These Terms of Service (the "Terms") govern your use of the website, online store and related services of Susan Chester, operated by TMB Commerce LLC (together, the "Services").

By using our Services, you agree to these Terms and to our Privacy Policy.

If you do not agree to these Terms, please do not use our Services.

1. Scope

1.1 These Terms apply to every offer made by Susan Chester and to every contract concluded online between Susan Chester and a consumer in the United Kingdom.

1.2 These Terms are made available to you electronically before the contract is concluded.

1.3 By placing an order, you confirm that you have had the opportunity to read and save these Terms.

2. Eligibility and accounts

2.1 By using our Services, you confirm that you are at least 18 years old, that you have the legal capacity to enter into binding contracts, and that you have not previously been banned from using this website.

2.2 You agree to provide accurate, current and complete information when creating an account and when placing an order. We may ask for proof of identity, age or eligibility at any time.

2.3 You are responsible for keeping your login details confidential and for all activity that takes place through your account, to the extent it is attributable to you.

3. Business model and international order fulfilment

3.1 Susan Chester sells to customers in the United Kingdom and works with international suppliers and logistics partners. Products may be shipped directly by third-party suppliers located outside the United Kingdom, including in China.

3.2 By placing an order, you acknowledge that:

• products may be shipped from a country other than your own
• shipments may be subject to customs inspection
• import VAT, customs duties or other government charges may apply on arrival

4. Orders and formation of contract

4.1 By placing an order, you make a binding offer to enter into a contract of sale. Orders are subject to availability.

4.2 The contract is only formed when we accept your order and send you an electronic order confirmation.

4.3 We reserve the right, to the extent permitted by law, to refuse or cancel orders, in particular where we suspect fraud or misuse, where payment fails or cannot be verified, where a price or description contains a clear error, or where we suspect commercial resale or distribution. We may contact you before dispatch to verify your identity, billing address or payment details. If we cancel an order that has been paid, the full amount is refunded to the original payment method.

4.4 If we cancel or change an order, we will let you know using the contact details you provided.

4.5 You may cancel your order within 24 hours of placing it by email, provided it has not yet been processed or dispatched. After that window, or once processing has started, cancellation is generally no longer possible. Your return and cancellation rights under clause 5 are not affected.

4.6 Our products are intended for personal, non-commercial use only. Unauthorised resale is prohibited.

4.7 Orders containing several items may be shipped in separate parcels when products come from different suppliers.

5. Returns, change of mind and statutory cancellation

5.1 Susan Chester offers you a 30-day change-of-mind return period from the day you receive your order. As a consumer in the United Kingdom, you also have a statutory right to cancel your order within 14 days of receiving the goods. Our 30-day period goes beyond that right.

5.2 To return an item, let us know within the 30-day period by a clear statement, for example by email to info@susanchester.uk or using the cancellation form in our Returns & Refund Policy. You then send the items back at your own cost to the return address we give you; return shipping costs are not covered by Susan Chester.

5.3 Refunds are issued only after we have received and inspected the returned items. Items must reach us unworn, unwashed and in the condition we shipped them, with all tags, labels and packaging. If returned items show signs of wear, washing, damage or missing parts, we may, to the extent permitted by law, reduce or refuse the refund. After a successful inspection, we refund the amount paid for the product within 14 days to the original payment method. Where the statutory cancellation right applies, mandatory legal provisions on refunds remain reserved.

5.4 The change-of-mind return period and the statutory cancellation right do not apply to products made to your specifications or clearly personalised, or to sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken (for example underwear, swimwear and pierced earrings).

5.5 Our Returns & Refund Policy applies in addition to returns and refunds. Your statutory consumer rights (see clause 10) are separate from, and not limited by, this change-of-mind policy.

6. Prices and payment

6.1 The price shown on the website is the binding product price payable to us. Prices are shown in GBP for customers in the United Kingdom. The currency shown at checkout is decisive.

6.2 Prices do not include UK VAT, customs duty or import fees, and we do not collect any taxes at checkout. Any taxes, duties or fees charged on import are payable by you to the carrier or the relevant authorities and are not included in the price paid to us.

