Terms & Conditions
Terms & Conditions
Ondine’s website (the “Site”) and related services are made available to you in accordance with the following Terms and Conditions (""T&C"").
Ondine is a brand name of Marie Guerlain Limited, a company registered in England and Wales under registration number 08387840. Our registered address is 19 Portland Place, London, W1B 1 PX, United Kingdom. Our VAT number is GB 182 2734 08.
Details of our T&C may be updated without notice. If you cannot find answers to your queries in the T&C or unclear on any aspects of buying from Ondine.com please contact us via our Contact Us section.
Purchasing from ondine.com
In order to make purchases on the Site you will be required to provide some personal details. Including your real name, phone number, e-mail address, payment details, and delivery address for example.
By making an offer to purchase merchandise you expressly authorise us to perform credit checks and where Ondine feels necessary, to transmit or to obtain information (including any updated information) about you to or from third parties, including but not limited to your credit/debit card number or credit reports (including credit reports for your spouse if you reside in a community property jurisdiction), to authenticate your identity, to validate your credit/debit card, to obtain an initial credit/debit card authorisation and to authorise individual purchase transactions.
Furthermore, you agree that we may use Personal Information provided by you in order to conduct appropriate anti-fraud checks. Personal Information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.
All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers until your transaction has been fully completed. Records of your transactions will be stored buy Ondine.com for internal use only.
Prices shown on the site are in GBP and are inclusive of VAT at the applicable UK rate.
Whilst we can ship worldwide, Ondine.com will only be able to charge you the items purchased and delivery cost. Depending on your country of delivery, import duty and/or Tax duty may be applicable to you. We recommend you contact your local customs authority to determine a landed cost price prior to completing your orders for delivery outside of the UK.
If you are a customer whose credit/debit card is not denominated in £ Sterling, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
Acceptance of your order
Once you have placed your order, you will receive an email acknowledging the details of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it.
Unless you cancel your order, acceptance of your order and completion of the contract between you and Ondine will be completed when we email you to confirm the goods have been dispatched. The sale contract between you and Ondine is concluded in London, England and the language of the contract is English.
We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorization for payment, or that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn. Or that we suspect fraudulent order being placed on the Site.
We may also 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 merchandise from the Site whether or not that merchandise has been sold, removing, screening or editing any materials or content on the Site, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.
Whilst every effort is made to make sure details on our website are accurate, we may from time to time discover an error in the pricing of products. If we discover an error in the pricing of a product in your order, we will let you know as soon as possible. We shall be under no obligation to accept or fulfil an order for a product that was advertised at an incorrect price and reserve the right to cancel such an order that has been accepted or is in transit. If you order a product that is priced incorrectly for any reason, we will email or telephone you to inform you that we have not accepted your order and/or that the relevant part of your order has been cancelled. If you have already paid for the goods, we shall refund the full amount as soon as we are able. In the event that products are recalled in transit, we will process your refund once the products have been returned to us.
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 authorise payment to Ondine, we will not be liable for any delay or non-delivery.
We take great care to make our Site secure. All credit/debit card transactions on this site are processed via a very reputable payment gateway partner. If you are a registered Ondine user, we will securely store your credit/debit card details on our systems. These details will be fully encrypted and only used to process card transactions which you have initiated. (read more about the security we have in place in the Privacy and Cookies section)
Furthermore, we take great 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.
Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided.
Insurance and delivery
You will own the goods on and from the later of the point in time when: (a) we receive payment in full, or (b) we deliver the goods to you.
Ondine insures each purchase during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Ondine, and transfer of responsibility in the same way. The goods are your responsibility from the time we deliver them to the address you gave us.
On occasion, our courier provider may refuse to deliver your order if they are of the opinion that the shipping address is considered to be unsafe. If that is the case, we will contact you directly.
