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Terms & Conditions
Who these terms apply to
The Royal Mail online shop is owned and operated by Royal Mail Group Ltd, a company registered in England and Wales (company number 04138203 with VAT number GB243170002) whose registered office is 185 Farringdon Road, London, EC1A 1AA. Royal Mail Group Ltd is referred to as us or we throughout these Terms and Conditions of Sale (terms).
These terms will apply to any contract between you and us for the sale of product(s) to you (contract).
1 Introduction
1.1 These terms explain our duties to you and your duties to us and form the agreement between you and us for each product we agree to provide you with.
1.2 These terms with you are made up of:
1.2.1 the general terms of sale set out in Part 1 of these terms (General Terms of Sale):
1.2.2 any additional terms for a specific product set out in Part 2 of these terms (Additional Terms); and
1.2.3 if you are a business customer, our business terms set out in Part 3 of these terms (Business Terms).
1.3 Whenever you order a product from us you should carefully read and understand the terms applicable to that product. You will be asked to agree to these terms before confirming your order with us. If you do not agree to the terms, you should not order that product.
1.4 If there is a conflict between the general terms of sale and either the additional terms or the business terms, the additional terms and business terms will prevail insofar as they conflict.
1.5 In these terms, unless the context requires otherwise:
1.5.1 words denoting the singular includes the plural and vice versa and references to a person include any corporate or unincorporated body;
1.5.2 references to Clauses and Parts are to Clauses and Parts of these terms;
1.5.3 the headings in these terms are included for convenience only and will not affect its interpretation;
1.5.4 writing and written includes e-mail, except where expressly stated otherwise;
1.5.5 the terms including, include, in particular or any similar expression will not limit the sense of the words preceding those terms; and
1.5.6 a reference to a statutory provision is a reference to that provision as amended from time to time.
2 Definitions
2.1 You may not be familiar with some of the words or phrases we use in this document. When they are used for the first time, they are explained in the relevant part of these terms or in the following section.
business customer means a person who submits an order for products in the course of a business.
business product means a product listed in the "products for businesses" section of the shop, as set out in Schedule 1.
contract means the contract between us and you for the purchase of products in accordance with these terms.
EU means the European Union
EU Member State means any one of the countries which are part of the EU at the time an order is submitted.
individual product means a product listed in the "gift and collectibles" section of the shop, as set out in Schedule 1.
order means an order for products submitted by you in accordance with Clause 6.3.
postage stamp products means both ordinary tariff and large letter tariff postage stamp products (including international stamps, special delivery envelopes and pre-printed stationery).
product means a good or service for sale in the shop.
Royal Mail intellectual property means the Royal Mail cruciform logo, the mark Royal Mail, images of postage stamps, postal indicia and any other patents, trade marks and service marks, rights in business and trade names and get-up, copyright, and neighbouring rights, topography rights, database rights, design rights (registered or otherwise), goodwill, trade secrets and confidentiality rights, rights in domain names, rights in know-how and all rights or forms of protection of a similar nature whether or not registered or registrable owned by us or any subsidiary company of ours or its or their licensors.
shop means the Royal Mail Shop found at https://shop.royalmail.com
website means www.royalmail.com
working day means Monday to Friday excluding public and bank holidays in England or Scotland.
working hours means hours of business between 8.30am to 5.00pm in the United Kingdom, on a working day.
Part 1 – General Terms of Sale
3 Product Descriptions
3.1 The images of the product in our shop are for illustrative purposes only. Although we have made every effort to display the colours and dimensions accurately, we cannot guarantee that your computer's display of the colours and dimensions accurately reflect the colour and dimensions of the products. Your products may vary slightly from those images.
3.2 The packaging of products may vary from that shown on images in the shop.
3.3 All products are subject to availability. We will inform you as soon as soon as reasonably possible if the product you ordered is not available and we may offer you a substitute product, without affecting any of your other rights under these terms.
3.4 If you are not a business customer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.
4 Age Restrictions
4.1 Please note that age restrictions apply in the UK to the purchase of certain products. By placing an order for any age restricted product you confirm that you (and, if different, the recipient of the product) satisfy the age requirements necessary to buy that product.
5 Privacy Policy
5.1 Our privacy policy explains what personal information we collect about you when you use our website. You can view the privacy policy here: royalmail.com/privacy-policy. We recommend that you carefully read the privacy policy before you use the shop.
5.2 Some products are ordered via and provided by a third party supplier. When you order these products through the shop we may, in line with our privacy policy, supply your personal information, including your name, address and contact details, to the relevant third party supplier for use by them in connection with the fulfillment of your order.
6 Order and Acceptance
6.1 Each order you make will be deemed to be a separate offer by you to purchase products in accordance with these terms, which we will be free to accept or decline at our absolute discretion.
6.2 An order will be submitted when you confirm your order, setting out the type and quantity of products you wish to purchase.
6.3 A contract is formed each time an order is accepted by us. Acceptance of an order will take place when we receive payment in cleared funds for the order and we provide you with confirmation of acceptance of payment or on dispatch of the order for delivery, whichever is the earliest.
6.4 We reserve the right to withdraw a product from sale at any time. In such an event we will refund any monies paid by you in respect of such withdrawn products.
