Terms of service
These terms govern every order placed on Oakmerrow, the online shop operated by Mondeaux. By placing an order you accept them. They are governed by the law of England and Wales, without depriving you of the protection of the mandatory consumer law of the part of the United Kingdom where you live.
Article 1 – Definitions
- Consumer: an individual acting wholly or mainly outside their trade, business, craft or profession.
- Seller: Mondeaux, operating the online shop Oakmerrow.
- Distance contract: a contract concluded without the simultaneous physical presence of the parties.
- Working day: Monday to Friday, excluding public holidays.
- Order: a request to purchase one or more products through the shop.
Article 2 – Who you are buying from
- Registered business name: Mondeaux
- Trading as: Oakmerrow
- Registered address: Torenlaan 5B, 1402 AT Bussum, Netherlands
- Dutch Chamber of Commerce (KvK) number: 96593849
- VAT number: NL867675688B01
- Email: info@oakmerrow.com
Article 3 – Scope
These terms apply to every offer we make and every contract concluded between us. They are available on this page at all times and can be saved or printed.
If any provision is held to be invalid, the remainder stays in force and the invalid provision is read as closely as possible to what was intended.
Article 4 – The offer
Every product page describes the goods in enough detail for you to judge them properly. Images are as faithful a representation as we can manage; small differences in colour caused by your screen are not a defect.
Measurements given for clothing are the measurements of the garment rather than of the wearer and may vary by a centimetre or two between individual pieces.
Obvious errors in an offer do not bind us.
Article 5 – Formation of the contract
Your order is an offer to buy. The contract is formed when we send you an order confirmation by email. Until then no contract exists.
We may decline an order, or attach conditions to it, where we have reasonable grounds — for example a history of unpaid or fraudulent orders, or an address we cannot deliver to. We will tell you within five working days and refund anything already paid.
Article 6 – Right to cancel
You may cancel within 14 days of receiving the goods under the Consumer Contracts Regulations 2013, and we voluntarily extend that to 30 days. The refund policy sets out how, and forms part of these terms.
Article 7 – Costs of cancelling
Where you cancel because you changed your mind, you pay the cost of returning the goods. Where the goods are faulty, damaged, incorrect or not as described, we pay it. Where you cancel the whole order we also refund the standard delivery charge.
Article 8 – Exclusions from the right to cancel
The right to cancel does not apply to goods made to your specification or clearly personalised, to goods that deteriorate rapidly, or to sealed goods that are not suitable for return for reasons of health protection or hygiene once the seal has been broken.
Article 9 – Prices
All prices are shown in pounds sterling and include any tax applicable at the point of sale. Delivery within the United Kingdom is free.
Consignments valued above £135 are treated as imports; import VAT and any customs duty are charged at the border and payable by the recipient. The shipping policy explains this.
We may change prices at any time, but the price displayed when you order is the price that applies to that order.
Article 10 – Conformity and statutory guarantees
Under the Consumer Rights Act 2015 the goods we supply must be of satisfactory quality, fit for their purpose and as described. Where they are not, you have the remedies set out in the refund policy: a short-term right to reject within 30 days, repair or replacement thereafter, and a final right to reject where that fails.
Nothing in these terms excludes or limits those rights.
Article 11 – Delivery and performance
We deliver to United Kingdom addresses. Orders are prepared within 1 to 5 working days and normally arrive 8 to 14 working days after ordering. These are estimates, not guarantees.
Goods remain at our risk until they are delivered to the address you gave us. A parcel lost in transit is our problem, not yours.
Where we have not delivered within 30 days and no longer period was agreed, you may end the contract and we refund you in full.
Article 12 – Orders and availability
Where an item turns out to be unavailable after you have ordered, we tell you promptly and refund that item in full. We do not substitute a different product without asking you first.
Article 13 – Payment
Orders are paid in full at checkout using the methods shown on the payment page. Payments are processed by our provider over an encrypted connection. We do not offer accounts, instalments or cash on delivery.
You are responsible for the accuracy of the payment details you supply.
Article 14 – Using the products
Use each product for its intended purpose and follow any instructions supplied with it. Electrical products should be used with the cable or adaptor supplied and kept away from water unless the product page states otherwise.
Article 15 – Our liability
We are liable for loss or damage caused by our failure to meet our obligations under these terms or under the Consumer Rights Act 2015, and for anything else the law does not permit us to exclude — including death or personal injury caused by our negligence, and fraud.
We are not liable for loss that was not foreseeable at the time the contract was made, nor for business losses. Beyond the categories above our liability is limited to the value of the order concerned.
Article 16 – Events outside our control
We are not in breach of these terms where performance is prevented by something outside our reasonable control, including carrier failure, customs delay, natural disaster, industrial action or the loss of a supplier. Where such a situation lasts more than 60 days either party may cancel the affected order and we refund in full.
Article 17 – Intellectual property and your account
The text, layout and arrangement of this shop belong to us and may not be reproduced for commercial purposes. Product photographs are supplied by the manufacturers and remain theirs.
If you create an account, keep the password to yourself and tell us as soon as you suspect it has been used by someone else. We may close an account used to abuse the shop or its staff.
Article 18 – Complaints, disputes and governing law
Send complaints to info@oakmerrow.com with your order number. We acknowledge within one working day and answer within 14 days; if we need longer we say so and tell you when to expect a reply.
If we cannot resolve it, you can contact Citizens Advice on 0808 223 1133, raise the payment with your bank or card issuer, or bring a claim in the courts. These terms are governed by the law of England and Wales; if you live in Scotland or Northern Ireland you may bring proceedings in your own courts and the mandatory consumer law that applies there continues to protect you.
Article 19 – Changes to these terms
We may change these terms. The version in force when you place an order is the version that governs that order.
Business details
- Registered business name: Mondeaux
- Trading as: Oakmerrow
- Registered address: Torenlaan 5B, 1402 AT Bussum, Netherlands
- Dutch Chamber of Commerce (KvK) number: 96593849
- VAT number: NL867675688B01
- Email: info@oakmerrow.com
Customer service
Monday to Friday: 08:00 – 18:00 (Central European Time)
Saturday and Sunday: 12:00 – 17:00 (Central European Time)
Email reaches us fastest and every message is answered within one working day.