Customer Service

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What’s your return policy?

We operate an honest returns policy and if you return an item back to us within 7 days of the original delivery note or receipt with a completed Exchanges and Returns form and the items have been unworn and the original packaging intact in a sellable condition, we will give you back the amount you paid for the item or offer an exchange, whichever you prefer, no questions asked. Please allow up to 5 working days from receipt of you product by us to receive your refund. Please note that the cost of returning such products to houlie is borne by you.

When returning parcels to us please make sure you keep all receipts confirming the postage of your order until you receive email confirmation of your refund from us. We will be unable to process any exchange or refund without a proof of purchase receipt or delivery note. Please do email us to let us know that you are returning an item so that we expect your return.

Gift Boxes – as items are discounted within a gift box, we can only accept refunds for a complete gift box; We cannot refund individual items within the bundle deal. We can exchange gift box items for alternative sizes, but not alternative styles. These conditions apply to items purchased through our website and at our own show stands. Items to be returned or exchanged that have been purchased from an independent stockist must be returned through the independent stockist, not houlie Ltd.

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What happens if I don’t like the items or they do not fit?

If you need to return an item this is not a problem. Just send the item back to us and, depending on your preferences and stock levels, we’ll either exchange it or give you a full refund.

(It would be a disappointment to us that you returning an item because you don’t like the item, as we pride ourselves on our product and quality). Return the item back to us with the original delivery note or receipt with a completed Exchanges and Returns form within 7 days. Goods are returned to us at your own cost.

We recommend that you send your returns by recorded delivery. Please do email us to let us know that you are returning an Item so that we expect your return.

What’s your refund process?

Once we have received your return within 7 days with the original delivery note or receipt with completed Exchanges and Returns form and the items have been unworn and the original packaging intact we will give you back the amount you paid for the item. All refunds are electronic refund, and we will require your card/bank details to process this transaction, unless the order was made through our website (whereby we can refund the cost back to the card used to place the order).

How long does it take to process my returns?

We try to process returns as quickly as possible dealing with your return. You will receive your refund or exchange within our target time of 28 days. If an item is out of stock we will contact you and let you know when it will be back in stock. To help during the Christmas Season we have extended our returns time frame. Items dispatched during the period from November 1, 2015 to December 31, 2015 inclusive can be returned in sellable condition at any time before midnight on January 08, 2016. Our returns policy will revert to the standard 28-day period for items dispatched after December 31, 2015.

Where should I send my returns?

If you are returning goods for refund or exchange, please send them to: houlie Ltd, Gate House, Chitterne, Warminster, Wiltshire BA12 0LG

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Delivery Information

For items in stock, UK Delivery takes up to 2-3 working days after payment has cleared. Deliveries are made Monday to Saturday, excluding public holidays. If your order does not arrive after 5 working days, please contact us and we will track the order for you within the UK. The time taken for overseas deliveries can vary considerably and are largely dependent on the efficiency of the mail service in the destination country. Once your order has been dispatched, you will receive an email which contains a tracking number. If you have any questions concerning your order, please do not hesitate to contact us.

Delivery Charges for UK & Overseas

Delivery Charges for the UK
houlie Socks – £3.90 per order via Royal mail 48 Hour Tracked
Delivery Charges for Overseas
houlie Socks – £4.00 per order usually via Royal mail

Terms and Conditions

Website Terms and Conditions of Sale of houlie Limited
Acceptance of Terms and Conditions

When you register with our website and make a purchase from this website, you are indicating that you agree to be bound by our terms and conditions (your statutory rights are not affected). Please read them carefully and print a copy for your records. We may at any time revise these terms and conditions without notice. It is up to the customer to ensure you regularly review and reprint them for your records as necessary. By ticking the box prior to placing your order with us which says “I Accept houlie terms and Conditions of Sale” you are agreeing to be bound by these terms. Please understand that if you refuse to accept these terms and conditions, you will not be able carry out an order of products from our site.

1. Information About Us

www.houlie.co.uk is a site operated by houlie Limited (“we”, “us” or “our”).

