Terms of service

TERMS AND CONDITIONS OF USE

The following terms and conditions listed below will apply between you and Aneo Living for the sale and purchase of the items contained in your basket. The terms do not affect your statutory rights.

UK Shipping
We offer two UK shipping options for non-Marketplace items: Standard Delivery and Priority Delivery. The main courier that we work with is Evri. Collection is also available from our Birmingham warehouse for most items. 

We aim to process UK orders within 2 working days unless stated otherwise. This excludes pre-order and marketplace items, so please see the Shipping Information on the product listing.

Royal Mail parcels will not be considered as lost until 10 working days have passed after dispatch.

For couriers such as DPD, if you suspect a missing delivery, this must be reported to us with 14 days (at the very latest) of the delivery date on your tracking.

Please contact our Customer Care Team at hello@aneoliving.com if you require more information before completing your order. You can find more information regarding delivery, processing and dispatch here in our Delivery & Dispatch terms.

International Shipping
We aim to process Worldwide orders within 2-4 working days unless stated otherwise (Please see the Shipping Information on the product listing). 

If your delivery address is not within the United Kingdom, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. Any such additional charges for customs clearance must be borne by you. Should you fail to, or refuse to pay the charges, your order may be returned to Aneo Living by the courier, and you will be subject to a return fee.

You should note that customs policies vary widely from country to country; Aneo Living advises each customer to contact their local customs office for further information. You should also be aware that cross-border shipments are subject to opening and inspection by customs authorities.

We offer flat rates at the checkout that vary according to the estimated weight of your order. This may not be accurate and we will contact you if there is an extra charge. The final packaged size will be an important factor and not just the weight. For large orders especially, this may be significantly higher than that estimated at the checkout.

Some items and brands are excluded from international delivery. This includes Marketplace items, Grimms, Grapat, and several larger, heavier items. Having these items in your cart will prevent you from completing the checkout process. 

Parcels will not be considered as lost until 25 working days have passed after dispatch.

Please contact our Customer Care Team at hello@aneoliving.com if you require more information before completing your order. You can find more information regarding delivery, processing and dispatch here in our Delivery & Dispatch terms.

Validity
By ordering a product you accept these terms and conditions. The terms and conditions are subject to change at any time, and it is your responsibility to check these terms and conditions regularly before ordering products in case there are any changes.

Your Undertakings and Warranties
You warrant that the information given on your order form is complete and accurate.

Acknowledgement of Order
When you have completed your order you will be sent an e-mail confirmation. It will state what the products are on order, the total cost including VAT (where appropriate) and Post & Package charges, together with delivery and invoice details. If for any reason your order cannot be processed, a member of the Customer Care Team will contact you to explain the nature of the difficulty.

Our Contract
No contract for the sale of any product will subsist between you and Aneo Living until the product(s) ordered have been dispatched. We will send a confirmation email when the goods have left our warehouse.  This confirmation email and status update in your Aneo Living order history amounts to an acceptance by Aneo Living of your offer to buy goods.

Where an order is to be fulfilled in instalments, those products yet to be dispatched will not form part of our contract with you. You must check that the details on this confirmatory email are correct as soon as possible and you should print out and keep a copy of it.

Availability of Goods and Prices
Goods will be sent to the delivery address given by you in your order and stated in the Order Confirmation. Please note that occasionally goods ordered may, be sent to you in instalments. We will make every effort to advise you (by email) if this is the case.

We make every attempt to ensure that all prices on our website are accurate, however discrepancies may occur. If we discover an error in the price of goods already ordered we will inform you as soon as possible and ask that you reconfirm your order at the correct price, whilst also giving you the option to cancel it. If we are unsuccessful in contacting you we will consider the order cancelled. If we cancel your order, you will receive a full refund.

Pre-Orders
When a product is available for pre-order, any other items ordered alongside it will be dispatched at the same time as the pre-order item. We strongly recommend ordering any products required before the pre-order item separately, but if you wish to split the order, shipping costs may apply.

Please note that timeframes offered on product pages are an estimate, not a guaranteed, and the timeframe may not include processing times. 

You can follow the latest updates here in our Pre-Order Information. 

