Terms of service
L’Officina General Store – Terms & Conditions
Welcome to our Terms & Conditions page. These Terms apply to the use of this website, social media channels (Instagram, Facebook, TikTok, Pinterest, and others), and all associated policies, including orders placed online or via telephone. By accessing the Website, placing an order, or interacting with us online, you agree to be legally bound by these Terms. Please read them carefully before placing any order.
Note: L’Officina General Store reserves the right to update, modify, or remove these Terms at any time. These Terms comply with UK and EU Distance Selling Regulations and do not affect your statutory rights.
1. Definitions
1.1. Website – the website located here or any subsequent URL that may replace it.
1.2. Buyer – the person, firm, or company who buys or agrees to buy Goods from the Seller.
1.3. Seller – L’Officina General Store.
1.4. Goods – the items purchased by the Buyer via the Website or social media channels.
1.5. Delivery Date – the estimated date the Goods will be delivered to the Buyer.
1.6. Contract – the legally binding agreement between the Buyer and Seller for sale and purchase of Goods.
1.7. Content – any text, photographs, pictures, videos, or designs on the Website or social media.
1.8. Party / Parties – refers to the Buyer and the Seller.
1.9. Personal Information – any sensitive data obtained from the Buyer.
1.10. Used Goods – items not newly produced, including Pre-Loved items.
1.11. Pre-Loved Goods – previously owned items showing signs of wear, disclosed in the item description.
2. General Terms
2.1. To place an order, the Buyer must be at least 18 years old.
2.2. Each order is treated as an offer from the Buyer to purchase subject to these Terms.
2.3. Governing Law & Jurisdiction: These Terms are governed by the laws of Italy, and disputes shall be subject to the exclusive jurisdiction of the courts of Lucca, Tuscany.
2.4. No term of this Contract is enforceable by anyone who is not a Party.
2.5. If any provision is found illegal, invalid, or unenforceable, the remainder remains in effect.
2.6. Failure to enforce a provision does not constitute a waiver of rights.
2.7. Waiver of a breach does not affect future rights.
2.8. Neither Party is liable for failure due to circumstances beyond reasonable control (force majeure).
2.9. If a force majeure event lasts more than 50 working days, the Buyer may terminate the Contract in writing.
2.10. Contract information will be securely stored; order information is confidential under our Privacy Policy.
3. Damage to Your Computer
3.1. The Seller endeavours to keep the Website free from viruses or defects but cannot guarantee this. Buyers must ensure proper equipment to use the Website. Except in cases of negligence by the Seller, the Seller is not liable for any damage or loss to computer equipment.
4. Website & Social Media Content
4.1. All content on the Website and social media platforms (Instagram, Facebook, TikTok, Pinterest, etc.) is the property of the Seller. Reproduction requires written consent.
4.2. Social media engagement must comply with these Terms and platform rules. The Seller may remove inappropriate content.
4.3. Promotions, contests, or campaigns on social media are subject to separate terms; participation constitutes acceptance.
