HELP
Ordering online
In order to purchase items from us you will need to register your details with us. Your information will not be shared with third parties and your credit card details are not held by us. For more information refer to the Security section.
Once you have selected the product you wish to purchase enter the quantity and any strap size selection required and press Add to basket.
The system will save the item to your basket so you can continue shopping for other products. Once you have finished shopping click the Checkout button.
If you have not registered with us you will be required to register your details in order to complete your purchase. Our system allows you to save multiple addresses to your account should you wish to.
To review the items in your shopping basket and to delete items and change quantities click the basket tab. To delete an item enter a tick in the check box and click remove. To change the quantities of an item enter the number you require in the box provided and click the Update button.
Once you have finished shopping proceed to checkout and follow the instructions.
Our payment gateway accepts the following major credit cards: Visa, MasterCard, Delta and American Express (UK only at present). Payment will be debited and cleared from your account upon receipt of your order. Prices on the web site are shown as UK VAT inclusive.
The prices displayed on the website are fixed so the amount you see displayed in dollars/euro/sterling will be the amount that is charged to your card.
During check out you will be asked to identify which country is the destination for the merchandise, this information is used to then subtract the VAT amount of 17.5% if the goods are being exported outside of the EU.
Order confirmation
Once we have received your order we will send you an email as confirmation. This email will contain your order number. You can track he status of your order from your Online Account.
If there are any problems with your order, you will be contacted by our customer service team.
Stock Availability
As our products are handcrafted items there is only a limited amount of stock at any given time.
If we have sold out of an item we will clearly indicate this. Only products for which stock is available can be added to your shopping basket.
We operate a waiting list policy so if the product you wish to buy is not currently in stock you will be directed to our Waiting List page where you can sign up to go on the Waiting List for that particular product.
If for any reason we are unable to ship the product(s) that you have selected and purchased online, you will be contacted as soon as possible by our customer service team.
Waiting list
We operate a waiting list policy so if the product you wish to buy is not currently in stock the system will present you with the option of registering for the waiting list for that item. We will contact you to let you know when the item is in stock. Waiting list times are currently around 8-10 weeks for luxury laptop cases and 4 weeks for luxury pouches and portfolios.
Shipping
Your order will be dispatched once payment has been approved, the address has been verified and the merchandise has been confirmed to be in stock. This usually occurs by the next working day but will depend if there are any queries with the information provided. Your goods will then be dispatched via DHL next day delivery in the UK or Federal Express for Europe, the US and the rest of the world. Both services are a signed for service; please note that as we use carriers we cannot deliver to PO Box addresses.
Please kindly ensure that there will be someone to sign for the parcel at the delivery address. If no one is available to sign for the parcel, our carriers will leave a card for you and may attempt to redeliver up to 3 times, after which point the parcel will have to be collected from your local depot. If you need to change the delivery address once the parcel has left our warehouse this may incur an additional charge. We cannot accept responsibility for parcels that we have been unable to deliver, nor parcels which have been left without a signature at your request. If you feel that this may be a problem, we recommend that you give us a work address for future courier deliveries.
Current shipping options are as follows:
| UK | |
| DHL Next Day Delivery | from £5.00-£10.50 (Actual amount dependent on product ordered) |
| Royal Mail 1st Class 1-2 day service | from £1.00-£5.00 (Actual amount dependent on product ordered) |
| Europe | |
| Federal Express Next Day Delivery | from £20.00-£25.00 (Actual amount dependent on product ordered) |
| Royal Air Mail 1st Class 3-4 day service | from £2.00-£5.00 (Actual amount dependent on product ordered) |
| USA | |
| Federal Express Next Day Delivery | from £23.00-£35.00 (Actual amount dependent on product ordered) |
| Royal Air Mail 1st Class 4-5 day service | from £2.00-£10.00 (Actual amount dependent on product ordered) |
| Rest of World | |
| Federal Express 2-3 day | from £25.00-£40.00 (Actual amount dependent on product ordered) |
| Royal Air Mail 1st Class 4-5 day service | from £2.00-£10.00 (Actual amount dependent on product ordered) |
Once your order has been dispatched we will email you with your Air Way Bill tracking number and carrier details. You can track the parcel via the associated carriers website.
When ordering products for delivery overseas, you may be subject to import duties and taxes, which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they might be.
Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Violet May, you are considered the 'Importer of Record' and must comply with all laws and regulations of the country in which you are receiving the product.
Taxes, Duties & Price
Prices on the web site are shown as UK VAT inclusive.
During check out you will be asked to identify which country is the destination for the merchandise, this information is used to then subtract the VAT amount of 17.5% if the goods are being exported outside of the EU.
Goods are shipped DDU (Delivery Duty Unpaid) which means you will be liable for any local sales taxes or import duties which may be charged upon arrival of the goods.
The prices displayed on the website are fixed so the amount you see displayed in dollars/ euro/sterling will be the amount that is charged to your card.
Freight charges will also be shown on your order summary and confirmation page.
Returns, Exchanges and Refunds
Your satisfaction is paramount to us. We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. If you are not happy with your goods or need to exchange an item for a different colour or configuration you may cancel your order at anytime during the cancellation period by providing to us a notice of cancellation.
The cancellation period commences on the date the contract for the supply of goods is concluded and ends on the expiry of the period of seven working days beginning on the day after you received them.
In the event of cancellation, we require that you return the goods to us at your own cost. In order to help with the return of your order you may obtain a Return Number (RN) by emailing us at returns@violetmaylondon.com within the cancellation period. This will serve as a notice of cancellation. This RN number should be written on your original invoice and on the return shipping label. Our return address is Violet May Ltd. Dynamis House, 6-8 Sycamore Street, London EC1Y 0SW. Our contact telephone number is +44 207 253 2048.
