Terms of sale
1. Seller Details
The Pillow Lane website is operated by:
VLT COMPAGNIE
SIRET number: 99144936400017
Registered office: 1 rue Marguerin, 75014 Paris, France
Email: support@pillow-lane.com
Phone number: +44 7458 107781
Customer support is available by email from Monday to Friday, between 9:00 am and 5:00 pm (UK time).
We usually respond within 48 business hours (UK time).
2. Scope
These Terms and Conditions of Sale apply to all purchases made through the Pillow Lane website by consumers located in the United Kingdom.
3. Orders and Confirmation
Placing an order on the website constitutes full acceptance of these Terms and Conditions of Sale.
Pillow Lane reserves the right to decline or cancel any order where there is an ongoing dispute with the customer, suspicion of fraudulent activity, a manifest pricing mistake, or inaccurate, incomplete, or inconsistent delivery details.
4. Product Information
Products are presented and described with the greatest possible accuracy.
Nevertheless, slight differences may occur, in particular due to screen settings, lighting, or manufacturing variations. Such minor differences shall not be considered defects and cannot justify a refund or complaint.
5. Prices
All prices are shown in British Pounds (GBP) and include any applicable taxes.
Pillow Lane may change its prices at any time.
The price payable by the customer is the one displayed at the time the order is confirmed.
6. Payment
Payment must be made online using the payment methods offered on the website at checkout.
An order becomes final only once the payment has been successfully authorised and confirmed.
7. Delivery (United Kingdom Only)
Pillow Lane ships exclusively within the United Kingdom.
Delivery is offered free of charge, with no minimum order value required.
Estimated delivery times, as indicated on product pages, are as follows:
– Order preparation and dispatch: 2 to 3 business days
– Shipping time: 5 to 8 business days
The overall estimated delivery timeframe is therefore 7 to 11 business days.
Depending on the contents of the order, items may be shipped separately in more than one parcel.
8. Parcel Shown as Delivered but Not Received
If tracking shows a parcel as delivered but the customer has not received it, the customer should first:
– check with neighbours, reception staff, or any designated safe place
– contact the delivery carrier using the tracking details provided
If the carrier confirms that the parcel has been lost and the delivery address entered at checkout was correct, Pillow Lane will arrange either a replacement or a refund.
If the issue arises from an incorrect or incomplete address supplied by the customer, no refund or replacement will be due.
Any claim relating to non-receipt must be made no later than 45 days from the order date. After that point, the parcel will be deemed delivered.
9. Right to Withdraw, Returns, and Refused Deliveries
In accordance with applicable consumer protection legislation, customers have 14 days from the date of receipt of the product to exercise their right of withdrawal.
Returned items must be unused and sent back in their original condition.
Unless the return is due to an error attributable to Pillow Lane, return shipping costs remain the responsibility of the customer.
Where a parcel is refused without valid reason or not collected and is returned to sender, Pillow Lane reserves the right to deduct handling costs of up to 25% of the total order value.
Refunds are made within 14 days following receipt and inspection of the returned item, using the original payment method.
10. Damaged or Faulty Products
Any item received damaged must be reported as soon as reasonably possible, with supporting photos or videos.
Once the issue has been reviewed, Pillow Lane may offer, depending on the situation:
– a repair
– a replacement
– or a refund, where no other appropriate solution is available
Damage caused by misuse, accidental impact, incorrect installation, unauthorised alteration, or normal wear and tear is excluded from coverage.
11. Statutory Guarantees
Products sold through the website benefit from the legal guarantees provided under applicable UK consumer law.
Where a lack of conformity is established, Pillow Lane will first seek to resolve the matter through repair or replacement.
A refund will only be considered where repair or replacement is impossible or clearly disproportionate.
12. Liability
Pillow Lane shall not be liable for indirect loss, improper use of a product, or temporary interruptions affecting access to the website.
13. Personal Data
The personal information collected is used solely for order handling, delivery, and customer support purposes.
In accordance with the UK GDPR, customers may exercise their rights of access, correction, deletion, restriction, and portability by contacting support@pillow-lane.com
14. Consumer Complaints and Dispute Resolution
In the event of a dispute, customers are invited to contact Pillow Lane first in order to seek an amicable resolution.
Where legally applicable, consumers may also refer the matter to an alternative dispute resolution body or use the relevant online dispute resolution platform.
15. Governing Law and Jurisdiction
These Terms and Conditions of Sale are governed by French law.
Any dispute relating to their interpretation or execution shall fall within the jurisdiction of the competent French courts.
16. Changes to the Terms
Pillow Lane may update or amend these Terms and Conditions of Sale at any time.
The version applicable to an order is the one in force on the date the order is placed.
17. Contact
For any question concerning these Terms and Conditions of Sale, customers may contact:
support@pillow-lane.com