Please read the terms and conditions displayed before using the www.ciennarose.com website. By using the www.ciennarose.com website, you are deemed to have read the terms and conditions and be bound by them. If you do not agree with these terms and conditions, you should not use our website.
Welcome to the Cienna Rose website. This website is owned by Cienna Rose Limited, a company registered in England and Wales with company number 9055100 whose registered office is at 25 North Row London W1K 6DJ. Our VAT number is 249390087. We use the terms "we", "our" and "us" throughout our terms and conditions and our customer service pages to refer to Cienna Rose Limited.
Terms and conditions of our website
We sell our products to you subject to the terms and conditions listed here. Please read them carefully before using the website. By using our website and/ or purchasing from us, you signify your agreement to be bound by these terms and conditions. These terms and conditions apply to all users of the website, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content. If you do not agree with these terms and conditions, you should not use our website.
Access to website content / copyright
Unless otherwise noted, the design and content featured on our website are all intellectual property that is owned, licensed or controlled by us. The website content is intended solely for your personal non-commercial use. Any use of our website and its content for purposes other than personal non-commercial use is prohibited without our prior written permission. Any person is authorised to view, copy, print and distribute content on our website subject to the following conditions: the page content is used only for information and non-commercial purposes; and that any copies of, or extracts from, the website must include this copyright notice.
You may not systematically extract and/or utilise parts of the content of our website and in particular, you may not utilise any data mining, robots or similar data gathering and extraction tools to extract (either once or many times) for re-utilisation of any parts of this website without our prior written permission. You may not create and/or publish your own database that features content on this website (e.g. our prices, content and product listings) without our prior written permission.
You are granted a limited and non-exclusive right to create a hyperlink to the homepage of ciennarose.com as long as the link does not portray us in a false, misleading, derogatory or otherwise offensive matter. You may not use any of our logos or other proprietary graphic or trademark as part of the hyperlink without our prior written permission.
Please be aware that each of the various trademarks, product names, company names and corporate identities represented on our website are our property and are not to be reproduced or used without our express permission.
We reserve the right to refuse access to the website, terminate your account, remove or edit content. We may, but are under no obligation, to inform you of our intention to carry out such an act. We reserve the right to cancel orders at our discretion. If we cancel an order, you will not be charged.
Although we endeavour to present the most recent, accurate and reliable information on our website at all times, you acknowledge that it is not possible for us to be aware of the contents of each product listed for sale, or each comment or review that is displayed.
Occasionally there may be information on our website that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, delivery times and availability. Any errors are wholly unintentional and we apologise if incorrect information is reflected in price or item availability. We try to ensure that all pricing on the website is accurate, but occasionally an error may occur and goods may be incorrectly priced. If we discover that a pricing error has been made, we reserve the right to suspend your order and contact you to ask whether you wish continue with the order at the correct price. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information on our website is inaccurate at any time without prior notice (including after you have submitted your order).
We will not be obliged to supply goods at the incorrect price. We present our content 'as is' and make no claims to its accuracy, either expressed or implied.
We reserve the right to amend errors or to update product information at any time without prior notice.
We operate on a "notice and takedown" basis. If you believe that any part of the Website contains a defamatory statement, please notify us immediately. We do not confirm that notification will result in removal of the material in question and the final decision is solely ours and you have no right of action against us for anything other than defamation if we disagree with your view. We undertake no obligation to update, amend or clarify information on our website, including without limitation, pricing information, except as required by law.
Customer Reviews, feedback and other submissions
We encourage you to interact with the website by leaving your reviews and comments, if, and where, the website allows you to do so. The use of the website is only for lawful purposes and you must use it in a manner that does not infringe the rights of or restrict or inhibit the use and enjoyment of this website by any third party or expose us to actual or potential legal action, negative publicity or reputational damage. Accordingly, the type of material that you cannot place on the website by any means includes, but is not limited to, conduct which is defamatory, or which may harass, cause distress or inconvenience to any person, the publication of material that infringes another person’s rights, including their right to privacy and their intellectual property rights, the transmission of obscene or offensive content or anything that may cause the interruption of the normal flow of use or dialogue within the website.
