Effective date: 26 September 2024

Please read these terms carefully before placing an order or asking us to begin any service. They explain how BW Privée supplies personal shopping, styling, sourcing and concierge services, and how we arrange or supply luxury goods. These terms do not restrict any rights that cannot legally be excluded.

1. About BW Privée

BW Privée Limited is a company registered in England and Wales under company number 15980560. Our registered office is 9 Birkbeck Road, London, England, NW7 4BP. Our VAT number is GB478174650.

You can contact us at info@bwprivee.com or +44 7931 352 006. References in these terms to “BW Privée”, “we”, “us” or “our” mean BW Privée Limited. References to “you” or “your” mean the person or business placing the order.

2. Scope of these terms

These terms apply whenever you ask us to provide services or goods, whether the request is made through our website, email, telephone, WhatsApp, social media, in person or another agreed channel. They apply together with the relevant quotation, invoice, order confirmation, written brief and any special conditions we give you before the contract is made.

If a specific written term in an invoice, quotation or order confirmation conflicts with these terms, the specific written term will apply to that order, except where the law does not allow it.

If you are acting wholly or mainly outside your trade, business, craft or profession, you are a consumer. Certain provisions in these terms apply only to consumers. If you are buying for business or resale purposes, you are a business customer.

3. Our services

Depending on the brief agreed with you, our services may include:

personal shopping, luxury product sourcing and access to limited, rare or hard-to-find items;

personal styling, wardrobe consultations, wardrobe edits, event dressing and virtual styling edits;

fine jewellery and watch curation;

concierge assistance, including introductions or arrangements relating to reservations, travel, events and experiences; and

interiors, home styling and related introductions to third-party specialists.

The precise scope, fee, timing and deliverables will be set out in our communications with you. Unless we expressly agree otherwise, recommendations and introductions are personal to you and are not financial, investment, valuation, legal or tax advice.

4. Placing an order and formation of the contract

You must be at least 18 years old and legally able to enter into a contract.

A request, wishlist, product image, quotation or preliminary invoice is not acceptance of an order. A binding contract is formed when we expressly accept your order in writing, confirm that we have begun the agreed service, or accept payment, whichever happens first. Availability remains subject to confirmation until the relevant product or booking has been secured.

You are responsible for checking the description, size, colour, materials, condition, price, delivery details and any special conditions before paying. Please tell us immediately if anything is incorrect.

We may decline or cancel a request where an item or service is unavailable, payment is not received, information supplied is incomplete or inaccurate, the transaction raises legal or compliance concerns, or we reasonably consider that we cannot fulfil it.

5. Sourcing and third-party suppliers

We source through boutiques, brands, authorised retailers, professional resellers, private sellers and other third-party suppliers. We will tell you, where relevant, if an item is pre-owned, vintage, made to order, customised or supplied subject to particular conditions.

We may either sell goods to you directly or arrange a purchase from a third party, as stated in the order documents. Third-party suppliers may impose their own availability, fulfilment, warranty, repair, cancellation or return conditions. Those conditions may apply in addition to these terms, but they do not remove any mandatory rights you have against us.

An item is not secured until the supplier confirms the purchase. If a supplier withdraws availability or cancels after you have paid, we will offer a suitable alternative where possible or refund the amount paid for the unavailable item and any related service we cannot provide.

6. Product descriptions, condition and authenticity

We take reasonable care to provide accurate descriptions and images. Images, colours and scale may vary between devices, and measurements are approximate. Natural materials, gemstones, exotic skins and handmade products can contain variations that are characteristics rather than defects.

For pre-owned, vintage or display items, signs of age, storage, handling or wear disclosed before purchase form part of the description. Condition descriptions are reasonable opinions, not guarantees that an item is flawless.

We take reasonable steps to source authentic goods from suppliers we consider reputable. Any brand warranty, authenticity card, certificate, service history, box, dust bag or other accessory is included only where specifically stated. We are not affiliated with or endorsed by a brand unless we expressly say so.

You must follow all care, storage and use instructions provided with an item. We are not responsible for damage caused by misuse, accident, incorrect storage, normal wear and tear, unauthorised alteration or failure to follow care instructions.

7. Prices, fees, taxes and currency

The amount payable may include the product price, our service or sourcing fee, delivery, insurance, payment charges, duties, taxes and other costs disclosed to you. We will explain the applicable pricing as clearly as reasonably possible before accepting your order.

Prices can vary according to sourcing location, supplier availability, market conditions and currency. Where conversion is required, we may use the exchange rate available to us when payment or purchase is processed, together with any disclosed conversion or banking cost.

If a price is obviously incorrect, we may decline or cancel the affected order and refund amounts paid. If a non-obvious error is discovered before fulfilment, we will give you the choice of accepting the corrected price or cancelling the affected order.

Unless we expressly quote delivery on a duties-paid basis, you are responsible for import VAT, customs duties, brokerage fees and other destination charges. Estimates are not guarantees; customs authorities determine the final amount.

