Terms & Conditions

Introduction

These terms and conditions (together with the information and policies contained in the “Customer Service” pages on the website and any other documents referred in these terms and conditions) (“Terms and Conditions”) set out the legal terms that apply to your use of the website https://metier.com (the “Website” or “Site”), the purchase of your products from Métier London Limited (company number 10164555, VAT number GB241426533) whose registered office is 13-14 Welbeck Street London W1G 9XU (Métier London, we, us and our).

Your purchase of any of the products offered on the Site (“Products”) is subject to these terms and conditions and by placing an order for any Product you agree to be bound by them. You should print a copy of these terms and conditions for future reference. Use of your personal information submitted to or via the Site is governed by our Privacy and Cookies Policy.

We reserve the right to change these terms and conditions from time to time by changing them on the Site, although no such change will affect any order you have already placed with us.

Products

The Products are owned and sold on the website by Métier London. Métier London attempts to be as accurate as possible in the description of the Products. However, we cannot guarantee that any descriptions are totally accurate, complete, reliable or error-free. The images of the Products on the Website are for illustrative purposes only. Although we attempt to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the Products.

As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms and Conditions will affect these legal rights.

The Products sold are supplied for your domestic and private use only. Métier London has no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Ordering and Availability

Products may be ordered by clicking on the items you wish to purchase and then following the prompts that will appear on screen. You may check and correct any input errors in your order up until the point at which you submit your order to us by clicking the “Place Order” button on the checkout page.

After placing an order, you will receive an email from us acknowledging that we have received your order and giving you an order reference number (“Order Confirmation”). Please note that this does not mean that your order has been accepted. Your order constitutes an offer to buy a Product. All orders are subject to acceptance. We are not obliged to accept your order and may, at our discretion, decline to accept any order. You do, however, acknowledge that by clicking on the “Place Order” button, you enter into an obligation to pay for the Product(s). Where your order is accepted, we will confirm such acceptance to you by sending you an email that confirms that the Product has been dispatched (“Dispatch Confirmation”). The contract between you and us in relation to the Product(s) ordered (“Contract”) will only be formed when we send you the Dispatch Confirmation. After entering into the Contract, we will be under a legal duty to supply you with goods that are in conformity with the Contract.

The Contract will relate only to the Product(s) whose dispatch has been confirmed in the Dispatch Confirmation. There will be no obligation to supply any other Product(s), which may have been part of your order until the dispatch of such Product(s) has been confirmed in a separate Dispatch Confirmation.

Delivery

Your order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within 30 days after the date of the Dispatch Confirmation, unless there are exceptional circumstances.

Your order will be delivered to the delivery address you specify when placing your order.

If your delivery address is geographically remote, for example certain outlying islands or other isolated locations, or not in our list of countries shipped to, it is possible that we may not be able to deliver there. If that is the case, you will be notified before your order is accepted. We reserve the right not to deliver to any country that is prohibited by applicable export laws. Orders cannot be delivered to PO Box or similar addresses.

In the situation that DHL are requested by the receiver to deliver without a signature, to a neighbour or to a safe place, Métier are not responsible if the package is subsequently lost or stolen.

Products comprised within the same order cannot be delivered to different addresses.

Deliveries are made by DHL and take place on Monday to Saturday (or other normal working week days in countries that do not follow a Western pattern of working week), excluding bank and public holidays, usually within the hours of 8am and 5pm. It is not possible to specify a precise time at which a delivery will take place. Please note that the courier may require deliveries to be signed for.

In the situation that DHL are requested by the receiver to deliver without a signature, to a neighbour or to a safe place, Métier are not responsible if the package is subsequently lost or stolen.

If you order Product(s) for international delivery, they may be opened and inspected by customs authorities and may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. We ship Product(s) on a Delivered Duties Paid (DDP) basis. We will include a customs and duties estimate into the total price of your order based on your shipping country. Our shipping partner, DHL, will then handle payment of all customs and duties fees at customs as a service to you. Please note that we have no control over these charges and cannot predict their exact amount. Please contact your local customs office for further information before placing your order. In the event that you return an item, the import duties will be refunded if they were originally included in the purchase price. If they were not included then you will responsible for reclaiming duty directly from your local customs office.

Please also note that you must comply with all applicable laws and regulations of the country for which the Product(s) are destined. We will not be liable for any breach by you of any such laws.

Bespoke

Each bespoke creation is made exclusively for you, rare and special, reflecting time-honoured craftsmanship. To begin the journey, we kindly request that full payment be made before the commencement of production.
 
Please note that due to the devotion of time, materials, and care for these bespoke pieces, sales are final and non-refundable. Our bespoke collection is ordered via enquiry. Once you have registered your interest, a member of the Metier customer care team will be in touch to take payment.

After you place your order, you will receive a confirmation that outlines the specifications of your piece. We encourage you to review this confirmation carefully and let us know in writing if you notice any discrepancies as soon as possible. If we do not hear from you, we will proceed based on the details provided in your Order Confirmation.
 