Order Amendments
If you wish to make changes or cancel before the goods are dispatched, we will endeavour to help you. We recommend you to be mindful of our business hours and select an appropriate method of communication within 1 hour of completing the order to ensure your request is seen before it reaches processing. We also require written notification of any requests of changes or cancellation via email at hello@aneoliving.com.

If the order has already entered the processing state, it will be unlikely that we can cancel or make amendments. We will try our best but this does not guarantee cancellation. You'll receive an email if cancellation was possible. You can also confirm that the order was cancelled by visiting My Orders on your account. Please allow up to 14 days for all refunds to be processed.

Please note, it is unlikely that changed or cancellations can be made for Marketplace items once your order has been submitted. 

If your order shipped and couldn't be modified, you may refuse the package or return it at your expense.

Data Protection
Aneo Living will never make your personal details available to other companies for marketing purposes. We will keep a record of your address details with the intention of sending your order. Please see the Aneo Living Privacy Policy for more information.

Information you enter into our registration forms may be collected and stored briefly by us so that we may contact you in relation to the nature of your attempted transaction, even if you do not confirm the transaction. This may be used to send operational emails to enquire as to why the purchase was not completed. We will not use this data for any other purpose, we will not store it for longer than necessary and we certainly will not share it with any other company. Our aim is simply to provide you with the highest level of service that we can.

We do not store credit card details nor do we share customer details with any 3rd parties.

Payments
All credit and charge card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, your order will not be accepted and Dunebug Toys will not be liable for any delay or non-delivery.

Clearpay Payments
Clearpay is a buy now, pay in 4 equal instalments service, that allows you to pay 25% upfront, followed by 3 equal payments over a 6 week period. We accept payment via Clearpay for UK residents only. Any order paid via Clearpay will be subject to Clearpay's additional terms and conditions. Click here for their terms and conditions. 

Klarna Payments
Klarna is a buy now, pay later service that gives the customer two options: Pay in 30 Days and Pay in 3. Pay in 3 allows you to pay in 3 equal instalments, with the first payment to be made upfront, whereas Pay in 30 Days doesn't require a payment upfront, and you can complete your full payment 30 days after purchase. In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna: Pay Later. Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

Offers and Promotional Codes Terms & Conditions
Some items are excluded from offers, except when publicised. These exclusions may extend to other items without warning. These items include:

• Sale items or other discounted items
• New season clothing for various lengths of time
• The majority of books
  
• Aneo Living Marketplace products. 

Promotional codes entitle you, at the time of ordering, to a saving on a new order placed with Aneo Living.

Details of any minimum or percentage discount, including VAT and saving entitlement can be found in your promotional code email.

Promotional codes are only valid for orders placed online.

Promotional codes are only valid for a limited period of time. The expiry date will be publicised with the relevant promotion code. 

Only one promotional code may be used per order, and they are not valid in conjunction with any other promotion.

Where a 3-for-2 or similar offer is advertised, the cheapest item is free.

Aneo Living reserves the right to decline to accept orders where, in its opinion, a promotional code or offer has been abused or is invalid for the order being placed. This may also result in your order being cancelled without warning. 

In the event of product returns, refunds will be given for cash used in the original purchase once the discount is applied, less any shipping costs charged on the original order.

In the event of part of the order being returned, the value of the discount applied on that order will be spread between the goods proportionately. The sum in cash exceeding this value, less any shipping costs charged on the original order, will be returned to the customer. The promotional discount will not be applied to replacement items, if the offer is still valid at the time of making a return - you should place a new order using the original promotional code.

In the event of any returns meaning that the order no longer qualifies for the promotion advertised, Aneo Living reserves the right to deduct the value of the offer from the refund.

Aneo Living is not responsible for the advertising and accuracy of third party advertisements of promotional codes. 

Please see here for more information for individual promotions: 

Please contact our Customer Care Team at hello@aneoliving.com with any queries. 

Returns
Your statutory rights as a consumer are not affected if, for any reason, you wish to return a product bought from Aneo Living.

Please note, Aneo Living Marketplace items cannot be returned to the Aneo Living warehouse, please email the Customer Care Team for more details. 

