Terms of Use

We are Our First Story Ltd - Trading as Our First Story.

We operate the website ourfirststory.co.uk and associated social sites on Facebook, Twitter, Linkedin & Instagram.

Our First Story Ltd is a company registered in England and Wales with company number: 10873735. Our registered office is 2 Keswick Drive, Maidstone, Kent ME16 0DQ, England.

If you need to contact us please email on: info@ourfirststory.co.uk

The terms and conditions (T&Cs) go hand in hand with our privacy policy, where we tell you what information we collect about you and how we use and disclose it.

To browse and use the site or any other websites provided by us, you agree to comply with and be bound by the T&Cs which, together with our Privacy Policy, govern our online relationship with you. They are legally binding on us both.

ORDERING PRODUCTS FROM THE SITE

When you place an order via the Site for a product, we will send you an order confirmation email listing each product you have requested to buy and an estimated delivery or collection date for those items. Our order confirmation email is not acceptance of your order by us.

Once payment has been made for the products you have ordered, we will arrange for the products to be delivered to you or made ready for collection (depending on which option you select when placing your order) and to send you a dispatch/ready for collection email. This email confirms that your order has been accepted by us and that a contract is formed.

Where products are dispatched/made ready for collection separately, our acceptance of your offer in respect of each product takes place when we dispatch such product/make such product available for collection.

We reserve the right not to accept your order. This may occur where we are unable to obtain authorisation for payment, shipping restrictions apply to a particular item, or the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn.

PRICE AND PAYMENT

The price of any products will be as quoted on our Site from time to time, except in cases of obvious error. These prices are shown in GBP but exclude delivery costs, which will be added to the total amount due. 

All prices and offers remain valid as advertised from time to time. The price of a product requested for payment on the Site at the time of order is accepted and will be honoured, except in cases of obvious error or if there is legal reason why we cannot honour the order at that price.

Prices shown in any currency other than Payment Currency may be an approximation at the existing currency exchange rate. In this case, the final price you pay will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction. Please note that we do not have any control over how much your card issuer may charge for such transactions.

Import duty or tax costs may be invoiced to you directly from an import broker, your local courier company, your national Government or any local Government or controlling body that has the power to raise such duties or taxes in accordance with the law in your country. We have no control over how much tax or duty any such body may charge and we recommend that you contact your local customs authority to determine a landed cost price prior to completing your purchase.

We are unable to offer price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further reduced.

Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided.

We accept payment via the payment methods Apple Pay, Visa, Mastercard, American Express, Discover, Jcb & 3ds.

By placing an order on the Site, you confirm that the payment details provided by you are valid and that, if you are using a credit/debit card, it belongs to you or you have been specifically authorised by the owner of the credit/debit card to use it. You confirm that when your order is accepted and processed by us, payment will be made in full.

AVAILABILITY OF PRODUCTS

We will always try to fulfil orders, but our only responsibility to you where a product is no longer available, or if we are unable to supply a particular product for whatever reason, is to make sure we do not charge you for the product.

All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers.

With our prior written permission, it may be possible for you to hold an order for later purchase. If we give that permission we will do our best to prevent that item being sold to another customer but we cannot guarantee it. In all cases, holding orders will be subject to a limited amount of time.

We do not accept advance payment for out of stock items but you may choose to use a feature of the Site (if it is available for the product in question) to register your email address with us for notification of arrival of the selected merchandise not held in stock.

If you have registered your email address for notification of the arrival of a specific product shown on our Site, we will attempt to notify you by email within 24 hours of the product becoming available on the Site. On occasion certain products that are in particularly high demand may sell out during this period. The notification to you of the returning stock does not imply that the product is being held for you.

We will store a record of your transactions for a minimum of one year subject to any unforeseen event. 

CANCELLING ORDERS

Need to return your item? No problem. You have the right to cancel and return your item/s within 14 days of you receiving your order.

All refunds will be issued to the original payment method and in the original tender currency within 14 days of receiving the order back from the customer. 

Your bank may take 3-7 working days for your refund to show in your account.

Please note: Goods returned must be undamaged and complete with all packaging. Where goods are received back in an unsatisfactory condition, an amount may be deducted from the refund to reflect the amount by which the value of the order has been reduced.

All return postage costs are non-refundable (unless the item is faulty) and we do not currently offer pre-paid returns.

We recommend that you return any items either signed for or recorded delivery. Our First Story will not be held responsible for any missing parcels on the customer’s behalf.

In the event that we do not receive your returned goods, we will ask you to provide the proof of posting from your Post office or applicable returns service location.

We reserve the right to refuse a refund if you are unable to provide the certificate of posting.

If you have received an incorrect, faulty or damaged item, please contact us as soon as possible and we will try to fix the matter as soon as possible.

Sale items are non refundable.

For any returns - please enclose a note with your return including: order number, name, email address or contact number and a description of the issue.

Return Address: Our First Story, 2 Keswick Drive, Maidstone Kent ME16 0DQ

DELIVERY AND COLLECTION

You may choose to collect your products from our store ("Click and Collect") or you may choose to have your products delivered to an address of your choice.

When collecting your items you will need to bring your confirmation email along with some ID.

All delivery costs are as per the Royal Mail.

You will be the importer for all international deliveries of products. Therefore, before placing an order for a product, please check that your import of any products complies with any applicable import regulations, and that there are no local requirements or restrictions which may affect receipt of your products.

Delivery dates are estimated from the point of dispatch and are not guaranteed. We are not responsible for any delays caused by destination customs clearance processes or company strikes.

OUR RESPONSIBILITY TO YOU

We have taken every care in the preparation of the material on our Site. However, the material displayed on our Site is provided without any guarantees, conditions or warranties as to its accuracy or suitability for any particular purpose.

If the need arises, we may suspend access to our Site to carry out routine or emergency work. We will not be responsible if for any reason our Site is unavailable.

If we are in breach of these T&Cs, we will only be responsible for any losses that you suffer as a result to the extent that they are a foreseeable consequence to both of us at the time you order the relevant product or the time you otherwise use the Site.

These limitations and exclusions do not affect your statutory rights and only apply to the extent permitted by applicable law. Nothing in these T&Cs shall limit our liability for personal injury or death caused by our negligence. 

GENERAL

These T&Cs and our Privacy Policy contain the whole agreement between us and you relating to the supply of products and/or your use of our Site. No additional terms or conditions requested or communicated in any way by you will form part of our contract whether accepted or not by an employee of ours.

We may revise and amend these T&Cs from time to time. You will be subject to the terms and conditions in force at the time that you order products from us or otherwise use the Site.

These T&Cs are subject exclusively to English law. We will try to solve any disagreements quickly and efficiently. Any court proceedings must take place in England or Wales.

For any questions please contact us - info@ourfirststory.co.uk