7 Price and Payment
7.1 The purchase price of products will be our stated prices in force at the time when the order is accepted as set out in the shop and as amended by us from time to time. The only exception to this is where there is an error on our website. If we discover an error in the price of products you have ordered we will inform you as soon as possible and give you the option of confirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid, you will receive a full refund.
7.2 Payment for an order should be made immediately, in full, at the time you place your order with us. Payment can be made by credit or debit card only. Please note that we do not accept American Express credit cards.
7.3 Subject to 7.4, where applicable and unless expressly indicated otherwise, all prices are displayed in pounds sterling and inclusive of either UK VAT, or VAT at the rate applicable in the relevant destination EU Member State.
7.4 UK VAT will not be charged if we deliver to destinations outside the UK. If we deliver to destinations within the EU, EU VAT will not be charged if the VAT exclusive value of the order exceeds the pound sterling equivalent of €150 (exclusive of delivery charges) at the time of purchase. Orders may be subject to local taxes and customs duties in the destination country, including but not limited to EU Member States, and local handling and collection charges may also apply. We are unable to advise what overseas taxes, duties and charges may apply, and we recommend you seek your own advice prior to placing an order for delivery to destinations outside the UK.
7.5 In the event that the order is subject to VAT upon arrival at the relevant EU Member State, and we have stated that the price is inclusive of VAT at the time of purchase, we may, if so requested by you, provide to you evidence that EU VAT has been included in the price you paid.
8 Delivery
8.1 We will tell you at the time of ordering if we will charge an amount for delivery of your order, and this charge will be payable in advance. For domestic orders, the prices quoted for our delivery charge will include any applicable UK VAT. For deliveries to destinations outside the UK, the charge we make for delivery of your order will form part of the total order value to which local taxes, customs duties and handling/collection charges may also apply.
8.2 We aim to deliver all products in the UK within 5 working days. However, the time taken to deliver products will depend on the type of product purchased and the delivery option(s) available.
8.3 Delivery of the products will be deemed to be completed on delivery of the products to you or to a person specified by you to take delivery of the products in the relevant order.
8.4 Any dates quoted for delivery are approximate only, and the failure by us to deliver on time does not allow you to terminate the contract.
8.5 We reserve the right to make delivery of an order in instalments.
8.6 Where we are unable to deliver your order (for example if it does not fit through the letter box) and/or if you are unable to accept delivery, we will leave a note at the delivery address with details for you to re-arrange delivery or to collect your order from your local Royal Mail delivery office. It is your responsibility to arrange for your order to be re-delivered or collected. If an undelivered order has not been delivered or claimed within 18 calendar days we will be entitled to deal with your order as we see fit and you may not receive a refund. You will not be able to cancel your order if we are unable to deliver the products or you are unable to accept delivery after the end of the 14 day cancellation period referred to in Clause 11.4.
9 Ownership and Risk of Loss or Damage
9.1 When the product is delivered in accordance with Clause 8.3, the risk and ownership of the products will pass to you and we will not be liable for loss or damage after that time.
10 Issues with the Delivery of an Order
10.1 Where you are not satisfied with the delivery you receive from us because:
10.1.1 the products are not of satisfactory quality or are damaged;
10.1.2 the delivery contains more than the quantity of products originally ordered by you;
10.1.3 the delivery contains less than the quantity of products originally ordered by you; or
10.1.4 the delivery does not contain the correct products originally ordered by you,
you will notify us within 7 days of receipt of delivery and;
10.1.5 in the case of Clauses 10.1.1, 10.1.2 and 10.1.4 above, provided that you return the products, along with proof of purchase, to us by Special Delivery Next Day (or an alternative return delivery service at our request) and pay for the cost of the return, within 14 days of receipt of delivery, we will at our option either refund or replace the unsatisfactory or incorrect products (except in the case of Clause 10.1.2) and refund you the cost of the return delivery service charge; or
10.1.6 in the case of Clause 10.1.3 above, we will deliver to you at our own cost the additional products missing from the original delivery.
10.2 If you fail to notify us of issues with delivery in accordance with Clause 10.1 you will be deemed to have accepted such products.
10.3 If any products returned in accordance with Clause 10.1 fail to reach us, you will be required to show suitable proof of dispatch before the products are exchanged or refunded.
11 Cancellation of Orders
11.1 Please note that this Clause 11 does not apply to business customers.
11.2 You may have a right to cancel your order within a certain period of time without giving us any reason for doing so and receive a refund.
11.3 You will not have the right to cancel if you order:
11.3.1 a newspaper, periodical or magazine (but not subscriptions for such publications);
11.3.2 sealed audio or video recordings (for example CDs and DVDs) or sealed computer software once these products have been unsealed after you receive them; and
11.3.3 personalised or customised goods including personalised stamps or customised 3D printed products.
