Terms & Conditions

Our clever folks in Legal have brought together all our Terms and Conditions so that you have a clear overview of shopping with us. We have organised the information into bite-size chunks, so we say grab a cup of tea, scroll through and find the answers you need.

Please be sure to read, and make sure you understand, the Terms and Conditions prior to using the Platforms and placing an Order with Wlove. By using our Platforms (for example www.wlove.uk), you agree to be bound by the Terms and Conditions.

Definitions

The following definitions apply to these Terms and Conditions:

"EU" means a European Union member state, which, for the time being, not includes the UK.
"Non EU" means any other country that is not an EU member state.
"Order" means an online transaction made by you via the Platforms for one or more Products, to which these Terms and Conditions apply.
"Personal Information" means the details you provide to us when you use the Platforms, such as your name, e-mail address, billing address, delivery address, telephone number, Product selections, credit card or other payment information and a password.
"Platforms" means any digital way of accessing the Wlove store and includes the website located at www.wlove.uk, or any subsequent URL which may replace it.
"Product" shoes, clothes, accessories and other goods presented for sale on third-party sites, on our platform and in the list of recommended sites on our Platform at https://wlove.uk/en/where.
"Product Description" means the section displayed on the Platforms where certain Terms and Conditions in respect of the individual Product are provided, which shall include, but not be limited to, all details, prices (cost of the Product and delivery charges), photographic representations and descriptions of a Product. It shall also include, where appropriate, specific delivery dates and times, warranties, after-sales service and guarantees about that Product.
"Wlove Account means your personal customer account set up by you on the Platforms.
"Terms and Conditions" means these Terms and Conditions.
"We", "us" or "Wlove" means Kupertino Corporation LTD, a British retailer registered in the United Kingdom with the company number 15909533. Our registered office is located at Office 7, 35-37 Ludgate Hill, London, EC4M 7JN.
"UK" means, for the purposes of these Terms and Conditions, England, Wales, Scotland and Northern Ireland.
"Users" means the Users of the Platforms collectively.
"You" means a User of the Platforms.

Using the Platforms
1. By using our Platforms (for example www.wlove.uk), you agree to be bound by the Terms and Conditions.
2. The Platforms provided are solely for your personal use and should not be used for any commercial purposes. To place an Order on the Platforms you must be at least sixteen (16) years old, however we reserve the right to only accept an Order from those over eighteen (18) years old. We reserve the right to make changes to any part of these Terms and Conditions from time to time, so please ensure you check the latest version. We may modify or withdraw the Platforms (or any part of them) temporarily or permanently, and we shall not be liable to you or any third party for any modification to, or withdrawal of, the Platforms and you agree to use the Platforms on this basis. If you do not agree to any changes in these Terms and Conditions, we advise you to stop using the Platforms.
3. All text, graphics, photographs including all image rights, videos, logos, trademarks, artwork, sounds, music, user interfaces, visual interfaces and computer code (the "Content") belongs to Wlove (or is licensed to Wlove). This Content includes, but is not limited to, the design, structure, selection, coordination, expression, "look and feel" and arrangement of it. The Content is protected by copyright, trademark and other intellectual property rights and you are not permitted to copy, reproduce, republish, upload, post, publicly display, translate, transmit or distribute this Content in any way without Wlove' prior written permission.
4. You agree that any information you submit to the Platforms including Personal Information shall be true, accurate, current and complete. If you submit to the Platforms any communication, idea or materials which may attract copyright or other intellectual property rights you agree that this shall become Wlove' property. You agree that anything you submit shall not infringe any right of any third party, nor contain anything libelous or otherwise unlawful, abusive or obscene nor constitute an invasion of privacy. You agree that you are and shall be personally responsible for your use of the Platforms. If we determine that you are, or have been, engaged in activities which are unlawful, abusive, obscene or constitute an invasion of privacy, we may deny you access to the Platforms at any time.
