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Customer ServiceAt Atsuko Kudo we believe that customer satisfaction is absolutely paramount. We want you to be completely happy with our products and we always wish to see them appearing at their best. For these reasons we would like you to take some time to read through the following pages which will ensure that once you have made your choice you will be able to receive your goods on time and in perfect condition. It is also our wish that your Atsuko Kudo clothing will remain a constant source of happiness and will provide you with many years of glamour, sexiness, joie de vivre, independence, decadence, razamatazz and fun! A few simple steps will make a big difference... Product care1) ALWAYS USE TALCUM POWDER OR WATER BASED LUBRICANT INSIDE ALL RUBBER CLOTHING BEFORE USE. 2) KEEP AWAY FROM HEAT AND DAYLIGHT – EVEN INDOORS. STORE IN A DARK WRAPPING. 3) LIGHTER COLOURED RUBBER CAN BECOME DISCOLOURED WHEN PLACED NEXT TO STRONG ONES. 4) METALS CAN DAMAGE RUBBER i.e, BELTS, BODY PIERCINGS, COATHANGERS etc. 5) AVOID CONTACT WITH ALL OILS. OILS CAN MARK AND/ OR PERMANENTLY DAMAGE RUBBER i.e. GREASY HANDS, BABY OILS etc. 6) WE RECOMMEND THE USE OF A RUBBER POLISH (eg PVC DRESSING. ALSO KNOWN AS 'PERVOSHINE') IN ORDER TO MAINTAIN THE QUALITY OF THE RUBBER. 7) WE DO NOT RECOMMEND IMMERSING ATSUKO KUDO PRODUCTS IN WATER FOR ANY PURPOSE AS WATER CAN BECOME TRAPPED INSIDE THE ZIPS, METALLIC PARTS AND OTHER AREAS AND CAUSE CORROSION. IF NECESSARY YOU CAN USE A DAMP SPONGE OR CLOTH TO WIPE THE GARMENT CLEAN BEFORE POLISHING WITH BLUE POLISH. 8) AS WITH ALL PRINTED FABRICS IT IS POSSIBLE THAT THE PRINT ON SOME PRINTED LATEX GARMENTS MAY 'WEAR'. THIS IS MORE COMMON WHERE THE GARMENT IS RUBBING AGAINST ITSELF (eg UNDER ARMPITS). Of course we want you to be happy with our products so please do not hesitate to contact us if you experience any problem. In the event that the problem has arisen due to faulty manufacture or materials we will repair or replace the item accordingly. We cannot be held responsible for problems arising due to items of clothing having been improperly maintained/ stored/ worn etc. We will undertake repairs once an assessment has been made as to the viability of such repair. If the item is being repaired outside the period of guarantee a minimum charge of £15.00 will normally apply. This does not affect your statutory rights. Exchange & RefundsIf you are not completely satisfied with your purchase we always wish to rectify the problem either by exchange or if necessary by refunding your money. This does not affect your statutory rights. Should you wish to return the item(s) for any reason, the following conditions apply. Goods returned for a refund due to a change of mind or circumstance on the part of the customer will incur a 10% handling fee to cover administration, credit card and/or PayPal costs. Postage/shipping/packing and insurance costs incurred by us are non-refundable. For special orders and commissions for designs with an element of customisation, sizing and/or fitting we would have already required a minimum, nonreturnable deposit of 50% of the final cost of making and shipping the order. This deposit covers the ordering of fabric, cutting of patterns, consultation and also the production of final garments or items. The remaining 50% will be payable on completion of the order, prior to despatch. Therefore if we have already completed that order the whole amount would be non refundable. Such special orders, commissions and customised orders will always require agreement in writing so that all parties are clear as to the nature of that work. As a result once an item has been customised with the customer's agreement that item can only be returned if it requires further fitting orcustomisation work whether due to the customer's requirements or due to any error or mis-calculation on our part. Prior to any such customisation we will always request approval in writing (usually via email). All goods must be returned in their original condition and packaging. Please take care when unpacking & repacking. We will not accept returns on items returned in a soiled condition. We cannot be held responsible for goods lost in transit. We recommend that you send by registered post & retain proof of posting. Refunds and exchanges are made approximately two weeks after receipt of goods to allow for inspection. Customers who have paid by credit card will have their accounts credited. We will not make refunds to a third party. As soon as we receive your returned goods we will process your request. Replacement goods held in stock will be despatched within 14 working days. If your chosen substitute is not in stock we will contact you to inform you of the schedule for it's despatch. Please return goods (retaining proof of postage) to: Atsuko Kudo, 64 Holloway Road, London N7 8JL. Please remember to enclose a letter containing your name and address. If you would like further information on our returns policy please call us on Postage & DeliveryWhen you make your order we will notify you of the postage costs, which are of course dependent on the weight and destination of your goods. As a guide for a package of less than 1kg the postage costs would approximately be as follows:- UK Next Day: next working day on orders placed before 12:00 noon Monday - Friday (excluding bank holidays). If in stock your goods will be despatched the day you place your order and should arrive at your delivery address the next working day. Orders will be sent using Royal Mail Special Delivery service and will require a signature on receipt. In the event of your order not arriving please allow up to 2 working days before emailing us at info@atsukokudo.com or by telephoning us on +44 (0)20 7700 4631 we will then contact Royal Mail and inform you of it's status. UK standard: if in stock goods will be despatched the next working day after you place your order. Please allow up to 2-3 days for delivery. Europe: your goods will be despatched the next working day after you place your order. Please allow up to 3-5 days for delivery. Rest of the world: your goods will be despatched the next working day after you place your order. Please allow up to 14 days for delivery. Customs & Duty Please note that all shipments outside the UK may be subject to import duties and taxes, which are levied once a shipment reaches your country. As we have no control over these charges and cannot predict what they may be, any additional charges for customs clearance must be borne by you. In addition we cannot be held responsible for delays or confiscation of goods due to the action of any customs authority. If goods are held by the customs authority of the country in which you reside it may be necessary for you to wait for their release. We have no influence or jurisdiction over the actions of