Terms & Conditions
TERMS OF SERVICE
Please be sure to read, and understand, the Terms and Conditions prior to using the Platforms and placing an Order with Westgate London. By using our Platforms (for example www.westgate-london.com or the Westgate London app), you agree to be bound by the Terms and Conditions.
The following definitions apply to these Terms and Conditions:
"EU" means a European Union member state, which, for the time being, includes the UK.
"Non EU" means any other country that is not an EU member state.
"Order" means an online transaction made by you via the Platforms for one or more Products, to which these Terms and Conditions apply.
"Personal Information" means the details you provide to us when you use the Platforms, such as your name, e-mail address, billing address, delivery address, telephone number, Product selections, credit card or other payment information and a password.
"Platforms" means any digital way of accessing the Westgate London store and includes the website located at www.westgate-london.com, or any subsequent URL which may be added or replace it, and the Westgate London app accessed using a mobile device.
"Product" means a Product displayed for sale on the Platforms.
"Product Description" means the section displayed on the Platforms where certain Terms and Conditions in respect of the individual Product are provided, which shall include, but not be limited to, all details, prices (cost of the Product and delivery charges), photographic representations and descriptions of a Product. It shall also include, where appropriate, specific delivery dates and times, warranties, after-sales service and guarantees about that Product.
"Westgate London Account means your personal customer account set up by you on the Platforms.
"Terms and Conditions" means these Terms and Conditions.
"We", "us" or "Westgate" means Westgate London, Westgate (Europe), Westgate (US), Westgate (Asia), Westgate (NG), Westgate (Africa) and other within our group (where applicable). Please note, that when arranging delivery of your Order, Westgate London may instruct a third-party retailer /courier or postal carrier to deliver it to you. However, Westgate London may not be responsible for managing the delivery of your Order, so for the purposes of these Terms and Conditions, all references to "we", "us", or "Westgate", will be taken to include such third parties.
"UK" means, for the purposes of these Terms and Conditions, England, Wales, Scotland and Northern Ireland.
"Users" means the Users of the Platforms collectively.
"You" means a User of the Platforms.
1. Using the Platforms
The Platforms provided are solely for your personal use and should not be used for any commercial or unauthorised purposes. To place an Order on the Platforms you must be at least sixteen (16) years old, however we reserve the right to only accept an Order from those over eighteen (18) years old. We reserve the right to make changes to any part of these Terms and Conditions from time to time, so please ensure you check the latest version. We may modify or withdraw the Platforms (or any part of them) temporarily or permanently, and we shall not be liable to you or any third party for any modification to, or withdrawal of, the Platforms and you agree to use the Platforms on this basis. If you do not agree to any changes in these Terms and Conditions, we advise you to stop using the Platforms.
All text, graphics, photographs including all image rights, videos, logos, trademarks, artwork, sounds, music, user interfaces, visual interfaces and computer code (the "Content") belongs to Westgate London (or is licensed to Westgate London by content providers). This Content includes, but is not limited to, the design, structure, selection, coordination, expression, "look and feel" and arrangement of it. The Content is protected by copyright, trademark and other intellectual property rights and you are not permitted to copy, reproduce, republish, upload, post, publicly display, translate, transmit or distribute this Content in any way without Westgate' prior written permission.
You agree that any information you submit to the Platforms including Personal Information shall be true, accurate, current and complete. If you submit to the Platforms any communication, idea or materials which may attract copyright or other intellectual property rights you agree that this shall become Westgate' property. You agree that anything you submit shall not infringe any right of any third party, nor contain anything libelous or otherwise unlawful, abusive or obscene nor constitute an invasion of privacy. You agree that you are and shall be personally responsible for your use of the Platforms. If we determine that you are, or have been, engaged in activities which are unlawful, abusive, obscene or constitute an invasion of privacy, we may deny you access to the Platforms at any time.
You must not establish any link to the Platforms to suggest any form of association, approval or endorsement on our part where none exists or establish a link from any website that is not owned by you. The Platforms must not be framed on any other site, and you may not create a link to any part of the Platforms other than the home page.
While we endeavour to verify the accuracy of any information we place on the Platforms, we make no warranties (whether express or implied) in relation to its accuracy. The Platforms are provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Platforms, or any transaction that may be conducted on or through the Platforms, including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.
We make no warranty that the Platforms will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Platforms. We will not be responsible or liable to you for any loss of material uploaded or transmitted through the Platforms.
