Terms & conditions

Customer Service
Delivery
Returns/Claims
Privacy
Payment Options
Post & Packing
Gift Vouchers

Customer Service

Here at whomadeyourpants? we believe in being honest about who we are, what we do, and how we do it. We're proud of what we do well and not afraid to put our hands up to what we get wrong.

We're aiming to have a whole load of information on our website about what goes on at our factory including how much waste we produce and how much waste we divert from landfill, but we also know that no matter how much you love us for that stuff, you want to be treated like a person when you contact us.

So we promise that we will:

Respond to any email within 72 hours.
Resolve your problem as quickly as we can - we aim for within a week but as we use external payment handling people and our website is managed by awesome offsite volunteers, sometimes timing is out of our hands.
Be honest when we talk to you - we're not afraid to say we don't know but will always scurry away to find something out
Do our best to do the best. We are human and will make mistakes, but everyone here wants you to love our pants as much as we do. Which is a whole lot.
Do what we've said we will. We won't say we'll do something that we can't.
Answer any* questions you have honestly.

*within reason, clearly. We might tell you what sort of pants we're wearing, for example (Becky certainly would, she often shows people too), but we probably wouldn't give out our home addresses or bank security numbers.

Delivery

We want to get your lovely pants to you faster than a speeding bullet so you can start enjoying them straight away! However we don't quite have super-powers (yet) so here's what we promise:

If the pants you've ordered are in stock, they will be posted out to you within seven days of us receiving your payment.
If not, we will email you within 72 hours of receiving your payment, and let you know when they'll be ready, or offer an alternative product.

The delivery charge is included in the cost of your pants and will appear on your invoice.

Please let us know if you have any queries about delivery of your order at [email protected] or by calling the office on 02380 225536.

Returns/Claims

We are so proud of our gorgeous pants, and our wonderful women who make them, and we stand by the quality of our products.

However if there is a manufacturing defect or the pants are faulty, we will be happy to accept a return of your order, and will exchange or refund the faulty or defective ones. For hygiene reasons, we will not be able to accept the return of any items that have been worn next to the skin. We suggest you try our pants on over other underwear!

Under a piece of legislation called the Consumer Protection (Distance Selling) Regulations 2000, you are also entitled to a seven day "cooling off period" during which you may return pants to us that you ordered on the website for reasons other than defect or fault. Please note again though, for hygiene reasons, we cannot accept returns if the pants have been worn next to the skin.

Our returns policy does not affect your statutory rights.

(Ever wondered what "your statutory rights" are? In the UK, consumers have certain rights under a couple of pieces of law: that what they've bought is of satisfactory quality - that it's not faulty or defective or unsafe, fit for purpose - that it does what it's supposed to do, and "as described" - that it matches it's description. Now you know!)

If you do need to return pants to us, please call us on 02380 225536 or email us at [email protected] and we'll sort out covering the return postage for you.

If something happens to your pants during delivery, we may be able to replace them depending on the circumstances. You need to let us know here within seven days of delivery, and we may need to investigate the situation or ask you to return the pants and packaging to us for our team of internal pant detectives!

Privacy

We take your privacy rights very seriously and this Privacy Policy explains to you how certain information about you may be used when you use our website. By using the site and placing orders, you expressly consent to the use of your data in accordance with this Privacy Policy. We know it's a bit wordy but we want to be very clear and specific about how we use your personal information.

1. "your data"
This means the following kinds of personal data which we may collect, store or use:

Information relating to transactions between you and us on the website, or in relation to the website, including information about purchases.
Information you give to us in order to subscribe to our website, email notifications and/or other communications from us.
Any other information you choose to send to us.

2. Using your data
We use your data to register and maintain your on-line account, process and complete your orders, process and deal with correspondence from you, and where consented to by you, to send to you information about whomadeyourpants?.

We do not automatically sign you up to our newsletter as we know that no matter how much you love us and our pants, you might not want to read all about it, so to speak! When you register with us to buy pants, there's a little tick box for you to tick if you DO want our news. And if you change your mind, just let us know by emailing [email protected] or by logging back into our website and unticking the very same box. To quote a meerkat, simples!

We will NOT provide your information to third parties, except under the following circumstances:

To the extent that we are required to do so by law;
In connection with any legal proceedings or prospective legal proceedings;
In order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk).
To our employees, agents, volunteers or sub-contractors to administer your on-line account, orders or other parts of our services.

3. Keeping your data secure
We endeavour to take all reasonable steps to protect your data. All the data collected by us is stored on a secure server. The secure server software encrypts all information you input before it is sent to us.

Of course, data transmission over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.

4. Cookies
No, not the chocolate chip variety. Don't worry, we're nearly there...

Cookies are small pieces of information stored by your browser on your computer's hard drive. We may use cookies to allow us to understand who has seen which pages and advertisements, to determine how frequently particular pages are visited, to determine the most popular areas of the site and generally in order to monitor usage of the site. Most web browsers automatically accept cookies, though you do not have to. We do not control the use of cookies by third parties other than the agents who provide the web analytics service for our own site. If you wish to disable cookies then you can do so by readjusting your browser settings although please note that by disabling cookies you may not be able to register with or use all features of the site.

(For more information on what cookies are and how to disable them, you can consult the information provided by the Interactive Advertising Bureau.)

5. Other websites
Please be aware that our site may link to other websites that may be accessed by you through our site. We are not responsible for the data policies, content or security of these linked web sites. We do not have any control over the use to which third parties may put your data where you choose to purchase products or services or otherwise to contact them via this site.

6. Contacting us
We hope our Privacy Policy made sense and you know what you need to know, you can always ask us if you need anything else. Basically, we want you to like us, and we'll do our utmost to be decent and good and to treat you like we'd treat our friends. Who wouldn't?

If you do have any further questions on privacy or how we use your data then please contact us by email at [email protected].

Payment Options

We accept online payments by credit and debit card, and offline payments via direct bank transfer or cheque.

Our secure online payment facilities are provided by Nochex. We never receive or otherwise see your card details for online payments.

At present we are unable to accept card transactions via telephone, or any payments from charge cards or any non-UK issued cards. We hope this doesn't cause any inconvenience.

Post & Packing

Your pants will be a dispatched in a fabulous recycled box, perfectly sized to fit through most letterboxes. Our standard p&p; is £2.50 and can cover up to 2 pairs of pants being shipped together. If you buy more than 2 pairs in a single order they will arrive in multiple boxes, each of which costs £2.50 p&p.;

We do not charge p&p; to send gift vouchers to you, and when you buy them the p&p; on the pants they are used to purchase is included so the lucky recipient doesn't have to pay for delivery.

P&P; on one of our t-shirts is £4.00 and we can include up to 2 pairs of pants in with your t-shirt for no extra p&p; cost. Badges and album download vouchers delivered by post are free of p&p.;

Gift Vouchers

Our gift vouchers :

include item(s) as specified on the voucher and P and P;
are valid for specific items not specific amounts of money;
have no expiry date but can only be used for the item(s) specified on the voucher;
are only redeemable at our online shop www.whomadeyourpants.co.uk
can only be redeemed with the voucher code and the surname of the purchaser;
are non transferable;
have no monetary value;
are not exchangeable for cash;
are non refundable