Terms and Conditions
You can find everything you need to know about us, Page & Wick, and our products on our website before you order, and on our posts on social media. We also confirm the key information to you in writing after you order, either by email or in your online account. Although we’ve tried to make these terms easy to understand, please feel free to contact us at [email protected] if you have any questions.
Agreement and Ordering
When you buy from us, you are agreeing to these terms. This means that this is the contract between you and us in relation to your purchase or subscription and is legally binding once you accept them.
We contact you to confirm we’ve received your order, and we accept it when we confirm to you that your order is accepted, or dispatch or supply the product and confirm dispatch or supply to you.
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, as stated on our website, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
Please be aware that we charge you when you order your product. However, for some products we take payment at regular intervals, as explained to you during the order process. If your product is goods, you will own it once we have received payment in full.
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
Pre-orders
Product colours may appear slightly different depending on screen settings, photography and the materials used. The images, digital mock-ups and artwork displayed on our website and in promotional materials are intended to illustrate the proposed design of the product. While we make every effort to ensure they accurately represent the final product, colours, finishes, materials and certain design details may vary slightly during the production and manufacturing process.
Minor differences between digital mock-ups and the finished product, including variations in colour, foil, sprayed or printed edges, embossing, endpapers, texture or other decorative finishes, do not constitute a fault provided the product remains substantially as described.
If we issue discount or promotional codes, we do so at our discretion and may revoke them at any time (including before any stated expiry date). They cannot be applied after you have placed your order. You should not republish any promotional codes issued personally to you. Please feel free to contact us if you have any questions regarding these codes.
Subscriptions
When you sign up to one of our subscriptions, you will be subscribed to a regular order of products from us. These products will be provided to you at the intervals set out when you agreed to the subscription in accordance with these terms. By signing up to one of our subscriptions, you are agreeing to pay recurring periodic subscriptions for an indefinite time until deactivated by you or us.
The contents of subscription boxes will usually remain unknown until you receive your box, unless we post online or email you the contents in advance.
In relation to our subscription products, if you require the changes to take effect prior to your next delivery you must do this within your online account (or through our support email) prior to the cut-off date and time stated on our website or email correspondence. We reserve the right to change the cut-off date and time and will notify you of this change. You will be unable to make a change to your order after this cut-off time, including but not limited to skips, cancellation, address changes, payment details and subscription contents. You will be charged for any delivery which is active at the time of cut-off. If payment for your next delivery has been taken prior to the cut-off date, this will be refunded less an amount equal to the payment processing fee we are charged by our payment services provider for taking and returning said amount.
If we agree to provide goods by subscription, you will need to pay the relevant subscription charges at the times notified to you when you agreed to the subscription. Subscription fees will be charged at the intervals notified to you, and payment will be taken using the payment details you provided when you agreed to the subscription (or which are subsequently attached to your account on the relevant cut-off date and time). By providing such payment details to us, you authorise us to take payment from such account or charge any credit or debit card or other payment method provided.
Payment must be made in advance, in full and in cleared funds before dispatch of goods to you
Your subscription will remain in place unless cancelled. Subscriptions can be managed through your online account. If you are unable to access your account, please contact our customer support team, and we will assist you. If you cancel your subscription and reactivate at a different time, the price may be different from the price in effect for the plan at the time of cancelling your original subscription.
If you require a cancellation to take effect prior to your next scheduled delivery, you must do so through your account or via our support email prior to the relevant cut-off date and time.
We may increase your subscription shipping fees from time to time. We will advise you of any such change at least one month in advance. You will have the right to terminate your subscription as a result of such change in pricing. If you wish to terminate your subscription as a result, you should do so prior to the date on which we notify you that the changes will become effective; otherwise, you will be charged the increased prices.
We reserve the right to suspend or terminate subscriptions where reasonably necessary, including in cases of fraud, abusive behaviour, repeated failed payments, breaches of these Terms, stock limitations or where a subscription is discontinued.
