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Policies

Customer Services

Please read the terms and conditions carefully before placing an order. When placing an order at Skandium.com you are accepting all of the following terms and conditions. If the following terms and conditions are unclear or you do not agree with all of the following terms and conditions, please contact The Webshop at 020 7590 0030 or web@skandium.com before placing an order. The following terms and conditions are subject to amendment.


Placing an Order

Once an order is placed, a confirmation email will be sent to the email address you provided on your order. If your email address was inputted correctly, and you have not received a confirmation email, it is likely that the email was sorted to your junk mail or spam folder.

If you find no confirmation email in your inbox, junk mail or spam folder, it is likely that an error has occurred, and we would advise you to contact us immediately to confirm your order. The Webshop can be contacted at web@skandium.com or 020 7590 0030.

Please read your email confirmation very carefully to ensure that each item you ordered has the correct finish, color, size and quantity. Please contact us immediately if you find any errors or if the information is unclear. Skandium is not responsible for “made to order items” that are ordered incorrectly. Please only order if you are certain about the specifications for the item you are ordering. If you need assistance or have any questions about any products online before you purchase please contact us at The Webshop at 020 7590 0030 or web@skandium.com.

We reserve the right to not accept any order. If we do not accept your order, we will contact you immediately and refund the full amount of the order back to the card used to make original purchase.

When we accept an order, a second confirmation email will be sent with estimated lead-time, which is based on stock availability, estimated supplier manufacturing time and estimated deliver time of items.

Once your item becomes available, we will notify you once your items have been dispatched or we will contact you to arrange a delivery time.

We always strive to deliver all items on time and work with our customers to find solutions for any delayed orders. Although delays can occur, it is just as likely for items to arrive before the estimated lead-time.

It is important to note that the estimated lead-time given is NOT guaranteed. Skandium does not accept any liability for any losses caused by delays. Cancellation of “made to order items” cannot be refunded due to any length of delay, if production of the item has already begun. Any foreseeable delays are communicated to our customers after information like this becomes available.


Prices

If an error in pricing occurs we will contact you immediately and you will have the option of either paying the correct price or cancelling the order. We are not obligated to offer any order at an incorrect price. If you decide to cancel your order, the total amount of the order will be refunded to the card used to pay for the original order.

Please be advised that the price of our items can change without notice. If there is a change in price to your item after you have placed your order, this will never affect the price of your original order. Sale prices can only be offered when an order is made during a sale period.

All orders are placed in GBP even if you use our currency conversion tool. Please bear this in mind in case your bank charges you any international exchange fees.

All orders being sent outside of the European Union are subject to duty and custom charges; the customer must pay these charges. Skandium has no control over the amount of duty and custom charges. If an order is undelivered because the wrong details have been provided or refused we reserve the right to refund only the items ordered but not the shipping charges. Our website automatically deducts the UK VAT on all orders being shipped out of the EU.

Selecting Finishes

When viewing images please be aware that all finishes, colors and sizes shown online may not be of the perfect likeness of the items in reality due to the constraints of technology. We always make every attempt to match the true likeness of all finishes, colours and sizes with what you see online, however there are other factors outside of our control that can alter the finishes, colours and sizes you see online, for example, we may have not received from the manufacturers images for each variation for products available in multiple finishes. Please only order if you are fully confident of the finishes, colours and sizes you are choosing. If you need help, please visit or contact one of our store locations to see samples.

Product packaging may vary from what is displayed online.

Items made from natural materials like wood, marble and wool will always arrive unique from what is shown online due to the nature of the material. Items that are handmade will always have slight variances, which we feel makes each item special.

Items such as cushions, that are made from fabric with large repeat patterns, may not arrive as seen online; Cushions made from different sections of a larger pattern, will sometimes produce a completely different looking cushion.

All of our suppliers do have the highest standards when producing specified finishes, however items that are ordered at different times are not guaranteed to match perfectly, as there are factors outside of our control that can create slight differences in finish, color and size. One example of this would be fading of a color from long exposure to the sun or items having slight differences in production material.