8. Payment, deposits and verification

Payment is due in the currency, amount and timeframe shown on the invoice or payment request. We may accept bank transfer or an approved payment provider. You are responsible for bank, card, intermediary and foreign-exchange charges unless we agree otherwise.

Where a deposit or part-payment is requested, the order becomes confirmed when we accept that payment. We may apply a deposit toward supplier costs, reserved appointment time and work already performed. Any treatment of a deposit on cancellation is subject to section 12 and your mandatory legal rights.

Title to goods does not pass to you until we have received cleared payment in full. We may withhold goods or suspend services while any amount is overdue.

We may request identity, address, source-of-funds or other compliance information and may refuse third-party payments. We may delay, reject or refund a transaction where reasonably necessary to comply with law, sanctions, fraud-prevention or anti-money-laundering obligations.

9. Delivery, customs and risk

Delivery dates are estimates unless we expressly agree a guaranteed date. We are not responsible for delays caused by suppliers, customs, carriers, weather, security checks or other events outside our reasonable control, but we will keep you reasonably informed.

You must provide a complete and accurate delivery address and any information required for customs clearance. You are responsible for costs caused by an incorrect address, refusal to accept delivery, failure to complete customs formalities or failure to pay destination charges.

We may use tracked, insured or specialist carriers appropriate to the nature and value of the item. You must inspect the parcel promptly and notify us as soon as reasonably possible of visible damage, loss or missing contents, retaining the packaging and evidence needed for a carrier claim.

For consumers, risk passes when the goods are delivered to you or a person identified by you to receive them, unless you independently appointed a carrier we did not offer. For business customers, risk passes when goods are handed to the carrier.

10. Styling appointments and digital edits

You must provide accurate measurements, sizes, preferences, budget, access information and other details reasonably required for the service. Styling is subjective, and recommendations do not guarantee fit, availability, resale value or that a product will meet every personal preference.

Appointment fees, travel and accommodation costs, expenses, deliverables and rescheduling terms will be confirmed before booking. If you cancel or postpone, we may retain or charge reasonable costs already incurred and a reasonable amount for work already performed or time that cannot reasonably be rebooked, subject always to section 12 and applicable law.

Virtual edits and look books are supplied for your personal use. Product availability and prices may change after an edit is delivered. Unless otherwise agreed, one reasonable round of corrections for factual errors is included; a material change to the brief may require a further fee agreed in advance.

11. Concierge, interiors and third-party bookings

When we arrange a reservation, ticket, journey, experience, interior service or other third-party service, the third party supplies that service and its own terms and cancellation policy will apply. We act as an introducer or arranging intermediary unless we expressly state that we are the supplier.

You are responsible for checking names, dates, travel documents, entry requirements, accessibility needs and booking details before confirmation. Tickets and reservations may be non-transferable or non-refundable under the third party’s terms. We are not responsible for the third party’s acts or omissions, but we will provide reasonable assistance with issues relating to arrangements we made.

Interior designers, contractors, florists and other specialists introduced by us may contract with you directly. Any project scope, minimum spend, deposit, installation, warranty or cancellation terms should be confirmed in that separate contract.

12. Cancellation rights

12.1 Consumer service contracts

If you are a consumer and enter into a service contract at a distance or away from our business premises, you will normally have 14 days from the day after the contract is made to cancel without giving a reason. You can cancel by emailing info@bwprivee.com or using the model cancellation form at the end of these terms.

If you ask us to begin during the cancellation period, you expressly request early performance. If you then cancel, you must pay a proportionate amount for services supplied up to cancellation and any non-recoverable third-party costs you expressly authorised, to the extent permitted by law. If the service is fully performed during the cancellation period after your express request and acknowledgement, you may lose the right to cancel once performance is complete.

12.2 Consumer goods purchased at a distance

If you are a consumer and buy goods at a distance, you will normally have 14 days from the day after delivery to tell us that you wish to cancel, followed by a further 14 days to return the goods. This right does not apply where a legal exception applies, including goods made to your specifications or clearly personalised, goods liable to deteriorate rapidly, or sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.

An item is not automatically excluded from statutory cancellation rights merely because it is rare, expensive or sourced specially at your request. Where no legal cancellation right applies, we may still agree a return at our discretion and subject to the supplier’s policy. Any statement that an order is final, non-returnable or non-refundable is subject to your mandatory legal rights.

12.3 Business customers

Business customers have no automatic change-of-mind cancellation right. After acceptance, a business order may be cancelled only with our written agreement and on terms that reimburse our reasonable work, commitments, supplier charges and losses arising from cancellation.

13. Returns, refunds and exchanges

Before returning anything, contact us at info@bwprivee.com for instructions. Do not send goods to our registered office unless we authorise that return address in writing.