As each piece is thoughtfully made to order, the estimated lead time is approximately four calendar months. This timing is a reflection of the intricate process involved, though it may vary slightly. Please note that this estimate is not inclusive of shipping times to you once dispatched.
 
We believe that the process of creating something bespoke should be as considered and personal as the piece itself. Throughout the making of your bag, we will share occasional updates to keep you informed of its progress, a glimpse into the craftsmanship unfolding in our atelier.
 
We reserve the right to limit the availability of our products or services to certain individuals, locations, or jurisdictions. Such decisions are made with care and considered individually. We may also limit the quantity of items available to order.
 
We thank you for your understanding and for choosing to create something truly personal with us.

Risk and Ownership

The Product(s) ordered will be at your risk from the time of delivery or collection (as the case may be). Ownership of the Product(s) ordered will also pass to you on delivery or collection (as the case may be), provided full payment of all sums due in respect of the Product(s), including any delivery charges, has been received.

Price and Payment

The price of Products is as quoted on the Site from time to time.

Within Europe, prices include VAT but exclude delivery costs, which will be automatically added (at the cost shown) to the total amount due when you view the items in Checkout.

Outside Europe, prices exclude both VAT and delivery costs. An estimate on applicable taxes and duties plus delivery costs will be automatically added (at the cost shown) to the total amount due when you view the items in Checkout.

Prices and delivery costs are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

The Site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on the Site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, we will charge you the lower amount. If a Product’s correct price is higher than the price stated on the Site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.

Payment for all orders must be made by credit card or PayPal on the checkout page. We accept payment by most major credit cards and PayPal.

You should be aware that online payment transactions are subject to validation checks by your card issuer and we are not responsible if your card issuer declines to authorise payment for any reason. We also carry out a standard pre-authorisation check on your payment card, and Products will not be dispatched until this pre-authorisation check has been completed. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. We are not responsible for this.

From time to time we may run promotions where we issue discounts to selected accounts. These can be used in part-payment of the price of Product(s) ordered online, subject to the terms and conditions under which they were issued (as indicated in our relevant promotion).

Return Policy

Returned Products must conform to our returns policy below.

You have a legal obligation to take reasonable care of the products while they are in your possession, and you must return them in the same condition in which you receive them (except to the extent reasonably necessary to examine them). This includes the following guidelines:

• Products must be returned within 14 days of delivery;
• Products should be returned undamaged and unused with their original tags;
• Products should be returned in the original boxes and dust bags provided and inside a protective shipping box;
• Products cannot have been personalised with a monogram.
• If you fail to comply with the above obligations (including the conditions of return), we may deduct from the refund an amount to reflect the diminished value of the Product(s) up to the full price of the Product(s).

Returns for Customised Products

Due to the nature of personalised and monogrammed Products, returns, changes or cancellations are not allowed. In exercising this discretion, we will have regard to the level of customisation and personalisation and also reserve the right to offer a store credit rather than a monetary refund. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalised and/or customised Products may have a long lead time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.

Returns Process

We recommend that you return Products in their original packaging to ensure the necessary protection when in transit. Instructions for the return of the Product(s) will be sent via email when you contact us for a return request.

Free Returns Pickup

We offer a free collection service to all customers for Product(s) you wish to return except in relation to certain types of Products as set out in the Returns Policy. You have 14 days from receiving your order to return the Product to the boutique or our returns hub. We strongly recommend that you book your free returns pick-up within 7 days of receiving your order to ensure that it arrives back in time. Please note that we can only collect returns from the same country to which your order was delivered. You will be refunded the full price for the Product(s) (subject to our Returns Policy), but not the delivery charges.

To book a free returns pick-up:

• Email customercare@metier.com with your order number, the item(s) you would like to return and the reason. Please also confirm the scheduled pickup return address for your shipment
• We will email you with a returns form to be printed and included in your shipment as well as a DHL prepaid returns label
• If you have been provided with a returns invoice for customs, please enclose one inside the package and attach a signed copy on the outside with the AWB.
• Please contact your local DHL office to schedule a collection. Do not seal your package until the driver has checked the contents
• You are also able to return your order in person, to our flagship store at 59 South Audley Street, London, W1K 2QN.

Please allow up to 5 working days for the processing of returns once they arrive in our warehouse.

Please note that you have 30 days to contact us upon the pickup of your return to ensure that we have acknowledged it and received the Product. If you contact us after this 30 days period, we cannot guarantee a refund.

Faulty Products

If any Product you order is damaged or faulty when delivered to you or has developed a fault, you may have one or more legal remedies available to you, depending on when you make us aware of the problem, in accordance with your legal rights. If you believe a Product was delivered damaged or faulty or has developed a fault, you should inform us as soon as possible, preferably in writing, giving your name, address and order reference. Nothing in this section affects your legal rights.

Product Information

Whilst we have taken reasonable steps to depict Products as accurately as possible through the photographs and other images featured on the Site, the detailing (such as colour, pattern and texture, etc.) you see on-screen will depend on your monitor and, as such, may not exactly reflect the actual detailing of a Product when you receive it.

