Our Terms & Conditions

Our three websites (www.personalimpressions.com, www.countrylovecrafts.com and www.richstamp.co.uk) are updated by:

EM Richford Limited
Curzon Road
Chilton Industrial Estate
Sudbury, Suffolk CO10 2XW
United Kingdom (UK)
Tel: +44 (0) 1787 375241

Registered in England: No. 151054.  Registered Address: 6th Floor, Appold Street, London EC2A 2AP

All goods and services offered by us are subject to our Terms of Trading as detailed herein unless specifically varied in writing.

1. Prices:

• Although every effort has been made to ensure the prices on the website are as accurate as possible, prices can be changed without notice and we reserve the right to charge you as per the price in our back-office system.
• Where applicable, discounts are available on discountable goods.
• Advertised prices are (a) correct at the time of print (b) supersede those given in previous publications (c) subject to change without notice.
• We reserve the right to delete any item from our catalogue without prior notice.
• Trade prices start off at 50% off retail (retail prices are the prices you see before being accepted as a trade customer) and can be improved over a period of time.  Our discount thresholds are available on discountable products and are as follows: •             Trade Discount:  Spend up to £12k per annum to received 50% off retail•             Loyalty Discount:  Spend between £12-£24k per annum to receive 5% off trade•             Premier Discount:  Spend over £24k per annum to receive 10% off trade

2. Overseas/Export Orders:

• All export shipments are made on a DAP (delivered at place) basis unless agreed otherwise. Customers are responsible for investigating import Duties and Taxes due upon import before completing an order. Carriers may levy an administration charge and collect payment before delivery is completed. Please contact us for Tariff codes and Country of Origin if required to research this prior to ordering.
• EU Customers should ensure they have the appropriate EORI number from their Tax authority before ordering.
• Delivery will be charged at cost and will be based on the weight and volumetric size of the order – this will not be known until the goods have been picked and packed. A member of the team will contact you once we have received a delivery quotation from our couriers.
  
• A 15-20% restocking fee will be made on all returns where the customer has declined to accept import duties and taxes upon import. If customers decline to pay import duties and taxes and the carrier opts to destroy goods instead of returning them no refund will be issued.
• Please contact us before returning goods for any other purpose. Such consignments should be clearly marked as returned goods on the outer packing and on any accompanying commercial invoice to avoid further import charges being levied upon return.
  

3. Despatch:

• Goods will be despatched within 3-5 days from receipt of order – this excludes estimated transit times.
• Any time or date for delivery is given in good faith but is an estimate only. We shall not be held liable for the consequence of any delay, however caused.
  

4. Carriage:

• Delivery charges will show automatically in your basket when you confirm your order.
• Trade customers will be entitled to free or subsidised delivery charges.  Please contact us to ask for further information.
• For customers ordering bisque, delivery will be charged at cost and will be based on the weight and volumetric size of the order – this will not be known until the goods have been picked and packed. A member of the team will contact you once we have received a delivery quotation from our couriers.

5. Payment:

• Unless otherwise agreed in advance, payment will be required in full before the goods are despatched (payment can be made by debit card, credit card or BACs transfer).
• Where credit terms have been pre-agreed, payment is due on or before the Invoice payment due date and can be received via cheque made payable to EM Richford Limited or via an electronic transfer to HSBC Holborn Circus London EC1N 2HR, Account name EM Richford Ltd, Sort Code 40-11-58, Account Number 20044210. 
• Goods shall remain the property of EM Richford until full payment of the related invoices has been received.
  
• Interest and compensation arising from late payment may be charged in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
• Notwithstanding delivery and the passing of risk in the goods, or any other provision of these Conditions, the property in the Goods shall not pass to the Buyer until the Seller has received in cash or cleared funds payment in full of the price of the Goods and all other goods agreed to be sold by the Seller to the Buyer for which payment is then due.
• Until such time as the property in the Goods passes to the Buyer, the Buyer shall hold the Goods as the Sellers fiduciary agent and bailee and shall keep the Goods separate from those of the Buyer and the third parties and properly stored, protected and insured and identified as the Seller’s property but the Buyer shall be entitled to resell or use the Goods in the ordinary course of its business.
• Until such time as the property in the Goods passes to the Buyer (and provided such Goods are still in existence and have not been sold). The Seller shall be entitled at any time to require the Buyer to deliver up the Goods to the Seller and, if the Buyer fails to do so forthwith, to enter upon any premises of the Buyer or any third party where the Goods are stored and repossess the Goods.
• If these Clauses apply then, without prejudice to any other right or remedy available to the Seller, the Seller shall be entitled to cancel the contract or suspend any further deliveries under the contract without liability to the Buyer, and if the Goods have been delivered but not paid for the price shall become immediately due and payable notwithstanding any previous agreement or arrangement to the contrary.
•  All claims and shortages must be made in writing within 48 hours but no later than 7 days after receipt of goods quoting the Invoice Number and Date.
• A 15% handling fee will be charged for all wrongly ordered returned goods as long as they are: (a) Received in a resalable condition (b) Accompanied by a copy of the Invoice & an explanation for their return and (c) With authorised prior agreement.
• Errors and omissions excepted.