11.4 If you choose to cancel your order, for whatever reason, you must notify us in accordance with Clause 11.5 within the following cancellation periods:
11.4.1 Unless clauses 11.4.2 and 11.4.3 apply, in the case of goods, by no later than the end of 14 days starting from the day after delivery of the goods to you (or someone identified by you to take delivery of the goods on your behalf); or
11.4.2 If you order multiple goods which are delivered separately, by no later than 14 days starting from the day after the last of the goods you ordered are delivered to you (or someone identified by you to take delivery of the goods on your behalf); or
11.4.3 If your order is for the regular delivery of a product over a set period of time, by no later than 14 days starting from the day after the first delivery of the product.
11.5 To cancel your order, you may use the form set out at Schedule 2, call Customer Services on 03457 641 641, or send your request by post to Philatelic, Royal Mail, Tallents House, 21 South Gyle Crescent, Edinburgh EH12 9PB or fill in our form to send us an email. Please include sufficient details of your order to help us identify it.
11.6 If you cancel your order we will refund:
11.6.1 the price you paid for the products. However, please note we may deduct an amount to reflect any reduction in the value of the goods if this has been caused as a result of any unnecessary handling by you; and
11.6.2 the cost of the least expensive delivery service we offer. For example, if we offer a standard delivery option of 3 to 5 days but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund you the cost of what you would have paid for the standard delivery option.
11.7 We will make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
11.7.1 if you have received the products: 14 days after the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us. For information about how to return the products to us see Clause 11.8 below; or
11.7.2 if you have not received the products: 14 days after you inform us of your decision to cancel your order.
11.8 If products have been delivered to you before you decide to cancel your order:
11.8.1 then you must return them to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel your order. Please contact us using the details set out at Clause 11.5 above to confirm the return address details;
11.8.2 unless the product is faulty or not as described (in this case, see Clause 10), you will be responsible for the cost of returning the products to us and such products are returned to us at your own risk. If the product is one which cannot be returned by post, the cost of returning the goods by courier is likely to be significantly more than the sums we charged you for delivery. The cost will vary depending upon the courier and weight of the goods but we estimate that it could be as much as £50.
11.9 If you decide to cancel your order and you are returning the products for any reasons, We may at our reasonable discretion refund any import taxes, customs duties or local handling and collection charges that paid by you in the destination country.
11.10 Subject to Clause 11.1, this Clause 11 will apply to all replacement products as if they were the products originally purchased.
11.11 Because you are a consumer, we are under a legal duty to supply products that are in conformity with these terms. As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this Clause 11 or anything else in these terms. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.
12 Cancellations of subscriptions and regular orders after the 14 day cancellation period
12.1 Please note that this Clause 12 does not apply to business customers.
12.2 To cancel your order after the 14 calendar day cancellation period under Clause 11.4 has expired, you must give at least:
12.2.1 for bulletin magazine subscriptions, one month's written notice in accordance with Clause 20.1; or
12.2.2 if your order is for the regular delivery of a product over a set period of time (e.g. monthly Stamp Collections and First Day Covers), six weeks written notice in accordance with Clause 20.1.
12.3 If you cancel your order in accordance with Clause 12.2, we will make a pro rata refund of the payment, if any, that we have received in respect of the unexpired term of your order.
13 Liability
13.1 Nothing in these terms and conditions will limit or exclude our liability for:
13.1.1 death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
13.1.2 fraud or fraudulent misrepresentation;
13.1.3 breach of the terms implied by section 12 of the Sale of Goods Act 1978; or
13.1.4 defective products under the Consumer Protection Act 1987
or otherwise affect any of your statutory rights that cannot be excluded or limited.
13.2 If you are not a business customer, and we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our negligence (we are not responsible for loss or damage that is not foreseeable). Loss or damage is foreseeable it was an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the contract.
13.3 We have no liability to you for any failure or delay in complying with any of our obligations under these terms and conditions that is caused by any industrial action or event or circumstance outside our reasonable control.
14 Intellectual Property
14.1 You shall have no right to use any Royal Mail intellectual property without first obtaining Royal Mail's permission in writing. Any goodwill arising from your use of Royal Mail intellectual property will automatically accrue to us and you must, at your own expense, sign a confirmatory assignment of such goodwill if we request that you do so.
14.2 Royal Mail intellectual property is and shall remain our sole and exclusive property and/or the property of our wholly owned subsidiaries and/or our or their licensors and you shall not perform any act that would or might invalidate such title or dilute such rights in any way.
14.3 You shall not modify, alter or deface any materials provided by us containing Royal Mail intellectual property or do anything likely to bring us into disrepute.
14.4 You shall abide by all of our policies and guidelines for the usage and placement of such materials referred to in Clause 14.3.
14.5 You shall not use or seek to register as a trade mark, business name, corporate name, or domain name, any mark or name the same as or which may be confused with any Royal Mail trade mark forming part of the Royal Mail intellectual property or any other trade mark or name owned or used by us.
15 Changes to the terms
15.1 We reserve the right to change and update the terms from time to time and recommend that you visit the shop regularly to keep informed of the current terms that apply to your use of the shop. By continuing to access, browse and use the shop, you will be deemed to have agreed any changes or updates in our terms.
16 Variation
16.1 We intend to rely upon these terms in relation to the contract between you and us. If you require any changes, please make sure you ask for us to put these in writing. This can help avoid any problems about what you expect from us and what we expect from you.