The Platforms may contain links to other websites or applications which are not operated by Westgate London or information on services provided by third parties. When you activate or utilise any of these you will leave the Platforms and we have no control over, and will not accept any responsibility or liability in respect of the material on any website or application or any service provided by a third party which is not under our control.
2. Westgate London Account, Personal Information and Security
When you register for a Westgate London Account, you agree that:
a) The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete; and
b) If any of your information changes (for example you change address), please let us know by updating your Westgate London Account online or contacting our Customer Services team (also available on chat facility provided).
c) You agree to provide us with proof of identity upon request and in all cases to verify your account. This includes but not limited to photo ID e.g Passport or Driving licence and most recent utility bill.
You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
You are responsible for keeping your Westgate London Account and Personal Information confidential. Please notify us immediately of any unauthorised use of your Westgate London Account or Personal Information and, any breach of security or misuse, or suspected breach of security or misuse of such. Please ensure that you sign out from your Westgate London Account at the end of each session if you use a shared computer. We will not be liable for any loss or damage arising from your failure to comply with this clause.
3. Our Services: Westgate provides website features and other products and services to you when you visit our websites, use our devices, apps and networks. Our offer includes allowing you access to content for content creators, retailers, boutiques and brands from fashionable cities worldwide. In addition we allow third party sellers to list and sell their products.
Whilst Westgate as a service provider facilitate transaction that are carried out on Westgate websites, Westgate is neither the buyer nor the seller of the sellers items. Accordingly, at completion of purchase, the contract formed is between the buyer and seller. Westgate is not a party to this contract nor assumes any responsibility arising out of or in connection with it nor is it the sellers agent. Because we want to facilitate a safer buying experience for the buyer, Westgate provides the Westgate Money back guarantee
We will take all reasonable care to ensure that all Product Descriptions are correct. We have made every effort to display as accurately as possible the appearances, colours, textures or finishes of our Products. What you see will depend on your computer equipment, screen or monitor and we are therefore unable to guarantee that a Product's images are an accurate representation of the actual merchandise. Please refer to our Returns Policy if you are unhappy with your Order.
Products are subject to availability and Products that are in your basket are not reserved and can be purchased by other Users. We will do our best to remove any Products which have sold out at the earliest opportunity. As there is a delay between the time when your Order is placed, and the time when the Order is accepted, the stock position relating to a particular Product may change. If a Product you have ordered becomes out of stock after we have accepted your Order, then Westgate London shall not be liable to you for being unable to provide that Product. If such a situation arises, then we shall notify you as soon as possible. You can choose an alternative item or will be refunded and not charged for the out of stock Product.
If, due to unforeseen circumstances or in the event of supply difficulties, it is necessary to substitute a Product (please note that this includes perishable Products supplied as part of a hamper), the Product will be of equal or greater value than that which it replaces, albeit at no extra cost to you. If you receive the substitute Product and do not want to accept it, then we will reimburse you for the cost and return of that Product.
We endeavour to ensure that all Products on the Platforms are available at the same price in all our platforms. However, from time to time we may offer additional discounts for purchases made via the Platforms that do not apply elsewhere, or vice versa.
Any coupon, discount, offer or promotional discount (the “Promotion”) offered on the Platforms are non- transferable and valid only for use as part of a purchase made via the Platforms, unless otherwise stated and subject to availability. No cash alternative will be offered on any Promotion. The Promotion cannot be used in conjunction with any other coupon, offer or promotional discount and it must be redeemed by the date published (if applicable and provided).
Product prices shown on the Platforms are in British Pounds, US Dollars, Euro, or such other currency as we may offer from time to time and are inclusive of UK value added tax ("VAT") (where applicable), at the appropriate rate. Where you have requested delivery of your Order to an EU country, the total cost of your Order will include VAT. Where you have requested delivery of your Order to a non-EU country, the total cost of your Order will not include UK VAT. However, it may include any taxes, duties, fees, levies or other charges levied by that non-EU country, which will be added to your Order at checkout and paid on your behalf by Westgate London to the relevant local customs authorities. Product prices shown on the Platforms (irrespective of which currency you choose to pay in) may change from time to time. Please also be aware that the price of a Product may change at checkout if it is subject to any taxes, duties, fees, levies or delivery charges applied in the country you have selected for delivery of your Order.
Although we try to ensure all our Products' prices displayed in the Product Description are accurate, errors may sometimes occur. If we discover an error in the price of a Product we shall be under no obligation to accept or fulfil an order for this Product at the incorrect price and reserve the right to cancel such an order that has been accepted or is in transit. You may wish to pay the difference in price.
