Terms and Conditions

Where to find information about us

You can find everything you need to know about us, Arlo Living Limited (trading as Arlo & Jacob) (we, us, our), and our products on our website, in our catalogues/brochures, in these terms and/or from our sales staff before you place an order. When you place an order, that order will be subject to these terms and conditions.

The products

The products we sell are intended for domestic use in the United Kingdom and fall into the following categories:

• Made-to-order bespoke products - are custom crafted, all materials are tailored to your specific requirements. These are made-to-order bespoke products which have been (or are to be) manufactured (i) using a fabric you have selected which is within our standard fabric offering range and/or which (ii) are otherwise manufactured to your specification, for example, if you have requested shorter legs or a more overstuffed filling. Please note, Made-to-order bespoke items are not pre-stocked products, nor do they utilise stocked sundries or components.
• Ready-made products – these products are not Made-to-order bespoke and are generally held in stock.
• Outlet products - these are products which are sold at a reduced price because, for example, they have been returned by a customer, a customer has cancelled their order for the product, they are discontinued products or ex-display products. These products are sold-as-seen with minor defects as described and may not be in perfect condition.
• Customer own selection (COS) products - these are products which have been (or are to be) manufactured using a fabric outside our standard fabric offering range in circumstances where we will procure the selected fabric on your behalf and use it for the purpose of manufacturing the product(s). The attached “COS disclaimer)” applies to orders for COS products which you are required to read and sign. The lead time we provide will run from the date we receive the fabric and all required legal certifications relating to it. If we need to undertake testing on the fabric you have selected for safety and/or fire retardancy purposes we will charge a fee for carrying out that work.
• Spare parts - for our products, for example, spare feet, spare legs, replacement seat cushion covers, replacement back cushion covers, spare/replacement interiors/fillings, spare scatter cushions and connection clips.<

The type of product you have ordered (as described above) will be stated in the sales order. Specifications for each product type (excluding spare parts) are provided on our website and/or in our catalogues/brochures.

Due to the handmade and batch manufacture processes we adopt, no two products are identical. Most of our fabrics are yarn or batch-dyed, which means there can be a shade variation between batches. There may therefore be differences between samples, swatches and product finishes and between the product(s) you receive and the samples, swatches and product finishes you may have reviewed before placing your order. These differences are normal and do not constitute a design or any other type of fault.

We guarantee to make all products in your order from the same fabric batch, but we cannot guarantee that any future orders you place will match your original order exactly because the fabric batch will not be the same.

Our cotton, linen and velvet products are made from natural materials and accordingly they may not be uniform in colour or texture. It is part of the characteristics of these fabrics that may show bruising, stretch and natural slubs with handling and use. Other compositions such as wool may also be susceptible to pilling with general wear. It is your responsibility to understand the characteristics of the fabric you select but we can provide advice on request.

If you select a product with wooden legs please note that as wood is a natural material, the grain and colour may vary slightly from any samples and product finishes you may have reviewed whether in-person or online before placing your order.

As our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated - you should allow +/- 3cm tolerance on measurements provided in the product specifications.

A product's true colour may not exactly match that shown on your device or in our marketing literatures/brochures or its packaging may be different to that shown. We strongly recommend that you order samples of the fabric you intend to choose for your product(s) so that you have a reasonable idea of how the product(s) will appear in your home.

Product renders showing a configured product in your selected fabric are for indicative visualisation purposes only.Excluding in relation to COS products, we may offer a chargeable and optional insurance policy which covers the products for accidental damage for 5 years from the date of delivery/collection. This policy is subject to its own terms and conditions which we strongly recommend you read in full before purchase. If you have added this to your order it will be stated on your sales order. Any lead times we provide on our website are estimates only.

Orders are only accepted when we accept them in writing

If you have placed your order online, we’ll contact you by email to confirm we've received your order.

No order will be deemed accepted until we send a sales invoice to you by email which will constitute as confirmation of your order. The order confirmation will provide an estimated lead time. You are responsible for checking that the order confirmation is accurate.

You must be at least 18 years old to place an order with us.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product, fabric or component is unexpectedly out of stock or unavailable, because you have requested delivery outside of our delivery areas or because the product or a fabric or component was mispriced by us. When this happens, we let you know as soon as possible and discuss available options with you.

You're responsible for making sure your measurements are accurate

You are responsible for ensuring that the product(s) will fit into your home and your chosen room(s). If you need information or tips on how to measure you can contact our customer service team using the details displayed here: https://www.arloandjacob.com/contact.

You can also use our size guide to help you which can be found here: https://www.arloandjacob.com/how-to-measure-a-sofa. We do offer a “Fit Check” service. If this is of interest please do enquire.