17 Waiver
17.1 A waiver of any right or remedy under the contract is only effective if given in writing and will not be deemed a waiver of any subsequent breach or default. No failure or delay by a party to exercise any right or remedy provided under the contract or by law will constitute a waiver of that or any other right or remedy. No single or partial exercise of such right or remedy will preclude or restrict the further exercise of that or any other right or remedy.
18 Severance
18.1 If any provision or part-provision of the contract is, or becomes, invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any modification to or deletion of a provision or part-provision under this Clause shall not affect the validity and enforceability of the rest of the contract.
19 Third Party Rights
19.1 A person who is not a party to this contract has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of it.
20 Notices and Complaints
20.1 To be effective, notices and complaints must be in writing and addressed to Philatelic, Royal Mail, Tallents House, 21 South Gyle Crescent, Edinburgh EH12 9PB, or fill in our form to send us an email.
20.2 If you are not a business customer, general enquiries in relation to your order can be made by telephone by calling us on 03457 641 641.
20.3 Sometimes products sold in the shop are provided by a third party supplier. Where this is the case, we may refer you directly to the third party supplier in order to process your query more effectively. We will inform you if that is the case but your rights under the contract will not be affected.
21 Governing Law and Jurisdiction
21.1 Relevant United Kingdom law will apply to these terms and the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to these terms.
Part 2 – Additional Terms
These additional terms apply to any order which you place through the shop for the products specifically listed below and apply in addition to the general terms above. If there is a conflict between the general terms of sale and these additional terms, these additional terms will prevail insofar as they conflict.
22 Customised Stamps and 3D printed products: Terms and conditions
22.1 These terms and conditions apply to all orders for Smilers® stamps.
22.2 You must ensure that (and represent to Royal Mail that):
22.2.1 you have the right to copy the image contained in the material you submit;
22.2.2 you have obtained the permission of any person (or their parent or legal guardian as applicable) who appears in the material, for their image to be reproduced; and
22.2.3 you will not use the Star Wars Smilers® stamps in connection with any business mailings or for any commercial purpose.
22.3 Royal Mail may require you to provide satisfactory evidence of you having the necessary rights and/or permissions referred to in paragraph 2.
22.4 Royal Mail may refuse to reproduce submitted material if (or if Royal Mail believes that):
22.4.1 you do not or may not have the rights and/ or permissions referred to in paragraph 2;
22.4.2 it is or may be defamatory;
22.4.3 it depicts partial or full nudity;
22.4.4 it is offensive, obscene or indecent;
22.4.5 it promotes any particular religious beliefs or may offend against any person’s religious beliefs;
22.4.6 it may be offensive to any social, ethnic or other group;
22.4.7 it is political in nature or may be identified with a political cause or campaign;
22.4.8 it is not in keeping with Royal Mail’s brand integrity and/or may otherwise bring Royal Mail into disrepute;
22.4.9 it consists of or includes stamp imagery; or
22.4.10 it is in any other way inappropriate to appear on a Smilers® stamp.
22.5 Rejected orders will be refunded and the submitted material returned to you (except for defamatory, offensive, obscene or indecent materials which may be destroyed or forwarded to the Police).
22.6 You will pay reasonable compensation to Royal Mail for any costs or damages which Royal Mail incurs as a result of the reproduction of any material submitted by you which is defamatory or which breaches any other person’s copyright, privacy or other rights in any way.
22.7 Copyright in the Smilers® stamp will belong to Royal Mail and you will not have the right to reproduce it.
22.8 Royal Mail will try to return submitted material to you in good condition. However the handling and copying process may result in damage to submitted material and Royal Mail does not accept liability for such damage.
22.9 If you have agreed that Royal Mail may keep digital copies of submitted material, copies will generally be kept for 35 days from the order (or re-order) date but may be destroyed at any time.
22.10 Royal Mail will comply with its Privacy Policy, details of which can be found at royalmail.com/privacy-notice
22.11 Reproduction is limited by the quality of the submitted material and the printing process so may not be exact or flawless.
22.12 Smilers® stamps used for postage may be obscured by a post mark.
22.13 Personalised Smilers® 1st class and 2nd class stamps are not suitable for large letter mail.
22.14 Stamp designs are subject to change.
22.15 Smilers® stamps are customised stamps and so once your order has been accepted by Royal Mail you will not be able to cancel your order or obtain a refund. This does not affect your statutory rights, as described at clause 19.
22.16 Royal Mail will try to dispatch orders within 5 working days of receipt but you should allow plenty of time when ordering Smilers® stamps. Please note that despatch of orders may take longer during periods of high demand for the service. A higher postage and packaging charge will apply to deliveries to non-UK addresses, details of which can be found at royalmail.com/price-finder or by contacting Customer Services using the details below.
22.17 Royal Mail may withdraw Smilers® stamps at any time and will refund payments made for unprocessed orders.
22.18 If you have any questions or queries, or wish to make a complaint, please contact our Customer Services Team by calling 0345 074 2000 (or +44 131 316 7483 if you are calling from outside the UK), by writing to us at Smilers, FREEPOST SCO 5817, EDINBURGH, EH12 9PH or by emailing us at: smilers.enquiries@royalmail.com.
22.19 As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by anything else in these Terms and Conditions. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.