6.3 Standard tracked shipping is included in the price. There is no minimum order value.

6.4 Because products may be shipped from overseas, additional charges may be levied on import by the customs authorities or the carrier, for example import VAT, customs duty and clearance or handling fees. These charges are not part of the product price and are not collected by us; they are payable directly to the carrier or the relevant authorities.

6.5 Before completing your order, you are informed that such import charges may apply. By placing the order, you accept that import charges are not included in the price paid to us.

6.6 Where a product shows a crossed-out price, it is a price at which the product was previously offered on this site. Price changes do not affect orders already confirmed.

6.7 Only one discount code may be used per order. Discount codes have no cash value. If part of an order that received a discount is returned, the refund reflects the price actually paid for the returned item after discounts.

6.8 We accept the payment methods shown at checkout, including Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and Shop Pay. By submitting payment, you confirm that the payment method belongs to you or that you are authorised to use it. Payments are processed by our payment providers over encrypted connections. We do not store your full card details and are not liable for errors of payment processors or unauthorised use of a payment method by third parties.

7. Products and product presentation

7.1 General product presentation

We do our best to present our products and their features as accurately and faithfully as possible.

Obvious errors and typing mistakes in descriptions, prices or other information are not binding on us, to the extent permitted by law.

Depending on your screen, device settings and lighting, colours and finishes may appear slightly different from the actual product.

The presentation of products on the website does not constitute a legally binding offer. The contract of sale is only formed when we accept your order in accordance with clause 4.

We reserve the right to change our range, withdraw products from sale, limit order quantities or adjust product descriptions without prior notice. Contracts already concluded are not affected.

Your statutory rights under applicable consumer law are not affected.

7.2 Image editing and use of artificial intelligence

We may use artificial intelligence (AI) and digital image editing to improve the quality, sharpness, lighting and presentation of our images. This may include creating or adjusting backgrounds, settings or decorative scenes. This applies in particular to product images and to images on the homepage, on collection pages and in advertising material.

We always take care to reproduce the product shown as faithfully as possible in shape, colour, proportions, fabric appearance and details, so that the pictured product corresponds as closely as possible to the product delivered. AI-generated or edited backgrounds, people, settings and scenes do not necessarily show real places or situations and are not part of the delivery unless expressly stated otherwise.

Despite careful image editing, minor visual differences may occur, in particular due to lighting, reflections and screen settings. Your statutory rights in relation to products that do not match their description are not affected by image editing.

7.3 Sizing, colours and fabrics

Sizes are shown in UK sizing. Each product page includes a size guide or garment measurements. Measurements are taken with the garment laid flat and may vary by 1 to 2 cm due to the manufacturing process. Where a product is made to another sizing system and converted to UK sizes, the measurements in the size guide take precedence over the size label. Please choose your size by measurements rather than by label. A garment that does not fit is handled as a change-of-mind return under clause 5.

Where a garment is shown on a model, fit and length on you may differ depending on your height and body shape. Where available, the model's height and the size worn are stated on the product page.

Colour names such as "Ivory", "Sand", "Navy" or "Sage" describe the shade of the garment as closely as possible. Slight variations between dye lots, and between the image and the actual garment, may occur and are not a fault. Shoes, bags and accessories shown with an outfit are for display only and are not included unless they are listed as part of the product.

Fabric composition and care instructions are stated on the product page or care label. Please follow the care instructions. Damage caused by incorrect washing, drying, ironing or storage is not a fault of the product.

Products are standard goods and not custom-made unless expressly stated.

7.4 Product requirements and import restrictions

We do not warrant that the products meet any specific certification or import requirements in the United Kingdom beyond those required by law.

You are responsible for complying with any import regulations that apply to you in the United Kingdom (see also clause 9). Legal obligations that apply to us as the seller remain unaffected.

8. Delivery and shipping

8.1 We deliver to the United Kingdom only. Products may be shipped directly by our international suppliers.

8.2 Delivery is made as an international shipment. Import VAT, customs duties and other import charges are not prepaid by us and are not included in the product price unless expressly stated otherwise.

