Terms & Conditions

Welcome to Twine Clothing Denstone

By accessing this website you agree to these terms and conditions. If you do not agree to be bound by these terms and conditions you may not use or access this website. The www.twineclothing.co.uk website is provided solely for your personal use. You may not use this website for any commercial purpose.

References in these Terms and Conditions to “we”, “us” and “Twine Clothing” are to Twine Clothing Ltd, Unit 4 Denstone Hall Farm Shop, Main Road, Denstone, Staffordshire, ST14 5HF

1. Online Shopping

1.1 Every care has been taken to ensure that the photographic representation, description and specification of each product is accurate. However, while the reproduction of colours is a close representation, a slight variation in the actual goods may occur. We are therefore unable to guarantee that the product images you see are an accurate representation of the actual merchandise. Before you place an order you should read these terms and conditions carefully as they contain important information about your order.

1.2 By submitting an order to us through our website, you represent and warrant that the payment details provided on your order are valid and correct, and that when your order is accepted and processed by us, payment will be made in full. By placing an order you confirm that you are the person referred to in the Billing details.

1.3 Visitors under the age of 18 should not register with this website or submit any information to us.

2. Acceptance of Your Order

2.1 You can place an order in one of two ways, either online or over the telephone through one of our sales team.

2.2 Non-acceptance of an order may be a result of one of the following:

  • The product you ordered being out of stock – see Product Availability
  • Our inability to obtain authorisation for your payment
  • The identification of a pricing or product description error
  • Failure to meet the eligibility to order criteria set out in the Terms and Conditions
2.3 Online

2.3.1 Shortly after you have placed an order with us by pressing the ‘Place Order Button’ an email will be sent to you acknowledging receipt of your order. This email is not an order confirmation or order acceptance from Twine Clothing. Once your item has been despatched we will send email acknowledgment of the goods despatched along with tracking information. Should you not receive this within 5 business days, please contact Twine Clothing on 01889 591850 (UK only).

2.3.2 Acceptance of an order placed by you online and the completion of the contract between you and Twine Clothing will take place when your order is dispatched, unless you have cancelled the order in accordance with the Order Cancellation instructions set out below.


2.4 Over the Telephone

2.4.1 A member of our staff will be delighted to help you place an order over the telephone, advise you on the range of merchandise we offer on our website and help you with queries about payment.

2.4.2 Contact Twine Clothing on 01889 591850 (UK only / local rate number for BT users only. As mobile and other network call charges may vary, please refer to your service provider for more details).

2.4.3 Where you place an order over the telephone you will be given a customer reference number as an acknowledgement of your order. Your order is not accepted at this stage. We accept your order for an item ordered over the telephone at the point of your order being dispatched and full payment received, unless you have cancelled the order in accordance with the order cancellation instructions set out below.

2.4.4 Telephone calls may be recorded for security and service monitoring purposes.


3. Order Cancellation

3.1 If you wish to cancel your order placed online, or over the telephone, please contact Twine Clothing by:

  • Calling 01889 591850
  • Forwarding your acknowledgement email to us twineclothing.co.uk stating your intention to cancel the order.

Or writing to: Twine Clothing Ltd, Unit 4 Denstone Hall Farm Shop, Main Road, Denstone, Staffordshire, ST14 5HF

  • Alternatively, you may cancel your order by returning the goods along with the completed Returns Form within 7 days of receipt.

3.2 It may not always be possible to stop an order from being dispatched, as we endeavour to process orders immediately. If your order has already been dispatched please return the order following the instructions contained within the parcel. Please note that your right to return goods does not apply to certain products. Further details are set out in our Returns Policy at section 4.

3.3 In order to change the details of your order, you must notify us as soon as possible after your order was placed as we endeavour to despatch orders the same day. Please have the order number and date the order was placed to hand.

If you would like to cancel or amend your order or have any further questions about our cancellations policy please contact Twine Clothing on 01889 591850

4. Returns

4.1 Returns Policy

The Returns Policy is for goods purchased on the website or over the telephone or post.

Unwanted goods may be returned for a refund. Please return them in their original condition, unused (with their original packaging), with all labels and garment tags still attached within 7 working days of receipt of your goods using the Copy of order provided with the goods.

The following items may not be returned: Any Sale Items or items that have been worn/used.

Please ensure you return the goods to us in their original packaging. Although your statutory rights as a consumer will not be affected, the goods are second hand without the packaging and we may not therefore be able to exchange them voluntarily. You can take the goods out of the packaging to try them out, but don’t throw it away and please return it with your goods.

Refunds will be made for the original purchase amount against the original form of tender less postage costs. Please note that in all other cases postage or other return costs will be the customer’s responsibility except in the case of damaged, faulty or incorrectly supplied goods.

When returning goods on which you have received a discount or special offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly this also applies to postage costs. Additionally any free promotional gift issued with an order must also be returned if you are returning those goods.

