Thank you for visiting the Bianca Lorenne UK website and we hope you enjoy browsing and discovering our range of exquisite bed linen and home textiles.

Please read these terms and conditions carefully. You will be asked to confirm that you have read and agree with them before ‘checkout’. We may update these terms and conditions from time to time, so we recommend that you check them regularly. If you have any questions regarding our terms and conditions then please call us on 01425 626147, email info@biancalorenne.co.uk or write to us.

Our postal address is Bianca Lorenne UK Limited, Unit 15, Hamilton Way, New Milton, Hampshire, BH25 6TQ. 

Definitions

To help you understand our terms and conditions, here are some of our most frequently used phrases:-

• “Users” means the users of the website collectively;
• “Personal information” means the details provided by you on completing the questionnaire or contact form, or by placing an order
• “We/us” means Bianca Lorenne UK Limited
• “Website” means the website located at www.biancalorenne.co.uk or any subsequent URL which may replace it
• “United Kingdom” means England, Wales, Scotland, Northern Ireland and the Channel Islands
• “You” means the user of this website
•  “Conditions” means the terms and conditions for the use of www.biancalorenne.co.uk as set out in this document

Use of the website 

We hope you will enjoy browsing our website. However, we must remind you that you are provided with access to this website in accordance with these terms and conditions and any orders placed by you must be placed in accordance with these terms and conditions.

In particular, we ask you to confirm that:

• The Personal Information which you are required to provide when you place an order is true, accurate, current and complete in all respects
• You will notify us immediately of any changes to the personal information by contacting us by e-mail
• 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

Products

Whilst we will take all care to ensure that the information provided on our website is correct and up to date, there may sometimes be variations in colour between digital photographs and actual.  There may also sometimes be discrepancies between listed sizes and actual sizes due to the handmade nature of some of our products.  Bianca Lorenne reserves the right to make changes to the information on the website at any time and without notice.

All prices quoted on our website include VAT at the UK standard rate

Ordering

We have tried to make our ordering process as easy as possible. You can order online anytime or by phone if you prefer between 9am and 5pm Monday to Friday on 01425 626147.

If you want to place an order from outside the United Kingdom, please contact us first to see if we are able to assist you with this.

Online Ordering

To order online, simply select your chosen products and click ‘add to basket’. Once you have finished shopping, proceed to the checkout. You will still be able to edit your basket at this stage before entering your delivery address and your preferred payment method. You will either need to log into your account with us, or create a new account – which is an easy process.

You will then be redirected to our secure payment page to complete your purchase. More information about this can be found in our “Payment” section.

Opening an account with us

Opening an account with us will make it easy to track your orders and make ordering in future much quicker. All you need to do is provide your email address and create a password. Please keep this password safe and confidential.

We will never ask you for it. If you forget your password we will be able to send you a reminder. Once your account is created, we will send you a confirmation email. You will then be able to log into your account at any time to change your password, edit delivery addresses, amend personal details and track your orders.

Telephone Ordering

To order by phone, call us on 01425 626147 between 9am and 5pm Monday to Friday, where we will be able to take your order and payment over the telephone.

Once you have placed an order, we will send you an email confirmation of your order containing all the information you will need if you need to contact us with regards to your order. We will also send an email confirmation once your order has been dispatched.

No contract will exist between us until we are able to meet your order and send you an e-mail confirming it has been despatched.

Unfortunately, there may be times when we are unable to fulfil your order and we may have to cancel. These occasions will be rare, but we reserve the right to cancel your order for any of the following reasons:

• The product is out of stock.  In this circumstance, we will contact you and advise you of your options
• There is an error in either the product pricing or description.  We will contact you to see whether you wish to proceed with the order
• If you do not meet any of the criteria set out below

In placing an order with us, we do ask you to confirm that:

• You are legally capable of entering into binding contracts and you have full authority, power and capacity to agree to these terms and conditions
• The information provided in your order is accurate and complete.  This includes all requested information in addition to your name, e-mail address, telephone number, delivery and billing address
• You will be able to accept delivery of the products at delivery address in the UK which must not be a PO Box
• You are making payment using a valid credit or debit card issued to you and not fraudulently obtained
• You are at least 18 years old

Your debit/credit card will be authorised when your order is placed and processed, but you will not be charged until your order is dispatched.  This is because this is the point at which a contract comes into existence.  This does not affect your statutory rights.

