Terms of service
TERMS & CONDITIONS
These Terms & Conditions govern your use of the Fax Copy Express international online store and any purchase made through this website.
WHO WE ARE
The international online store is operated by TERRA LIVING LTD, a company registered in England and Wales under company number 17386374, with its registered office at 167–169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom.
VAT No. GB 527 6925 58.
Fax Copy Express is the brand under which the products and website are presented. Your contract of sale for purchases made through this international online store is with TERRA LIVING LTD.
References to “Fax Copy Express”, “we”, “us” or “our” in these Terms refer to TERRA LIVING LTD in its capacity as operator and seller of the international online store.
USE OF THE WEBSITE
You may use this website for personal, non-commercial purposes and to purchase products offered through the store.
You must not misuse the website, interfere with its operation, attempt to gain unauthorised access to it, or use it for any unlawful or fraudulent purpose.
We may update, suspend or withdraw any part of the website where reasonably necessary.
PRODUCTS
We make reasonable efforts to ensure that product descriptions, colours, measurements, materials and images are accurate.
Colours and appearance may vary depending on your screen, device and lighting conditions. Measurements may also vary slightly due to the nature of manufacturing.
All products are subject to availability. We may modify or discontinue products without notice.
ORDERS
By placing an order through this website, you are making an offer to purchase the products included in your order.
After placing an order, you will receive an order confirmation. This confirms that we have received your order but does not necessarily mean that your order has been accepted.
A contract between you and us is formed when we confirm that your order has been dispatched.
We may decline or cancel an order where reasonably necessary, including where a product is unavailable, there is an obvious pricing or product information error, payment cannot be authorised, we reasonably suspect fraud or misuse, or we are unable to fulfil the order due to legal or regulatory requirements.
If we cancel an order after payment has been taken, the amount paid will be refunded to the original payment method.
PRICES & PAYMENT
Prices are displayed in the currency applicable to the market or region selected on the website.
Prices may vary between markets due to exchange rates, taxes, customs duties, operating costs and local pricing.
Prices include VAT where applicable. The applicable product price, shipping charge and any customs duties or taxes collected separately will be shown before you complete your purchase.
Payment must be made using one of the payment methods available at checkout.
Payments are processed through Shopify and other authorised payment service providers. You confirm that you are authorised to use the payment method provided and that the information submitted is complete and accurate.
We do not normally receive or store your full payment card details. These are processed by the relevant payment service provider.
SHIPPING & DELIVERY
Orders are normally processed within 1–2 business days after payment has been confirmed. Processing may take longer during launches, promotional periods and public holidays.
Available delivery services, shipping charges and estimated delivery times are set out in our Shipping & Duties page and displayed at checkout.
Delivery times are estimates and begin once an order has been dispatched. Delays may occur due to customs checks, carrier disruption, severe weather, public holidays, local restrictions or other circumstances outside our reasonable control.
You are responsible for providing a complete and accurate delivery address and contact information.
We cannot guarantee that an order or delivery address can be changed once processing has begun or the order has been dispatched.
If a parcel is returned because delivery was refused, it was not collected, or the delivery information supplied was incomplete or incorrect, direct return-to-sender or redelivery costs may be deducted from any refund or charged before the parcel is sent again, where permitted by law.
Risk in the products passes to you when the products are delivered to you or to a person nominated by you to receive them.
CUSTOMS DUTIES & TAXES
For orders delivered to the European Union or Japan, applicable customs duties and taxes are included in the prices displayed on the website.
For all other international destinations, applicable customs duties and taxes are calculated and collected at checkout. The applicable rates are determined by the destination country and shown before you complete your purchase.
All international orders are shipped Delivered Duty Paid (DDP). No surprise duties or taxes are expected on delivery.
If a carrier or customs authority unexpectedly requests an additional payment, please contact us at info@faxcopyexpress.store before making the payment so that we can review the request.
Additional costs arising from incomplete or inaccurate information provided by the customer, failure to cooperate with customs, refusal or non-collection of a delivery, or import restrictions applicable to the destination may remain the customer’s responsibility where permitted by law.
RETURNS & EXCHANGES
Return requests must be made within 14 days of receiving your order, subject to the conditions and statutory rights described in our Return & Refund Policy.
For EU orders, the withdrawal period runs for 14 calendar days beginning on the day after the final item in the order is delivered. If the final day falls on a Saturday, Sunday or applicable public holiday, the period is extended until the end of the next working day.
To request a return or cancellation by email, contact info@faxcopyexpress.store with your order number and the item or items concerned.
Customers in the European Union may also submit a return request for delivered items, or a cancellation request for items that have not yet been fulfilled, through our online return and cancellation page.
After an EU online request is submitted, an automatic email will confirm that the request has been received. This acknowledgement is separate from the return instructions or cancellation outcome, which will be sent afterwards.
Where the EU statutory right of withdrawal applies and notice is submitted within the applicable period, the withdrawal is not subject to discretionary approval. We may verify the order details, timing of the request and whether a statutory exception applies.
Please do not send any item back before receiving return instructions from us.
For standard returns made because of a change of mind, sizing or preference, the applicable return shipping fee is the customer’s responsibility and will be deducted from the refund.