Glass items can contain slight imperfections due to the nature of the production process. Glass items that are mouth blown are formed by hand, and so colors and shape for these items will sometimes vary slightly between the same products. The best example of this would be birds by Oiva Toikka by iittala. This imperfection between the same products is what makes each bird by Oiva Toikka unique.


Made to order items

“Made to order items” are defined as items that are ordered to customer’s specifications and put into production as per these specifications.

All "Made to order items" are clearly labelled as such on the corresponding product page in the delivery section and in the "shopping bag".

Examples of made to order items are, but not inclusive to, furniture, lighting, blinds, curtains, carpets and rugs.

Once production has begun, “Made to order items” cannot be refunded, modified or exchanged. If you want to make any changes to your “Made to order item” at any point you MUST contact us as soon as possible and given the stage of the production we will do our best to proceed with your request. Given the nature of the request, if an additional charge is required, it is required of the customer to pay this charge immediately.

It is the customer’s responsibility to be fully aware of the finishes, colours and sizes they are specifying. It is also the customer’s responsibility to check our confirmation email to ensure that all products have been ordered correctly. Please also note you must read the information of the order in words, as any images shown online or in an email are never a confirmation of the correct items ordered. If you are not sure please always contact us at the webshop or visit one of our store location and request to see samples.


Defective/Damaged Items

Please always inspect your goods when they arrive, especially if they are a gift. Any damage must be reported to us by email or by phone within 7 days of receipt to make a claim. We require your order number, a description of the damage and photos of the damage. Within the UK, if a claim is accepted, we will arrange an exchange for a new item. Within the UK, “made to order items” that are truly defective or truly damaged on arrival will be reordered and redelivered within the regular estimated lead-time, given the safe return of the damaged unit.

If an order was delivered outside of the UK the cost of returning damaged items is the responsibility of the customer. If the items are large and/or fragile, Skandium may require that a specialized delivery service is used for delivery and the cost will be the responsibility of the customer.

Skandium is not responsible for items that have been brought to a different country from where they were originally delivered. We will only accept claims if the damaged item is in the same country where the damaged item were originally delivered.

If your product becomes defective after 7 days, please contact us with proof of purchase, photos and as much information available. Most of our suppliers guarantee their products, all of our suppliers stand by their quality and in most cases we can help. The defective product in question must be purchased at Skandium.com. If you are looking for your proof of purchase, please check your email.


Gift Cards Terms and Conditions

Please keep your e-gift card number secure.
Your card number is unique and the total value can only be redeemed once.

Ways to redeem your e-gift card:
Online: To redeem your e-gift card online, please enter the 13-digit card number at the check out.
In store: To use your e-gift card in store, please print out and present at the till.

Please protect this card and treat it as cash. Skandium is not liable to replace missing or stolen cards. The card cannot be exchanged for cash. No refund will be given on the card.
For any further inquiries regarding gift cards, our Web team is always available to answer your questions.



SKANDIUM PRICE MATCH OFFER

We believe in the best customer service by friendly, knowledgeable and helpful staff where you meet us in our stores or online and at the same time guarantee exceptional value.

We want you to be enjoy your shopping experience at Skandium but we do understand, that some customers may be shopping around for the best prices before placing an order in our stores or online.

If you come across a product elsewhere on sale for less, we will match the lower price, this also included sales offers, we also offer to refund the price difference within 14 days of your date of your purchase* should you find your product on sale for less elsewhere.

You will be asked for your receipt or order confirmation, your full name, email address and a daytime telephone where we can reach you. We might need some additional help from you in verifying the lower price and where this is offered.

- Talk to your sales consultant in our stores. - Email: Customerservice@skandium.com

*TERMS AND CONDITIONS

*The price match is limited for a period of 14 days from when you placed your order or purchased an item, delivery does not have to have taken place.
*The product must be identical, same colour, finish, size etc.
*The product must be available or delivered to you by the same date
*Price Matching with a website, this must be a UK based website with a physical store in the UK and priced in £ sterling.
*The Price Match does not cover any free product(s) offered by other retailers.
*Items must be send from a UK or UK based official distributor.
*Products found on membership websites are not covered under this Priced Match.
*End of line, display sale, seconds or sale by or on behalf of companies in Administration are excluded from the Price Match.
*The Store Managers, Website Managers or Customer Service decisions on Price Match offer is final.

