Terms of service

These Terms of Service apply to purchases made through waverlen.com and your use of the Waverlen online store. The store is operated by ALDER PARLOR GROUP LTD, trading as Waverlen. Please read these terms before placing an order and keep a copy for your records. Nothing in these terms limits your statutory consumer rights.

About Waverlen

ALDER PARLOR GROUP LTD is a private company limited by shares, registered in England and Wales under company number 17383142. Our registered office is 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

For general enquiries, product concerns and returns, contact support@waverlen.com. For order corrections or cancellation requests before dispatch, contact orders@waverlen.com. Our support team operates Monday to Friday during UK business hours.

Our store is hosted on Shopify. Your purchase contract is with ALDER PARLOR GROUP LTD, rather than Shopify, our suppliers or our delivery carriers.

Scope of these terms

These terms cover purchases by consumers for personal use, with delivery within the United Kingdom, including Northern Ireland, the Highlands and UK islands. Availability for any additional destination must be expressly confirmed before an order is accepted.

When placing an order, you must be legally able to enter into the purchase contract and authorised to use the payment method provided. Please provide accurate information needed to process and deliver your order.

Product information

We aim to provide accurate descriptions, photographs, dimensions, colours and care information. Your product must match its description, be of satisfactory quality and be fit for its intended purpose, as required by law.

Screen settings and lighting may affect how colours appear. Any minor variation must remain consistent with the product description and does not excuse a material difference, defect or misleading representation.

Please review the product's stated dimensions, contents and care instructions before purchasing. Where a product is sold as a set, the product listing identifies the components included.

Placing an order and contract acceptance

You can review your basket, delivery information and total price before submitting your order. Submitting an order is an offer to purchase the selected products and includes an obligation to pay if we accept it.

An automated acknowledgement confirms that we have received your order. Unless it expressly states that your order has been accepted, an acknowledgement or payment notification alone does not constitute acceptance.

We accept your order when we send a dispatch confirmation, unless we expressly confirm acceptance earlier. At that point, a purchase contract is formed for the products accepted. If products are dispatched separately, acceptance may take place separately for each dispatch.

Before acceptance, we may be unable to fulfil an order because a product is unavailable, payment cannot be authorised, delivery cannot be arranged to the address provided, or there is a genuine pricing or listing error. We will explain the issue and refund any payment taken for products we cannot supply without undue delay.

We will not substitute a different product or increase an agreed price without your express agreement.

Prices and payment

Prices and payments are in pounds sterling, GBP (£). The total payable, including any applicable taxes and delivery charges, is shown before you submit your order. We do not add an undisclosed charge after purchase.

Payment is processed through Shopify Payments using the payment methods available at checkout. Your payment provider may apply its own terms or charges, such as currency conversion charges if your account uses another currency.

If we identify a genuine pricing error before accepting your order, we will contact you with the correct information or decline the affected order and refund any payment taken. You will not be required to accept a revised price. After acceptance, we will not change the contract price unilaterally.

Delivery charges, discounts and promotions

Standard delivery within the United Kingdom is free when the merchandise subtotal after discounts is £74 or more. Below £74, delivery is calculated at checkout and displayed before you place your order.

Promotional conditions, including eligible products, dates and any minimum spend, will be stated when the promotion is offered. Discounts apply as shown in your checkout total and cannot be combined unless the promotion permits it.

Sale and discounted products have the same statutory consumer rights as full-price products. Returning part of an order will not cause us to retrospectively add a delivery charge because the retained products fall below the free delivery threshold.

Dispatch and estimated delivery

Order processing normally takes 1–2 working days. Standard delivery is estimated to take a further 4–9 working days after processing. These periods are estimates unless we expressly agree a specific delivery deadline with you.

Working days exclude Saturdays, Sundays and relevant public holidays. Public holidays affecting dispatch or delivery may affect the estimate.

Products are imported and may be dispatched directly to you by our fulfilment partners outside the United Kingdom. Carrier selection depends on the available service for your order and destination. Where tracking is available, we will provide the relevant details.