For returns from the European Union, the fixed return shipping fee is £13 GBP. If the order was paid in another currency, the corresponding converted amount will be deducted from the refund. The exact amount will be stated in the separate return instructions sent after the request acknowledgement.
The EU return fee does not apply where an item is damaged, faulty or incorrect, or where applicable law requires us to bear the return cost.
We do not currently offer direct exchanges. If you would like a different size, colour or item, please return the original item and place a new order separately.
RETURN CONDITIONS
Returned items must be unworn, unused and unwashed, with all original tags attached and, where applicable, returned in their original packaging.
Under our standard returns policy, items that do not meet these conditions may be refused.
Where a statutory cancellation or withdrawal right applies, we may reduce the refund only to the extent permitted by law if the value of the item has been diminished by handling beyond what is reasonably necessary to inspect it.
For hygiene and safety reasons, sealed goods that are not suitable for return for health or hygiene reasons cannot be returned once the seal or protective packaging has been removed. This may include certain underwear, socks and other hygiene-sensitive products.
Gift cards, personalised or customised products, and items clearly marked as Final Sale are also non-returnable under our standard returns policy, except where the item is faulty or applicable law provides otherwise.
REFUNDS
Once a return has been received and inspected, we will confirm whether the refund has been processed.
Standard refunds will normally be issued to the original payment method within 5–10 business days following receipt and inspection of the returned item.
Your bank or payment provider may require additional time for the refund to appear in your account.
Original shipping charges are non-refundable except where a refund is required by applicable consumer law.
Where a statutory cancellation or withdrawal right requires us to refund the original delivery charge, we will refund the cost of the least expensive standard delivery service offered for the order. Any additional cost resulting from your choice of express, priority or upgraded delivery will not be refunded.
Any customs duties or other import-related amounts collected separately are non-refundable where those amounts have been remitted and are not recoverable, except where applicable law requires otherwise.
UK & EU CONSUMER RIGHTS
UK consumers generally have the right to cancel an eligible online purchase within 14 days of receiving the goods without giving a reason. After notifying us, the goods must generally be returned within a further 14 days.
EU consumers generally have the right to withdraw from an eligible online purchase without giving a reason. The withdrawal period runs for 14 calendar days beginning on the day after the final item in the order is delivered.
If the final day of the EU withdrawal period falls on a Saturday, Sunday or applicable public holiday, the period is extended until the end of the next working day.
EU consumers may exercise this right by emailing a clear statement to info@faxcopyexpress.store or by submitting a request through our online return and cancellation page.
The online page may also be used to submit a cancellation request for items that have not yet been fulfilled.
After an online request is submitted, an automatic email will confirm receipt of the request. This acknowledgement is separate from the return instructions or cancellation outcome, which will be sent afterwards.
Where the EU statutory right of withdrawal applies and notice is submitted within the applicable period, the withdrawal is not subject to discretionary approval. We may verify the timing of the request, the order details and whether a statutory exception applies.
If the goods have already been delivered, they must be returned within 14 days of the consumer informing us of the decision to withdraw.
Where applicable, we will provide the relevant cancellation or withdrawal form as part of the return instructions. The form is not mandatory, and the right may instead be exercised by sending a clear statement by email or submitting the online request.
Nothing in these Terms or our Return & Refund Policy affects any mandatory consumer rights available to you under applicable law.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order when it arrives.
If an item is damaged, faulty or materially different from what you ordered, contact us at info@faxcopyexpress.store as soon as possible with your order number and details of the issue.
Where an item is confirmed to be damaged, faulty or incorrect, we will cover the reasonable return shipping cost and provide an appropriate remedy in accordance with your applicable consumer rights.
INTELLECTUAL PROPERTY
The Fax Copy Express name, logos, graphics, product designs, photography, text and other content appearing on this website are owned by, or used under licence or authorisation from, their respective rights holders.
You may not reproduce, distribute, modify, commercially exploit or otherwise use website content without prior permission, except where permitted by law.
THIRD-PARTY SERVICES
The website may use or link to services operated by third parties, including payment providers, delivery carriers and technology providers.
We are not responsible for third-party websites or services that are outside our control. Your use of those services may also be subject to their own terms and privacy policies.
LIABILITY
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot be excluded under applicable consumer law.
To the fullest extent permitted by law, we are not responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses arising from a consumer purchase.
EVENTS OUTSIDE OUR CONTROL
We are not responsible for delay or failure caused by events outside our reasonable control, including carrier disruption, customs delays, severe weather, natural events, industrial action, governmental restrictions, local emergencies or infrastructure failures.
Where reasonably possible, we will take steps to minimise the effect of such events on your order.
CHANGES TO THESE TERMS
We may update these Terms from time to time to reflect changes to our business, services or legal obligations.
The Terms that apply to an order are those in effect when you place that order, unless a change is required by law.
GOVERNING LAW
These Terms are governed by the laws of England and Wales.
If you are a consumer living outside England and Wales, you may also benefit from mandatory consumer protections available under the laws of the country in which you live. Nothing in these Terms removes any rights that cannot lawfully be excluded.
CONTACT
TERRA LIVING LTD
167–169 Great Portland Street
5th Floor
London W1W 5PF
United Kingdom
Company No. 17386374
VAT No. GB 527 6925 58
Email: info@faxcopyexpress.store