Terms & Conditions
Elite Hound Ltd also offers a unique and bespoke service creating items to your customer specification. Please allow a little extra time for us to create your piece by hand, and ship it to you.
Elite Hound Ltd aims to dispatch items in stock for your order within 48 hours of receipt of payment details – excluding weekends, bank holidays and public holidays. This is subject to credit clearance and availability of stock. Most of our products are limited additions and made to order. Please allow extra time for production usually 3 working days. We will contact you with the delivery date information. Please contact us on firstname.lastname@example.org for more information on our bespoke service.
Your parcel is sent via “Royal Mail Signed For™ 1st Class” or “International Tracked & Signed” unless noted otherwise. Notify the seller prior to making the purchase, if priority mail is preferred.
If the shipping address is different from the address provided through PayPal, please contact the seller prior to payment. If the PayPal addresses are different, and no special instruction has been provided, Elite Hound will send the order to the address provided through our web page.
Worldnet International Couriers will be used for deliveries going to the Ukraine and Russia. As soon as your order has left our studio you will receive a dispatch confirmation with the tracking number (Air Waybill) from the corresponding delivery company, together with details on how to track your order. Please note that these services might not be available during the festive and pre-festive days. Also note that the estimated delivery times are to be used as a guide only, and Elite Hound Ltd is not responsible for any delays caused by destination customs clearance processes.
Currently we pack all orders into a luxury present box with golden Elite hound logo. If you're purchasing an Elite House item as a gift, special hand written note can be included at no extra cost. Please contact email@example.com to inform us of the occasion, shipping address, and personal message to be included in the package.
For shipment cost information please see below:
Geographic location Price Duration
United Kingdom – confirmed mail £5.00 1 working day
Europe - confirmed mail £9.00 Up to 5 working days
North & South America - confirmed mail £10.00 Up to 7 working days
Rest of the World - confirmed mail £20.00 Up to 10 working days
If you are not completely satisfied with your purchase, we're sorry to hear that, however, simply return the item to us in its original unused condition within 28 days of receipt. Please send the item registered or recorded post to the full value, as we can only refund products that are returned safely to us.
Returned items should be unused and unworn (if applicable) and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will also be happy to exchange the item.
Goods will only be accepted for return if they are returned within 14 days of delivery, unless we have agreed and notified you otherwise.
The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you return the item using a delivery service that insures you for the value of the goods and provides appropriate tracking.
The cost of returning the item to us is your responsibility. Delivery charges are only refundable where goods are faulty.
Please also note we will refund an item if it is faulty, after a thorough check of the item. Please contact us and advise us of the fault prior to returning it so we can provide a returns authorisation code. Please allow 10 working days for a refund to be processed.
Return address: “GreyHeart” Limehouse marina The Harbourmaster’s office 46 Goodhart Place Limehouse W14 8EG London United Kingdom
On bespoke orders Elite Hound retains a non-refundable 50% of the final price of your order to cover the ordering of raw materials and production time.
For Bespoke orders the deposit is charged once the client has agreed to go ahead with an order either during an appointment in the studio or via a telephone or email confirmation.
Please note that for orders placed within the studio and/or Bespoke Services the Distance Selling Regulations do not apply.
Return address for refunds and exchanges:
Katarina Archer, GreyHeart, Limehouse marina, The Harbourmaster's Office, 46 Goodhart Place, Limehouse, United Kingdom
TERMS & CONDITIONS
The supplier is Elite Hound Ltd our address is:
“GreyHeart” Limehouse marina The Harbourmaster’s office 46 Goodhart Place Limehouse W14 8EG London United Kingdom
PLACING AN ORDER
Acceptance of your offer
Once you have made your choice and your order has been placed, you will receive an e-mail acknowledging the details of your order. This e-mail is NOT an acceptance of your order, just an acknowledgement that we have received it. Unless you cancel your order, acceptance of your order and completion of the contract between you and Elite Hound Ltd will be completed when we e-mail you to confirm the goods have been dispatched. For the avoidance of doubt, the contract has been concluded in London, in the English language and is therefore governed by English law.
We reserve the right not to accept your order in the event that we do not obtain authorization for payment; that shipping restrictions apply to a particular item; or that the item ordered is out of stock.
We may refuse to process and therefore accept a transaction for any reason, or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from the website at any time, whether or not that particular product has been sold out.
Eligibility to purchase
In order to make purchases through the website, you are requested to provide your personal details. Customers must provide their real name, billing address, shipping address, phone number, e-mail address and other requested information as indicated. Furthermore, when ordering items, you will be required to provide your payment details, and you represent and warrant that the payment details you provide on ordering are both valid and correct. Our site is only available for use to individuals who meet our terms of eligibility and who have been issued with a valid debit/credit card by a bank acceptable to Elite Hound and whose applications are acceptable to Elite Hound. Elite Hound reserves the right to refuse to ship multiple items to any one customer or postal address.
By making an offer to purchase Elite Hound merchandise you expressly authorise us to perform credit checks and where we deem necessary, to request additional information from third parties in order to authenticate your identity and validate your credit/debit card details in order to process your order.
If you are shopping for the first time on www.elitehound.com your billing address must match your shipping or corporate address, as appears on the statement of your card. This is a security measure and only applies to your first purchase. Please note that checks will be carried out to ensure that your billing and shipping addresses match on your first purchase.
The prices on the product page are inclusive of VAT and shipping is visualized in the shopping cart on the checkout page.