• The products must be in their original packaging*, and both the products and their packaging must be in their original, unused condition.
• Firstly, please notify us via email hello@aneoliving.com or our dedicated Return Portal of your intent to return. This must be done within 14 days of receipt.
• We encourage you to package your return appropriately as we will not be liable for any loss or damage that occurs during transit. Please also include your order reference and/or RMA inside the package. 
• Finally, please post your return to arrive with us within 14 days of sending your intent to return or your return request via the Return Portal being approved.
• The customer is liable to cover the cost of the return, and the postal address is as follows;
  Aneo Living Returns, Unit 7 Haywards Industrial Park, Orton Way, BIRMINGHAM B35 7BT.

• If your purchase was dispatched directly from a supplier, please wait for Aneo Living to confirm the return address as this may vary.

After we receive your return, this will be logged by our warehouse team before being processed by the Customer Care Team. Please allow up to 14 working days from our receipt of your return for refunds and exchanges to be actioned. 

If you submitted your return via the Return Portal, you will receive a confirmation via email while your return is being processed and refunded, but we do not issue an email upon receipt of your return. 

Aneo Living cannot be responsible for any return processing delays caused by the order reference and/or RMA not being included in the return.

Return Policy

To meet the cancellation deadline, it is imperative that you to send your email with intent to return to hello@aneoliving.com or submit your return request via our Return Portal before the 14 day cancellation period has expired. 

If you requested delivery to a local collection point, please note that the date of delivery to this location is the first day of your 14 days to notify us of your intent to return.

You must return goods to us within 14 days of sending your intent to return or your return request being accepted, and we do ask that they reach us in good, unused condition with all packaging and tags still intact.

The goods must be in their original packaging*, and both the goods and their packaging must be in their original, unused condition with all relevant tags.

Please put the return address and your postage label on the outer packaging and not directly onto the product's own packaging. We may not be able to accept your return if the product's packaging is defaced.

If your purchase was dispatched directly from a supplier, please wait for Dunebug Toys to confirm the return address as this may vary.

We encourage you to package your return appropriately as we will not be liable for any loss or damage that occurs during transit.

The customer is liable to cover the cost of the return.

If returns are made out of the return period or not in new, resalable condition, we reserve the right to refuse the return of your goods and we will arrange for them to be returned to you at your expense.

Orders returned to sender (Aneo Living) due to an incorrect address, parcel refusal, non-collection or failure to arrange a re-delivery will be considered a return and subjected to return postage charges. 

*Original packaging does not refer to the outer carton used to package your order in. 

Returns Exceptions

There are some exceptions to our return policy for certain goods for reasons of health, hygiene safety and copyright.

We are unable to accept the return of the following goods if:

• They have been worn, used, damaged or soiled
• Their original packaging, tags or hygiene strips have been opened, damaged, removed or lost

1. Confectionary
2. Hats and hair accessories
3. Beds and bedding, including mattresses, blankets, and cushions
4. Underwear, swimwear and hosiery
5. Sanitary products, nappies and accessories
6. Cosmetics and personal hygiene products
7. Household cleaning products and accessories
8. Breast Pumps and accessories
9. Products that have been fully/partially assembled that arrived requiring assembly (eg. furniture)
10. Face covers (we are unable to accept any returns of these)
11. Gift wrapping service (this is a non-refundable service)

Please note, this is a non-exhaustive list and that these conditions do not affect your non-excludable statutory rights. These expectations do not apply to goods that were received with damage or a fault. 

Damaged Goods or Incorrect Deliveries

Force Majeure
Aneo Living shall have no liability to you for any failure to deliver goods that you have ordered, or any delay in doing so, or for any damage or defect to goods delivered that is caused by any event or circumstance beyond its reasonable control.

Limitation of Liability

Although we take every care to ensure accuracy, we make no warranties as to the accuracy of the information we place on our web pages. The extent of our liability for any breach of these terms and conditions shall be limited to the value of the goods ordered by you in the relevant transaction, however nothing in these terms and conditions shall exclude or limit Aneo Living liability for death or personal injury as a result of Dunebug Toys negligence.

Invalidity of Terms and Conditions
If for any reason part of these terms and conditions is unenforceable; the validity of the remaining terms and conditions shall not be affected.

Governing Law and Jurisdiction
These Terms shall be governed by and construed in accordance with English Law and agree to submit to the exclusive jurisdiction of the English courts.

