Guylian UK Shop

Customer Service

Shipping & Delivery

Deliveries are made exclusively to addresses within the UK.

The standard delivery period for orders within the UK is 3 to 5 working days (Mondays to Fridays only, excluding public holidays) from the receipt of your order.  Orders will be dispatched within 2 working days of receipt and then delivered by Royal Mail within 3 days from date of dispatch. In most cases the order will not fit through the letterbox so due to the nature of the product we advise that you send the parcel to an address where someone will be present to accept the order to avoid any failed deliveries and / or collection from your local depot.

As we dispatch goods through an external service provider, delays out of our control may occur during peak delivery times, such as Christmas. We always aim to get your order to you as quickly as possible but please order in good time. Moreover, in cases of Force Majeure Events and/or of any other events beyond our control we have the right to extend delivery periods. Every effort will be made to notify promptly in this regard.

The cost of a standard delivery is £3.50 for all orders, regardless of order value.

Privacy & Security

Collection and use of personal information

We collect and maintain personally identifiable information about you, which might include but is not limited to your name, address, email address, telephone number and fax number ("Personal Information").  We obtain your Personal Information from the following sources:

•if you voluntarily provide us with information by filling in forms on any of our websites to this privacy policy (together the "Sites" and each a "Site").  This may include information provided at the time of placing an order to purchase our goods, subscribing to our newsletter and/or any correspondence with us. .

•Your commercial transactions with Guylian.

•Your browser, when you visit our Sites and your browser interacts with us.  This information may be processed by us using analytics tools such as Google Analytics (for further information, see the explanation set out underneath the heading "Cookies" below).

We use the Personal Information to enable us to ensure that the content of our Sites is presented in the most effective manner for you and your computer, to provide you with information, products or services that you request from us or which we feel may interest you (where you have consented to being contacted for such purposes), to carry out obligations arising from any contracts entered into between you and us, to allow you to participate in the interactive features of our service and to notify you about changes to our service.  You have the right to ask us at any time not to contact you by way of direct marketing.  You can do this by contacting us (see contacts above). 

Sharing personal data

We do not give out any of your Personal Information to third parties except as set out below.
We reserve the right to release Personal Information when we believe that release is appropriate in order to comply with the law, or to enforce our Terms of Use, or to protect the rights, property or safety ofGuylian, our customers or other third parties.
We may pass the Personal Information that you have given us to other members of theGuylian group and our affiliates for any business purpose.  
We do not sell your Personal Information to third parties.  However, we may release Personal Information if we acquire new businesses and/or sell all or part of the business (Personal Information may be one of the business assets transferred to the purchaser).

Protection of personal information

We will take all reasonable precautions to ensure that all the Personal Information that you have submitted via the Sites remains confidential.  We have strict security procedures regarding the storage and disclosure of Personal Information.  Where you have chosen a password to access certain parts of our Site, you are responsible for keeping this password confidential.  We ask you not to share the password with anyone. 
The Personal Information that we collect from you may be transferred to, and stored at, a location outside the European Economic Area ("EEA").  It may also be processed by staff operating outside the EEA who work for us or one of our suppliers.  Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. Belgium is one country to which the Personal Data we collect from you may be transferred to and Belgium is deemed by the European Community Commission as providing adequate protection for the rights and freedoms of individuals in relation to the processing of information about them.  Where Personal Information is transferred from a location inside the European Economic Area to another location outside the European Economic Area, we will ensure that the transfer and subsequent processing complies with the requirements of the Act.  By submitting your Personal Information you agree to this transfer, storing or processing of your Personal Information.  We will take all reasonable steps to ensure that your Personal Information is treated securely and in accordance with this Policy.

Your rights

You have the right to access the Personal Information which we hold about you. You are also entitled to correct any errors in your Personal Information.  It is your responsibility to ensure that we have the correct contact information.  This will enable us to provide you with the best service possible.
If at any time you wish your Personal Information to be completely removed from all our systems, or if you just want to update any Personal Information we have about you, please contact us. Please note, however, that we require certain key information from you in order to provide you with the services that you require and if you ask us to remove all or part of such information you may no longer be able to use or access this Site or parts of it.