General terms and Conditions of this web site

Welcome to the web site of Skandium Limited (hereinafter referred to as "Skandium"). Users are requested to read these terms and conditions carefully before using this web site (hereinafter referred to as the "Web site"). This Web site may be used only for information. Any use of this Web site and downloading of Materials herein shall constitute agreement by the User to comply with the currently applicable terms and conditions of use. If you do not accept these terms and conditions, then use of this Web site and downloading of Materials herein is prohibited. Use of this Web site constitutes acceptance of these terms and conditions. Skandium hereby grants to the User a limited right to use and examine this Web site and the Materials contained therein. Skandium hereby grants to the User the right to examine and download information contained in the Web site (herein referred to as "Material") only for personal and non-commercial use. This granting of rights of use shall not constitute assignment of title to the Material or copies thereof. The User must discharge Skandium and all companies belonging to the same group as Skandium at the time in question, together with all of the clerical staff, managers and representatives thereof, from liability for all claims arising from use of this Web site by the User.


Intellectual property rights

The copyright in this Web site and in all of the Material contained therein is protected under international copyright laws and copyright conventions. The User shall be required to comply globally with all copyright laws when using this Web site, and to prevent unauthorised copying of the Material. All intellectual property rights pertaining to the Web site (including copyright, registered and unregistered trade mark and design rights, patents, domain names, commercial secrets and database rights) shall be retained by Skandium or by its partners. All goodwill arising from the use of intellectual property rights belonging to Skandium shall belong wholly to Skandium. Skandium grants the User no direct or indirect rights to any intellectual property rights.


Links to external web sites

Skandium may include in this Web site links to web sites maintained by other parties. Use of links of this kind transfers the User away from this Web site. Skandium neither supervises nor checks the content of external web sites, nor shall Skandium be liable for the validity, reliability or data security of external web sites. The User is advised to examine the terms and conditions of use and the user instructions of linked web sites with care before using the said web sites. The User shall use the linked web sites entirely at the User's own risk. The links shall, as such, constitute no indication of title to the linked web site, nor to any support of Skandium for the said web site or of its approval for materials therein; nor that Skandium is entitled to use any trade mark, trade names or copyrighted material that may be viewed through the said links; nor that the proprietor of a linked web site is entitled to use any trade marks, trade names, domain names or copyrighted materials of Skandium or of its associated companies or subsidiaries.


External links to this Web site

Written approval must be secured from Skandium for all links to this Web site, unless the link meets the following conditions: (i) the link consists solely of the plain typeface URL www.skandium.com and includes no trade mark of Skandium or the word Skandium as such or in logo form; (ii) the link refers directly to the home page at www.skandium.com and to no subordinate page of the said web site; (iii) when following the link, the linked Skandium web site opens in an independent new browser window and not in a frame of the linking web site; (iv) the appearance, placement and other features of the link do not create an erroneous impression that the linking party or its operations and products are associated with Skandium operations or are sponsored by Skandium; (v) the link has no detrimental effect on the reputation and trade marks of Skandium or of companies belonging to the same group as Skandium at the time in question. Skandium reserves the right to withdraw its consent to a link at any time according to its own unfettered discretion, and also to prohibit any link meeting the foregoing conditions that, in Skandium estimation, has been placed in an unsuitable setting and could harm the high level of goodwill that is associated with Skandium or cause damage to Skandium.


Amendments

Skandium reserves the right to amend and modify these terms and conditions of use, and to add or remove any part of these terms and conditions of use, in whole or in part, at any time, as Skandium sees fit in its own unfettered discretion. All amendments to these terms and conditions of use shall take effect when they have been announced on the Web site. Any use of the Web site following amendment to the terms and conditions of use shall constitute acceptance of the said amendment. Skandium shall be entitled, at any time and without notice, to modify all parts of this Web site; to rectify defects and deficiencies therein; to effect other alterations to this Web site, to the Material and to the products, programs, services and prices described on the Web site; and to remove elements of the web site from use, including Web site functions. Skandium shall also have the right, without notice and without liability for compensation, to restrict the use of certain functions and services, or use of Web site in whole or in part. For a justified reason, Skandium shall be entitled at any time to terminate all rights of use that it has granted.


