These Conditions of Sale apply to all goods and services supplied by Ship Shape World Ltd (“we”, “us”, “our”) to customers (“you”, “your”).
By placing an order with us, you agree to these Conditions of Sale.
1. Our Products
We specialise in bespoke and made-to-measure upholstery, mattresses, bed linens and related products.
Because many of our products are individually made to your requirements:
- Dimensions, fabrics, fillings, finishes and other specifications may vary slightly from photographs, samples or showroom examples.
- All fabrics and materials, including leather, wool, cotton and other fibres, may have variations in colour, texture, grain, pattern or appearance.
- Upholstery and mattress products may soften, settle or change slightly with normal use.
- Where products are handmade or bespoke, minor variations are not necessarily defects.
We will endeavour to ensure that the finished product reflects the specifications agreed with you at the time of order.
2. Quotations and Prices
All quotations are valid for 30 days, unless otherwise stated.
A quotation is not an acceptance of an order until we have confirmed the order and received any required deposit or payment.
Prices are based on the specifications provided at the time of quotation. Changes to dimensions, materials, fabrics, fillings, design or other requirements may result in additional charges.
Any applicable delivery, collection, installation or disposal charges will be stated separately.
All prices include VAT where applicable.
3. Bespoke and Made-to-Measure Orders
Once production of a bespoke product has commenced, cancellation or changes may not be possible without costs being incurred.
We will advise you as soon as reasonably practicable if a requested change can be accommodated and whether an additional charge applies.
4. Deposits and Payment
The balance is payable before production commences, unless otherwise agreed.
We reserve the right not to deliver or release goods until payment has been received in full.
Where an order is cancelled in circumstances where we are entitled to retain or recover costs, the deposit may be used towards those costs.
5. Customer Measurements and Information
Where you provide measurements, dimensions or other specifications, you are responsible for ensuring that they are accurate unless we have expressly agreed to measure the relevant item or space ourselves.
We cannot accept responsibility for products being unsuitable because of inaccurate measurements or information supplied by you.
Where we take measurements ourselves, we will take reasonable care to ensure that they are accurate.
6. Fabric and Material Selection
You are responsible for approving your chosen fabric, colour, finish and other visible specifications before production begins. Where appropriate, we recommend that customers view physical samples before confirming their order.
We cannot guarantee that colours displayed digitally will exactly match physical materials.
Fabric colours and appearances may vary slightly between samples, swatches and the finished product. This can occur as a result of the fabric manufacturing, dyeing, finishing and production processes.
Where a fabric is produced in different batches or dye lots, there may be natural variations in colour, shade, tone or texture between batches. In addition, the colour of a small sample may appear different when viewed over a larger upholstered surface due to lighting, fabric direction, texture and the surrounding environment.
We will endeavour to ensure that the fabric supplied corresponds as closely as reasonably possible to the approved sample. However, an exact colour match between a sample and the finished product cannot always be guaranteed.
Where a customer requires an exact colour match to an existing item, fabric, furnishing or previous order, this should be discussed with us before the order is confirmed. We cannot accept responsibility for minor or reasonable variations arising from normal manufacturing or dyeing processes.
Where a customer has approved a physical fabric sample or digital swatch, that approval confirms the customer’s selection of the fabric and colour, subject to the normal variations described above.
If you supply your own fabric or materials, you are responsible for ensuring that they are suitable and sufficient for the intended product. We cannot be responsible for defects, staining, fading, weakness or other characteristics inherent in customer-supplied materials.
7. Changes to Orders
Requests to change an order should be made in writing.
We will try to accommodate changes where production has not commenced. However, changes may result in additional charges and/or delays.
Once materials have been ordered, cutting has commenced, or manufacture has begun, changes or cancellation may not be possible without charges being incurred.
8. Cancellation by the Customer
Bespoke Products
Where goods are bespoke or made to your specification, your statutory cancellation rights may be different from those applying to standard, off-the-shelf goods.
Subject to your statutory rights, bespoke goods cannot ordinarily be returned simply because you have changed your mind once production has commenced.
Where cancellation is legally permitted, we may deduct reasonable costs already incurred in connection with the order, where permitted by law.
Standard Products
For standard, non-bespoke products purchased at a distance or online, you may have a statutory right to cancel within the applicable cooling-off period under UK consumer law.
Any statutory cancellation rights will apply in addition to this policy and will not be restricted by these Conditions of Sale.
9. Faulty, Damaged or Incorrect Goods
We take care to inspect goods before they leave our premises.
If your goods arrive damaged, defective or materially different from what you ordered, please contact us within 48 hours of receiving the goods, and provide photographs or other relevant information where requested.
Where a product is faulty or does not conform to the contract, we will deal with the matter in accordance with your statutory rights.
Depending on the circumstances, this may include:
- Repair
- Replacement
- A price reduction
- Refund
- Collection or other appropriate remedy
The remedy available will depend on the nature of the problem and applicable consumer law.
Nothing in these Conditions limits or excludes your statutory rights.
10. Mattress Comfort and Suitability
Mattress comfort is subjective and can vary significantly between individuals.