Failure to obtain an RN does not affect your statutory rights.
In the event of any failure to return any goods to us which have been validly cancelled, we shall have the right to charge any costs of recovery of the goods.
We request that all goods are returned within 14 days of the date of your notice of cancellation and will make refunds to you in accordance with these terms within 30 days of the date of the notice of cancellation.
For further information you can either send us an email at returns@violetmaylondon.com or if you would prefer someone to talk you through the process please just let us know via email and we will call you within 24 hours to speak with you.
All accurately returned products will be credited to the original purchasers credit card including sales taxes for all EU country shipments excluding shipping charges.
Refunds of international customs duties and sales taxes (if applicable) are excluded on shipments outside the European Community (EU).
Managing Your On line Account
In the "My Account" section of the website you can maintain your account details, set up a list of delivery addresses and view your order history.
If you elect to join our mailing list you will receive information about our latest collections. We will also keep you up to date with details of our sales, any offers, news and other exclusive information. We will communicate with you via both email and mail if you provide us with your email and home addresses.
A full history of all orders that you have placed during the past 12 months can be viewed. We will store a record of your transactions for a maximum of one year. Please note that for your security, your credit card details are not held on the website - only a record of your transaction.
Frequently Asked Questions
How do I place an order?
Please read the website section called Ordering Online for full details of how to place an order.
What methods of payment do you take?
Most major credit cards. Visa, Visa Delta, Mastercard, American Express (UK Sterling only) and Debit Cards.
Is the credit card service secure?
Yes. Your online payments are taken securely using the U.K's leading secure payment gateway Protx and your credit card details are not stored by Violet May.
Are there any currency or exchange rate fluctuations?
No. The prices displayed on the website are fixed so the amount you see displayed in dollars/euro/sterling will be the amount that is charged to your card.
How do I get in touch with Violet May?
Address: Violet May Ltd. Dynamis House, 6-8 Sycamore Street, London EC1Y 0SW
Email: customerservices@violetmaylondon.com
Telephone: +44 207 253 2048
How long before my order is delivered?
We endeavour to process all orders within 2 days- most orders are processed the next business day. Your item (s) will then be shipped using either DHL or Federal Express and depending upon where you are located it will take between 1-3 days for delivery. Please refer to the table below for pricing and location specific timing. If you need an item urgently please contact us and we will do our very best to accommodate you.
What kind of delivery service do you use?
We use DHL Express Service & Federal Express which is are signed for courier services. The time a delivery takes depends upon where you are located.
Current shipping options are as follows:
| UK | |
| DHL Next Day Delivery | from £5.00-£10.50 (Actual amount dependent on product ordered) |
| Royal Mail 1st Class 1-2 day service | from £1.00-£5.00 (Actual amount dependent on product ordered) |
| Europe | |
| Federal Express Next Day Delivery | from £20.00-£25.00 (Actual amount dependent on product ordered) |
| Royal Air Mail 1st Class 3-4 day service | from £2.00-£5.00 (Actual amount dependent on product ordered) |
| USA | |
| Federal Express Next Day Delivery | from £23.00-£35.00 (Actual amount dependent on product ordered) |
| Royal Air Mail 1st Class 4-5 day service | from £2.00-£10.00 (Actual amount dependent on product ordered) |
| Rest of World | |
| Federal Express 2-3 day | from £25.00-£40.00 (Actual amount dependent on product ordered) |
| Royal Air Mail 1st Class 4-5 day service | from £2.00-£10.00 (Actual amount dependent on product ordered) |
If I put in an order for more than one item, how is the shipping charge calculated?
The shipping charge is on a fixed price basis you will be charged the set price irrespective of how much you order.
Do you ship outside the UK?
We ship worldwide with a doorstep signed for service
Can I have goods sent to a delivery address that is not the credit card billing address?
Yes. When entering your personal details you will be given an opportunity to enter any number of different delivery addresses. All the different delivery addresses can be stored in your personal account details for future use.
What is the import tax for customers buying from outside the European Union?
There may be local duties to pay in relation to your order for imported goods. Your local Customs office will inform you if that is the case.
INTERNET SECURITY TECHNOLOGY
The Violet May online boutique uses a secure online order form which means your order details will be encrypted. The use of SSL encryption scrambles data sent from the browser to the Site's server in such a way that only Violet May can read it.
The Secure Sockets Layer (SSL), created by Netscape, is the standard for secure data transmission over the Internet. SSL uses authentication and encryption technology developed by RSA Data Security Inc. Web browsers such as Netscape's Navigator and Microsoft's Internet Explorer support SSL.
When you are ready to check out you will be enter secure, encrypted mode indicated by the URL https: and the security padlock or gold key symbol in the bottom right hand corner of your browser. This is your assurance that your browser and our server are communicating securely. All information transmitted on our secure online order form is encrypted while in transit, so that even if the information is intercepted, because it is encrypted, it is useless to anyone.
When our Secure Payment Server has received your credit card information it is sent directly and encrypted to the PROTX server and will never be stored or saved at the site.
DIGITAL SECURITY CERTIFICATES
Violet May is committed to protecting the security and confidentiality of your personal information by providing you with a safe and secure transaction environment when purchasing online. The site uses the industry's strongest 128-bit SSL Encryption from Thawte. Authentic Sites use thawte SSL Certificates to offer secure communications by encrypting all data to and from the site. thawte has checked and verified the company registration documents and the site's registered domain name.