22.20 Any contract between us shall be governed by and construed in accordance with English law. This means that any dispute or claim arising out of or in connection a contract between you and Royal Mail will be governed by English law. You and we both agree to that the courts of England and Wales will have exclusive jurisdiction.
22.21 Royal Mail is a trading name of Royal Mail Group Ltd. Registered in England and Wales, Number 4138203, Registered office 185 Farringdon Road, London, EC1A 1AA. Smilers®, Royal Mail Cruciform and the colour red are all registered trade marks of Royal Mail Group Ltd.
22.22 These terms and conditions apply to all orders for 3D printed products.
22.23 You must ensure that (and represent to Royal Mail that):
22.23.1 you have the right to copy the image or words contained in the material you submit; and
22.23.2 you have obtained the permission of any person (or their parent or legal guardian) who appears in the material, for their image to be reproduced.
22.24 Royal Mail may refuse to reproduce submitted material if (or if Royal Mail believes that):
22.24.1 you do not or may not have the rights and/ or permissions referred to in paragraph 22.19;
22.24.2 it is or may be defamatory;
22.24.3 it depicts partial or full nudity;
22.24.4 it is offensive, obscene or indecent;
22.24.5 it promotes any particular religious beliefs or may offend against any person’s religious beliefs;
22.24.6 it may be offensive to any social, ethnic or other group;
22.24.7 it is political in nature or may be identified with a political cause or campaign;
22.24.8 it is not in keeping with Royal Mail’s brand integrity and/or may otherwise bring Royal Mail into disrepute; or
22.24.9 it is in any other way inappropriate to appear on or as a 3D printed product.
22.25 Royal Mail may require you to provide satisfactory evidence of you having the necessary rights and/or permissions referred to in paragraphs 22.19 and 22.20.
22.26 Rejected orders will be refunded and the submitted material returned to you (except for defamatory, offensive, obscene or indecent materials which may be destroyed or forwarded to the Police).
22.27 You will pay Royal Mail for any costs or damages which Royal Mail incurs as a result of the reproduction of any material submitted by you which is defamatory or which breaches any other person’s copyright, privacy or other rights in any way.
22.28 Copyright in the 3D printed product will belong to Royal Mail or its licensors and you will not have the right to reproduce it.
22.29 Royal Mail will try to return any physically submitted material to you in good condition. However the handling and copying process may result in damage to submitted material and Royal Mail does not accept liability for such damage.
22.30 If you have agreed that Royal Mail may keep digital copies of submitted material, copies will generally be kept for 7 days from the order (or re-order) date but may be destroyed at any time.
22.31 Reproduction is limited by the accuracy and quality of the submitted material and the printing process so may not be exact or flawless. Royal Mail has no responsibility to check that the material you submit to be incorporated into a 3D printed product (such as your name) is correctly spelled. We strongly recommend that you double-check any customised order before submitting it to us.
22.32 3D printed product designs are subject to change.
22.33 As customised 3D printed products are customised, you will not be able to cancel your order and obtain a refund once your order has been accepted by Royal Mail.
22.34 Royal Mail will try to dispatch orders within 5 working days of receipt but you should allow plenty of time when ordering customised 3D printed products. A higher postage and packaging charge will apply to deliveries to non-UK addresses.
22.35 Royal Mail may withdraw any 3D printed product at any time and will refund payments made for unprocessed orders.
22.36 If you have any questions or queries, or wish to make a complaint, please contact our Customer Services by calling 03457 641 641 (or +44 3547 641 641 for international customers), writing to us at Royal Mail Customer Service, Tallents House, 21 South Gyle Crescent, Edinburgh EH12 9PJ or by visiting https://www.royalmail.com/stampsenquiries
22.37 As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by anything else in these Terms and Conditions. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.
22.38 Any contract between us shall be governed by and construed in accordance with English law. This means that any dispute or claim arising out of or in connection a contract between you and Royal Mail will be governed by English law. You and we both agree to that the courts of England and Wales will have exclusive jurisdiction.
22.39 Royal Mail is a trading name of Royal Mail Group Ltd. Registered in England and Wales, Number 4138203, Registered office 185 Farringdon Road, London, EC1A 1AA. Smilers®, Royal Mail Cruciform and the colour red are all registered trade marks of Royal Mail Group Ltd.
23 Magazine Subscriptions
23.1 Magazine subscriptions are for a period of 12 months unless otherwise stated on our website.
23.2 The first issue of your magazine subscription will be dispatched within two months where the subscription is for a monthly or less frequent magazine.
24 Postage Stamp Products
24.1 All postage stamp products, except for Smilers™ described in Clause 22 above, are sold at face value.
24.2 For your convenience, postage stamp products that do not have a defined monetary value printed on their face and are purchased by you prior to a public tariff increase may be used by the general public after the tariff increase. We reserve the right not to accept orders for postage stamp products prior to a public tariff increase if we consider the order to be (in our absolute discretion) excessive.
24.3 All postage stamp products are produced principally for postal purposes. Unless we have agreed otherwise, you must not sell any postage stamp products to third parties. We reserve the right to refuse to sell products to you if we believe you are selling postage stamp products.
