Terms and Conditions
Once you have successfully placed an order with Zambezi Gallery, you will be sent an automated email confirming receipt and the details of your order. Your order represents an offer by you to purchase goods from us. Please note it is the customer’s responsibility to check the confirmation email and notify us immediately of any errors at firstname.lastname@example.org. A follow-up email will then be sent by one of our representatives to confirm that your order has been placed with the artisan or supplier, or if the goods are in stock, to confirm an expected delivery date. It is at this point that we accept your offer, are bound to fulfil it and a contract is formed. If you wish to cancel an order before the order has been processed please email us at email@example.com – quoting your order reference number. For cancellation of 'Made to Order' items please refer to the 'Made to Order' section of the 'Terms and Conditions' page.
Pricing and Payment
Prices on our website are fully inclusive of UK VAT and Shipping costs at the current rate when shopping in £GBP. UK Customs may charge you a customs fee on the arrival of goods to the UK. If you would like an estimate of what these are, then please get in touch before ordering. We must charge VAT for any order sent to an address within the United Kingdom. Orders sent elsewhere will not be charged VAT.
International customers shopping in a currency other than £GBP will see VAT-exclusive (tax-free) prices. Taxes and duties for international customers will be collected by the courier on import to your country.
Our standard payment option is to take payment through our website. However, we can also take payment over the phone for those with web accessibility requirements or provide a Pro-Forma invoice for trade customers. Please contact us if you would prefer one of these methods.
‘Made to order’ items are identified above the product description. These items are purchased by Zambezi Gallery directly from the manufacturer/Artisan/supplier specifically at the customer's request. These items are designated as ‘Bespoke and customised goods’ under the Consumer Rights Act 2015 and are exempt from cancellation rights. After 24 hours of the order being confirmed any cancellations are either not possible or subject to a fee. The fee varies with each Artisan and supplier but typically you should expect to pay 10% (of the purchase price) to amend an order, or 30% to cancel altogether. However, please note that this is at the supplier or artisans discretion (as they may have begun working towards your order).
Each ‘Made to order’ item is subject to a supplier's ‘lead-time’ guidance. A lead time is an estimation of how long it will take for the supplier to produce the item from when the order is received. The lead time does not include the time for the manufacturer to ship the item to the customer's address, customs clearance, or the subsequent time needed to process the item ready for onward dispatch. If the item will be stocked by Zambezi Gallery, as soon as we receive the goods in our warehouse we will contact you to arrange delivery. We aim to dispatch all goods to you within 2-4 business days of arrival into our warehouse after they have been checked.
Before ‘Made-to-order’ items are shipped, they are quality checked with the supplier and photographs and videos are recorded of the product before it is ready to be shipped. All products will be securely shipped and insured when sent to customers.
In the event of a ‘Made to order’ item/s arriving damaged, with a fault, or developing a fault, you are entitled to a replacement of faulty parts free of charge. The fault can be agreed upon through the use of photographs of the opening of the item within 24 hours if it is in line with supplier policy We will arrange a collection of the item/s at our own cost. When the fault cannot be agreed upon through this method we will require you to send us the item/s back using your method. If the items are found to be faulty, by agreement with the supplier/artisan, we will refund any reasonable costs* you have outlaid to return the items to us. For full terms and conditions regarding damages please refer to our Delivery and Returns page.
Please note: We will only arrange transportation for faulty items where all the original protective packaging is available. If you have disposed of it then you will need to source replacement packaging and will remain responsible for the item/s arriving back with us in the same condition as they arrived.
Made-to-order items are identified as above each product description. If you are unsure which items are classified as Made to order please do not hesitate to contact us. We will also usually make you aware that your items are being ordered for you with a personalised email after your order is placed.
In the vast majority of cases, the lead time is an accurate representation of how long you may be expected to wait for an item to be produced. However, sometimes there can be problems with over-demand or quality/production issues with suppliers or delays occurring within their own countries, which in turn lead to delays with the order. In these cases, we will keep you informed, but we cannot accept liability for any loss or inconvenience that may result from the delay. Equally as often items will arrive earlier than stated, when this happens we will contact you to ensure you are ready to receive the item.
Brexit / Customs / Exports
Please note that customers are responsible for any customs, import duties, and clearance fees (where applicable) in their own country. These charges are generated by local authorities and are not created or assigned by Zambezi Gallery. If you refuse to pay the customs & duties on your order or refuse delivery of the package, then the cost of returning the package to the supplier/ our warehouse will be deducted from your refund if a refund is applicable.
