EFFECTIVE DATE: 01/10/2019

LAST UPDATED: 01/10/2019

These Terms and Conditions apply to your purchase on our Website John Leo Rose® (www.johnleorose.co.uk), a brand owned by G-Convert SPRL, a company organized and existing under the laws of Belgium, with office at Chemin Bernard Croix, 29 1325 Bonlez, BELGIUM, registered at the Commercial Registry under number BE 0693.817.442 (“G-CONVERT”).

1. ACCEPTANCE OF THE TERMS AND CONDITIONS AND OTHER TERMS

These Terms and Conditions apply to your purchase of the products (“Products”) advertised on the Website (“Site”) and/or any of the Products via one of our subscription plans ("Subscription Plans") listed on our site to you. These Terms will apply to any contract between us for the sale of Products or the provision of Subscription Plans to you ("Contract"). We also have a Privacy Policy, Shipping Policy & Returns Policy, and may have other terms, legal notices and conditions applicable to your purchase on the Website, incorporated herein by reference, and shall, together with the Consumers’ Terms and Conditions be a contractual agreement (“the Terms and Conditions”) between G-Convert ("us", "we", "our" and any similar expression thereto) and you.

Please read these Terms carefully and make sure that you understand them, before ordering any Products and/or Subscription  Plans from our site.

You must accept the Terms and Conditions, in full, before purchasing on this Website. You can accept them in two ways:

(1) If you are Guest by clicking to “accept” or “agree” to the Terms and Conditions, where this option is presented or made available to you, and

(2) If you are a registered customer, by using the Website.

If you refuse to accept these Terms, you will not be able to order any Products and/or Subscription Plans from our site.

 

2. BY VISITING OR BY ANY OTHER USE OF THE WEBSITE, YOU AGREE TO HAVE READ, UNDERSTOOD AND ACCEPTED THE TERMS IN FULL.

Except as otherwise provided, the Terms and Conditions are subject to change at any time and your continued visit on the Website after any change(s) have been implemented constitutes acceptance by you of such change(s).

These Terms, and any Contract between us, are only in the English language.

If you experience any difficulty in understanding these Terms and Conditions, or if you do not agree with the contents thereof, we request that you contact our Customer Services via concierge@johnleorose.co.uk.

3.    CONTACT US

If we must contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

By Email

You can send an e-mail any day and we will answer as soon as possible: concierge@johnleorose.co.uk  Alternatively, you can send us an email via the contact form: https://www.johnleorose.co.uk/pages/contact-us.

To cancel a contract

To cancel a Contract in accordance with your legal right to do so as set out in clause “Your Consumer Right of Cancellation”, you just need to let us know that you have decided to cancel. You can e-mail us at concierge@johnleorose.co.uk. If you are emailing us to cancel a Contract, please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail, then, your cancellation is effective from the date you send us the e-mail. If a Product has already been shipped prior to the cancellation date, your Contract will be cancelled from the next cycle onwards. To be entitled to a refund you must return the product in its original packaging.

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https://www.johnleorose.co.uk/pages/contact-us.

What if you are not fully satisfied with our Services?

In first instance, please contact us via e-mail or by filling in the contact form and we will try to find a solution for you in the most efficient way.

If you are not completely happy, please consult: https://webgate.ec.europa.eu/odr/main/?event=main.home.show

4. YOUR STATUS

In order to place an order on our site, you must be a consumer, not a business or a reseller and be at least 18 years of age.

5. PRODUCT INFORMATION

Product Imagery

The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the Products. Your Products may vary slightly from those images. The packaging of the Products may vary from that shown on images on our site.

 

Authenticity of John Leo Rose® products

John Leo Rose is committed to enforcing its trademark and property rights and to prevent the sale of counterfeit products bearing its trademarks or designs. However, we are aware of counterfeit John Leo Rose® product being sold online or in unauthorised stores.

Product descriptions

Although we have made every effort to be as accurate as possible, all sizes, weights, capacities, dimensions and measurements indicated on our site have a 3% tolerance.