24.4 We do not promise to provide either type of stamp to any specific standard or from any specific cylinder printings or position.
24.5 Orders for first day covers will not be accepted unless they are received on or before the relevant issue date.
24.6 All Royal Mail intellectual property rights in postage stamp products (including the postally valid part of Smilers™ but excluding the personalised labels) belong to us. You must not reproduce any of our stamp imagery without our prior written consent.
24.7 We require business customers to submit orders for Christmas design stamps using our Christmas stamps order form on or before 30 June prior to the relevant Christmas in order to ensure fulfilment of the order. Orders for Christmas design stamps may be accepted after 30 June, subject to stock availability.
25 Charity products
25.1 One hundred per cent (100%) of profits (between £0.61 and £3.65 dependent on product) will be paid to Stroke Association (Trading) Limited which gives its taxable profits to the Stroke Association (registered charity no. 211015).
26 Royal Mail Safebox™ product
26.1 These terms and conditions apply to all orders for Royal Mail Safebox™ product.
26.2 You shall not use the Royal Mail Safebox™ product for any specimen which is not a Diagnostic Specimen and nor shall you use the Royal Mail Safebox™ product for any Infectious Substance. For the purposes of this clause 26, “Diagnostic Specimen” means any human or animal material including, but not limited to excreta, secreta, blood and its components, tissue and tissue fluids being transported for diagnostic or investigational purposes, but excluding live infected animals as defined in The Air Navigation (Dangerous Goods) Regulations 2019, The Carriage of Dangerous Goods and Use of Transportable Pressure Equipment Regulations 2009 and the Merchant Shipping (Dangerous Goods and Marine Pollutants) Regulations 1997; and “Infectious Substance” means any specimen taken from a recipient or animal that has or may have a serious human or animal disease which can be readily transmitted from one individual to another, directly or indirectly and for which effective treatment and preventative measures are not usually available and any substance known to contain, or reasonably expected to contain, pathogens that are capable of spreading disease when exposure to them occurs, as defined in Air Navigation (Dangerous Goods) Regulations 2019, The Carriage of Dangerous Goods and Use of Transportable Pressure Equipment Regulations 2009 and the Merchant Shipping (Dangerous Goods and Marine Pollutants) Regulations 1997.
26.3 You agree not to purchase the Royal Mail Safebox™ product unless you are a qualified medical practitioner, registered dental practitioner, veterinary surgeon, registered nurse, recognised laboratory or institution (or you are purchasing the Royal Mail Safebox™ product for and on behalf of one of the foregoing persons or entities). If you wish to pass on the Royal Mail Safebox™ product to any member of the public for them to use, you must first ensure that such members of the public have read and understood these terms and conditions, and the assembly instructions for the Royal Mail Safebox™ product.
26.4 You will ensure:
26.4.1 compliance with the assembly instructions set out on the rigid outer box of the Royal Mail Safebox™ product;
26.4.2 all Diagnostic Specimens are correctly and securely placed in the Royal Mail Safebox™ product;
26.4.3 every Royal Mail Safebox™ product is properly and securely sealed before dispatch; and
26.4.4 you complete the name and addresses of the Consignor and Consignee on the labels on the Royal Mail Safebox™ product.
26.5 You shall not re-use a Royal Mail Safebox™ product. We reserve the right to refer any such re-use of a Royal Mail Safebox™ product to either the Health & Safety Executive, the Civil Aviation Authority, the Maritime and Coastguard Agency or other appropriate regulator.
26.6 We do not accept any liability for damage sustained to property or premises arising from improper use of the Royal Mail Safebox™ product. You indemnify us against any claims which may be brought against us in respect of any such damage.
26.7 All postings of Royal Mail SafeboxTM products are provided pursuant to the Inland Letter Post Scheme 2000 or any Scheme made in substitution of it under Section 89 of the Postal Services Act 2000.
Part 3 – Business Terms
The following business terms will apply to any business customer placing an order through the shop. If there is a conflict between the general terms of sale and these business terms, these business terms will prevail insofar as they conflict.
Where a business customer is purchasing products referred to in Part 2 of the terms, above, those additional terms will apply in addition to these business terms.
27 Price and Payment
27.1 Payment for an order must be made by you:
27.1.1 where there is no credit facility in place, immediately on submission of an order in accordance with Clause 7.2 in cleared funds by debit card or credit card; or
27.1.2 where a credit facility is in place in accordance with Clause 27, within 30 days of the date of the invoice for the order.
27.2 Cheques should be crossed and made payable to “Royal Mail”. International reply coupons and cash are not accepted as payment. Please note that we do not accept American Express credit cards.
27.3 If you have placed an order to be delivered to destinations outside of the UK, including the EU, you will be liable for any VAT and other local taxes, customs duties, handling and collection charges your order may be subject to in the destination country. We are unable to advise what overseas taxes, duties and charges may apply, and we recommend you seek your own advice prior to placing an order for delivery to destinations outside of the UK.
27.4 If you fail to make any payment due to us in accordance with these terms by the due date for payment (due date), then you will pay interest on the overdue amount at the rate of 4% per annum above the Bank of England's base rate from time to time. Such interest will accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment, you will pay the interest together with the overdue amount.
