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1. The following are our Terms & Conditions of purchase
1.1 What these terms and conditions cover. This page, together with the references described within it, outlines the terms and conditions for the purchase of goods from our website.
1.2 The importance of these terms and conditions. Please read these terms and conditions carefully before submitting an order to us. They explain how we will process your order, deliver goods to you, what to do if you experience a problem, and other important information.
If you think that there is a mistake in these terms and conditions, please write to us at info@offthehooklondon.com
1.3 Changes to these terms and conditions. We reserve the right to make changes to these terms and conditions from time to time, in order to reflect changes in relevant laws and regulations, to implement ‘good practice’, or to improve the efficiency of our ordering and delivery processes. We will always display the latest version of these terms and conditions on this website. The version of the terms and conditions that is displayed on our website at the time you place your order, will be the terms and conditions that apply to you.
1.4 Definitions. In these terms and conditions, the following definitions apply: “contract” means the legal agreement between us and you for the sale of goods in accordance with these terms and conditions; “customer”, “you”, “your” means a person who purchases goods from us; “goods” means the items that are shown on this website and which are available for purchase; “order” means the selection of goods that you may choose to purchase from this website in a single transaction; “we”, “us”, “our” refers to Mirza UK Ltd (t/a Off The Hook), a company incorporated in England (registered number:02802325) and having our registered office at Mirza House, Sherbourne Drive, Tilbrook Milton Keynes, MK78HY, United Kingdom, and registered VAT number of GB 626 9341 25; and "writing","written" means all forms of correspondence including emails.
2. Getting in contact with us
2.1 How to contact us. You can contact our Customer Services Team at info@offthehooklondon.com. Alternatively, you can write to us at Mirza House, Sherbourne Drive, Tilbrook Milton Keynes, MK78HY, United Kingdom.
2.2 If something is wrong with your order. If any goods you receive are faulty or have been misdescribed, we have a duty to replace or repair them, or refund you in full. If this applies to you, contact us as soon as possible at info@offthehooklondon.com, giving your name, order number and a description of what is wrong with the goods. If the goods are faulty, do not attempt repair yourself. In certain circumstances, you may be asked to evidence that the fault has not arisen since receipt. If you are asked to return the goods to us, please follow our returns guidance. We will pay the cost of postage if the goods are proven to be faulty or misdescribed, otherwise you will be required to pay.
Alternatively, if we have sent you the wrong goods, we will refund you in full: however, in order to make this refund, we will first require the return of the incorrect items. We will pay the cost of postage if the goods are indeed incorrect, otherwise you will be required to pay. For information about making a return, please see our please see our returns guidance.
3 How to make a complaint. If you wish to raise a complaint, you can write to us at Mirza UK Limited Customer Complaints Department, Mirza House, Sherbourne Drive, Tilbrook Milton Keynes, MK78HY, United Kingdom or email info@offthehooklondon.com, giving your order number and the full details of your complaint. We will respond within 14 days of receiving your letter or email, with a suggested course of action.
2.4 If we cannot resolve your complaint. If we are unable to resolve your complaint via our internal complaints procedure, you may - at that point only - refer to Retail ADR. This is a free-to-use Alternative Dispute Resolution organisation, approved by the Chartered Trading Standards Institute to undertake independent complaints reviews, pursuant to the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Complaints can be raised to Retail ADR in the following ways:
online, by completing RetailADR’s complaints form at www.cdrl.org.uk/retail-adr/; or by post, using the RetailADR paper complaints form, which can be downloaded from www.cdrl.org.uk/retail-adr/. Please be aware that when submitting your complaint, this will be your only opportunity to produce any facts or evidence that you consider relevant to your case. Once you have submitted your complaint, RetailADR will complete an initial assessment and refer the matter to us. Should you have any questions, RetailADR has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm, available at www.support.cdrl.org.uk. Please be advised that it can take 90 calendar days for a final determination, once RetailADR has received all the information from both us and you.
If throughout this process, you want to better understand your legal rights, you can visit the Citizens Advice Bureau at www.citizensadvice.org.uk.
