Returns policy

This does not affect your statutory rights as a consumer. Please rest assured we will always try our very best to ensure customer satisfaction and make sure your buying experience with us is a pleasant and happy one after all happiness is what Christmas is meant to bring.

 

Dissatisfaction caused by Christmas on the Lakes

We do everything we can do to ensure we send you the gifts you require in perfect condition by the date you require them. However, sometimes things can go wrong. If you are dissatisfied with any aspect of your order or customer service experience, and the problem is our fault or the fault of one of the companies we use to ship your order to you, we will take steps to resolve the problem entirely at our own expense.

 

Damaged goods – please inform us within 14 days

Please contact us by phone (01539 422210) or email [email protected] within 14 days of receipt of your order. Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement.

We will need you to explain clearly which item or items are damaged and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense please contact us to arrange a return.

Please return your item/items within 28 days of our requesting their return.

 

Incorrect or missing goods – please inform us within 14 days

Please contact us by phone (01539 422210) or email [email protected]sontheLakes.com within 14 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 14 days will invalidate your right to any refund or replacement.

If we have sent you the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and ask you to return any goods you were sent in error. Please contact us to arrange a return.

Please return your item/items within 28 days of our requesting their return.

 

 Goods not as described – please inform us within 14 days

Please contact us by phone (01539 422210) or email [email protected] within 14 days of receipt of your order. Failure to report goods not as described within 14 days will invalidate your right to any refund or replacement. If when your goods arrive, they are not as we have described them on the website, or if they do not match the photograph we are displaying online, you are of course entitled to a refund or a replacement.

We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the unwanted goods to us, you can do so at our expense, please contact us to arrange a return.

Please return your item/items within 28 days of our requesting their return.

Faulty goods – please inform us within 90 days

If your item is faulty or develops a fault soon after purchase, please contact us by phone or email as soon as you notice the fault, and no later than 90 days after receipt of your goods. Unfortunately, because we have no way of knowing what treatment a product has received once it arrives with the customer, Christmas on the Lakes will not accept responsibility for goods after 90 days

We will need you to explain clearly which item or items are faulty and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense by contacting us to arrange a return.

Please return your item/items within 28 days of our requesting their return.

 

International orders

Please note that in the case of orders to international destinations it is our policy always to issue refunds, rather than sending replacement goods. Any refund will include a refund for any extra shipping charge generated by the value of the goods which you inform us are damaged, faulty, or which have not arrived.

Dissatisfaction caused by customer error or decision

If you are dissatisfied with any aspect of your order or customer service experience, but the issue can reasonably be seen to be partially your own responsibility, we still want to help. But we will ask you share with us the cost of putting right anything which may have gone wrong. See below for details.

Incorrect details – please inform us immediately

 

If upon placing your order you realise you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or telephone to minimise any disruption. If your order has not yet been processed, we can try to make changes and revise it for you to the correct details.

 

However, we seek to process all orders in the shortest possible timeframe so if you delay and we have already dispatched your order, you will be responsible for the cost of returns and redeliveries.

Unwanted or mis-ordered goods – please inform us within 14 days

Please contact us by phone or email within 14 days of receipt of your order. Failure to report unwanted goods within 14 days will invalidate your right to any refund or replacement.

It may be that when the goods arrive you change your mind, or you realise you accidentally bought the wrong thing.

Please just get in touch and explain clearly which items you don’t want, and whether you’d like another item instead. Our customer service team will ask you to return the unwanted goods to us at your own expense. Please ensure they are returned in perfect condition and packaged securely, because you will only be eligible for a refund or replacement once we have received the goods and confirmed they are in re-saleable condition.

Once we have confirmed satisfactory receipt we will as per our previous agreement either refund you the price paid for the goods or dispatch replacement goods of equal value. Should you request replacement goods of greater or lesser value, a partial refund or secure surcharge will be arranged by the customer service team.

Mis-entered delivery details

If you have entered delivery details incorrectly, we will help you arrange redelivery to the correct address at your own expense. If as a result of incorrect delivery details a parcel is returned to us by the Post Office or one of our courier firms, we can arrange redelivery to the correct address for payment of a further standard shipping charge.

Returning Goods

If you wish to return goods to us, or if you are asked to do so by our customer service team, you may use a prepaid returns label (available to download and print here) if authorised to do so by the Terms above or in writing by our customer service team. If you use a prepaid returns label without authorisation, we reserve the right to deduct the cost of return from any refund issued for returned goods. When you return goods to us, please enclose information pertaining to the return. The information we need is:

  • Your name and order number
  • Written confirmation of what items you have returned
  • Written confirmation of the reason for your return
  • Written request for either refund or replacement as appropriate
  • Please also state if you have already contacted our customer service team regarding this return

If this information is not enclosed with your return, we will not be able to process your return efficiently and you may experience a considerable delay before you receive correspondence, replacement, or refund.