You will be the importer for the international delivery of your Order (i.e. any Order delivered to a country other than the UK). Therefore, before placing an Order, it is your responsibility to check that the Products you are planning to import comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your Order. If any customs requirements apply or charges are due, you agree to be responsible for these.
6. Product Restrictions
There may be instances where due to restrictions (legal or otherwise) or practices in relation to a Product, we are prevented from being able to deliver it to you (for example age- or country-restricted products such as alcohol). Westgate London shall not be held liable in relation to any Product that we are unable to sell or deliver to you as a result of such restrictions. Please refer to the Product Description of your selected Product(s) to see if any restrictions apply. In the event that a restriction is enforced after you have placed your Order with us, we will do our utmost to notify you as soon as reasonably practicable.
If you place an Order for any Products which are age-restricted, you warrant that you meet the age requirement for that Product, for example over eighteen (18) years to place an Order for any product. It is an offence to buy or attempt to buy age-restricted Products if you are under age or to purchase such Products for someone else who is under age.
We reserve the right not to sell or deliver any age-restricted Product to anyone who is, or appears to be, under the required age. If you have purchased an age-restricted Product and have ordered it using the Westgate' 'Click & Collect' service, proof of ID may be requested upon collection of that Product.
7. Order Process
The technical steps to place your Order and create a contract of sale between you and Westgate London are, as follows:
a) You place an Order on the Platforms by pressing the 'Buy Now' button at the end of the checkout process. You will be guided through the process of placing an Order by a series of simple instructions on the Platforms.
b) We will send you an email confirming your Order which will detail the Product(s) (including their Product Descriptions) that you have ordered. This email does not constitute an acceptance of your Order by us and a contract does not exist between us at this point.
c) As your Order is shipped by us or a third party, we will send you a dispatch confirmation email. Please note, that we may also send you an SMS to notify you that your Order has been dispatched. Alternatively, in relation to our Store Connect ™ 'Click & Collect' service, we will send you an email (as well as possibly an SMS) to confirm that your Order is ready for collection. Upon sending either of these emails, your Order will be taken to have been accepted by us unless we have notified you that we do not accept your Order, or you have cancelled it.
d) Subject to us having accepted your Order, we will then arrange for delivery of it to you at your nominated address as quickly as possible. Unless otherwise agreed, your order will be delivered within 30 working days (as far as applicable) or we will make it available for collection through our Store Connect™ Click & Collect service.
Your order is subject to the jurisdiction where the parent company are ultimately registered, this is outside of jurisdiction of United Kingdom. Your Order will be complete and the Product(s) in your order will then be owned by you (and so risk of loss or damage to such) will pass to you in the first instance of either of the below taking place:
a) the date on which we receive payment in full for the Product(s); or
b) the date and time of collection of it from a 'Click & Collect' collection point, in a Westgate London store or delivery by us to your nominated address, safe place, neighbour or as specified by you to our delivery partner. The Order is your responsibility from the time the delivery is made to the address or safe place you gave to us.
We shall be entitled to supply Products ordered as part of one Order separately. This may mean that Products are dispatched or available for collection separately. There may be certain circumstances where we can supply only part of an Order.
Non-acceptance of your Order (or parts of your Order) may be due to any one or more of the following non-exhaustive reasons:
a) A Product you ordered is out of stock;
b) We are unable to obtain authorisation for your payment;
c) We have identified an error with a Product Description, including but not limited to a pricing error;
d) You do not meet the eligibility requirements as specified in these Terms and Conditions;
e) There is a system or procurement failure;
f) You fail our customer validation checks;
g) There are restrictions (legal or otherwise) or practices in relation to a Product which prevent us from being able to sell or deliver it to you; or
h) We believe you are generating orders for commercial, defamatory or malicious gain and not personal use;
We reserve the right to cancel your Order even after we have accepted it, for any of the reasons listed in these Terms and Conditions.
8. Payment and payment methods on the Platforms
Westgate London has subcontracted certain aspects of its website operation including payment processing to third parties, we do not accept liability for any payments or refunds to customers. You can currently pay in British Pounds, US Dollars, Euro or such other currency as we may accept from time to time.
We accept payment for Orders by Maestro, MasterCard, Visa, Visa Debit, American Express, Solo, Electron, bitcoin, gift cards and e-vouchers. Gift cards and e-vouchers can only be used for orders in British Pounds.