None of the above terms affect your statutory rights or your rights under the Consumer Protection (Distance Selling) Regulations when goods are faulty or incorrectly supplied. In the unlikely event of this being the case please return the goods to us.

4.2 Returns Procedure

To return unsuitable purchase(s), we recommend that you post the package at your Post Office using a recorded delivery service. We strongly recommend that you retain your receipt from the Post Office until you have received credit for your return. We regret that we cannot be held responsible for non-delivery of returned goods.

All returns should be sent to;
Twine Clothing Ltd
Unit 4
Denstone Hall Farm Shop
Main Road
ST14 5HF

If you would like to discuss the return of any item, or have any further questions about our returns policy please contact a member of our staff on 01889 591850

5. Payment Methods

5.1 We only accept payment for orders in £ sterling.

5.2 We accept payment by Paypal through our website and Mastercard, Visa and Visa Debit over the phone.

5.3 If you choose to pay for an item using a payment card with a foreign currency denominated account, the account will still be taken in £ sterling at the conversion rate applied by the relevant payment scheme at the time of processing your order.

5.4 Please note, we cannot guarantee the security of data which you send us by email. Accordingly, please do not send us payment information using email. For details of the security measures we employ please read our Security and Privacy policy.

5.5 Unless we are fraudulent or negligent we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information you provide us when placing an order.

5.6 Please note that Twine Clothing does not accept cash, cheques, or gift vouchers as payment online or over the telephone.

5.7 When an order is placed, we request authorisation for the value of the order from your bank/card issuer to ensure that the funds are available. If you have any further queries, please contact your bank/card issuer.

6. Pricing Policy

6.1 All prices shown on the website are in £ sterling and are inclusive of VAT, where applicable. Prices may change and offers may be withdrawn at any time.

6.2 UK VAT will be automatically deducted (where applicable) from merchandise dispatched to non-EU countries. The deduction will be made before payment is collected.

6.3 Although we try to ensure all our prices displayed on our website are accurate, errors may sometimes occur. If we discover an error in the price of an item you have ordered we will contact you as soon as possible. You will have the option to reconfirm your order at the correct price or cancel it. If we are unable to contact you, we may treat your order in respect of the incorrectly priced item as cancelled.

7. Product Availability/Information

We feature products on our website that have been carefully selected for Online Shopping. Once an item is sold out it will be taken off the website at the earliest opportunity and may not be available again. Prices of products may change from time to time. If items that you order are out of stock, subject to a delay or the price is higher than that shown on your order, we will try to contact you at the email address or telephone number you provided when placing your order. If we cannot contact you or receive no response to an email we send to you, we will cancel the part of your order that is unavailable or incorrectly priced, and will continue to process the remaining items on your order (where applicable). All items are subject to availability. If, due to unforeseen circumstances, it is necessary to substitute an item, the item will be of equal or greater value than that which it replaces and substitutions will only be made with your prior consent. If a replacement item is of greater value you will be liable to pay for the difference in values.

8. Delivery Information

Please note that the below delivery information applies only to orders placed online through www.twineclothing.co.uk or telephone.

8.1 Delivery Timing

8.1.1 Please note Twine Clothing cannot guarantee specific delivery dates and therefore, please allow up to 5 working days for delivery within UK and 12 working days for Channel Islands and International delivery unless alternative dates are stated in the product description. This is subject to goods being in stock, payment authorisation and you should allow for a longer delivery time during the Christmas and sale periods. We are unable to guarantee delivery earlier than this time frame.

8.2 UK Delivery

Stock permitting, all orders are usually despatched within 24 hours, although most parcels are sent the same day (Monday to Friday) most arrive with UK customers within 2 working days. In the event that an item is out of stock, we will notify you and you may consider the following options;

  • Cancel your order & we will refund you
  • Choose an alternative from stock
  • We can despatch your order as soon as we receive new stock

Standard Delivery

Cost £2.95 per delivery address for deliveries Monday to Friday only. Please allow 7 working days for your delivery.

Next Working Day Delivery

Cost £8.95 per delivery address. This guarantees delivery of your order next day providing we receive your order before noon on Monday to Friday.

Saturday Delivery

Cost £11.95 per delivery address. This guarantees delivery of your order on a Saturday providing we receive your order before midnight on Thursday.

8.3 International Orders

Cost £12.00 Europe £15.00 Worldwide per delivery address up to 2kg. We provide a secure and fully insured delivery service to most International destinations via Royal Mail International Signed Delivery.

If the delivery weight is in excess of 2kg we will contact you for your approval to confirm any extra cost due to weight. We try to keep this charge to a minimum.

We send by certified and insured airmail, the parcel requires a signature on arrival. If you are not at home the parcel is left at the Post Office for your collection, the Postman should leave a card through the door to inform you.

If the parcel is not collected by a certain date it is returned to us, in this situation we do not refund the shipping charge, and we charge to resend the parcel. We will email you as soon as the parcel is posted.

We expect most European parcels to take around 3-4 days, Rest of World around 7-9 days although we like to leave 14 days.

If you think a parcel is taking too long please contact us.

