Terms & Conditions
TERMS OF SERVICE
KEY TERM WHEN PUCHASING YOUR SPECIAL SERENA UZIYEL PRODUCT
- You must be over the age of 18 years of age to place on order for your SU Product. If you are not 18, please your parent or guardian to place your order for you.
- You will be required to register on our Site and you can only do so if you are over the age of 18 unless you have the consent of your parent or guardian.
- Shipments outside the EU may be subject to important taxes. Please check if import tax will apply to your purchase as this may delay delivery to you and you may be subject to additional charges.
- If you live in the EU, when placing your order, you may be subject to applicable valued added tax or digital sales tax, as may be applied from time to time by any competent authority.
- When you purchase with us, you accept that you wish to accept emails and marketing materials about our products that may be of interest you. If you do not wish to receive these emails you can unsubscribe here.
- We are obliged by law to undertake security, credit, fraud and anti-money laundering checks and in placing your order with us you consent to such checks.
- The terms upon which you may purchase your Selena Uziyel are set out in more detail below.
More Information on The Legal Bits
Who we are?
Serena Uziyel is a trading name of SU Design & Accessories B.V. (Company Number: 73228338) of De Cuserstraat 93, Amsterdam, 1081CN / Netherlands ("Serena Uziyel" "we" "us"”our”) website(s) (our "Site" or "Sites") and related services are made available to you in accordance with the following Terms of Service, and any other terms, conditions, and policies posted on our Sites (collectively, the "Terms"). Please read these Terms carefully before placing any orders on https://www.serenauziyel.com. We recommend you should keep a copy of the Terms for future reference.
These Terms apply to each purchase to you make on our Sites.
We may modify these Terms from time to time. Please read the Terms and check them when you make each purchase. If you do not agree to any change to the Terms, then you must immediately stop using the Site. Any changes made after you have placed an order will not affect that order unless we are required to make the change by law.
Shipments inside of the EU
Please note, orders placed and shipped within the EU may be subject to value added tax and applicable digital services taxes. In placing your order, you agree to payment of these taxes.
Shipments outside of Europe
We are required not only to comply with our applicable tax laws in the country from which we sell, but we may also have to comply with local tax requirements in the countries in which you reside. This may result on you being charged more than the product was advertised for on our Site. You are responsible for payment of those taxes. If you purchase our products from our website, you consent to pay those fees or taxes of any competent authority.
Registration and account terms and conditions
You do not have to register on our Sites in order to place an Order, you can order as a guest.
However, to use some of the services or features made available to you on our Sites you will need to register for an account. When you register you are required to provide information about yourself that is true, accurate, current, and complete in all respects. You cannot register on behalf of any person and must not use the account of any other persons to place an order without the permission of the account holder. Should any of your registration information change, you can update your information by updating your account information here. We may also change registration requirements from time to time.
In registering for a Serena Uziyel account, you may be able to:
- Track your orders and review past purchases;
- Manage your return or exchange directly from your account;
- Add sold out items to your Wish List so you can see if more stock arrives;
- Add a Gift Card and keep track of any store credit on your account;
- Save your address and card details so you can shop even quicker next time;
- Manage your account details, address book and email preferences.
To create an account, simply click on SIGN IN and then REGISTER NOW to fill in your details. The account password you create should be unique and kept secure, and you must notify Serena Uziyel immediately of any breach of security or unauthorized use of your account.
Should you have any issues with your account or need any help in relation to it, then please do not hesitate to contact our Customer Care team. However, please note that we can only communicate with the named account holder in relation to any questions, changes or cancellation of an account.
Eligibility to purchase
In order to make purchases on the Site you will be required to provide your personal details. In particular, you must provide your real name, phone number, e-mail address and other requested information as indicated. Furthermore, you will be required to provide payment details that you represent and warrant are both valid and correct and you confirm that you are the person referred to in the billing information provided.
The Site is available only to individuals and others who meet the Serena Uziyel terms of eligibility, who have been issued a valid credit/debit card by a bank acceptable to Serena Uziyel, whose applications are acceptable to Serena Uziyel and who have authorized Serena Uziyel to process a charge or charges on their credit/debit card in the amount of the total purchase price for the merchandise which they purchase. Products purchased by the buyer are for personal or gift use and should not be re-sold, used for commercial purposes or any other commercial benefit. Serena Uziyel reserves the right to restrict multiple quantities of an item being shipped to any one customer or postal address, in its discretion.
