Store Policy
Useful stuff to help us to help you, help us… (and all the legal stuff too)
Customer service is a phrase often bandied around quite casually, but it’s quite an important subject and one we take very seriously.
When you shop with us online at Rookery Down, we’d like you to be happy with your purchases, and even better-if you were absolutely thrilled!
Rookery Down is new business (2025); we welcome feedback and comments and we are happy to listen to your ideas. If by any chance we do get something wrong, we need to know.
Contact us by email: hello@rookerydown.co.uk
Who we are
Rookery Down is an online business only: www.rookerydown.co.uk only sells made-to-order garments and cut-to-order kits and other goods via a website.
We are owned by and are part of the-stitchery (Lewes) Ltd; a limited company trading as ‘the-stitchery’ from Riverside in Lewes.
The-Stitchery is registered in England and Wales under company number 06562448 and our VAT number is 932 496 896.
Website terms and conditions
The following terminology applies to these Terms and Conditions, our Privacy Policy Statement and Disclaimer Notice and any or all Agreements:
“Client”, Customer “You” and “Your” refers to you, the person accessing this website and accepting the Company’s terms and conditions.
“The business”, “the company”, “Ourselves”, “We” and “Us”, Rookery Down, rookerydown.co.uk refers to our company.
“Party”, “Parties”, or “Us”, refers to both the customer and ourselves, or either the customer or ourselves.
Sale of goods
These Terms and Conditions refer to the way in which we sell and supply products (or ‘Goods’) listed on www.rookerydown.co.uk website (the ‘Website’) to you and your use of the website.
Before you can purchase from us you should read through these Terms and Conditions (the ‘Conditions’) taking specific note of the following sections and pages.
– our Returns Policy
– the limitation of our liability and your indemnity.
– our privacy policy statement. Please do read this page regarding your personal information.
Rookery Down will always try to do right by you, our lovely customers, and that goes for how we handle your personal information. You can read the small print below, but briefly we only use the info we need to deliver a good service and keep you in the loop. And if you want to, you can opt out any time in just a couple of clicks.
In ordering and paying for goods from this website you are deemed to have read and agreed to our terms and conditions.
Please don’t buy anything if you’re not happy with this section.
We might change or alter any of our conditions, specifications or prices at any point and we reserve the right to do so, without notice to you, but if you carry on using the website after the conditions, specifications or prices have been modified you will be accepting that that/those modification/s and it is up to you to check for changes on a regular basis.
Our Returns Policy
Please do not return any goods without prior agreement.
Please email us first on hello@rookerydown.co.uk stating your name and order number and the reasons why you want to return the goods*.
If you have changed your mind about your purchase, we are unable to accept any returns on made-to-order garments and cut-to-order kits as they are cut to your colour and size specification and are effectively personalised or bespoke goods.
Normally, under Distance Selling Regulations (please see later paragraph “Cancelation Policy”), you would have 14 days from receipt to let us know that you wish to return an online purchase, however we define our made-to-order garments and cut-to-order kits as bespoke.
*Other goods are returnable and refundable. When returning goods to us, please include your name and the invoice/delivery advice number with the item.
Please note that we will not refund your postage in either direction; from us or back to us unless it is our mistake or the goods are faulty.
If you need any help on returning product please email us on hello@rookerydown.co.uk.
Faulty Goods
We will of course refund or exchange faulty goods and any return postage.
Please do not return any goods without prior agreement, please email us on hello@rookerydown.co.uk.
Delivery Information
Our delivery charges include postage and packing and are based on weight AND parcel size as per current Royal Mail formats. Delivery charges will be updated in line with Royal Mail updates.
£5.50 : When you order either a Make-your-Own kit or Made-to-Order garment from us,
we will send them to you via a tracked 48 hour parcel service.
Unless you specifically tell us not to, you will receive delivery estimates and information on how to make alternative delivery arrangements if you are not going to be in when your parcel is due.
Royal Mail say that they aim to deliver items using this service in 48hrs. Items are tracked all the way to you.
£3.50 : When you order buttons, collars or zero waste greetings cards from us, these will generally be sent to you via Royal Mail 1st Class.
Royal Mail aim for next working day delivery including Saturdays .
£1.95 : when you order up to 5 free fabric samples, we send them to you via Royal Mail 1st Class. Royal Mail aim for next working day delivery including Saturdays.
Unfortunately, we are unable to control the time that Royal Mail takes to deliver. We will always email you to tell you when your order has been dispatched from us.
Royal Mail ask you to allow 7 working days from the due date for the tracked 48 hour parcel service and 10 working days from the due date for 1st class mail. Please email us if your order has not arrived.
Exclusions and Limitations - The limitation of our liability and your indemnity
The information on this web site is provided on an “as is” basis. To the fullest extent permitted by law, this Company:
– excludes all representations and warranties relating to this website and its contents or which is or may be provided by any affiliates or any other third party, including in relation to any inaccuracies or omissions in this website and/or the Company’s literature; and
– excludes all liability for damages arising out of or in connection with your use of this website. This includes, without limitation, direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or you have advised this Company of the possibility of such potential loss), damage caused to your computer, computer software, systems and programs and the data thereon or any other direct or indirect, consequential and incidental damages.
This Company does not however, exclude liability for death or personal injury caused by its negligence. The above exclusions and limitations apply only to the extent permitted by law. None of your statutory rights as a consumer are affected.
