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Terms & Conditions

1.  UK Delivery Information

Delivery will be charged at 10% of the order value or £15.00 exc VAT, whichever is the higher.

Delivery is via DPD in 3 to 5 business days. This is the maximum delivery time and delivery may be sooner.
Please note that business days are Monday to Friday, but exclude public holidays.
Every effort will be made to meet these delivery timescales, however this cannot be guaranteed in some parts of the UK. The following list shows which post codes this may apply to:

Isle of Man:  IM1-9, IM99

Isle of Wight:  PO30-41

Northern Ireland:   BT21-26, BT29-35, BT38-94

Scotland: AB10-16, AB21-25, AB30-31, AB32 6, AB33-38, AB39 2-3, AB41-45, AB51-56, AB63, DD8-11, DG1-14, DG16, FK1-7, FK8 1-3, FK9-21, HS1-9, IV1-36, IV40-49, IV51-56, KA26-28, KW1-3, KW5-17, PA20-49, PA60-78, PH30-44, PH49-50, PH8-26, TD1-12, TD14, TD15 1-2,  ZE1-3

South West England:  EX16-23, EX31-39, PL10-19, PL22-35 & TR1-27

Wales:  LD1-8, LL15-49, LL51-78 & SY7-25

For any queries regarding delivery please email us at sales@lellokids.co.uk

Split Deliveries

We will always aim to ship all items on your order together. If there is a delay with an item and you specifically require the item sooner please email us at sales@lellokids.co.uk 

 

 

2.  Returns policy for faulty or damaged products or delivery discrepancies

You should inspect all goods upon delivery or collection.

If you identify any damages, delivery shortages, or discrepancies, you should inform us in writing within 30 days of delivery, providing details. Please email sales@lellokids.co.uk

If the item is defective we will ask you for more detailed information and supporting evidence such as pictures. In this case we will work with you to offer either a replacement or a credit against your account.

Other than by agreement, we will only accept returned products within 30 days of purchase, if we are satisfied that those products are defective and, if required, we have carried out an inspection.

If the return is a result of our error we will pay the return costs.

Products must be returned in original packaging and include all components.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Unfortunately we will be under no further obligation in relation to the product if:


a. you fail to provide notice as set above; and/or

b. you make any further use of the product after giving notice; and/or

c. the defect arises because you did not follow our oral or written instructions about the storage, installation, use and maintenance of the product; and/or

d. the defect arises from normal wear and tear of the product; and/or

e. the defect arises from misuse or alteration of the product, negligence, wilful damage or any other act by you, your employees or agents or any third parties.

If you need to return an item, please Contact Us with your order number and full details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

 

3.  Returns policy for change of mind/customer error

You may return most new, unopened items within 30 days of delivery for a full refund. Please email sales@lellokids.co.uk  You will receive email confirmation within 2 days confirming  the outcome. 

Products must be returned in original, unopened packaging and include all components.

You must pay the cost of returning the product.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please Contact Us with your order number and full details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

 

4.  Data Privacy

Lello are committed to complying with the General Data Protection Regulation and the Data Protection Act 2018, once enacted. Looking after the personal information you share with us is very important, and we want you to be confident that your personal data is kept safely and securely and to understand how we use it to offer you a better and more personalised shopping experience.

We have published this notice to help you understand

  • how and why Lello collect information from you;
  • who we share your information with, why and on what basis
  • what your rights are.

If we make changes to this notice we will notify you by updating it on our website. Lello will be what is known as the ‘Data Controller’ of the personal data you provide to us, and we will sometimes refer to ourselves in this notice as “we” or “us”. By Data Controller, this means Lello determines the purposes and way in which any personal data are, or will be, processed.

Should you need to contact us please write to:
Data Protection Officer Lello Limited, 138 Ardington Road, Northampton NN1 5LT
or via maddy@lellokids.co.uk quoting Security and Privacy Enquiry.

This privacy notice was last updated on 14th August 2018.

 

What information we collect when you register and why?

When you buy goods from us, you will need to provide some personal information to enable us to fulfil your order or enquiry, or to give you access to our wholesale website,  such as;

  • full name
  • address
  • contact numbers, and
  • email address
  • how you found us

If you have shopped with us using a credit or debit card, or we have taken these details for a payment authorisation, we will securely collect and store this payment card information. New customers and existing customers whose payment cards have expired will be asked if they would like to automatically store these details in order to speed up the payment process. 

When you apply for a credit account, we get information about you from credit reference agencies. This is covered in more detail in the section, Who we share your information with and why.

In order to undertake website personalisation, we will also gather information about the devices you use to access our sites (desktop and mobile), and this may include IP address. For further information on our use of cookies and tracking please see our Cookie Notice.

 

How do we use your information?