 

Proof of breakages

Christmas on the Lakes reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.

 

Privacy / Cookies

This page provides information about the privacy policy which applies to the Christmas on the Lakes website. If you have any queries, please do not hesitate to contact us by telephone or email.

Data Protection (GDPR)

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act 1998.

We collect information about you for two reasons: firstly, to process your order and second, to provide you with the best possible service. The information we will collect includes: your name, address, phone number and email address. We do not collect or have access to your payment details.

In accordance with the law, you can if you wish, check the information that we hold about you by emailing us. If you find any inaccuracies, we will delete or correct them promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law. In the unlikely event that we intend to transfer your information outside the EEA (European Economic Area) we will obtain your consent first.

If you have any questions about privacy, please email us at [email protected]

Communication and marketing

If you have made a purchase from our website, we may occasionally update you on our latest products and offers via email. All members have the option to unsubscribe from marketing communications from us. If you do not wish to continue to receive emails from us and/or selected third parties’ you should opt-out clicking on the “unsubscribe” link in any emails which we might send you.

Cookies

Cookies are used on most e-commerce websites including this one to collection information and improve user access. A cookie is a small text file that contains a unique label or ID number. When you visit a website that uses cookies, the website sends a cookie to your browser’s software and it is stored on your computer even after you leave the site. When you visit the website, at a later date, the cookie’s ID number is sent back to the website, allowing the website to recognise the user.

Most web browsers automatically accept cookies but, if you prefer, you can change your browser to prevent that or to notify you each time a cookie is set.

Visiting www.allaboutcookies.org will provide information on settings within your browser as well as other useful information on cookies.

Please note however, that by blocking or deleting cookies you may not have full use of the website.

If you continue using this site we will assume that you are happy to receive all cookies and reserve the right to amend, remove or add new cookies and similar technical tools at any time.

Links to other websites

Our website may contain links to other websites and partners. However, once you have used these links to leave our site, you should note that we do not have any control over that website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement.

 

Contacting us

We are always happy to hear from our customers. We are always grateful for any time you spend providing us with the knowledge we need to ensure our customers are completely satisfied with the service we offer. If you have any questions or feedback about this statement, or if you would like us to stop processing your information, please do not hesitate to get in touch.

Christmas on the Lakes, 59 Quarry Rigg, Bowness on Windermere, Cumbria, LA23 3DU.

Email address: [email protected]

Telephone Number: 01539 422210

 

Customer services

 

Terms and conditions

Access to and use of this website and the products and services available through this website are subject to the following terms and conditions and legal notices. Using this website indicates that you accept these terms together with our Privacy Policy, regardless of whether or not you choose to register with us.

 

  1. Company details

This website is owned and operated by Christmas on the Lakes.

Registered office: Christmas on the Lakes, 59 Quarry Rigg, Bowness on Windermere, Cumbria, LA23 3DU.

  1. Availability
  2. We reserve the right to withdraw or amend the products and services we provide on this website without notice. We will not be liable if for any reason the website is unavailable at any time or for any period. 2. From time to time, we may restrict access to some parts of the website, or the entire site. 3. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms and conditions.
  3. Permitted use
  4. Subject to clause 3.2, you may print and download extracts from the website for non-commercial use on the following basis: 1. no documents or related graphics on the site are modified in any way; 2. no graphics on the site are used separately from accompanying text; and 3. no copyright and trade mark notices are removed. 2. You agree not to: 1. use any part of the materials on this site for commercial purposes without obtaining a licence to do so from us or our licensors; 2. copy, reproduce, distribute, republish, download, display, post or transmit in any form or by any means any content of this site, except as permitted above; 3. provide a link to this site from any other website without obtaining our prior written consent.
  5. Intellectual property rights
  6. Unless otherwise specified, we are the owner or licensee of all intellectual property rights on the site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. 2. Unless otherwise specified, the authors of the literary and artistic works in the materials contained on the site have asserted their moral right pursuant to Section 77 of the Copyright Designs and Patents Act 1988 to be identified as the author of those works.
  7. Reliance on information
  8. The information contained in the material on this website is for information purposes only and does not constitute advice. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any user of this site, or by anyone who may be informed of any of its contents. 2. Subject to the extent permitted by law, we hereby expressly exclude: 1. all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity; 2. any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with use of the site, including without limitation any liability for: 1. loss of income or revenue; 2. loss of business; 3. loss of profits or contracts; 4. loss of anticipated savings; 5. loss of data; 6. loss of goodwill; 7. wasted management or office time; and for any other loss or damage of any kind, however arising whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable. 3. We do not exclude liability for death or personal injury arising from our negligence nor any other liability which cannot be excluded or limited under applicable law.
  9. Third party material

This website may contain material submitted and created by third parties including other site users and third-party data providers. We exclude all liability for any illegality arising from or error, omission or inaccuracy in such material and we take no responsibility for such material. You acknowledge that the provisions of these terms and conditions, including but not limited to clauses 4 and 6 apply to information provided by third party data providers and that you have no right to take any action against third party data providers as a result of your use of the site.