6. Back Orders:

• We are unable to offer a back-order service. All out of stock items will be removed from the order so that you can re-order next time.

7. Cancelled orders:

• For trade customers, cancelled orders will incur a restocking fee of 20%. This charge is only applicable for orders that have been picked and packed and it will be applied whether or not the consignment has left the warehouse. This restocking fee covers the admin, labour and packaging costs incurred for (a) preparing the original order and (b) returning the goods from the cancelled order back into stock.

8. Returns:

• New, unopened items can be returned for a credit or refund within 30 days of delivery.
• We do not accept returns on bespoke items e.g. personalised stamps.
  
• Customers are required to send back items at their own cost via any courier. 
• Parcels must be sent back via post only- we do not accept returns in person to our warehouses.
  
•  Please package the item(s) so that the goods arrive back in the same condition (and are re-saleable).  Please also include a note which specifies the following information (we  need this information so that our warehouse knows who has returned the goods):  
  • Your Name
  • Your Address
  • Your Contact number (in case we need to contact you for refunding)
  • Your original invoice or order number
  • Your reason for return
• Our return address is:
  • Personal Impressions or Country Love Crafts
  • Curzon Road
  • Chilton Industrial Estate
  • Sudbury
  • Suffolk
  • CO10 2XW
• Trade customers: Please note that we do not supply on a sale or return basis.  However, if a genuine mistake has occurred, then please call the office within 48 hours of receipt of the order to clarify the returns process.
  
• Once the goods have arrived back in our building a member of our team will raise a credit on your account for the goods and this will be emailed to you for your records.
• All returned items received by our returns department will have a refund for the original item fee paid.
  

9. Deliveries:

• Deliveries are made on weekdays (unless specific instructions are given for a Saturday delivery) and are generally between the hours of 9am and 6pm. We are unable to offer a timed service. We hope that your goods arrive within the expectations given by our sales staff. However, if your goods are late or the service is disappointing, please let us know immediately or within one working week so we can conduct appropriate investigations.
• We respect your right to receive our products in good condition and unreservedly will credit any damaged or unsatisfactory items. The item can then be re-ordered with your next order. If you require a specific number of items for an event, remember to order a few extra items as a contingency.
• Your invoice will be sent electronically once your goods are ready for despatch. 
• Unless you check your consignment while the courier waits, please do not sign for any goods without marking the paperwork as "unchecked". We are unable to make a claim on damaged goods unless this practice is followed.

10. Collections:

• If you live locally, you may wish to save delivery charges and collect the order yourself. Please let us know if this is your preferred option and remember to give us 48 hours notice to pick and pack your goods. 
• Please note we have two locations so the collection address and collection time will need to be pre-agreed.

11. Damages and order anomalies:

• Where possible, damaged items and order anomalies need to be reported within 48 hours of receipt. We are unable to make claims for compensation with our couriers unless we receive notification within seven days of receipt of goods.
• Damaged items will be credited but cannot be re-sent free of charge.
• We will require photographic evidence from any customers claiming credits for damaged items. Please email photographs to pisales@personalimpressions.com
• Regrettably, we cannot give a credit for problems that are reported later than 30 days from the date of the invoice.
• Stock cannot be returned unless a genuine mistake has been made. If this happens please call the office within 48 hours of receipt of the order.
• It is essential that all packaging is kept, and the parcel(s) involved are not removed from the delivery address. Doing so will invalidate any claim.

12. Service Pledge:

• At EM Richford Limited we understand that our customers expect friendly and courteous service.
• Our staff have been handpicked to form a team that works well together in order to deal with any problems and ensure that your order is despatched in a timely manner. We are constantly monitoring and changing our working practices to reduce errors and damages. Our pride in our company hopefully reflects in the contact you have with our staff and we welcome any feedback you can give us.

All content including Intellectual Property belongs to EM Richford Limited or its suppliers. 