Where you exercise a statutory change-of-mind right, goods must be returned without undue delay and no later than 14 days after notifying us. You may inspect goods as you would in a shop, but you are responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Original packaging, labels, protective films, certificates, boxes and accessories should be returned where supplied.

Unless goods are faulty, misdescribed or we agree otherwise, you are responsible for return costs and safe, suitably insured carriage. High-value returns must use the method we reasonably specify. We may withhold a refund until the goods are received or you provide evidence of return, as permitted by law.

Refunds will normally be made to the original payment method. Where applicable, we will refund standard outbound delivery. Premium delivery, duties, taxes, customs charges and currency losses will only be refunded to the extent required by law or recovered by us.

14. Faulty, damaged or misdescribed goods

Consumers have statutory rights where goods are faulty, not as described or not fit for purpose. Nothing in these terms limits those rights. Contact us promptly with photographs and relevant details. Depending on the circumstances and applicable law, the available remedy may include repair, replacement, price reduction or refund.

A disclosed feature of a pre-owned item, a natural variation, ordinary wear and tear, accidental damage or damage caused by misuse is not a fault. A supplier or brand may need to inspect an item before confirming a manufacturing defect or remedy.

15. Your responsibilities

You agree to:

provide complete, accurate and current information, including delivery, sizing and contact details;

use lawful funds and comply with reasonable identity and compliance requests;

not ask us to purchase, transport or arrange anything unlawful, sanctioned, counterfeit or prohibited;

obtain any permits or import approvals required at the destination; and

not misuse our services, staff, supplier relationships, confidential materials or intellectual property.

16. Intellectual property, confidentiality and publicity

Our website, branding, photographs, edits, look books, written materials and other content are owned by or licensed to us. We grant you a limited, non-transferable right to use personalised styling materials for your own private purposes. You must not reproduce, publish, sell or commercially exploit them without our written permission.

We will treat non-public information about your orders, wardrobe, address and preferences confidentially, subject to disclosures needed to fulfil the contract, comply with law or protect legitimate interests. We will not identify you publicly or use your image, name, home or order for marketing without permission.

17. Personal data

We process personal data to manage enquiries, orders, payments, delivery, client relationships, compliance and legal obligations. We may share necessary information with payment providers, suppliers, carriers, customs agents and professional advisers. Further information should be read in our Privacy Policy, which is separate from these contractual terms.

18. Liability

We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable when the contract was made, or for loss caused by inaccurate information from you, your breach, or events outside our reasonable control.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability under mandatory consumer law.

If you are a consumer, we do not exclude liability for losses arising in the ordinary course of your private use. We are not liable for business losses. If you are a business customer, our total liability arising from an order will not exceed the total amount paid to us for that order, except where liability cannot lawfully be limited; and we will not be liable for indirect loss, loss of profit, revenue, opportunity, goodwill or anticipated savings.

19. Events outside our control

We are not in breach for delay or failure caused by an event outside our reasonable control, including supplier failure, carrier disruption, customs action, strikes, severe weather, natural disaster, epidemic, war, civil unrest, government action, sanctions, cyber incident or failure of communications or payment systems. We will take reasonable steps to reduce the effect and will contact you if fulfilment is materially affected.

20. Ending the contract

We may suspend or end a contract by written notice if you fail to pay, materially breach these terms, do not provide information needed for fulfilment, behave abusively toward our team or suppliers, or create a legal, compliance or safety risk. Ending the contract does not affect rights and liabilities already accrued. We will account fairly for amounts paid, work performed, goods ordered and non-recoverable commitments, subject to applicable law.

21. Changes to these terms

We may update these terms from time to time. The version supplied or made available when your contract is formed will apply to that contract. A later change will not retrospectively alter an existing order unless the change is required by law or you agree to it.

22. General

If any provision is found unlawful or unenforceable, the remaining provisions will continue. A delay in enforcing a right is not a waiver. You may not transfer your rights or obligations without our written agreement. We may transfer ours where this does not reduce a consumer’s rights.

The contract is between you and BW Privée. No other person has a right to enforce it, except a lawful successor or permitted transferee.

23. Governing law and complaints

Please send complaints to info@bwprivee.com, including your invoice number and relevant evidence. We will aim to acknowledge the complaint promptly and work with you in good faith toward a resolution.

These terms and any non-contractual dispute are governed by English law. If you are a consumer resident in another part of the United Kingdom, you may also benefit from mandatory local law and may bring proceedings in your local courts. Otherwise, the courts of England and Wales will have jurisdiction, subject to any mandatory rights that apply where you live.

Model Cancellation Form

Complete and return this form only if you wish to cancel a contract and have a legal right to do so.

To: BW Privée Limited, 9 Birkbeck Road, London, England, NW7 4BP

Email: info@bwprivee.com

I/We give notice that I/we cancel my/our contract for the sale of the following goods and/or supply of the following services:

Goods or services:

Order or invoice number:

Ordered on:

Received on:

Customer name:

Customer address:

Signature: (Only required if this form is submitted on paper)

Date: