Terms & Conditions

By using the handoki.com website (the “Website”), you accept that our Terms and Conditions and Privacy Policy govern your use of and activity on the website. We reserve the right to change these Terms and Conditions from time to time and each visit to or activity on this website will be governed by the Terms and Conditions operating at that specific time. Your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such changes. It is your responsibility to check regularly to determine whether the Terms and Conditions have been changed.

The website is created, administered and controlled by HANDOKI LTD, company number [9609318] (“we”, “us”, “our”). Our registered office is 1 Spring Villa Park, Spring Villa Road, HA8 7EB, London, UK.

This is an English language website intended for use by users of the English language. We have no obligation to provide the service in any other languages. Furthermore, any comments posted by users should be made in the English language. Your use of this website and any dispute arising out of such use of the website is subject to the laws of, and exclusively justiciable in, England and Wales.

The website may only be used for lawful purposes by those 18 years of age or older. You agree to comply with all applicable laws, statutes and regulations regarding the website and any transactions conducted on or through the website.

Before you place an order, if you have any questions relating to these terms and conditions please contact our Customer Service Team. Click here to contact us now. Full contact details can be found on the website here

If you have any questions, please feel free to contact us by email at: info@handoki.com. Alternatively, you may call our team on +44 (0) 208 951 15 30, Monday to Friday: 10.00am - 6.00pm GMT.

Personal Information & Privacy [Policy]

Information which you provide or are required to provide when you use our site or register with us, by which you can be identified, is Personal Information and its holding and use by us is governed by the Data Protection laws applicable in the United Kingdom. Such Personal Information should be true, accurate, current and complete in all respects. You must notify us as soon as reasonably practicable of any changes to Personal Information by contacting our Customer Service Team via e-mail, or calling us on +44 (0) 208 951 15 30 (Monday to Friday: 10.00am - 6.00pm GMT) or by updating your details in the account page.

You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

We are committed to ensuring that your privacy is protected and we will process it in accordance with our policy set out below and our registration with the Information Commissioner’s Office.

Indirect Information

You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service, even if you do not register with us. These “cookies” (which are small pieces of code placed on your machine during your visit) help to improve your customer experience. They are not used to identify you personally. Please note that third party cookies (over which we have no control) may also be placed on your machine in the event that you use broader functionality through the Website (for example access to social media).

Direct Information

We use your information only for the following purposes:

● Processing your orders.
● For statistical or survey purposes to improve the Website and its services to you.
● To serve Website content and offer advertisements on the Website to you.
● To administer the Website.
● If you consent, to notify you of products or special offers that may be of interest to you.

You have the right to ask us to give you a statement about the personal data that we process about you, to rectify your data, to delete your information, to withdraw your consent given for processing of personal data, or to remove you from our mailing lists.

The Website has security measures in place to protect the loss, misuse and alteration of the information under our control. Certain areas of the Website use industry standard SSL to encrypt sensitive data, such as your billing and address details. We record IP addresses of persons submitting orders to aid fraud prevention. We reserve the right to, and may be ordered to, disclose any information about the Website necessary to fully co-operate with law enforcement authorities in investigating suspected illegal activities.

We collect your contact and delivery information (e.g. name, billing address, delivery address and email address) to get in touch with you when necessary to fulfil our obligations to you. For your added security all payment pages are hosted and processed by an appropriate third party payment provider which means that we don't hold details of your payment cards.

Terms of Use

We reserve the right to modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website.

You must be over 18 years of age to buy goods from this site. If you are under 18, you can only use this site with the involvement of a parent or guardian.

Registration

Those wishing to purchase from the Website may do so in 2 ways:

1)  As a guest without registration
2)  As a registered user

All registered users will have their own account through which they can view details of all of their purchases and payments. Registered users can track the progress of their order and send queries regarding their orders online. Furthermore, they have the opportunity to participate in prize draws and receive special offers.

Unregistered buyers do not have these facilities and must contact us about their order by email only.

Even though registration is not obligatory, we do recommend that all of our customers register their own account. To register just choose the option “Register” and fill in the required information. We will send you a confirmation email within 24 hours of the completion of your registration. If you do not receive such a confirmation email, please contact us as soon as possible.

Should you wish to close your account, please contact our Customer Service Team on the above details who will help you organise this. Once you cancel your account, you will no longer be able to shop online or receive e-mails from us. You can re-register at a later date using the same email address, however any historic order information will no longer be available to view.

You will be responsible for all activities and orders that occur or are submitted under your login details. If you know or suspect that someone else knows your password, you should notify us by contacting our Customer Service Team immediately using the above contact details.