2.5 How we contact you. If we need to contact you about your order or to respond to an enquiry or complaint, we will do so by telephone or by writing to you at the email or postal address you have provided to us.
3. Placing an order
3.1 Required information. The ordering process requires you to provide us with certain information, for example, your delivery details, contact details, size and colour choices etc. Under no circumstances can we be held liable for the accuracy and completeness of the information you provide. Additionally, if you do provide incomplete or incorrect information, we may cancel your order (see section 9), and make an additional charge to compensate us for any extra work that is required.
3.2 Accepting your order. Your order will be deemed to have been accepted once we confirm it by email, at which point, a contract will come into existence between you and us.
You will own the goods once you have paid for them in full. However, the goods will not become your responsibility until we have physically delivered them to you, or to another person who you have notified us is permitted to accept delivery on your behalf.
3.3 If we cannot accept your order. If we are unable to accept your order, we will inform you of this, and will either not charge you or refund you for goods for which you have already paid in advance. There are a number of reasons why we might not accept your order, including, but not limited to, the following: the payment method does not satisfy our security requirements;
we identify an error in the price or description of the goods; your account with us has been suspended or terminated for whatever reason;
we reasonably believe that you are buying goods from us with the intention of reselling them (see section 4.7);
we are unable to meet a delivery deadline you have specified; or there are unexpected limits on our resources for which we could not reasonably plan.
3.4 Your order number. When we accept an order, we will assign it a unique number and confirm this to you. Please confirm this number whenever you contact us about your order.
3.5 Minimum age requirements. We do not accept orders from persons under the age of 16. By placing an order with us, you confirm that you are at least 16 years old.
4. Our goods and prices
4.1 Images on this website. The images of goods (including packaging) shown on this website are for illustrative purposes only. Although we make every effort to display the colours accurately, we cannot guarantee that a customer’s device will display those colours correctly. Thus, goods may vary slightly from those images. Equally, whilst we endeavour to be as accurate as possible, all sizes, weights, capacities, dimensions and measurements indicated on our website, are approximate only.
4.2 Ordering the correct size. You are responsible for taking your own measurements and ensuring that those measurements are correct.
4.3 Authenticity. goods sold via our website are sourced directly from the corresponding manufacturer, and thus are completely legitimate and authentic.
4.4 Prices. The price of goods - including the current rate of Value Added Tax (‘VAT’) - is shown clearly on the order pages of this website, together with the Recommended Retail Prices, as advised by our brands/suppliers. We take all reasonable care to ensure that prices are shown correctly. However, it is possible that incorrect prices may be displayed against goods from time to time.
Where an item’s correct price at the time of order is less than the price shown on the website, we will charge you the lower amount. However, if an item’s correct price at the time of order is higher than the price shown on the website, we will contact you for instruction before accepting your order. Notwithstanding, if we accept an order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as incorrect, we reserve the right to cancel the order, refund any sums paid, and request the return of any goods already despatched.
If you think you have been mischarged, please contact us promptly so that we may investigate.
4.5 Payment methods. All goods must be paid for in full at time of order. We accept payment via PayPal, Mastercard, Maestro, Visa and Visa Debit and American Express. If your payment is declined by your credit card provider or bank, they may charge you a fee: this is beyond our control. Please note that we do not store credit card information, and that this information is processed on our behalf by an authorised third party who also undertakes fraud checks. We also allow payment via a number of Buy Now, Pay Later schemes, available from Klarna Please see their respective information pages for terms and conditions.
4.6 Multi-buy offers. From time to time, we may issue multi-buy offers, for example, ‘Buy one, get one free’. Multi-buy offers cannot be used on permanently-reduced goods, sale goods or brand concessions. If you require a refund or replacement of goods that were subject to a multi-buy offer, then all goods (including those that you would otherwise want to keep) must be returned to us. The free or discounted goods cannot be refunded on their own. Additionally, whenever we issue a multi-buy offer, we reserve the right to apply additional terms and conditions which will be made clear at the time. We also reserve the right to withdraw or amend offers at any time with no notice. No cash alternative will be available.