Please note that we aim to dispatch all verified orders (subject to no payment issues, no stock issues, no sign of being a fraudulent order) within 24 hours, or 48 hours during weekends and national holidays. Delivery times appearing on the site are estimates and are to be used as a guide only and commence from the date of dispatch. Ondine is not responsible for any delays caused by destination customs clearance processes.
If delivery is delayed by any event outside of our control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and we will give you a refund for any goods you have paid for but not received.
See our delivery charges in the SHIPPING section.
Cancellation, returns and refunds
You have the right to cancel your order from the date we email you your order confirmation, to upto 14 days after receiving your purchase without giving any reason. After this date, the cancellation period will expire.
To exercise the right to cancel, you must inform us by writing (reference: Notice of Contract Cancellation) to: Marie Guerlain Limited, 19 Portland Place, London W1B 1PX, UK, or by email in our Contact us section.
Unless the goods have been damaged by you, we will issue you with a full refund including the initial order shipping cost paid by you. You will have to bear the cost of returning the goods to us. We will provide an address for this at time of communication.
We will make reimbursement without undue delay, and not later than: 14 days after the day we receive back from you all ordered goods. We will make reimbursement using the same means of payment as you used for the initial transaction.
Returns and refunds
Returns and Refunds are accepted for items that are faulty if they are received damaged or where exists a manufacturing fault. Exception is when the damage is a result of mis-handling or mis-use by the purchaser upon receipt of the goods.
If your item is faulty when you receive it, you can return it for a refund, via the Contact Us section, and we will let you know how to return the faulty goods to us within 30 days of the day you received them.
If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. Exceptions will apply to Special Edition items where a replacement may not be available, in which case a suitable alternative may be offered or a refund (refunds are always to the value of which when the item was purchased).
For the original buyer of the Ondine cookware, our products are guaranteed to be free from defects in material, construction and craftsmanship. Any after sale product defect queries will be examined by our manufacturers, and any defects deemed compliant within our warranty will be repaired or replaced without charge. This does not include damages caused by accidents, or from any mis-use of the cookware away from their intended purpose, including any tampering, or physical alterations to the whole or any parts of the cookware.
Read how to care for your cookware in the CARE section.
Intellectual property rights
Your use of the Ondine.com Site and its Contents grants no rights to you in relation to any copyright, designs, trademarks and all other intellectual property and material rights relating to the Contents (defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text on this Site). All such Content including third party trademarks, designs, and related intellectual property rights mentioned or displayed on this Site are protected by national intellectual property and other laws and international treaty provisions. Any reproduction or redistribution of the above listed Content is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, copying and use of the above listed materials to any other server, location or support for publication, reproduction or distribution is expressly prohibited.
Use of the site
You agree that you will be personally responsible for your use of this Site and for all of your communication and activity on and pursuant to this Site. If we determine that you are or have been engaged in prohibited activities, were not respectful of other users, or otherwise violated the T&C, we may deny you access to this Site on a temporary or permanent basis.
You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, data mine or sell any Content, software, products, or services contained within this Site. You may not use this Site, or any of its Content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own Site.
Third party sites
We may include hyperlinks on this Site to other websites or resources operated by parties other than Ondine, including advertisers. However, Ondine is not responsible for the content or accuracy of any off-site pages nor are we responsible for the availability of such external websites or resources, and do not endorse and are not responsible or liable, directly or indirectly, for the privacy practices or the content of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources.
Know your rights
You have certain rights under UK law. Including:
That any products you order through this Site will be of satisfactory quality, fit for their intended purpose, and will conform to any description given on this Site; Certain remedies if a product is defective; and a right to cancel any order for a product within 14 days after the date of receipt of the product and receive a full refund even if it is not defective (see Cancelling your order above).
Nothing in the T&C is intended to affect these rights. Further information on consumer rights and distance selling can be found on the Gov.uk websites and Trading Standards Bureau sites.
If you have a complaint please communicate with us via the Contact Us section giving full details including date of purchase and order reference number where applicable and your full name and address and contact details. We are committed to resolve any erroneous issue that may arise.