5. While we endeavour to verify the accuracy of any information we place on the Platforms, we make no warranties (whether express or implied) in relation to its accuracy. The Platforms are provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Platforms, or any transaction that may be conducted on or through the Platforms, including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.
6. We make no warranty that the Platforms will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Platforms. We will not be responsible or liable to you for any loss of material uploaded or transmitted through the Platforms.
7. The Platforms may contain links to other websites or applications which are not operated by Wlove or information on services provided by third parties. When you activate or utilise any of these you will leave the Platforms and we have no control over, and will not accept any responsibility or liability in respect of the material on any website or application or any service provided by a third party which is not under our control.
Account, Personal Information and Security
1. By placing an Order you agree and understand that we may collect, use, store and process your Personal Information in accordance with our Privacy & Cookie policy. Wlove fully respects the privacy of individuals who access and use the Platforms. For details on the manner in which we use cookies, the type of information we collect, how and for what purpose, we use your information and under what circumstances we disclose information please see our Privacy & Cookie policy, which are incorporated into and form part of these Terms.
2. When you register for a Wlove Account, you agree that:
3. 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.
4. You are responsible for keeping your Wlove Account and Personal Information confidential. Please notify us immediately of any unauthorised use of your Wlove Account or Personal Information and, any breach of security or misuse, or suspected breach of security or misuse of such. Please ensure that you sign out from your Wlove Account at the end of each session if you use a shared computer. We will not be liable for any loss or damage arising from your failure to comply with this clause.
Our Products
1. We will take all reasonable care to ensure that all Product Descriptions are correct. We have made every effort to display as accurately as possible the appearances, colours, textures or finishes of our Products. What you see will depend on your computer equipment, screen or monitor and we are therefore unable to guarantee that a Product's images are an accurate representation of the actual merchandise. Please refer to our Returns Policy if you are unhappy with your Order.
2. All products are subject to availability at the point of purchase. Once a product is sold out, it will be taken off the website and may not be available again. If any products you order are out of stock, we will contact you so that you can cancel the whole or part of your order.
3. Substitutions will only be made with your prior consent. If a replacement product has a higher price, you will be liable to pay for the difference in price. If we are unable to contact you, we may cancel the whole order, or cancel the relevant parts and proceed with the transaction.
4. We cannot be held liable for any allergic reactions in relation to the use or consumption of products. For specific information about ingredients and allergies in any of our food products, please refer to the specific product page or contact our Customer Service team.
Prices, Payment and Charges
1. We take care to ensure products are priced correctly on our website, but occasionally pricing errors may occur. If we have made an error in the price of a product that you have ordered, our Customer Service team will contact you. You may have the option to reconfirm your order at the correct price (subject to availability), however Wlove is under no obligation to accept or fulfil an order for a product that was mistakenly advertised at an incorrect price.
2. Depending on your delivery address, different taxation rules and additional charges may apply. If you are shipping items internationally, you may need to pay import duties upon receipt of the products. We will notify you during the checkout process if import duties are included or if you need to pay them separately. If they are not included, we do not have any control over these charges and we cannot advise on their amount. You will be responsible for payment of any such import duties and taxes that are not included. Please contact your local Customs office for further information and a ‘landed cost estimate’ before placing your order.
3. If you are viewing the website from the UK, the product prices advertised are inclusive of UK VAT. Delivery costs are not included in the prices and will be charged in addition at checkout.
4. Any coupon, discount, offer or promotional discount (the “Promotion”) offered on the Platforms are non- transferable and valid only for use as part of a purchase made via the Platforms, unless otherwise stated and subject to availability. The Promotion cannot be used in conjunction with any other coupon, offer or promotional discount and it must be redeemed by the date published (if applicable and provided). Under no circumstances will we be able to honour incorrect promotions and discount codes offered by third parties who we are not affiliated with and/or have not agreed to run a Promotion with.