By accessing, browsing, using, registering or contributing to our website and any other area of our website where you can post submissions or reviews or ask questions you confirm that you have read, understood and agree to the terms. If you do not agree to these terms in their entirety, you must not use this website.
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise, you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation to maintain any comments in confidence, to pay compensation for any comments; or to respond to any comments.
You must comply with the submission rules set out in these terms. You warrant that you own or have the right to use any Submissions and that your Submissions will comply with these standards and guidelines.
You recognise and acknowledge that it is not possible for us to be aware of the contents of each submission or review that is displayed. We operate on a "notice and takedown" basis. If you believe that any part of the website contains a defamatory statement, please notify us immediately. We do not confirm that notification will result in removal of the material complained of and the final decision is solely ours and you have no right of action against us for anything other than defamation if we disagree with your view.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these terms and conditions.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.
Social networking sites
These terms also govern any Submissions you make on any Cienna Rose Ltd social networking websites such as Facebook , Twitter, Instagram, Pinterest. All comments, images, videos and any other type of material posted on any third party social networking site do not necessarily reflect the opinions or ideas of Cienna Rose Ltd and Cienna Rose Ltd is not responsible for any such content.
A disclosure, submission or offer of any Submissions and your agreement to these terms and conditions shall constitute an assignment to us of any intellectual property rights. Whenever you make use of a feature that allows you to upload material to our site, including questions, or to make contact with other users of our site or to make Submissions on any Cienna Rose related third party website or page, you must comply with the content standards set out below and these terms. All rights, including copyright on Cienna Rose Ltd pages are owned by or licensed to us. Any use of any Cienna Rose social networking pages or their contents, including copying or storing them in whole or in part, other than for your own personal, non-commercial use is prohibited without the permission of Cienna Rose.
Any material you upload to our website will be considered non-confidential and non-proprietary, and we have the right to use, copy, distribute and disclose to third parties any material in the Submissions for any purpose.
We also have the right to disclose your identity to any third party who is claiming that any material posted or uploaded by you to our site or any Cienna Rose related third party social networking site constitutes a violation of their intellectual property rights, or of their right to privacy. We will not be responsible, or liable to any third party, for the content or accuracy of any materials posted by you or any other user of our website. We have the right to remove any Submissions you make on our website if, in our opinion, such Submission does not comply with the Submission rules set out below.
Rules for submissions
Please be polite.
You confirm that the Submission is your own and that the content does not infringe the material, trademarks or intellectual property of others
If you require an immediate response from us or have a comment about our service please contact us directly by email for a quicker response
Submissions should not include
profanity, blasphemy, spiteful, racist, sexually explicit, sexually gratuitous or discriminatory comments or content that might be considered to be harassment, abuse or threats against the personal safety or property of others
comments about other reviewers or bloggers
remarks that repeat criminal accusations, false, defamatory or misleading statements
material which impersonates others
spam or advertising
third party brand names or trademarks
personal information about anyone, including yourself, such as phone numbers, postal addresses or credit card numbers
HTML code, computer script or website urls
availability, price or alternative ordering or delivery information
Cienna Rose Ltd, in its absolute discretion, reserves the right to:
not publish the submission or remove it
take any appropriate action if deemed necessary
remove reviews which relate to seasonal products which are no longer in season
Please let us know if you see any submissions which do not comply with our rules
Third Party Sites/Links
The Website may contain hyperlinks to websites operated by other parties. We are not responsible for the availability or content of any third party websites or material you access through the Website. If you decide to visit any linked site, you do so at your own risk and it is your responsibility to take all protective measures to guard against viruses or other destructive elements.
We do not endorse and are not responsible or liable for any content, advertising, products, services or information on or available from third party websites or material (including payment for and delivery of such products or services). We are not responsible for any damage, loss or offence caused by or, in connection with, any content, advertising, products, services or information available on such websites or material. Any terms, conditions, warranties or representations associated with such dealings, are solely between you and the relevant provider of the service.
We disclaim all liability for any legal or other consequences (including for infringement of third party rights) of links made to the Website. Links do not imply that we are affiliated or associated with any linked site, or are legally authorised to use any trade mark, trade name, logo or copyright symbol displayed in or accessible through the links, or that any linked site is authorised to use any of our trade marks, trade names, logos or copyright symbols.