Providing the Products – Pre-orders
Some Page & Wick products are offered for sale before production has been completed. Where a product is described as a pre-order, payment will ordinarily be taken at the time the order is placed unless we tell you otherwise during the ordering process.
Any production, dispatch or delivery timeframe shown for a pre-order is an estimate based on the information available to us at the time. Pre-order schedules may change due to circumstances including publisher approvals, licensing requirements, artwork completion, printing, manufacturing, quality-control checks, freight, customs processing or other matters involved in producing and delivering the product.
We will provide updates where there is a significant change to the estimated timeframe. Purchasing a pre-order does not affect your statutory rights.
Estimated Delivery Dates
Any dispatch or delivery dates provided on our website, in product listings, by email or through customer communications are estimates only and are not guaranteed. While we will always endeavour to dispatch and deliver your order within the estimated timeframes provided, delays may occur due to circumstances outside our reasonable control, including but not limited to publisher schedules, printing and manufacturing delays, licensing approvals, customs processing, shipping disruption, courier delays or other unforeseen events.
If there is a significant delay to your order, we will keep you informed and provide updates where reasonably possible.
Delivery
If no one is available to receive your delivery, our courier may follow any delivery instructions you have provided, including leaving the parcel in an authorised safe place or with a neighbour where you have requested this or where the courier’s delivery options permit.
Responsibility for the goods passes to you once they have been delivered to the delivery address provided by you, an authorised safe place selected by you, or another person authorised by you to receive the delivery.
If your parcel is redirected to a local collection point or depot by the courier, responsibility for the goods will pass to you once the courier has made the parcel available for collection in accordance with their delivery procedures.
Delays Outside Our Control
If the supply of your product is delayed due to circumstances outside our reasonable control, we will notify you as soon as reasonably possible and take reasonable steps to minimise the impact of the delay. This includes delays caused by publishers, printers, manufacturers, licensors, shipping providers, customs authorities or other third parties involved in producing or delivering your order.
Your right to change your mind
For many of our products bought through our website, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
| Your legal rights | Returns |
| 14 days to change your mind, (online sales only). | You pay costs of return |
You can’t change your mind about an order for certain things, including goods that are made to your specifications or are personalised.
If you change your mind about a product, you must let us know by emailing [email protected] or otherwise following the relevant returns process through your online account no later than 14 days after the day we deliver your goods. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
You have to return goods to us (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can send the product back to us, using an established delivery service. You should keep a receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns feel free to contact us at [email protected].
If your product hasn’t been delivered, we will refund you or send a replacement as soon as possible and within 14 days of you telling us you’ve changed your mind. If you have received goods from us that you’re sending back to us, we refund you within 14 days of receiving them back from you. We refund you by the method you used for payment. We don’t charge a fee for the refund.
We will only refund standard delivery costs. For example, we don’t refund any extra you have paid for express delivery or delivery at a particular time.
We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, the packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.
Ending a subscription
You can view our FAQ’s on how to cancel a subscription via our website or contact our support email for help. You must terminate such an agreement prior to the relevant cut-off date and time (as referred to above). If you have any questions, please contact us by emailing our support email.
If there is something wrong with your product
If you think there is something wrong with your product, you should contact us by emailing [email protected]. We are under a legal duty to supply goods and our subscription services in conformity with our contract with you. If your box has arrived damaged or items are missing, we will offer an appropriate replacement/refund in line with your consumer rights as long as it can be shown that the box you were charged for was not provided as it should have been. We ask customers to notify us of any transit damage, missing items or visible defects as soon as reasonably possible, preferably within 30 days of delivery, together with photographs where available. This helps us investigate issues efficiently and does not affect your statutory rights.
For any items ordered outside of the subscription, refunds will be processed in full, minus the card processing fee.
We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Our special-edition products may include handmade, hand-finished or specialist manufacturing features such as sprayed or digitally printed edges, foil, embossing, debossing, ribbons, tip-ins, endpapers, overlays, slipcases and other decorative finishes.