A mattress being softer, firmer or otherwise feeling different from your expectation does not necessarily mean that it is defective.
Where we have manufactured a mattress to your specified dimensions, construction and materials, a change of personal preference after manufacture will not ordinarily constitute a manufacturing fault.
We recommend that customers discuss their requirements with us before ordering so that we can advise on available constructions, fillings and firmness options.
11. Mattress Care and Settlement
New mattresses may require a period of adjustment.
Mattresses containing natural or flexible fillings may settle or develop body impressions through normal use.
Care instructions as per our online guides should be followed.
Failure to follow reasonable care instructions may affect the assessment of a warranty or remedy where the issue has been caused or contributed to by improper use or care.
12. Delivery
We will provide an estimated delivery date or delivery period wherever reasonably possible.
Delivery dates are estimates unless we have expressly agreed a specific date as a contractual commitment.
You are responsible for providing accurate delivery information and ensuring that reasonable access is available.
Where access is restricted, you must tell us before delivery.
If delivery cannot be completed because of circumstances within your control, including inadequate access, nobody being available where attendance is required, or incorrect delivery information, additional delivery or storage charges may apply.
13. Inspection on Delivery
You should inspect your goods as soon as reasonably practicable after delivery.
If there is visible damage or an obvious issue, please notify us within 48 hours and, where possible, provide photographs.
Failure to report an issue immediately does not remove your statutory rights. However, prompt notification can help us investigate and resolve the matter efficiently.
14. Returns and Refunds
We do not operate a general “change of mind” return policy for bespoke or made-to-measure goods, except where required by law or where we have expressly agreed otherwise.
For standard goods, any statutory right to cancel or return will apply.
Where a refund is agreed or legally required, we will normally issue the refund using the original payment method.
Refunds will be made within the period required by applicable law.
Where goods must be returned, the customer is responsible for the cost and arrangement of returning the goods to us, in a safe and secure manner, unless otherwise agreed.
15. Goods Made to Customer Specifications
Where a product has been made specifically to your measurements, design, material selection or other individual requirements, it may not be possible to resell the product to another customer.
Accordingly, bespoke goods are generally non-returnable for reasons other than a fault, failure to conform to the contract, or another circumstance in which you have a statutory right to a remedy.
16. Repairs and Remedial Work
Where an issue arises with a product, we may first offer to inspect or assess the item.
Where appropriate, we may offer repair or remedial work rather than replacement or refund, subject always to your statutory rights.
We will discuss the proposed remedy with you before carrying out significant chargeable work.
We do not cover damage caused by misuse, accidental damage, unauthorised alterations, unsuitable cleaning products, abnormal use, failure to follow care instructions or normal wear and tear, subject to applicable law.
17. Customer-Supplied Items
Where we undertake re-upholstery, repair or other work on furniture supplied by you, we will take reasonable care of the item while it is in our possession.
We cannot accept responsibility for hidden structural weaknesses, previous repairs, infestation, deterioration, unsuitable construction or other defects that were not reasonably apparent before work commenced.
If additional work becomes necessary after stripping or opening an item, we will notify you where reasonably practicable and may provide a revised quotation.
When re-upholstering existing furniture, the finished appearance may be affected by the condition, construction and shape of the original frame.
18. Complaints
We aim to resolve complaints quickly and fairly.
If you have a concern, please contact us using:
Email: info@ShipShapeBedding.co.uk
Telephone: +44 (0) 3704 464 233
Address: Unit 1, Stalham Road Industrial Estate, Littlewoods Lane, Hoveton, Norwich, Norfolk, NR12 8DZ, UK
Please provide your order number, details of the issue and, where appropriate, photographs.
We will investigate the matter and respond within a reasonable period.
19. Events Outside Our Reasonable Control
We will not be responsible for losses or delays caused by circumstances outside our reasonable control, including but not limited to:
- Supplier delays
- Material shortages
- Transport disruption
- Industrial disputes
- Fire, flood or other damage
- Severe weather
- Government restrictions
- Utility or infrastructure failures
- Other circumstances beyond our reasonable control
Where such circumstances occur, we will take reasonable steps to minimise any resulting delay and keep you informed.
20. Ownership of Goods
Where permitted by law, ownership of the goods will remain with us until payment has been received in full.
Risk in the goods will pass to you in accordance with applicable law and, where relevant, upon delivery.
21. Privacy
We will process your personal information in accordance with our Privacy Policy and applicable UK data protection legislation.
22. Statutory Rights
Nothing in these Conditions of Sale affects or limits your statutory rights as a consumer.
Where these Conditions conflict with mandatory consumer protection legislation, the applicable legislation will take precedence.
23. Governing Law
These Conditions of Sale are governed by the laws of England, unless another jurisdiction is required to apply by applicable consumer protection legislation.
Any dispute will be subject to the applicable courts and legal requirements.
24. ISSA Conditions of Sale
In addition to these Conditions of Sale, we also adhere to the Internation Ship Suppliers & Services Association Conditions of Sale, April 2015 which can be found here: https://shipsupply.org/conditions-of-sale/
