Terms and Conditions

Contact Us

You can contact us by email, phone or post.

By email
Email us at spana@mosaic-fs.co.uk

By telephone

To place an order or for any other enquiries, please call us on +44 (0)330 332 2530.

Lines are open: 8.00am – 8.00pm Monday to Friday and 9.00am – 6.00pm Saturday and Sunday (UK time) 

By post

Please write to us at:

Freepost Plus RTSE–TTEZ–CUXK
SPANA
York House
Wetherby Road
Long Marston
YORK
YO26 7NH

You do not need to use a stamp.

Pricing policy

We may change the prices of the goods displayed on the website at any time. The prices for all the goods available through the website are clearly marked in their description. Please note that if a pricing error is obvious and could have reasonably been recognised by you as a mistake, we do not have to provide the relevant item to you even if we have confirmed your order. All applicable delivery charges are also displayed on the website. All prices are in Pounds Sterling. We may make available offers and discounts using promotion codes. Only one promotion code is valid per order.

Method of payment

For orders placed via the website, we accept Visa, Visa Debit, Visa Electron, MasterCard, Maestro and PayPal only. When making your payment, it is imperative that you provide the information that we specify is required, for example, the cardholder’s name as it is shown on the card, and address exactly as it appears on the card statement. For PayPal accounts, payment will be taken at the point of order; otherwise your card will be debited at the point of dispatch.

All card payments are subject to authorisation by your card issuer. However, if we do not receive your payment and you have already received the products ordered from us, you must pay for the products or return the products ordered from us in accordance with reasonable return instructions that we provide and in the same condition that you received them at your own expense. If you do not do this within 14 days of the date on which we cancel your order, we may collect or arrange for collection of the products at your expense.

We reserve the right to charge for any damage or other adverse interference with any products that are the subject of an unpaid order.

Delivery

Delivery options are listed in the FAQs section.

If for any reason we do not deliver any item within 10 working days (UK only, overseas may take longer) after the day on which we send you a despatch email (or within any other time period agreed between you and us), you may cancel your order straight away if any of the following apply:

  • we have refused to deliver the item in question;
  • it was essential to you that delivery took place before the delivery deadline referred to above, or other agreed time period (taking into account all the relevant circumstances); or
  • You told us before we accepted your order that delivery before the delivery deadline was essential. (Applies to UK Next Day delivery only)

If you do not wish to cancel your order, or are not entitled to do so, you can give us a new deadline for delivery, which must be reasonable, and you can subsequently cancel your order if we do not meet the new deadline.

If you choose to cancel your order as a result of late delivery in the circumstances set out in this clause, you can do so for just some of the items or all of them (where there is more than one item in your order).

Where you choose to cancel an order under this clause, we will refund any sums you have paid to us (excluding delivery charges). If your order has already been delivered to you by the time you choose to cancel, please refer to our Cancellation policy, below.

If goods are not received within the time frames set out above, please email us at spana@mosaic-fs.co.uk or call us on +44 (0)330 332 2530.

Availability of the goods displayed on the website

We may terminate or suspend the supply of any items displayed on the website in the event they are out of stock or for any other reason. We may do this at any time and without notice. Products displayed on the website are normally available for dispatch within 24 hours and we will flag products with lower availability.

If any item you have chosen is unavailable because it is out of stock or otherwise, we will contact you via phone (if you have provided your telephone details) or email and set out the options that are available to you. 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.

Return of goods

We want you to be completely satisfied with your purchases. Please let us know if you are not entirely satisfied with our products or our service, so that we can rectify the situation. We try to ensure that the products meet your expectations, although sometimes differences do occur. Items are described and photographed as accurately as possible.

If you are not completely satisfied with any item you ordered you can either return it and ask for a replacement or cancel the purchase and receive a refund within 14 days of receipt, no questions asked.

When returning goods to us, please send them to Freepost Plus RTSE–TTEZ–CUXK, SPANA, York House, Wetherby Road, Long Marston, YORK, YO26 7NH. Remember, you do not need to use a stamp. If the product is damaged in any way or has become broken in transit, please contact us by email at spana@mosaic-fs.co.uk or phone on +44 (0)330 332 2530.

