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Bliss of London Ltd – Terms and Conditions of Sale

Welcome to Bliss of London Ltd.  Please read these Terms and Conditions (“Terms”) carefully, by placing an order by telephone or through our website, you agree to be bound by the Terms set out below, which may be modified or changed from time to time by notice to you.  You should print or save a copy of these Terms for your records.  Please read these terms carefully before you submit your order to us.  These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.  If you choose not to accept these conditions then you may not purchase goods from our website.


1.1.         Who we are

The website (the “Website”) is owned and operated by Bliss of London Ltd.  We are a company registered in England and Wales under company registration number 7679608.  Our registered address is Bliss of London Ltd, Unit 2 Haywards Industrial Park, Brickyard Road, Aldridge, West Midlands WS9 8SR.  Our telephone number is 01922 745151

1.2.         How to contact us

You can contact us by either telephone, or by writing to us at or Bliss of London Ltd, Unit 2 Haywards Industrial Park, Brickyard Road, Aldridge, West Midlands WS9 8SR.

1.3.         How we may contact you

If we should need contact you we will do so by telephone or in writing to you at the email address or postal address you provided to us with your order.


2.1.         How to place an order

You must be 18 years of age or over and legally able to enter into a binding contract and hold a valid credit/debit card to buy products from our website.  Our acceptance of your order will take place when we email you with confirmation of your order with your order reference number, at which point a contract will come into existence between you and us.

–                 Online – You will be guided through the simple sales process on our website in order to complete your order.  Once the order is complete you will receive an order confirmation email including an order reference number.

–                 By Phone – All calls will cost your standard network provider rate.  Telephone orders are always welcome, please call us on 0207 1188123. Our office is open Mon-Fri, 9am – 5pm where you can speak to one of our sales advisers who will be happy to give you any advice you require and guide you through the payment process.

–                 We accept payments via all major debit and credit cards.

2.2.         If we cannot accept your order

If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product that you have ordered.  This might be because the product is out of stock, because of unexpected limits on our resources, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.


Products may vary slightly from their pictures.  The images of the products on our website are for illustrative purposes only.  Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products.  Although we have made every effort to be as accurate as possible, because our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website may vary.

Product packaging may vary.  The packaging of the product may vary from that shown in images on our website.

Make sure your measurements are accurate.  You are responsible for ensuring that these measurements are correct at time of ordering and we will not accept any products back if the wrong size has been ordered more than fourteen days after the sale date have elapsed. You can find information and tips on how to measure on our website or by contacting us on 01922 745151.


If you wish to make a change to the product you have ordered before delivery please contact us as soon as possible on 01922 745151. We will let you know if the change is possible. If your order has already been processed or dispatched, changes to your order may not be possible.  If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.


5.1.         Delivery charges

We offer worldwide shipping.   Delivery charges will be as displayed on our website at the check out.


5.2.         Cooling Off Period – You have the right if you purchase any of our goods online to check that they are the goods you intended to buy, and that you are satisfied with them for a period of fourteen (14) days from the date at which you received them.  If within that time you wish to return them to us, you may do so and we will refund any standard delivery charges that you paid. Please note that this right does NOT extend to any goods which you have requested be customised OR to any actual use of the goods in question.

5.3.         Delivery dates

All orders submitted before 12pm (Mon-Fri) will be dispatched the same day subject to stock.   Please note any orders placed after 12pm on a Friday will not be dispatched until the following Monday.   We will notify you when your goods have been dispatched via email and SMS (if requested through checkout process).   Delivery updates will be provided by the third party courier.

Delivery dates are indicative and we will not be responsible for any delays that are caused by an event outside of our control.  If this does happen, we will let you know as soon as possible and we will take steps to minimise the effect of the delay.  If there is a risk of a substantial delay, you may contact us to end the contract and receive a refund for any products (and related postage costs) that you have not received.

5.6.         If you are not at home when the product is delivered

It is your responsibility to provide us with a delivery address where someone will be present to sign for the delivery.  If no one is available to sign for the delivery, we will leave you a note informing you of how to re-arrange delivery.

5.7.         If you do not re-arrange delivery

If after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage charges and further delivery charges.  If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract.

5.8.         When you become responsible for the goods

Any products will be your responsibility from the time we deliver the product(s) to the address you gave us.

5.9.         When you own the goods

You will own the product once we have received payment in full.


6.1.         Pricing of goods

All prices are converted into local currency based on the users IP address.  All UK purchases in VAT and where applicable exports include all tax and duty charges.  Shipping charges are applied at the check out.

6.2.         Incorrect pricing

We take reasonable care to ensure all that prices stated are correct.  Despite this, it is always possible that some products may be incorrectly priced.  We will normally check prices before accepting your order so that, where the correct price is less than our stated price at the order date, we will charge the lower amount.  If the correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.   If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

6.3.         Availability of goods

Should an item which has been ordered and paid for found not be in stock you the customer will be contacted and offered an alternative product, advised on a revised delivery date or offered a full refund.