If you choose to pay for your Order using a payment card with a currency denominated account that is different from the currency you are paying in, your payment card will be charged in the payment currency at the foreign exchange rate applied by your relevant payment card provider or bank at the time of processing your Order. Your international payment card provider or bank will determine the foreign exchange rate and may add an additional processing or administration charge which you will be liable to pay.
By placing your Order and making an offer to buy a Product, you authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time and this may include verification checks involving your debit or credit card number or credit reports in order to authenticate your identity; to validate your credit card; to obtain an initial credit card authorisation; to protect you and us from fraud; and to enable us to arrange delivery of your Order to your nominated delivery address.
9. Bitcoin, Gift Cards and e-vouchers
Westgate London Bitcoin, gift cards and e-vouchers can be exchanged for products on our website, and can also be used to purchase Products via the Platforms or through an appointed agent or by our customer service chat facility.
The minimum amount to activate a Westgate London’ gift card is ten pounds (£10.00). A gift card or e-vouchers cannot be exchanged for cash or refunded. If the Products purchased online total less than the value of your gift card, any balance will be left as credit for you on your gift card. If the Products purchased online total less than the value of your e-voucher, then it will not be possible to process your Order and you will receive an error message. You can only use your e-voucher once and the total value of the Products you are purchasing must be equal to or greater than the value of the e-voucher.
When redeeming a gift card via the Platforms or over the telephone, you will be required to give the serial number on the gift card, and the online security code which is revealed by scratching off the holographic panel on the gift card. In relation to an e-voucher, in order to redeem this via the Platforms, you will need to enter both the registered email address to which the e-voucher was originally sent, as well as the serial number appearing on the e-voucher itself.
9.4 You should treat your gift card as cash – we cannot replace lost or stolen gift cards or refund the balance of a gift card used without your permission. If your gift card becomes accidentally damaged or if you have any issues with using your gift card or e-voucher, please contact our ' Customer Services agents online.
Westgate uses third party for delivery services. You must provide us with complete and accurate delivery address information. For the avoidance of doubt, this includes not only the address that your Order is going to, but also the name of its recipient. We will not be liable for the delivery of your Order as a result of you supplying us with incomplete or inaccurate information. Parcels may require a signature and identification on delivery.
Please note, if you choose to use any of our delivery partners’ personalised services (including but not limited to having your parcel delivered to a neighbour or left in a safe place), Westgate London shall not be held liable for any items which are lost, damaged or delayed.
We will make every effort to deliver your Order within the estimated timescales. However delays are occasionally inevitable due to unforeseen factors or events outside our control, for example, material shortages, travel or transportation disruption, import delays or higher-than-anticipated demand. Westgate London shall not be liable for any delay or failure by us to deliver your Order within the estimated timescales as a result of such delays. Please note that delivery of your Order may take longer during sale or other busy periods.
For the full list of countries that we currently deliver to, please see our international delivery section. You may select the international delivery option at the end of the checkout process, and by specifying a delivery address outside of the UK. We may notify you of the international delivery charge(s) applicable to your Order at checkout and the amount will be added to the total amount of your Order. Delivery lead times of your Order to an international address will vary according to its destination. Please see our Dispatch and Delivery section for more information.
Customers who purchase certain Products (for example Cartier, De Beers, Bulgari, Chopard and/or Chanel Fine Jewellery & Watches Products) on the Platforms have the option of either collecting these Products from their respective boutiques, stores or having them delivered via our chargeable courier service.
Whilst our authorised courier will make every effort to deliver your Order within the estimated timescales delays occasionally occur and in such circumstances Westgate London shall not be liable.
b) Upon these Products being delivered to your UK delivery address please make sure that either you or a relative with the same surname are available to receive and sign for the Products and that you or your appointed relative have suitable identification in the form of a passport or photo driving licence. In the event that you or your appointed relative cannot provide our authorised courier with a suitable form of identification then our Customer Service Team will contact you to arrange an alternative delivery date to receive these Products.
11. Westgate London STORE CONNECT™ 'Click & Collect' (In Development)
Westgate London store 'Click & Collect' is a complimentary collection service available in all our partner locations and stores. Orders placed using our 'Click and Collect' service will be treated as a UK Order and will include UK VAT.