When returning goods, please retain proof of postage. Without this we cannot be responsible for any items that fail to reach us.

Replacement policy

If you wish to return an item and receive a replacement, please send them to the address given above within 14 days of receipt of the item(s), in a resalable condition and if possible in the original packing (together with a copy of your despatch note). Items returned under this policy must be unopened with any seals and shrink-wrap intact. Please note we can only accept the return of opened items if they are faulty. Please note that if you wish to order additional items it will be treated as a new order.

In the interests of hygiene, we cannot exchange the following items unless faulty:

  • Clothing and accessories unless unworn and the original packaging remains undamaged and unopened.
  • Cosmetics and food, we will accept returns if they are in a saleable condition with unbroken seals and packaging, and only if supported by a valid proof of purchase (your dispatch note) for exchange or refund.
  • Clearance items

If you wish to exchange an item because of an error on our part, because it is damaged or defective or because it does not match the description on the website or the catalogue, we will be happy to reimburse your costs in returning the original item to us. For information how to make a return, please scroll to the beginning of this page.

Please note that this replacement policy is in addition to your legal cancellation rights set out below.

Cancellation and Refund Policy

If you are purchasing items as a consumer, you also have a right to cancel your order within 14 days without giving any reason. This cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To cancel a purchase, you must tell us that you wish to cancel within the 14 day period referred to above. You can do this by:

  • emailing us at spana@mosaic-fs.co.uk or
  • calling us on +44 (0)330 332 2530, providing us with details of your order in order to allow us to identify your purchase

Please return the item(s) to us by packing it securely (preferably in the original packing) and sending it back to us with a copy of your despatch note confirming that you wish to cancel your order.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

If you cancel your order, we will reimburse to you all payments received from you, excluding the costs of delivery.

We will make the reimbursement without undue delay, and not later than:

  • 14 days after the day we receive back from you any goods supplied;
  • (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
  • If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel your order.

We will make the reimbursement using the same means of payment (unless you have paid cash in which case we will issue a cheque) as you used for your initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You will send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

If the item is faulty, defective or does not match the description on the website or in the catalogue, in addition to a full refund of the price paid for the goods, we will refund the delivery charges incurred in sending the item to you and we’ll reimburse your costs in returning the item(s) to us.

Legal age

We do not sell products for purchase by children. We do, however, sell children’s products for purchase by adults. If you are under 18, you may only purchase items from the website with the supervision of a parent or guardian.

Special offers and Promotion codes

From time to time, special offers may be advertised on the website or on social media.

From time to time, promotion codes may also be issued for free delivery or for discounts on orders or products. You may only use one promotion code per order. Some may only be used once per customer. Please contact spana@mosaic-fs.co.uk if you have any questions about redeeming a promotion code.

Promotion codes can only be redeemed once.

Promotion codes will expire after one year from the date they are issued unless the terms of the voucher provide otherwise.

The total value of the promotion code will be applied against the total merchandise order. The total value of the promotion code does not apply to gifts of Health and Happiness or donations made to SPANA. If the goods purchased total less than the value of the promotion code, the remaining balance cannot be carried over or used on future purchases. If your order exceeds the amount of your promotion code, you must pay for the balance with an approved credit card, debit card or by cheque.

If you have to return goods for credit originally purchased using a promotion code, then in most instances you will receive another code to use on a future purchase.

Free gifts

From time to time, free products may be offered with a product or order. These free products are included as part of your order and if any part of the order is returned for a refund we reserve the right to deduct the value of the free gift from your refund if they are not returned too. If the free product becomes unavailable after the time of purchase and cannot be added to your order, you will receive a replacement product of equivalent value.

Personal Information

Please see our Privacy Policy

Events outside our control We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an Event Outside Our Control.

An Event Outside Our Control 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, or failure of public or private telecommunications networks, the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

Jurisdiction

The website Terms and the use of the website shall be governed by the laws of England and Wales and the parties hereto submit to the exclusive jurisdiction of the English courts in all disputes arising out of or relating to the website and/or any transactions made on the website, or these website Terms.

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