Terms & Conditions- Gift Shop
The English Rose Cafe & Tea Shop
Website Merchandise Terms & Conditions
Last updated: 15th October 2026
These Terms & Conditions apply to purchases of branded merchandise made through https://theenglishrosecafe.co.uk/, operated by The English Rose Cafe & Tea Shop (“we”, “us” or “our”).
By placing an order through our website, you agree to these Terms & Conditions. Please read them carefully before making a purchase.
Nothing in these Terms & Conditions affects your statutory rights as a consumer under UK law.
1. About us
Our business details are:
Business name: The English Rose Cafe & Tea Shop
Business address: 4, Lower Grosvenor Place, Westminster, London, SW1W 0EA, UK.
Website: https://theenglishrosecafe.co.uk/
Company registration number: 10948005
VAT registration number: GB284717962
If you have any questions about an order, please contact us using the email address above.
2. Our merchandise
We sell branded merchandise inspired by The English Rose Cafe & Tea Shop, which may include:
Mugs and drinkware
Stationery and prints
Tote bags
Other merchandise as advertised on our website from time to time.
We make reasonable efforts to ensure that product descriptions, photographs, colours, dimensions and prices are accurate.
However, colours and appearance may vary slightly depending on your screen, device or the materials used. Such minor variations do not affect your statutory rights if an item is not as described.
Please check the product description carefully before placing your order.
3. Orders and acceptance
When you place an order, you are making an offer to purchase the selected merchandise.
You will normally receive an order confirmation by email acknowledging receipt of your order. This acknowledgement does not necessarily mean that your order has been accepted.
Your order is accepted when we confirm acceptance by email or dispatch the merchandise, whichever occurs first.
We reserve the right to refuse or cancel an order where there is a genuine reason, such as a product being unavailable, an obvious pricing error or a suspected fraudulent transaction. If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled order.
We will contact you using the details provided at checkout if there is a problem with your order.
Please check your order details carefully before submitting your purchase.
4. Prices and payment
All prices are displayed in pounds sterling (£).
The price payable for your order will be the price displayed at checkout, together with any applicable delivery charges and other charges disclosed before you place your order.
We reserve the right to change merchandise prices at any time. Price changes will not affect orders that we have already accepted.
Payment must be made through the payment methods offered at checkout. Your order will not be dispatched until payment has been authorised and any necessary payment checks have been completed.
We do not store your full payment card details unless expressly stated otherwise in an appropriate and secure payment arrangement.
If an obvious pricing or technical error occurs, we will contact you before proceeding where appropriate. If your order is cancelled and you have already paid, we will refund you in full for the cancelled order.
5. Delivery
We currently deliver merchandise to addresses within the United Kingdom only.
Delivery options, charges and estimated delivery times will be displayed at checkout or otherwise provided before you complete your purchase.
We aim to dispatch orders every Tuesday and Thursday and this is subject to any delivery estimate provided for the relevant product.
Unless a different delivery date or period has been agreed with you, we will deliver your order without undue delay and within 30 days of the contract being entered into.
Delivery estimates are provided in good faith. If a delay occurs, we will take reasonable steps to inform you.
If we fail to deliver within the agreed period, or within the applicable legal timeframe, you may have the right to cancel your order and receive a refund in accordance with applicable law.
Delivery charges will be shown separately where applicable. If you cancel an order under your statutory online cancellation rights, we will refund the standard delivery charge, unless the items have already been dispatched. If you selected a more expensive delivery option, we are not required to refund the additional cost above the least expensive standard delivery option.
Please ensure that your delivery address is accurate and complete when placing your order.
Once your order has been dispatched, we will provide any tracking information available for the chosen delivery service.
Responsibility for delivery: We remain responsible for the goods until they come into your physical possession, or into the possession of someone you have identified to receive them, other than the carrier. If your order is lost or damaged in transit, please contact us so that we can investigate and resolve the issue.
6. Cancellations, returns and refunds
We want you to be happy with your purchase. This section explains how our returns policy works alongside your statutory rights.
6.1 Your right to cancel an online order
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you generally have the right to cancel an online purchase of merchandise without giving a reason.
For most goods, you must notify us that you wish to cancel within 14 days after the day on which you, or someone you have nominated to receive the goods, takes physical possession of them.
After notifying us, you normally have a further 14 days to return the goods.
To cancel an order, please email info@theenglishrosecafe.co.uk with your order number and a clear statement that you wish to cancel your purchase.
You may use the cancellation form at the end of these Terms & Conditions, but you do not have to use it.
6.2 Condition of returned goods
You may handle merchandise to the extent reasonably necessary to establish its nature, characteristics and functioning, as you would be able to in a shop.
Please take reasonable care of the goods while they are in your possession.
If the value of an item has diminished because it has been handled beyond what is necessary to inspect it, we may be entitled to deduct an amount reflecting that diminished value, as permitted by law.
Where possible, please return items with their original packaging, accessories and any accompanying materials. However, a lack of original packaging will not automatically remove your statutory rights.
6.3 Return postage
Unless the goods are faulty, damaged, incorrectly supplied or another legal requirement applies, you are responsible for the direct cost of returning goods when exercising your statutory cancellation right, provided that we informed you of this requirement before you placed your order.
We recommend using a tracked delivery service and retaining proof of postage. We cannot accept responsibility for the loss of a return parcel that you arrange, although this does not affect any rights you may have under applicable law.