5. If you choose to pay for your Order using a payment card with a currency denominated account that is different from the currency you are paying in, your payment card will be charged in the payment currency at the foreign exchange rate applied by your relevant payment card provider or bank at the time of processing your Order. Your international payment card provider or bank will determine the foreign exchange rate and may add an additional processing or administration charge which you will be liable to pay.
6. By placing your Order and making an offer to buy a Product, you authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time and this may include verification checks involving your debit or credit card number or credit reports in order to authenticate your identity; to validate your credit card; to obtain an initial credit card authorisation; to protect you and us from fraud; and to enable us to arrange delivery of your Order to your nominated delivery address.
7. Some of the payment providers we work with may offer you an alternative payment service, such as payment by instalments. In relation to any such payment service, the terms and conditions governing such service are between you and the payment provider. Wlove shall not be held legally responsible for any such service provided by the payment provider. Please contact the payment provider directly should you have any queries on their service.
Product Restrictions
1. There may be instances where due to restrictions (legal or otherwise) or practices in relation to a Product, we are prevented from being able to deliver it to you (for example age- or country-restricted products such as alcohol). Wlove shall not be held liable in relation to any Product that we are unable to sell or deliver to you as a result of such restrictions. Please refer to the Product Description of your selected Product(s) to see if any restrictions apply. In the event that a restriction is enforced after you have placed your Order with us, we will do our utmost to notify you as soon as reasonably practicable.
2. If you place an Order for any Products which are age-restricted, you warrant that you meet the age requirement for that Product, for example over eighteen (18) years to place an Order for any alcohol product. It is an offence to buy or attempt to buy age-restricted Products if you are under age or to purchase such Products for someone else who is under age.
Order Process
1. Wlove takes all reasonable care, in so far as possible, to keep the details of your Order and payment secure, but in the absence of negligence on our part, we will not be liable for any loss you may suffer if a third party procures unauthorised access to any Personal Information you provide when accessing or placing an Order on the Platforms. For more information on how we use and protect your Personal Information, please refer to our Privacy & Cookie policy.
2. The technical steps to place your Order and create a contract of sale between you and Selfridges are, as follows:
  1. You place an Order on the Platforms by pressing the 'Order' button at the end of the checkout process. You will be guided through the process of placing an Order by a series of simple instructions on the Platforms.
  2. We will send you an email confirming your Order which will detail the Product(s) (including their Product Descriptions) that you have ordered. This email may also contain shipping details along with any additional requests for information necessary to process your order. This email does not constitute an acceptance of your Order by us and a contract does not exist between us at this point
  3. We will send you a final confirmation email to confirm that your order has been dispatched for delivery. This is confirmation and acceptance of your order. Should any of the items in your original order be unavailable, you will receive a refund for the amount of the unavailable item(s).
  4. Unless otherwise agreed, your order will be delivered within 30 days of confirmation of your order. Where we are unable to deliver your order within this period, we reserve the right to cancel your order.
3. Your Order is subject to English law. Your Order will be complete and the Product(s) in your Order will be owned by you at the point the Product(s) are dispatched to your delivery location. Risk of loss or damage to the Product(s) will pass to you on the date and time of delivery by us to your nominated address, safe place, neighbour or as specified by you to our delivery partner. The Products are your responsibility from the time the delivery is made to the address or safe place you gave to us.
4. We shall be entitled to supply Products ordered as part of one Order separately. This may mean that Products are dispatched separately. There may be certain circumstances where we can supply only part of an Order.
5. If you are viewing the website from the UK, the product prices advertised are inclusive of UK VAT. Delivery costs are not included in the prices and will be charged in addition at checkout.
6. Non-acceptance of your Order (or parts of your Order) may be due to any one or more of the following non-exhaustive reasons:
  1. A Product you ordered is out of stock;
  2. We are unable to obtain authorisation for your payment;
  3. We have identified an error with a Product Description, including but not limited to a pricing error;
  4. You do not meet the eligibility requirements as specified in these Terms and Conditions;
  5. There is a system or procurement failure;
  6. You fail our customer validation checks;
  7. There are restrictions (legal or otherwise) or practices in relation to a Product which prevent us from being able to sell or deliver it to you;
7. We reserve the right to cancel your Order even after we have accepted it, for any of the reasons listed in Clause 6.6 of these Terms and Conditions.