The Westgate London partner store 'Click & Collect' service allows you to choose a collection date up to fourteen (14) days in advance of when you would like to collect your Order. You can choose your date for collection at checkout. We can only offer next-day collection from 12pm on Orders placed before 10pm on the previous day. However, please note that for certain Products or during busy periods, it may not always be possible to offer you next-day collection. In such circumstances, we will show you the earliest available collection date for your Order at checkout.
We will make every effort to make your Order available for collection within the estimated timescales. However delays are occasionally inevitable during sale or other busy periods or due to unforeseen factors or events outside our control, for example, extreme weather, a flood or fire. Westgate London shall not be liable for any delay or failure to make your Order available for collection within the estimated timescales.
After you have received an email from us notifying you that your Order is ready for collection, please collect your Order from the designated collection point in the relevant partner store where you asked for your Order to be sent. Please see your 'Ready to Collect' email for details of where the collection point is located.
When collecting your Order from a store please make sure that you bring either a valid passport, driving licence or the payment card that you used to place the Order. Please also bring your 'Ready to Collect' email or Apple Wallet confirmation. For Bitcoin, e-vouchers and Gift Card orders you will need to bring a passport or photo driving licence.
With the exception of the circumstances listed in clause 11.7, you can ask a friend to collect an Order on your behalf, but please make sure that they have a copy of your 'Ready To Collect' email as well as their passport or photo driving licence.
If you paid for your Order using Bitcoin, or if your order contains fine jewellery or watches, then orders must be collected by yourself. There are also certain Products which you will be required to collect from the relevant brand boutique, these include clothing, accessories, fine jewellery and watch brands
We are unable to offer the 'Click & Collect' service on certain Products.
If you fail to collect your Order within seven (7) days of your collection date, your Order will be returned and will no longer be available for collection. Please note that in relation to certain Products this period may be shorter and we would advise that you check a Product's Description for further details. If you fail to collect your Order within the set period of time then we will automatically refund the original purchase price of your Order. Please refer to our Returns Policy for more information.
You have a statutory right to cancel your contract of sale at any time up to fourteen (14) days after the day on which you receive your Order. If you place an Order for several Products and they are delivered separately then your fourteen (14) days will start the day after you receive the last Product in your Order. You need to return the item within twenty eight (14) days after the day on which you receive or collect your Order in order to receive a refund. For information on refunds please see our Returns Policy.
If, for any reason, you wish to cancel your contract before your Order has been dispatched or you have been notified that it is available for collection, then you need to let us know in writing. You can do so by email email@example.com. Once we have received notification from you of your wish to cancel your contract, subject to any monies having been taken from you, provided the items have not been dispatched then we will refund you the original purchase price and delivery charge for your Order within fourteen (14) days. Please note that receipt of refunds once processed on our platform are the responsibility of third party payment processors. For more information, please see our Returns Policy.
It may not always be possible to stop an Order from being dispatched or made available for collection. If you decide to cancel your contract and your Order has already been dispatched or you have been notified that it is ready for collection, then you need to let us know and return the Product within fourteen (14) days from the day after you receive or collect your Order. We may withhold any reimbursement until we have received the Order back or you have supplied evidence of having sent the Order back, whatever is the earliest; where we suspect breach of our terms, we may require additional information before a refund can be processed. You can notify us by using any one of the options identified in clause 12.2 above. Please refer to "How to return an Item" in our Returns Policy.
13. Returns Policy
Customer update: extended sale returns policy due to Covid-19
If you wish to return item(s) purchased online, we are offering a full refund or exchange within 30 days. Unfortunately we are not able to process exchanges for sale items purchased and returned online.
Products must be returned in a saleable condition within thirty (30) days of receiving your Order. Products must be unused and in their original packaging with garment tags and any other security devices or seals still attached and intact when they are returned to us. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the Product, its tags, security devices or seals have been used, removed, broken or tampered with.
Please note that your right to cancel or return a Product does not apply to certain types of Products. The following list provides a non-exhaustive list of the types of Products you cannot cancel or return:
a) Products which are bespoke, have been made to measure, altered, or personalised to your specification;
b) Products bought in-store which are sale items, vintage, pre-owned, up-cycled or second-hand;
c) Event tickets;
d) Unsealed audio or video recordings (such as CDs, DVDs) or unsealed computer software;
e) Unsealed beauty items including toiletries and cosmetics which have been opened, tested or partially used;
h) Fragrance when delivered outside the UK, which cannot be returned due to restrictions on delivering hazardous products;
i) Certain jewellery, watches due to product warranties
J) Face coverings
Where lingerie, swimwear, cosmetics and earrings are protected by hygiene seals, you are required to take reasonable care by not removing the hygiene seals. Refunds will not be provided if the hygiene seals have been removed, broken or tampered with.