Product Availability

All Products and Subscription Plans shown on our site are subject to availability. We will inform you by e-mail as soon as possible if the Product or Subscription Plan you have ordered is not available and we will not process your order if made.

Our Right to Cancel

We reserve the right to cancel any customer Orders or Subscription plans at any time before a dispatch confirmation is sent to the customer. You shall be entitled to a full refund if we exercise the right to cancel your order after payment has been taken during the checkout process.

Website content

Content on our site is not intended to constitute medical or pharmaceutical advice, or to be a substitute for any advice given by a licenced healthcare professional. You should contact your medical practitioner immediately if you suspect you have a medical problem and stop using any Products or Subscription Plans that you suspect may contribute to the problem or if you experience any adverse effects. You should not use any information or statement about any of our Products or Subscription Plans to attempt to diagnose, treat, cure or prevent any medical condition.

6. USE OF OUR SITE

The Website Terms of Use apply to your use of this website. To consult the Website Terms of Use, click here.

7. HOW WE USE YOUR PERSONAL INFORMATION

John Leo Rose is deeply committed to the relationship of trust we have with you - our consumers. We pride ourselves to create authentic science-driven natural products by leading with our values. As we continue to innovate in how we bring our products to life online, we'll match cutting-edge technology with your privacy interests.

To view John Leo Rose’s Privacy Policy and for more information about our policies and practices with respect to use of cookies and browsing information, click here.

8. CONSUMER RIGHTS

As a consumer, you have legal rights in relation to Products and/or Subscription Plans that are faulty or not as described. Nothing in these Terms will affect these legal rights. You also have a right to cancel the Contract as set out below in clause “YOUR CONSUMER RIGHT OF CANCELLATION”.

 

9. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

Placing an order

To place an order on our site, simply click the Product or Subscription Plan of your choice and go through the checkout procedure.

Order Process

Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

Post Order Process

After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause “Order Confirmation”.

Order Confirmation

We will confirm our acceptance to you by sending an e-mail that confirms that the Products or, where you have ordered a Subscription Plan, the first delivery of Products, have been dispatched ("Dispatch Confirmation"). The Contract between us will only be formed when we send you the Dispatch Confirmation.

Inability to process order

If at any time prior to sending the Dispatch Confirmation, it becomes apparent that we are unable to supply you with a Product or Subscription Plan, for example because a Product is not in stock or no longer available or because of an error in the price on our site as referred to in clause “Incorrect price displayed”, we will inform you of this by e-mail and we will not process your order. In such cases, we will refund you the full amount including any applicable delivery costs charged as soon as possible.

10. OUR RIGHT TO MAKE CHANGES TO THESE TERMS & CONDITIONS

We have the right to change the terms of these Terms and Conditions. If you order with us, please always make sure to review the most updated version.

Every time you order Products or Subscription Plans from us, the Terms in force at that time will apply to the Contract between you and us.

Whenever we revise these Terms in accordance with this clause 8, we will keep you informed and give you notice of this by stating that these Terms have been amended.

If we have to revise these Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected Products and/or Subscription Plans or just the Products and/or Subscription Plans you have yet to receive. If you opt to cancel, you will have to return (at our cost) any relevant unused Products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges, in respect of such unused Products.

 

11. DELIVERY

In respect of Products not forming part of a Subscription Plan, and in respect of the first delivery of Products forming part of a Subscription Plan, we aim to deliver such Products by the relevant estimated delivery date contained in clause “SHIPPING POLICY” depending on the delivery option selected by you when placing the order, which will be within 30 days of the date of the Dispatch Confirmation. Occasionally our delivery to you may be affected by a Force Majeure. See clause “Force Majeure” for our responsibilities when this happens.

Delivery of all Products, whether part of a Subscription Plan or not, will be completed when we deliver the Products to the address you provided to us and the Products will be your responsibility from that time.

You own the Products once we have received payment in full, including all applicable delivery charges. 

If we miss the 30-day delivery deadline for any Products not forming part of a Subscription Plan and in respect of the first delivery of Products forming part of a Subscription Plan then you may cancel your order straight away if any of the following apply:

  • we have refused to deliver the Products;
  • delivery within the 30-day delivery deadline was essential (considering all the relevant circumstances); or
  • you told us before we accepted your order that delivery within the 30-day delivery deadline was essential.

