Terms and Conditions

1.1 Access

You are provided access to the website for your personal and non-commercial use only. Any access to, or use of, this website will be in accordance with these terms. Please note that we may suspend your access to the website if you do not comply (or we reasonably believe that you are not complying) with these terms, any other terms or policies to which they refer, or any applicable laws.

You may not use the website or its contents to:

• download or modify the website under any circumstances;
• interfere with or disrupt any network connected to the website;
• gain unauthorised access to other computer systems owned by Towobo Group;
• for any purpose which is unlawful.

In addition, you may not, in relation to the website, use any:

• data mining, robots, or similar data-gathering and extraction tools;
• framing techniques to enclose the trademarks, logos and other proprietary images, text layouts and formats that we use on the website;
• meta tags or any other ‘hidden text’ that uses our name or trademarks
• using the website does not give you permission to link to it or to use any of the trademarks, designs, get-up and/or logos contained within it.

We do not represent or warrant that the material contained in the website, or any of the functions of the website and the server, will operate without interruption or delay or will be error-free, free from defects, viruses or bugs, or compatible with any other software or material. The website is provided ‘as is’. Accessing the website is entirely at your own risk.

Please note: if you choose to access the website from locations outside the UK, you are responsible for compliance with local laws where applicable.

If you have any difficulties using the website, please contact our Customer Service team or refer to our Accessibility Statement.

1.2 Ownership, Use and Intellectual Property Rights

This website and all intellectual property rights in it, including but not limited to any content, are owned by Towobo Limited. Intellectual property rights means rights such as copyright, trademarks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind, whether or not they are registered or unregistered (anywhere in the world). We reserve all of our rights in any intellectual property in connection with these terms and conditions.

Nothing in these terms and conditions grants you any legal rights in the website other than as necessary to enable you to access the website. You agree not to adjust, circumvent or delete any notices contained on the website (including any intellectual property notices), or any digital rights or other security technology embedded or contained in the website.

1.3 Hyperlinks and Third-Party Sites

The website may contain hyperlinks or references to third-party websites other than the website. Any such hyperlinks or references are provided for your convenience only. We have no control over third-party websites and accept no legal responsibility for any content, material or information contained in them. The display of any hyperlink and reference to any third party website does not mean that we endorse the third-party’s website, products or services. Your use of a third party website may be governed by the terms and conditions of that third-party website.

2.1 Eligibility to order

You must be over 18 years of age and:

• provide us with your real name, contact information and payment details when creating an order;
• provide us with a delivery address;
• possess a valid payment method that works on our website.

2.2. Order Acceptance

All orders placed on the website are subject to acceptance in accordance with the following:

• You will be given the opportunity to confirm the details of your order, including your address and payment details, prior to completing your order.
• When you place an order, we will send you an acknowledgement email to let you know that we have received your order. This is not an order confirmation or acceptance.
• We will send you a confirmation email to confirm that your order has been dispatched for delivery. This is confirmation and acceptance of your order.
• Unless otherwise agreed, your order will be delivered within 30 days of confirmation of your order. Where we are unable to deliver your order within this period, we reserve the right to cancel your order.
• Once you press the ‘Pay Now’ button, you have given us permission to process your order as requested.

We may be unable, or refuse, to accept your order because:

• one or more products in your order are unavailable;
• we are unable to process payment for your order, or your chosen payment method has been refused;
• we have identified a pricing or product description error;
• your order fails to meet the requirements of local import restrictions or requirements at your delivery destination.
• you fail to meet our order eligibility criteria or have failed to comply with our terms.

If we are unable to accept your order, our Customer Service team will be in touch with you as soon as possible.

2.3 Prices, Payment and Charges

• Towobo has subcontracted certain aspects of the website’s operation, including payment processing, to a third-party provider.
• We take care to ensure products are priced correctly on our website, but occasionally pricing errors may occur. If we have made an error in the price of a product that you have ordered, our Customer Service team will contact you. You will have the option to reconfirm your order at the correct price or cancel it.
• Please note prices for products on our website may change and offers may be withdrawn at any time.
• Sales Tax or VAT may be charged depending on the shipping destination. All taxes will be shown in your shopping cart and be available for you to review before making payment. They will be included in the final payment amount. Buyers will be liable for any tax or fees not deducted by us in their local country.
• Delivery costs are not included in the prices of goods displayed in most cases and will be included at checkout for you to review before making payment.
• Depending on your delivery address, different taxation rules and additional charges may apply. If you are shipping items internationally, you may need to pay import duties upon receipt of the products. We will notify you during the checkout process if import duties are included or if you need to pay them separately. If they are not included, we do not have any control over these charges and we cannot advise on their amount. You will be responsible for payment of any such import duties and taxes that are not included. Please contact your local Customs office for further information and a ‘landed cost estimate’ before placing your order.
• All credit and debit cards are subject to validation checks and authorisation by your card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment, we will not be liable for any delay or non-delivery.
• Should you choose to cancel or return products purchased in a promotion or at a discounted price, you will be refunded for the goods at the price charged at the Checkout. Please note: you are subject to our Returns Policy when returning products purchased in a promotion or at a discounted price.

2.4 Product Descriptions, Ingredients and Restrictions

• We do not guarantee that the product images you see on our website are an accurate representation; occasionally, colours may differ from the images shown on the website due to your computer/device screen resolution or settings. For further information on products prior to making a purchase with us, please contact our Customer Service team.
• All products are subject to availability at the point of purchase. Once a product is sold out, it will be taken off the website and may not be available again. If any products you order are out of stock, we will contact you so that you can cancel the whole or part of your order.
• Substitutions will only be made with your prior consent. If a replacement product has a higher price, you will be liable to pay for the difference in price. If we are unable to contact you, we may cancel the whole order, or cancel the relevant parts and proceed with the transaction.
• We cannot be held liable for any allergic reactions in relation to the use or consumption of products.

For specific information about ingredients and allergies in any of our food products, please refer to the specific product page or contact our Customer Service team.

3.1 Delivery Options

Our delivery options and prices may vary by shipping destination, product and service. You will have the option to select your preferred delivery options before you confirm your order.

3.2. Delivery Carriers and Time

Deliveries will be carried out by third-party couriers. By placing an order on the website, you agree to the conditions of carriage of our delivery partners. Please refer to their website for full details or see our FAQs.

The estimated delivery date of the products will be stated in your order confirmation email. If you do not receive an estimated delivery date from us, please contact us. We will try to ensure that your order is delivered by the estimated delivery date; however, there may be circumstances where delivery is delayed because of events beyond our reasonable control. If this happens, we will try and arrange for your products to be delivered as soon as possible; however, we will not be liable for any losses caused as a result of such delay.

Please note: there may be occasional delays with delivery due to busier periods such as the Towobo Sale or Rewards promotional weekends. In such instances, our Customer Service team can advise you further on the expected delivery date for your order.

In certain circumstances, our delivery partner may offer alternative delivery options, including the following options: signature release – opting out of the requirement to provide a signature on delivery; and/or leave with neighbour – redirecting the delivery to a neighbour (‘On Demand Delivery Service’). By selecting to receive your order via one of these options the On Demand Delivery Service, you acknowledge and agree that we are neither responsible nor liable for any loss or damage that may result from this service.

On occasion, we may experience delivery delays for reasons beyond our control. In those instances, our Customer Service team will contact you as soon as possible. Please note: product exclusions apply including but not limited to third-party companies and our brand partners.

3.3 Proof of ID

Most orders may require proof of ID upon delivery.

3.4 Delivery Restrictions

We can only deliver to one shipping address per order.

We may be unable to deliver certain products to certain countries due to restrictions. These restrictions are subject to change depending on a number of factors, including local import laws.