Availabilty… of goods, information and our website
Unless otherwise stated, the goods featured on this website are only available for delivery within the United Kingdom, or in relation to delivery from the United Kingdom.
All advertising is intended solely for the United Kingdom market.
You are solely responsible for evaluating the fitness for a particular purpose of any products or information that may be available through this site.
Redistribution or republication of any part of this site or its content is prohibited, including such by framing or other similar or any other means, without the express written consent of the Company.
The Company does not warrant that the service from this site will be uninterrupted, timely or error free, although it is provided to the best of our ability. By using this service you thereby indemnify this Company, its employees, agents and affiliates against any loss or damage, in whatever manner, howsoever caused.
Cancellation Policy
We aim to fully comply with Distance Selling Regulations or DSRs. These are the rules which apply to online sales, because we are selling product to you without face-to-face contact, where you have not had the opportunity to examine the goods before buying in person.
DSRs are for your consumer protection.
All our price include VAT.
Delivery costs may be extra and are clearly laid out in the delivery section of checkout before you pay and in our Delivery Information section.
When you have ordered and paid, we will send you a confirmation email detailing what you have ordered and when to expect dispatch of a finished made-to-order garment or cut-to-order kit.
Made-to-order garments will usually be cut and sewn and be ready for dispatch within 2-3 weeks; we will confirm expected dispatch dates depending on how busy we are at the time.
Cut-to-order kits will usually be cut and collated and be ready for dispatch within 10 days; we will confirm expected dispatch dates depending on how busy we are at the time.
Under the Distance Selling Regulations you will normally have the right to cancel – you have fourteen working days (not including weekends or bank holidays) after the day that you receive the goods. Please note however that we define finished made-to-order garments and cut-to-order kits as bespoke and as such these are exempt from your right to cancel.
You must tell us in writing, by email on hello@rookerydown.co.uk that you wish to cancel goods (other than those defined as bespoke and therefore exempt) purchased.
Out of stock
If we don’t have the goods that you have ordered and paid for, we will email you to let you know this and we will give you a best estimate of when we think we can deliver your order to you.
If you are unhappy with this and the goods are not available, we will of course cancel your order and refund your money.
We will NOT send you substitute product when we are out of stock of the goods that you have ordered, without contacting you first.
In the case of temporarily out of stock items, we will endeavour to keep you regularly and reasonably informed to the best of the knowledge that is available to us.
General
The laws of England and Wales govern these terms and conditions. By accessing this website and buying our products, you consent to these terms and conditions and to the exclusive jurisdiction of the English courts in all disputes arising out of such access. If any of these terms are deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), then the invalid or unenforceable provision will be severed from these terms and the remaining terms will continue to apply. Failure of the Company to enforce any of the provisions set out in these Terms and Conditions and any Agreement, or failure to exercise any option to terminate, shall not be construed as waiver of such provisions and shall not affect the validity of these Terms and Conditions or of any Agreement or any part thereof, or the right thereafter to enforce each and every provision.
Important Techy Stuff
Log Files
We use IP addresses to analyse trends, administer the site, track user’s movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information. Additionally, for systems administration, detecting usage patterns and troubleshooting purposes, our web servers automatically log standard access information including browser type, access times/open mail, URL requested, and referral URL. This information is not shared with third parties and is used only within this Company on a need-to-know basis. Any individually identifiable information related to this data will never be used in any way different to that stated above.
Links to this website
You may not create a link to any page of this website without our prior written consent. If you do create a link to a page of this website you do so at your own risk and the exclusions and limitations set out above will apply to your use of this website by linking to it.
Links from this website
We do not monitor or review the content of other party’s websites which are linked from this website. Opinions expressed or material appearing on such websites are not necessarily shared or endorsed by us and should not be regarded as the publisher of such opinions or material. Please be aware that we are not responsible for the privacy practices, or content, of these sites. We encourage our users to be aware when they leave our site & to read the privacy statements of these sites. You should evaluate the security and trustworthiness of any other site connected to this site or accessed through this site yourself, before disclosing any personal information to them. This Company will not accept any responsibility for any loss or damage in whatever manner, howsoever caused, resulting from your disclosure to third parties of personal information.
Copyright Notice
Copyright and other relevant intellectual property rights exists on all text relating to the Company’s products services and the full content of this website.
This Company’s logo is a registered trademark of this Company in the United Kingdom and other countries. The brand names and specific services of this Company featured on this web site are trade marked
Waiver
Failure of either Party to insist upon strict performance of any provision of this or any Agreement or the failure of either Party to exercise any right or remedy to which it, he or they are entitled hereunder shall not constitute a waiver thereof and shall not cause a diminution of the obligations under this or any Agreement. No waiver of any of the provisions of this or any Agreement shall be effective unless it is expressly stated to be such and signed by both Parties.
Notification of Changes
The Company reserves the right to change these conditions from time to time as it sees fit and your continued use of the site will signify your acceptance of any adjustment to these terms. If there are any changes to our privacy policy, we will announce that these changes have been made on our home page and on other key pages on our site. If there are any changes in how we use our site customers’ Personally Identifiable Information, notification by e-mail or postal mail will be made to those affected by this change.
These terms and conditions form part of the Agreement between the customer and ourselves. Your accessing of this website and/or purchasing goods from it indicates your understanding, agreement to and acceptance, of the Disclaimer Notice and the full Terms and Conditions contained herein. Your statutory Consumer Rights are unaffected.
© Rookery Down 2025 All Rights Reserved