8.3 Delivery is made under the DAP rule (Delivered At Place) of the Incoterms® 2020 published by the International Chamber of Commerce (ICC). Mandatory consumer protection provisions prevail.

8.4 Under DAP:

• We and/or our suppliers arrange transport to the agreed place of destination.
• You are responsible for paying import VAT, customs duties, clearance fees and other government charges.
• These amounts are not collected by us at checkout unless expressly stated otherwise.

8.5 Stated delivery times are estimates and may be extended, in particular due to customs inspections, carrier delays, peak periods or other circumstances beyond our control, including force majeure events.

8.6 Risk of loss or damage to the products passes to you when you, or a third party nominated by you, take physical possession of them. Mandatory legal provisions remain reserved.

8.7 Unless expressly agreed otherwise, we deliver no later than 30 days after the contract is concluded. Mandatory legal provisions remain reserved.

9. Responsibility for import, taxes and customs

9.1 By placing an order, you agree that:

• you are treated as the importer of the products for customs purposes
• you are responsible for complying with the import regulations that apply in the United Kingdom
• you are responsible for paying import VAT, customs duties and all related charges

9.2 Under this shipping model, Susan Chester does not act as your importer, customs broker or tax representative. Mandatory legal obligations to the contrary remain reserved.

9.3 Failure to pay import charges that are due may result in the customs authorities holding, returning, seizing or destroying the products. To the extent permitted by law, we are not liable for resulting delays, losses or costs.

9.4 If a shipment is refused or returned to us because import charges were not paid, we reserve the right, to the extent permitted by law, to deduct the direct and documented costs we incur as a result (in particular return transport, storage, destruction and third-party costs) from any refund.

10. Your statutory rights

10.1 As a consumer, you have rights under mandatory consumer protection law in relation to products that are faulty, damaged or not as described: in the United Kingdom under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

10.2 If an item arrives damaged, faulty or not as ordered, we send you a free replacement after checking your photos; no return is needed for this. Where the law entitles you to a refund instead, for example under the right to reject faulty goods within 30 days of delivery, that right is not affected. Details are set out in our Returns & Refund Policy.

10.3 Nothing in these Terms excludes, restricts or modifies any right or remedy you have under consumer law that cannot be excluded.

11. Third-party tools and external links

11.1 Our Services may contain third-party tools or links to external websites. These are provided "as is" and "as available".

11.2 We have no control over these third-party offerings and accept no responsibility for their content, accuracy or practices. Use is at your own risk.

12. Platform and payment providers

12.1 Our Services are hosted on the Shopify e-commerce platform, and payments are processed by third-party payment processors. Your contracting party for all purchases is, however, exclusively Susan Chester.

12.2 Shopify and our payment processors are not liable for losses or damage arising from your transactions with us. By using our Services, you agree, to the extent permitted by law, to hold them harmless from related claims.

13. User content and comments

13.1 If you send us reviews, suggestions or comments, you grant Susan Chester a worldwide, perpetual and royalty-free licence to use, edit, publish and distribute this content, including for commercial purposes.

13.2 You warrant that you hold the necessary rights to the content you submit and that it does not infringe any third-party rights.

13.3 We are not obliged to publish user content and may remove it at any time without giving reasons.

14. Prohibited uses and intellectual property

14.1 You must not use our Services for unlawful, fraudulent, abusive, misleading or harmful purposes. This includes in particular:

• distributing malware, viruses or harmful code
• collecting personal information without consent
• attempting to circumvent our security measures
• submitting false information or using payment details that are not yours

14.2 All website content, branding, images, product descriptions, structure and design elements are the property of Susan Chester or its licensors and are protected by intellectual property laws. Reproduction, distribution, modification, framing or commercial exploitation without our written permission is prohibited. You may link to our homepage in a lawful and fair manner; we may revoke this permission at any time.

14.3 If you breach these provisions, we may issue a warning, cancel orders, refuse future transactions, suspend or terminate your access to the Services in accordance with clause 15, and pursue legal remedies.

15. Termination

15.1 We may suspend or terminate your access to the Services at any time if you breach these Terms or applicable law.

15.2 You remain responsible for all obligations that arose before termination.

15.3 Provisions which by their nature are intended to survive termination, in particular those on intellectual property, user content, liability, indemnity and data protection, remain in force after termination.