Delivery

Information about delivery charges and the locations we deliver to can be found on our website here: https://www.arloandjacob.com/delivery-information. We deliver to mainland UK addresses only, subject to some limitations. For international delivery please contact us BEFORE placing your order to ensure we can meet your requirements.

When the product(s) you have ordered are nearing completion, we will contact you with a suitable delivery date. If you don’t accept the first delivery date we offer this will inevitably extend the estimated lead time we provided. You will need to be present for delivery.

Should you wish to delay delivery beyond your estimated lead time, we ask you advise at the time of placing your order. We are unable to delay any orders once production has commenced.

Within 3 weeks of placing your order, we will reach out to you by email and by text message to confirm your delivery date. You should accept the first delivery date given. It is your responsibility to let us know if you need to reschedule and should you be unable to accept we will provide an alternative date within a 14 day window. If you cannot accept either date, you will need to arrange an alternative delivery location that can accept one of the dates provided. Due to supplying a Made-to-order bespoke product we are unable to store large volumes of product.

When applicable, our pre-Christmas delivery promise can only be guaranteed if you accept the first delivery date we offer.

If you do not accept the first delivery date we offer and you do not agree a subsequent delivery date with us, we may at our discretion, hold the product(s) in storage at your risk for a maximum of 8 weeks beyond your lead time and you will be liable for our costs in this regard from £20 per seat (i.e. per seat in the armchair(s) or sofa(s)) per week.

Arlo & Jacob's TLC delivery team operate Monday to Saturday, between 7am — 6pm. Deliveries are not made on Sundays and public holidays in the UK. You will need to make yourself available for delivery at the end of your lead-time to accept the delivery slot. We will use reasonable efforts to deliver the products, provide the services and procure the third-party warranties, by the delivery date or within the delivery timescales stated in your order. If your lead-time moves, we will contact you and advise your options.

We are unable to transport products up more than 2 flights of stairs and we cannot deliver products through windows or over balconies.

If you cancel your delivery within 48 business hours of the planned delivery date or your delivery fails because you are not present, we will charge you the standard delivery fee for your location.

If a fit check has not been completed prior to the delivery and on the day your delivery fails because there are issues with accessing your property which we cannot reasonably overcome, we will endeavour to deliver the product(s) to another room in your home or to the garage, but if that is not achievable we will charge you our standard delivery fee from £149* to attempt a second delivery once you have made adjustments at home to accommodate the delivery. (*Delivery fees can be found here: https://www.arloandjacob.com/delivery-information)

If a fit check has been completed prior to the delivery and on the day your delivery fails because there are issues with accessing your property which we cannot reasonably overcome, we will advise you of your options within 3 working days.

It is your responsibility to ensure that your property is prepared for the delivery which includes (without limitation) moving personal items, protecting floors and walls, removing internal doors or bannisters, and keeping pets and children clear of the delivery area and the delivery team.

If any damage is caused to the products or your property directly as a result of our delivery service this must be reported to the delivery drivers immediately and marked on the delivery note (signed by you and a member of the delivery team) and to our customer service team within 24 hours of the delivery taking place along with photographs of the damage. If you do not do this we will not consider any liability for such damage.

Our delivery team may inform you that they are willing to deliver the products but that, in their opinion, access to the delivery address/location is inadequate for them to make delivery without risking causing damage to the products and/or your property or its contents. In these circumstances, if you request that our delivery team proceeds with delivery then such delivery will be at your own risk and we accept no responsibility for any damage that may occur. You will also be asked to sign a damage waiver.

We strongly recommend that you check the products on delivery in terms of their quality and also to ensure that you have received exactly what you ordered. If there are any issues they must be reported to the delivery drivers immediately and marked on the delivery note (signed by you and a member of the delivery team) and to our customer service team within 24 hours of the delivery taking place along with photographs of the damage. If you do not do this we will not consider any liability.

We strongly encourage you to retain the original packaging until the products have been thoroughly inspected.

If you request that we leave the items wrapped on delivery, we cannot be held responsible for any damage reported which was not marked on the delivery note at the time of delivery.

We do not offer a delivery service in respect of products purchased from our showrooms. Delivery of such items must be arranged by you in line with our showroom opening hours.

The products will be at your risk from the time of delivery/collection from us. Ownership in respect of the products will only pass to you once you have made payment in full.

Amendments to your order

We will not allow any amendments to orders for COS products once we have accepted the order.