Limitation of liability

Skandium shall use its best endeavours to ensure that the Web site and the services contained therein remain in use continuously and without disruption. Skandium shall not, however, be liable for ensuring that the service operates in a manner that is uninterrupted, timely and free of error. Every effort has been taken to ensure the accuracy of the information in the Web site. Skandium shall nevertheless not be liable for the accuracy of this content. The Material may contain inaccuracies and typographical errors. Skandium offers no guarantee as to the accuracy or completeness of the Material, nor of the reliability of any advice, opinion, statement, or other information that appears on the Web site or that may be shared through the Web site. Any use of such opinions, advice, statements or information and reliance upon them shall take place at the User's own risk, and the User is advised to seek the assistance of an expert for advice appropriate to the User's individual situation. All content is offered as is. The Web site and the information contained therein will be modified from time to time. Skandium offers no guarantees and accepts no liability, including guarantees and liabilities in respect of commercial utility, suitability for any particular purpose or non-infringement of rights, or guarantees concerning the functioning of this Web site or of its content. Skandium shall not be liable for the provision and accuracy of product and sales information outside of this Web site. Skandium offers no guarantees as to the protection of this Web site. All of the information contained in this Web site is provided on an "as is" basis, with no guarantee of any kind. The User hereby accepts that Skandium cannot guarantee the data security of any information submitted through this Web site. Skandium offer no guarantee that this Web site, the web servers that maintain this Web site, or electronic communications sent by Skandium are free from viruses or other harmful elements. The User hereby accepts that Skandium shall not be liable for materials or information that are sent or received by the User, or that are not sent or received by the User. Skandium shall not be liable for any direct, indirect, immediate or consequential damage or special damage, or for such damage based on tort liability (including damage arising from loss of business, contract, product or information or from interruption of business operations), arising from use of this Web site or of the contents thereof, or from prevention of the said use, or from these terms and conditions, regardless of whether the said damage is based on an agreement, infringement of rights, recklessness or other grounds, and even if Skandium was forewarned of the possibility of such damage. Skandium shall likewise not be liable for any errors, inaccuracies, deficiencies or other defects, delays or lack of correctness of the information contained in this Web site.


Applicable legislation

These terms and conditions of use shall be governed by the law of the United Kingdom. Notifications concerning copyright and trade marks Copyright to the content of the Web site is owned by Skandium or by its partners. All rights reserved.


Privacy and Security

We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation.

When you shop on this Website, we will ask you to input and will collect Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information. We may also collect information about where you are on the internet (eg the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our website ("User Information"). We may collect this information even if you do not register with us. You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service. We will never sell your data and will only share it with 3rd party partners that complement the Skandium shopping experience (such as couriers and advertisement agencies)

We use your information only for the following purposes:
Processing your orders;
For statistical or survey purposes to improve this Website and its services to you;
To serve website content and advertisements to you;
To administer this website;
If you consent, to notify you of products or offers that may be of interest to you.

You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under General Data Protections Regulations that came into effect in 25 May 2018 when you subscribe to our communications. 

When you create a shopping account while ordering online you will be given the option to receive information from Skandium Limited by post and/or e-mail about products, promotions or special offers which we feel may be of interest to you. In the event that you do not wish to be contacted for such purposes, ensure that you tick the appropriate box as you go through the registration process. You may unsubscribe from our contact list at any time by replying to a promotional e-mail with the word "unsubscribe" in the subject line.

You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information, we are entitled do so.

We use Cookies to keep track of your current shopping session to personalise your experience and so that you may retrieve your shopping basket at any time - if you do not accept Cookies you may be unable to use this Website. You can enable and disable cookies on our cookie banner, including retargeting cookies for marketing purposes, please note that if you disable them, you will still see the same amount of ads from elsewhere.

Please check back frequently to see any updates or changes to our privacy policy. Questions regarding this Policy should be directed to the Head Office of Skandium Limited as follows:
 Skandium, 31 Thurloe Place. London SW7 2HQ.