Cookies

Cookies are text files which may be stored on your computer's hard drive or other device when you visit our Site to make essential features of our Site operate, to personalise or customise your browsing experience and/or to provide information to us about you and your use of our Site during that particular browsing session and, in some cases, to remember particular settings or browsing history for your next browsing session on our Site.  To find out more information about cookies in general, please visit www.allaboutcookies.org

 When you use the Site for the first time, the cookie which is essential to make our Site operate will have been set, but the other non-essential cookies for tracking your visit will not have been set, unless you agreed to those cookies being set at the time.  If you have agreed to accept cookies then our Site will remember this and continue to set cookies each time you visit.  If you do not want a cookie to be stored, then you can select the appropriate options on your web browser to delete some or all cookies and when you visit the site again, please do not agree to let cookies be stored on your device. 

Please note, however, that if you block some or all cookies (including essential cookies) you may not be able to use or access all or parts of our Site.

Terms & Conditions
1) Registration

You can but you are not required to register with Guylian when ordering goods through the online shop. If you do not register with Guylian you can place orders using the “Guest” status. You agree to submit full and accurate data in order for Guylian to process and transact your order. This data will be stored and processed by Guylian. Using the password selected upon registration, you can retrieve and alter your data at any time. Guylian recommends that you regularly check and update your data. Guylian keeps this data secure and treats it confidentially in accordance  the Privacy Policy.

2) Your Status

By placing an order through the Guylian online shop, you warrant that you are at least 18 years of age and legally capable of entering into binding contracts. You also warrant that you are a resident of the UK and are accessing this website from the UK.

3) Offer and Contract Conclusion

The product description specified at our online shop is merely an invitation to place an order and does not constitute a binding quotation for concluding a contract.

You may choose from the range of products at the Guylian online shop and place the selected items in a shopping cart by clicking on “Add to cart”. By clicking on “Confirm Order”, you make a binding offer to buy the goods in your shopping cart. Before completing the order, you will have the option to check and alter the details at any time, such as e.g. quantities, delivery and billing address, etc.

Following receipt of your order by Guylian and full payment of the goods,Guylian will send you an email confirmation. The contract between you and Guylian is brought about with this confirmation, or – if no confirmation is issued – on delivery of the goods to you. All orders are subject to acceptance by Guylian. If Guylian is unable to supply the goods ordered through no fault of its own, for example because its own suppliers have failed to perform and/or failed to punctually perform their contractual obligations towards Guylian, Guylian is entitled to withdraw from the contract with you. In any such event,Guylian shall immediately refund any payments already made. Any claims beyond this are excluded in their entirety.

In the event of any errors occurring in the product specifications provided at our online shop despite careful verification by Guylian,  instead of accepting the order, Guylian shall submit an alternative offer to you which you can accept or decline at your discretion.

The contract will be concluded in the English language.

4) Customer Rights

If you are contracting with Guylian as a customer, you may cancel a contract at any time within 7 working days, beginning on the day after you received the goods. In this case, you will receive a full refund of the price paid for the goods in accordance with the refunds policy set out in these terms and conditions.

The address for returns is Guylian UK, Unit 1 Holland Way Business Park, Holland Way, Balndford Forum, Dorset, DT11 7TA.

To cancel a contract, you must inform Guylian in writing in accordance with the requirements of these terms and conditions. You must also return the goods to Guylian immediately, in the same condition in which you received them, and at your own cost and risk. You are legally obliged to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, Guylian may have a right of action against you for compensation.

5) Delivery and Availability of Goods

Goods are delivered as illustrated at the Guylian online shop subject to minor alterations to packaging.