Intellectual Property Rights

HANDOKI is the trading name and trademark of Handoki Limited. All materials, including images, illustrations, designs, site layout, photographs, written and other text or script that are part of this site together with all software compilations, underlying source code and software used on the site are protected by copyright, trade mark, design right and/or other worldwide intellectual property rights and are owned or controlled by or licensed to us. Any use of this website or its contents, including copying or storing it, in part or in whole, other than for your own lawful, personal, non-commercial use is prohibited without our prior permission. You may not reproduce, publish, transmit, publicly perform, distribute, display, modify, adapt, bundle, alter, create derivative works of the site, sell or participate in any sale of or exploit in any way, any of the contents, the site, or any related software in whole or in part without our express prior written permission.

Submission of Information to the Website

You must not submit any messages to the site that are defamatory, offensive, menacing, abusive, obscene, racist, or likely to cause nuisance, offence or embarrassment, damage or inconvenience to either us or our customers, or are in any other way objectionable or illegal. We retain the right to reject any order you may place and remove any such comments placed by you.

Suspension of site use

We reserve the right to suspend your use of the website at any time to perform essential maintenance, change details and to remove any inaccurate or unauthorised material, and also to terminate your use of the website if you breach any of these terms and conditions. HANDOKI will also do its best to allow you uninterrupted access to the site 24 hours per day, but access may be suspended, restricted or terminated at any time.

Accuracy of Content

To the extent permitted by law, we give no warranties in relation to the website, in particular with limitation, any warranties regarding the accuracy of descriptions and illustrations of items for sale on the Website. We have taken all reasonable precautions to ensure that the information provided within the Website is accurate, including (but not limited to) that prices shown are correct at the time of publishing and that all items have been fairly and accurately described. Whilst all reasonable effort has been taken to display colours of items accurately, we cannot guarantee that your monitor's display will accurately reflect this. All sizes and measurements are approximate; however we do make every effort to ensure they are as accurate as possible.

We reserve the right to change at any time any descriptions of items shown on the Website, including prices, colours and sizes. The descriptions and photos of the items are posted by suppliers, however, we try to monitor the descriptions and photos of items as much as possible, but we cannot be responsible 100% for the accuracy of the descriptions.

Prices and Promotion

Prices are as set out on the website and include VAT at the current rate but are exclusive of delivery charges. We reserve the right to alter prices at any time.

We continually update our online store. From time to time our retail stores may run special local promotions (which may not be available on our website) or we may offer special promotions online that are not available in the retail stores. For these reasons you may sometimes find that products on our Website are priced differently to those in our stores. Some website promotions may not be available to customers in particular jurisdictions.

Product descriptions

You will notice that a lot of products for sale on Handoki have a label (or multiple labels) to them: Handmade, Custom made, Regular and Exclusive. Below we will explain what each of these terms means and represents, and what makes them so special.

Handmade: These are products that are hand crafted by artisans. Often, our crafters have generations of experience, and have spent a lifetime honing their skills. This reflects the quality of product that we offer to you from Handoki, and you can be sure that every product is both handmade, and created with special care.

Custom made: Some of our products are customisable according to your individual wishes and specifications. Whether it is something truly special for birthdays, anniversaries or general gifts, our custom label features products that are customisable by the seller in many different ways. You can choose from colour, size, or even having your name or picture on the product.

Regular: These handmade products are usually in stock all the time as specified by the crafter, who is obliged to constantly update the information about the number of pieces available through his/her account. The products can be either in stock (available immediately) or out of stock with one item being reserved as a sample. In this case, the “manufacturing time” phrase will show and will specify how many days it would take a crafter to produce this item. Please note that such an out of stock item, crafted especially for you, might differ slightly from the sample in the photo.

Exclusive: These products are limited edition products that are the only ones of their kind and cannot be fully replicated. Many products such as our artwork on offer are very unique and exclusive. A seller may decide to also only produce a handful of a specific product, or may be working in such a manner that leads to every batch being different.

Each product purchased is sold subject to its Product Description. We have made every effort to reproduce colour details on the website as accurately as possible. However, different computers can reproduce colours in slightly different ways, so colour matches therefore are not always possible over the internet. If you are not satisfied with the colour of the item you have ordered, we offer to exchange or refund it within 14 days of purchase only for non-custom made items. Please see our returns policy.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system.

Even though we try to describe each item in as much detail as possible, if you have some questions regarding a particular item, please do not hesitate to contact us before making an order to get all the necessary information. Please contact us on the details set out above.

Damage to your computer

We do our best to keep our site up to date but cannot guarantee that the site and its contents are completely free of technical errors, viruses or anything else that may have a harmful effect on your computer or any technology. By using the site, you acknowledge that you assume full responsibility for all costs associated with any necessary servicing or repairs of any equipment that you use in connection with the website. Of course, this statement does not affect your statutory rights as a customer.

Orders

All communication with you will be conducted through the email address you provide us. Correspondence from us will be also addressed to your email address as supplied when you register.

If we discover an error in the price or description of an item you have ordered (it happens!), we may cancel your order at any time up to the point we send the item(s) to you. We will contact you where we become aware of an error and ask you whether you wish to continue with your order at the correct price or cancel it. If we do cancel your order, you will receive a full refund of charges you pay to us in advance. If you do not receive an acknowledgement email after placing an order, please contact us immediately. Handoki.com will not be responsible if you should fail to receive emails sent to the email address you provide when you register.

We will send you an acknowledgement email within 24 hours of your order being placed to confirm receipt of your order. Orders placed by you are an offer to purchase and our acknowledgement is not an acceptance. Once you have received our acknowledgement email, you cannot change the details of the order (product, quantities or delivery address). Please ensure you review all your details before you complete the checkout process.

All orders are submitted subject to availability of stock.

The steps involved in creating an Order are as follows:

● You place the order for your products on the website by pressing the confirm button at the end of the checkout process. In the description of the item, you will be able to see if the item is in stock or not. For custom made or regular out of stock items, estimated manufacturing time will be shown as well. In the description of the item, you will be able to see not only the estimated production time but also the delivery time as well.
● We will send to you an order acknowledgement email detailing the products that you have ordered. Once your order is confirmed by one of our suppliers (that the item is in stock or that the item can be produced within the estimated time frame shown on the website), we will send you an email with the confirmation of your order.
● When your product is shipped by the individual seller we will send you a dispatch confirmation email.
● Please acknowledge the delivery of your order through your account or by email. If the order is not delivered on time, please extend your processing time before the initially set delivery day (preferably at least 3 days in advance).

Orders that are already in stock or orders that have their production completed are normally dispatched within 1-3 business days of the order date (or within 1-3 business days of the date when the item is completed and ready for dispatching). The majority of orders of in stock items are received within 30 days. However, as we cannot guarantee the speed of the standard postal service please allow up to: 42 days for Standard Delivery orders, 28 days for Priority Delivery (EMS), and 14 days for DHL or similar express delivery. If the order happens to be placed on a bank or national holiday in the country of residence of a manufacturer, the order shall be dispatched within the 1-3 business days following the holiday and the customer will be notified about this delay.

Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the products ordered unless we have notified you that we cannot accept your order.

There is a delay between the time when the order is placed and the time when the order is accepted and the order acknowledgement email is not a guarantee of stock availability or availability to produce a particular item. On occasion the stock position relating to particular items may change. If an item is not in stock at the time of processing your order, we will let you know as soon as possible and you will not be charged for the out of stock item(s).

Non-acceptance of an order may happen for one of the following reasons:

● The product you ordered is unavailable in stock or it is not possible to produce it anymore.
● The product you ordered is unavailable for delivery to your selected delivery country.
● Our inability to obtain authorisation of your payment.
● The identification of a pricing or product description error.
● You not meeting the eligibility for order criteria set out in the Terms & Conditions.

We reserve the right to restrict the number of items available for sale to any individual customer.

In relation to custom made items, if:

● the production time of an item changes, we will inform the buyer about the new production time
● the material of the item changes, we will inform the buyer about this change
● there are any other changes, we will inform the buyer about these changes

Then the buyer has the right either to agree to the changes or ask for a refund or to release payment.

We reserve the right to refuse any order.

Payments

We accept payment in GBP (£). We accept all major credit cards as listed: Visa, Delta, Maestro, Switch, Visa Electron and MasterCard. We also accept payment through PayPal and World Pay. All payments are processed securely through our approved payment provider's website. We do not store any credit card details.

The product price is taxed in accordance with the current legislation. You can order a VAT bill by email at: info@handoki.com

Customers located outside the UK

Local import duties may be due and payable on receipt. These are solely your responsibility. If you know that it would be illegal for us to sell our products in your country or region, please do not order items from our site. We cannot be held responsible for this.

Cancellation / Returns policy

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel your order before a certain period of time has elapsed. In order to do so, you must inform our Customer Services Department in writing or by email within 14 business days from the day after the receipt of your order. Returning any item within 14 days will also be taken as notice of cancellation of your order (or part of your order). Please quote your order number on all correspondence. Goods are provided to you on approval and legal title to the goods will not pass to you until the 14-day post-delivery period has expired. On receipt of the goods, we will give you a full refund of the amount paid or an exchange if requested. We recommend using a recorded delivery service and requesting proof of postage when returning goods. The cost of postage can be claimed back from us within reason (we do not refund courier fees) by sending a receipt to our Customer Services Department. The contract in respect of the sale of goods between you and us requires that you return the goods to us on cancellation. This does not affect your statutory rights. Please have a look at our full Returns policy for details of how to return goods to us.

We have no obligation to issue refunds or to replace custom made/personalised items. The only exception to this are goods that are shipped as faulty or damaged items.