Some of our brands, including fashion, shoes, beauty, watches, jewellery, technology have their own policies however this may be subject to change from time to time. Please contact our Customer Services using the online chat facility or by email firstname.lastname@example.org for further details.
Please note that clauses 13.2 and 13.3 do not apply to faulty or incorrectly supplied Products where your statutory rights are unaffected.
How to return an item
Process and payment for returning a UK Order by post
We will pay for the cost of returning any order delivered to you within the UK. If you wish to return your order then please follow the steps below:
a) Register your return on our returns page available online. We will send you confirmation of approval for your return and relevant details. Upon receipt of our confirmation:,
b) Take the delivery note that accompanied with the email or from your Order and fill in the relevant sections to indicate which Product(s) you wish to return. Please be sure to indicate the quantity of a particular Product that you are returning to us as well as the reason for your return. Please select one of the appropriate "return codes" (as described on the delivery note) to indicate the reason for your return. Any packaging, dust bags or authenticity labels must be returned with the Products otherwise we will not be able to refund the Order.
b) Having completed the delivery note, please be sure to include it in your returns package along with the relevant Product(s).
c) Please use the returns address label (or download it online) and attach it to the outside of your returns package. Please note that Westgate London cannot be liable for any Products that go missing as a result of your failure to use this label.
Orders relating to Fine Jewellery & Watches can either MUST be returned by using a courier service whenever possible – if not, any risk, loss or damage to your Order will be your responsibility
Please note: While we offer free returns for all orders, the original delivery cost won’t be included in your refund.
Please note: if you return an item, the taxes and import duties will be refunded to you if they were originally included in the purchase price. If they were not included, you will be responsible for reclaiming duty directly from your local Customs office.
NOTE: You must wait for your return to be approved before sending your parcel. You will also be provided return address and reference number for your parcel. Failure to use the correct address will result in your parcel being delivered to wrong area and therefore we will be unable to process your return.
Process and payment for returning an EU Order (other than a UK Order) by post
If your Order was delivered to you within the EU (other than the UK) and you now wish to return it then please follow steps (a) and (b) as described in clause 13.7 above. After you have done this, please take the pre-paid "Courier Returns Form" and clear plastic envelope (both of which would have been provided in the original package containing your Order). Please then complete relevant sections of the Returns Form and place it inside the clear plastic envelope. Attach the clear plastic envelope, together with the returns address label (found at the bottom of your delivery note) to the outside of your returns package. Please then call your local express courier to arrange a collection time that suits you or drop off to their centre. In order to find your local express courier go to their website.
Should you choose to return your Order through any other process (including a different carrier or postal service), then any cost associated with that, as well as the risk, loss or damage to your Order shall be borne by you.
Process and payment for returning a Non-EU Order by post
If your Order was delivered to you outside the EU and you now wish to return it, please review the delivery note and retrieve the clear plastic envelope found in your Order's original delivery parcel. Please be aware that this delivery note asks for information in order for UK customs to pass your Order through as a return, so it is really important that you complete it accurately and in full. To complete the delivery note, please that ensure you:
a) Identify which Product(s) in your Order you want to return.
b) Cross out any Product(s) you are not returning.
c) For the Product(s) you are returning, fill in the "Quantity returned" and "Return value" fields which are left blank for you (this is in case you purchased a multiple number of the same Product).
d) Fill in the "Return code" field which can be found on the reverse of the delivery note.
After you have filled in the delivery note, place it in the clear plastic envelope that you received your Order and attach it to the outside of your returns package.
If the steps outlined above are not followed, in particular if the delivery note is not completed in full and attached to the outside of your returns package using the enclosed clear document envelope (as described in clause 13.10), this may result in a loss or delay to us receiving your returned Product(s). We will not be able to process a refund until we have received your returns package.
We will pay for the cost of returning any Order that was originally delivered to a non-EU country provided you follow the process outlined in clauses 13.9 and 13.10 above.
Should you choose to return your Order through any other process (including a different carrier or postal service), then any cost associated with that, as well as the risk, loss or damage to your Order will be at your own liability.
For complimentary returns using our chosen courier, take the pre-paid Returns Form" and clear plastic envelope (both included in your original Order package), complete section 2 of the Returns Form, place it inside the clear plastic envelope and attach the clear plastic envelope together with the returns address label (found at the bottom of your delivery note) to the outside of your returns package. Then call your local express courier to arrange a collection at a time that suits you or you can drop it off to their centres. In order to find your local express courier, visit their website and select your location.