Payment for any order must be made when the order is placed.  If the order is made by telephone, payment will be taken over the phone via a credit/debit card.   Payment for online orders will be taken when the checkout process is completed.  We accept payments via all major debit and credit cards.  In some cases, a ‘pre-authorisation’ of your credit card may be needed.  Once your payment has been made and was successful you order confirmation will be sent across to you.


Gift vouchers ordered through the website will have the option to be delivered electronically or manually via post.  All gift vouchers have individual codes and patterns.  Gift vouchers can be used on our website for full or part payment towards products only and cannot be re-used to purchase another gift voucher.  All gift vouchers are dated and will expire 12 months from the date shown.  Gift vouchers cannot be exchanged for cash.  Please ensure the details you provide are correct, as we cannot accept responsibility for vouchers sent to the wrong email or address if entered incorrectly.   We are not responsible if a gift voucher is lost, stolen, destroyed or used without your permission.


Please note that any custom options (non stock items) are not designed to be swapped and changed once ordered.  This does not affect your warranty rights should the goods be incorrect or faulty.  In this instance please contact returns on 01922 745151


10.1.      Ending the contract because of something we have done

You can end the contract if we have told you there is a significant risk of a delay because of events outside of our control.  You can also end this contract if we have told you the goods will be different to the ones you have ordered.

10.2.      Changing your mind about an online order

For any products bought online, you have the right to change your mind and cancel your order and receive a refund at any time from placing an order up to 14 days (the “Cooling Off” period) after delivery of the goods.   If you have already received the products and you wish to cancel, you must return the items exactly as you received them, unused and in their original packaging with all labels and prices attached.  Failure to return the items in an original state will result in a handling charge being applied.  You will be responsible for the costs of return shipping.   Once the goods have been returned to us we will issue a refund.

10.3.      Ending the contract where we are not at fault and you do not have a right to change your mind.

If you want to end the contract before it is completed (before the goods are delivered) where we are not at fault and you have changed your mind, just contact us to let us know.  The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) a sum equal to the applicable delivery charges as compensation for the net costs we will incur as a result of your ending the contract.


11.1.      How to cancel

To end the contract, please inform us of the details of your order and your personal details and that you wish to cancel on the phone at  01922 745151 or by writing to us at Bliss of London Ltd, Unit 2 Haywards Industrial Park, Brickyard Road, Aldridge, West Midlands WS9 8SR or at

11.2.      Returning the products after ending the contract

If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us.  You must post them back to us at Bliss of London Ltd, Unit 2 Haywards Industrial Park, Brickyard Road, Aldridge, West Midlands WS9 8SR.  If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.  You the consumer will be liable for postage costs until the product is confirmed faulty.  In circumstances where the product is faulty, you will then be reimbursed for reasonable postage costs.

11.3.      Refunds

Please allow 10 working days for all returns to be assessed before a response is received from us.


If you have any questions or complaints about the product, please contact us.   You can call our customer service team on 01922 745151 or you can write to us at Bliss of London Ltd, Unit 2 Haywards Industrial Park, Brickyard Road, Aldridge, West Midlands WS9 8SR or at   If any of our goods are received faulty please notify us of this immediately before use.   You are entitled to an immediate full refund if goods are faulty within 30 days of delivery.  If there is a fault or manufacturing issue with the product after the 30 days please call our customer services team to discuss on 01922 745151. We will guide you through the process.  Please also have your proof of purchase details to hand.


13.1.      Our warranties

All products have a 1 year guarantee from date of purchase for manufacturing faults, if any manufacturing problems occur during this time frame please contact us in the first instance after the first 28 days we will have the product back for inspection and a repair will be carried out where possible.

If you bought your product in store or from a saddle fitter:

  • Contact your fitter with proof of purchase and a description of your issue
  • The fitter will liase with Bliss Of London on your behalf, if the item is found to be faulty then the fitter will arrange repair or replacement.
  • Warrantees are NON transferable unless re-purchased through an authorised Bliss of London appointed saddle fitter with prior agreement from Bliss of London Ltd

If you bought your product from

  • Contact customer services with the description of your issue and proof of purchase
  • Our customer services team will assess whether the item has a manufacturing fault and may request further information or for the item to be returned for assessment
  • All items must be returned to Head Office – England, for assessment. please refer to our standard delivery and return process, 11.2.
  • Warrantees are NON transferable unless re-purchased through an authorised Bliss of London appointed saddle fitter with prior agreement from Bliss of London Ltd


 13.2.     Repairs

If any repairs are taken out by any persons other than ourselves without our instruction or prior agreement your warranty is automatically void or if any damage is caused by such process we will not be required to repair/replace under our warranty terms.


14.1.      What we will not be liable for

We will not be held liable for any loss or damage that arising out of or in connection with your order that is not foreseeable.  We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14.2.      What we cannot exclude

At law we will always be liable for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation.


These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

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