customs authorities and the delivery of your order may be dependent on the processes which they have to observe. Terms & ConditionsThe following are the terms and conditions (called "these Terms") for the sale of goods by us and replace any previous terms and conditions. The Company intends to rely upon these Terms. If you want to change them, please make sure you ask for any changes to be put in writing. This is to avoid any misunderstandings as to what we and you are expected to do. It is important that you read and understand these Terms before ordering from us. If there is any term that you do not understand please notify us before ordering. Please read through the Terms carefully before placing your order and then if you are ordering from our website print a copy for future reference. We may change these Terms from time to time without notice to you. However, any changes will only apply to any subsequent orders received. Purchasing from our website or catalogues or store Prior to then we will be under no obligation to supply you with the goods you have ordered. For special orders and commissions for designs with an element of customisation, sizing and/or fitting we require a minimum, non returnable deposit of 50% of the final cost of making and shipping the order. This deposit covers the ordering of fabric, cutting of patterns, consultation and also the production of final garments or items. The remaining 50% will be payable on completion of the order, prior to despatch. Items cannot be exchanged which have been originally ordered via the website (and paid in full) in a standard size but after discussion via email or telephone have then become custom sized and/or coloured (including where an additional fitting/customisation charge has been paid). Once an item has been customised with the customer's agreement that item can only be returned if it requires further fitting or customisation work whether due to the customer's requirements or due to any error or mis-calculation on our part. Prior to any such customisation we will always request approval in writing (usually via email). It is your responsibility to verify that your email address is in proper working order and must assume the risk of all consequences for transmission or operational failures. Data Protection Price You will be required to pay extra for delivery. Website Colour Representation Payment and Delivery We will deliver to the address given to us by you at the time you place your order. Though we usually work to agreed delivery times between ourselves and the customer please allow up to Business Customers In spite of delivery having been made, title in the goods shall not pass to you until you have paid all sums due to us. Notwithstanding that the goods remain our property, you may sell them, however, you must hold the sale proceeds on trust for us until we have been paid in full. Availability of goods you order Cancellation and Return Should you wish to cancel your order then please send written notice to us not earlier than the time when the contract was concluded and not later than 7 (seven) working days following the day that the goods were received in one of the following ways:- * By Telephone:- +44 (0) 207 700 4631 Once you have notified us of your cancellation then any sums paid by you will be reimbursed within 30 days (other than our costs if we have to recover the costs from you). Where you do cancel your order, you are under a duty (until the goods are returned to us or collected by us) to retain possession of them and to take reasonable care of them. Where you cancel your order the goods may either be: - 1. Returned to us at your cost; or For hygiene reasons we will not accept returns or cancellations of orders for any intimate objects. We will not accept cancellations or returns of items which are soiled or in less than perfect condition. We cannot be held responsible for any adverse effects to our products caused by exposing them to chemicals or substances which may be harmful or mark or leave a residue on any garment. If you wish to apply any products always test a small area first and if in doubt please consult with us prior to using. Delivery We will not be under any liability to you for any delay or failure to deliver if the same is wholly or partly caused directly or indirectly by circumstances beyond our reasonable control. We strongly suggest that, upon receipt, you inspect the goods and advise us if the delivered goods are not what you ordered or are faulty. We will not be liable under our agreement with you for any loss or damage caused by us or our employees or agents in circumstances where i) there is no breach of a legal duty of care owed to you by us or by any of our employees or agents; ii) such loss or damage is not a reasonably foreseeable result of any such breach; iii) any increase in loss or damage results from breach by you of any of these Terms. We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us (such as loss of profits or loss of opportunity). As a consumer, you have certain rights by law regarding the return of defective goods and claims in respect of losses caused by any negligence on our part or our failure to carry out our obligations. These terms and conditions shall not affect those rights. Our liability to you in the event of death or personal injury from our negligence is unlimited. General If any provision of the Terms is unenforceable this will not stop the rest of the provisions from being enforceable. Relevant United Kingdom law will apply to any contracts between us. VAT Registration Number: 991 8167 74 Definitions PaymentCredit cards We accept most major credit and debit cards including Visa, AMEX, MasterCard, Delta, Maestro, Solo and Switch. We do not accept Diners card or Electron. You will be advised by email or telephone if we are unable to complete your order. Where the transaction charges of a credit/charge card on an order exceed £25.00 we reserve the right to pass on those charges to the card user/payee. Cheques/Postal Orders/Cash We do accept cheques drawn on UK bank accounts. Please make cheques payable to Atsuko Kudo Ltd. We always wait for cheques to clear before any goods are despatched. We also accept postal orders and cash but please use registered post. E Vouchers Where the value of the voucher is greater than the total cost of the transaction any outstanding credit will be retained in the voucher for future redemption. Vouchers may be used in conjunction with other forms of payment. Bank Transfers We also accept payment via bank transfer. Please email us at info@atsukokudo.com for the relevant transfer information. Paypal Online payment through our web shop is via PayPal. Once you checkout into Paypal you can use an existing Paypal account, set one up or just use your credit card securely. |
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