NB: There may be customs duties payable we have no control over these charges. We understand for USA at present any gift item under $200 is free of customs duties.

Please contact us for any further information.

9. The Website

9.1 We may change the Twine Clothing website and correct or update information (including product information) on it or change these terms and conditions at any time without notice.

9.2 Except in relation to the description of products and services available for order from our website, we do not guarantee and are not responsible for the accuracy of any information provided on the website.

9.3 You may access and use the website for your personal, non-commercial use. Provided you retain all copyright and proprietary notices, you may:

9.3.1 retrieve and display the content of the website on a screen;

9.3.2 print copies of the content for your own personal use; and

9.3.3 store the content in electronic form (except that you may not store it on any server or other storage device connected to a network).

9.4 You may not use this website or its contents:

9.4.1 for commercial purposes;

9.4.2 for resale purposes including the systematic extraction and/or re-utilisation of any part of the contents of this website (eg. item listings, descriptions, prices);

9.4.3 to download (other than page caching) or modify the website, or any portion of it;

9.4.4 to interfere with or disrupt any network or web site connected to this website or gain unauthorised access to other computer systems;

9.4.5 to interfere with the enjoyment or use of the website by any other person;

9.4.6 for any purpose which is unlawful.

9.5 In addition you may not in relation to this website, use any:

9.5.1 data mining, robots, or similar data gathering and extraction tools;

9.5.2 framing techniques to enclose the trade marks, logos and other proprietary images, text layouts and formats which we use on the website;

9.5.3 meta tags or any other “hidden text” which uses our name or trademarks.

9.6 Using this website does not give you permission to link to it or to use any of the trade marks, designs, get-up and/or logos contained within it.

9.7 We do not represent or warrant that the material contained in the website, any of the functions of the website and the server will operate without interruption or delay or will be error-free, free from defects, viruses or bugs or compatible with any other software or material. The website is provided “as is”. Accessing the website is entirely at your own risk.

9.8 You must not transmit through or to our website any defamatory, threatening, obscene, distressing, harmful or pornographic material or material which may infringe upon the rights of others (including intellectual property rights, rights of confidentiality or rights of privacy) or which does not comply with all relevant laws.

9.9 This website and its content including all text, graphics, logos, button icons, images, data compilations and software used in connection with this website, is our property or that of our suppliers and is protected copyright, trademarks, database rights and other intellectual property rights.

9.10 This website may include links to third party web sites (“Third Party Site(s)”) from time to time. You acknowledge and agree that we will not be responsible for the availability of such Third Party Sites and will not be responsible or liable for any content or services available from such Third Party Sites. You should check the privacy statements and terms and conditions of use of Third Party Sites accessible from this website.

10. Liability & Indemnity

10.1 We do not exclude or limit our liability or the liability of any other person for fraudulent misrepresentation or for death or personal injury resulting from our or their negligence. Except as set out above and in relation to our contractual obligations to supply goods and/or services following acceptance of orders placed on our website, neither we nor any of our agents, affiliates, directors, employees or other representatives will be liable in contract, tort, negligence or otherwise for any loss or damage whatsoever in any way connected with your use or misuse of the website or customer services. We shall not be liable for any indirect, or consequential loss of whatever nature, including damage to software or hardware, loss of data, damage for loss of business, loss of profits, or any other indirect or consequential loss arising out of or in connection with your use of the website or customer services (including without limitation, any such loss arising out of or in connection with any order placed on the website or through the Order line, whether or not accepted by us).

10.2 You agree to indemnify us and our agents and officers, directors and employees, immediately on demand, against all claims, liability, damages, costs and expenses, including legal fees, arising out of any breach of these Terms and Conditions by you.

10.3 We may terminate your use of the website immediately if we consider that you have breached these Terms and Conditions.

11. Privacy & Communications

11.1 When you place orders online or by telephone, we collect certain personal and transactional information (eg name, address, email address, credit/debit card details) from you. For details on how we use this information, please read our Security and Privacy policy.

11.2 To fulfil our obligations to you under these Terms and Conditions we communicate with you by email and by posting notices on the website. You agree to receive communications from us electronically in this way and that electronic communications will satisfy any legal requirement for communications to be in writing.

12. Jurisdiction

12.1 The website and telephone Order line are controlled and operated in the UK. These Terms and Conditions and all matters connected with any order you place on our website or over the telephone are governed by English law and you agree to submit to the exclusive jurisdiction of the English courts in relation to all matters connected with or arising out of the website or your use of customer services or any order you place on the website or through the Order line.

13. General

13.1 We may change these Terms and Conditions at any time. If any of these terms and conditions are invalid or unenforceable, the remainder of these terms and conditions shall continue to have full force and effect.

13.2 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.

13.3 If you breach these Terms and Conditions and we take no action we will still be entitled to use our rights and remedies in other situations where you are in breach.

14. Customer Support

14.1 Please contact Twine Clothing on 01889 591850 or Email: twineclothing@gmail.com