  1. Links

Where the website contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them except as may be required by law.

  1. Data protection and privacy
  2. We process information about you in accordance with our Privacy Policy. By using this site, you consent to such processing and you warrant to the best of your knowledge and belief that all data provided by you is accurate. 2. We hold a data protection registration and comply with the Data Protection Act 1998.
  3. Validity

If any term, condition, or provision of these terms and conditions is determined to be unlawful, invalid, void, or for any reason unenforceable, the validity and enforceability of the remaining terms, conditions and provisions shall not in any way be affected or impaired thereby.

  1. Agreement

These terms and conditions constitute the entire agreement between you and us relating to the subject matter herein.

  1. Jurisdiction and applicable law

These terms and conditions are to be construed in accordance with the laws of England and in the event of any dispute or claim associated with these terms and conditions, that dispute or claim shall be subject to the exclusive jurisdiction of the English courts.

These terms govern the relationship between you and Christmas on the Lakes when you use our services. Any reference to “you” or “your”, means you as user of the website, any reference to “we”, “us”, or “our” is to Christmas on the Lakes. These terms set out important information regarding your rights, obligations and the restrictions that may apply when you use our service, and we recommend that you read this carefully before using the website. These terms are legally binding between you and Christmas on the Lakes for your use of the services provided. Please read them carefully. Every time you access the website you are confirming you accept and will comply with these terms. The terms set forward here are not transferable and apply to you only. If you do not agree with any of our terms, then you should not use our services.

 

  1. Terms of sale

1.1 By placing an order through our site, you warrant that you are at least 18 years old; and you are resident in one of the serviced countries. 1.2 When placing an order, you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. All prices advertised are subject to such changes. 1.3 We are entitled to refuse any order made by you for any reason. 1.4 If you make a mistake with your order, you may be able to correct any mistakes made by email prior to your order being processed. If your order has already been processed, you will be unable to amend your order. If your order has already been dispatched, please return the products to us in accordance with our Returns Policy. 1.5 We will not process your order until payment has been received in full in accordance with the provisions of clause 2.4.

2.1 Whilst we try and ensure that all details, descriptions and prices which appear on our website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. 2.2 Prices are subject to change without notice, but changes will not affect orders which we have already accepted. 2.3 All prices are inclusive of VAT. Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the ‘Total Cost’. 2.4 Payment shall be made by you by the means specified on the website and shall not be deemed to be made until we have received cleared funds in respect of the full amount stated in the order. 2.5 Payment for all products must be by credit or debit card. We accept payment with Visa, Visa Debit, Delta, Electron, Maestro, Mastercard and American Express through PayPal. You do not need a PayPal account to make payment – you may enter your credit / debit card’s data directly at PayPal and complete your payment without registration.

3.1 Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are limited to mainland UK and subject to any delays resulting from postal delays or for uncontrollable forces which we will not be responsible. Please see our Delivery Information page for more details. 4.2 We deliver worldwide but some restrictions are placed on the extent to which we accept orders from specific countries.

4.1 For details on refunds and exchanges, please refer to our Returns Policy.

5.1 Discount codes may only be applied to purchases made through the account in respect of which the discount code was offered and registered. 5.2 Discount codes are non-transferable and have no monetary value. 5.3 Only one discount code can be used per order. 5.4 Any breach of these clauses or the specific terms of the discount code may result in an order being rejected or an order being void.

 

 

Delivery information

UK orders

At ChristmasontheLakes.com we aim to dispatch your goods the same working day if ordered before 9am. Orders after 9am will be dispatched the following working day. You will receive an email confirming the order has been dispatched.

Orders received after midday on Friday will be dispatched the following Monday.

All orders placed before 9am Monday-Thursday using the Royal Mail 24 delivery service will be dispatched the same day and you will receive an email confirming the order has been dispatched. Any orders placed after 12pm on a Thursday and up to 9am on a Friday will be dispatched on Friday.  Orders placed after 9am Friday and over the weekend will be dispatched the following Monday.

If you haven’t received your order within 5 working days of dispatch and haven’t received a card advising of attempted delivery, please contact us as soon as possible on 01539 422210.

If you have any other questions regarding the delivery of an item, please do not hesitate to contact the customer service team via [email protected] or 01539 422210.

 

International orders

Royal Mail Parcelforce Worldwide

£7.49 for European orders up to 1 kilo in weight

£11.99 for the Rest of the World up to 1 kilo in weight

5-10 working days delivery time

If your order is heavier than 1 kilo, we will contact you regarding any additional postage charge prior to dispatch.

 

Unfortunately, we are unable to dispatch any liquids with an alcoholic content over 24% (including reed diffusers, refills, eau de cologne and perfumes) to any international locations.