Terms & Conditions
“We/us” means Rabbithole (UK) Limited, the seller of the goods.
"You” means the customer acting as a customer.
“Courier” means any such fulfilment courier as we may choose to use.
“Delivery date” means the date specified by us, the seller, when the goods are to be delivered, however time is not of the essence of this contract.
“Goods” means the items which you agree to buy from us, the seller.
Terms of Sale:
The terms of sale shall apply to all contracts for the purchases of goods by you from us, the seller, to the exclusion of all other terms and conditions which you may purport to apply under any sales offer or purchase order. These terms of sale supersede all previous agreements and understandings between the parties. Any amendment to the terms of sale will only be effective if signed by a director of Rabbithole (UK) Limited.
Rabbithole are committed to providing you with terms of sale, which are easy to understand and which are fair to you.
Placing an order:
All orders are subject to acceptance and availability. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. Once you have placed an order with us, you will receive an order confirmation e-mail acknowledging receipt of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it.
In the unlikely event that an item(s) from your order is unavailable, it will NOT be substituted for an alternative product and you will not be charged for the item.
When placing your order we carry out a standard pre-authorization check on your payment card. Payment will not be taken until your order has been accepted and the good dispatched. We carry out security checks on all orders and may cancel your order should it fail these checks, upon which you will be notified.
A contract between you and Rabbithole (UK) Limited will not be formed until we send you a further email confirming that your order has been accepted and your goods have been dispatch confirmation e-mail will be included in the contract formed.
We reserve the right not to accept your order in the event that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn.
Items will be sent within 3 working days of placing an order.
We use a Monday to Friday service, delivering between the hours of 7:30am – 6 pm. Please note that we do not deliver on Weekends or on a Bank Holidays.
Please refer to our delivery page for further details including the costs.
Signing for your order:
All orders are security sealed before leaving our distribution centre and under no circumstances should packaging is damaged upon arrival. Should this occur, please contact our customer service team as soon as possible.
Customs & Duty:
Please note that recipients will be responsible for any IMPORT DUTIES, CLEARANCE FEES or BROKERAGE fees including any other additional charges.
The customer is responsible for providing any information required by customs to ensure the goods are cleared. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.
Refunds & Exchanges:
We offer an exchange or a refund on all online purchases** (less any postage fees) returned in the condition in which they were sold within 14 days. You are responsible for all return postage fees. To exercise your cancellation rights, you must notify us within 7 working days from the day after you received your order. However, please note that orders already shipped must be received back at our distribution centre before a refund can be issued.
**Sales item will only be refunded (less any postage fees, irrespective of complementary shipping) in Credit Note (Valid for 3 months)
Please note that we can only exchange the same items for a different colour or size. If a different item is required a separate order will have to made, and the original order processed accordingly.
You should return your items via a secure and insured delivery service (such as Royal Mail Special Delivery), as we cannot accept responsibility for goods lost or damaged in transit. A proof of signature is required to confirm receipt. We recommend you keep your tracking number until your refund or exchange has been processed. Please note that all return postage costs are the responsibility of the customer.
Any protective casing received with your goods, such as sunglasses cases, protective coverings, bags and boxes should be returned along with your items in order to receive a refund or exchange.
Returns are usually processed within 48 hours of receipt. However, please note that during sales and periods of promotional activity, processing may take longer. Outside the EU, customs duties and sales taxes are non-refundable through Rabbithole; however, you may be able to recover these by contacting your local customs bureau directly. Exchanges made to destinations outside of EU will be subject to the same customs procedures, therefore applicable for duty and tax again.
We cannot accept responsibility for items not received.
For details on how to return an order, please visit contact us.
In the unlikely event that there is a dispute in relation to the goods supplied, any dispute in relation to the goods supplied, any dispute or claim shall be governed and construed according to English Law and shall be subject to the exclusive jurisdiction of the English Courts. If any provision of these Terms & Conditions is held by any Court or other authority to be invalid or unenforceable in whole or in part, then the validity of the rest of these Terms & Conditions and the remainder of the provision in question shall not be affected thereby.
Rabbithole (UK) Limited does not trade via eBay or any other auction website. We are not able to verify the authenticity or quality of any item sold on such a site under the Rabbithole Brand name.
By using this website, you consent to us:
- Passing your delivery address and telephone number to our courier in case they need to contact you directly if there is a problem with your delivery.
- Contacting you by email or telephone in relation to you having placed an order or made an enquiry.
Credit card and debit card details are checked and verified by a third party. To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party database. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency, which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.
We may use information concerning you for payment recovery or to investigate any possible fraud in the event that credit or debit card payments have been used in a fraudulent manner. Please note that we may be required to disclose information concerning you if requested to do so by the police.
All card data you choose to save within your account for future purchases with us here at Rabbithole is stored securely and within level 1 PCI compliant data centres.
You must not misuse this website. You will not: commit or encourage a criminal offence; transmit or distribute a virus or post any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of it; corrupt data; cause annoyance to other users; infringe upon the rights of any other person’s proprietary rights; send any unsolicited advertising or promotional material, or attempt to affect the performance of functionality of any computer facilities of or accessed through this website. Breaching this provision would constitute a criminal offence under the Computer Misuse Act 1990.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this website or to your downloading of any material posted on it, or on any website linked to it.
Rabbithole reserves the right to take any customer account out of use at any time if it is believed that the website and the products and services available through it are being misused.
Online security prevention:
Rabbithole (UK) Limited takes online fraud prevention very seriously and in doing so performs random security checks on ALL online purchases to protect our genuine customers from online identity theft.
In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. One of the purposes for which we may disclose your address and postcode details to check against our Address verification process.
All Rabbithole online customers may be subject to random security checks. The checks must be complete before we can dispatch your items to you.
In the event that any of your security validation may be incorrect during any random security checks then Rabbithole may require additional identification to verify your account. The Identification we accept is a valid driver’s license or a valid passport only.
If you do choose to proceed with any of our online security checks, all information you give will be confidential and any identification received will be destroyed immediately in accordance with PCI compliance.
We are continually trying to improve the accessibility of our site and aim to provide a website that’s available to the widest possible audience by constantly improving usability.
The site displays correctly in current web browsers. If you view our site on an older browser, you may find pages don’t display as intended. We recommend you upgrade your browser to the latest version of one of the following, to get the most from our site.