Terms and conditions of sale

These Terms and Conditions govern all contracts entered into between SORAYA MILANO LLC, as seller, and any natural or legal person (the “Customer”) placing an order on the website or related sales channels. Placing an order constitutes full acceptance of these Terms, which the Customer acknowledges having read before validating the order.

We reserve the right to amend these Terms from time to time. The applicable version is the one in force on the date the order is placed, as displayed on the site and accepted by the Customer at checkout.

SORAYA MILANO LLC, the full details of which are set out on the Company Information page.

Products are described on their dedicated product pages: essential characteristics, dimensions, materials, care instructions, unit price, availability. Photographs and illustrations are indicative and not strictly contractual regarding natural variations of shade, grain or finish inherent to handcrafted items.

Products are offered subject to availability. In case of unavailability after order placement, we will inform the Customer by email as soon as possible and refund any amount paid for the unavailable item.

Prices shown on the site are expressed in GBP (or any currency displayed) including all applicable taxes (VAT where applicable). Delivery charges are calculated and displayed at the basket stage based on the parcel weight, volume and destination.

We may amend our prices at any time. Products will however be invoiced based on the prices in force at the time of order validation, subject to availability.

The Customer places an order online following the journey described on the site: product selection, basket, delivery and billing information, shipping method selection, payment method selection and final validation.

Before validation, the Customer can review the order details, the total amount, and correct any errors. Order validation entails acceptance of these Terms. A confirmation email summarising the order is sent shortly after.

We reserve the right to refuse or cancel any order in duly justified circumstances, including: previous dispute with the Customer, manifest pricing anomaly, suspicion of fraud, payment failure, product unavailability.

Payment is taken online at the time of ordering, by the methods presented at checkout: debit/credit card (Visa, Mastercard, Amex), digital wallets (Apple Pay, Google Pay, Shop Pay) or any other displayed means. All transactions are secured by TLS encryption, PCI-DSS standards and 3D Secure strong customer authentication under PSD2.

We do not store full card numbers: these are transmitted in encrypted form directly to our regulated payment service provider.

The order becomes firm and final upon actual receipt of payment. In case of payment failure or delay, we may suspend or cancel the order, without prejudice to any damages.

Delivery zones, lead times, charges, tracking and delay management are detailed in our Shipping Policy, accessible from the footer. Stated lead times are in working days from order confirmation and effective payment.

Under the UK Consumer Rights Act 2015, if the goods have not been delivered within 30 days (or any other agreed period), the Customer may, after giving us a reasonable additional time to deliver, treat the contract as at an end and obtain a full refund.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the consumer Customer has a period of 14 calendar days from the day they (or a person designated by them, other than the carrier) physically receive the last item of the order to cancel without giving any reason.

The detailed procedure, exclusions and statutory cancellation form are set out in our Return Policy, accessible from the footer.

The Customer benefits from the following statutory protections:

• Consumer Rights Act 2015 — goods to be of satisfactory quality, fit for purpose and as described: if the goods do not conform, the Customer is entitled to a short-term right to reject (within 30 days), a right to repair or replacement, or a price reduction or final right to reject if repair / replacement is unsuccessful.
• Latent defect protection (where applicable): in some jurisdictions, equivalent protections apply for hidden defects rendering the goods unfit for purpose.

To exercise these rights, contact our customer service team with a description of the issue, photographs where relevant and a copy of the invoice. No charge will be made to the Customer in connection with exercising statutory rights.

Any complaint may be sent to our customer service team quoting the order number and the nature of the issue. We acknowledge complaints promptly and respond within a reasonable time.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot be excluded by law.

Subject to the above, our total aggregate liability arising under or in connection with these Terms shall be limited to the price paid by the Customer for the relevant order, with no liability for indirect, consequential or special losses including loss of profits, loss of business, loss of reputation or loss of opportunity.

We shall not be liable for any failure or delay in performing our obligations caused by events beyond our reasonable control (pandemics, natural disasters, transport strikes, major disruption to internet or hosting providers, armed conflict, etc.). In such cases performance is suspended for the duration of the event.

All elements of the site and contents remain the exclusive property of SORAYA MILANO LLC. The Customer agrees not to reproduce them without authorisation. See the Company Information page for further details.

The processing of personal data is governed by our Privacy Policy, accessible from the footer. The Customer has the rights provided under UK GDPR detailed therein.

Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, the Customer may, where appropriate, refer an unresolved complaint to a certified ADR body. Submission to ADR is only possible after a prior attempt at amicable resolution directly with the seller. The European ODR platform is available at https://ec.europa.eu/consumers/odr.

These Terms are governed by the laws of England and Wales (or any other jurisdiction notified to the Customer on the Company Information page). Any dispute relating to their interpretation or performance is subject to the exclusive jurisdiction of the courts of that same jurisdiction, subject to mandatory consumer protection rules.

SORAYA MILANO LLC.