If you do not wish to cancel your order straight away under paragraph above, or do not have the right to do so this paragraph above, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your order if we do not meet the new deadline.

If you do choose to cancel your order for late delivery under above-mentioned paragraphs, you can do so for just some of the Products or all of them, unless splitting them up would significantly reduce their value. If the Products have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this. After you cancel your order, we will refund any sums you have paid to us for the cancelled Products and their delivery.

 

12. SHIPPING POLICY

Shipping to the following destinations

We only accept orders from residents in the following regions and countries:

ZONE

COUNTRIES

UK & I

United Kingdom, Ireland, Isle of Man

 

We are unable to accept orders from residents living in the Rest of the World. In such cases, you will receive a message during checkout that we are unable to deliver to your country destination. 

Delivery service & charges

We strive to process orders for delivery within 36 hours on working days (Monday to Friday, excluding UK Bank Holidays). Please place your order before 1pm GMT time for us to ship your JLR Inner Rise + Morning Power Kit on that day. You will receive an email once your order has been dispatched. We will deliver the merchandise in accordance with the delivery option selected by you at checkout. If you have any queries or special requirements, please contact us at concierge@johnleorose.co.uk.

We shall ensure that your renewal is processed in time for you to receive in advance your next supply of John Leo Rose.

Delivery times and services vary for different countries, please take the following as a guide from the date of dispatch:

ZONE

COUNTRIES

SHIPPING CHARGES

CARRIER & TIMING

UK & I

United Kingdom, Ireland, Isle of Man

Free for all deliveries

Royal Mail 48H

 

Rules & restrictions:

Orders are processed for delivery within 36 hours on working days (Monday to Friday, excluding UK Bank Holidays). Please place your order before 1pm GMT for us to ship your JLR Inner Rise + Morning Power Kit on that day.

All expedited orders require a correct street address, and ZIP code if applicable. We do not accept deliveries to PO Boxes.

Applicable laws & regulation

You must comply with all applicable laws and regulations of the country for which the Products are destined regarding the use to which the Products are put. We will not be liable or responsible if you break any such law.

 

13. RETURNS

The John Leo Rose Promise

We believe John Leo Rose combines instantly visible results with long-term skin health benefits for men. Our formulation contains only active ingredients that are scientifically proven to energise, strengthen, protect and rejuvenate healthy male skin. The formulations have been established thanks to our extensive research and consultation with pharmacists, dermatologists and cosmeticians, together with the latest advances in “beauty from within” skincare. We want you to be 100% satisfied with your purchase and stand by the superior quality of our products.

Should you for any reason be unhappy with your purchase or subscription, upon product kit return we will issue a product exchange or refund of the purchase price*.

Return Policy

  • Returns are accepted within 30 days of receipt.
  • Any product issues must be reported within 14 days of shipping.
  • *Returns must include all products shipped, including any gift with purchase, promotional products or samples.
  • We will refund the purchase price paid for the item(s) plus any tax paid on the item(s), less any discounts, rebates, credits or refunds already given to you in connection with such products.
  • We cannot accept returns on products that have been used more than 30%.
  • Original shipping and handling charges are non-refundable (if applicable).
  • Products specified as non-returnable or not for resale cannot be returned.
  • Please allow 20 business days for John Leo Rose to receive and process your return.
  • Products must have been purchased directly from John Leo Rose (our website). We cannot accept returns of products purchased from other retailers. For returns purchased through these channels, please contact the store directly.
  • Customers are responsible for return shipping costs, except for orders with product issues that have been reported to and agreed upon by our customer service

How to Return

Should you decide to return an order please follow the steps as explained below:

STEP 1: Browse to the John Leo Rose Returns Centre and enter your order number and shipping postcode: https://www.johnleorose.co.uk/pages/returns-centre.

STEP 2: Select the complete JLR Inner Rise + Morning Power Gel Kit. We kindly ask you to always return the full product kit.

STEP 3: Select the reason for returning the JLR Inner Rise + Morning Power Gel Kit as well as how you’d like to proceed. We can either replace your kit or refund your order.