Card payments

Payment can be made via the debit and credit cards shown on our website.

We do not see or store any of your credit or debit card information. When entering your payment details you will be taken to a secure page provided by our payment gateway provider CardSave Online. All your financial information, such as credit/debit card numbers are encrypted using secure technology. Visa and MasterCard transactions may also be subject to 3D Secure authentication.

We will take all reasonable care, in so far as we are able to do so, to keep the details of your order and payment secure. However, in the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

Delivery

We offer free delivery on orders over £100.  Standard delivery costs for orders less than this amount is £10.00 for mainland UK.  If you live in Ireland, Northern Ireland, Isles of Scilly, Isle of Man, Channel Islands or the Island of Scotland, please contact us to discuss delivery options and costs before placing your order.

We will agree for the delivery of the products to the address given when you placed your order.  We will make every effort to deliver products during the timescale set out in our website, unless we notify you of any exceptional delay (which means we are not able to despatch your order within 14 days). We cannot be held responsible for late delivery due to circumstances beyond our control, such as extreme weather conditions, strikes or shortages apply.

If you would like your products to be delivered to your place of work, your delivery address must include the name of the company and the contact telephone number.

We aim to dispatch your order as quickly as possible but please allow 5-7 working days for standard delivery. If an item is out of stock then we will contact you to see what you wish to do.

Our Courier

We send all our packages through an external courier. All deliveries will require a signature on arrival.

For business to business orders, we will send our packages through UPS. UPS deliver between 9am and 7pm and will make 3 delivery attempts. After the first unsuccessful delivery an information notice will be left at the delivery address. This will give you 4 options. 1. To pick up the parcel yourself from a UPS depot 2. To arrange a convenient day for delivery 3. To arrange an alternative delivery address 4. To refuse delivery and return to the sender. If after 5 working days from the date of initial delivery there has been no response then the package will be returned to the sender.

For domestic deliveries, we intend to use ParcelForce to deliver our products. ParcelForce will make 2 delivery attempts before leaving a card advising you to contact your nearest depot to arrange redelivery or collection from your local Post Office.

Bianca Lorenne have no control over the timing of your delivery and accept no liability for the timing of delivery, loss or damage to your parcel whilst in the hands of the courier.

Cancellation and Returns

We want you to love your purchase, but if for any reason you are not happy with it you can return any item within 14 days of receiving your order.  Products being returned must be unused, unaltered, unwashed and in their original packaging.

Returns

If you wish to return the products to us, please carefully package the items and enclose your original invoice with your order.

You then need to complete the returns form on our website. Go to ‘order status’ and ‘view your order’, select the items you wish to return and select ‘return products’. You will then be required to select the reason for return, enter the verification code and click ‘continue’.

You will be able to track the progress of your returns by selecting ‘My Account’ and then ‘View your return requests’.

We recommend you obtain a certificate of postage and insure your parcel as we cannot accept responsibility for parcels damaged or lost in transit. Please return to:

Bianca Lorenne UK Ltd
Unit 15
Hamilton Way
New Milton
Hampshire
BH25 6TQ

We must ask you to ensure that the returned items are unused, unaltered, unwashed and in their original packaging. 

We will be happy to exchange the items for a replacement or to make a refund using your original method of payment.  Items returned after 28 days will not be entitled to a refund or exchange. We are not able to refund any delivery costs. 

Unfortunately, we are unable to offer refunds or credits on sale items, unless the product is deemed faulty in which case please read the “Faulty Items” section.

We will process all returns as soon as we can, but it may take up to 10 working days to complete.  We will email you once the return has been processed.

We love customer feedback, so to help us in developing our products and brand, we would love to know why the items were not suitable for you.  There is space on the returns form for this.