4.7 Resale of goods. We supply goods for customers’ personal, domestic and private use only. Therefore, if we reasonably believe that you are buying goods from us with the intention of reselling them, we reserve the right to: refuse to accept, or subsequently cancel, your order; or
treat your order as if you are buying goods for the purposes of supplying a commercial enterprise in which case, you will not be deemed to be a ‘consumer’ under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015 and therefore you will not benefit from any corresponding legal rights. Additionally:
you will not have the right to cancel your order contrary to section 8;
only if the goods are found to be faulty or misdescribed, may they be returned to us, and then this must be within 7 days; you will be responsible for paying the cost of postage contrary to section 2.2;
we reserve the right to charge a reasonable handling fee for processing the return.
5. Your right to make changes
5.1 Your rights. If you wish to make a change to your order before we have delivered it to you, please contact us at info@offthehooklondon.com. We will let you know if the change is possible. If it is possible, we will inform you about any resultant changes to the price of the order, the timing of delivery, or anything else which would be necessary as a result of your requested change, and ask you to confirm whether you wish to proceed. If we cannot make the change or the consequences of making the change are unacceptable to you, you can cancel your order (see section 8). In particular, please note that we are unable to cancel or amend an order once it has been passed to our warehouse team for processing: however, this does not prevent you from cancelling and returning the goods to us once you have received them. For further information, please see our returns guidance.
6. Our right to make changes
6.1 Changes to goods. reserve the right to make changes to goods in order to reflect relevant laws and regulatory requirements, or for the purposes of minor technical adjustments and improvements. These changes will not materially alter the goods, or affect your use of them.
6.2 Withdrawing special offers. reserve the right to withdraw any offer, special promotion or promotional code without notice at any time.
6.3 Out of stock goods. If all goods within an order are out of stock, we reserve the right to cancel that order (see section 9) and provide a full refund. However, if only some goods within an order are out of stock, then we will notify you of those goods, but deliver the rest of the order. We will provide you with a full refund for those goods that are out of stock. You retain the right to cancel the rest of your order in line with section 8.
7. Delivery
7.1 Delivery locations. This website is primarily for the sale of goods in the UK.
7.2 Delivery costs. The cost of delivery will be as displayed on our website's delivery section. Please note however that we are not responsible for any additional customs’ claims and expenses which may be incurred in connection with the delivery of goods outside the UK. In these situations, any associated customs’ claims and expenses shall be borne by you. You will also be responsible for complying with all laws and regulations of any country outside the UK into which you import the goods. If we incur any liability due to your failure to comply with customs’ claims and expenses, you will reimburse us in full for all losses and damages.
7.3 When we will deliver your order. the ordering process, we will inform you when we expect to be able to deliver your order. In general, orders will be delivered as soon as reasonably possible, and in any event, within 14 days following our acceptance of an order.
If delivery of your order is delayed by an event outside our control, then we will contact you as soon as possible to inform you, and take reasonable steps to minimise the effect of the delay. Provided we do this, we will not be liable for such delays. However, if there is a risk of substantial delay, you retain the right to cancel your order and be refunded for any goods for which you have paid but not received.
7.4 Delivery addresses. When you place your first order with us, we reserve the right to deliver it to the address registered to the cardholder of the credit or debit card that was used to make payment, regardless of any alternative instruction. After your first order, you may ask us to deliver to a secondary address. We reserve the right to deliver to that secondary address, or to the address registered to the cardholder of the credit or debit card that was used to make payment. As long as we deliver the order to one of those addresses, you agree that we will have delivered the order to you.
7.5 If you are not at the property when your order is delivered. If no-one is available at the property to take delivery and your order cannot be posted through your letterbox, our couriers will leave you a note informing you of how to rearrange delivery or collect your order from a local depot. We will not comply with any instructions that you leave at your property, for example, a note on your door, because we could not verify that this was a genuine note left by you.
If you do not re-arrange delivery or collect your order from a delivery depot within a reasonable time, we will contact you for further instruction. In such circumstances, we reserve the right to charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection, we may cancel your order as per section 9.