STEP 4: Our Customer Service has now been notified and will be in touch. Please print your returns label and ship the product kit back to the address indicated on the returns label.

John Leo Rose Customer Service
Liliput Rd
Northampton NN4 7DT
United Kingdom 

We recommend that your return your items by recorded delivery as we cannot be held responsible for returned goods that do not reach our Returns Department.

STEP 5: On receipt of the returned goods we will give you a replacement or refund of the amount paid for the goods. Replacements will be sent out immediately. Refunds could take up to 20 working days although it will be actioned immediately. We do not refund the original delivery charge unless the goods are faulty or have been incorrectly supplied.

Please note that postage or other return costs will be the customer's responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.

Returns Instructions

Pack the item(s) securely in the original product packaging, if possible. Please include all return paperwork, parts, and accessories. All promotional offers must be returned in their entirety. All returned items are inspected before a refund is made and must be returned in original condition, to ensure applicable credit.

In case of questions, please email us at concierge@johnleorose.co.uk. Remember to retain your Order invoice with your Order number.

As soon as we have received your return, we will notify you by email and proceed with the return check and validation. Once it has been approved, you can expect your refund to be credited within the next 5 working days but please allow up to 20 business days to receive the funds. Refund times are dictated by the issuing bank, credit card company or payment provider (e.g. Paypal) and are outside our control. Note that refund process will only start when the product is received at our Customer Service; we cannot process a refund if at the same time you have requested a charge back from your credit card company, your bank or your payment provider. This is required to avoid any fraud.

Price adjustments will be honoured for recently purchased items up to 14 days post purchase. Price adjustments do not apply to Subscription orders.

Damages or faulty products

If you received an item which is damaged or defective upon arrival, please contact our customer service department immediately via concierge@johnleorose.co.uk. You have the right to a replacement (or a full or partial refund where replacement is not available) provided you inform us reasonably quickly and within 28 days.

Please mention your order number in the email. If you do not know your order number, please visit Your Account page to find the number in ‘My Orders‘ or previous e-mail communication. In addition, please be prepared with a detailed description of the damage or defect before contacting us.

 

Credit Inquiries

You can expect a refund in the same form of payment originally used for purchase. As soon as we proceed with the refund, we will notify you by email. Your refund should appear on your bank statement within 5-10 working days from receipt of the item(s) to the warehouse. Refund times are dictated by the issuing bank, credit card or payment provider and are outside our control. Please consult your bank for more information.

If an item is returned that does not comply with this Return Policy, we will send the item back to you and not refund you. This includes any items that are returned outside the 28 calendar day returns period.

14. YOUR CONSUMER LEGAL RIGHTS & RIGHT OF CANCELLATION

Our returns policy is in addition to your consumer legal rights. If you are a consumer, you have a 14-day legal right to cancel a Contract from the day you take receipt of the products under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in this clause “Consumer Legal Rights”. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product or wish to unsubscribe from a Subscription Plan, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

Our Returns policy allows you to send back unwanted product within 30 days for a refund. However, if you want to make sure we don't charge your card, you must give us at least 1 working day’s notice ahead of your order date to allow us to postpone or cancel your order. Therefore, if you have an order due to ship on Monday and don't want it to go ahead, you must let us know no later than 5 pm GMT the previous Friday. 

How to cancel:

To cancel a Contract, you just need to let us know that you have decided to cancel, provided you return the Products to us if they are delivered to you before or after you cancel the Contract. The easiest way to do this is to email concierge@johnleorose.co.uk and we will e-mail you back to confirm we have received your cancellation notice.

You can also post your cancellation to:

John Leo Rose
Rue de Bois-Seigneur-Isaac 40/5,
B-1421 Ophain-Bois-Seigneur-Isaac
Belgium

If you are e-mailing us or writing to us please include details of your order to help us to identify it (your name, order number and date). If you send us your cancellation notice by e-mail or by post, then, provided you return the Products to us if they are delivered to you before or after you cancel the Contract, your cancellation is effective from the date you send us the e-mail or post the letter to us.

