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Terms & Conditions

Last updated: 1 December 2023

 

The following terms and conditions apply to all relationships between you, the client, and Sophie Raval. If a client accepts a quote from Sophie Raval and has paid the first instalment of their invoice then the client will be deemed to have satisfied themselves as to the terms applying and have accepted these terms and conditions in full. 

 

Shipping

All our veils are packaged with care and delivered in their own luxury presentation box. 

 

Veils delivered within the UK will be sent via insured Special Delivery (next-day delivery post dispatch excluding Sundays). You will receive an email with your tracking number so that you can track your delivery.

 

Veils delivered outside the UK will be sent via insured courier. This is a 5-7 working day service post dispatch. With regards to customs, all orders will have their value and contents accurately declared. You may be required to pay customs charges once your parcel arrives at your country of destination. It is your responsibility to be aware of your own country's custom rules and to pay any fees on delivery.
 

Delivery times are not guaranteed and Sophie Raval shall not be liable for any losses, delays, damage or charges the client incurs as a result of the postal service.

Collection Veil T&Cs

The lead times on Collection veils range from 2 to 8 weeks. As all our veils are designed and made-to-order, please check the specific lead time in the listing.

 

We also have a rush service available if you need it sooner than the lead time in the listing. Please note that rush fees are non-refundable.

 

We hope your veil will be perfect for you, but if you do need to return a piece, you can do so within 14 days from the date your parcel was delivered. Simply submit an enquiry via our Contact page form to request a return. Please ensure the item is returned in undamaged condition in the original packaging.

 

Veil returns will not be accepted (and refunds not issued) if the item is returned in damaged condition. If you are ordering a veil to try on with your dress, and haven’t discussed your tulle type with our team, please be mindful that clawset crystals and sequins on the dress can snag veil tulle. In such circumstances, the veil would not be eligible for a return. 

 

In line with the Consumer Contracts Regulations of 2014, personalised or custom products which are made to the customer’s specific requests are non-returnable or refundable.

 

Embroidered veils are therefore excluded from the 14-day returns policy, given that they are personalised.

 

Semi-Bespoke Veil T&Cs

This covers veils where the bride has requested a tweak to a Collection design including but not limited to changing length, adding embroidery or combining two designs.

 

In line with the Consumer Contracts Regulations of 2014, personalised or custom products which are made to the customer’s specific requests are non-returnable or refundable. 

 

Semi-bespoke veils are therefore excluded from the 14-day returns policy, given that they are personalised.

 

Bespoke Veil T&Cs

Our minimum lead time on bespoke veils is 12 weeks. Your latest dispatch date will be specified in your personalised quote.

 

We recommend having your veil in time for your final fitting so you can try it on with your dress - and we do our best to accommodate this. 

 

We also have a rush service available if you need it sooner than your quoted lead time. 

 

Based on the bespoke veil design agreed with our designer, you will receive a personalised quote confirming the lead time, and prices for each option presented. This quote will remain active for 2 weeks, after which we may need to recalculate the lead time and prices, for example if the material costs have changed.

 

To secure your order, a minimum of 50% of the quoted amount is due upfront. Until this initial instalment of the invoice has been settled, your order and space in the diary is not guaranteed. 

 

If a payment is made after the 2 week quote period, and the lead time at this point would be too late for your wedding date, we would then need to charge a rush fee. This would be highlighted to you before being charged.

 

The remaining balance of your invoice must be settled when your veil is ready to be dispatched, or no later than the final dispatch date as per your quote. This will apply regardless of changes to your wedding date, or any delays caused by significant design changes that you have requested.

 

Irrespective of your wedding date, the veil will not be dispatched until the full balance of the invoice has been settled.

 

Please note your veil will be started approximately 2 weeks before your delivery date, and will be delivered on or before the time frame specified.

 

Bespoke Veil Returns

In line with the Consumer Contracts Regulations of 2014, personalised or bespoke products which are made to the customer’s specific requests are non-returnable or refundable. This means that our bespoke veils are exempt from the 14 day money back guarantee. 

 

However, in the very unlikely event that an error was made when making your veil, you are entitled to a free replacement reflecting the correct specifications agreed in your quote. Please get in touch with us as early as possible to report any issues, and no later than 14 days of the veil being delivered. 

 

Some examples of errors on a bespoke veil order might be…

The veil is cut in the wrong length (e.g. you ordered a 350cm veil and received 200cm)

The veil is made in the wrong colour (e.g. you ordered an ivory veil and received white)

The veil has the wrong decoration (e.g. you ordered pearls and we sent crystals)

 

If your veil has been cut in the length agreed (within a 2cm tolerance), but you later determine that it is not the right length for your dress, this will not class as an error and a replacement will not be due. 

 

To help avoid any issues, we always offer to contact your dress shop to find out the colour of your dress and length of the train, to ensure we design with the correct specifications in mind. Please note that the length agreed with you will be based on the measurements provided by you and your shop. We cannot be held responsible if these details are incorrect or if you then change the length of your train during a fitting. 

