Terms & Conditions

Ordering

Making a Love Towels purchase could not be easier. Just browse our online store and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

Orders placed by you on Love Towels website is an offer by you (the customer) to purchase particular goods for the price advertised (including the delivery charges) at the time you place your order. You will receive a confirmation e mail indicating that we have received your order and a further e mail advising you we have shipped your order. Love Towels reserves the right to accept or reject your offer for any reason, including without limitation, to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. Should we be unable to supply a product ordered by you, we will issue a refund.

Free Gifts

Only purchases of white towels, bathmats and bathrobes WILL include 2 free gifts.

Purchasing candles, diffusers and pure wool dryer balls independent of white towels, bathmats and bathrobes WILL NOT attract the 2 free gifts, these are directly related to laundry care.

Back Orders

If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait. Backordered items are not charged until they are shipped.

All unpaid or incomplete orders are automatically deleted from our system in 28 days. Any orders that cannot be completed due to address queries, out of stock items or otherwise will be refunded and cancelled if we do not receive a response from the customer within 28 days of us informing them of any issues.

Cancellation Policy

You can of course cancel your order at any time during the ordering process before dispatch just drop an e mail to hello@lovetowels.co.uk and we will check the status of your order.

  • If the items have not been shipped, we can cancel the order and process the refund same day 
  • If the items have already been shipped, you will need to follow the returns process listed above

If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.

Payment 

We accept payment for goods via all major credit, debit cards and Paypal and offer our customers a secure, reliable and trusted payment system meaning that we do not need to see or store your credit card details, therefore further reducing the risk of your card details being intercepted.

Stripe Payment Gateway is 100% secure, complete with SSL security. The secure padlock will appear on the page where your payment is processed.

When you enter your name, address and credit card details to our shopping cart system, the details are processed by Stripe to pay for your order. Your payment information is not visible to nor accessible by Love Towels, but solely by Stripe Payment Gateway, giving you the ultimate in security when using our site.

Prices 

All prices shown on our website are inclusive of VAT at the current rate 20%, and in British Pounds, current at the time of issue, but may change at any time and are subject to availability.

Delivery 

Love Towels use a variety of carriers to deliver their products. The shipping price is based on weight and size, our luxury white towels and bathrobes are thick, fluffy and enviable in weight so using a variety of service providers allow us to make sure your delivery cost remains competitive at all times.

Delivery Service

  • All orders are lovingly picked and packed daily Monday - Friday
  • We aim to provide a 2 day delivery service throughout the UK Mainland and a 3-5 day delivery service for offshore and Europe Monday – Friday
  • We use a 3rd party service to deliver our packages, we rely on them to deliver your orders on time, any issues with late delivery please contact us by e mail hello@lovetowels.co.uk where we will be happy to investigate
  • If you are local (PA1, PA2, PA3, PA4, PA5, PA6, PA7 and PA8) we offer FREE DELIVERY
  • If you need your order urgently, please get in touch as we may be able to personally courier it to you same day.
  • Love Towels products are on sale InCube Shop, Gilmour St, Paisley should you wish to view before you buy, or take away same day (subject to stock holdings)
  • Some carriers offer delivery notifications by text or e mail in advance of delivery 
  • Orders placed over the weekend or bank holidays will not be processed until the next working day
  • Delivery is subject to stock availability, we will advise any out of stock situations by e mail
  • Please add up to 5 days for embroidery/personalised orders (maybe more in busy periods max 10 days)
  • We are unable to deliver to a PO Box
  • Should we experience a high volume of orders resulting in your delivery being delayed, we will let you know by e mail 

Estimated Delivery Cost

Cost is based on weight and size, price listed below should cover most orders. Should your order weigh over the threshold, you will be alerted at checkout before paying and have the option to cancel/change your order at that point.