Subject to the limitations below you are authorised to use the content for personal or non-commercial purposes, this use shall be limited to:

• Viewing on a computer screen
• Printing individual pages
• Storing individual pages electronically (disk)
• Storing individual downloads electronically (disk)

The content is owned by EM Richford Limited however EM Richford Limited can take no responsibility for the accuracy or completeness of material on the site.

a) Website Cookies:

• Like many websites, our websites place small data files known as cookies on your computer.
• The cookies on our site are not used to identify you personally but they can remember activities and preferences chosen by you and your browser. We have cookies that collect information on visitor data (number of unique visits & page views), download times (average, fastest, slowest), page statistics (most popular entry, exit and landing page) and browser data (browser used, search engine or direct link). To help improve our site content, we also record a list of search terms that are entered in our “search bar” and the number of times these search terms are used.
• Please be aware that our site uses cookies to ensure the integrity of transactional and navigational processes on the website. No personal information is retained and the session identification number automatically assigned to you when you use our website is deleted at the end of the transaction.
• If you continue to use our sites (www.personalimpressions.com, www.countrylovecrafts.com and www.richstamp.co.uk) we will assume your acceptance of our use of cookies.

b) Google Analytics:

• Google Analytics is an analytics product that EM Richford Limited has the option to use. It keeps track of the number of visitors to the site and the length of their stay. The metrics obtained through the use of first-party Google Analytics cookies do not include any information that would allow EM Richford Limited to personally identify visitors. The data is anonymous and is collected/stored on Google's servers. Full details on the cookies set by Google Analytics are published on the Google website. Google also publishes a browser add-on to allow you to choose that information about your website visit is not sent to Google Analytics.

c) Links to other websites:

• EM Richford Limited takes no responsibility for the content or availability of any other websites linked to all of our sites:  www.personalimpressions.com, www.countrylovecrafts.com and www.richstamp.co.uk.
• The privacy policies of these other sites may significantly differ from that of www.personalimpressions.com, www.countrylovecrafts.com and www.richstamp.co.uk. We are not responsible for the privacy practices of any other sites and cannot guarantee the security of any of your personal information collected there.

d) Limitations

• You may not distribute content without prior written permission from EM Richford Limited.
• You may not supply content to others, without prior written permission.
• You may not pass off content as your own.

e) Availability

E. M. Richford Limited takes reasonable care to keep all our websites available to you.  However, we offer no warranty that the site will be available at any specific time. Due to both operational and security issues, certain parts of the site may or may not be available to you.

f) Registering

It is a requirement that customers leave an email address, name address and postcode. These are used to better serve the users. This information is used to allow us to notify customers of updates and information about orders, products and services.

If you do not wish to receive our marketing emails (circa 2 per month) or would like to change the details held, please make changes via "My Account" when logged into our portal.  Alternatively, email pisales@personalimpressions.com or sales@countrylovecrafts.co.uk.

g) Passwords

It is the customers’ responsibility to keep and generate their passwords. 

h) Contact

If you need to contact us please use the "Contact Us" section on our websites.

i) Website Visitors

E. M. Richford Limited. takes its responsibilities regarding the protection of personal privacy very seriously. Any personal data requested on our website will be held securely and processed in accordance with the requirements of The General Data Protection Regulation 2016/679 - GDPR.

In each case where you may be invited to submit personal data, such as an e-mail or postal address or telephone number, you should find a clear statement of:

• What data will be held
• The purposes for which the data will be held
• A contact name, e-mail address or telephone number to use should you wish to check or amend the data held, or request the deletion of that data
• Whether any of the data will be disclosed to any third party, and if so, to whom.

If, after reading such a statement, you choose to submit any personal data, you are thereby giving your consent for that data to be held and processed for the stated purpose or purposes. If you find that such information is not available, or if you feel that it is unclear or inadequate, please contact pisales@personalimpressions.com.

j) Staff

As an employer, EM Richford Limited takes its responsibilities regarding the protection of its employee's personal privacy very seriously. EM Richford Limited holds staff information purely for company use. If for any reason, staff data needs to be passed to a third party, EM Richford Limited will obtain consent from the individual concerned, prior to disclosure.

Staff biographical details may be found on some Web pages. Where this occurs, these members of staff have given their consent for such information to be made available. However, publication in this way does not mean that such data have been placed into the public domain. EM Richford Limited retains control and copyright of such data and the data must not be reproduced or further processed without EM Richford Limited's authorisation.

k) Customers

As a supplier, EM Richford Limited takes its responsibilities regarding the protection of its customer's personal privacy very seriously. EM Richford Limited holds customer information purely for company use. If for any reason, client data needs to be passed to a third party, EM Richford Limited will obtain consent from the individuals concerned, prior to disclosure. EM Richford Limited does not sell or exchange customer data with third parties.