27.5 You will pay all amounts due in accordance with these terms and conditions in full without any deduction or withholding except as required by law and you will not be entitled to assert any credit, set-off or counterclaim against us in order to justify withholding payment of any such amount in whole or in part. We may at any time, without limiting any other rights or remedies we may have, set off any amount owed to us by you against any amount payable by us to you.
27.6 In the event of any dispute as to the amount of an invoice, you will settle the amount in full pending the resolution of any dispute and we will make any adjustment due immediately upon such resolution.
27.7 We may appropriate any payment made by you to such of the products under any contract as we see fit.
27.8 When placing your first order for products to be delivered to an EU Member State, and you are VAT registered in the Member State of delivery, you must provide us with your EU VAT number, by completing our online form prior to placing your order. For the avoidance of doubt, we will store your EU VAT number, so that you do not need to provide it to us for each subsequent order. In the event that you fail to provide us with your VAT number, we may treat you as a consumer.
28 Title and Risk
28.1 The risk in the products shall pass to you on completion of delivery.
28.2 Title to the products will remain with us and will not pass to you until we have received payment in full, including delivery charges, (in cleared funds) for:
28.2.1 the products related to the order covered by this contract;
28.2.2 all products under any other contracts; and
28.2.3 any other goods or services that we have supplied to you.
28.3 Until title in the products has passed to you, you will:
28.3.1 hold the products on a fiduciary basis as our bailee;
28.3.2 store the products separately from all other goods of the same or a similar nature held by you so that they remain readily identifiable as our property;
28.3.3 maintain the products in a satisfactory condition and keep them insured against all risks for their full price from the date of delivery;
28.3.4 give us such information relating to the products as we may require from time to time;
28.3.5 not remove, deface or obscure any identifying mark or packaging on or relating to the products; and
28.3.6 notify us immediately if you become subject to any of the events listed at Clause 28.1.3.
28.4 If before title to the products passes to you, you become subject to any of the events listed in Clause 30.1.3, or we reasonably believe that any such event is about to happen and notify you accordingly, then, you will immediately deliver up to us all unsold products, which may be in your possession. If you fail to deliver the unsold products, then, provided that the products have not been resold, or irrevocably incorporated into another product, and without limiting any other right or remedy we may have, we may at any time require you to deliver up the products and, if you fail to do so promptly, enter any of your premises or of any third party where the products are stored in order to recover them.
29 Credit Arrangements
29.1 We may, at our own discretion, authorise you to purchase products through a credit facility. If you apply for a credit facility with us you will be credit checked by us in advance. We reserve the right to refuse a credit facility to a customer who does not have a satisfactory credit rating. The following conditions will apply to purchases on credit:
29.1.1 you will not be entitled to exceed the credit limit set by us without our prior written consent which we may refuse in our absolute discretion;
29.1.2 you may not use or purport to use a credit facility to purchase products until we have notified you in writing that you are permitted to do so;
29.1.3 the terms on which credit is granted, including but not limited to your credit limit, may be varied by us in writing to you at any time;
29.1.4 in order to maintain the credit facility, you must spend £5,000 or more on products during a financial year (being a 12 month period commencing on 1 April in any given calendar year and ending on 31 March, inclusive, in the following calendar year). We will review the amount you have spent on products at the end of every financial year. If you have been granted a credit facility part way through a financial year, you shall not be reviewed by us until you have had a credit facility for one full financial year. If it appears that you have not spent £5,000 on products within a financial year, we will write to you and inform you that you have not reached the required level of spending. If you do not spend that amount, we may remove your credit facility. Where the credit facility is suspended or withdrawn, payment must be made by cheque, credit or debit card in accordance with the provisions of Clause 7; and
29.1.5 if your credit facility has been withdrawn in accordance with Clause 29.1.4, we may re-instate your credit facility if subsequently you spend £5,000 or more on products in a financial year.
30 Cancellation of Orders
30.1 If you:
30.1.1 commit a material breach of any of these terms and, where we consider that such breach is remediable, fail to remedy the same within 14 days of being required by us to do so;
30.1.2 engage in any conduct which is in our opinion is prejudicial to our reputation or goodwill; or
30.1.3 become or are deemed to be insolvent or are unable to pay your debts (within the meaning of the Insolvency Act 1986) or a petition is presented or meeting convened or resolution passed for the purpose of your winding up or you enter into liquidation whether compulsorily or voluntarily or compound with your creditors generally or have a receiver, administrator or administrative receiver appointed over all or any part of your assets or any proposal is made for a company voluntary arrangement in respect of you or you threaten to take or take or suffer any similar action in consequence of debt or insolvency in any jurisdiction or we believe that you are about to become subject to any of the state of affairs listed in this Clause 30.1.3;
then, without limiting any other right or remedy available to us, we may cancel or suspend all further deliveries under the contract or under any other contract between you and us without incurring any liability to you, and all outstanding sums in respect of the products delivered to you will become immediately due.
30.2 You will notify us in writing or by email within 14 days of placing an order for products if you fail to receive delivery of that order and will submit to us evidence that the order was placed together with evidence of payment for such order. We reserve the right to refuse to replace orders not claimed within this 14 day period.