16. Disclaimer

16.1 Our Services are provided "as is" and "as available". We do not warrant that the Services will operate without interruption, error-free, securely or free from viruses. You are responsible for using appropriate security software.

16.2 The sale of products to consumers is subject to mandatory consumer protection law, including the provisions on faulty goods, conformity with description and consumers' statutory rights (see clause 10).

16.3 These Terms do not limit any consumer rights under the law of the United Kingdom that cannot be excluded.

17. Limitation of liability

17.1 To the extent permitted by law, Susan Chester, TMB Commerce LLC and their partners are not liable for indirect or consequential loss, in particular loss of profit, revenue or data, business interruption or damage to reputation, arising from the use of the Services.

17.2 To the extent permitted by law, we are not liable for delays, fines, fees or other consequences of customs inspections, import restrictions or the non-payment of import charges, nor for failure to perform caused by events beyond our reasonable control, including natural disasters, supply chain disruptions, government actions, carrier strikes or transport delays.

17.3 Nothing in these Terms limits or excludes liability where this is not permitted under mandatory law, in particular liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or under consumer law that cannot be excluded.

18. Indemnity

18.1 To the extent permitted by law, you agree to indemnify Susan Chester, TMB Commerce LLC and their partners against all third-party claims, losses and costs arising from a breach of these Terms or applicable law, fraud or negligence for which you are responsible.

19. Severability

19.1 If any provision of these Terms is wholly or partly invalid or unenforceable, the remaining provisions remain in full force.

20. Entire agreement

20.1 These Terms, together with our Privacy Policy, our Returns & Refund Policy, our Shipping Policy and our other applicable policies, constitute the entire agreement between you and Susan Chester and supersede all prior agreements on the same subject matter. You may not transfer your rights under these Terms without our written consent.

20.2 If Susan Chester does not exercise a right under these Terms, or does not do so immediately, this does not constitute a waiver of that right.

21. Governing law and jurisdiction

21.1 These Terms are governed by the laws of the State of Wyoming, United States, without regard to conflict of law principles. Mandatory provisions on applicable law and consumer protection remain reserved.

21.2 To the extent a choice of forum is permitted by law, the courts of Sheridan, Wyoming, United States, have jurisdiction. For consumers, the mandatory statutory rules on jurisdiction apply; in particular, you keep the right to bring proceedings in the courts of your own place of residence.

21.3 As a consumer in the United Kingdom, your rights under the mandatory consumer protection law of your country are not affected by the choice of law in clause 21.1, and you may bring a claim in the courts of your country, including the small claims procedure.

22. Complaints and dispute resolution

22.1 If you have a complaint about your order, please first contact our customer service in writing at info@susanchester.uk (see also clause 24) so that we can find a solution together. Most issues are solved within a few days.

22.2 We respond to complaints within 14 days of receipt. If more time is needed, we will let you know the expected handling time.

22.3 Opening a chargeback or payment dispute without first contacting us constitutes a breach of these Terms. In the event of a chargeback, we provide the payment provider with order, delivery and communication records, and we reserve the right to contest it and to recover chargeback fees, administrative costs and related damages where the order was delivered as described or a refund had already been issued.

22.4 If we cannot resolve your complaint, you can contact: the Citizens Advice consumer service (www.citizensadvice.org.uk), which also passes cases to Trading Standards.

22.5 We are willing to take part in dispute resolution procedures before the competent recognised bodies.

23. Changes to these Terms

23.1 We may change these Terms from time to time. The current version is always available on our website.

23.2 Each order is governed by the version of these Terms in force when the contract is concluded. Changes do not apply retroactively to contracts already concluded. Where your consent is required for a change, we will ask for it.

24. Contact

Customer service hours:
Monday to Saturday, 9am to 8pm; Sunday, 10am to 6pm (UK time)

We reply to all emails within 24 hours.

📩 Email: info@susanchester.uk

TMB Commerce LLC, 30 N Gould St, Sheridan, WY 82801, United States

© 2026 Susan Chester