Any information on the Site regarding sizing of Products is included as a guide only. If you are in any doubt as to the size of any Product you require, we recommend that you contact us prior to placing an order (see Contacting us).

What Are You Allowed to Do?

You may only use the Site for non-commercial use and only in accordance with these terms and conditions. You may retrieve and display content from the Site on a computer screen, print and copy individual pages and, subject to the next section, store such pages in electronic form. Additional terms may also apply to certain features, parts or content of the Site and, where they apply, will be displayed on-screen or accessible via a link.

What Are You Not Allowed to Do?

Except to the extent expressly set out in these terms and conditions, you are not allowed to:

• ‘scrape’ content or store content of the Site on a server or other storage device connected to a network or create an electronic database by systematically downloading and storing all of the content of the Site;
• remove or change any content of the Site or attempt to circumvent security or interfere with the proper working of the Site or the servers on which it is hosted; or
• create links to the Site from any other website, without our prior written consent, although you may link from a website that is operated by you provided the link is not misleading or deceptive and fairly indicates its destination, you do not imply that we endorse you, your website, or any products or services you offer, you link to (and do not frame or replicate) the home page of the Site, and the linked website does not contain any content that is unlawful, threatening, abusive, defamatory, pornographic, obscene, vulgar, indecent, offensive or which infringes on the intellectual property rights or other rights of any third party.
• You must only use the Site and anything available from the Site for lawful purposes (complying with all applicable laws and regulations), in a responsible manner, and not in a way that might damage our name or reputation or that of any of our affiliates.

All rights granted to you under these terms and conditions will terminate immediately in the event that you are in breach of any of them.

Intellectual Property Rights

All intellectual property rights in any content of the Site (including text, graphics, software, photographs and other images, videos, sound, trade marks and logos) are owned by us or our licensors. Except as expressly set out here, nothing in these terms and conditions gives you any rights in respect of any intellectual property owned by us or our licensors and you acknowledge that you do not acquire any ownership rights by downloading content from the Site. In the event you print off, copy or store pages from the Site (only as permitted by these terms and conditions), you must ensure that any copyright, trade mark or other intellectual property right notices contained in the original content are reproduced.

Content

We may change the format and content of the Site from time to time. You agree that your use of the Site is on an ‘as is’ and ‘as available’ basis and at your sole risk.

Whilst we try to make sure that all information contained on the Site (other than any user-generated content) is correct, it is not intended to amount to authority or advice on which reliance should be placed. You should check with us or the relevant information source before acting on any such information.

We make or give no representation or warranty as to the accuracy, completeness, currency, correctness, reliability, integrity, quality, fitness for purpose or originality of any content of the Site and, to the fullest extent permitted by law, all implied warranties, conditions or other terms of any kind are hereby excluded and we accept no liability for any loss or damage of any kind incurred as a result of you or anyone else using the Site or relying on any of its content.

We cannot and do not guarantee that any content of the Site will be free from viruses and/or other code that may have contaminating or destructive elements. It is your responsibility to implement appropriate IT security safeguards (including anti-virus and other security checks) to satisfy your particular requirements as to the safety and reliability of content.

External Links

The Site may, from time to time, include links to external sites, which may include links to third party offers and promotions. We include these to provide you with access to information, products or services that you may find useful or interesting.

We are not responsible for the content of these sites or for anything provided by them and do not guarantee that they will be continuously available. The fact that we include links to such external sites does not imply any endorsement of or association with their operators or promoters.

Our Liability

Nothing in these terms and conditions shall limit or exclude our liability to you:

• for death or personal injury caused by our negligence;
• for fraudulent misrepresentation;
• for breach of any term implied by the Consumer Rights Act 2015 and which, by law, may not be limited or excluded under Part I of the Consumer Protection Act 1987; or
• for any other liability that, by law, may not be limited or excluded.
• Subject to this, in no event shall we be liable to you for any business losses and any liability we do have for losses you suffer arising from any Contract shall not exceed the purchase price of the relevant Product(s) and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under any Contract that is caused by events outside our reasonable control.

General

You may not transfer or assign any or all of your rights or obligations under any Contract.

All notices given by you to us must be given in writing to the address set out at the end of these terms and conditions. We may give notice to you at either the email or postal address you provide to us when placing an order.

If we fail to enforce any of our rights, that does not result in a waiver of that right.

If any provision of these terms and conditions is found to be unenforceable, all other provisions shall remain unaffected. These terms and conditions may not be varied except with our express written consent.

These terms and conditions and any document expressly referred to in them represent the entire agreement between you and us in relation to the subject matter of any Contract. We are required by law to advise you that Contracts may be concluded in the English language only and that no public filing requirements apply.

These terms and conditions shall be governed by English law, and you agree that any dispute between you and us regarding them or any Contract will only be dealt with by the English courts, provided that, if you live in a part of the United Kingdom other than England, the applicable law of that part of the United Kingdom will govern and any dispute will only be dealt with by the courts there.

Contacting Us

Please submit any questions you have about these terms and conditions or an order you have placed or ordering in general by email to customercare@metier.com or write to us at:

Métier Customer Care
13-14 Welbeck Street
London
W1G 9XU