30.3 We are not obliged to re-purchase products from you. If we do, we may choose to re-purchase all or part of the original order and we may charge you an administration charge.
31 Notices and Complaints
31.1 To be effective, notices and complaints for business customers must be in writing and addressed to Business Returns, Royal Mail, Tallents House, 21 South Gyle Crescent, Edinburgh EH12 9PB, or sent by email to business.enquiries@royalmail.com.
31.2 General enquiries can be made by telephone by calling us on 03457 782 677.
32 Liability
32.1 Subject to Clause 13.1:
32.1.1 we exclude to the fullest extent permissible by law, all liability and responsibility for all aspects of the credit card/financial transaction in relation to your purchase of products, except where we have been negligent;
32.1.2 we will not be liable for breach of these terms and conditions as a direct result of industrial action or circumstances beyond our control (Clause 31);
32.1.3 we will not, to the fullest extent permissible by law, be liable for any loss of whatever nature, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any loss of profit, or any consequential loss, in each case whether direct or indirect which arises under or in connection with the contract;
32.1.4 our total liability to you in respect of all other losses arising under or in connection with the contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise will be limited to either the price payable by you under the contract or £10,000, whichever is the lower; and
32.1.5 we will not be liable for any delay in delivering the products.
32.2 For the avoidance of doubt, Clause 13.2 does not apply to business customers.
33 Matters beyond our reasonable control
33.1 Sometimes we may not be able to provide the products because of something beyond our reasonable control (such as war, acts of terrorism, extreme weather conditions, earthquakes, fire, floods, traffic congestion, mechanical breakdown (including of machinery, equipment, and vehicles), any public or private road being blocked, or industrial action and the outcomes of it if this prevents us from providing our usual products).
33.2 If this happens, we will not be responsible to you. However, we will try to notify you promptly about any event which affects how we provide the products.
34 Anti-Bribery
34.1 In entering into the contract both you and we warrant that neither you nor we have done, and in performing your and our obligations under these terms, will not do, any act or thing that contravenes the Bribery Act 2010 or any other applicable anti-bribery or anti-money laundering laws and/or regulations.
34.2 You and we warrant that you and we will comply with, and will procure that any individuals involved in performing the contract on your or our behalf will comply with the requirements of the Bribery Act 2010.
35 Transfer
35.1 We may transfer our rights and duties under the contract or arrange for any other person to carry out our rights and duties under the contract. You will not transfer any of your rights or duties under the contract without our prior written consent. Where we consent to you transferring your rights or duties in accordance with this Clause, you will be responsible to us for any action that the assignee takes.
36 Entire Agreement
36.1 These terms and conditions constitute the entire agreement between the parties and supersede and extinguish all previous drafts, agreements, arrangements and understandings between them, whether written or oral, relating to its subject matter.
36.2 Nothing in this agreement is intended to, or will be deemed to, establish any partnership or joint venture between any of the parties, constitute any party the agent of another party, nor authorise any party to make or enter into any commitments for or on behalf of any other party.
37 Governing Law and Jurisdiction
37.1 These terms, and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) , will be construed in accordance with, and governed by, the Laws of England and Wales and we and you submit to the exclusive jurisdiction of the Courts of England and Wales.
SCHEDULE 1
Product Types
1 The following is a non-exhaustive indicative list of the types of business and individual products. This list is intended as a guide only, the products are subject to change and may be amended by us from time to time.
1.1 Business products:
1.1.1 Stamps
1.1.2 Stamp sheets
1.1.3 Stamp books
1.1.4 Stamp rolls
1.1.5 Postal Stationery
1.1.6 Mailing boxes
1.1.7 Envelopes
1.1.8 Bubble envelopes
1.1.9 Polythene envelopes
1.1.10 Self adhesive labels
1.1.11 Special Delivery Guaranteed
1.1.12 Royal Mail Sameday
1.1.13 Special Delivery Guaranteed by 9 am
1.1.14 Special Delivery Guaranteed by 1 pm
1.1.15 Pre-paid envelopes
1.1.16 International
1.1.17 Address management
1.2 Individual products:
1.2.1 Gifts
1.2.2 Homeware
1.2.3 Football Heroes Gifts
1.2.4 Doctor Who gifts
1.2.5 Great British Fashion
1.2.6 Frames
1.2.7 Pin badges
1.2.8 Models and Medals
1.2.9 Kids
1.2.10 The Post Room
1.2.11 Books & Annual products
1.2.12 Stationery
1.2.13 Music & DVDs
1.2.14 Ingots & Silver stamps
1.2.15 3D printed products
SCHEDULE 2
Cancellation form
This form is not for use by business customers.
(Please print off, complete, and return this form ONLY IF YOU WISH TO CANCEL this agreement)
To: Philatelic, Royal Mail, Tallents House, 21 South Gyle Crescent, Edinburgh EH12 9PB
I hereby give notice that I wish to cancel my order for [INSERT REFERENCE NUMBER OR OTHER DETAILS TO ENABLE THE CONTRACT TO BE IDENTIFIED]
Name of Consumer:
Address of Consumer:
Signature of Consumer:
Date: