Terms & Conditions
RETURNS & REFUNDS
We’re sure you’ll love the item you’ve purchased, but if it arrives damaged, please contact us at hello@mottaliving.co.uk straight away. We need to know within three days (and this includes weekends) what the damage is and if you can take a photo that would be extra helpful. You can call us on 01386 257654, and we’ll arrange an exchange. If you don’t contact us to report the damage within five days, then we can’t refund or exchange.
CHANGED YOUR MIND?
If you wish to return the item, please email us at hello@mottaliving.co.uk. Let us know why you want to return the product and send it back within 14 calendar days of receiving it. It will need to be unused. We’ll gladly offer a full refund back onto your card. Or we can organise an exchange or gift vouchers to the total value of the item. You’ll need to cover the cost of return postage.
If you return the item after 14 days, but before 30 days then we only refund the value in vouchers. After 30 days, we don’t accept any returns.
BASKETS
Motta Living will offer refunds or exchanges on any basket received that’s been damaged on its journey to you. Our baskets are handmade, which means no two are the same. We will try and send you the closest match for size and colour when you order more than one. We will exchange baskets if there is a dramatic variation in colour. And we can send images of the baskets before you buy if you let us know this is what you want.
Have a read of the following:
- Our baskets are handmade and naturally, vary in size and colour. This can be by a few centimetres, but the dimensions shown on the website are a good average of the size given by our suppliers.
- Any colour variance is due to the rattan/wicker being from a living plant, and each plant is individual.
- When you buy more than one baskets, we try to get the size and colour are as close as possible to each other. But this cannot be guaranteed and is the beauty of choosing to have a handmade basket in your home.
PLEASE NOTE
Personalised, bespoke, made-to-order, special orders (orders taken/made at the customer’s request), wallpaper orders, personal or perishable items are non-refundable, unless faulty. Also, we cannot offer a refund via cash or cheque.
SALE/OUTLET
Sale items can either be exchanged or credit vouchers given (at sale value). We don’t offer cash refunds on these products. You’ll be responsible for getting the product back to us unless it’s faulty.
When returning your item, you need to package it carefully in the original packaging. Make sure it’s secure and send it by the Post Office or courier. We recommend that you use an insured and tracked service. Make sure to keep all the details of posting.
Motta Living cannot accept any liability for loss or damage of the item in transit. If it arrives back damaged, we will email you with images of the product. Should you need the defective product returned, this will be a chargeable expense, and we do not refund for these products.
If you live overseas, then our refunds are processed in sterling. Motta Living takes no responsibility for changes in the exchange rate. Please consider this before placing any orders.
If you do need any help, then please call one of our friendly customer service advisors on 01386 257654, who will be glad to assist you.
Please address any returns to:
Motta Living
The Cottage
Gooms Hill
Abbots Morton
Worcestershire
WR7 4LT
STOCK AVAILABILITY
We try to keep our items in stock at all times. However, we don’t include products made-to-order in this. But you’ll know as we explain this in the product description. If an item is out of stock, we’ll email or call to let you know when we expect to deliver it. We’ll always give you an option to wait or cancel your order at this point.
PAYMENT
Motta Living uses Trust Payments or PayPal to accept payments. For full information about Trust Payments and PayPal, please visit their websites at www.trustpayments.com and www.paypal.com
We do accept cheques, but you’ll need to wait five days for them to clear before we can ship your order. There’s an admin fee of £1.50.
Please make cheques payable to MOTTA LIVING LTD and send it with details of your order, name, address and landline telephone number to:
Motta Living
The Cottage
Gooms Hill
Abbots Morton
Worcestershire
WR7 4LT
I’m afraid we don’t take American Express.
ORDER CANCELLATION
If there’s a problem with delivery on your order after you’ve paid for it, you have five days to cancel your order from the point we’ve let you know. However, if you’ve ordered something bespoke, made-to-measure, special, food or a non-standard item, we can’t cancel the order once it’s been placed. This is because we’re making this order especially for you and we can’t resell it. Therefore, if there are outstanding payments, these will automatically be taken from your payment card.
PRIVACY & SECURITY
DATA PROTECTION GUARANTEE
We fully understand any sensitivity that you may have when leaving information on websites. We will guarantee that we will not pass on private information to third parties. When you agree to our Terms and Conditions, you are agreeing to receive communications from us. At any point, you can opt out by clicking the ‘Unsubscribe’ link in our emails.
Motta Living operates a ‘Trust Payments’ and ‘PayPal’, secure payment gateway for our customers. Please log on to www.trustpayments.com and www.paypal.com for further details regarding their security.
Your data is stored in compliance with GDPR. We know this isn’t exciting stuff, but it’s important because it means your private data is safe. If you need any more information, do get in touch.
OTHERS
You’ll get an email confirmation when we’ve received your order or payment. It’s not an acceptance of your order, and we retain the right to get in touch with you if there are any complications. This can include things like delivery charges, incorrect pricing, or the product being out of stock. These things happen from time to time, and we occasionally need to issue you with a refund. But don’t worry, we’ll talk it through with you on the phone.
Motta Living reserves the right to withdraw or edit any products from our website, remove material or content at any time.
All content and images always remain the property of Motta Living Ltd and cannot be copied or used without prior permission from Motta Living Ltd. We know our images are beautiful. We’ve invested a lot of time, effort and money in making sure you can see how beautiful our products look. And so, if we catch you using them without permission, we will take action.
If you do want to use one of our images, get in touch and let’s talk.
Important Notice
We’re always delighted when customers decide to share with us, images, videos etc of the products (in situ) they have purchased from MOTTA LIVING [ML]. Any digital or manual material received will be treated with responsibility and respect. It is important to note that you the customer has done this of your own volition knowing that any media material can be shared on any of our MOTTA LIVING platforms such as, the ML website, FEEFO ML page, ML written material/documents/emails and all social media platforms.
It is understood that by agreeing to our Ts & Cs and the fact that you have independently shared your material with us, you ARE agreeing to it being shared in the public domain.