Terms of service
Last updated: 31 October 2026
1. HOW TO CONTACT US AND GENERAL INFORMATION ABOUT US
This website, www.eldonlondon.co.uk , or any URL that may replace it, is operated by Eldon London Limited, a company registered in England and Wales under company number 12889183, with its registered office at 42 Leinster Gardens, London W2 3AN. We have previously traded as Eldon Cashmere and Portobello Cashmere. Our VAT registration number is GB367824950.
We can be contacted by email at info@eldonlondon.co.uk or telephone on +44 (0) 20 3886 2560.
2. DEFINITIONS
The following definition shall apply to these Terms and Conditions
- "we", "us" and "our" refer to Eldon London Limited, which has previously traded as Eldon Cashmere and Portobello Cashmere;
- "you" and "your" refer to you, the customer;
- "UK" means United Kingdom, being England, Wales, Scotland and Northern Ireland;
- "EU" means European Union member state, which no longer includes the UK;
- "Non-EU" means all other countries that are not an EU member state or the UK;
- "Services", "Platform" and "Websites" mean www.eldonlondon.co.uk, any other address that may replace it, and the addresses we have previously used, www.eldoncashmere.co.uk and www.portobellocashmere.co.uk, which now direct to it;
- "Order" means an order placed by you through the Website for one or more Goods, to which these Terms and Conditions apply;
- "Goods" means the products, including clothing and accessories, that we offer for sale through the Website;
- "Contract" means the agreement between you and us for the sale of Goods, formed as set out in section 5;
"Dispatch Confirmation" means the email we send to confirm that your Goods have been dispatched; - "Personal Information" means the details you provide when using the Website, such as your name, billing and delivery addresses, telephone number, email address, payment details and password;
- "Product" means a product displayed for sale on the website;
- "T&C's" means these Terms and Conditions;
- "Event Outside Our Control" means any act or event beyond our reasonable control including without limitation, Government Lockdowns, Strikes, Lock-Outs or other industrial actions by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, threat or preparation of war (whether declared or not), storm, fire, explosion, flood, earthquake, subsidence, epidemic or other natural disaster, failure of public or private telecommunications, impossibility of the use of transport - such as railways, shipping, aircraft, motor transport of other means of public or private transport.
3. GENERAL
Access to and use of this website, and the products and services available through it, are subject to these Terms and Conditions. By using the Website or placing an Order, you agree to them. We may update these Terms from time to time. The version in force when you place your Order will apply to that Order.
The Website may contain links to other websites that we do not operate. We have no control over those websites and accept no responsibility for them, or for any loss or damage that may arise from your use of them.
While we take care to keep the information on the Website accurate, we make no warranties, express or implied, as to its accuracy.
If you have any questions about these Terms, our products or the Website, email info@eldonlondon.co.uk.
4. PLACING AN ORDER ONLINE
The Website is for personal use only. You must be at least 16 years old to place an Order, and you may not use the Website for any commercial purpose.
These Terms apply to every Order. As part of the ordering process you will be asked to accept these Terms, and you should read them carefully before doing so. If you do not accept them, you will not be able to order Goods through the Website.
It is your responsibility to check your Order before submitting it and to ensure that the details you provide are complete and accurate.
The Contract is the entire agreement between us in relation to its subject matter. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty that is not set out in the Contract.
5. HOW THE CONTRACT IS MADE BETWEEN US
When you place an Order through the Website, you are offering to buy those Goods from us.
After placing an Order, you will receive an email acknowledging that we have received your Order. This email is only an acknowledgement and does not constitute acceptance of your Order.
Your Order is accepted, and a Contract is formed between us, when we send you a Dispatch Confirmation. Only the Goods listed in that email form part of the Contract.
Payment is taken when you place your Order. If we are unable to supply any of the Goods, for example because they are out of stock or no longer available, or because of a pricing error on the Website, we will let you know by email. You may then choose alternative Goods, or, in the case of a pricing error, order the Goods at the correct price. Otherwise, we will refund the amount you paid for those Goods in full.
6. OUR GOODS
Images of our Goods are for illustration only. We take care to make sure they are a fair representation, but colours can vary between screens and images may not show the true size of the Goods. As our pieces are made from natural fibres, slight variations in colour and texture are part of their character.
For the purpose of the Contract, the quantity and description of the Goods will be set out in the Dispatch Confirmation.
We reserve the right to alter the Goods or any relative specifications at any time. In such circumstances we shall notify you as soon as practicable by email and will not process your Order until you have confirmed that you wish us to proceed.
We are under a legal duty to supply Goods that are in conformity with this Contract. As a consumer if you have any questions or concerns about your Goods, contact us using the details in section 1. Nothing in these Terms affects your statutory rights.
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Summary of your key legal rights This is a summary of your key legal rights under the Consumer Rights Act 2015, which are subject to certain exceptions. For detailed information, visit citizensadvice.org.uk or call the Citizens Advice consumer helpline on 0808 223 1133. Goods must be as described, fit for purpose and of satisfactory quality. If they are not:
See also section 9 (Your Right To Cancel). |
7. DELIVERY
We will deliver the Goods to the address given in your Order as soon as reasonably possible, and in any event within 30 days of the date of your Order. Delivery may be affected by an Event Outside Our Control. If we are unable to meet an estimated delivery date, we will contact you with a revised date. Delivery times and charges are set out in our Shipping Policy.