Given the unpredictability of technology and the online environment, we do not guarantee that the function or operation of our website will be uninterrupted or error-free, that defects will be corrected or that this site or the server that makes it available will be free of viruses or other harmful elements.
Your access to the website may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction. As a visitor to, and user of this website, you must assume full responsibility for any costs associated with the servicing of equipment employed in connection with your use of our site. In effect, you agree that your access is undertaken at your own risk and it is your responsibility to ensure that you have the right equipment and software to safely access our website. We shall not be liable for damages or losses of any kind that you may incur from your use of or inability to access this site.
Our goal is to keep this website fresh and exciting. We create timely editorial to replace content that becomes out-dated or out-of-season and move and expand portions of the site. We cannot guarantee that something you may have seen on a previous visit will still feature on our website when you visit again. We reserve the right to make changes to the website without prior notice.
We have made every effort to display the products featured as accurately as possible. However, the colours we use, as well as the display and colour capabilities of the equipment you use to view our site, may greatly affect the colours you actually see on the screen. We do not warrant that product descriptions or other content is accurate, complete reliable, or error free.
We cannot be held responsible for any limitations of the equipment you use to view our site and cannot guarantee that your equipment’s display of any colour, texture, or detail of merchandise will be accurate/the same as the actual product.
From time to time there may be information on that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availability.
We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. (Including after you have submitted your order) We apologise for any inconvenience this may cause you.
All prices shown include the applicable VAT rate. If your order is being delivered outside the EEC you will be charged VAT which can be reclaimed through HM Revenue and Customs. We will be pleased to provide any additional documentation you may require, such as a VAT invoice. However, the order confirmation email will act as a receipt. Please contact us at email@example.com
Complaints should be made by e-mail to firstname.lastname@example.org and will be acknowledged within 3 working days. Your complaint will be dealt with fairly and confidentially and we will keep you fully informed of the progress.
Order - Terms and conditions of sale
Acceptance of your order
Please note that completion of the online checkout process does not constitute our acceptance of your order. Our acceptance of your order will take place only when we despatch the product(s) or commencement of the services that you ordered from us. If you have a registered account with us or if you supplied us with your email address when entering your payment details, we will notify you by email as soon as possible to confirm that we have received your order.
If we cannot supply you with the product you ordered, we will not process your order, inform you of this by e-mail and, if you have already paid for the product we will refund you in full as soon as reasonably possible.
If the order has already been dispatched, we cannot cancel the order or make any changes.
Credit Card Payments
We use secure webpages and offer the use of our secure real time credit card transaction server. We reserve the right to refuse to supply to individuals whose credentials cannot be verified, We will use our sole discretion in these matters and will not authorise payment or supply unless we are completely satisfied that the order is legitimate.
The confirmation email will act as a receipt, we will be pleased to provide any additional documentation you may require.
It is possible that a genuine mistake may cause some of our products to be mispriced. If the correct price is lower than that stated on the website at the time of your order, we charge the lower amount and send you the product. If the correct price is higher than that stated on the website then we will contact you for instructions before dispatch or cancel your order and notify you of such cancellation. All prices are inclusive of VAT unless stated otherwise. Please note, we reserve the right to refuse any order in which items are mispriced.
If, for any reason, there is a problem with collecting payment from your credit / debit card or other chosen payment method after we have confirmed receipt of your order, we will not be obliged to despatch your order. Additionally, on some occasions, we may be unable to process an order. This may be due to: the item being out of stock or no longer available, your payment being declined, our identification of a pricing error or product description error or an unspecified technical error. If you are sure you are using a valid form of payment, please try again or use a different payment method.
When payment details are provided to us and payment is not made by yourself via our secure real time credit card transaction facility, we will not process the payment until we know that the order is in stock.
Promotional codes can only be used once per customer. Promotional codes cannot be used on pre order or sale items, or in conjunction with any other discount code.
We occasionally issue discount codes to individual customers due to certain circumstances. Please note these codes can only be used once and should only be used by the customer they were issued to. Some of these codes cannot be used on sale items or on pre-order items.
Unfortunately, we cannot retrospectively apply a promotional code to your order. If you place an order without correctly applying the promotional code, we will be unable to reimburse you the discount once the order has been placed.
