery Address: The Customer is responsible for providing accurate delivery information. Risk transfers to the Customer upon delivery in accordance with instructions.

  • Special Requirements: The Customer must advise of any delivery constraints (e.g. stairs, narrow access) when placing the order. Additional charges may apply.

  • UK Deliveries: Delivery charges vary by location and order size. Additional services (e.g. upper floor handling) are available on request and may incur extra fees.

  • International Deliveries: Curbside delivery is standard unless otherwise agreed. White-glove services are available on request. Customs, duties, and VAT are the Customer’s responsibility.

  • Failed Deliveries: If delivery fails due to Customer absence or inaccurate information, redelivery fees apply.

  • Force Majeure: The Company is not liable for delays caused by events beyond its control.

7. RETURNS

  • Bespoke/Made-to-Order Items: Non-returnable unless faulty.

  • In-Stock Items: Returnable within 14 days of receipt in original, unused condition. Return shipping is at the Customer’s expense.

  • Consumer Contracts Compliance: Customers must notify the Company within 14 days of delivery to initiate a return. Returns must be completed within 14 days thereafter and Goods must be in resaleable condition.

8. CLAIMS

  • Damage or Shortages: Must be reported within 7 days of delivery. Beyond this, Goods are considered accepted.

  • Faulty Goods: Must be reported in writing with proof of purchase and photographic evidence. Claims will be assessed in line with UK consumer law.

  • Retail Purchases: Claims for items bought through resellers should be directed to the retailer, not the Company.

9. GOVERNING LAW & DISPUTES

These Terms are governed by the laws of England and Wales. All disputes are subject to the exclusive jurisdiction of the English courts. The Company encourages alternative dispute resolution where possible before legal escalation.

10. MODIFICATIONS TO TERMS

The Company reserves the right to update these Terms at any time without prior notice. The version in force at the time of purchase will apply to that order.

11. INTELLECTUAL PROPERTY

All designs, drawings, concepts, and materials created by the Company remain its intellectual property. They may not be reproduced or used without written permission. The Company may incorporate bespoke designs into its standard collection at its discretion.

12. LIMITATION OF LIABILITY

The Company is not liable for indirect, incidental, or consequential damages, including loss of profits or goodwill. The Company’s total liability is limited to the value of the Goods purchased. Nothing in these Terms limits liability for death or injury caused by negligence or for fraud.

13. PRODUCT USE AND CARE

The Customer is responsible for ensuring Goods are used and maintained appropriately for their environment. The Company provides care instructions on request. It is not liable for damage caused by misuse, incorrect care, or exposure to unsuitable conditions.

14. SITE ACCESS & INSTALLATION

It is the Customer’s responsibility to ensure that Goods will fit through all access points, including doors, stairs, and lifts. The Company is not liable for failed deliveries due to access issues. Any additional delivery or restocking fees incurred will be the Customer’s responsibility.

15. RETENTION OF TITLE

All Goods remain the property of the Company until full payment has been received. The Company reserves the right to recover unpaid Goods at the Customer’s expense.

16. MARKETING & PHOTOGRAPHY

Unless otherwise agreed, the Company reserves the right to photograph bespoke projects and use such images for promotional purposes. No identifying customer information will be disclosed without permission.

17. DATA PROTECTION

Customer information is processed in line with applicable data protection laws and the Company’s Privacy Policy. Data is used strictly for processing orders and communications and is not shared with third parties without consent, except where required by law.