UK Mainland

  • Standard UK delivery (2 working days)  £6.50 
  • Next working day £14.95

Offshore

  • Scottish Highlands and Islands (3-5 working days) £11.50
  • Ireland (3-5 working days)  £11.50
  • Channel Islands (3-5 working days) £16.00

Europe 

  • Belgium, France, Germany, Luxemburg, Netherlands, Austria, Denmark, Switzerland, Czech Republic, Italy, Slovakia, Spain, Portugal (3-5 working days) £15.50
  • Croatia, Estonia, Finland, Hungary, Poland, Portugal, Slovenia, Sweden, Bosnia, Bulgaria, Greece, Iceland, Latvia, Lithuania, Norway, Romania, Serbia (3-5 working days) £24.50

Rest of the World

  • Please contact Love Towels on hello@lovetowels.co.uk for a quote, listing the products you would like to order, the full postal delivery address and post code and we will get back to you with a quote within 24hrs
  • Your purchase may be subject to import duties and taxes, which are levied once your parcel reaches your country. You must meet any additional charges for customs clearance
  • Customs policies vary widely from country to country so we recommend you contact your local customs office for further information

Order Confirmation 

  • On receipt of your order you will receive a confirmation e mail from Love Towels with your order details 
  • When your order is shipped you will receive an update e mail from Love Towels
  • Some of our carriers offer delivery notifications by text or e mail in advance of delivery 

Returns & Refunds

All orders are lovingly handpicked and packed and we only send out product in perfect condition. We hope you will love everything that you buy from us but if something isn’t quite right or not what you expected we welcome your return. We offer a no quibble money back guarantee on all purchases if you are in any way dissatisfied except for products that have been personalised and are bespoke to you, these cannot be returned.

How to make a return

Please send us an e mail at refund@lovetowels.co.uk advising you wish to make a return

  • Order number
  • Items for return
  • Reason for return

Please note:

  • Items must be returned within 14 days of receiving your order 
  • Items must be returned unused   
  • If returning part of your original order you are welcome to keep the complimentary 

laundry care gift

  • If returning all of the original order we ask you to return the complimentary laundry care gift
  • Embroidered items should not be returned. These are a bespoke item, not suitable for re sale and therefore cannot be returned for a refund.

Returns Address 

Please fill in the returns form sent with your original order and send this together with the return items, securely packaged to:

Love Towels

3 St Margarets Ave

Paisley

PA34DL

Scotland

If you have lost the returns form, please print one here.

Return Carriage Cost

We would love to pay for our customers returns, however as we are a new business we are unable to at this time. Some companies that offer free returns absorb the costs in other areas – for example putting up the price of their products. We don’t want to do that, so decided to keep things as transparent as possible by letting you know from the offset. 

  • Items are returned at your own risk and cost, we recommend you get proof of sending as we cannot be responsible for parcels that do not reach us
  • Love Towels will of course pay returns cost if the items received by customer were faulty or different from those ordered. If returning faulty items from Offshore or Europe, please contact us before sending refund@lovetowels.co.uk - the cost of carriage may outweigh the value of items coming back and we will instruct accordingly.

Refunds

  • On receipt of your returned items, and providing they are in a saleable condition, you will be refunded for the goods only (not postage) and the refund will be processed within 3 days of receipt using the same method of payment that was used to pay for your order
  • You will receive an email confirmation from Love Towels to advise your refund has been processed
  • Please be aware that banks might take an additional 2-14 days to refund the amount to your card
  • Faulty items will be refunded including the postage (using our Love Towels postal rates listed on the delivery page)

If you have a question about our Returns Policy please email refund@lovetowels.co.uk and we'll get back to you within 24 hours.

Cancellation Policy

You can of course cancel your order at any time during the ordering process before dispatch just drop an e mail to hello@lovetowels.co.uk and we will check the status of your order.

  • If the items have not been shipped, we can cancel the order and process the refund same day 
  • If the items have already been shipped, you will need to follow the returns process listed above

Dogs Trust

The Dogs Trust (giving your old towels and new home)

Love Towels give you the opportunity to send your old towels to The Dogs Trust, a national charity who care for, rescue, rehabilitate, release and rehome dogs. They would really appreciate this kind gesture and your old towels will be used to line day beds for poorly dogs to snuggle up to, and used for washing and drying the dogs as they prepare to leave for their new home. Towels tied in knots also come in useful for puppy toys.

If you would like to give your old towels a new home and send them to The Dogs Trust, please e mail us hello@lovetowels.co.uk and we will arrange a parcel collection free of charge at a time to suit you. Please package the items securely, insert the note for Dogs Trust and use the address label both of which we will provide for you by e mail following your request.

Please Note – This service is only for old towels, the items will go directly from your address to The Dogs Trust

Please do not include any other items in the return package other than your old towels.