If an item is faulty, damaged or incorrectly supplied, please contact us before returning it so that we can explain the appropriate arrangements. We will meet the reasonable costs of return where required by law.
6.4 Refunds for cancelled orders
If you exercise your statutory cancellation right, we will refund you in accordance with the applicable legal requirements.
This normally includes the price paid for the returned goods and the cost of standard delivery, where applicable.
We will issue the refund without undue delay and within 14 days of receiving the returned goods or, if earlier, receiving evidence that you have sent them back.
Refunds will be made using the original payment method. We will not charge a fee for processing a statutory refund.
6.5 Items excluded from the cancellation right
Certain goods may be excluded from the statutory right to cancel under applicable law, including goods made to the consumer's specifications or clearly personalised.
Our standard merchandise is not automatically excluded from cancellation rights simply because it is branded, printed or sold as merchandise.
Where a specific item falls within a legal exception, we will explain this clearly before you purchase it.
6.6 Exchanges and voluntary returns
If you wish to exchange an item rather than cancel your purchase, please contact us to discuss the available options.
Any voluntary exchange or extended returns arrangement we offer is in addition to your statutory rights and does not replace or restrict them.
7. Faulty, damaged or incorrect items
We take reasonable care when preparing and packing your order.
Under the Consumer Rights Act 2015, goods supplied to consumers must be of satisfactory quality, fit for any particular purpose made known to us and as described.
If your merchandise arrives damaged, is faulty, is not as described or is otherwise not compliant with your statutory rights, please contact info@theenglishrosecafe.co.uk with your order number and details of the issue. Photographs may help us investigate, but we will not insist on photographs where doing so would unlawfully prevent you from exercising your rights.
Depending on the circumstances and the applicable law, you may be entitled to:
A refund under the short-term right to reject, generally within 30 days of delivery.
A repair or replacement where applicable.
A price reduction or final right to reject if the relevant legal conditions are met.
We will explain the options available in your circumstances and arrange any necessary return in accordance with the law.
We will not use this policy to exclude or limit your statutory rights in relation to faulty or non-conforming goods.
8. Product availability
All merchandise is subject to availability.
As we prepare and dispatch orders ourselves, there may occasionally be circumstances in which an item becomes unavailable after an order has been placed.
If we cannot fulfil an accepted order, we will contact you and arrange a refund for any unavailable goods for which payment has been taken, unless you agree to an alternative arrangement.
We may discontinue products or designs at any time. This will not affect orders that we have already accepted.
9. Intellectual property and branding
Unless otherwise stated, the names, logos, designs, illustrations, photographs, text and other materials displayed on our website and merchandise are owned by us or used with permission.
Purchasing merchandise does not transfer ownership of any copyright, trade mark or other intellectual property rights to you.
You may use the merchandise for your personal, non-commercial purposes. You must not reproduce, copy, distribute, modify or commercially exploit our branding, designs, photographs or other protected materials without our prior written permission, except where permitted by law.
Nothing in this section restricts any rights that you may have under applicable law.
10. Website information and errors
We make reasonable efforts to keep our website, product listings and ordering facilities accurate and available.
Occasionally, information may contain errors, or the website may experience temporary interruptions.
If an error materially affects your order, we will take reasonable steps to contact you and agree an appropriate resolution. Where an order is cancelled after payment, any amount due for refund will be returned in accordance with applicable law.
Nothing in this section permits us to disregard a contract that we are legally bound to honour or to exclude any consumer rights.
11. Liability
We are responsible for supplying goods that comply with your contract and applicable law.
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any rights and remedies you have under consumer protection legislation.
Where permitted by law, we are not responsible for losses that are not reasonably foreseeable consequences of our breach of contract or other relevant wrongdoing.
We do not exclude or restrict any liability that cannot legally be excluded or restricted, and nothing in this section affects your statutory rights.
12. Personal information and privacy
We collect and use personal information to process and fulfil orders, arrange delivery, provide customer service, manage refunds and meet our legal obligations.
Information may include your name, billing and delivery address, email address, order details and relevant payment transaction information.
Where necessary, we share relevant information with payment providers, delivery companies, website service providers and other service providers who help us operate our online shop.
We handle personal information in accordance with applicable data protection law, including the UK GDPR and Data Protection Act 2018.
Please read our separate Privacy Policy at [insert Privacy Policy URL] for details of how we collect, use, store and protect personal information, how long we retain it, and how you can exercise your data protection rights.
Marketing communications will be sent only where we have an appropriate lawful basis and any required consent.
13. Complaints and customer service
If you have a question, concern or complaint about your order, please contact us:
Email: info@theenglishrosecafe.co.uk
Please include your order number and a description of the issue so that we can assist you efficiently.
We will aim to acknowledge and resolve complaints as promptly as reasonably possible.
If we cannot resolve your complaint directly, you may be able to seek independent advice or pursue the remedies available to you under applicable law.
14. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time, for example to reflect changes to our merchandise, website or legal obligations.
The version applicable to your order will normally be the version in force when your order is accepted, unless a change is required by law or you agree otherwise.
We will not use an update to remove rights that you have already acquired under an existing contract.
15. Governing law
These Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory consumer protection rules that apply to you.
If you are a consumer living elsewhere in the United Kingdom, nothing in these Terms & Conditions is intended to deprive you of any mandatory rights or protections that apply under relevant law.
16. Your statutory rights
These Terms & Conditions are intended to operate alongside, and not instead of, your statutory rights as a consumer.
If any provision of these Terms & Conditions is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.