Website Terms and Conditions

TERMS OF SUPPLY

  1. THESE TERMS
    • What these terms cover. These are the terms and conditions on which we supply goods to you online. They do not relate to our hotel services, for which please see our separate website at https://www.roccofortehotels.com/.
    • Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
  2. INFORMATION ABOUT US AND HOW TO CONTACT US
    • Who we are. Who we are. We are Rocco Forte & Family (Hotel Management) Limited, a company registered in England and Wales. Our company registration number is 04045930 and our registered office is at 70 Jermyn Street, London, SW1Y 6NY. Our registered VAT number is If you buy goods from us online under these terms, payment will be processed by our partner SK Chase Limited (SK Chase) on our behalf. SK Chase is a company registered in Scotland. Its company registration number is SC253912 and its registered office is at 31 Palmerston Place, Edinburgh, EH12 5AP.
    • How to contact us. You can contact us by telephoning our customer service team at 0344 371 0071 or by writing to us at gift@roccofortehotels.com.
    • How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
    • "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
  3. OUR CONTRACT WITH YOU
    • How we will accept your order. Our acceptance of your order will take place by way of an email (issued by SK Chase on our behalf) sent to you to accept it, at which point a contract will come into existence between you and us.
    • If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
    • Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
  4. OUR PRODUCTS
    • Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible, because our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website have a 2% tolerance.
    • Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
  5. OUR RIGHTS TO MAKE CHANGES
    • Minor changes to the products. We may change the product:
      • to reflect changes in relevant laws and regulatory requirements; and
      • to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the product.
    • More significant changes to the products and these terms. In addition, as we informed you in the description of the product on our website, we may make the following changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
  6. PROVIDING THE PRODUCTS
    • Delivery costs. The costs of delivery will be as displayed to you on our website.
    • When we will provide the products. We will deliver them to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. If we accept your order, we will use reasonable efforts to ensure delivery time for goods is a maximum of 2 working days within the European Economic Area and a maximum of 3 working days for deliveries elsewhere. Generally, goods will be sent by recorded delivery, accepted orders placed before 12 noon will be dispatched on the same working day and accepted orders placed after 12 noon will be dispatched on the following working day, with accepted orders placed after 12 noon on Friday dispatched on the following Monday. Working days are Monday to Friday of any week excluding any public or bank holidays in England, Wales or Scotland.
    • We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
    • If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery.
    • If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 9.2 will apply.
    • When you become responsible for the goods. The goods will be your responsibility from the time we deliver the product to the address you gave us.
    • When you own goods. You own a product which is goods once we have received payment in full.
    • What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 9.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
  7. YOUR RIGHTS TO END THE CONTRACT
    • You may be able to end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract.
      • If what you have bought is faulty or mis-described you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 10.
      • If you want to end the contract because of something we have done or have told you we are going to do, see clause 7.2.
      • If you have just changed your mind about the product, see clause 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.
      • In all other cases (if we are not at fault and there is no right to change your mind), see clause 7.6.
    • Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
      • we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 5.2);
      • we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
      • there is a risk that supply of the products may be significantly delayed because of events outside our control;
      • you have a legal right to end the contract because of something we have done wrong.
    • Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
    • When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
      • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; or
      • any products which become mixed inseparably with other items after their delivery.
    • How long you have to change your mind. You have 14 days after the day you (or someone you nominate) receive the goods.
  8. HOW TO END THE CONTRACT WITH US
    • Tell us you want to end the contract. To end the contract with us, please let us know by calling 0344 371 0071 or emailing us at gift@roccofortehotels.com Please provide your name, home address, details of the order and, where available, your phone number and email address.
    • Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either post them back to us at the following address: 70 Jermyn Street, London, SW1Y 6NY or (if they are not suitable for posting) allow us to collect them from you in which case please call 0344 371 0071 or email us at gift@roccofortehotels.com . Before posting the items to us, please wrap them in their original or similar packaging and use the prepaid UPS label provided. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
    • When we will pay the costs of return. We will pay the costs of return:
      • if the products are faulty or mis-described;
      • if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

  1. OUR RIGHTS TO END THE CONTRACT
    • We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
      • you do not make any payment to us when it is due and you still do not make payment within 10 working days of us reminding you that payment is due;
      • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or
      • you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
    • You must compensate us if you break the contract. If we end the contract in the situations set out in clause 9.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
    • We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least 5 working days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
  2. IF THERE IS A PROBLEM WITH THE PRODUCT
    • How to tell us about problems. We are under a legal duty to supply products that are in conformity with this contract. If you have any questions or complaints about the product, please contact us. You can call 0344 371 0071 or write to us at gift@roccofortehotels.com
    • Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call 0344 371 0071 or email us at gift@roccofortehotels.com for a return label or to arrange collection.
  3. PRICE AND PAYMENT
    • Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the product you order.
    • We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
    • What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
    • When you must pay and how you must pay. You must pay for the products before we dispatch them, by credit or debit card. Payment will be taken on our behalf by SK Chase. You can make payments with the following cards: Mastercard, Visa, American Express, and Maestro. Please note that any payments deducted by SK Chase from your account or refunded back to you will appear on your statement as being from SK Chase. 

You undertake that all details you provide to us (and to SK Chase) for the purpose of ordering any goods are correct, that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the order.

[In order to protect your details during ordering, this website uses a software package known as Secured Sockets Layer (SSL), which is indicated by a padlock which will appear in the bottom left hand corner of the web browser (grey border area of the screen).]

  1. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
    • We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.
    • We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  2. HOW WE MAY USE YOUR PERSONAL INFORMATION
    • How we may use your personal information. We will only use your personal information as set out in https://www.roccofortehotels.com/details/privacy-notice/.
    • We will only give your personal information to third parties where the law either requires or allows us to do so. We will give your information to SK Chase Limited where this is necessary to process payments. For SK Chase’s privacy notice, please see: https://skchase.com/privacy-notice/.
  3. OTHER IMPORTANT TERMS
    • We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.
    • You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
    • Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
    • If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    • Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
    • Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts. A link to the European Commission’s platform for online consumer dispute resolution may be found here: http://ec.europa.eu/consumers/odr/.

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