7.6 If we cannot gain access to the property. you do not allow us access to the property in order to deliver your order (and you do not have a good reason for this), we may charge you additional fees and/or cancel your order as per section 9.
7.7 If you do not receive your order. you have not received your order within 14 days of despatch, please contact info@offthehooklondon.com, providing sufficient information for us to be able to identify you and the order to which you are referring. We may then send you a Denial of Receipt Letter to complete and return to us. If we subsequently locate the missing order, we will arrange delivery. However, if within 14 days we cannot locate the missing order, we will ask you if you would like us to deliver matching goods to you (assuming they are still in stock) or whether you wish to cancel the order. If within a reasonable period you do not confirm which option you prefer, we will cancel the order.
7.8 Suspended delivery. We may suspend the delivery of an order:
to deal with technical problems or make minor technical changes to the goods;
to make changes to the goods in order to satisfy relevant laws or regulations;
because of changes you have requested to your order (see section 5);
in order to determine whether you are buying goods from us with the intention of reselling them (see section 4.7);
if your payment is on hold whilst fraud checks are conducted; or
if we reasonably believe that you have failed to comply with these terms and conditions. We will usually advise you if we will be suspending delivery of your order, unless the problem is urgent or an emergency. In such circumstances, you may cancel your order, and we will refund any sums you have paid in advance.
8. Your right to cancel an order
8.1 When you can cancel your order. You may cancel an order:
For clarity, nothing in these terms and conditions affects your legal rights.
In all circumstances where you are cancelling an order after you have received the goods, you must return the goods to us. For further information, please see our returns guidance.
8.2 Cancelling an order because of our actions. If you wish to cancel an order for any of the reasons below, we will comply and refund you in full for any goods which have not been dispatched. The reasons are:
8.3 Exercising your right to change your mind. most goods bought online, you have a legal right to change your mind within 14 days of receipt (“the cooling-off period”) and receive a refund.
Additionally, the following terms apply:
8.4 How we will refund you. Where we refund you, we will use the same method as you used for payment. Refunds will be made as soon as possible, and no later than 14 days after the goods have been returned to us.
8.5 Non-refund of returns label.If you purchase a returns label at the time you place your order, this will not be refundable if you do not use it to return the goods to us within the permitted period. This is acceptable under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which distinguish between the goods we sell which may be refundable, and items purchased for the transport of those goods (including the returns label) which are not.
9. Our right to cancel an order
9.1 Cancellation reasons. We reserve the right to cancel an order, or any goods within an order, for the following reasons: we withdraw the goods from sale before despatch to you; your payment is declined by your credit card provider or bank, or you otherwise fail our security procedures; all goods in your order are out of stock; you do not, within a reasonable time, provide us with information that is necessary for us to process your order; you do not, within a reasonable time, allow us to deliver an order to you; we can demonstrate that you are buying goods from us with the intention of reselling them (see section 4.7); you are under 16 years old; you ask us to deliver to a country that we do not support; you misuse our website, or any content, images or material on our website, contrary to section 12; you behave in an abusive or offensive manner towards our staff; or you do not comply with these terms and conditions.
9.2 Cancellation refunds. If we cancel an order for any of the reasons set out in section 9.1, we will refund any money you have paid for goods that we have not provided, However, we reserve the right to deduct reasonable fees in respect of compensation for any net costs incurred as a result of, for example, you not complying with these terms and conditions, your misuse of this website etc.
10. Our responsibility for loss or damage suffered by you
10.1 Foreseeable loss and damage. If we fail to comply with these terms and conditions, we are responsible for any loss or damage you suffer that is foreseeable i.e. loss or damage which is obvious to both you and us, for example, potential loss or damage that you specifically highlighted to us during the ordering process. We are not responsible for any loss or damage that is unforeseeable.
10.2 Limits and exemptions. We do not exclude or limit in any way, our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the goods including your right to receive goods which are (i) as described and match information we provided to you, (ii) as per any sample or model seen or examined by you, (iii) of satisfactory quality, (iv) fit for any particular purpose made known to us, (v) supplied with reasonable skill and care, and (vi) free from defect as defined by the Consumer Protection Act 1987.