Dunebug Toys Gift Card Terms & Conditions

1. Gift cards are valid for use online at aneoliving.com only. To redeem online, use the code stated on your gift card email. 
2. Gift cards are valid for 24 months from the time of authorisation. The gift card expiration date will be stated on the email and can not be used after that date.
3. Gift cards are manually authorised the same/next working day from the day of purchase, and emailed to the email address provided to complete your purchase. 
4. Gift cards may be used for goods or services of a lower, equal or higher value, with payment of the difference required for higher value purchases.
5. Gift cards cannot be extended, refunded or exchanged for cash.

Donations
Please note that we may occasionally choose to support and collect for charity. We are unable to refund or cancel donations to charity and all donations are passed on to the charity represented.

Giveaways
Entry into any competition or giveaway held by Aneo Living will be deemed as acceptance of the following terms and conditions:

1. Aneo Living's competitions and giveaways are open to residents of the United Kingdom and Ireland (unless specified otherwise) who are aged 18 years or over. This excludes employees of Aneo Living and their close relatives, and anyone otherwise connected with the organisation or judging of the competition.
2. There is no entry fee and no purchase necessary to enter Aneo Living's competitions or giveaways.
3. By entering any competition or giveaway, an entrant is indicating their agreement to be bound by these terms and conditions.
4. No responsibility can be accepted for entries not received for whatever reason.
5. Aneo Living reserves the right to cancel or amend the competition and these terms and conditions without notice in the event of a catastrophe, war, civil or military disturbance, act of God or any actual or anticipated breach of any applicable law or regulation or any other event outside of the Aneo Living’s control. Any changes to the competition will be notified to entrants as soon as possible by Aneo Living.
6. Aneo Living is not responsible for inaccurate prize details supplied to any entrant by any third party connected with this competition.
7. The prize is as stated, and no cash or other alternatives will be offered. The prizes are not transferable. Prizes are subject to availability and we reserve the right to substitute any prize with another of equivalent value without giving notice.
8. The winner will be notified by email and/or DM on Twitter/Facebook and/or letter within 14 days of the closing date. If the winner cannot be contacted, or do not claim the prize within 14 days of notification, we reserve the right to withdraw the prize from the winner and pick a replacement winner.
9. Aneo Living will notify the winner when and where the prize can be collected/is delivered.
10. Aneo Living’s decision in respect of all matters to do with the competition will be final and no correspondence will be entered into.
11. By entering our competitions or giveaways, an entrant is indicating their agreement to be bound by these terms and conditions.
12. The competition and these terms and conditions will be governed by English law and any disputes will be subject to the exclusive jurisdiction of the courts of England.
13. The winner agrees to the use of their name in any publicity material, as well as their entry. Any personal data relating to the winner or any other entrants will be used solely in accordance with current UK data protection legislation and will not be disclosed to a third party without the entrant’s prior consent.
14. The winner’s name will be available 28 days after closing date by emailing the following address: hello@aneoliving.com
15. Our promotions are in no way sponsored, endorsed or administered by, or associated with, Facebook, Twitter or any other Social Network. You are providing your information to Aneo Living and not to any other party. The information provided will be used in conjunction with the following Privacy Policy found at 

Text Marketing & Notifications

By consenting to Aneo Living’s SMS marketing in the checkout and initializing a purchase or subscribing via our subscription tools, you agree to receive recurring text notifications (for your order, including abandoned checkout reminders), text marketing offers, and transactional texts, including requests for reviews from us, even if your mobile number is registered on any state or federal do-not-call list. Message frequency varies. Consent is not a condition of purchase.

If you wish to unsubscribe from receiving text marketing messages and notifications, reply with STOP to any mobile message sent from us or use the unsubscribe link we provided you within any of our messages. You understand and agree that alternative methods of opting out, such as using alternative words or requests, will not be considered a reasonable means of opting out. We do not charge for the service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message and data rates may apply.

 For any questions, please text HELP to the number you received the messages from. You can also contact us here for more information. 

We have the right to modify any telephone number or short code we use to operate the service at any time. You will be notified on such occasions. You agree that any messages you send to a telephone number or short code we have changed, including any STOP or HELP requests, may not be received, and we will not be liable for honouring requests made in such messages.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

Your right to privacy is important to us. You can see our Privacy Policy here to determine how we collect and use your personal information.

Aneo Living reserves the right to change these Terms and Conditions at any time.