The Goods become your responsibility once they are delivered to the address you gave us, or once you collect them from us. Ownership of the Goods passes to you once we have received payment in full, including any delivery charges.
8. PRICE AND PAYMENT
The prices of the Goods on the Website and in your Dispatch Confirmation are in pounds sterling and include VAT and any other applicable UK taxes, charged at the rate in force at the time of purchase. In the event of any pricing errors, we will notify you by email and give you the opportunity to re-confirm your Order at the correct price.
Orders delivered outside the UK may be subject to import duties and local taxes, which are payable by you unless stated otherwise at checkout.
You must pay for the Goods at the time of submitting your Order, using one of the payment methods shown at checkout.By submitting your payment details, you confirm that you are authorised to use that payment method and that all the information you provide is true and accurate, and you authorise us to charge all amounts payable in connection with your Order, including VAT and any other applicable taxes. Payments may be subject to validation checks and third party authorisation.
9. YOUR RIGHT TO CANCEL
If you are a consumer, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your Contract and receive a refund during the period set out below in section.
You may cancel at any time from the date you place your Order until 14 days after the day you, or someone you nominate, receive the Goods. If your Order is delivered in several parts, this period ends 14 days after you receive the last delivery.
To cancel, you must notify us in writing by email at info@eldonlondon.co.uk. or by post to Eldon London Limited, 42 Leinster Gardens, London W2 3AN. Your cancellation takes effect from the date you send your email or post your letter.
If the Goods have already been delivered:
- you must return them to us within 14 days of telling us you wish to cancel. We recommend using a tracked or signed for service and keeping your proof of postage;
you are responsible for the cost of returning the Goods, unless they are faulty or not as described; - in the event that you do not return the Goods to us in accordance with section above, we shall be entitled to charge you our direct costs of recovering the Goods from you;
We will refund the price of the Goods and the standard delivery charge you paid within 14 days of receiving the Goods back, or of you providing proof of return, whichever is sooner. Refunds are made to the original payment method.
We may reduce your refund if the value of the Goods has been reduced by handling them more than was necessary to examine them, for example if they have been worn, washed or damaged.
10. RETURNS
If you are unsatisfied with your purchase, you may return it to us for a refund within 14 days. This includes items bought in the sale or with a promotional discount. To qualify for a refund, items must be unworn and returned in their original condition with all tags and packaging intact.
We are unable to offer exchanges by post. Online orders may be exchanged in our shop at 21 Connaught Street, London W2 2AY, within 14 days of delivery.
Return postage is your responsibility. Keep your proof of postage, as we cannot accept liability for parcels lost in transit.
If your Goods are faulty or not what you ordered, you should contact us at info@eldonlondon.co.uk or on +44 (0) 20 3886 2560 and we will arrange the return at our expense.
Full details of how to return an item can be found on our Returns page.
11. COOKIES
Like many websites, we use cookies and similar technologies. A cookie is a small data file stored on your device. We use cookies to make the Website work, to understand how you use it, to monitor traffic and to improve our services. For full details, including how we use your Personal Information, are set out in our Privacy Policy.
12. YOUR OBLIGATIONS AND CONDUCT
You must provide accurate information when using the Website, including your name, contact details and delivery address. When using the Website, you must comply with all applicable laws.
You are responsible for choosing a password that is unique to your Eldon London account, and for keeping it secure and confidential.
Your use of the Eldon London website is subject to our Privacy Policy and these Terms and Conditions. If you do not agree to them, you may not use the Eldon London website. You should check this page regularly for any changes.
You must not misuse the Website. You will not: commit or encourage a criminal offence; transmit or distribute a virus, Trojan, worm, logic bomb or any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of the Services; corrupt data; cause annoyance to other users; infringe the proprietary rights of any other person; send any unsolicited advertising or promotional material; or attempt to affect the performance or functionality of any computer facilities accessed through the Website. Breaching this provision may be a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and disclose your identity to them.
We may remove or amend the Services, or restrict access to some or all of the Website, without notice. We will not be liable if the Website is unavailable at any time or for any period. We may bar users from the Website on a temporary or permanent basis.
13. INTELLECTUAL PROPERTY, SOFTWARE AND CONTENT
This website is owned and operated by Eldon London Limited, unless stated otherwise on the site.
Our content
Everything on this website belongs to Eldon London Limited or is used under licence. This includes logos, text, photographs, graphics, trademarks, artwork, sounds, music, user and visual interfaces, scripts and computer code (together, the “Content”). It also includes the design, structure, look and feel of the website, and the way the Content is selected, coordinated and arranged.
The Content is protected by copyright, trademark and other intellectual property laws in the UK and around the world. All rights are reserved by Eldon London Limited and its licensors.
What you may do
You may view, store and print the Content for your own personal use only, and not for any business or commercial purpose. You may link to this website from another site, provided you credit this website as the source and the link does not disparage or discredit Eldon London Limited.