8. We reserve the right to cancel your Order if we suspect that your Order may be in contravention of any applicable law, including but not limited to any international sanctions in place. By placing an Order on the Platform, You hereby confirm and warrant that You: (i) will not export or otherwise transport any Goods to Russia; (ii) will not make the Goods available for use in Russia; and/ or (iii) are not a person connected with Russia (being a person located in Russia, ordinarily resident in Russia or an association of any such person).
Delivery
1. Our delivery options vary by shipping destination, product and service.
2. Deliveries will be carried out by third-party couriers. By placing an order on the website, you agree to the conditions of carriage of our delivery partners.
3. The estimated delivery date of the products will be stated in your order confirmation email. If you do not receive an estimated delivery date from us, we will deliver the order within 30 days after the date of dispatch. We will try to ensure that your order is delivered by the estimated delivery date; however, there may be circumstances where delivery is delayed because of events beyond our reasonable control. If this happens, we will try and arrange for your products to be delivered as soon as possible; however, we will not be liable for any losses caused as a result of such delay. Please note: there may be occasional delays with delivery due to busier periods.
4. In certain circumstances, our delivery partner may offer alternative delivery options, including provides the following options: signature release – opting out of the requirement to provide a signature on delivery; and/or leave with neighbour – redirecting the delivery to a neighbour (‘On Demand Delivery Service’). By selecting to receive your order via one of these options the On Demand Delivery Service, you acknowledge and agree that we are neither responsible or liable for any loss or damage that may result from this service.
5. For some orders, products may require proof of ID upon delivery.
6. Please note: we are unable to deliver certain products outside of the UK (such as alcohol, beauty and fragrance, wood products, and perishable items). These restrictions are subject to change dependent on a number of factors, including local import restrictions. Please note: information on delivery restrictions is also shown on individual product pages. We can only deliver to one shipping address per order, including hamper orders.
7. You must provide us with complete and accurate delivery address information. For the avoidance of doubt, this includes not only the address that your Order is going to, but also the name of its recipient. We will not be liable for the delivery of your Order as a result of you supplying us with incomplete or inaccurate information. Parcels may require a signature on delivery.
8. Please note, if you choose to use any of our delivery partners’ personalised services (including but not limited to having your parcel delivered to a neighbour or left in a safe place), Wlove shall not be held liable for any items which are lost, damaged or delayed.
9. You may select the international delivery option at the end of the checkout process, and by specifying a delivery address outside of the UK. We will notify you of the international delivery charge(s) applicable to your Order at checkout and the amount will be added to the total amount of your Order. Delivery lead times of your Order to an international address will vary according to its destination.
10. Depending on your delivery address, different taxation rules and additional charges may apply. If you are shipping items internationally, you may need to pay import duties upon receipt of the products. We will notify you during the check-out process if import duties are included. Unfortunately, we have no control over these charges and we cannot advise on their amount. The payment of any such import duties or taxes is your responsibility. Before placing your order, please contact your local Customs office for further information and a ‘landed cost estimate’. Wlove is not responsible for items confiscated or delayed by local Customs authorities.
11. For US customers, we do not collect sales or use tax in all states. Your purchase may be subject to sales or use tax, unless your state is exempt from taxation. Many states require a sales/use tax return filing at the end of the year for taxable purchases that were not taxed (including internet purchases) and payment of use tax on those purchases. For more details, please contact your local customs office/respective tax authority.
12. It is your responsibility to comply with all requirements imposed by the local Customs authority in relation to your order. This may include the provision of identification information in order to receive your order. Before placing an order, we recommend that you make yourself aware of local import duties or other requirements. We will not be liable or responsible if you breach any such laws.