By making an offer to purchase merchandise you expressly authorize us to perform credit checks and where Serena Uziyel feels necessary, to transmit or to obtain information (including any updated information) about you to or from third parties, including but not limited to your credit/debit card number or credit reports (including credit reports for your spouse if you reside in a community property jurisdiction), to authenticate your identity, to validate your credit/debit card, to obtain an initial credit/debit card authorization and to authorize individual purchase transactions.
All orders are subject to acceptance by us in our discretion and availability. Any items in your shopping basket are not reserved and may be purchased by other customers prior to you moving to checkout.
Serena Uziyel offers products for sale that are in stock and available for dispatch from our distribution centre. Occasionally however, we may be waiting for shipments from our manufacturers. Consequently, you may from time to time be given the possibility of making an Advance Payment for certain items in which case you are able to make an Advance Purchase. This will ensure that you receive this item in priority once stock has been delivered to Serena Uziyel. We occasionally allow pre-orders for new season collections, whereby you will be required to pay a deposit and such orders may take between 8-10 weeks for dispatch. Serena Uziyel will only take Advance Purchase orders for stock that has been scheduled for delivery. Your rights regarding Advance Purchase are the same as those for any other purchase at Serena Uziyel save in that pre-orders for new season collections will take 8-10 weeks for delivery. Alternatively, you may simply choose to register your email address for notification of arrival of the selected merchandise not held in stock. Our website does enable you to design your own unique items using our 3D technology. In using our technology, you hereby assign all intellectual property in your design to Serena Uziyel for the full term of such intellectual property rights including all revisions, reversions and extensions thereof. Made to order items must be paid in advance and in full and may take between 8-10 weeks for delivery. Made to order items must be paid cannot be cancelled or returned.
Items received into stock may be pre-allocated to satisfy Advance Payment orders and customers making Advance Payments will receive items in priority to customers on the Waiting List or customers ordering through the Site for immediate delivery. Please be aware that we may be unable to deliver selected Advance Payment merchandise due to production problems or quality check issues identified when we receive an order into stock. In these circumstances we will notify you by email and refund the Advance Payment to your credit/debit card within thirty days of being advised that merchandise has become unavailable.
If you have registered your email address for notification of the arrival of a specific product featured on our Site, we will attempt to notify you by email within 48 hours of the product becoming available on the Site. Please be aware that on occasion certain products that are in particularly high demand will sell out during this period.
Serena Uziyel will store a record of your transactions for a minimum of one year.
Prices shown on the Site are in [GBP or Euros] and are inclusive of VAT at the applicable rate unless you have selected an alternative country where VAT is not chargeable, as indicated in the top left-hand corner of the Site. Taxes and charges that are applied by your country of residence will not be show and will be charged to you directly before you can receive your products. We have no visibility or control over these charges. Failure to pay those charges may result in you not receiving your purchase and we will not accept any returns outside of our returns policy. If you refused to pay the relevant local tax, you may be required to pay the return postage for your products. We are not liable for such charges.
All prices and offers remain valid as advertised from time to time. The Euros price of a product displayed on the Site at the time the order is accepted will be honoured, except in cases of patent error.
From time to time, prices are subject to change in response to currency exchange rate changes, markdowns and other commercial factors. The price applicable to your order will be the price current at the time your order is accepted.
Customers purchasing from a country served as Delivery Duty Paid (DDP) will incur relevant import duty and tax. These costs are included in the final purchase price. Customers purchasing from a country served as Delivery Duty Unpaid (DDU) will be charged for the items purchased and shipping costs only. Import duty or tax costs will be invoiced to you directly from DHL or an import broker appointed by you. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.
If you are a customer whose credit/debit card is not denominated in Sterling or Euros, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
Regardless of your shopping destination and the currency you shop in, your purchase may be processed by one of our affiliate companies in which case your bank may charge you an international transaction fee. Serena Uziyel is not responsible for any such fee or charge.
Sale price adjustment policy
Serena Uziyel is happy to offer a Sale Price Adjustment on items purchased up to 7 days prior to the commencement date of a sale. Please be aware that the exact style and size of an item must be available for purchase at the time your request is made before any adjustment in the sale price can be approved. All approved Sale Price Adjustments will be credited to your Serena Uziyel account in the form of a store credit which will be valid for 12 months.
We are unable to offer price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked-down.
Acceptance of your order
Once you have made your choice and your order has been placed, you will receive an email acknowledging the details of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it.
