Ordering Information, Terms & Q&A
The term 'henpartysashes.co.uk' / 'Frosts' or 'us' or 'we' refers to the owner of the website whose office is Frosts, Duart House, Meavy Lane, Yelverton, West Devon, PL20 6AL. The term 'you' refers to the user or viewer of our website.
I'm new to your site, so how do I order?
Placing a order with us is easy:
If you have any questions regarding placing an order or need some advice please give us a call or drop us an email. When ready to order, to safeguard you and the fact that many of our items are personalised we like all orders to be submitted o through our online store, emailed or posted in writing to save any confusion or mistakes; don't forget to include the following:
Name, address, phone number and event date along with your full order details. If ordering only Stock or pre-printed rosettes / henpartysashes.co.uk you are very welcome to phone orders through: mon-fri 8.30am - 5.30pm - 01822 854488.
Question about a Product - I need more information about a product
We include as much information as possible about each product within the item details. If more detailed information is required please give us a call or email.
Infringement of Copyright / Brand
Although most of the artwork on this website has been designed by us we also feature a large portfolio of designs supplied to us by customers. Therefore it is not always possible to check the origins of individual designs uploaded to our server. If you feel that a featured products artwork may infringe on a copyright protected design please contact us without fail and we will remove any offending material within 24 / 48 hours. As an established company we do not wish to infringe anyone’s copyright, and will rectify any and all instances of infringement that may have be caused by third party uploads.
Terms & Conditions of Uploading Photos / Logos / Graphics to henpartysashes.co.uk
By uploading an image you guarantee that you have read these Terms & Conditions of Uploading Photos to henpartysashes.co.uk and that you agree to abide by all clauses within these Terms and Conditions.
2. copyright ownership
By uploading an image to henpartysashes.co.uk website you guarantee that you are the legal owner of the copyright of that image, or have been awarded full and unrestricted rights from the copyright owner to upload and utilize the image for the purposes of this website.
3. third party rights
By uploading an image you guarantee that such use of the image in the henpartysashes.co.uk website does not violate the rights of any other party, does not result in a breach of contract between you and another party and that you accept responsibility for any royalties or fees due to any other party from the use of the uploaded image.
4. people seen in photos
By uploading an image you guarantee that any people clearly identifiable in the image have consented to have their image displayed, or that you have full rights to display the image in this manner and accept full responsibility for such use.
5. responsibility for content
When uploading an image you are solely responsible for their content and for any offence, claims or damages that arise from the content of those images. The approval and posting of images to the site by an Editor of the henpartysashes.co.uk in no way alters or diminishes your responsibility and does not transfer any responsibility for the content of the image to the sashes.co.uk or the Editor who approves the image for posting.
6. rights granted to henpartysashes.co.uk
Sashes.co.uk does not claim any copyright or any kind of ownership rights to the images you upload to the website. However, by uploading an image to the website you thereby grant to henpartysashes.co.uk full rights to publically display, copy, reproduce and distribute the image globally on its website or any associated website within the frosts rosettes group in perpetuity.
7. Promotional use of images / no commercial sale of images
henpartysashes.co.uk may select certain images that you upload to its site for website / promotional brochure use for the sole purposes of a product showcase but will not utilize nor authorize others to utilize such images for other purposes including sale or any other forms of financial gain.
Exclusion from Product Showcasing / Promotional advertising
If you DO NOT wish for your uploaded image/’s to be used on any of our groups websites as a possible product showcase please contact us with your request.
8. indemnity from claims
You agree to indemnify and hold henpartysashes.co.uk and its subsidiaries, affiliates, officers, employees and representatives free from any claim or demand made by any third party due to or arising out of your uploading to the henpartysashes.co.uk website of any images or from any violation of any other party's rights caused by the use of or the content within the images you upload.
Although we have endeavoured to try to give you the closest possible match to colours on our site with different computers having different colour profiles, monitors and graphics cards it would be impossible to guarantee a like for like match, please only use on sceen colours as a guide.
Ribbon Colours vs Print Colours
Please note that Print colours do not offer a like for like colour cross match with ribbon colours. We also use two grades of satin depending on the product and the print required (please see our colour swatch) Although colours on both swatches offer a very good cross match there may be some difference in the feel and exact colour shade if comparing the two side by side.
My order has been made in a different colour than I requested
'henpartysashes.co.uk' aim to supply every order as requested by the customer, in the odd occasion of stock or production problems we may have to substitute certain print or ribbon colours. If this is the case we will supply the next shade or closest matched colour of that of your original request. Many orders have deadlines and are required for a certain date, By ordering with henpartysashes.co.uk / Frosts you give us permission to substitute or amend any colour as stated above without prior notification to meet your event date. *If a colour has been substituted by 'henpartysashes.co.uk / Frosts' you will not be liable for any kind of refund, our standard terms will still stand.
Question about Delivery Charges and Destinations
We offer mail order throughout the whole of the UK, delivery services range from:
1st class Royal Mail recorded delivery - next day 24 delivery, we also offer the option of your own third party courier to collect from our office. We also deliver to most major countries world wide, please email our sales team to check your country's delivery status.
Do I have to pay import charges & VAT?
Vat will be charged at the UK current rate on all orders with no exceptions. Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
Can you leave the delivery at an agreed hiding place?
No, delivery can only be made to the address supplied when placing the order and in most cases requires a signature on receipt.
Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.
I'm not going to be in when you deliver my parcel what will happen?