13. Certain countries may also require other certification or information for your order to be delivered, which may delay your delivery (by approximately seven days on top of the destination’s standard delivery time). Please note: if we are unable to obtain the relevant documentation required for your delivery, we may need to cancel your order.
Brand Partners
1. When you purchase any products from any of the brands using other website, different from Wlove, you are purchasing them directly from the brand who acts as an independent third-party retailer ("Brand Partner(s)"). It is important that you understand that the contract for the purchase of those products is between you and the relevant Brand Partner. Notwithstanding the foregoing, the shipping of any products bought from the brand will be governed by the remainder of these Terms and Conditions.
2. By completing the check-out process and placing an order by clicking the "Order" button on the checkout page, you are offering to purchase the products from the relevant Brand Partner (and not directly from us). As with all other orders placed on the website, when you place an order, we will send you an acknowledgement email to let you know that we have received your order. This is not an order confirmation or acceptance. We will send you a separate confirmation email to confirm that your order has been dispatched for delivery.
Return
1. We offer a full refund (excluding delivery costs) on any items returned to us within 14 days of the delivery date. We will process your refund as soon as possible, but please note that, depending on your bank/card issuer, it may take up to 10 working days for your refund to appear in your account.If you wish to return any products delivered by any Brand Partner, please see section 8 (Brand Partners) for further information.
2. Depending on where you live, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or equivalent consumer legislation in the EU. You are entitled to cancel your order within 14 days of receipt. Please note: your right to cancel does not apply to products listed in Non-Returnable Products.
3. To exercise your right to cancel your order pursuant to the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulation 2013, please contact our Customer Service team. Please ensure that you state clearly that you wish to cancel, providing your order number, your contact details and details of the products you wish to cancel.
4. Once the products are returned to us, you will receive a refund, including the standard delivery costs, in relation to the goods to which your cancellation rights apply. You will be liable to arrange and cover the full cost of returning the order to us.
5. If an order has already been dispatched for delivery, please wait until you have received your order before exercising your return rights.
6. All items are inspected upon return. If through your handling the products have decreased in value, we may deduct the amount of such loss from the amount reimbursed to you. We will make the reimbursement no later than 14 days after the day we receive from you any goods supplied.
7. While we offer free returns for all orders, the original delivery cost won’t be included in your refund. Please note: if you return an item, the taxes and import duties will be refunded to you if they were originally included in the purchase price. If they were not included, you will be responsible for reclaiming duty directly from your local Customs office.
8. Non-Returnable Products
  The following products cannot be returned:
  1. Products that are personalised, bespoke, altered or otherwise made to your specification
  2. Perishable goods (including food and beverages, and some hampers)
  3. Beauty products, fragrances and pharmaceutical products
  4. Certain accessories (hosiery and pierced earrings)
  5. Underwear, nightwear and swimwear, unless the protective adhesive strip is still in place and the item is in a saleable condition
  6. Mattresses, divans (where they come as part of a set with a mattress), duvets, mattress toppers/protectors or pillows
  7. Furniture items (see furniture terms and conditions, which can be found here)
  8. Pharmaceutical products
  9. Any other products designated as non-refundable at the time of purchase
  10. Fur items and exotic skins
  11. Limited-edition items
  12. Eveningwear
  13. Millinery, scarves, and hair accessories
  14. Certain homewares
  Refunds and exchanges will not be permitted for purchases made in-store on Sale purchases after the last day of the applicable Sale.
9. If a promotional discount applied to your Order originally, then the same discount will be applied to each Product of your Order that you return. This means that you will only be refunded the amount that you originally paid for your Order or any given Product. Further, any free promotional gift given with an Order must also be returned if you are returning the Product(s) to which the gift related. When returning discounted products online, the usual 14-day returns policy applies. tems purchased in one of our stores at a reduced price for sale or clearance can only be returned within 14 days for an exchange or gift card. Sale items are not eligible for a full refund.
10. We monitor the number of returns made by customers, and repeated returns will be flagged and may, at our discretion, lead to the closure of your Wlove Account.
