Terms of service

These terms apply to every order you place on this website. Please read them before ordering. By placing an order, you agree to these terms.

1. About us

This website is operated by AE DSV Ltd, trading as Victoria Carlton ("we", "us", "our"). AE DSV Ltd is a company registered in England and Wales with company number 17050720. Our registered office is 191-199 Prospect House, London Road, London, TW7 5XD, United Kingdom.

You can contact us by email at support@victoriacarlton-london.com or by phone on 020 7946 0321, Monday to Friday, 9:00am to 5:00pm (UK time).

2. Using our website

You may use this website for personal, non-commercial shopping. You must not misuse the website, attempt to access it without authorisation, or use it for anything unlawful. We may update, suspend or withdraw the website at any time.

3. Our products

We do our best to show products accurately, but colours can look slightly different on different screens, and measurements are approximate. Please check the size and measurement details on each product page before ordering. All products are sold new.

4. Prices and payment

All prices are shown in pounds sterling (GBP) and include any applicable taxes. Delivery charges are shown at checkout before you pay.
We accept payment by debit and credit card through Shopify Payments, PayPal, Apple Pay, Google Pay and Klarna. If you choose Klarna, Klarna's own terms and eligibility checks apply.
Payment is taken when you place your order.
If we discover an obvious pricing error, we'll contact you before dispatch and you can either confirm the order at the correct price or cancel it for a full refund.

5. Your order

After you place an order, you'll receive an email acknowledging it. This is not an acceptance of your order. The contract between you and us is formed when we email you to confirm your order has been dispatched. We may decline an order, for example if an item is unavailable or if we suspect fraud. If we do, we'll let you know and refund you in full.

6. Delivery

Delivery costs, times and destinations are set out in our Delivery Policy. Responsibility for the goods passes to you once they've been delivered to the address you gave us.

7. Returns, cancellations and refunds

You can return eligible items within 30 days of delivery. Full details, including how to start a return, are in our Returns & Refunds Policy.

As a consumer, you also have a legal right to cancel your contract within 14 days of the day you receive your goods, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, contact us by email. You must send the goods back within 14 days of telling us you're cancelling. We'll refund you within 14 days of receiving the goods back, including the standard delivery charge if you cancel your whole order.

8. Faulty goods

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If an item is faulty, please contact us and we'll offer a repair, replacement or refund in line with your legal rights.

9. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care. We are not responsible for loss or damage that is not foreseeable, or for business losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law, and nothing affects your statutory rights.

10. Intellectual property

The Victoria Carlton name, logo and the content of this website belong to us or our licensors. You may not copy or reuse them without our written permission.

11. Your personal information

We use your personal information as described in our Privacy Policy.

12. Events outside our control

We are not responsible for delays caused by events outside our reasonable control, such as postal strikes, severe weather or carrier disruption. If this happens, we'll contact you as soon as possible and do what we can to reduce the delay.

13. Changes to these terms

We may update these terms from time to time. The terms that apply to your order are the ones shown on this website when you placed it.

14. Governing law

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.