The standard delivery period for consignments within the UK is dispatch of all items within 3 to 5 working days (Mondays to Fridays only, excluding public holidays) of receipt of order. Orders will then be delivered the next working day (from dispatch) before 5pm. Since we dispatch goods through an external service provider, delays may occur depending on processing times. Moreover, in cases of Force Majeure Events and/or of any other events beyond our control (see "Events beyond Guylian control" below), we have the right to extend delivery periods. You will be notified promptly in this regard.

6) Minimum Orders

There is no minimum order value from our online shop but delivery charges will be applied (unless promotional conditions apply).

7) Terms of Payment

The price of any goods will be as quoted on our site from time to time, except in cases of obvious error.

The prices on the Guylian website include VAT but exclude delivery costs, which will be added to the total amount due.

Prices may change from time to time, but changes will not affect orders that have already been confirmed .

You can select your online payment method . Purchase prices are net prices on the date of contract conclusion and are payable without deduction. For payments made online, the maximum order value is £1000.00.

Vouchers may be redeemed up to their face value by entering the code indicated on the voucher. For orders amounting above the value of the voucher, the excess amount is payable in accordance with the aforementioned paragraph.

8) Shipment

Deliveries are made exclusively to addresses within the UK.

Shipment is subject to a delivery charge to addresses within the UK.

9) Guarantee

We guarantee the highest quality for our products, but you are requested to inspect the goods immediately and ensure they correspond to the order placed. Any obvious defects such as damage, breakage or incorrect quantities must be reported immediately  in writing  and the defective product must be returned to Guylian UK, Unit1 Holland Way Business Centre, Holland Way, Blandford Forum, Dorset, DT11 7TA.

If the ordered goods are defective, you are entitled to request a substitute delivery (post-performance) from Guylian. If post-performance fails, you are entitled to withdraw from the contract or receive a discount on the purchase price. (In the event of a withdrawal Guylian shall refund the purchase price promptly). If you opt for a discounted purchase price, Guylian shall refund the discounted amount promptly.

When you returns goods to us:

(i) because you have cancelled the contract with Guylian within the 7 day cooling-off period,Guylian will process the refund due to you as soon as possible and, in any case, within 30 days of the day you gave notice of your cancellation. In this case,Guylian will refund the price of the goods in full, including the cost of sending the item to you. However, you are responsible for the cost of returning the item to Guylian.

(ii) for any other reason (for example, where you have notified Guylian in accordance with clause 19 that you do not agree to any change in these terms and conditions or in any of Guylian's policies, or because you claim that the goods are defective), Guylian will examine the returned item and notify you of your refund via email within a reasonable period of time. Guylian will usually process the refund due as soon as possible and, in any event, within 30 days of the day Guylian confirms to you that you are entitled to a refund for the defective goods. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to Guylian.

Guylian will usually refund any money received from you using the same method originally used to pay for the purchase.

10) Retention of Title

The goods shall be at your risk from the time of delivery. All goods delivered shall remain Guylian property until the purchase price (including delivery charges) has been paid in full.

11) Using Stored Data/ Data Protection

Guylian is fully aware of the importance of data protection and confidential handling of the information you provide via the Internet. We want you to feel secure when you visit our online shop. For this reason, data safety on our homepage is one of our top priorities. We have made tremendous efforts to ensure that our security measures are effective. We also take the privacy of the information and personal data you send us very seriously. For all personal data we are sent during registration or order procedures, in particular payment information, we use secured coding for security.

Guylian complies with the statutory requirements of the Data Protection Act 1998 and all other applicable data protection legislation.

Information about the way Guylian collects and stores the personal data required for handling orders and its scope and purpose is provided in our Privacy Policy.

12) Limitation of Liability

Guylian warrants that any goods purchased from it via the online shop are of satisfactory quality and reasonably fit for all the purposes for which goods of this kind are commonly supplied.