Due to the nature of these manufacturing processes, minor variations may occur between individual copies. These may include slight differences in colour, texture, alignment, foil placement, edge printing, ribbon length, binding, finish or other decorative details.
A minor variation that does not materially affect the appearance, use, quality or value of the product may not amount to a defect. We will assess reported issues reasonably and individually, taking into account the nature of the product and the manufacturing process used.
This section does not affect your statutory rights where goods are faulty, damaged, not as described, of unsatisfactory quality or otherwise do not conform to the contract.
Chargebacks and Payment disputes:
We encourage customers to contact us before initiating a chargeback with their bank, as we will always aim to resolve any issues promptly in line with our customer service response times.
Where a customer repeatedly initiates chargebacks instead of allowing us the opportunity to resolve the matter directly, we reserve the right to refuse future service, terminate any active subscriptions, and cancel any outstanding orders.
Due to the exclusive-edition and made-to-order nature of many of our products, we do not generally offer refunds or exchanges unless required by law or as expressly set out in these Terms.
Nothing in these Terms affects your statutory rights. Where you are legally entitled to a refund, repair, replacement or other remedy, we will provide the appropriate remedy in accordance with applicable consumer law.
Changes
We can always change a product to reflect changes in relevant laws and regulatory requirements or to make minor technical adjustments and improvements. These are changes that don’t affect your use of the product.
We can also make other changes to the product or these terms, but if we do so we’ll notify you and you can then contact us at our support email to end this contract before the change takes effect and receive a refund for any products you’ve paid for in advance, but won’t receive
We can suspend the supply of a product, for example to deal with technical problems or make minor technical changes, update the product to reflect changes in relevant laws and regulatory requirements, or make changes to the product (as above).
We can also withdraw products and stop providing them, such as an ongoing service or a subscription. We will endeavour to let you know in advance, and we will refund any sums you’ve paid in advance for products which won’t be provided.
We can also end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:
you don’t make any payment to us when it’s due, and you still don’t make payment within 7 days of our reminding you that payment is due;
you don’t, within a reasonable time of us asking for it, provide us with information or cooperation that we need to provide the product (such as personalisation in respect of bespoke goods);
you don’t, within a reasonable time, allow us to deliver the product to you. This does not impact your legal right to change your mind.
Limitation of liability
We’re not responsible for losses you suffer caused by us breaking this contract unless if the loss is:
Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control, as long as we have taken the reasonable steps set out in these terms.
Nothing in these terms shall limit or exclude our liability for:
death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
fraud or fraudulent misrepresentation.
breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
defective products under the Consumer Protection Act 1987; or
any matter in respect of which it would be unlawful for us to exclude or restrict liability.
You have several options for resolving disputes with us
If you have any complaints, please contact us first at [email protected], and we will endeavour to resolve any issues with you.
These terms are governed by English law. Wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
How we use any personal data you give us is set out in our Privacy Policy, which is available on our website.
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this. We may not agree if we consider it may affect our rights under this contract or our reputation.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it, and neither of us will need to ask anybody else to sign off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
Customer Conduct
We are committed to treating all customers with respect and ask that the same courtesy is shown to our team, partners and community.
We understand that concerns and complaints may arise from time to time, and we welcome constructive feedback. However, we will not tolerate harassing, abusive, threatening, discriminatory or intimidating behaviour directed towards our employees, contractors, authors, artists, publishing partners or other members of our community. This includes communications by email, social media, live chat or any other platform.
Where we reasonably believe that a customer’s behaviour falls into this category, we reserve the right to refuse further service, cancel outstanding orders or subscriptions that have not yet been dispatched, and issue a full refund for any undelivered products. We may also restrict or permanently remove access to future purchases, subscriptions or other services where appropriate.
This clause does not affect your statutory rights in relation to products you have already received or any rights you may have under consumer law. It is not intended to prevent customers from raising genuine complaints or exercising their legal rights. We welcome honest feedback and will always seek to resolve concerns fairly and professionally.