Very small orders - Will simply arrive 1st class mail and will be delivered to the requested address. Medium to large orders - The postman or carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.
'You haven't replied to my query'
It is our policy to endeavour to respond to all customer enquiries within 2-4 hours. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our sales team within 2 working days, please contact us: 01822 854488, & have all your original questions at hand for us to answer.
I'm having trouble with my basket!
Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared. If this is happening to you, it may be because you are using the ‘back button on your browser, rather than the links in the website itself. Please try and only click on links within the 'henpartysashes.co.uk' website. Do not use your 'back' button, or any other button on your browser if you can help it. If these problems persist please contact customer care.
It's now on special offer - Can you refund me the difference?
Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order
I have a spelling mistake on my order
The main reason we ask for orders to be submitted through our site or in writing is to avoid this problem, please do not ask to order over the phone as we will have to refuse. Before submitting an email or order we ask you to carefully read through what has been ordered as we will only print what is submitted:
Some customers use a play on words & it is impossible for us to check every word in every order, in some cases we have corrected words only to be told it was meant to be spelt incorrect! Your order is not case sensitive and we hold the right to space & use upper - lower case as we think best to produce a better looking end result without prior notice.
I do not like the layout or font style of my order
Please be as clear as possible when placing your order and we will follow your instructions to avoid this issue from arising. Sometimes your ideas will just not work when put into production, If this is the case we will keep as close to your initial request as possible but 'henpartysashes.co.uk' / 'Frosts' also hold the right to amend any text layout, colour and font styles to achieve the best looking end result without notification. If you have not specified any colour, size or font style when ordering by phone, email or web, 'henpartysashes.co.uk' / 'Frosts' accept this as you allowing us to choose on your behalf without any further notification or proofing.
Order Problems - Part of my order is missing
Regrettably mistakes can happen. If you have received your order and an item is missing, please contact us within 48hours of receipt of order, quoting your name, and show / event details along with the missing item /s and we will investigate the matter further. (after 48hours we hold no responsibility of any missing or faulty goods) firstname.lastname@example.org - Tel: 01822 854488 Mon – fri 8.30am – 5.30pm.
All personalised items are subject to special return restrictions. These products, including personalised t-shirts, sashes, rosettes, stock design printed ribbons and personalised ribbons, are made to order specifically for you, so we cannot accept returns.
Returning Damaged/Defective Items
In the case of damaged or defective goods, please send items back with an accompanying letter stating reason for return, original order information and full contact details, within 7 days of receipt of goods. Items do not have to be returned in original packaging, but henpartysashes.co.uk / Frost's expects items to be returned in appropriate packaging so as not to further damage goods beyond the condition in which they were received.
The return process can be helped by providing a digital image of the damage or defect, along with a clear description of the problem in an email to email@example.com. In many cases, a reprint or refund can be actioned as soon as proof of the damage/defect is provided by the customer. Unless otherwise directed by Frost's however, the products must be returned unused before action can be taken, so we can assess the quality of the product ourselves.
Who covers the return delivery cost?
Return delivery costs are the responsibility of the customer. In the case of damaged/defective goods please contact henpartysashes.co.uk / Frost's for instruction on returning the items - in the case of photo evidence being sent via email, it may be the case that a reprint is possible without return of goods. No return delivery costs will be reimbursed without prior arrangement with henpartysashes.co.uk / Frost's.
henpartysashes.co.uk / Frost's reserves the right to offer a reprint or exchange rather than refund in all cases of damaged, defective or misprinted goods wherever possible and reasonable. Where it is the case that an order has been misspelt or printed incorrectly by customer error, henpartysashes.co.uk / Frost's will not refund and a reprinting charge will incur.
Where it is the case the items are not to your liking, henpartysashes.co.uk / Frost's hold the right to either refuse refund or if we can resell an item will charge between 20-35% restocking fee of the total amount paid. The higher rate will apply if you Benefitted from any kind of Qty discounts for the returned item. When goods are to be reprinted henpartysashes.co.uk / Frost's will make every possible effort to meet any original event deadlines and order specifications, but in some cases it may be necessary to negotiate due to time restraints, delivery/post restrictions or stock limitations.
In the event that henpartysashes.co.uk / Frost's accepts the need for refund of goods, refunds will be made where possible in the manner payment was originally received e.g. via PayPal, cheque or back onto a credit/debit card. In the event of a refund or reprint original shipping costs will not be refunded.
Refunding Original Shipping costs & VAT
henpartysashes.co.uk / Frosts accept refunds and replacements as stated within this page, the cost of original postage and packing will ONLY be refunded where goods are determined as defective by Frosts. Orders that have be returned for any other reason are not liable for original postage & packing costs or VAT on the un-credited amount to be refunded. (VAT is also charged on all of our postage and packaging rates) Please contact us before send any goods back to clarify our refund policy.
Terms are strictly NO credit unless prior arranged with accounts. No order will be dispatched until payment is made in full, but may still be liable for payment if we have already started production on your instructions. Credit accounts 10 days - Any monies owed after this period will be claimed from both the named person ordering and/or the company who wished to be invoiced on their behalf. In the event of a colour or item being out of stock we hold the right to substitute or amend any order without any prior notification. We hold the right to cancel or refuse any order at any time. Placing a order with Frosts via 'henpartysashes.co.uk', you are agreeing to the above terms and conditions *** All Goods remain the property of Frosts until payment is made in full ***
- 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 Frost's prior 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.