If you cancel your Contract, we will:

  • refund you the price you paid for any Products or Subscription Plan; and
  • make any refunds due to you as soon as possible and in any event within 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information on how to return a Product to us, see clause “Returns”.

Returning faulty or misdescribed products

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 the returns policy in this clause 9 or these Terms.

If you have returned the Products to us under this clause because they are faulty or misdescribed, we will refund the price of a defective Product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us at the address specified.

Credit Inquiries

We refund you on the credit card or debit card used by you to pay. In exceptional circumstances, we may agree to a refund beyond the usual cancellation period. Where more than 90 days have passed since the purchase for which a refund has been agreed, these refunds will be paid via BACS transfer, and as such, we will require valid bank details in order to complete the transaction. Any refund beyond the normal cancellation period will be entirely at our discretion. 

If Product(s) were delivered to you before or after you cancel your Contract:

  • you must return the Products to us as soon as reasonably practicable and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract via the Returns Centre: https://www.johnleorose.co.uk/pages/returns-centre
  • unless the Products are faulty or not as described (in this case, see clause 9.6), you will be responsible for the cost of returning the Products to us;
  • you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.

 

15. PRICE OF PRODUCTS, SUBSCRIPTION PLANS AND DELIVERY CHARGES

Price display

The prices of the Products and Subscription Plans will be as quoted on our site at the time you place your order. We use our best efforts to ensure that the prices of Products and Subscription Plans are correct at the time when the relevant information was posted on our site. However, if we discover an error in the price of any Product(s) and/or Subscription Plan(s) you have ordered, please see clause “Incorrect Price Displayed” for what happens in this event.

Price Changes

Prices for our Products when ordered individually and not as part of a Subscription Plan may change from time to time, but changes will not affect any such order which we have confirmed with a Dispatch Confirmation.

We may change the price of the Subscription Plans on giving you a minimum of 30 days' notice. We shall inform you of any such change to the price of Subscription Plans by either:

  • Publishing the planned price changes on our Website; or
  • E-mailing or sending by post details of such price changes to you.

Value Added Tax (VAT) & Custom Charges

The price of a Product or Subscription Plan includes VAT (where applicable) at the applicable current rate chargeable in Belgium for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

If your delivery address is outside of the European Union, you may be required to pay import duties and taxes when your order reaches your country. These and any additional charges for customs clearance are your responsibility. All orders are fulfilled and dispatched from the United Kingdom.

Incorrect price displayed

It is always possible that, despite our best efforts, some of the Products or Subscription Plans on our site may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that where the Product or Subscription Plan’s correct price is less than the price stated on our site, we will charge the lower amount when dispatching the Products to you. However, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products or Subscription Plans to you at the incorrect (lower) price and if the Product or Subscription Plan’s correct price is higher than the price stated on our site, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Product or Subscription Plan at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

 

16. PAYMENT

Pricing Policy

All prices shown are inclusive of VAT. From time to time, we may offer prices or additional discounts for purchases made online.

 

Methods of Payment

We accept most major debit and credit cards as well as local payment methods. We also accept PayPal and other payment service providers, depending on the country of residence. We don't accept cash, cheques or telephone orders.

If you are concerned about whether your purchase in our online shop is secure, please be assured that we use systems and software to protect your purchase (as detailed in the Payment Security Section).

We currently accept Visa, Mastercard, American Express & Paypal for Auto Replenish purchases. 

For more information about the accepted Methods of Payment, click here.

Important Information about Payment:

Payment for the Products, Subscription Plans and all applicable delivery charges is made in full and in advance. Credit Cards are not charged until order items are shipped.

All card holders are subject to validation by both us and the card issuer, to ensure payment security and prevent fraud.

Please note that we reserve the right to contact you for further information, if there is an issue with your payment.

 

Payment Security

We take security very seriously, so your personal details will be protected. We use the industry standard encryption protocol known as Secure Socket layer (SSL) and other reasonable measures to protect your information from unauthorized use or disclosure. All the confidential data like payment information is encrypted and transmitted through a secure channel using SSL encryption.

