Account
To place an order with us, you must be 18 years of age and register for a Kelly Loves customer account. This is referred to as “Create Account” on the website.
You will be asked to use an email address and create a unique password to set up an account.
You must ensure the details you provide us with are complete and accurate, including your delivery address and instructions as explained in section Deliveries.
You must inform us of any changes to your details, either by updating your details via your account on our website or by contacting our customer service team. You must notify us of these changes before your order deadline if they relate to a specific order or delivery, as explained in section Orders.
You are responsible for all activity on your account and any orders that are placed, modified, or cancelled under your password. You must ensure the email address and password you use to log into your Kelly Loves account are known only to you, and that access to your computer is restricted to prevent any unauthorised use to your account. If you suspect that someone else knows your password, you should contact us immediately and change the password via your account on our website.
We reserve the right to suspend or close your account with us at our discretion.
The personal details you give us when setting up an account are governed by our separate Privacy Policy. Please make sure you read the Privacy Policy.
Purchasing products
You may purchase products from us by using the ordering facility on our website any time after you have created an account.
To purchase products from us you must add each product to your shopping basket, referred to as “My Cart or Basket” on the website. If you select a set box from our range of subscription options or products, the products will be added to your shopping basket automatically.
You may add, change, or remove any product from your shopping basket before confirming your order. You may also change product quantities before confirming your order.
You must select a delivery date before confirming your order. All orders have a delivery charge separate to that of the cost of the products you are buying. We will clearly tell you the cost of delivery before we ask you to make your payment. The cost of delivery, referred to as “Delivery charge”, will vary depending on your chosen delivery date, day or time as per section Deliveries.
You must select how frequently you wish to receive your order before you confirm your order. If you choose “One delivery only”, your order will be delivered on your chosen delivery date where possible, as explained in section Deliveries. If you choose “Every week”,“Every two weeks”or “Every four weeks”, your first order will be delivered on your chosen delivery date. Your order will then enter a recurring delivery cycle based you the frequency you selected, and will continue to be delivered every week, every two weeks or every four weeks (depending on your frequency selection) on the day of the week you received your first delivery.
No order is accepted until our website displays an order confirmation message. You will receive an order confirmation email from us upon acceptance, which will list all the products you have ordered, prices, and delivery details. A contract for our sale of products to you arises on our acceptance of your order. If there are any errors in the order confirmation, please contact us as soon as possible at the following email address contact@kellyloves.com or through the live chat on the Website.
Payment
You must ensure you provide Kelly Loves with details of a valid credit or debit card. You may make changes to your payment details by updating them via your account on this website or by contacting our customer service team. Do not send payment card details via email.
We will take payment for one-off and subscription orders after the relevant order deadlines have passed. If you place a recurring subscription order, we will continue to take payment for each delivery after your order deadlines have passed and before the order has been processed in our system, as explained in section Orders.
We do not use a direct debit payment system. We use a reoccurring transaction mandate so that you don’t have to give us payment details for each delivery. By placing a subscription order you agree to a flat rate reoccurring payment, the payment amount depends on the cost of your box at time of processing, as explained in section Orders.
Your payment information including card details are encrypted, stored and processed by a fully PCI compliant third-party provider and are inaccessible to any Kelly Loves staff or any other third party. We use your payment details to enable automatic payment for subscription orders. We also use Dynamic 3D Secure authentication technology to protect against fraud.
We reserve the right to suspend or cancel your order, or deliveries to you, if we are refused authority from your card issuer for payment or if a payment has been rejected by your bank. You must contact us to arrange payment and wait for that payment to go through before you can place another order.
Orders
If you add extra items to, or remove items from, your order we will charge you according to the increased or decreased difference.
You can change the frequency of your order at any time. You can pause, cancel or skip a Delivery at any time until the order deadline. You can manage your subscription from your customer portal.
All orders can be modified or cancelled prior to your order deadlines. This applies to both one-off and subscription orders.
After the order deadline has passed, your order will be processed in our system and we will take payment as per section Payment .
We will send you an order reminder email 72 hours before your order deadline.
When products are temporarily out of stock and unavailable for your selected delivery date, we will contact you to arrange alternatives or the case may be to inform you of a temporary delay.
We accept orders at our discretion, and we have the right to refuse orders without explanation.
After your order deadlines have passed and your order has been processed, it is scheduled for delivery in our systems.
Deliveries
All subscription orders are standard delivery fee.
We use a courier service to deliver our boxes. Your order will be delivered to you on the date stated in the order confirmation unless there is an event outside of our control. If we are unable to meet the estimated delivery date or time because of an event outside of our control, we will contact you with a revised estimated delivery date or time. If a delivery is delayed by more than 36 hours or it does not reach you at all, we will arrange a replacement or a full refund within 14 days. Events outside our control include, but are not limited to, adverse weather conditions, strike actions, vehicle breakdown, traffic congestion, supplier failure, courier overcapacity, etc.
In the most cases your delivery will arrive to the address you have given us, as stated on your order confirmation, within four (4) days unless you have selected the option Next day delivery. All orders are shipped on a next day delivery and will be shipped the day before your chosen delivery date.
You are responsible for the delivery details given to us when you place your order. Should you give us an incorrect address, postcode, or no delivery instructions, you should notify us immediately. We will endeavour to deliver your order to the revised address. If it’s not possible to make the delivery to the revised address, we cannot be held responsible for this loss. If your delivery is refused or not accepted at the delivery address, we cannot take responsibility for this and cannot offer a replacement. Any changes to address details must be made before the order deadlines published on our Website.
You are responsible for making suitable arrangements to receive your delivery. If you are not home to receive your delivery we will always endeavour to leave your box in your designated safe place, and we ask our third-party couriers to follow your designated “Safe Place” instruction on your account. However, if the safe place is not accessible or deemed appropriate, or if you have not stated instructions on your account, we will endeavour to leave the box in the next most appropriate safe place if there is one.
In the event that your delivery is stolen from your doorstep or damaged while there, we do not accept liability. If for whatever reason you don’t receive your delivery, please inform us within 24 hours so we can only offer compensation at our discretion or arrange to send replacement goods to you.
You must inspect the Products as soon as possible after delivery and notify us promptly if you find any defects, by calling us, emailing us or writing to us at the telephone number or address shown on our Website. We will replace or refund you for defective Products.
Returns and refunds
If you have changed your mind about a product that you have received from us within 30 days of receipt, then please, contact our customer service team and we will arrange a return and full refund. The product needs to be in the original packaging and labels and needs to be undamaged and unused and proof of purchase is required. There are exceptions to this consumer right when we can’t accept a return due to hygiene or safety for example chilled goods or items past their sell by date.
If a product you have received from us is not as described, not of a satisfactory quality or damaged, then please contact us at the following email address: contact@kellyloves.com or through the live chat on the website within 14 days of receipt and we will arrange a return and full refund. Proof of purchase is required.
None of the above affects your statutory rights.
Offers & promo codes
We may offer certain promotions for eligible customers. If you have a promotional code, please ensure you enter it where prompted in the shopping basket before confirming your order. If your promotional code qualifies, your deduction and the promotional code will be displayed in the shopping basket.
You may only use one promotional code per order. Promotional codes cannot be applied retrospectively to orders that have already been placed or delivered to you.
Promotional codes and offers have no cash alternatives.
We reserve the right to cancel orders or accounts if an unauthorised promotional code is used.
We reserve the right to end offers or promotions at any time.
All our offers and promotions are subject to specific terms and conditions.