 

If your veil has been made in the colour agreed, but you later determine that it is not the right colour for your dress / doesn’t match, this will not class as an error and a replacement will not be due. 

 

To help avoid any issues, as part of our bespoke service, we send you a selection of tulle samples within a week of purchasing your quote to help aid colour matching.

 

If your veil has been created to the specifications outlined in your quote, and you have approved the pinned photos, but you later decide the veil is not what you want, this will not class as an error and a replacement will not be due. 

 

To help avoid any issues, all lace and embroidered veils will be pinned before they are stitched, and we will send photos to you to make sure you’re happy with size and placement. If by any chance you don’t like it, we will work with you to make any alterations so you get your perfect veil. 

 

These alterations may be subject to charges, particularly if they involve extensive changes or additional materials. Any charges will be agreed with you before the alterations are made. If the charges exceed £100, 50% of this is due to confirm the alteration.

Privacy Policy

Last updated: 1 December 2023

Sophie Raval Privacy Policy in line with General Data Protection Regulation

 

Keeping your data safe

At Sophie Raval we are committed to keeping your personal data safe and secure, and handling it in accordance with our legal obligations. This Privacy Policy sets out in detail the purposes for which we process your personal data, who we share it with, what rights you have in relation to that data and everything else we think it’s important for you to know.

 

Who are we?

Sophie Raval is a luxury wedding boutique specialising in bespoke wedding veils based in Oxfordshire, UK.

 

1 Who’s in control?

1.1 It is important that you understand who is responsible for keeping your data safe. We are the “controller” of all personal data collected and used. This means that we are responsible for deciding how and why your data is used and for ensuring that your data is handled legally and safely.

 

2 What data do we collect and where from?

2.1 We collect some data directly from you when you engage with Sophie Raval. This is information about you that you give us by filling in forms on our site sophieraval.com or by corresponding with us by telephone, email, social media platforms or in person. It includes information you provide when you place an order, purchase a veil or accessory, participate in discussion boards or other social media functions, enter a competition, promotion or survey and when you report a problem with our site.

This data could include some or all of the following:

2.1.1 your full name;

2.1.2 your email address;

2.1.3 your telephone numbers, home and mobile;

2.1.4 your postcode and address (if you choose to provide them);

2.1.5 your billing contact name (family or guardian);

2.1.6 your billing contact email address, postal address and phone numbers (family or guardian);

2.1.7 photographic images of you throughout your purchase, order, and design process;

2.1.8 images of you on your wedding day (if you choose to share them);

2.1.9 your credit card information (this is not held on file);

2.1.10 your body measurements (if you choose to share them);

2.1.11 personal notes about your fittings and personal body information;

2.1.12 personal family information and details of your wedding;

2.2 We collect information about how you use sophieraval.com using cookies. This includes your viewing history, IP addresses, device identifiers and information about how long you have stayed on certain pages or what pages you have clicked on (Behavioural Data). We also log and use information about any service errors or interruptions that you have experienced in order to help us create fixes and to make technical improvements to sophieraval.com. We also collect data about you from third parties outlined below.

 

2.3 We also collect anonymised publicly available information from social networking sites such as Facebook, Instagram, LinkedIn and TikTok, for example likes, shares, comments and posts about Sophie Raval. This information is provided to us by a third party and is fully anonymised so we cannot see who has posted the information. This information is used for internal analysis purposes only.

 

3 What do we use your data for?

3.1 It is important that you understand how and why we use the personal data that we collect about you. This section sets out the different purposes for which we process personal data and which types of personal data we need for each purpose.

 

3.2 Managing your personal Account Data and providing you with our services, we manage confidentially all the data you have provided us with as listed in section 2.1.1 Your data will stay in our computer system unless you request otherwise. 

3.2.1 We use a password protected internal computer program to manage and administer your purchase order, for the avoidance of doubt this may be a consultation, online purchase or a bespoke veil order. We use this to search your account and to provide you with Sophie Raval services that you have requested from us. We also store personal data in our online diary system. This would be name and contact details and information in connection with your appointments with us.

3.2.2 We use your Voluntary Data to enable us to make appointments, respond to queries, complaints or comments that you have and to make sure that these are appropriately dealt with.

 

3.3 Competitions and surveys

3.3.1 We use Competition Data for the purposes of allowing you to participate in competitions and to carry out any activities required in relation to those competitions, for example contacting you to let you know you have won a prize and using your address to send your prize to you.

3.3.2 we use Survey Data for the purposes of analysing insights and information to enable us to improve our services.

 

3.4 Improving our services

3.4.1 We use Account Data, Behavioural Data, Voluntary Data and Survey Data to help us monitor, analyse and improve Sophie Raval services and procedures. We use this data to help us understand which products, content and services are most suitable to our clients and to help us identify errors and test features. This helps us to make sure that we are providing you with the best possible products and services. This also (a) enables us to assess our performance and to improve our products and services including advertising;

(b) informs our marketing and promotional activities.

 

3.5 We periodically review the data that we keep in our archive and we will delete or anonymise your data held in the archive where we consider it is no longer of value or interest.

 

4 What is our legal basis for using your data?

4.1 Data protection law says that we have to tell you the legal basis that we rely on to process your personal data for the purposes that we have notified to you. This section tells you what that legal basis is in relation to each of the purposes set out above.

 

4.2 With the exception of email marketing, we process your personal data for all of the purposes identified under What do we use your data for? and How do we use your data for marketing and advertising purposes? on the basis that it is in our legitimate interests, or the legitimate interests of third parties with whom we share your data, to carry out these activities. Further information about what those interests are is set out below.

Purpose: Running your account and providing you with our services

Legitimate interests: To ensure that Sophie Raval clients enjoy the best reliable professional experience to gain the most beautiful veils possible.

Purpose: Improving our services

Legitimate interests: To make sure that we continue to improve our products and experience and provide our clients with the best and most effective service possible.

Purpose: Advertising

Legitimate interests: To provide advertising that is relevant to you to ensure that you have the best experience possible.

 

4.3 You have the right to object to us processing your personal data for the purposes set out above. Unless we can show that we have a compelling legitimate reason to continue processing your personal data, we will stop processing it. You can request that we fully anonymise your personal data at any time. Please email: contact@sophieraval.com.

 

4.4 In respect of the use of your email address for email marketing purposes, we process this on the basis that we have your consent to do so. You can withdraw your consent at any time by requesting this via email to contact@sophieraval.com.

 

5 Who do we share your data with?

5.1 We do need to share your personal data with some third parties in some circumstances. This includes where we use third party suppliers to perform various services for us. The third party suppliers we share your personal data with are as follows:

5.1.1 our staff in the United Kingdom, including independent contractors

5.1.2 third party service Providers for the purposes of IT hosting and maintenance. This information is located on servers within the Wix Website on a secure server behind a firewall.

5.1.3 HM Revenue & Customs, regulators and other authorities based in the United Kingdom who may require reporting of processing activities in certain circumstances.

5.2We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

 

6 How long do we keep your data for?

6.1 Personal data that we process shall not be kept for longer than is necessary.

 

6.2 Any Voluntary Data you submit to our team will be retained for a minimum period of ten years from submission, after which it may be anonymised.

 

6.3 It is helpful to keep purchase orders on file for reference for crossover with future clients. We often search past client’s orders for inspiration on designs and materials used.

 

6.4 In the event that we sell or buy any business or assets, in which case we will disclose your personal data to the prospective seller or buyer of such business or assets.

 

6.5 If Sophie Raval or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.

 

6.6 If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or terms and conditions of supply and other agreements; or to protect the rights, property, or safety of Sophie Raval, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

 

7 What rights do you have?

7.1 You have a number of rights under data protection law. These rights and how you can exercise them are set out in this section. We will normally need to ask you for proof of your identity before we can respond to a request to exercise any of the rights in this section and we may need to ask you for more information, for example to help us to locate the personal data that your request relates to.

 

7.2 We will respond to any requests to exercise your rights as soon as we can and in any event within one month of receiving your request and any necessary proof of identity or further information. If your request is particularly difficult or complex, or if you have made a large volume of requests, we may take up to three months to respond. If this is the case we will let you know as soon as we can and explain why we need to take longer to respond.

 

7.3 A right to access your information

7.3.1 You can access all of your Account Data through requesting this directly via email to contact@sophieraval.com

7.3.2 You also have a right to ask us to send you a copy of your Account Data and all other personal data that we hold about you (subject to some exceptions). A request to exercise this right is called a “subject access request” and must be made in writing to: contact@sophieraval.com.

 

7.4 A right to object to us processing your information

7.4.1 You have a right to object to us processing any personal data that we process where we are relying on legitimate interests as the legal basis of our processing. This includes all of your personal data that we process for all of the purposes set out in this Privacy Policy.

7.4.2 If we have compelling legitimate grounds to carry on processing your personal data, we will be able to continue to do so. Otherwise, we will cease processing your personal data.

7.4.3 You can exercise this right by emailing contact@sophieraval.com.

 

7.5 A right to have inaccurate data corrected

7.5.1 You have a right to ask us to correct inaccurate data that we hold about you. If we are satisfied that the new data you have provided is accurate, we will correct your personal data as soon as possible.

 

7.6 A right to have your data erased

7.6.1 You have a right to ask us to delete your personal data in certain circumstances, for example if we have processed your data unlawfully or if we no longer need the data for the purposes set out in this Privacy Policy. You can exercise this right by emailing contact@sophieraval.com.

 

8 How can you contact us?

8.1 If you have any questions or concerns about this Privacy Policy and/or our processing of your personal data, you can get in touch with our team by emailing contact@sophieraval.com.

 

9 What if you have a complaint?

9.1 You have a right to complain to the Information Commissioner’s Officer (ICO), which regulates data protection compliance in the UK, if you are unhappy with how we have processed your personal data.

 

9.2 You can find out how to do this by visiting www.ico.org.uk.

 

10 What if this policy changes?

10.1 We may make changes to this Privacy Policy from time to time. Any changes we make will be posted on this page. We may also notify you by email if significant changes are made.

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