Terms of Sale & Returns

1. Your seller and how to contact us

DESIRELICIOUS is an online retail brand. Your contract is with the legal business identified in our checkout and order confirmation. The seller's legal name, geographical business address and direct contact details must be presented before you commit to paying. For help or to cancel an order, visit Contact us and include your order number. You can give a clear cancellation notice by any available written contact method; using a particular form is not compulsory.

2. Products, prices and ordering

Product pages describe the main characteristics of goods, availability and any relevant restrictions. The total price, applicable taxes and delivery charges will be shown before an order is placed. If additional cross-border import charges may fall to you, this must be clearly disclosed before checkout rather than imposed unexpectedly.

Submitting an order constitutes an offer to buy. We confirm whether we accept that offer and identify the contracting seller in our order confirmation. If an item cannot be supplied, we will explain the issue and refund payments for the unavailable goods. We will not substitute materially different goods without your agreement. We may reasonably verify an order to protect against fraud.

3. Payment and delivery

Online card payments are processed securely by Stripe. Delivery methods, charges and estimated delivery dates are shown before checkout and may depend on the destination, stock location and supplier. Unless otherwise expressly agreed, goods must be delivered without undue delay and within 30 days after the contract is formed. If delivery is late, statutory remedies apply, including cancellation and refund rights where the law permits.

Where goods are delivered to the consumer, the seller remains responsible for them until they come into the physical possession of the customer or a person the customer nominates, except where a customer independently appoints a carrier not offered by the seller.

4. Your statutory 14-day right to cancel

For most goods purchased online by UK consumers, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel without giving a reason within 14 days after the day you receive the goods. If multiple items from the same order arrive separately, the period generally runs from the day the last item arrives. Specific statutory rules apply to split consignments and regular deliveries.

To cancel, tell us clearly of your decision before the cancellation period expires, through our contact page or other direct contact details supplied with your order. Your notification can state your name, order number, item and decision to cancel; a reason is not required. A model notice you may use is: “I hereby give notice that I cancel my contract of sale for [item], ordered on [date] and received on [date].”

Once you notify us, send back the relevant goods within 14 days after telling us you are cancelling, unless we offer to collect them. We will give you the correct returns address or collection instructions. A return must not be sent to a supplier or warehouse address unless we explicitly designate it as a valid return destination.

5. Who pays return delivery costs?

• Change-of-mind cancellations: you pay the direct cost of returning goods, provided we clearly informed you of that cost responsibility before purchase. If an item cannot normally be returned by post, we must tell you the applicable or reasonably estimated return cost before the contract is made. If we fail to provide legally required return-cost information, you will not be charged those costs.
• Faulty, damaged, incorrect or misdescribed goods: we cover reasonable return or collection costs where your statutory consumer rights require this. Contact us before sending large or hazardous goods so that safe collection can be arranged.
• Where we offer free returns or collection: we cover the agreed costs and confirm the method in writing.

6. Refunds: 14-day legal deadline

For a valid change-of-mind cancellation, we refund the price of the cancelled goods and the original basic delivery charge (where applicable), including only the cost of the least expensive generally acceptable standard delivery method that we offered. If you selected a more expensive delivery option, we need not refund the extra amount.

We issue the refund without undue delay and no later than 14 days after receiving the returned goods, or within 14 days after receiving evidence that you sent them back, whichever occurs first. Where we have offered to collect the goods, the applicable deadline is generally 14 days after we are informed of the cancellation. We use the same payment method you originally used unless you expressly agree otherwise, and we do not charge a refund fee.

We may make a lawful deduction for a reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Simply opening packaging or examining an item as you would in a shop does not automatically disqualify a return.

7. Exceptions to cancellation rights

The statutory change-of-mind cancellation right does not apply to certain goods, where the conditions for an exception are met. Examples include made-to-order or clearly personalised items; goods liable to deteriorate or expire rapidly; and sealed goods not suitable for return for health protection or hygiene reasons once unsealed after delivery. Other statutory exceptions may apply to specific products. Any relevant exception should be stated clearly on the product page before purchase. These exceptions do not remove your rights if goods are faulty or not as described.

8. Faulty or misdescribed goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Consumers generally have a short-term right to reject non-conforming goods within 30 days, subject to statutory conditions, and may have further rights to repair, replacement, price reduction or a final refund. In appropriate cases a fault appearing within the first six months is presumed to have existed at delivery unless the trader establishes otherwise or the presumption is incompatible with the circumstances.

We will not impose change-of-mind return restrictions on valid faulty-goods claims. Your statutory rights cannot be excluded or reduced by this policy. Contact us with your order number and a description of the problem; photographs can help but are not always a legal requirement.

9. Supplier fulfilment and responsibility

Items may be delivered directly from approved suppliers or from a designated fulfilment location. This does not remove the contracting seller's responsibility for your order, delivery, cancellation, refund or consumer rights. We will explain any delivery restrictions and any known import liabilities before you place your order.

10. Complaints and legal rights

Use Contact us to raise a complaint. Nothing in these terms excludes any liability that cannot legally be excluded or limits mandatory consumer rights. For UK consumers, mandatory protections under applicable UK law continue to apply. Any dispute-resolution information required by law will be provided where applicable.