All items that meet our definition of custom made/personalised, regular or exclusive will be clearly marked as such on our website.

Please note that we do not refund your postage unless the item has been delivered to you as damaged, wrongly described or faulty.

We will refund the delivery charge of faulty/damaged goods when you notify us, other than by telephone, within 14 days of receipt of your intention to cancel. If notification is received later than 14 days after receipt of the goods, then we will refund the delivery charge only if the goods are damaged, faulty or incorrect. On returned goods we will refund the amount paid.

Damaged or Defective goods

You have a right to return goods if they develop a fault (manufacture defect only) up to six months after receipt of the goods. Depending on the circumstances, you may be entitled to a repair, replacement or a full or partial refund. Please contact us in order to inform us about the fault by providing a digital image of the damage or defect (along with a clear description of the problem) in an email to our customer support team. In many cases, action (in the form of reprint or refund) can be taken as soon as substantiation of the claim has been provided by the customer.

If the damage / defect cannot be verified via email contact, the item may be required to return to individual seller/supplier for inspection before a determination can be made as to the state of the product.

If the damage / defect can be repaired the individual seller may be required to return the product.

The address to which the item should be returned will be confirmed at the time of confirmation of a refund, replacement or repair of the item.

If there is a need to return the item, please have a look at the returns process described below.

Returns Process

If you decide to return the items within 14 days after their delivery, please contact us and ask for the confirmation of the return.

The address to which the item should be returned will be confirmed at the time of the confirmation of return of the item. All items should be returned to the supplier (the individual seller).

We advise you to send your item back via a recorded postal service and to get a proof of postage. We cannot be held liable for any goods lost in transit to us. The items are solely your responsibility until they reach the individual seller. We recommend that you purchase insurance to be able to claim for any loss or damage caused to the item during its postage.

Please do not forget to complete your returns form and details of the refund or exchange you require. Once your goods are accepted back into stock (or the supplier has received the items back) you will be issued with an exchange or refund. We can only refund to the account details originally used for payment.

Please tell us why you are returning your item(s) to help us to improve our service and goods in the future. We endeavour to process postal return refunds/exchanges as soon as possible, but please allow 10 working days to be credited in your account.

The address for refund will be provided by the individual seller after the product refund is accepted.

Delivery

You may choose your preferred postal service from the following delivery options:

● Standard worldwide delivery
● Express worldwide delivery up to
● Express delivery using DHL/FedEx courier service

Delivery option

Average shipping time

As we unfortunately cannot guarantee the speed of postal services, you may need to wait

Standard worldwide delivery

1-3 weeks: EU

2-4 weeks: Worldwide

Up to 6 weeks: EU and Worldwide

Express worldwide delivery

1-2 weeks: EU

1-3 weeks: Worldwide

Up to 4 weeks: EU and Worldwide

Express delivery using DHL/FedEx courier service

Up to 1 week: EU and Worldwide

Up to 2 weeks: EU and Worldwide

Your item will be shipped within the time frame mentioned (please look at the point regarding making an order/ order acceptance) using the delivery method you have chosen. The item will be sent to the address you mention when placing the order.

Additionally, we recommend that you purchase insurance to cover fully against any loss or damage that may happen to your item during the shipping of it.

You will be able to track the status of your item through the link that is sent to you along with the confirmation that the item has been dispatched. You will be able to track your item through the website http://www.track-trace.com/post.

While the item is within the territory of the EU market, you will be able to track the item using the link to the postal service. For other postal services you can track posted items using the link of the respective postal service.

Limitation of Liability & Our Role

To the extent permitted by law, we will have no liability to you in contract, tort (including negligence) or otherwise for any loss (including loss of profit), cost or damage (whether indirect, consequential, or otherwise) suffered as a result of your use of the website or from use of information passed through the website, even if we are aware of the possibility of such a loss. Additionally, we shall also not be liable to you for a breach of these terms and conditions or a failure to perform if the delay or failure is due to a cause beyond our reasonable control.

Our total liability for any claim howsoever arising shall not exceed the price paid for the goods supplied by us to you, together with any postage costs incurred. We do not however exclude or limit our liability in respect of death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation.

You must use the site for lawful purposes only. If you are registering with us you recognise that you are responsible for all access made to the site using the log in details that you provide us with. It is your responsibility that you ensure that all information with regards to your account is kept confidential. We shall not accept responsibility for any loss or damage as a result of you not keeping all such information confidential.

The majority of the items offered on our website are the exclusive handmade items. Handoki is not a manufacturer but an intermediary between the suppliers (manufacturers) and the buyer. As an intermediary, Handoki is responsible for the interaction between the supplier and the buyer, receipt of payments, safety assurance and control and assurance of the quality of the items produced by the manufacturer and product warranty. Additionally, Handoki is considered to be an independent expert and a third party in case of resolution of disputes.