3.5 Delivery Taxes & Duties

Depending on your delivery address, different taxation rules and additional charges may apply. If you are shipping items internationally, you may need to pay import duties upon receipt of the products. We will notify you during the check-out process if import duties are included. Unfortunately, we have no control over these charges and we cannot advise on their amount. The payment of any such import duties or taxes is your responsibility. Before placing your order, please contact your local Customs office for further information and a ‘landed cost estimate’. Towobo Limited is not responsible for items confiscated or delayed by local Customs authorities.

For US customers, we do not collect sales or use tax in all states. Your purchase may be subject to sales or use tax unless your state is exempt from taxation. Many states require a sales/use tax return filing at the end of the year for taxable purchases that were not taxed (including internet purchases) and payment of use tax on those purchases. For more details, please contact your local customs office/respective tax authority.

It is your responsibility to comply with all requirements imposed by the local Customs authority in relation to your order. This may include the provision of identification information in order to receive your order. Before placing an order, we recommend that you make yourself aware of local import duties or other requirements. We will not be liable or responsible if you breach any such laws.

Certain countries may also require other certifications or information for your order to be delivered, which may delay your delivery (by approximately seven days on top of the destination’s standard delivery time). Please note: if we are unable to obtain the relevant documentation required for your delivery, we may need to cancel your order.

Towobo shall not be liable for any losses or expenses suffered, or any disappointment caused by your failure to collect your order within the time frames above if you fail to provide appropriate documentation to collect your order

4.1 Online Returns and Cancellations

Please see Towobo’s Returns Policy below. This policy may be changed from time to time at our discretion.

4.2 Returns Process

Returns are only permitted if the seller agrees to voluntarily accept the products back. Any refund amount as a result of this will exclude any delivery costs and charges applied by us on the transaction. You can raise a complaint if the products do not match what was agreed upon and the seller refuses to accept the product back. You will be liable to arrange and cover the full cost of returning the product to the supplier in most cases.

Please see our FAQs for further information.

4.3 Order Cancellation

You have a legal right to cancel your order within 24 hours of placing it.

To exercise this right, please log in to your account and click cancel on the order. You can contact our Customer Service team if you are having any issues. Please ensure that you state clearly that you wish to cancel, providing your order number, your contact details and details of the products you wish to cancel.

If an order has already been dispatched for delivery, please wait until you have received your order before exercising your return rights.

4.4 Refunds of Shipping and Duties

While sellers may accept returns for some orders, the original delivery cost won’t be included in your refund. Please note: if you return an item, the taxes and import duties will be refunded to you if they were originally included in the purchase price. If they were not included, you will be responsible for reclaiming duty directly from your local Customs office.

4.5 Towobo Returns Policy

In addition to your statutory rights, Towobo offers the following rights of return:

• Refunds will be provided against the original form of tender.
• If through your handling the products have decreased in value, we may deduct the amount of such loss from the amount reimbursed to you.
• If you are returning your product, please ensure you use a delivery service that offers insurance and tracking otherwise we will be unable to process your refund if the seller claims they have not received the items back.
• Refunds and exchanges on purchases made on an event day or with another promotional discount will be calculated at the reduced price. Where a complimentary gift has been issued with a purchase, the gift must also be returned.
• Returns are subject to the exclusions and restrictions listed below (please see ‘Non-Returnable Products’ below). If you have any issues, please contact our Customer Service team.
• Purchases made during our Christmas or Summer Sale periods may be subject to different returns policies. Please refer to our FAQs for further details.

If you believe your products are faulty, please contact the seller and if you are not able to resolve it then contact our Customer Service team.

Non-Returnable Products The following products cannot be returned:
- Products that are personalised, bespoke, altered or otherwise made to your specification
- Any other products designated as non-refundable at the time of purchase
- Limited-edition items

Refunds and exchanges will not be permitted for purchases made on Sale purchases after the last day of the applicable Sale.