If you are having any difficulties in applying a promotional code or believe the code to be faulty, please contact our customer services team at email@example.com and we will be happy to help.
All sale items are subject to availability, while stocks last. Sale items cannot be used in conjunction with any other promotional offer such as free delivery or promotional codes.
Delivery timescales and charges will vary dependent on the delivery option chosen. Full details for each delivery option, can be found on our delivery page.
Damage, loss or risk to the products will remain with us until we deliver the goods to the address specified in your order when the risk will pass to you immediately.
In the event of delivery not being possible within 14 days (UK) of receiving the order, we will undertake to keep you informed of any changes and give you the option to cancel the order and receive full refund of monies paid.
When items are in stock delivery can be expected within 2 - 5 working days of placing an order. Deliveries are only made within the UK and Northern Ireland.
Please note we do not dispatch and deliver on Bank holidays, Saturdays and Sundays.
When the order is not in stock we will first find out an approximate delivery date, you will then be contacted with this information and you will have the choice to either cancel your order with a full refund of any monies paid or you may choose to continue with your order. We will also offer an alternative product where possible.
Free standard delivery is available on orders of £25 or more with a UK delivery address.
*Free standard delivery terms and conditions
To receive free standard delivery, you must spend £25 or more after promotional discounts have been applied to your order.
Monday to Friday orders placed after 12pm will be processed the next day following receipt. Please note that orders are not dispatched on Saturday, Sunday or on bank holidays. Orders placed after 12pm on Friday, any time on Saturday or Sunday and bank holidays will be dispatched on the next working day. Specific delivery times cannot be guaranteed. Next day deliveries may require a signature.
Next Day delivery is not available to: Republic of Ireland, Northern Ireland, Isle of Wight, Channel Islands, Isle of Man, Scottish Isles, PO boxes and the British Forces Post Office (BFPO).
Unfortunately, we are unable to make any changes or cancellations once your order has been processed.
If you are not completely satisfied with an item and want to return an item, you can do so within 14 days of purchase as long as the product is unopened, unused, any seals remain unbroken and in its original packaging including the packaging where it forms part of the goods, for example, boxed gifts and gift items by following our refund policy.
Gift vouchers cannot be exchanged or refunded.
If you wish to return your order outside of the cancellation time period specified above please refer to our Refund Policy.
Where you have failed to take reasonable care of the goods, we reserve the right to refund you in full, less any amounts due by way of compensation to either repair the goods or to cover any loss.
We want you to be happy with every purchase you make. Accordingly, you may inspect the items when you receive them. However, whilst you are deciding whether to keep your purchases, you have a statutory duty to take reasonable care of our goods. Therefore, please do not damage the items whilst you inspect them (this also includes the packaging where it forms part of the goods, for example, boxed gifts and gift items). You must ensure that should you return the goods, you return them in their original undamaged packaging along with the item/s you wish to return.
Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amounts due by way of compensation to either repair the goods or to cover any loss.
If you wish to return an order or items from your order purchased from our website you may do so within 14 days to our Head Office from the day you receive the goods and we will refund you in full (excluding any delivery charges) via the original payment method used. An email will be sent confirming the refund. It will be your responsibility to cover the cost of returning the goods and also to ensure that the goods are adequately packed.
Please send it to Cienna Rose Ltd, c/o The Storage Place Limited, Brewery Lane, Felling, Gateshead, NE10 0EY with a copy of your original delivery note, your order number, contact details and if you would like a refund or an exchange.
With the exception of faulty or damaged goods, if you return your purchase by post or courier after the 14 day period, we reserve the right to not offer you a refund in full.
We will instead return your purchase to you and prior to sending it out, we will charge you the delivery fee that is applicable to the product purchased and the location to which your returns will be delivered.
Please note: items can only be returned within our refund policy providing it is in its original condition (including the packaging where it forms part of the goods, for example, boxed gifts and gift items) have not been worn, opened or used and any seals on the product remain unbroken.
Where special conditions are attached to your purchase/order, this refund policy will not apply and the special conditions will take priority.
No refund or exchange will be given without a receipt or other proof of purchase.
Where promotional discounts are applied to orders, the discount will be applied to each item in the basket. In the event of a return, you will not be refunded the discounted proportion.