What you may not do
Unless these Terms and Conditions allow it, or we have given our prior written permission, you may not:
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- copy, reproduce, republish, upload, post, publicly display, translate, transmit or distribute any Content, in any format;
- edit or manipulate the Content, or use it in connection with any business or commercial activity;
- display this website or its Content within another website (known as framing);
- modify, translate, reverse engineer, decompile, disassemble or create works based on any software or documentation supplied by us or our licensors
Trademarks
The graphics, logos, page headers, button icons, scripts and service names on this website are the trademarks and trade dress of Eldon London Limited. They may not be used with any product or service that is not ours, in any way likely to confuse customers, or in any way that disparages or discredits Eldon London Limited. Other trademarks on this website belong to their respective owners, who may or may not be connected with, or sponsored by, Eldon London Limited.
No licence implied
Nothing on this website gives you any licence or right to use the website or its Content, whether by implication, estoppel or otherwise. The only exceptions are uses these Terms and Conditions of Business expressly allow, or uses permitted in writing by Eldon London Limited or by the third party who owns the rights in that material.
14. REGISTRATION, PERMISSIONS AND COMMUNITY PARTICIPATION
We will use your Personal Information in line with our Privacy & Cookie policy, which are incorporated into and form part of these Terms.
When you create an account, you agree that the information you provide is accurate and that you will keep it up to date, either by updating your account or by contacting us at info@eldonlondon.co.uk or on +44 (0) 20 3886 2560.
You must not impersonate any other person or organisation, or use a false name or a name you are not authorised to use.
Keeping your account secure
You are responsible for keeping your account and Personal Information confidential. You must notify us immediately if you become aware of, or suspect, any unauthorised use of your account, misuse of your Personal Information, or breach of security. If you use a shared device, you should sign out at the end of each session. We will not be liable for any loss or damage caused by your failure to follow this clause.
Closing accounts
We reserve the right to close any account that we believe is using proxy IP addresses to hide the use of multiple accounts, or that disrupts any of our services in any way.
Orders
When you place an order, you confirm that all the details you give us are true and accurate, that you are the authorised user of the card or PayPal account used, and that there are enough funds to cover the cost of the order. We may verify your card or PayPal details before accepting your order. Once your order is accepted, we will email you when it has been dispatched. Advertised prices may change.
15. DISCOUNT CODES
We offer promotional discounts using promotional discount codes. These discounts are subject to the terms and conditions that will be issued with the code.
16. COLLECTIONS
We offer collection service only via bookings. Email us at info@eldonlondon.co.uk or call us at +44 (0) 20 3886 2560 for bookings.
17. DISCLAIMER OF LIABILITY
The information contained in this website is for general information purposes only.While we endeavour to keep it up to date and correct, we make no representations or warranties of any kind, express or implied, about its completeness, accuracy, reliability, suitability or availability.
We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or failing to use reasonable care and skill. 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, for fraud, or for breach of your legal rights as a consumer.
We will not be liable for any loss or damage caused by a distributed denial of service attack, viruses or other technologically harmful material that may infect your computer equipment, programs, data or other proprietary material due to your use of the Website or your downloading of any material posted on it, or on any website linked to it.
The Website may link to other websites which are not under our control. We have no control over the nature, content and availability of those sites, and the inclusion of a link does not imply a recommendation or endorsement. Every effort is made to keep the Website running smoothly, but we will not be liable for it being temporarily unavailable due to technical issues beyond our control.
Information on the Eldon London website may contain technical inaccuracies or typographical errors. We aim to make our descriptions as accurate as possible, but do not warrant that the content of the Eldon London website is accurate, complete, reliable, current or free of errors.
18. LINKING TO THIS WEBSITE
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not create a link that suggests any form of association with, approval of or endorsement by us where none exists, and you must not link from any website that you do not own. The Website must not be framed on any other site. We may withdraw linking permission without notice.
19. DISCLAIMER AS TO OWNERSHIP OF TRADEMARKS, IMAGES OF PERSONALITIES AND THIRD PARTY COPYRIGHT
Any third party trademarks, images or copyright material that appear on the Website remain the property of their respective owners. Their appearance does not imply any endorsement of, or association with, Eldon London. If you believe any content on the Website infringes your rights, you should contact us at info@eldonlondon.co.uk and we will look into it promptly.
20. COMPLAINTS
Any complaint should be sent to us by email at info@eldonlondon.co.uk or on +44 (0) 20 3886 2560. We will do everything we can to resolve it promptly.
21. ALTERNATIVE DISPUTE RESOLUTION
Alternative dispute resolution is a process in which an independent body considers a dispute and helps to resolve it without going to court. If we are unable to resolve your complaint, you can contact Citizens Advice for free, independent guidance on your options.
22. Governing Law
These Terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
23. ENTIRE AGREEMENT
These Terms and Conditions constitute the entire agreement of the parties and supersede all preceding and contemporaneous agreements between you and Eldon London Limited. Any waiver of any provision of the Terms and Conditions will be effective only if in writing and signed by a director of Eldon London Limited.