We are currently offering a reimbursement of 20% of the total amount of customs & duties paid (excluding VAT) as store credit if you send us a copy of your receipt or proof of payment. Please submit your request for this reimbursement to firstname.lastname@example.org.
To qualify for customs reimbursement, your request must be submitted within 30 days of receiving your order delivery.
International customers will also have these fees paid for by Zambezi Gallery but there will usually be some importation costs and duties payable for goods on entry to your country. Please ask us for an estimate before purchasing if you are unsure what your local government is likely to charge you. If this doesn’t answer your question please just call or email us. From a customer's perspective, the biggest change now that the UK is outside of the EU is that all goods must now be imported into the UK first. This process can take anywhere from 5 days to 3 weeks, which can make it very difficult for retailers to give you an accurate prediction of how long in total it will take to deliver your order.
Promotions and Discounts
Zambezi Gallery reserves the right to issue, remove or amend promotions without notice. Often a promotional code is issued in return for a customer action, I.E subscribing to our newsletter or writing us a review. The customer always has the right to request their details or content is removed from our databank or reviews page, regardless of whether a promotional code has been issued or used. Please contact us in writing (email is fine) if you wish for your data to be permanently deleted and we will do so immediately.
Promotional codes may not be combined with other offers or product discounts except where we communicate an exception to this rule. Generally, they may only be used against full-price product purchases.
Matching Colour Finishes
For all items made from natural products, such as leather, glass, paper, metal, marble, or wood, it is not possible to guarantee items will have the same colour, shade, pattern, or finish as items seen on the website, due to the inherent nature of such materials. More information on shade differences can be found, where appropriate, on the individual product pages. Most of our products are handmade in small batches, as such there will usually be a slight difference between each item. We do not consider such differences to be faults unless the manufacturer agrees that the item falls outside of their production typical tolerances.
All measurements are approximate and the reproduction of colours on the website cannot be perfect but are as accurate as photographic and publishing processes allow. The majority (if not all) of our items are handmade, any imperfection is to be considered as a distinguishing feature of the craftsman’s work, which makes each piece unique.
Cancellations and Amendments of Orders
It is the customer’s responsibility to check the order form and confirm that all products, quantities, and address details are correct. You may cancel your contract with us for the goods you order, providing your goods have not already been dispatched or an order for your items has not already been placed with the supplier. Smaller items are usually dispatched within 1-2 working days. To cancel your order you must notify us by email as soon as possible to email@example.com quoting your name and order reference. In terms of Made-to-order furniture and art are products that are handmade by artisans and suppliers specifically at the customer’s request. These items may only be exchanged in the unlikely event of items being found to be faulty. Each product listing clearly states which items are in-stock items and which items are ‘Made to order’. We will agree to exchange smaller items for a different colour/material should it be also in stock, although please note that this service is purely at our discretion.
Delivery and Returns
For all delivery and returns queries please see the terms and conditions on our dedicated Delivery & Returns page.
Long-term Storage and Abandonment
When your goods/furniture arrives at our warehouse, or with our couriers' warehouse, you should be ready to receive the items. If you cannot take delivery for whatever reason we are not liable to safeguard the item. When a customer order is ready to be dispatched you will be informed using the contact details you provided. In cases of no response from the customer, or unclaimed items returned to us, we will try to keep your item/s for 12 weeks if possible to do so. After this, they may be moved to a long-term storage area. Items left in long-term storage for longer than a year will be deemed abandoned. Abandoned goods will usually be disposed of or sold but may be released if a storage fee is paid and they are still available.
In short, we only keep the information supplied to us when you place your order. We are happy to remove all your data at any point, simply send us an email or written letter to ask us to do so. Verbal requests will not be actioned.
Our current full text is as follows:
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally, when you make a purchase or attempt purchases through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information”.
If you choose to subscribe to our newsletter, your name and email address will be stored remotely by our mailing list operator Mailchimp. If you wish to unsubscribe at any point you can click the link on the footer of any/all emails we have sent to you.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, search warrants, or other lawful requests for information we receive, or to otherwise protect our rights.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
If you are a European resident, you have the right to access the personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at firstname.lastname@example.org If you require further information if you would prefer, call us at 07718855754.
Zambezi Gallery is the trading name of Riverfront DR LIMITED. Company Number:14833624. Our current registered address is 128, City Road, London, EC1V 2NX, UNITED KINGDOM.