Unless you cancel your order, acceptance of your order and completion of the contract between you and Serena Uziyel will be completed when we email you to confirm the goods have been dispatched. The sale contract is therefore concluded in the Netherlands, and the language of the contract is English. Neither our third-party payment processor nor our nominated courier has the authority to accept an order on behalf of Serena Uziyel.
We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorization for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set out within the Terms.
We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from the Site whether or not that merchandise has been sold, removing, screening or editing any materials or content on the Site, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.
Whilst every effort is made to make sure details on our website are accurate, we may from time to time discover an error in the pricing of products. If we discover an error in the pricing of a product in your order, we will let you know as soon as possible. We shall be under no obligation to accept or fulfil an order for a product that was advertised at an incorrect price and reserve the right to cancel such an order that has been accepted or is in transit. If you order a product that is priced incorrectly for any reason, we will email or telephone you to inform you that we have not accepted your order and/or that the relevant part of your order has been cancelled. If you have already paid for the goods, we shall refund the full amount as soon as we are able. In the event that products are recalled in transit, we will process your refund once the products have been returned to us.
We accept Visa, MasterCard, American Express, Maestro and JCB cards, and any other methods which may be clearly advertised on the Site from time to time. You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to SerenaUziyel.com. Payment will be debited and cleared from your account upon dispatch of your order by Serena Uziyel. Payments for orders containing a pre-order item will be taken in and around 9 days after your order is placed. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Serena Uziyel, we will not be liable for any delay or non-delivery.
We take reasonable care to make our Site secure. All credit/debit card transactions on this site are processed using Stripe payment Services whose terms and conditions are here, a secure online payment gateway that encrypts your card details in a secure host environment. If you are a registered Serena Uziyel user, we will securely store your credit/debit card details on our systems. These details will be fully encrypted and only used to process card transactions which you have initiated.
To help ensure that your shopping experience is safe, simple, and secure, Serena Uziyel uses Secure Socket Layer (SSL) technology.
Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Site.
The following terms and conditions apply to sale and use of Gift Cards sold on selenauziyel.com
Buying a Gift Card
- If you are buying a virtual Gift Card for someone, then it will be e-mailed to the recipient once your order for the Gift Card has been processed and payment has been taken. A copy will also be sent to you as confirmation of dispatch.
- If you are buying a physical Gift Card for someone, then it will be posted to the recipient once your order for the Gift Card has been processed and payment has been taken. An email will be sent to you as confirmation of its dispatch. Please note that shipping charges will apply to physical Gift Cards and this will be applied at check out.
- We are not liable for any failure or incorrect delivery of a virtual or physical Gift Card due to you failing to provide the correct, current or complete information about the recipient. It is your sole responsibility to ensure the accuracy and completeness of the information you provide about the recipient.
- We are not responsible for any Gift Card that is lost, stolen, destroyed or used without permission.
- We reserve the right to cancel a Gift Card if we deem such action necessary.
- Promotion or discount codes cannot be applied to the purchase of a Gift Card, with the exception of free shipping codes which can be applied to physical Gift Cards orders, unless otherwise notified by us.
Using a Gift Card
- Gift Cards are valid for 12 months from the date of purchase.
- Gift Cards can be redeemed against all products either on SerenaUziyel.com or by e-mail by contacting our Customer Care anytime from firstname.lastname@example.org
- Gift Cards are non-transferable, can only be redeemed on SerenaUziyel.com.
- Gift Cards cannot be exchanged for cash or other products.
- If your order total is less than the value of the gift card, the remaining balance will be credited to your account as store credit and will be redeemed against subsequent orders. You may check your gift card balance online via your “My Account” page. If you do not have an account on SerenaUziyel.com, we will set up a temporary account for you to hold any remaining Gift Card balance as store credit which can then be redeemed against your next purchase on SerenaUziyel.com. In order to access this temporary account, you will need the email which you used when placing your order using the Gift Card, and then you will need to follow the “reset password” instructions to set a new password in order to access the account.
- If your order exceeds the value of the Gift Card and you have existing store credit on your account, this will automatically be redeemed to cover the remaining balance. Otherwise, if your order exceeds the value of the Gift Card and you do not have any existing store credit on your account, the remaining balance must be paid by credit or debit card.
