TERMS AND CONDITIONS

Please read and understand the Terms and Conditions below before placing an order. These Terms and Conditions of Trading (‘Agreement’) apply to all sales between Pelican House and our subcontractors (‘us/we/our’) and the Customer (‘you/your’) in relation to all sales of goods and services. 

Returns Policy 

We want to ensure you are entirely happy with your purchase. Our returns policy is 7 days upon receipt for a full refund or exchange for standard size and designs - provided that the item is returned complete and in original condition. You will need to cover the cost of return shipping within the UK/ US/ EU. Original delivery cost will not be refunded. 

To return an item, you must first contact us at studio@pelican-house.com

It is recommended that you keep the original packaging in order to make returning items easier. If you no longer have the original packaging we can suggest alternatives or we will send you new packaging free of charge. 

Please note: Returns are not possible on any Custom or Bespoke items you have ordered as these are specially commissioned items tailor-made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering. For security reasons we can only make refunds to the original payment method you used to place your order. Once the item has been returned to us, it typically takes between 3-5 working days for the return to be processed and the money to show in your account. 

Delivery Times and Charges

Lead times are stated in the product description and discussed for custom projects. You will be notified in advance when your product is out for delivery. It is your responsibility to confirm the delivery date, address and telephone number of who’s receiving the product.

All delivery dates and lead times are only estimates and subject to change from time to time. We accept no liability for any loss or damage (whether direct or indirect) if delivery takes place at any time other than the estimated date for delivery. 

We deliver to most national and international destinations. Deliveries to all international addresses will take longer, but we try to send all orders by the quickest route possible. 

Pricing
 Prices and availability of goods are subject to change without notice. All prices will be valid on our written quotations for 30 days from the date of issue.

The customer is responsible for any other shipping duties and taxes on purchase. 

Custom Artwork and Charges 

Custom prices are subject to the following charges:

  • Resizing - free of charge
  • Recolouring - £250 minimum charge per rug
  • New designs - we will quote on a case by case basis depending on the complexity of the design. There will be a minimum charge of £300 to create the design. There will be a £250 charge for sampling, which will be removed from the price of the rug should it go ahead. 

Due to the handcrafted nature of this product, the final colour and dimensions may differ slightly from those specified. All Custom items are non-returnable as they are commissioned items made only to your specifications.

Please note larger sizes may take longer to make than our standard lead times.

  Payment

  1. All prices are quoted in Pound Sterling (£ GBP). These prices exclude delivery costs, which will be added to the total amount due. Payment for all goods must be made in advance at the time of ordering.
  2. All products will remain the property of Pelican House until the rug has been paid in full.
  3. For custom orders please note; a 50% deposit is required to put the rug into production and then the remaining balance is required prior to delivery and/or installation.
  4. Any bank charges incurred are the responsibility of the customer.

Placing an Order 

By placing an order with us you are deemed to have read, understood and agreed to these Terms and Conditions. If you are unhappy with or unclear about any aspect of these terms, please Contact Us before placing an order or email studio@pelican-house.com before ordering.

Once you have placed an order, we will send you a confirmation that your order has been received, which we request you keep in a safe place as we may ask you for information from it in any correspondence. If you did not receive this email please contact us at studio@pelican-house.com

Prices and availability of goods are subject to change without notice. A delivery charge will be added to your order value where appropriate. 

Product Description

All products are sold subject to the specific product description. All reasonable care is taken by Pelican House to ensure the product details and description are accurate when they are entered on to the system. All finished products are handcrafted and as such may have inconsistencies, variances in colour, shade, pattern, or size within tolerance of their technique. 

Some of the images shown are for illustration purposes only, occasionally the description may not be a true reflection of the goods purchased. Many products are photographed or shown with additional props, these are not included in the sale of the product. 

Product Size and Colour 

All of our products are handmade, and rugs can vary in size by up to 10cm in width or length from the size shown. Likewise, colours can vary slightly from rug to rug. This is normal and, by placing an order, you confirm your understanding and acceptance of this. 

Force Majeure 

Our performance of any part of a contract with you is subject to variation or cancellation and the grant of an extension of time from any cause arising from an act of God, war, strikes, lock-outs, flood, drought, failure by our suppliers to fulfill an order, or other cause of any nature whatsoever beyond our control or owing to inability and time to procure materials, labour or any articles at all and you agree to accept increased prices for the products due to any of the aforesaid reasons. In all circumstances time is not of the essence of the contract. 

Limitation of Liability

Pelican House’s total liability to the Customer, whether in contract, tort (including negligence), for breach of statutory duty or otherwise, arising out of or in connection with this T&C’s, shall be limited to an amount equivalent to 100% of the price paid by the Customer in respect of this order

Data Protection 

Pelican House is a registered data controller in accordance with the Data Protection Act 1998 (‘the Act’). We process your personal data in accordance with the Act. 

We understand that many people still worry about submitting personal details on the Internet – especially their credit/debit card numbers. So we’d like to reassure you that any information you provide here will remain safe and secure.

Rights of Third Parties 

For the purpose of the Contracts (Rights of Third Parties) Act 1999, this Agreement does not and is not intended to give any rights, or any right to enforce any of its provisions, to any person who is not a party to it. 

Applicable Law 

We own, control and operate the web site from our offices within England. Accordingly the laws of England & Wales govern claims relating to, including the use of the web site and the materials contained therein. If you choose to access our website from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between The Rug Company Ltd and you the laws of England and Wales will apply at all times. 

Our address and all communications can be addressed to us at : Pelican House, 53 Fifth Avenue, London. W10 4DL.

Complaints Procedure 

If you have any queries, issues or complaints in relation to any products purchased from Pelican House, please contact studio@pelican-house.com.