For deliveries we accept within the United Kingdom, Waverlen is responsible for arranging any applicable import duties, import taxes and customs clearance charges. You should not be required to pay these in addition to the order total. If a carrier requests such a payment, contact support@waverlen.com so that we can resolve it.

Delayed, missing or damaged deliveries

If your order is delayed, appears lost or arrives damaged, contact support@waverlen.com. We remain responsible for resolving delivery issues involving carriers we arrange. You will not be required to pursue our supplier or carrier yourself.

Unless we agree otherwise, goods must be delivered without undue delay and within 30 days after the contract is formed. If we miss an agreed delivery deadline or the applicable legal deadline, you may ask us to deliver within an additional period appropriate to the circumstances. If we fail to do so, you may cancel the affected purchase and receive a refund.

You may cancel without allowing an additional delivery period where the law permits, including where we refuse to deliver or where an essential delivery deadline was agreed or made clear before the contract was formed.

The goods remain at our risk until they come into your physical possession or that of a person you identify to receive them, other than the carrier. Different statutory rules may apply if you independently commission a carrier that we did not offer.

Please check your delivery address before ordering and contact us promptly if it needs correcting. If an address error you supplied causes an additional delivery cost, we will explain any reasonable proposed charge and seek your agreement before arranging a chargeable redelivery. We do not apply an automatic penalty.

Changing or cancelling an order

To request a correction or cancellation before dispatch, email orders@waverlen.com as soon as possible. We will try to make requested corrections, but changes may no longer be possible once fulfilment has begun.

An inability to stop dispatch does not remove your statutory cancellation right. You may notify us that you wish to cancel before delivery or within 14 days starting the day after receipt. For goods from a single order delivered separately, the cancellation period starts the day after receipt of the last item.

A clear cancellation notice is sufficient; you do not need our approval or have to give a reason. After notifying us, send the goods back without undue delay and within a further 14 days.

Change-of-mind returns

Waverlen provides a prepaid return label at no cost for change-of-mind returns notified within the statutory cancellation period. Contact support@waverlen.com for the label and return destination. Use the address supplied by our support team; our registered office is not automatically the designated return destination.

You may open packaging and inspect towels as you reasonably could in a shop. We do not automatically exclude opened towels for hygiene reasons or require intact original packaging as a condition of exercising your statutory rights.

We do not offer a use-and-wash satisfaction trial. Where handling beyond reasonable inspection causes an actual reduction in value, we may make a proportionate deduction permitted by law. Any deduction will be assessed individually and explained. We do not charge restocking or cancellation fees.

For a change-of-mind return, a set sold as one product must be returned with all its components. We do not offer direct size or colour exchanges or separate component exchanges. You may return the purchase under the applicable rules and place a new order.

These conditions do not restrict your remedies where a product or a component of a set is faulty, damaged, incorrect or not as described.

Refunds

For a statutory change-of-mind cancellation, we refund the amount paid for the returned goods, subject only to lawful deductions. If the entire order is cancelled, we also refund the standard outbound delivery charge paid. If you selected a more expensive delivery service, the delivery refund is limited to the least expensive standard option available for that order.

For partial change-of-mind returns, a delivery charge that would have applied equally to the products you keep is not refunded. Any delivery amount attributable solely to the cancelled products will be refunded. Product refunds reflect the price actually paid, including the discount allocated to those products.

Where goods have been delivered, we issue the cancellation refund without undue delay and within 14 days after receiving the returned goods or evidence that you sent them back, whichever is earlier. We may withhold reimbursement until one of those events occurs, unless we offered to collect the goods.

If you cancel before dispatch and no goods need to be returned, we refund you without undue delay and within 14 days of your cancellation notice.

Refunds use the original payment method unless you expressly agree otherwise. We do not charge a refund fee or require you to accept store credit.

Faulty goods and manufacturing defect cover

If goods are faulty, damaged on arrival, incorrect or not as described, contact support@waverlen.com. We may request reasonable evidence of purchase and the problem, or arrange an inspection at our expense. An unboxing video is not required.

Your statutory rights normally include a 30-day short-term right to reject goods that fail to meet legal requirements. After this period, repair or replacement will normally be the initial remedy, subject to the applicable rules. If that remedy is unavailable, unsuccessful or not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or rejection for a refund.