- If you return products you have purchased using a gift card, the refund will be credited to your account as store credit and will be redeemed against subsequent orders. You may check your store credit balance online via your “My Account” page. If you do not have an account, we will set up a temporary account and issue your refund as store credit which can then be redeemed against your next purchase on our website. In order to access this temporary account, you will need the email which you used when placing your order using the Gift Card, and then you will need to follow the “reset password” instructions to set a new password in order to access the account.
- All purchases made using a Gift Card will be subject to the terms and conditions on www.SerenaUziyel.com.
- We reserve the right to amend these terms and conditions at any time.
- These terms and conditions are governed by and construed in accordance with Dutch law and any dispute (including non-contractual disputes) arising out of this agreement shall be subject to the exclusive jurisdiction of the courts of the Netherlands.
Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided.
Insurance and delivery
You will own the goods on and from the later of the point in time when: (a) we receive payment in full, or (b) we deliver the goods to you.
Serena Uziyel insures each purchase during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Serena Uziyel, and transfer of responsibility in the same way. The goods are your responsibility from the time we deliver them to the address you gave us.
Our couriers can deliver to certain destinations without collecting a signature. If this option applies to your delivery address, you can update your preference on the shipping page at checkout before proceeding to purchase. Please note, that if no signature is collected, you agree to our terms and conditions and, confirm that Serena Uziyel can leave your package(s) outside the premises at the shipping address provided by you without obtaining a signature for proof of delivery and take full responsibility for any loss or damage that may occur. On occasion, our couriers may refuse to deliver your order if they are of the opinion that the shipping address is considered to be unsafe.
Please note that we aim to dispatch all orders within 24 hours, or 48 hours during sale periods. Delivery times appearing on the site are estimates and are to be used as a guide only and commence from the date of dispatch. In any event, we will deliver the goods to you within 30 days of the day on which we accept your order. Serena Uziyel is not responsible for any delays caused by destination customs clearance processes.
If delivery is delayed by any event outside of our control, we will contact you as soon as possible to let you know and we will take steps to minimize 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 cancel your order and we will give you a refund for any goods you have paid for but not received.
Returns and exchanges
CANCELLING YOUR ORDER UNDER THE CONSUMER CONTRACTS (INFORMATION, CANCELLATION AND ADDITIONAL CHARGES) REGULATIONS 2013
If you are based in the EU under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order with us provided you give us written notice.
Right to Cancel under the ICACRs
You have the right to cancel your order within 14 days without giving any reason.
The cancellation period will expire 14 days from the day after the day on which you (or someone you nominate, other than a carrier) receives the last of the goods.
To exercise the right to cancel, you must email email@example.com. YOU HAVE NO RIGHT TO CANCEL SPECIAL ORDERS FOR YOUR OWN DESIGNS. Once we receive your request for cancellation of your order, we will send you a Return Label for collection. The goods must be returned in their original packaging undamaged with the return label on the outside of the package. Once the package is received back to our warehouse undamaged and in its original condition a refund will be made to your card of purchase within 30 days of receipt of your goods.
For orders cancelled under the ICACRs, we will issue you with a full refund including the shipping cost paid by you. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make reimbursement without undue delay, and not later than:(i) 14 days after the day we receive back from you any of the goods supplied; or (ii)(if earlier) 14 days after the day you provide us with evidence that the good have been returned; or (iii) if no goods were supplied, 14 days after the day on which we are informed about your cancellation.
We will make reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the re-imbursement.
In the event that we have sent goods to you and you have cancelled your order, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest. If we do not receive the goods back, we may arrange to have them collected from you at your cost.
You must return cancelled orders to: Serena Uziyel without undue delay and in any event not later than 14 days from day on which you communicate your cancellation of the contract to us. The deadline is met if you send the goods before the period of 14 days has expired.
You will have to bear the cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling, other than what is necessary to establish the nature, characteristics and functioning of the goods.
Please note you may only use your right to cancel the order under the ICACRs if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email or post as described above.
Our FREE COLLECTIONS SERVICE (see below) is not available for orders cancelled under the ICACRs.
RETURNS AND EXCHANGES USING OUR FREE COLLECTION SERVICE
As an alternative to using your rights under the ICACRs, you may prefer to return or exchange items using our free returns and exchanges collection service. You must request your exchange or return and send your unwanted items back to us within 28 days for a refund of the value of the item only, or an exchange the item. If you wish to exchange your item for an alternative product, we suggest that you return it for a store credit and purchase the new item separately.
Shipping is complementary on the replacement item, but exchanges made to destinations outside of the EU will be processed for customs clearance and therefore any relevant import duty and tax charges will apply.