5. Accuracy of Content
5.1. Product quantities and descriptions are set out in the Seller’s quotation and product pages.
5.2. The Seller may make changes that do not materially affect quality or performance.
5.3. Photos and videos are illustrative; actual products may vary.
5.4. Products are sold subject to their Product Specifications including delivery, warranties, and after-sales service.
5.5. Additional items in images are not included unless stated.
5.6. Dimensions, colours, weights, and capacities are approximate.
5.7. Prices may be adjusted for taxes, duties, or errors. The Buyer will be notified within 24 hours and may cancel.
5.8. Special offer prices may change; the Buyer pays the price at order processing.
6. Item Condition Classification
6.1. NEW – Newly produced, flawless items.
6.2. AS NEW – Practically unused items, with original labels or packaging (which may show signs of wear and age).
6.3. VERY GOOD – Pre-Loved items with minimal signs of use.
6.4. GOOD – Noticeable signs of use; fully described.
6.5. FAIR – Significant signs of use; sold as-is and non-returnable unless stated.
6.6. PRE-LOVED GOODS – Previously owned items; all known imperfections disclosed. Broken or unusable items are not sold.
7. Warranties and Liability
7.1. All Goods come with at least a 12-month Supplier warranty, except Used Goods, unless stated.
7.2. Liability arises only if:
7.2.1. The Buyer notifies the Seller within 72 hours of discovering a defect; and
7.2.2. The Seller has a reasonable opportunity to examine the Goods.
7.3. No liability for misuse, negligence, fair wear and tear, or unauthorised alterations.
7.4. Defective Goods will be repaired or replaced within 30 days of examination.
7.5. Compliance with clause 7.4 limits further liability.
8. Payment
8.1. Accepted: Visa, MasterCard, Delta, Electron, American Express, PayPal, Bank Transfer. Cash/cheques not accepted.
8.2. Underpaid orders must be settled within 72 hours or incur a 6% surcharge.
8.3. Overpayments refunded within 24 hours.
8.4. Invoice/confirmation errors corrected within 24 hours.
8.5. Interest-free credit is a separate contract with the finance provider.
9. Availability
9.1. Orders subject to acceptance and availability.
9.2. Delivery timelines are estimates.
9.3. Buyers may wait or cancel; cancellations are refunded.
10. Price
10.1. All prices do not include VAT Italy..
10.2. If an order cannot be accepted at the listed price, the Buyer will be notified via email.
11. Shipping & Delivery
1. Delivery Charges
1.1 Delivery charges depend on your location and the type of item(s) ordered.
1.2 All delivery charges are displayed at checkout. The team will contact the Buyer if clarification is needed.
2. Delivery
2.1 Items delivered to address provided at checkout.
2.2 Items considered delivered once they arrive.
2.3 Deliveries must be signed for by the Buyer or authorised person.
2.4 Delivery times are estimates; the Seller will assist if delays occur.
2.5 If a parcel is delayed/lost, the Seller requires up to 10 business days to locate and liaise before refunds.
2.6 Shipping is Monday to Friday, excluding Italian bank holidays.
3. Estimated Delivery Times
3.1 Europe: 2–5 working days
3.2 Rest of World (incl. North America): 3–10 working days
3.3 Pre-orders: shipped within 28 calendar days; in-stock items may ship first.
3.4 Delivery times provided by DHL, UPS, TNT, FedEx, and others (non-exclusive).
3.5 Seller not liable for delays outside its control.
4. Delivery Procedure
4.1 Standard deliveries: one person; large items may require two-person service.
4.2 Delivery personnel will not unwrap items or remove packaging.
4.3 Seller does not remove existing furniture or dispose of old items unless agreed.
4.4 Ownership passes on delivery and full payment; Buyer assumes risk.
4.5 Failure to accept delivery may incur charges.
4.6 For business addresses, any present person may accept delivery.
4.7 Buyer must unpack and inspect items in front of delivery personnel.
4.8 Items with differing availability dispatched together unless agreed.
4.9 Carrier may contact Buyer; failure to accept may incur additional costs.
4.10 Deliveries are scheduled by day, not time.
5. Customs, Duties & Taxes – Buyers Outside Europe
5.1 Customs duties, import taxes, VAT, and other charges not included.
5.2 Buyer responsible for compliance with local regulations.
5.3 Seller not responsible for customs clearance delays, charges, or penalties.
5.4 Costs from customs non-compliance are Buyer’s responsibility.
6. Free Delivery
6.1 Italy & Europe: orders above €150
6.2 Non-European countries (incl. North America): orders above €500
12. Returns & Refunds
1. Returns
1.1 You have 28 calendar days from receipt to request a return.
1.2 Once approved, return must be completed within 5 working days.
1.3 Failure to complete voids the return procedure.
1.4 To be eligible:
1.4.1 Be in the same condition as received
1.4.2 Unused, with tags attached
1.4.3 Original packaging
1.4.4 Include proof of purchase
1.5 Return shipping is the Buyer’s responsibility; free returns not offered.
1.6 Refund issued only once returned items are received.
2. Refunds
2.1 Once received and inspected, the Seller will notify the Buyer.
2.2 If approved, refunds issued to original payment method, minus:
2.2.1 Original shipping cost
2.2.2 Any additional shipping charges incurred by Seller
2.3 Refunds processed within 5 working days of approval.
3. Exchanges
3.1 Replacement items sent after return acceptance.
3.2 If items are damaged during shipping, Buyer may choose:
3.2.1 Replacement item at no cost
3.2.2 Store voucher
3.2.3 Full refund including all shipping fees
4. Exceptions – Non-Returnable / Non-Refundable
4.1 Non-returnable items:
4.1.1 Discounted/sale items
4.1.2 Fair Condition Pre-Loved items
4.1.3 Earrings and beauty items (hygiene/safety)
4.1.4 E-Gift Cards
4.2 All sales for non-returnable items are final.
5. Delivery Issues
5.1 Inspect upon receipt; contact Seller within 24 hours for:
5.1.1 Defective/damaged items
5.1.2 Wrong item delivered
5.1.3 Missing items
5.2 Failure to report within 24 hours may affect resolution.
5.3 Seller may request photographic evidence and original packaging for inspection.
5.4 Evidence required to initiate replacement, refund, or compensation.
13. Cancellation Rights
13.1 Contract cannot be cancelled for custom-built/made-to-order.
13.2 Buyer may cancel prior to delivery with written notice via email.
13.3 Distance Selling Regulations allow 28-day cancellation for eligible items.
13.4 Seller may cancel if listed price/quantity was an error.
13.5 Buyer cannot cancel after 28 days of possession.
13.6 Online dispute resolution via the European Commission ODR platform.
14. Model Cancellation Form
To: L’Officina General Store, Piazza Sant’Agostino 3, Lucca, 55100, Italy
Email: info@officinageneralstore.com
I/We () hereby give notice that I/We () cancel my/our () contract of sale of the following goods ()/for the supply of the following service (*),
Ordered on ()/received on (),
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if notified on paper),
Date
(*) Delete as appropriate.
15. Privacy & Cookies
Our Privacy Policy details how we collect, process, and protect your data. By using this Website or interacting on social media, you consent to this processing and warrant that your data is accurate and up to date.