Subject to the above, at our discretion and subject to availability, we may allow you to make amendments to an order we have accepted within 7 days of our acceptance. This includes amendments to the delivery address, the size of the product(s) ordered, the type of product(s), changes to the style or colour of feet selected or changes to a component or fabric you have selected. If we allow an amendment which results in a price reduction, we will provide a refund in respect of the difference provided that we have not already incurred non-cancellable costs in respect of your original order choice(s).

We can always change a product to reflect changes in relevant laws and regulatory requirements and to make minor technical adjustments and improvements.

If we wish to make other changes to your order (for example, if the fabric or product style or size you have ordered is unavailable or if the fabric you have selected does not meet legal requirements in terms of safety and fire retardancy), we’ll place your order on hold and notify you and, if you are not happy with the proposed changes, you can contact our customer service team using the details displayed here: https://www.arloandjacob.com/contact to end the contract before the change takes effect and receive a refund for any products you've paid for, but not received.

Guarantee

We offer a lifetime guarantee on the hardwood frames in our sofas, chairs and footstools provided that the products are and have been subject to normal domestic household use. This guarantee does not apply to:

• products with exposed frames;

If there is a problem with the hardwood frame or steel springs in one of our sofas, chairs or footstools you must notify us promptly on discovery, provide us with photographs depicting the problem and give us a reasonable opportunity to inspect and examine the product.

If we agree that this guarantee applies we will, at our option, repair or seek a satisfactory solution.

This guarantee will not apply if:

• you make any further use of the product after telling us there is a problem;
• the problem arises because you failed to follow our oral or written instructions as to use of the product or you failed to take reasonable care of the product;
• the problem arises due to damage, wear and tear or other external causes including (without limitation) overloading or exposure to extreme temperatures;
• the wood has cracked due to extreme changes in humidity or direct heat (such as via air conditioning units or radiators);
• you alter or repair the product without our written consent;
• you have tampered with the product including (without limitation) removing feet and not replacing them;
• the problem arises as a result of wilful damage, negligence or abnormal use.
• The following conditions also apply to this guarantee:
• only you, the original purchaser, can claim under this guarantee and you must be able to evidence that you are the original purchaser;
• you must have been resident in the UK at the time of purchase and be resident in the UK at the time of making the claim under this guarantee.
• Except as provided in this clause, we will have no liability to you in respect of a problem with the hardwood frame or steel springs in one of our sofas, chairs or footstools.
• Note: Guarantees apply to contracts made with Arlo Living Limited only. We are not liable for any product purchased with the company’s predecessor H&F Upholstery. This means we are not liable for any product purchased prior to 1st April 2020.
• Soft components; fabrics and interiors, are covered for a period of 12 months in line with your statutory rights. This warranty does not cover damage caused by misuse, neglect, or normal wear and tear. To maintain your sofa’s condition, we recommend following the care guidelines provided at the time of purchase.
• See the section ‘reporting a fault’ for more information.

Price and payment

The price, our payment processes and our accepted payment methods will be explained to you during the order process.

The price of the product(s) and applicable delivery charges will be confirmed in the sales order.

The prices we provide are inclusive of VAT.

You must pay at the time you place your order and only when payment is made successfully will we provide the sales invoice and confirmation via email.

Alternatively, you may arrange your payment via our finance partner (currently V12 Finance) provided that your order meets the minimum total value of £2,000 and does not exceed the maximum total order value of £15,000. If you do this we will not confirm your order and provide a sales invoice until you have entered into an agreement with V12 Finance and paid a deposit to us of at least 25% of the order value. Your monthly repayments will commence from the date of delivery/collection. V12 Finance cannot be used for the purchase of outlet products. Your credit application will be subject to V12 Finance’s own criteria and terms and conditions which we strongly recommend you read in full prior to requesting an assessment or entering into the finance arrangement. V12 Finance will carry out a credit assessment and advise us of the result. We will hold your order enquiry and allow 7 days from the date of your order enquiry for you to enter into the finance agreement with V12 Finance and pay the deposit and if you do not do so we will not progress your order enquiry and treat it as cancelled. If your application to V12 Finance is declined you will need to utilise another accepted method of payment if you wish to proceed with your order. If you decide to apply to V12 Finance you consent to their processing of your personal data in accordance with their privacy notice at: https://www.v12retailfinance.com/privacy-statement.

Prices for our products may change from time to time, but changes will not affect any order you have already placed.

We sell a large number of products through our website. It is always possible that, despite our reasonable efforts, some of the products on our website may be incorrectly priced. If we discover an error in the price of the products you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the products at the correct price or cancelling your order. We will not process your order until we have your instructions. 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. If we mistakenly accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may cancel supply of the products and refund you any sums you have paid.

Spare Parts

Spare parts can be ordered for a charge. These however are not stocked and delivery will be subject to the spare parts arriving. We offer spare part and installation fees upon request.