You can also return your Order to a Westgate London partner store or collection centres. Please ensure that you bring the delivery note that you got with your Order and your payment card (unless you paid by gift card, e-voucher or Bitcoin) when returning an Order to one of our stores. Please note, the following Orders cannot be returned in store, however they can be returned via our complimentary courier service or by complimentary postal returns:
Please note we will not reimburse any costs incurred by you in returning your Order to one of our stores.
Fine Jewellery & Watches - Returns
Orders relating to certain fine jewellery and watches brands (for example De Beers, Bulgari, Chopard and/or Chanel) Products can only be returned using our nominated courier service.
For those customers returning these items via our complimentary courier service, please follow the steps below:
a) Contact our Customer Service Team by using our online chat facility in order to arrange for our authorised courier to collect your Products on a nominated day
b) Take the delivery note that accompanied your Order and fill in the relevant sections to indicate which Product(s) you wish to return. Please be sure to indicate the quantity of a particular Product that you are returning to us as well as the reason for your return. Please select one of the appropriate "return codes" (as described on the delivery note) to indicate the reason for your return.
c) Having completed the delivery note, please be sure to include it in your returns package along with the relevant Product(s).
d) On the nominated collection date our authorised courier shall collect Products from you and will ask for you to sign and confirm that the Products have been successfully collected.
Returns to third party suppliers
With Store connect ™ items supplied through third party stores and boutiques, can be returned directly to them.
14. Refunds policy
Refunds on UK and EU Orders
Subject to all terms & conditions, Within fourteen (14) days of us receiving your Order back by post, or receiving proof from you that your Order was returned to us, we will refund you the original purchase price and delivery charge for your Order, provided that you return the Product(s) to us in a saleable condition.
Refunds will be issued back to you as follows:
a) If you paid for your Order using a credit or debit card then your refund will be made back to the same card irrespective of whether you return your Order via post or in person to one of our stores. This will appear in your account within five (5) days depending on your card issuer.
b) If you paid for your Order using bitcoin, a gift card or e-voucher and returned it to us via post, then the refund will be made back to you via an e-voucher. Alternatively, if you paid for your Order using a gift card or bitcoin, e-voucher and returned it to one of our stores, then your refund will be given back to you on a gift card.
d) If you paid for your Order using a gift card bitcoin or e-voucher as well as your credit or debit card, then any refund for that Order will be made back in the same amounts to the same payment methods that you used when originally placing your Order, with priority given to your credit or debit card. This means that if you placed an Order for £100 but used a £50 gift card, with the remainder paid for using your debit card, then you will receive a £50 refund to your debit card and a £50 refund to a gift card (if you returned your item to store) or e-voucher (if you returned your item via post). Alternatively, if you bought two items totalling £100 (one being £60 and the other £40) and you paid for these using a £50 gift card, with the remainder paid for using your debit card, then if you wanted to return the item worth £60 this would mean that you would receive a £50 refund to your debit card and a £10 refund to a gift card or e-voucher (subject to how you returned the item to us).
Subject to the delivery option that you selected when first placing your Order (for more information, see Dispatch and Delivery), we will also refund you one of the following:
a) If you chose and paid for Standard Delivery of your Order, then we will refund you the full cost of this.
b) If you chose and paid for either Nominated/Next Day or Same Day delivery of your Order, then it is at our sole discretion as to whether we refund you this delivery charge. At the very least you will be refunded the cost of what the Standard Delivery for your Order would have been.
c) Please note that if you chose our 'Click & Collect' service, there would have been no delivery charge for your Order and so no refund for delivery will be necessary.
d) If you are only returning part of your Order which was delivered to the same address, then there will be no refund for delivery.
In order to arrange for a refund of an original delivery charge (as outlined above), please contact our Customer Services Team using our online chat facility.
Refunds on a Non-EU Order
If you placed your Order online and paid for it to be delivered to a Non-EU country, then within fourteen (14) days of receiving your Order back by post we will refund you the original purchase price for your Order, provided that you return the Product(s) to us in a saleable condition. Please note that we will not refund the original delivery charge or any applicable local customs duties charged to you at checkout and paid to your local customs authority. Certain countries permit refunds of customs duties paid on Products you subsequently return. However, you will need to apply to your local authority to process that.
