Terms

Who you are dealing with

This site is operated by Cartelle London Ltd, registered in England and Wales under company number 17322131, registered office 128 City Rd, London EC1V 2NX, United Kingdom. Where these terms say “we” or “us”, that is who it means. You can reach us at hello@cartelle.co.uk, and a person answers.

Using the site

You may read, link to and share anything published here. Please do not attempt to reach parts of the site that are not open to you, interfere with how it works for other people, or harvest from it automatically in a way that degrades it for anybody else.

Parts of the site are still being built and sit behind a password. Nothing you find there is an offer or a price — it is unfinished work.

Designs you make

The Studio lets you put together a specification and, if you choose, save it to a link you can share. A saved design is a snapshot: once written it does not change, which is what lets a link you sent somebody keep meaning what it meant when you sent it. Customising a design somebody shared with you creates a new one and leaves theirs alone.

Anything you ask us to engrave or press must be yours to use. Please do not put somebody else’s trade mark, another person’s name without their agreement, or anything unlawful or abusive into a design. We may decline to make a book, and we will tell you rather than quietly changing it.

A saved design is not an order and does not hold stock. What we can supply changes; where a design references something we have stopped making, the page says so.

Buying from us

Orders

Placing an order is you offering to buy. The contract begins when we email to confirm we are making it — not when the order form is submitted, and not when payment is taken. If we cannot make something you have ordered we will tell you and refund you in full.

Prices

The price you pay is the price shown when you place your order, in pounds sterling. If a price is obviously wrong — an error by a factor rather than a few pounds — we will contact you before making anything rather than hold you to it.

Orders to Austria, Belgium, Cyprus, Denmark, Estonia, Finland, France, Germany, Ireland, Italy, Luxembourg, Malta, Netherlands, Portugal, Slovakia, Spain and Sweden are delivered duties paid: the import VAT, the EU customs duty and our carrier’s customs handling fee are shown and added at checkout, and we pay them at the border, so there is nothing more to pay on delivery. Orders to Bulgaria, Croatia, Czechia, Greece, Hungary, Latvia, Lithuania, Poland, Romania and Slovenia (where our carrier cannot deliver duties paid), to Norway, Switzerland and the rest of Europe outside the EU, and to the rest of the world, are sent without UK VAT and may be charged import VAT, duty or a handling fee when the parcel arrives. Those are set by the destination country, they are the recipient’s responsibility, and we cannot predict or refund them.

Making and delivery

Everything is made to order, so making comes before posting: we post it within 5 working days of your order. Working days are Monday to Friday, excluding UK bank holidays. Once it leaves us, delivery takes:

• UK Standard — Royal Mail Tracked 48, 2–3 working days after posting; £4.95.
• UK Express — Royal Mail Tracked 24, the next working day after posting; £6.95. Express speeds up the post, not the making: the making time above still applies.
• Europe — Royal Mail International Tracked, 3–6 working days after posting; £13.95.
• Rest of the world — tracked, 5–10 working days after posting; £24.95.

Delivery times start once the parcel is posted. We will always deliver within 30 days of the contract beginning unless we have agreed something longer with you in writing. Risk in the goods passes to you when they are delivered to the address you gave us.

Made to order: changing your mind

So please check your specification carefully — particularly spelling, which we press exactly as you give it to us. If you spot a mistake, write to us immediately: if we have not started making, we will always try to help, though once the leather is cut we cannot.

If something is wrong with it

This is different, and here you have the full protection of the law, which we could not exclude even if we wanted to — and we do not.

If what arrives is faulty, damaged, or not what you ordered, tell us within 30 days and you can reject it for a full refund, including what you paid for delivery. After 30 days, and for six months from delivery, you are entitled to a repair or a replacement, and to a refund or a reduction in price if that cannot be done. These are your rights under the Consumer Rights Act 2015; nothing on this page limits them.

Leather is a natural material. Grain, marking and slight variation in colour between hides are characteristics of it rather than faults, and a Companion will darken and soften with use. We photograph honestly so that what arrives is what you expected.

Write to hello@cartelle.co.uk with your order number and a photograph, and we will sort it out.

Our material

The words, photographs, drawings and the Cartelle name and mark on this site belong to us or are used with permission. You are welcome to quote from the Journal with attribution and a link. Reproducing whole articles, or using our photography or our mark commercially, needs our written agreement first — ask, and we will usually say yes.

What we can and cannot promise

We take care that what is published here is accurate and we correct mistakes when we find them, but we cannot promise the site is always complete, current or available.

We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care. We are not responsible for loss that was not foreseeable, or for business losses — these terms are for people buying for their own use.

Nothing here limits our liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not permit us to limit. Nothing here affects your statutory rights as a consumer, which sit above anything a website says.

Changes

We may update these terms as the shop grows. The date at the top moves when the meaning changes. The version that applies to your order is the one published when you placed it.

Complaints, and the law

If something has gone wrong, write to us first — hello@cartelle.co.uk — and we will try to put it right.

These terms are governed by the law of England and Wales, and disputes go to the courts of England and Wales. If you live in Scotland or Northern Ireland you may bring proceedings there instead.

Privacy

What we do with your data is set out separately, in plainer detail than this page manages, at Privacy & cookies.