Should any unauthorized charges appear on your credit card or payment provider as a result of shopping with us, you must notify your credit card provider in accordance with its reporting rules and procedures.

Please note that we never ask a customer to confirm any account or credit card details via email. If you receive an email claiming to be from John Leo Rose® asking you to do so, do not respond and send us an e-mail.

Contract for Subscription Plan

If you enter into a Contract for a Subscription Plan, the Contract shall last for a period of one year and shall automatically renew at the end of that year, unless terminated by you under clause “Your Consumer Right of Cancellation”.

By subscribing to a Subscription Plan, you authorise us to use the card details you provide to us to take an initial payment for the subscription fee for the first 4 weeks of the Subscription Plan. Thereafter, unless you cancel the Contract under clauses “Your Consumer Right of Cancellation”, we shall take recurring payments every 28 days for the relevant subscription fee, the first of such payments to be taken 25 days after the initial fee is taken to ensure continuous supply. If your card expires at any time, or we are otherwise unable to take payment from it, you must provide us with an alternative payment method. We reserve the right to suspend the subscription of any customer that has not paid all their subscription fees.

Our Right to cancel a Subscription Plan

We reserve the right, at our absolute discretion, not to renew your Contract for a Subscription Plan. If we choose not to renew your Contract, we shall be under no obligation to give you reasons for our refusal.

 

17. SUBSCRIPTION PLANS

If you order a Subscription Plan, you will:

  • Receive regular deliveries of Products every 4 weeks in accordance with the delivery plan contained in the Dispatch Confirmation; and
  • Have access to an account on our site, via the username and password you created when registering to use our site, through which you can amend or edit your delivery and billing details and defer your subscription delivery dates or cancel Subscription Plans.

 

18. DISCOUNTS & OFFERS

Discount codes on the John Leo Rose website must be inputted correctly, as instructed during checkout, for the discount to apply to your purchase.

Discounts that we offer may apply for a limited time and may also be limited to specific products. These limitations will align with the offer wording.

Each discount code may only be used once per customer.

Discount codes cannot be used in conjunction with any other discount.

Discount codes are intended for consumer use only. Business use is strictly prohibited. We will consider any orders with over 6 units as potential business use. We reserve the right to refuse your order if we believe it is for non-consumer use. In such circumstances we shall cancel your order and provide you with a full refund.

We reserve the right to withdraw an offer or discount code at any time.

In cases that we deem to be in breach to our Terms and Conditions we reserve the right to cancel orders and issue a full refund for any payments made by you.

19. YOUR ORDER

Order Status

Check the status of your most recent orders by visiting Your Account or follow the link provided in your e-mail.

When you click on Log in, you will be prompted to enter your e-mail address and password. An order summary page will provide you with detailed information about your current order or past orders.

Please note: order information may not appear in your order history for up to 1 hour after you place your order.

The following list of status messages and their meanings will help you to understand what's going on with your order.

 

In Progress: Your order has been submitted and the information you entered during checkout is being processed. All orders are subject to availability. If an item is unavailable after the order is made, you will be contacted.

Dispatched: The items have shipped from our warehouse and are on their way to the shipping destination indicated by you during checkout.

Cancelled: If an error occurs during payment or order processing, it first goes into suspension while we attempt to reach you for verification, and then it is cancelled. Once an order is cancelled, it cannot be processed; you have not been charged for the order. You will need to re-place the order on our website.

Returned: If you returned an item to our warehouse, this status lets you know that we have received the item.

Refunded: Your return has been accepted and we refund the amount due within 5 to 10 working days of receiving your return. Please note that refund times are dictated by the issuing bank and are outside our control.

If you have created an account with us, we will keep a record of your order history for two years. To access and review your order, log on to our website and click on “order history”. If you do not have an account, please note that we have sent you an email containing your purchase information upon ordering, and that you may have stored this email. Alternatively, you can contact Customer Service during a two years period as from the purchase in question to request for the relevant purchase information.

 

Changes or Order Cancellation

We will show you an order preview screen before you finalize your transaction and place the order; you should review the information carefully and may correct any errors at that time by clicking the "Edit" button.