Promotions

From time to time we run sales and promotions and offer discounts and we reserve the right to withdraw them at any time. These will each have specific terms and conditions you have to meet to be able to apply them to your order and they will run for the time period specified only.Promotional codes and discounts cannot be stacked and you can only use one promotional code per order unless otherwise stated. Promotional codes cannot be used for the purchase of outlet products. Promotional codes can be applied to orders placed online on our website or in-person or by telephone by quoting the promotional code. Promotional codes cannot be applied to delivery charges or to the purchases of gift vouchers. Promotional codes must be entered/provided exactly as given to you. When placing an order online the promotional code must be entered into the “Voucher Code” field on the basket page and applied for the discount to be activated.

We charge interest on late payments

If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product(s) ordered, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control

If our supply of a product to you is delayed by an event outside our control (including (without limitation) raw material shortages or delays in obtaining fabrics or components), we’ll contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial, you can contact our customer service team using the details displayed here: https://www.arloandjacob.com/contact.

If you’re unable to provide us with the requested information we need or do preparatory work as agreed with us

We may need to apply additional charges if the requested information isn’t provided, for example, about colours or materials or about how we can access your property for delivery or if you don't do preparatory work to enable delivery, as agreed with us.

Refunds

Please note our products are made-to-order bespoke with the exception of outlet or showroom stocked items. These are created specifically to your requirements and therefore cannot be cancelled, changed, or refunded once an order has been placed.

Reporting faulty products

If you think there is something wrong with a product you have received from us, you can contact our customer service team by email to customercare@arloandjacob.com.

We honour our legal duty to provide you with products that are as described to you and that meet all the requirements imposed by law.

If within 30 days of the date of delivery to you, you consider that a product is or has become faulty due to a manufacturing defect please notify us and provide photographs of the problem and also provide your proof of purchase. If we agree that a product is faulty and that is as a result of a manufacturing defect we will liaise with you as to whether the product is repaired or seek a satisfactory solution.

If we agree a product is faulty, you’ll have to liaise with us so that we can arrange to collect the product within 14 days. Unless we agree the product is faulty, returns are at your cost and we will charge a collection fee.Products must be packaged for return in the same packaging in which they were received. If you do not have the original packaging you must notify us so that new packaging can be organised and, unless the product is faulty, a fee for those packaging materials will be deducted from any refund due to you or charged to you. Products must be returned in a saleable, unused condition.If you handle the product in a way which would not be acceptable in-store, we’ll reduce any refund due to you, to compensate us for its reduced value. In some cases, because of the way you have treated the product, no refund may be due.This does not affect your statutory rights.

We can end our contract with you

Please refer to our deliveries web page, if your delivery address falls outside of our standard delivery zone – please refer to our deliveries webpage. In such cases, customers will be responsible for covering delivery charges to and from our delivery zone.

We can end our contract with you and claim any compensation due to us (including enforcement costs) if:

• you don't make any payment to us when it's due;
• you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product(s);
• ·you don't, within a reasonable time, either allow us to deliver the product(s) to you or collect it from us. If you have agreed to collect the product(s) but you don't do this within 14 days then (unless the product is made to your specifications or is personalised) we’ll treat your order as cancelled and refund the purchase price.

Limitation of Liability

We’re responsible for foreseeable losses caused by our breach. We don’t cover losses that aren’t foreseeable, are unrelated, or arise from business use.

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We do not accept any responsibility for fading or discolouration to products which is caused by exposure to (direct or indirect) sunlight. Sunlight affects different fabrics in different ways, but sunlight, whether direct or indirect, will nevertheless always affect fabric colour. Darker fabrics are likely to discolour and fade more. Different fabrics, dark or light are liable to fade or discolour at different rates.

Aftercare

We strongly recommend that all upholstery is cleaned in situ by a professional upholstery cleaning specialist every 18 - 24 months depending on frequency of use and we also recommend that you regularly plump the cushions as part of your sofa maintenance routine. You can contact our customer service team using the details displayed here: https://www.arloandjacob.com/contact if you have any questions about cleaning or caring for your products.

We use your personal data as set out in our privacy notice

How we use any personal data you give us is set out in our privacy notice which can be found here: https://www.arloandjacob.com/privacy-policy-cookie-restriction-mode.

You have several options for resolving disputes with us

Complaints. Our customer service team will do their best to resolve any problems you have with us or our products as per our complaints policy. You can contact our customer service team using the details displayed here: https://www.arloandjacob.com/contact. Please also refer to our website here: https://www.arloandjacob.com/complaints.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply.If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.