Delivery charges will only be refundable in the case of items that are faulty OR damaged upon delivery or incorrect.
Our refund policy does not affect your statutory rights in respect of faulty or damaged goods.
If you have received a faulty or incorrect item then please contact us immediately at firstname.lastname@example.org, quoting the information below:
The order number
The faulty or incorrect item's name and number
A description of the fault.
We'll get back to you within 48 hours.
You acknowledge and agree that all content and materials available on the website, including but not limited to the Cienna Rose name and logos, are protected by intellectual property and other laws. Except as expressly authorised by us, any use, copy, reproduction, display, performance, modification or transmission is strictly prohibited. Notwithstanding the above, you may download one copy of the content and materials on the Site on any single computer for your personal non-commercial use, provided you do not: (a) modify or copy the materials; (b) use the materials for any commercial purpose or for any public display (commercial or non-commercial); (c) attempt to decompile or reverse engineer any software contained on the Site; (d) remove any copyright or other proprietary notations from the materials; (e) transfer the materials to another person; or (f) “mirror” the materials on any other server. This license shall automatically terminate if you violate any of these restrictions.
Events beyond our reasonable control
We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause that is beyond our reasonable control. This condition does not affect your statutory rights.
To the fullest extent possible under applicable law, we disclaim any and all warranties of any kind whether express or implied, in relation to our website, goods and services. This does not affect your statutory rights in relation to faulty or damaged products or your contract cancellation rights.
We will not be liable, in contract, tort (including without limitation, istenegligence), pre-contract or other representations (except for fraudulent or negligent misrepresentations) or otherwise out of or in connection with these terms and conditions for: any economic loss (including without limitation loss of revenues, profits, contracts, business or anticipated savings); any loss of goodwill or reputation and any special or indirect losses suffered or incurred arising out of or in connection with the provisions of any matter under these terms and conditions.
Nothing in these terms and conditions will limit our liability for death or personal injury resulting from our negligence or that of our servants, agents and employees.
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.
If any of these terms and conditions is found to be illegal, invalid or unenforceable, then that provision shall be deemed to be severed from the terms and conditions and shall not affect the validity or enforceability of the remaining provisions.
Updates and amendments
These terms and conditions may be updated or amended from time to time to comply with law or where our business or website requires such change without any notice to you. Updates and amendments will be posted to our website.
Governing law and jurisdiction
These conditions are governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the exclusive jurisdiction of the English courts in the event of any dispute arising from these terms and conditions. All contracts are concluded in English.
Terms and conditions for gift vouchers
Gift Vouchers are redeemable against any merchandise on the website.
Multiple Gift Vouchers may be redeemed in the same transaction up to the value of the goods being purchased.
Gift Vouchers cannot be exchanged for cash.
Where Gift Vouchers offered have a greater value than the goods being purchased, no change will be offered.
Gift Vouchers will expire on the date marked on the Gift Voucher (6 months from date of issue). Gift Vouchers presented after their expiry date will be treated as void and are non-exchangeable and non-refundable.
Please treat Gift Vouchers as cash in terms of security. Gift vouchers cannot be replaced if lost, stolen or damaged.
Gift Vouchers are void if they are damaged, duplicated, defaced or past the 6 month expiration.
Gift Vouchers cannot be returned or refunded, except in accordance with your legal rights.
Cienna Rose reserves the right to refuse to accept a Gift Voucher which it deems to have been tampered with, duplicated, damaged or which otherwise is suspected to be affected from fraud.
Cienna Rose reserves the right to change any of these terms and conditions from time to time without notice and to take appropriate action including cancellation of the voucher if, at its discretion, it deems such action necessary.
Gift Vouchers are issued by us.
We reserve the right to change any part of the Terms and Conditions without notice and your continued use of the Website will be deemed as acceptance of any changes. We advise you to regularly check the Terms and Conditions of this agreement. We have complete and sole discretion to modify, suspend or remove any aspect of the Website, including but not limited to content (whether placed on the Website by us, you or a third party), features or availability, without warning or liability arising from such action.
If you need to contact us about the Terms and Conditions or any other aspect of the Website or our products do so in writing by Email: email@example.com or by post to Cienna Rose Ltd, 25 North Row, London, W1K 6DJ