Cancellations

If you change your mind, you can cancel your contract with us. You can cancel your contract with us within 7 days of receiving your goods, in accordance with your entitlement under the Distinct Selling Regulations 2000.  

If you decide to cancel your order, please contact us by letter or e-mail. We aim to process all cancellations as soon as we can, but it may take up to 10 working days to complete to process your refund.  We will email you once the refund has been processed.

If we have already dispatched your order, we will ask you to return the unopened parcel to us immediately upon receipt.  The cost of returning this parcel will be at your expense.

If you cancel your contract on this basis without returning the products to us, then we may recover the goods and charge you for any costs that we incur in doing so.  If you return the goods at our expense, then we will pass this cost on to you.

We love customer feedback, so to help us in developing our products and brand, we would love to know if there is anything we could do to improve your shopping experience with us.  There is space on the returns form for this.

Personalised Items

We are not able to accept cancellations or returns on personalised items which have been made specifically for you. We are only able to offer a credit if the item is faulty.

If you have any queries or want to discuss your wishes before placing an order for a personalised item, please don’t hesitate to give us a call and we will be happy to help.

Faulty Items

We vigilantly inspect every individual item that leaves our warehouse and pride ourselves on our exceptional quality, so we are always disappointed on the very rare occasions that you have received a faulty product.  If you have identified the fault within 14 days of the date of purchase, then you can return the item under our normal return procedure for exchange.  If we cannot exchange the item for the same product then we will arrange a refund or offer an alternative. Our stylists would be happy to help you with your choice.   Please tell us of the fault so we can ensure that other items are not affected.

Follow our “How to return something” to return the items.  On receipt of the return we will assess the fault and refund the delivery costs.

If a fault develops outside of the 14 day return period,  contact us on 01425 626147 or by email on sales@biancalorenne.co.uk before you return the item so we can discuss the fault with you and the best way to deal with this. 

Please take extra care to read our Product Care page or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.

Third Party Links

Bianca Lorenne will sometimes provide links to websites that we think may be of interest to you. We will not be responsible or liable for your use of any other websites which you may access via links within this website. Bianca Lorenne does not control these websites or their content. The links are provided as a service to users of the website and their inclusion does not constitute an endorsement or affiliation with Bianca Lorenne.

You acknowledge and agree that these links are provided as a service and their inclusion does not constitute an endorsement or affiliation with Bianca Lorenne.  As you have chosen to enter the linked website, we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for

• the privacy practices of such websites
• the contents of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources
• the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources

Privacy

Bianca Lorenne collects customer information that you give us when you register, open an account or place an order in an effort to improve your shopping experience. This information may include your name, billing and delivery addresses, phone number and email address.

Bianca Lorenne may also keep records relating to orders you have placed, copies of emails you send to us through our website or other correspondence you send us, together with notes we make relating to any phone conversations we have with you in the normal course of business. We will collect any feedback you give us about our products, website or service, however we won’t publish their content or source without obtaining your permission first.

We collect statistical and other information about your visit to and use of our website. We will also collect your responses to any surveys we may send you. You are not obliged to reply to these.

We use this information to process your order and contact you if we need to talk about your order. We may send you marketing communications which relate solely to our business containing news about products, offers and promotions which we think you may be interested in. We won’t send you these unless you have specifically opted in on our website or by email. We also use this information to improve our service, products and website through analysis of data and to enhance your shopping experience by personalising our website.

All information is strictly confidential, and is only used as a means to provide you with the information you have requested.

We will not reveal, disclose, pass on, distribute, share or license to any third party any personal information that you have provided unless we are required by law to do so.

We do not see or store any payment card details.

If you no longer wish to receive marketing emails from us, you can unsubscribe at any time by clicking the box on any marketing email that you receive or by accessing the ‘my account’ section of the website.

If you have any questions about this policy, please email us at info@biancalorenne.co.uk or write to us at the address shown in our ‘contact us’ section.