If you have any questions regarding the data protection statements found on this page, please contact pisales@personalimpressions.com.

L) Privacy Policy

The EM Richford Group of companies (trading as “Personal Impressions”, “Richford’s Commercial Stamps” and “Country Love Crafts”) collect some personal data for the means of marketing and processing orders for craft and stationery products. Our main business is Business-to-Business, wholesale supply of craft and stationery products. We restrict the personal data collected to the minimum required to market to you and fulfil orders.

We collect and may store the following personal data:

• Your name (a)
• Your full address –either home or business (a)
• Your contact mobile numbers (a)
• Your email address (a)
• Your Business's legal structure (sole trader, partnership, Limited company) (a).
• Your payment information, such as credit/debit card numbers and expiry dates (c)
• We also collect some information regarding your business that may demonstrate some of your personal habits. This includes information such as opening hours (a), or delivery instructions such as safe places to leave consignments (b).
• Details of transactions such as quotations, sales, and credits in line with VAT (b)
• We may also make notes on discussions with yourself or other relevant information such as communication preferences for future reference (b)
• We may make notes of pertinent information within the public domain regarding your business to influence future decisions (for example advertising your business for sale may be noted and influence credit control decisions). Any such use will be restricted to factual information (b)
• We may also make use of cookies (small files stored on your PC or internet browsing device) to allow you to stay logged into our website, and occasionally to track and understand our customer's browsing habits (a)

Categories of personal data marked (a) above are stored within our website and are viewable and updatable under the “My Account” area when logged in. They are also stored within our internal servers and databases for use in communication, fulfilling your orders, analysing sales trends (for example most popular product in Country X) and for planning and carrying out marketing activities. Some details may also be stored within third party databases (for example www.constantcontact.com our primary marketing tool).

Categories of personal data with (b) are stored within our internal servers and databases for use in, marketing providing quotations, fulfilling orders, credit control and compliance with legal requirements.

Categories of personal data with (a) or (b) will be passed to hauliers and carriers to enable the delivery of your orders and may be stored by these companies and their distribution partners to allow for future tracking of orders.

They may also be held within encrypted backups either on physical media or in carefully chosen third-party cloud backup services. Occasionally we may also need to provide access to vetted third parties for the purpose of identifying and repairing bugs in our IT systems.

Categories of personal data with (c) are stored in secure offline files. 

We rely on the data submitted by you is correct and rely on submissions to demonstrate consent to use your details. We, therefore, process your data either under the consent or legitimate interest principles of GDPR legislation. We do not purchase databases from third-party sources and do not sell your details to third parties.

m) Marketing:

Our preferred marketing method is email and for this, we currently use www.constantcontact.com as a processor. Constant Contact may store this data on their USA servers and are certified under the EU-US shield. EM Richford Limited use email to send you information on products and services and service updates for the “Personal Impressions” and “Country Love Crafts” divisions. We may also include industry news that we feel is relevant to the intended audience of the communication. We already ask for your consent upon signup, and you may unsubscribe at any time with the link at the bottom of every such email or by emailing us with a quick request. For this activity, E M Richford Limited are the controller.

We may occasionally send you marketing material in the post or contact you by phone. If you would prefer not to receive these communications then please contact us on the details below.

Requests to opt out of marketing will not stop essential communication for order processing.

We will endeavour to fulfil marketing opt-outs as soon as possible and always within 28 days.

n) Subject Access Requests, Corrections and Third-Party requests:

You have the right to access and check personal data held about you for accuracy. To do so simply contact us. We may take steps to confirm your identity (such as requesting previous invoice numbers). We will aim to complete this process and provide the data within 28 days.

If you find information on either website is incorrect (e.g. under the “My Account” section) then you may correct it.  If you find or believe other information is incorrect, please inform us.  We will then aim to correct the data as soon as possible. We may make notes of the previous details to ensure an accurate account history is maintained.

If you would like data deleted, then please inform us. If the request relates to information used for marketing, we will remove it as soon as possible. If it relates to information required for areas such as VAT compliance, we will suppress it to the maximum possible extent and delete it when the law permits.

If we are approached by third parties, such as external accountants seeking copy invoices, we will contact you for permission to disclose the information on the first occasion and may then record your consent to speed up future requests.

We may also occasionally need to disclose information to statutory authorities (such as police and local authorities) in connection with investigations – we will ensure any such disclosures are processed in line with the law.