Terms and Privacy | Maison Castanié

This page covers everything in one place: our website and sales terms, how we handle your personal information, and how we use cookies. If you have any questions, email us at marc@maisoncastanie.com - we're always happy to help.

Who we are

Maison Castanié Ltd trading as Maison Castanié

Milton of Crathes, Banchory, AB31 5QH

Email: marc@maisoncastanie.com

Company registration number: SC858667

VAT number: 505745003

These terms apply when you use our website and when you buy from us online. Please take a moment to read them before placing an order.

Using our website

• The content on our site is for your personal, non-commercial use.
• All content, images and branding belong to Maison Castanié and may not be copied or used without our permission.
• You agree not to misuse the site or attempt to disrupt it.
• We may update, suspend or withdraw the site at any time.

Our products

• We do our best to show our products and their colours as accurately as possible. Slight variation is natural - particularly with handmade and artisan items, which are part of their charm.
• All products are subject to availability.
• Prices are in pounds sterling (GBP) and include VAT where applicable.
• We reserve the right to correct any pricing errors.

Orders

• When you place an order, you're making an offer to buy. A contract is formed only when we send you an order confirmation or dispatch your items.
• We may decline or cancel an order - for example, if an item is out of stock or there's been a pricing error. If we do, we'll refund any payment in full.

Payment

• Payment is taken at checkout via Shopify Payments
• We accept major debit and credit cards / Apple Pay.

Delivery

• We currently deliver within the UK. If you are outwith the UK please email claire@maisoncastanie.com to discuss a one off delivery. 
• Estimated delivery costs and timeframes are shown at checkout.
• Risk in the goods passes to you once they're delivered.

Returns & refunds

• Under the Consumer Contracts Regulations 2013, you may cancel most online orders within 14 days of receiving them and return them for a refund.
• Returned items must be unused and in their original condition and packaging.
• For health, safety and hygiene reasons, the following are non-returnable: perishable goods (food, deli items), personalised, made-to-order and bought-to-order items, and opened hygiene products such as soaps - unless they're faulty.
• Unless an item is faulty, return postage is your responsibility.
• Bought online but local to us? You're welcome to return eligible items in store - just bring your order confirmation. Refunds are issued to your original payment method.
• If something is faulty or not as described, your rights under the Consumer Rights Act 2015 apply, and we'll put it right.
• Refunds are processed within 14 days of us receiving the returned goods.

Gift cards

• Maison Castanié gift cards are valid for 24 months from the date of purchase, and can be redeemed online or in store.
• Gift cards can be used towards the cost of goods and postage & packaging.
• They cannot be exchanged, in full or in part, for cash, and lost or stolen cards cannot be replaced.
• If your order total exceeds your gift card balance, you'll need to pay the difference using another payment method.
• As set out above, food and drink items cannot be returned or exchanged unless faulty or damaged - this applies to items purchased with a gift card too.
• Any approved refund on a gift card purchase is issued back onto the gift card; no cash alternative is available.

Food & perishable goods

• Allergen information is available - please just ask in store or contact us before ordering.
• Perishable goods are non-returnable for food safety reasons.

Our liability

• We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence.
• We're not liable for losses that weren't reasonably foreseeable at the time you placed your order.

Events outside our control

We're not liable for any delay or failure to meet our obligations caused by events beyond our reasonable control.

Governing law

These terms are governed by the law of Scotland, and any disputes will be subject to the courts of Scotland.

Privacy Policy

This explains how we collect, use and look after your personal information when you visit our website, shop with us online or in store, sign up to our newsletter, or opt in to receive SMS messages from us. We take your privacy seriously and only ask for what we genuinely need. We are the data controller responsible for your personal data.

What information we collect

●      Contact details - your name, email address, postal address and phone number

●      Order information - the items you buy, payment confirmation and delivery details

●      Newsletter details - name, email, birthday and town/city, if you choose to sign up

●      SMS details - your mobile number and marketing preferences, if you choose to opt in to SMS messages

●      Technical data - IP address, browser and device type, and how you use our site (via cookies and analytics)

●      Communications - any messages you send us

We do not store your full card details. Payments are processed securely by our payment provider, Shopify Payments and WorldPay.

How we use your information

●      To process, fulfil and deliver your orders

●      To manage your account and respond to your enquiries

●      To send our newsletter, where you've signed up (including the occasional birthday treat)

●      To send SMS marketing messages, where you've opted in

●      To understand how our website is used and to improve it

●      To meet our legal, tax and accounting obligations

Our legal bases

●      Contract - to fulfil the orders you place with us

●      Consent - to send you marketing emails and SMS messages (you can withdraw this at any time)

●      Legitimate interests - to run, protect and improve our business

●      Legal obligation - to keep records required by law

Marketing & newsletter

We use Klaviyo and Mailchimp to manage and send our newsletter and marketing communications. We use Mailchimp to send SMS marketing messages, where you've opted in separately to receive these. We'll only email or text you if you've signed up, and you can unsubscribe at any time using the link in any email, by replying STOP to any SMS, or by contacting us at claire@maisoncastanie.com.

Who we share your information with

We only share your data with trusted providers who help us run the business, including:

●      Shopify - our e-commerce platform

●      Klaviyo - our newsletter provider

●      Mailchimp - our newsletter and SMS marketing provider

●      Shopify Payments & WorldPay - secure payment processing

●      Delivery partners - to fulfil and deliver your order

●      Our accountant and professional advisers, where required

We never sell your personal data to anyone.

International transfers

Some of our providers may store data outside the UK. Where they do, we make sure appropriate safeguards are in place to protect your information, as required by UK data protection law.

How long we keep your information

We keep your data only as long as we need to - to fulfil your order, meet our legal and accounting obligations (typically 6/7 years), or, in the case of marketing, until you ask us to stop.

Your rights

Under UK data protection law, you have the right to:

• Access the personal data we hold about you
• Ask us to correct anything that's wrong
• Ask us to delete your data
• Object to, or ask us to restrict, how we use it
• Ask for your data in a portable format
• Withdraw your consent at any time

To exercise any of these, email us at claire@maisoncastanie.com. If you're unhappy with how we've handled your data, you can also complain to the Information Commissioner's Office (ICO) at ico.org.uk.

Cookie Policy

Cookies are small text files placed on your device when you visit a website. They help the site work properly and help us understand how it's being used.

How we use cookies

• Essential cookies - these make the website and online shop work (for example, keeping items in your basket). The site can't function properly without them.
• Analytics cookies - we use Google Analytics to understand how visitors find and use our site, so we can improve it. These collect information anonymously.

Managing cookies

When you first visit our site, you can accept or reject non-essential cookies via our cookie banner. You can change your choice or clear cookies at any time through your browser settings.

Changes to this page

We may update these terms and policies from time to time. The most recent version will always be available here.

Contact us

Questions about anything on this page? Email claire@maisoncastanie.com.