Personalised Embroidery

Love Towels offer a personalised embroidery service, allowing you to add initials, name and images to our products.

Letter sizes will be about 2.5cm in height, initials and images will be slightly larger around 4cm in height. Due to the variety of product and size our embroidery technician may need to tweak the size of letters and numbers to create a professional finish and make sure they are in proportion for the products you choose. 

You will note we offer 2 thread colours, grey and black due to popular demand, however should you want another colour we are happy to facilitate, simply e mail hello@lovetowels.co.uk and we will accommodate the best we can.

  • Embroidered products take a little longer than standard, please allow up to 7 days for delivery
  • Embroidered images shown on website are for illustration purposes only
  • Embroidery thread on illustration is a guide and may vary slightly from actual 
  • The Flute 2020 image is static and suitable for any ‘celebrations’ that take place this year-anniversaries, engagements, weddings etc. and therefore cannot be changed.
  • The House 2020 image is static and suitable for housewarming gifts, new homeowners established this year and therefore cannot be changed.
  • Embroidered goods are non-refundable as they are a bespoke item and therefore not suitable for re sale (Please make sure you check and check again the spelling before submitting your order as once the embroidery is underway we will not be able to make changes and will have to consider the item sold)
  • Any embroidery requests with objectionable content will not be honoured

Gift Vouchers 

Love Towels offer gift vouchers, beautifully packaged.  

  • Not redeemable for cash
  • Non transferable
  • Can only be redeemed online www.lovetowels.co.uk
  • Must be used by the expiry date on the voucher (valid for 1 year from date of issue)
  • Love Towels cannot be held responsible for loss or theft of gift voucher

Please note: Gift Vouchers are sent first class post, same day as ordered for a speedy delivery and will require a signature on receipt for safe delivery. Voucher value can be spent in full online at point of purchase, if not any remaining voucher balance will be credited to the recipients account for use against next purchase. Voucher values redeemable against products and not carriage.

Candles

Warning:

  • May cause an allergic skin reaction
  • If on skin, wash with plenty of soap and water
  • if skin irritation or rash occurs, seek medical advice/attention
  • Dispose of contents/container at approved disposal site in accordance to local regulation
  • Toxic to aquatic life with long lasting effects

Instruction:

  • Remove all packaging before lighting
  • Place on a suitable level surface away from draughts, flammable materials and external heat sources such as a fire or radiator
  • Protect surfaces from heat or liquid wax
  • Do not move a burning or recently extinguished candle
  • Keep out of reach of pets and children
  • Trim wick to 1cm each time the candle is lit
  • For best results burn for 3-4 hours at a time
  • Never leave a burning candle unattended

Diffusers

Warning:

  • May cause an allergic skin reaction
  • If on skin, wash with plenty of soap and water
  • if skin irritation or rash occurs, seek medical advice/attention
  • Dispose of contents/container at approved disposal site in accordance to local regulations
  • Toxic to aquatic life with long lasting effects

Instruction:

  • Take lid from the bottle and remove bung from the neck while keeping the bottle upright
  • Place the bottle on a level surface and away from direct heat
  • insert the sticks in the oil
  • In a short time the stocks will absorb the oil and fragrance the room
  • Turn the sticks over several times when first using the diffuser to allow the oil to become totally absorbed
  • Rotate regularly thereafter to refresh the fragrance
  • Keep out of reach of pets and children
  • Wipe up any spillages immediately especially on wooden, polished or synthetic surfaces
  • Do not place near open heat sources or a naked flame
  • Do not light the sticks
  • Do not use this product for anything other than its intended function

Please note- If ordering candles and/or diffusers independently, they will not attract the 2 free gifts directly related to the purchase and laundry care of white towels, bathmats and bathrobes

Environmental initiatives

  • Products manufactured in Europe – less miles to travel, better for carbon footprint
  • Right size packaging, no waste
  • Signature gift box - Kraft card, reusable, recyclable
  • Outer weather proof bag – reusable, recyclable
  • Tight product range, less risk waste
  • Emphasis on quality products for longer lifecycle 
  • Dogs Trust – funding delivery to give a new home for old towels, landfill prevention
  • Free gift, wash and care guides helping customers keep products newer for longer
  • Free natural wool tumble dryer balls, enabling quicker drying time and therefore using less energy