11. If the fulfilment of an Order (or any aspect of it) would be illegal or unlawful, including by reason of breach of export controls or sanctions rules, or you fail any of our fraud detection or anti money laundering detection checks, Wlove has the right to stop or cease to fulfil the Order (or part thereof) at any time and shall incur no liability in such circumstances.
12. You have certain rights as a customer, including legal rights relating to faulty or misdescribed goods. For further information about your legal rights in the United Kingdom, contact your local authority Trading Standards Department or Citizen's Advice Bureau. Nothing in these Terms and Conditions will affect these legal rights and, in particular, we will perform our obligations under these Terms and Conditions with reasonable care and skill.
13. Any Orders delivered to you will be of satisfactory quality. However, if we deliver an Order that is not of satisfactory quality, you can:
  1. contact us for a full refund within thirty (30) days of delivery; or
  2. contact us for a repair or replacement.
14. We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms and Conditions for any direct, special, incidental, indirect or consequential damages including loss of profit, loss of opportunity or any losses related to any business including (without limitation) lost data, earnings or business interruption that result from the use of, or the inability to use, the material or Content on the Platforms, a Product, or the conduct of other Users of the Platforms, even if Wlove has been advised of the possibility of such damages.
15. You agree to fully indemnify, defend and hold harmless Wlove, our agents, officers, directors, employees and suppliers, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of these Terms and Conditions by you or any other liabilities arising out of your use of the Platforms, or the use by any other person accessing the Platforms using your Wlove Account and/or your Personal Information.
16. Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our agents or employees.
General
1. We may change these Terms and Conditions at any time. If any clause of these Terms and Conditions shall be deemed unlawful, void or for any reason unenforceable, then that clause shall be deemed severable from the Terms and Conditions and shall not affect the validity and enforceability of the remainder of these Terms and Conditions which shall continue to have full force and effect.
2. We will not be responsible to you for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control.
3. If you breach these Terms and Conditions and we take no action we will still be entitled to use our rights and remedies in other situations where you are in breach. No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any clause of these Terms and Conditions.
4. The Platforms may only be used for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Platforms and any transactions conducted on or through the Platforms. These Terms and Conditions are governed by English law and are subject to the exclusive jurisdiction of the English courts.
5. The provisions of the Contracts (Rights of Third Parties) Act 1999 are expressly excluded from these Terms Conditions such that no third party may claim any rights under these Terms and Conditions.
6. Applicable laws require that some of the information or communications we send to you should be in writing. When using the Platforms, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on the Platforms. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.
7. These Terms and Conditions govern our relationship with you and supersede any and all preceding and contemporaneous agreements between you and Wlove. Any waiver of any provision of the Terms and Conditions will only be effective if in writing and signed by a Director of Wlove. You confirm that, in agreeing to accept the Terms and Conditions, you have not relied on any representation save insofar as the same has expressly been made a clause of these Terms and Conditions and you agree that you shall have no remedy in respect of any representation. Your statutory tights are not affected by these Terms and Conditions.
8. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
9. These Terms and Conditions were last updated on 06 April 2024.
Comments and Complaints Procedure
1. Please contact us if you have any comments or complaints by contacting our Customer Services team. We will always endeavour to resolve any dispute as swiftly as possible.
2. Unresolved disputes are handled by an independent body. Alternative dispute resolution (ADR) is a process where the independent body considers the facts of a dispute and produces a written determination which is binding on Harrods, meaning that you do not need to go to court. The ADR scheme is free for consumers to use. If you are not happy with how we have handled any complaint, you may want to contact the Government approved ADR provider we use. You can submit a complaint to RetailADR by visiting https://support.cdrl.org.uk/ and completing the online support form. You may also submit your complaint in writing (at RetailADR, 12–14 Walker Avenue, Wolverton Mill, Milton Keynes MK12 5TW). For further information, please visit the RetailADR website at https://www.cdrl.org.uk/retail-adr/

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