Data Protection says that we are allowed to use and share your personal data only where we have a proper reason to do so. The law says we must have one or more of these reasons and these are:

  • Contract - your personal information is processed in order to fulfil a contractual arrangement e.g. in order to send you a product range catalogue.
  • Consent – where you agree to us using your information in this way e.g. for storing your payment card details.
  • Legitimate Interests - this means the interests of Lello in managing our business to allow us to provide you with the best products and service in the most secure and appropriate way e.g. to transfer your data to certain Third Party’s such as delivery partners.
  • Legal Obligation – where there is statutory or other legal requirement to share the information e.g. when we have to share your information for law enforcement purposes.

Here is a list of the ways that we may use your personal information, and which of the reasons described above we rely on to do so. Where we list legitimate interests as a reason, we also describe below what we believe these legitimate interests are.

  

Who we share your information with and why

Lello works with a number of trusted suppliers, agencies and businesses in order to provide you with high quality goods and services such as delivery companies, credit reference agencies and fraud prevention agencies. Some examples of the categories of third parties with whom we share your data are:

Supplier Partners 

Lello works with a number of trusted partners who supply products and services on our behalf. All partners are subject to thorough security checks, and will only hold the minimum amount of personal information needed in order to fulfil the orders you place or provide a service on our behalf. 

Delivery Partners

In order for you to receive your goods, Lello works with a number of delivery partners. Again, we only pass limited information to them in order to ensure delivery of your items.

IT Companies

Lello works with businesses who support our website and other business systems.

Marketing Companies

We work with marketing companies who help us manage our electronic communications with you or carry out surveys and product reviews on our behalf.

Payment processing

Lello works with trusted third party payment processing providers in order to securely take and manage payments.

 

Automated Decisions 

As part of the processing of your personal data, decisions may be made by automated means. This means we may automatically decide that you pose a fraud or money laundering risk if our processing reveals your behaviour to be consistent with money laundering or known fraudulent conduct, or is inconsistent with your previous submissions, or you appear to have deliberately hidden your true identity. You have rights in relation to automated decision-making: if you want to know more please contact us using the details above.

 

Consequences of Processing 

If we, or a fraud prevention agency, determine that you pose a fraud or money laundering risk, we may refuse to provide the services or financing you have requested, or to employ you, or we may stop providing existing services to you. 

A record of any fraud or money laundering risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services, financing or employment to you. If you have any questions about this, please contact us on the details above. 

 

Data Transfers 

Whenever fraud prevention agencies transfer your personal data outside of the European Economic Area, they impose contractual obligations on the recipients of that data to protect your personal data to the standard required in the European Economic Area. They may also require the recipient to subscribe to ‘international frameworks’ intended to enable secure data sharing. 

 

Your Rights

Your personal data is protected by legal rights, which include your rights to object to our processing of your personal data; request that your personal data is erased or corrected; request access to your personal data. 

For more information or to exercise your data protection rights, please contact us using the contact details above. You also have a right to complain to the Information Commissioner’s Office, which regulates the processing of personal data. 

 

Transfers to third countries

Some of the information you provide to us may be transferred outside the European Economic Area to countries such as Australia and the US. This is a transfer to a “third country”. For example Lello has a business relationship with Unleashed who provide us with IT support.

Lello also works with suppliers and partners who may make use of cloud and/or hosted technologies. We undertake data security due diligence on our partners and ensure that that these partners conform to appropriate accreditations.

Wherever transfers of data to third counties occurs Lello will put in place an appropriate contractual provisions to ensure that there are strict rules regarding both the confidentiality and security of your information. To find out more please contact us at maddy@lellokids.co.uk

 

Keeping in touch with you.

We want to keep you up to date with information about new product ranges, special offers and events. You have the option too sign up to our newsletter. 

Lello will not share your information with companies outside of Lello Ltd for their marketing purposes. 

If you decide you do not want to receive this marketing information you can request that we stop by writing to the Data Protection Officer at 138 Ardington Road, Northampton, NN1 5LT, emailing maddy@lellokids.co.uk by calling on +44 7511 934425, or the unsubscribe link within the email. 

You may continue to receive mailings for a short period while your request is dealt with.

 

How long we keep your information

If we collect your personal information, the length of time we retain it is determined by a number of factors including the purpose for which we use that information and our obligations under other laws.

We may need your personal information to establish, bring or defend legal claims. For this purpose, we will always retain your personal information for 7 years after the date it is no longer needed by us for any of the purposes listed under How we use your information above. The only exceptions to this are where:

  • the law requires us to hold your personal information for a longer period, or delete it sooner;
  • you exercise your right to have the information erased (where it applies) and we do not need to hold it in connection with any of the reasons permitted or required under the law;
  • we bring or defend a legal claim or other proceedings during the period we retain your personal information, in which case we will retain your personal information until those proceedings have concluded and no further appeals are possible; or
  • in limited cases, existing or future law or a court or regulator requires us to keep your personal information for a longer or shorter period. 