All goods are shipped from the United Kingdom. Please note that your order may be subject to import duties and taxes over which we have no control as they are levied by your tax and customs office. As the customer and importer of the goods, you will be responsible for these charges. Import duties or tax costs will be invoiced to you directly from the appointed forwarder. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion. Elite Hound is not responsible for any delays on goods that have been held back as a result of procedures carried out by your local customs authorities.
Payment can be made by Visa, Visa Electron, Visa Debit, Visa Delta, MasterCard, American Express, Maestro debit cards, and via Paypal. Debit and credit card payments are processed via stripe, a credit card processor. For more information on, please refer to www.stripe.com/gb.
PayPal is an online payment processing company widely used on the Internet to facilitate sales transactions, including credit card payments. When you proceed with making your online purchase and you select PayPal as a method of payment you will be transferred to the PayPal site where your transaction will be processed. You do not need a PayPal account and there is no additional cost to you. For more information about PayPal, follow this link.
You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Elite Hound, we will not be liable for any delay or non-delivery.
Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Site.
Over the phone
For existing customers making repeat orders we offer the facility to place an order by calling us directly on +44 (0) 745 093 4113 and paying by debit/credit card or by emailing your order to firstname.lastname@example.org upon which you will be contacted for payment to be taken over the phone. Your will have to state all your personal, billing and shipping details for an invoice to be raised and payment processed over the phone. Please note that if you are a first time buyer, your billing address will need to match your shipping address for your order to be accepted.
By wire transfer to EliteHound.com
We also accept payment by electronic wire transfers. Should you wish to place an order and pay in this way please contact elitehound.com stating your order. An invoice will be raised on confirmation of the order listing our corresponding bank details for a transfer to be made. Goods will only be dispatched on receipt of the funds.
Promotion codes & debit notes
Promotion codes are non-transferrable and there are no cash alternatives. If provided, they must be redeemed by the date published. Credit notes are non-cash transferrable and must also be used within the allocated period either by emailing Elite Hound or by calling the studio directly on +44 (0) 745 093 4113 and specifying the product(s) you wish to redeem your credit on.
By placing an order with us you consent to your card/bank details being shared with our secure payment partners Sage Pay, American Express and Paypal so that your payment transaction is processed. Similarly you consent to your telephone number and shipping address being shared with UPS for UK deliveries and our nominate couriers Worldnet International and UPSfor fast track and/or international deliveries so that your order can be delivered, and you can be contacted by telephone on any matter regarding the status of your order(s). We accept no liability on behalf of our payment partners or couriers.
When you subscribe to our newsletter you are agreeing to us contacting you via e-mail with details on new products, collections, features, sample sales, special offers, contests, events of interest and promotions.
At all times, we will offer you the opportunity to unsubscribe out of any service or update to which you have subscribed, if you change your mind. Any e-mail we send you will contain an easy automated unsubscribe link so that you can opt-out of that particular service.
We collect information about site traffic, sales, wish lists and other commercial information which we do not pass onto third parties.
Finally, we may use your personal information for our internal marketing and demographic studies, together with non-personal data to monitor customer patterns so that we can consistently improve our site design to better meet our visitors’ needs.
Cookies are data files which are stored on your computer’s hard drive by your web browser, and are necessary in order for your movements to be tracked within websites. Cookies allow us to see the contents of your shopping cart, previous purchases and to deliver content specific to your interests.
Elite Hound do not advertise other brands/labels/organisations on our website, and therefore we do not have third party cookies.
For more information on cookies you can consult the information provided by the Interactive Advertising Bureau at www.allaboutcookies.org
The contents are the property of Elite Hound Ltd. Such content includes but is not limited to all photographs, images, illustrations, texts, video clips, drawings, logos, registered trademarks, graphics and other materials appearing on this Site. All rights are reserved worldwide. This Site is intended solely for private, personal and non-commercial use. You may download or re-produce information appearing on this Site solely for personal and non-commercial purposes. With the exception of personal and non-commercial use, you are prohibited from re-producing, publishing, transmitting, disseminating, displaying, erasing, deleting, adding to or modifying in any way whatsoever, creating derivative works from, selling or participating in the sales of any part of this Site. Any other use of the articles contained on this Site, including their reproduction for purposes other than your personal and non-commercial use, modification, dissemination or reproduction without Elite Hound’s prior written consent is strictly forbidden.
Elite Hound Ltd online boutique has endeavoured to display its products and colours as accurately as possible. We cannot guarantee that the colour you see on your monitor will be the exact match of the colour of the goods delivered. We undertake to provide as accurate and exact a service as possible; nevertheless, technical, factual and/or printing errors may occur. Elite Hound Ltd online boutique reserves the right to make changes and corrections to the website whenever necessary, without advance warning. Errors will be corrected where discovered and Elite Hound Ltd reserves the right to revoke any stated offer and to correct any (technical) errors, inaccuracies or omissions including after an order has been acknowledged and whether or not your credit card or Paypal account has been charged. If your card has been charged for a purchase and your order is cancelled, Elite Hound Ltd will issue a credit to your credit card account in the amount of the charge. Your bank policy will dictate when this amount is credited to your account. If your Paypal account has been charged for a purchase and your order is cancelled, Elite Hound Ltd will credit your Paypal account in the amount of the charge (less any applicable charges levied by Paypal according to your individual Terms and Conditions).
The Terms & Conditions together with all our policies and procedures are governed by British law and the relevant courts of the United Kingdom will have exclusive jurisdiction