Please note our free collection service is not available for orders cancelled under the ICACRs.
Intellectual property rights
Your use of the Site and purchase of our products grants you no rights to you in relation to any copyright, designs, trademarks and all other intellectual property and material rights relating to the websites or the platforms upon which it operators nor any of the copyright and designs of the products thereon (“Content”). All such Content including our trademarks, designs, and related intellectual property rights mentioned or displayed on this Site are protected by national intellectual property and other laws and international treaty provisions. You are permitted to use the Content only as expressly authorized by us. Any reproduction or redistribution of the above listed Content is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, copying and use of the above listed materials to any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing Content for your own personal use.
In addition to the Intellectual property rights mentioned above, "Content" is defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text on this Site. Serena Uziyel tries to ensure that the information on this site is accurate and complete. Serena Uziyel does not promise that Serena Uziyel's Content is accurate or error-free. Serena Uziyel does not promise that the functional aspects of the Site or Serena Uziyel's Content will be error free or that this Site, Serena Uziyel Content or the server that makes it available are free of viruses or other harmful components. We always recommend that all users of the Internet ensure they have up to date virus checking software installed.
No commercial use
This Site is for your personal non-commercial use only. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, data mine or sell any Content, software, products, or services contained within this Site. You may not use this Site, or any of its Content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own Site.
You agree that you will be personally responsible for your use of this Site and for all of your communication and activity on and pursuant to this Site. If we determine that you are or have been engaged in prohibited activities, were not respectful of other users, or otherwise violated the Terms, we may deny you access to this Site on a temporary or permanent basis.
We may include hyperlinks on this Site to other websites or resources operated by parties other than Serena Uziyel, including advertisers. Serena Uziyel has not reviewed all of the sites linked to its Web Site and is not responsible for the content or accuracy of any off-site pages nor are we responsible for the availability of such external websites or resources, and do not endorse and are not responsible or liable, directly or indirectly, for the privacy practices or the content of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources.
You have certain rights under the law which include 1. That any products you order through this Site will be of satisfactory quality, fit for their intended purpose, and will conform to any description given on this Site; 2. Certain remedies if a product is defective; and 3. A right to cancel any order for a product within 14 days after the date of receipt of the product and receive a full refund even if it is not defective (see Cancelling your order above).
Nothing in the Terms is intended to affect these rights.
Limits on our liability
We accept liability for death and personal injury arising from our negligence or that of our employees and agents. We do not seek to exclude our liability for fraudulent misrepresentation by us or our employees or agents.
Nothing in this Agreement is intended to affect your rights under the law (see "Your Rights" above).
If Serena Uziyel fail to comply with these Terms, we are responsible for loss or damage you suffer as a foreseeable result of us breaching the Terms. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract is made, both you and Serena Uziyel knew it might happen, for example, if you discussed it with us during the sales process. We will only be liable for loss or damage up to 150% of the total value of goods purchased.
We are not responsible for losses not caused by our breach or negligence, indirect losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and us (for example, loss of profits or loss of opportunity).
We are also not responsible for failure to meet any of our obligations under the Terms where such failure is due to events beyond our reasonable control.
At our request, you agree to compensate us fully, defend us, and hold us harmless immediately on demand, its officers, directors, agents, affiliates, licensors, and suppliers, from and against all liabilities, claims, expenses, damages and losses, including legal fees, arising from any breach of the Terms by you, including the use by any other persons accessing this Site using your Internet account caused by your action or inaction.
You acknowledge and agree that no joint venture, partnership, employment, or agency relationship exists between you and Serena Uziyel as a result of the Terms or your use of this Site. You agree that you may not and will not hold yourself out as a representative, agent, or employee of Serena Uziyel, and we shall not be liable for any representation, act, or omission on your part.
If you breach the Terms and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach the Terms.
Complaints and Governing law
If you have a complaint about us email firstname.lastname@example.org giving full details including date of purchase and order reference number where applicable and your full name and address and contact details. The Terms together with all our policies and procedures will be governed by and construed in accordance with Dutch Law and the relevant courts of the Netherlands will have exclusive jurisdiction.
If there’s a dispute that we have been unable to resolve with you directly, EU resident customers can find more information about alternative dispute resolution via the European Online Dispute Resolution platform (https://ec.europa.eu/consumers/odr). For more information, please contact our Customer Care team.
Last updated as at 25 March 21