After you have clicked ‘Pay now,’ your order begins to process, and you cannot change your order. You can cancel an order as long as we have not yet processed it. To make buying items on the site as efficient as possible, we aim to process your order within 36 hours of you placing it. So if you want to cancel your order and re-enter a new one, contact Customer Services within this timeframe on concierge@johnleorose.co.uk, within opening hours of Customer Service.

If your order has already been processed, you will need to wait until you receive it, and then return the products that you want to return. Please refer to our Returns Section for more information.

Occasionally, orders may be cancelled by our system for various reasons. Possible reasons are:

  • Product(s) not available.
  • Difficulty in processing your payment information.
  • Cannot ship to address provided.
  • Duplicate order was placed.

If your order is cancelled, you will receive an email with cancellation explanation. You will not be billed for any cancelled items.

 

20. YOUR ACCOUNT

Create an Account

An account offers you a safe, easy and fast way to order. You can save several addresses. It also serves to track your orders. To receive e-mail updates on special promotions, new product announcements, gift ideas and more, don’t forget to sign up to the newsletter!

To open an account, click on Register an Account, or when you place an order, you will be prompted to log in with your e-mail address and password.

Any details you give us are completely confidential, in accordance with our Privacy Policy and Website Terms of Use.

 

Forgotten Password

If you have forgotten your password, click on Log in now and then on the ‘Forgot your password’ link. Fill in your email address to reset your password and we'll email an email to reset your password immediately.

 

Change Information

It's easy to change your account information online, at any time. Simply click on Log in to access your account. If you have forgotten your password, click on the ‘Forgot your password’ link and we'll email you a new one straight away.

Any details you give us are completely confidential, in accordance with our Privacy Policy.

Conformity of Products

In addition to our John Leo Rose promise, please note that under European laws you as a consumer are provided with a mandatory guarantee on the goods we sell.

Out of Stock

While we make every effort to maintain an ample supply of our stock, there is always the unlikely possibility one of our products runs out of stock.

If you have more than one item in your order, we will ship you the available products and reimburse you for the non-available ones.

21. Third Party Links

Creating or maintaining any link from another website to any page of this website without our prior written permission is prohibited. Running or displaying this website or any information or material displayed on this website in frames or through similar means on another website without our prior written permission is prohibited. Any permitted links to the website must comply will all applicable laws, statutes, rules and regulations.

 

From time to time, you may find on our website a link to other websites that are not owned, operated or controlled by us our trusted business partners. All such links are provided solely as a convenience to you.

 

22. OUR LIABILITY TO YOU AS A CONSUMER

Our liability

If 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, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the Contract.

Private use

We only supply the Products for domestic and private use. You agree not to use any of our products for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We do not in any way exclude or limit our liability for:

  • death or personal injury caused by our negligence;
  • fraud or fraudulent misrepresentation;
  • any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
  • any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); or
  • defective products under the Consumer Protection Act 1987.

23. FORCE MAJEURE

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by a Force Majeure. A Force Majeure (Event Outside Our Control) is defined below in clause “Definition “Force Majeure””.

Definition “Force Majeure”

A “Force Majeure” means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other 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, failure of public or private telecommunications networks, impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

In case of a “Force Majeure”

If a “Force Majeure” takes place that affects the performance of our obligations under a Contract:

  • we will contact you as soon as reasonably possible to notify you; and
  • You may cancel a Contract affected by a “Force Majeure” which has continued for more than 30 days. To cancel please contact us. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.

 

24. COMMUNICATIONS BETWEEN US

When we refer, in these Terms, to "in writing", this will include e-mail.

You may contact us as described in clause “Contact Us”.

If we need to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

25. OTHER IMPORTANT TERMS

Transfer of rights and obligations

We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms.

You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

This contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.

Paragraphs of these Terms and Conditions

Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

Performing of obligations under these Terms and Conditions

If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

Performing of obligations under these Terms and Conditions

Please note that these Terms are governed by Belgian law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by Belgian law. You and we both agree to that the courts of Belgium will have exclusive jurisdiction; however, we reserve the right to bring proceedings against customers in their country of residence.

Contract Copy

We will not file a copy of the Contract between us.