When you shop with us (or access our services and apps (our “Website”)), these terms and conditions apply. They’re important for all of us as they set out what we expect from each other, and they also give you helpful info. If you need further information, get in touch with us – we always love to hear from you.
We keep these terms updated and we amend them every so often, so remember to take a look before you shop, as the latest version will apply.
To shop with us, you need to:
- be at least 18 years old;
- have a credit or debit card that we accept (see bottom of page for details of current payment providers); and
- be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).
Orders
When you place an order, you should receive an e-mail confirming receipt of your order. Our payment processor then carries out a standard pre-authorisation check to make sure there’s enough money on the card.
We only accept your order once payment has been approved and we have debited the payment card (and then the consumer contract is made based on these terms).
You may be able to cancel (not change) your order within a short period of placing your order. You can’t change your order – you’ll need to cancel (and/or return original item(s)), and re-order.
All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.
Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with us and we’ll be happy to discuss it with you.
Pricing and product info
From time to time we may price or describe a product or promo incorrectly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it. If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full. Prices include VAT (where applicable).
Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged (see below). Such additional charges will be clearly shown during the checkout process and included in the ‘Total Cost’.
Delivery
Estimated delivery time and dates depend on the delivery address.
We try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress.
Please check out our Shipping and Returns Page for more info. Any problems with your delivery? Please let us know within 30 days of the date which your order should have been delivered and we’ll do our best to help you.
Returns
We understand, sometimes something just doesn’t work for you and you want your money back. Don’t worry, as long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules around Fair Use.
If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we’ll give you a full refund by way of the original payment method.
We aim to refund you within 14 days of receiving the returned item.
If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.
We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.
We strongly recommend you get proof of postage for all returns.
To begin our returns process, submit a Return Request.
Original condition
All returned items should be sent back to us in their original condition together with the original packaging and all brand tags.
Footwear – only try on footwear on carpeted floors to protect the soles. They must also be returned with the original box (if any) and original any shoe or dust bags (if any).
All items are inspected on return. Of course, it’s fine to try an item on like you would in a store, but don’t actually wear or use it. When trying on clothing please be careful with the item (don’t use unnecessary force) and don’t wear make-up, perfume, cologne, deodorant or antiperspirant as these can mark and leave scents on the item.
If an item is returned to us worn, used, damaged or in an unsaleable condition, or where the above instructions have not been followed, we won’t be able to give you a refund and we may have to send it back to you and ask you to cover the delivery costs. Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.
None of this affects your statutory rights.
We will refuse a return:
- on grounds of hygiene; or
- if an item has been damaged, soiled , washed, altered or worn, or if the original tags or labels are no longer intact and/ or attached to the relevant item (see ‘Original Condition’ above); or
- if the item(s) returned to us do not match what you received; or
- If you have returned items after expiry of the returns period.
If we refuse a return for any of these reasons, we will not issue you with a refund and we will send the item(s) back to you. If you attempt to return a refused item a second time, we will dispose of the returned item in a responsible way and we will continue to withhold a refund.
In certain cases, for example where we have had to refuse multiple returns by you, or there are suspicious circumstances relating to the return, we might also have to deactivate your account and any associated accounts.
If any of the above happens to you and you think we’ve made a mistake, please get in touch with us and we’ll be happy to discuss it with you.
This does not affect your statutory rights.
Promotional Codes
From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. Remember, it’s up to you to enter the code at checkout!
Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used etc).
If you’re given a unique Promo Code that is meant just for you please keep it secret and don’t let anyone else use it or abuse it. If we think there is or has been misuse of a Promo Code in any way (e.g. selling it or sharing it with others), we can cancel your Promo Code and/or suspend or even close your account without telling you.
We don’t like to do this, but if a Promo Code can’t run properly because someone or something is spoiling the fun for everyone – e.g. fraud, tampering, technical errors or anything else that is beyond our control that affects the running or fairness of the Promo Code – we can cancel, modify or suspend the Promo Code.
Privacy
Our Privacy Policy sets out how we’ll use your information. If your details change, remember that you need to update ‘My Account’ so we can continue giving you our best service (you can also update your marketing preferences there).
We love being able to interact with and chat to you through social media. However, we can’t control those social media platforms or how you set your profiles on them. Please check and set your privacy settings so that you understand and are comfortable with how your personal information on those platforms will be used.
What you should not do:
We hate to state the obvious, but you must not misuse or tamper with our websites, apps or other services (“Websites”) (e.g. hack, introduce viruses, trojans, worms, logic bombs or other technologically harmful material or carry out denial of service attacks etc) or otherwise mess with our tech or functionality or steal our or our customers’ data. Doing any of these things may be a criminal offence, but they also get in the way of us giving our customers the best service, so we take them really seriously. We will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities.
We recommend you use virus protection software when using any website, including ours. Although we work hard to stop people messing with our Website, we can’t guarantee that it will always be secure from bugs, viruses or trouble-makers.
Oh, and you’re not allowed to use automated systems or software to extract data from our Website (AKA ‘screen scraping’).
Troublemakers take note: you agree to indemnify, defend and hold harmless CommonNative, its directors, officers, employees, consultants, agents, and affiliates, from any and all third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use (or misuse) of this Website or your breach of the Terms and Conditions.
Intellectual Property
We own or have permission to use the intellectual property rights in its Website and its content. These rights are protected around the world. All such rights are reserved.
You’re allowed to store, print and display our Website content only for your own personal use. You are not allowed to use any part of the Website for commercial purposes unless you have our express permission.
You’re also not allowed to use the CommonNative logos or any CommonNative brand or trade mark (or any marks which are similar) without our express permission.
Linking to this website
It’s fine for you to link to shop.commonnative.com, as long as you do so in a way that is not-commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.
Please don’t link in a way that suggests any form of approval or endorsement by CommonNative where none exists.
Our Website must not be framed on any other site without our permission.
Complaints or to escalate your concerns
Sometimes things go wrong and you may want to get in touch with us to highlight this.
If you still feel we have not resolved your query you may use the EU Online Dispute Resolution platform.
User Generated Content
By giving you the opportunity to feature your content on our social media channels and by responding with the required hashtag you agree:
- we can use your handle and the content (the “Content”) across commonnative.com, and/or on any of CommonNative’s social media platforms (including but not limited to Instagram, Facebook and Twitter).
- we can edit, crop, adapt, enhance or modify the Content (but CommonNative will not treat you in a derogatory manner).
You promise that you:
- have the permission of everyone in the Content;
- have the right to grant CommonNative the above rights; and
- are at least 16.
If you (or anyone in the Content) asks us to remove the Content, we will remove the Content from the social media accounts that we control.
You understand that other users of these social media platforms can also share and make use of the Content once posted. In particular, a user of these platforms can take a screenshot of and save an image of the Content to their device, share the Content on social media platforms or websites which feature the Content (and sharing capabilities). If you do not want to grant the permissions set out above then please do not give us consent to use the Content.
We have the right to amend, remove or vary our services and/or any part of the Website (including our Terms & Conditions) at any time.
These terms and our dealings with you are subject to English law and the exclusive jurisdiction of the English courts.