We are registered in England and Wales under company number 08485822, with our registered office at:

Gate House, Chitterne, Warminster, Wiltshire BA12 0LG, United Kingdom

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2. Service Availability

Our site is only intended for use by people resident in the following countries/continents:

Europe (excluding the UK); the UK; United States of America (USA); Canada; Australia; New Zealand; Japan; and Hong Kong (the “Approved Areas”).

We do not accept orders from individuals resident outside of the Approved Areas.

3. Your Status

By placing an order through our site, you warrant that:

(a) you are legally capable of entering into binding contracts;

(b) you are a ‘consumer’ (being an individual purchasing the Products outside the course of his or her business or trade);

(c) you are resident in and are accessing our site from the Approved Areas.

4. Our Contract

4.1 The information we seek from your Confirmation”). The contract between us (the “Contract”) will only be formed when we send you the Dispatch Confirmation.

4.2 The Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation.

We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.

4.3 Please note, once you have placed an order with us, we are unable to amend it.

4.4 If any Products that are ordered are out of stock or unavailable we will contact you, via email, to discuss your preferential course of action.

5. Cancellation

Under The Consumer Protection (Distance Selling) Regulations 2000 you have the right to cancel your order within seven working days. Customers needing to cancel an order info@houlie.co.uk as soon as possible. Orders cancelled prior to dispatch will be refunded in full. Orders cancelled after dispatch will need to be returned to houlie under the returns policy in ‘as new’ condition at the customers expense. The value of the order will be refunded to your card, via PayPal, or if preferred by cheque.

6. Security

We accept online payments through a secure server by credit or debit card and transactions are shown in Pounds Sterling. Do not email your card details. No responsibility can be taken for security if you provide your details in this way. Card fraud is illegal and will always lead to prosecution. We cannot accept any responsibility for any paperwork, payment or goods you send to us in the post. We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and

managerial procedures to safeguard and secure the information we collect online. When you shop with us, our secure server encrypts all of your personal information, including names and addresses. We use a third party payment gateway who is an industry leader in secure internet transactions. All transaction information passed between our website and the ePDQ Payment System is encrypted. No card holder information is ever passed unencrypted. Upon placing an order you will be redirected to an ePDQ payment page. You can be completely secure in the knowledge that nothing passed to this page can be examined, used or modified by any third parties attempting to gain access to sensitive information. The Payment Gateway has been assessed and found to be compliant against the Payment Card Industry Standard and show the required level of security due diligence for storing, processing and transmitting payment card holder data.

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6.1 Employee Access

No individuals within our company are able to decrypt transaction information or card holder data. Their systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your card information is secure even from their own employees because the systems never display the full card numbers, even on administration screens.

7. Product

All products offered for sale by houlie.co.uk are priced in Pounds Sterling and include UK VAT at the prevailing rate where applicable. Any customs or import duties due when your package reaches its destination country will be your responsibility. Every effort is made to maintain the prices quoted on the website, but this is not always possible. We reserve the right therefore, to discontinue any item, and change prices where necessary. If an item has a price increase after you have placed your order you will be contacted by e-mail or telephone to let you know. If the price is lower you will not be contacted but will be charged at the lower cost. Every effort will be made to maintain the prices shown on the Website

8. Our Liability

The information contained in the website is for information purposes only and should not be taken as advice. Although we make every effort to ensure that photographs and descriptions of our products are accurate, some details, such as colour, may not be a true representation.