Email addresses collected at Bianca Lorenne are only used internally. We will not sell or rent your email address to other companies. If you would like to unsubscribe from our email list, please email info@biancalorenne.co.uk or call 01425 626147, and we will remove your email address from the list as soon as possible.

Legal Notices

Our Rights

We reserve the right to:

• modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification or withdrawal of the Website
• change the conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change.  It is your responsibility to check regularly to determine whether the conditions have been changed.

Intellectual Property and Right to Use

Bianca Lorenne own the intellectual property rights of this website design, logos, graphics, text and material. You may view, download and print pages for your own personal use only. Reproducing, copying, selling or distributing material from our website for commercial purposes is strictly prohibited.

Compliance with laws

The Website may be used only for lawful purposes and in a lawful manner.  You agreed to comply with all applicable laws, statutes and regulations regarding the website and any transactions conducted on or through the website.

Indemnity

You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, immediately on demand from and against all claims, liability, damages, loss, costs and expenses arising out of any breach of the conditions by you or any other liabilities arising out of your use of this website.

Limitation of Liability

Whilst we will use endeavours to verify the accuracy of any information you place on the Website, we make no warranties, whether express or implied in relation to its accuracy.  The Website is provided on an “as is” and “as available” basis without any representation or endorsement made, and we make no warranties of any kind, whether expressed or implied, in relation to the Website or any transaction that may be conducted on or through the Website.  This includes, but is not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness or any implied warranty arising from course of dealing or useage or trade.

We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error free, that defects will be corrected, or that the site or that the server makes it available are free of viruses or bugs or represent the full functionality, accuracy, or reliability of the Website.  We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

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 a the conditions for:

• Any economic losses (including without limitation, loss of revenues, profits, contracts, business or anticipated savings); or
• Any loss of good will or reputation; or
• Any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the conditions.

Nothing in the conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.

Severance

If any part of the conditions have been deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the conditions and shall not affect the validity and enforceability of any other remaining provisions of the Conditions.

Each provision of the conditions shall be construed as separately applying and surviving, even if for any reason one or other of these provisions is held to be inapplicable or unenforceable in any circumstances.

Entire Agreement

These conditions govern our relationship with you.  Any changes to these conditions must be in writing and signed by both parties.  You confirm that, in agreeing to accept the conditions, you have not relied on any representations save in so far as the same has expressly been made a term of these conditions and you agree that you shall have no remedy in respect of any representations.

Your statutory rights are not affected by these terms and conditions.  Nothing in this clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the conditions.

Law

The conditions shall be governed by in accordance with the law of England and you irrevocably submit to the exclusive jurisdiction of the Courts of England and Wales.

Internet Cookies

Cookies are small text files stored on your PC when you visit our website and can be used in order for the site to run effectively or to identify your PC whenever you return to the website.

There are 2 main types of cookies that we use:

Session Cookies. These are temporary files and are erased when you close your internet browser. These are commonly used by websites to allow you to navigate it efficiently and so it remembers any information that you have entered on the site. However, when you restart your browser, the website will not recognise you. For example, ensuring that when shopping, the items placed in a basket are still there when you get to the checkout.

Persistent Cookies. These types of cookies remember the information and preferences entered on a website for future visits. For example, remembering your language preferences each time you return to the site.

The majority of cookies used on our website would have an intrusiveness level of zero, low or medium. This means if they are zero, they are vital to ensure proper functioning of the website, low are used to enhance the experience of a website such as remembering preferences i.e. text size or theme choices and medium intrusiveness are cookies that may be used to remember some personally identifiable information or can be used in a limited way to track people across the site. For more information on the intrusiveness of cookies please click here.

Cookies can be deleted or blocked using the settings within your internet browser. Instructions can be found by clicking here.

For further information about cookies and their uses please click here. 

Our Details

Our full trading name is Bianca Lorenne UK Limited.

Our registered office address is : Brackenwood, School Road, Thorney Hill, Christchurch, BH23 8DS

Company registration number: 4718434

VAT number: 120 1757 55

Website: www.biancalorenne.co.uk

Email: info@biancalorenne.co.uk