Terms & Conditions
TERMS & CONDITIONS
Hello,
We are do excited to have you visiting our shop today! Thank you so much for taking time out of your busy week to read this Terms & Conditions page.
Our Terms and Conditions have been put in place with the ultimate aim to ensure we are providing the most open, fair, trustworthy and premium shopping experience for you.
We really hope that you love our products, and look forward to seeing you around!
The Cerana team
30-DAY PERIOD
• We hope you enjoy your Cerana products as much as we enjoyed creating them for you. It's easy, in case you change your mind within the first 30 calendar days upon receipt of goods, we will gladly offer you a refund or exchange. Kindly note that customers must follow our returns procedure before sending any goods back. For more details, please contact us at info@mycerana.com
THE PRODUCT
• Please be aware that all our products are handcrafted by talented artisans in Spain. We are passionate about our products and about creating a great customer experience, which is all items are double checked and packaged with love before shipping to ensure that you receive the most accurate representation of our quality standards.
• Please note that due to the nature of our business, the colours of products may not be accurate, these may vary slightly depending on your monitor, brightness, screen resolution, or computer operating system. Nevertheless, we take extra care to ensure that all our products are accurately described on our site.
• We reserve the right to change details of products, as well as photos of products without prior notice.
MATERIALS AND 1 YEAR WARRANTY:
We are proud to source the finest materials to make a high quality product. We offer a 1 year warranty from original date of purchase, as our products are handcrafted with the intention to be free of defects.
We work with a mix of premium materials carefully chosen to make products last for years. Our leathers are environmentally certified and comply with European REACH regulations. Woven fabrics have been selected to provide durability.
In the unlikely event the merchandise you receive has any manufacturing imperfections, please contact us at info@mycerana.com and provide a description/imagery of the issue.
Please note we reserve the right to offer a repair or exchange for the same item or a full refund, as long as the item has not been exposed to extreme conditions, but rather been used for the purpose it was originally intended to.
Faulty items:
• In the unlikely event that your item has a fault, please email us (with pictures, if applicable) and we can provide you with a returns address label so you can send the item back to us.
PRODUCT CARE:
At Cerana, we want nothing more but for you to enjoy your goods, however if you want them to last you for longer, you may find the following tips useful:
To clean, wipe dry with a damp cloth. For even better results, apply water-repellent spray and leather conditioner before the first time you use this piece and after each time you clean it.
THE LEATHER:
1. If you want them to always look at its best, please never wash the leather with soaps, detergents or products not intended for real leather care, these will remove either the beautiful patina that should come up overtime and/or could most likely alter the colour of your leather permanently (regardless of where you get your leathers from, as a rule of thumb, avoid soaps, detergents and strong chemical products that have not been made specifically for the care of a real leather product).
2. Full-grain leathers are a more sensitive to moisture than standard leathers, and therefore they could absorb water if left wet for a while. If the leather gets wet, just wipe the excess liquid off the surface and this should avoid any water/liquid stains. This is because our leathers are not treated with harmful industrial chemicals to seal the natural grain to prevent absorption, they’re natural, non-toxic and respectful to you and the environment.
DELIVERY INFORMATION:
We ship within one working day worldwide and in most cases same day from London, UK.
A) UK ORDERS:
- Free next business day, 1st class Royal Mail service.
- Next-Day guaranteed, This is a next business day guaranteed service with Royal Mail or UPS. Orders must be placed before 1400 hours local time. Once shipped, we cannot make any changes to your order.
- If you live in London, we might be able to offer you a Same-day delivery service, please contact us should you wish us to make the arrangements.
B) INTERNATIONAL ORDERS:
Please provide your telephone number on the comments box. We will use your number and/or email to complete the courier shipping label. If there's any problem upon delivery of your order, the courier driver may attempt to contact you via telephone and ask you for further delivery instructions.
- All orders outside the UK are subject to a small shipping fee and delivery can range from 3 to 8 working days depending on your location.
- EU: Tracked delivery (3-6 working days depending on your location)
- Everywhere else: International Tracked delivery (5-8 working days depending on your location)
Kindly note that these delivery times are estimates and not guaranteed, and can vary depending on your location, festivities, bank holidays around delivery location, weather, strikes or other events that may prevent timely delivery.
Should you need your order to be delivered within a specific time frame, then contact us and we will arrange for faster guaranteed delivery methods (FedEx or UPS)
Please note that buyer is responsible of any taxes and import duties due, as well as paying for returns.
From time to time, we reserve the right to change the delivery method used to ensure a better service can be provided at our discretion. This includes but is not limited to upgrading you to a faster service (in this case for free), or even changing from one courier to another.
Any customs fees, taxes, tariffs, duties, etc. that may be incurred at the time of delivery would be at the discretion of your country's tax regulations. We hardly experience issues of this nature, so don't worry about it! It will most likely be ok
* If you choose the wrong shipping upgrade by accident, we will contact you to either pay the difference or to refund you any shipping overages.
- Shipping fees are non-refundable.
• Kindly note that it is the customer's responsibility to provide us with the right delivery address. When an order isn't accepted by the customer upon delivery (or there's no one to accept it on your behalf) or it is returned to us, we reserve the right to ship it back to you for an additional small shipping fee, or ultimately to issue you a partial refund of your order minus our original shipping costs.PRIVACY POLICY
• We never share, sell or disclose your details with any third party. We treat your information as strictly confidential. Your information is only used to contact you about your order or issues relating to Cerana. You can opt to receive our occasional Newsletter emails by entering your email in our newsletter boxes across our website, pop ups and at checkout. Our emails contain offers, news, marketing and details about your order, and you can easily unsubscribe at any time from the emails or our website.
Furthermore, we do not store your credit card details on our website or anywhere else, and all transactions are processed using industry standard 256-bit SSL encryption to ensure maximum security.
COOKIES POLICY
WHAT ARE COOKIES?
Cookies are small pieces of information which are issued to your computer when you visit a website and which store and sometimes track information about your use of the site. We use cookies to elevate your user experience and the quality of our site and service. It allows us to know things like where are you, how long are you on our site, if we can use retargeting ads in the future or to recognise and tailor our site to you.
Cookies won’t harm your computer and can be deleted from your browser's settings at any time. You can also delete cookies from a specific website from your browser's settings.
Opting Out of Cookies
If you prefer, you can restrict, block or delete cookies by changing your browser settings but that may mean that you won’t be able to add and buy products from our store.
WHICH COOKIES DO WE USE?
The kind of cookies we use help us with the following:
We use Cookies to remember what items you have put in your basket.
We use Cookies in regard to checkout information, however we never store your data and all transactions made through us are encrypted and comply with industry standards.
We also use Cookies to remember what items you have left in your basket over a period of time.
We also use Cookies to check the number of visits we receive in our store by a single customer and how long they stay on our site.
We use google analytics cookies to measure user interactions.
We also use Cookies to check where did you come from on the net.
We are continually striving to develop improved ways of managing your cookie preferences. As new technologies and solutions emerge, this cookies policy may be updated to reflect any such advances in technology and preference management tools.
Please do not hesitate to contact us should you have any questions about our Cookies.