10.3 Other losses. are not responsible for a third party gaining unauthorised access to your online account and placing an order with us, unless this is as a result of a proven data breach which was caused by our failure to satisfactorily protect our systems. Thus, it is your responsibility to keep your email address, account log-in details and password safe and secure, and we will treat any orders that we receive from your account as being sent or authorised by you. Equally, we are not responsible for business losses, as we only supply goods for customers’ personal, domestic and private use, and therefore have no liability should you resell goods for profit.
11. Other important terms
11.1 Transfer rights. reserve the right to transfer our rights and obligations under these terms and conditions to another organisation. We will tell you in writing if this happens, and we will ensure that the transfer will not affect your statutory rights. If you are unhappy with the transfer, you may contact us within 30 days to cancel any outstanding orders, and we will refund you any payments you have made in advance for goods not provided. You however may only transfer your rights or obligations under these terms and conditions to another person if we agree to this in advance in writing, except where you transfer your rights under our 28-day returns policy to a person who has acquired the goods from you. Notwithstanding in such circumstance, we may require the person to whom your rights have been transferred, to provide reasonable evidence that they are now the rightful and legal owner of the goods.
11.2 Third party rights. Any contract of sale is between you and us. No other person shall have any right to enforce any of its terms and conditions, except in respect of our 14-day returns policy (see section 11.1).
11.3 Lawfulness. Each of the sections within these terms and conditions operates separately. If any court or other relevant authority decides that any one of them is unlawful, the remaining sections will remain in full force and effect.
11.4 Enforcement. If we do not insist immediately that you take requisite action as a result of these terms and conditions, you are still obligated to comply and it will not prevent us taking steps against you at a later date. For example, if we can demonstrate that you are buying goods from us with the intention of reselling them and we accept your order, we can still take any of the actions permitted by section 4.7 at a later date.
11.5 Events outside our control. will not be liable for any failure caused by an event outside our control, including without limitation, industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
11.6 Prevailing law. terms and conditions are governed by English law, and you are obliged to bring legal proceedings in the English courts. However if you live (a) in Scotland, you can bring legal proceedings in either the Scottish or the English courts, or (b) in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English courts.
12. Use of our website
12.1 Terms. By using our website, you confirm that you accept the terms set out in this section 12. If you do not agree to these terms, you must not use our website.
12.2 Website updates. We regularly update our website and change its content. Any changes to goods or these terms and conditions are dealt with by sections 6.1 and 1.3 respectively.
12.3 Accuracy and availability. We take all reasonable care to ensure that our website is accurate, but we cannot guarantee that it, or any content upon it, will be completely free from errors or omissions. We do not guarantee that our website will always be available or that you will be able to use it without interruption. Access to our website is permitted on a temporary basis, and we may suspend or withdraw all or any part of our website without notice. We will not be responsible for any loss or damage you suffer if our website is unavailable at any time.
12.4 Lawful use of our website. must use our website for lawful purposes only. You must not use our website: in any way that breaches any applicable local, national or international law or regulation; in any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect; for the purpose of harming or attempting to harm minors in any way; to transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam); and to knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.
12.5 Intellectual property rights. We are the owners of all intellectual property rights in our website, and in the images and material published upon it. Those images and materials are protected by international copyright laws. ‘’Off The Hook’ and our logos are our trademarks. All rights are reserved. You must not use any images or material from our website for any commercial purpose, for example, advertising goods that you have bought from us for resale on other websites.
12.6 Links. may create a link from your own website to our website home page (but not to any other page of our website) provided that you do so in a way that is fair and legal, and does not damage our reputation or take advantage of it. You must not suggest any form of association, approval or endorsement by us of you or your website unless we have agreed with you in writing. You must not ‘frame’ our website on any other website.
Third party trademarks. We use third party trademarks on our website for the purpose of describing and identifying the goods that we sell on our website. We are not associated, linked or affiliated with the owners of any third party trademarks we use on our website, and do not endorse their businesses or products.