9. Disclaimer of Warranty

You acknowledge that the products, services, information or data (collectively, “Information”) on the website is provided “As Is” for general information only. houlie.co.uk makes no warranties of any kind regarding this website, including, but not limited to, any warranty of accuracy, completeness, currency, reliability, implied merchantability or implied fitness for a particular purpose, or any warranty that these pages, or the server that makes them available, are free of viruses or other harmful elements. You agree houlie.co.uk shall have no liability for:

(1) any loss or injury caused, in whole or in part, by its actions, omissions or negligence or for contingencies beyond its control, in procuring, compiling or delivering the Information; (2) any errors, omissions or inaccuracies in the Information regardless of how caused, or delays or interruptions in delivery of the Information; or (3) any decision made or taken or not taken in reliance upon the Information. You agree that you will hold harmless houlie.co.uk and its governors, officers, directors, and employees from all claims arising out of or related to your access or use of, or your inability to access or use, this website or the Information contained in this website or other websites to which it is linked, including but not limited to claims that

you have found something you have heard, viewed or downloaded from this website or another website to which it is linked to be obscene, offensive, defamatory, or infringing upon your intellectual property rights. In no event will houlie.co.uk or the contributors of Information to this website be liable to you or anyone else for any decision made or action taken by you in reliance on such Information or for any consequential, special or similar damages, even if houlie.co.uk or the contributors of Information are advised of the possibility of such damages. You acknowledge that opinions and recommendations contained in this website are not necessarily those of the houlie.co.uk or endorsed by houlie.co.uk

10. Trade Marks and Copyright

“houlie Ltd” and the houlie logo which features on the site are registered trade marks of houlie Limited and must not be used without our prior written consent. All content on the website is the property of houlie.co.uk, its affiliates or suppliers and is protected by UK copyright and database laws.

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11. Availability and Delivery

11.1 We endeavour to post all orders within 1-3 working days but orders can take up to 14 days depending on the courier.

11.2 Orders outside of the UK will incur a minimum postage charge of £4.00 regardless of size or weight.

11.3 If you provide to us any instructions relating to the delivery of your order (including, without limitation, instructions to leave the Products in a particular place, outhouse or with a neighbour), you are responsible for ensuring the accuracy of these instructions and we shall not be liable to you in relation to any loss of or damage to the Products resulting from our following of your instructions.

12. Risk and Title

12.1 The Products will be at your risk from the time of delivery.

12.2 Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.

13. Price, Payment and Descriptions

All products offered for sale by houlie.co.uk are priced in Pounds Sterling and include UK VAT at the prevailing rate where applicable. Any customs or import duties due when your package reaches its destination country will be your responsibility. Every effort is made to maintain the prices quoted on the website, but this is not always possible. We reserve the right therefore, to discontinue any item, and

change prices where necessary. If an item has a price increase after you have placed your order you will be contacted by e-mail or telephone to let you know. If the price is lower you will not be contacted but will be charged at the lower cost. Every effort will be made to maintain the prices shown on the Website.

13.1All products offered for sale by houlie.co.uk are priced in Pounds Sterling and include UK VAT at the prevailing rate where applicable. The prices exclude delivery costs, which will be added to the total amount due as set out in our Delivery Guide.

13.2 Any customs or import duties due when your package reaches its destination country will be your responsibility, you will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

13.3 Please also note that you must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable for any breach by you of any such laws.

13.4 Prices are liable to change at any time, every effort is made to maintain the prices quoted on the website, but this is not always possible. We reserve the right therefore, to discontinue any item, and change prices where necessary. If an item has a price increase after you have placed your order you will be contacted by e-mail or telephone to let you know. If the price is lower you will not be contacted but will be charged at the lower cost. Every effort will be made to maintain the prices shown on the Website.

13.5 Payment for all Products must be by credit or debit card. We accept all major credit cards (excluding Diners Club Cards). We accept payment with Visa, Mastercard, American Express Solo and Maestro debit & credit cards. We will not charge your credit or debit card until we dispatch your order. Customers are also able to pay using PayPal via houlie.co.uk.

13.6 Images on our site are for illustrative purposes only and colours of the Products may vary despite our efforts to ensure that colour reproduction is as accurate as possible.

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14. Written Communications

Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications

be in writing. This condition does not affect your statutory rights.

15. Ownership and Contact Details

houlie Ltd, Gate House, Chitterne, Warminster, Wiltshire BA12 0LG, United Kingdom

E-mail: info@houlie.co.uk

Registered in England and Wales No: 08485822

Houlie