Terms of service

1. Overview and Acceptance

Welcome to Mateo & Eliana. These Terms of Service ("Terms") set out the rules for accessing and using our website, including all content, features, services, and purchases available through it (together, the "Platform").

When you browse our website or place an order, you confirm that you have read, understood, and accepted these Terms together with our Privacy Policy. If you do not accept them, please do not use the Platform.

2. Eligibility and User Obligations

You need to be at least 18 years of age to place an order with us. By using the Platform you confirm that this is the case.

You agree to give us accurate, complete, and up-to-date details whenever you buy something or get in touch. Misusing the Platform or breaching these Terms may lead to limited access or the closure of your access altogether.

3. Account Responsibility

Some features may ask you to set up an account. Keeping your login details private is your responsibility, as is any activity that takes place through your account.

Accounts are meant for personal use only and cannot be handed over, sold, or shared with anyone else. Mateo & Eliana accepts no responsibility for unauthorised access that results from your not keeping your credentials safe.

4. Orders and Payment

Every order depends on our acceptance and on stock being available. We may decline, cancel, or limit any order at our own discretion, including any order that looks fraudulent, duplicated, or contrary to these Terms.

Prices appear in the relevant currency at checkout and can be changed at any point without advance notice. When you finalise a purchase, you allow us to charge your chosen payment method for the full order total, including any applicable taxes and delivery charges.

5. Product Information and Availability

Items sold on the Platform may be offered online only and in limited numbers. We may amend product descriptions, pricing, or availability, or withdraw products entirely, at any time and without notice.

Although we take reasonable care to present product details correctly, we cannot promise that the colours, textures, or overall look shown on your screen will be an exact match for the physical item.

6. Shipping and Delivery

Orders are sent via third-party couriers. Any estimated delivery times are given as a guide only and are not guaranteed.

Mateo & Eliana is not responsible for delays caused by couriers, customs processing, incorrect address details, or any circumstances outside our reasonable control.

7. Returns and Refunds

We provide a 14-day return window starting from the delivery date. Returned goods must be unused, unworn, undamaged, and sent back in their original packaging.

To start a return, please write to us at info@mateo&eliana.com. Unless the item is faulty or wrong, the cost of return postage is down to the customer.

Once approved, refunds are handled within 14 days of us receiving and checking the returned item.

8. Damaged or Defective Items

Should your order turn up damaged or faulty, please get in touch with us quickly, including a description and supporting evidence. We will look into the matter and, where suitable, arrange a replacement, refund, or another solution.

9. Use of Third-Party Services

The Platform may give you access to third-party tools, services, or integrations. These are supplied "as is" and carry no warranties of any kind.

Mateo & Eliana neither controls nor takes responsibility for third-party services and is not liable for any problems that arise from using them.

10. External Links

The Platform may include links to other websites. Such links are offered purely for convenience. We do not endorse, monitor, or take responsibility for external content, products, or services.

11. User Submissions

Any reviews, feedback, ideas, or other material you send us may be used by Mateo & Eliana without restriction. By submitting content, you grant us a non-exclusive, royalty-free, perpetual licence to use, reproduce, adapt, and distribute that content.

We are under no obligation to keep submissions confidential or to pay for them.

12. Acceptable Use

You agree not to use the Platform to:

  1. break any applicable law or regulation;
  2. infringe intellectual property rights;
  3. provide false or misleading information;
  4. harass, abuse, or harm others;
  5. spread malware or harmful code;
  6. gather personal data without consent;
  7. interfere with security features or the integrity of the system.

Breaching this section may lead to immediate suspension or termination of your access.

13. Accuracy of Information

From time to time the Platform may contain mistakes or inaccuracies relating to pricing, promotions, descriptions, or availability. We may correct such errors and update information whenever needed, without notice beforehand.

14. Disclaimer of Warranties

The Platform, along with all products and services, is provided on an "as is" and "as available" basis.

Mateo & Eliana gives no warranties, whether express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement. You use the Platform entirely at your own risk.

15. Limitation of Liability

To the fullest extent permitted by applicable law, Mateo & Eliana will not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of, or inability to use, the Platform or its products.

This includes, without limitation, any loss of profits, data, or business opportunities.

16. Indemnification

You agree to indemnify and hold Mateo & Eliana harmless against any claims, damages, losses, or costs arising from your breach of these Terms or your misuse of the Platform.

17. Termination

We may suspend or end your access to the Platform at any time, and without notice, if these Terms are breached.

Any obligations that arose before termination will continue to apply afterwards.

18. Severability

If any part of these Terms is held to be unlawful or unenforceable, the remaining parts will continue to apply in full.

19. Governing Law

These Terms are governed by and interpreted in accordance with the laws of England and Wales, without regard to conflict of law principles.

20. Changes to These Terms

We may revise these Terms at any time. The latest version will always be published on this page. By continuing to use the Platform, you accept any changes made.

21. Contact Us

Phone: +44 7828 706943

Email: info@mateo&eliana.com

Address: 2 Lansdowne Rd, Croydon, London, CR9 2ER, United Kingdom (Address for administrative correspondence and product returns only. There is no physical shop at this address.)

Customer Service Hours: Monday to Friday, 9.00 a.m. – 5.00 p.m. (GMT)

We aim to reply within 24 hours.