Promotional discounts and refunds
If a promotional discount applied to your Order originally, then the same discount will be applied to each Product of your Order that you return. This means that you will only be refunded the amount that you originally paid for your Order or any given Product. Further, any free promotional gift given with an Order must also be returned if you are returning the Product(s) to which the gift related. When returning discounted products online, the usual 14-day returns policy applies to allow you time for returning the products.
Note: Westgate London uses third party payment processors for all payments and refunds and we do not accept any liability for delays or no receipt of refunds.
We monitor the number of returns made by customers, and repeated returns will be flagged and may, at our discretion, lead to the closure of your Westgate London Account.
If the fulfilment of an Order (or any aspect of it) would be illegal or unlawful, including by reason of breach of export controls or sanctions rules, or you fail any of our fraud detection or anti money laundering detection checks, Westgate London has the right to stop or cease to fulfil the Order (or part thereof) and could request proof of identification at any time and shall incur no liability in such circumstances.
You have certain rights as a customer, including legal rights relating to faulty or misdescribed goods. For further information about your legal rights in the United Kingdom, contact your local authority Trading Standards Department or Citizen's Advice Bureau. Nothing in these Terms and Conditions will affect these legal rights and, in particular, we will perform our obligations under these Terms and Conditions with reasonable care and skill.
Any Orders delivered to you will be of satisfactory quality. However, if we deliver an Order that is not of satisfactory quality, you can:
a) contact us for a full refund within thirty (30) days of delivery; or
b) contact us for a repair or replacement.
We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms and Conditions for any direct, special, incidental, indirect or consequential damages including loss of profit, loss of opportunity or any losses related to any business including (without limitation) lost data, earnings or business interruption that result from the use of, or the inability to use, the material or Content on the Platforms, a Product, or the conduct of other Users of the Platforms, even if Westgate London has been advised of the possibility of such damages.
You agree to fully indemnify, defend and hold harmless Westgate London, our agents, officers, employees and suppliers, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of these Terms and Conditions by you or any other liabilities arising out of your use of the Platforms, or the use by any other person accessing the Platforms using your Westgate London Account and/or your Personal Information.
Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our agents or employees.
We may change these Terms and Conditions at any time. If any clause of these Terms and Conditions shall be deemed unlawful, void or for any reason unenforceable, then that clause shall be deemed severable from the Terms and Conditions and shall not affect the validity and enforceability of the remainder of these Terms and Conditions which shall continue to have full force and effect.
We will not be responsible to you for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control.
If you breach these Terms and Conditions actions we may take could include payment hold up to 180 days and if we take no action we will still be entitled to use our rights and remedies in other situations where you are in breach. No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any clause of these Terms and Conditions.
The Platforms may only be used for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Platforms and any transactions conducted on or through the Platforms. These Terms and Conditions are governed by the jurisdiction where the parent company and its intellectual property is ultimately registered and the application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded. We both agree to submit to the jurisdiction of that court.
The provisions of the Contracts (Rights of Third Parties) Act 1999 are expressly excluded from these Terms Conditions such that no third party may claim any rights under these Terms and Conditions.
Dispute Resolution (EU resident customers only). The European Online Dispute Resolution platform www.ec.europa.eu/consumers/odr/ provides information about alternative dispute resolution which may be of interest if there is a dispute we cannot resolve between us. For more information please contact Customer Service.
Applicable laws require that some of the information or communications we send to you should be in writing. When using the Platforms, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on the Platforms. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.
These Terms and Conditions govern our relationship with you and supersede any and all preceding and contemporaneous agreements between you and Westgate London. Any waiver of any provision of the Terms and Conditions will only be effective if in writing and signed by a officers of Westgate London. You confirm that, in agreeing to accept the Terms and Conditions, you have not relied on any representation save insofar as the same has expressly been made a clause of these Terms and Conditions and you agree that you shall have no remedy in respect of any representation. Your statutory tights are not affected by these Terms and Conditions.
17. Comments and Complaints Procedure
Please contact us if you have any comments or complaints by contacting our Customer Services team by email email@example.com or using our online chat facility. We will always endeavour to resolve any dispute as swiftly as possible.
18. Our details
Westgate London and westgate-london.com, (website), its parent company and Intellectual properties are registered outside of jurisdiction of England and is part of a group (where applicable) details are available on request and will be published online as quickly as possible. It’s contact office in the UK is Return centre, London SW6 9PB or contact us. Our Locations: UK. Europe. Asia. US. Nigeria