We cover necessary return costs for valid claims concerning faulty, damaged, incorrect or misdescribed goods. A statutory refund following rejection will be made without undue delay and within 14 days of our agreement that you are entitled to it.

Our 60-day manufacturing defect cover runs from receipt and includes the first 14 days. It concerns manufacturing defects, rather than returns for any reason. Claims are assessed and resolved in accordance with your statutory rights and the circumstances. This period does not limit the duration of your legal rights or provide a separate right to choose any remedy.

Damage caused by misuse, accidents, alterations or failure to follow supplied care instructions, and ordinary wear and tear, are not manufacturing defects. Using or washing a towel does not, by itself, invalidate a genuine defect claim.

Responsible use of the website

You must not use the website to commit fraud, submit knowingly false information, obtain unauthorised access, introduce malicious software or deliberately interfere with the store's operation.

We may take proportionate steps to protect the store against reasonably suspected fraud or unlawful activity, including requesting relevant verification or declining an order before acceptance. Such action does not remove rights arising from an accepted purchase or permit us to retain money without a lawful basis.

We will not reject a genuine statutory claim merely because a customer has previously requested returns or refunds.

Website content and intellectual property

The Waverlen name, branding, product photographs, text and other store content are owned by us or used with permission. You may browse the store and keep copies reasonably needed for personal shopping, purchase records and exercising your rights.

You must not reproduce or commercially exploit protected content without permission, except where permitted by law. Nothing in this section restricts lawful reviews, complaints or use of evidence relating to a purchase.

Personal information

We process personal information to operate the store, fulfil orders, provide support and carry out other lawful activities described in our Privacy Policy. Marketing and optional tracking are subject to the applicable legal requirements and your choices.

Agreeing to these terms or placing an order does not, by itself, constitute consent to promotional emails or optional advertising tracking.

Our responsibility to you

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. Loss or damage is foreseeable where it is an obvious consequence or was contemplated by both parties when the contract was made.

We supply products under these terms for personal and domestic use. We do not accept liability for business losses arising from commercial use, such as loss of business profits or business opportunity, to the extent that such an exclusion is lawful.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, defective products where liability cannot lawfully be excluded, or any other responsibility that the law does not allow us to exclude or limit. Your statutory rights concerning goods remain unaffected.

Events affecting fulfilment

If an event outside our reasonable control affects fulfilment, we will contact you where reasonably possible, explain the impact and take reasonable steps to reduce the delay.

Such an event does not automatically remove our obligations, make you responsible for undelivered goods or prevent cancellation and reimbursement where you are entitled to them by law.

Complaints

If you are dissatisfied with a product or our service, email support@waverlen.com with your order details and the outcome you are seeking. We will investigate and explain our response.

If we cannot resolve a complaint through our internal process, we will provide any information about alternative dispute resolution that we are legally required to provide. These terms do not require you to use arbitration or prevent you from bringing a claim in a competent court.

Governing law and courts

These terms are governed by the law of England and Wales. This does not deprive you of mandatory consumer protections available under the law applicable where you live.

The courts of England and Wales may hear disputes concerning these terms. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom where you live. Nothing in these terms requires you to bring a consumer claim exclusively in London.

Changes to these terms

We may update these terms for future purchases. The version available when you place your order applies to that purchase, subject to any mandatory legal requirements. We will not retrospectively change an accepted order's terms without your agreement, unless a change is required by law.

If a provision is found to be unlawful or unenforceable, the remaining provisions continue to apply to the extent permitted by law. Any unenforceable provision will not be used to restrict your statutory rights.

Optional cancellation notice

You may cancel by sending any clear statement to support@waverlen.com. You may use this wording, but it is not compulsory: “To ALDER PARLOR GROUP LTD, trading as Waverlen, at support@waverlen.com, registered office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. I hereby give notice that I cancel my contract for the following goods: [goods]. Ordered on: [date]. Received on: [date]. Consumer's name: [name]. Consumer's address: [address]. Date: [date].” If sent on paper, please also sign the notice.