Guylian's liability for losses suffered by you as a result of breaching these terms and conditions is strictly limited to the purchase price of the goods purchased by you. This does not include or limit in any way Guylian's liability:

(i) for death or personal injury caused by Guylian's negligence;

(ii) under section 2(3) of the Consumer Protection Act 1987

(iii) for fraud or fraudulent misrepresentation; or

(iv) for any matter for which it would be illegal for Guylian to exclude, or attempt to exclude, its liability.

Guylian is not responsible for indirect losses happening as a side effect of the main loss or damage, including but not limited to: loss of income or revenue; loss of business; loss of profits or contracts; loss of anticipated savings; loss of data; or waste of management or office time however arising and whether caused by tort, breach of contract or otherwise.

13) Written Communications and Notices

When using this site you accept that communications with Guylian may be by electronic means. Guylian will contact you by email or provide you with information by posting notices on this site. For contractual purposes, you agree to this electronic means of communication and acknowledge that all contracts, notices, information and other communications that Guylian provides to you electronically comply with any legal requirement that such communication be in writing. This condition does not affect your statutory rights.

All notices given by you to Guylian must be given to Guylian UK Ltd, 3 Danebrook Court, Langford Lane, Kidlington, Oxford OX5 1LQ.Guylian may give notice to you at either the email or postal address you gave Guylian when you placed an order, or in any of the ways mentioned in the paragraph above. Notice shall be deemed as received and properly served (i) immediately when posted on the site, (ii) 24 hours after an email is sent, or (iii) 3 days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the course of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified address of the addressee.

14) Events beyond Guylian'scontrol

Guylian will not be liable or responsible for any failure to perform, or delay in the performance of, any of its obligations under a contract that is caused by events outside its reasonable control (a "Force Majeure Event"). Such Force Majeure Events include any act, event, non-happening, omission or accident beyond Guylian;s reasonable control and includes in particular (without limitation) strikes, lock outs or other industrial action; civil commotion, riot, invasion, war, terrorist attack or threat of terrorist attack; fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; impossibility of the use of public or private telecommunications networks; and acts, decrees, legislation, regulations or restrictions of any government.

Guylian's performance under any contract shall be deemed to be suspended for the period that the Force Majeure Event continues, and Guylian will have an extension of time for performance for the duration of that period.

15) Waiver

If Guylian fails, at any time during the term of a contract, to insist upon the strict performance of any of your obligations under the contract or any of these terms and conditions, or if Guylian fails to exercise any of the rights or remedies to which we are entitled under the contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with your obligations. A waiver by Guylian or a default shall not constitute a waiver of any subsequent default. No waiver by Guylian of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with these terms and conditions.

16) Severability

If any of these terms and conditions or any provisions of a contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

17) Entire Agreement

These terms and conditions and any document expressly referred to in them constitute the whole agreement between us and supersede any previous arrangement, understanding or agreement between us, relating to the subject matter of any contract.

The parties acknowledge that in entering into a contract, neither of us relies on any statement, representation, assurance or warranty ("Representation") of any person (whether a party to that contract or not) other than as expressly set out in these terms and conditions.

Each party agrees that the only rights and remedies available to them arising out of or in connection with a Representation shall be for breach of contract as provided in these terms and conditions. Nothing in this clause shall limit or exclude any liability for fraud.

18) Variation of terms and conditions

Guylian has the right to revise and amend these terms and conditions from time to time, such changes will be posted on the Guylian website. You shall be subject to the policies and terms and conditions in force at the time that you order goods from Guylian, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which event it will apply to orders previously placed by you), or if Guylian notifies you of the change to these policies or these terms and conditions before it sends you confirmation of receipt of an order and payment (in which event Guylian has the right to assume that you have accepted the change to the terms and conditions, unless you notify Guylian to the contrary within 7 working days of receipt of the goods by you).

19) Applicable Law and jurisdiction

Contracts for purchasing goods via our site and any dispute or claim arising out of or in connection with them, their formation or subject matter (including non-contractual disputes or claims) shall be governed by English law and shall be subject to the non-exclusive jurisdiction of the English courts. The application of the UN Convention on Contracts for the International Sale of Goods is excluded.