 

What are your rights

You are entitled to request the following from Lello, these are called your Data Subject Rights and there is more information on these on the Information Commissioners website www.ico.org.uk 

  • Right of access –to request access to your personal information and information about how we process it
  • Right to rectification –to have your personal information corrected if it is inaccurate and to have incomplete personal information completed
  • Right to erasure (also known as the Right to be Forgotten) – to have your personal information erased. Contact +44 7511 934425
  • Right to restriction of processing – to restrict processing of your personal information
  • Right to data portability - to electronically move, copy or transfer your personal information in a standard form
  • Right to object - to object to processing of your personal information
  • Rights with regards to automated individual decision making, including profiling –rights relating to automated decision making, including profiling

  

5.  Cookie Notice

This notice is designed to help you understand what cookies are, how Lello uses them and the choices you have in regards to their use.

By continuing to use www.lellokids.co.uk the “Site”, you are agreeing to our use of cookies in the manner described in this notice.

What are cookies?

Cookies are small text files that are stored on your browser or the hard drive of your computer or other device when you visit the Site. This allows the Site to recognise you as a user either for the duration of your visit (using a ‘session cookie’) or for repeat visits ( a ‘persistent cookie’). They are not harmful and do not contain any information such as your home address, date of birth or credit card details.

The cookies we use fall into four broad types:

 

Strictly Necessary Cookies

These cookies are essential in helping you to move around our Site and use its features, such as accessing secure areas of the website. Without these cookies, services you have asked for, such as setting up an account cannot be provided. These cookies do not gather information about you that could be used for marketing or remembering where you've been on the internet.

 

Analytical/Performance Cookies

In order to keep the Site, its services and products relevant, easy to use and up-to-date, we use web analytics services to help us understand how people use our Site. For example, we can see which parts of the Site and products are most popular, identify when errors occur, and test different versions of a page or feature to see which one works best.

 

Functionality Cookies 

These cookies allow websites and applications to remember choices you make (such as your user name, language or the region you are in) and provide enhanced, more personal features. The information these cookies collect is usually anonymised which means we can't identify you personally. They do not gather any information about you that could be used for selling advertising or remembering where you've been on the internet, but do help us to serve you with advertising that is more relevant to you.

 

Targeted Marketing Cookies

We also use cookies to assist in targeted advertising. Without these cookies, online advertisements you encounter will be less relevant to you and your interests. We also use them to measure the effectiveness of our marketing communications, for example by telling us if you have responded to an advert that we have sent you.

If you would like more information on any of these types of Cookies, including how to opt-out, please visit www.youronlinechoices.com/

 

What do we use Cookies for?

  • They enable you to transact, whilst other non-essential cookies enable us to give you an enhanced, personalised web experience and determine relevant products to show you.
  • To personalise and improve your customer experience.
  • To allow you to securely sign in to your Lello Account, so that you can use "My Account" features such as order information and making payments.
  • To recognise the device that you are using.
  • To store the content of your online shopping bag whilst you browse the site and to complete an order.
  • To record the areas of the Site that you have visited, products you have viewed and time spent browsing, as well as the products you purchased. Lello uses this information to help make the website more user friendly, develop our Site design and to continuously improve the quality of the service we provide.
  • To distribute visitors to our Site evenly across platforms to ensure the content is served at the fastest possible speed.
  • For re-marketing purposes to determine relevant related products to show you when you're browsing on other selected websites. These cookies can be associated with services provided by a third party such as an advertising network.
  • We also offer you the facility to share your experience on our Site through social media sites such as Facebook and Twitter. By using these features, you are consenting to allow cookies from these providers. More information about how these providers use cookies can be found at their websites.

Cookies are an essential part of how our Site works, as they remember certain information about a visitor. Lello uses First Party cookies (these are placed there and used solely by Lello) and Third Party cookies (these are placed there by third parties we work with).

 

Are cookies safe?

Yes. The information stored in cookies is safe and anonymous to any external third party, and your account security is never compromised. You can find more information about cookies at http://www.allaboutcookies.org/ and www.youronlinechoices.com/. For a video about cookies visit https://www.google.com/intl/en-GB/policies/technologies/cookies/

 

Can I turn off cookies?

Yes – but if you choose not to allow the use of cookies, your experience of our Site will be limited and many integral aspects of the Site, including (but not limited to) adding items to your shopping bag and accessing your account, will not work at all.

To change your cookie settings, or if you want to be notified each time a cookie is about to be used, you should amend the settings provided in your web browser to prevent us from storing cookies on your computer hard drive. 

For information on how to disable cookies, please consult the "Help" tab of your browser via the menu bar. For further information on non-essential cookies used for targeting and banner advertising please see below.

 

Opting Out

Website visitors who don’t want their data used by Google Analytics can install the Google Analytics opt-out browser add-on. To opt-out of Analytics for the web, visit the Google Analytics opt-out page and install the add-on for your browser. Learn more about the opt-out and how to properly install the browser add-on here.

Visitors can also opt-out of Google Analytics for Display Advertising and customize Google Display Network ads using the Ads Settings

This Cookie Notice was last updated on 14th August 2018, and further changes will be communicated by updating this notice.

 

Contact

Should you need to contact us please write to:

Data Protection Officer Lello Limited, 138 Ardington Road, Northampton, NN1 5LT

or via maddy@lellokids.co.uk quoting Security and Privacy Enquiry.