Terms of service

1. About us

Piazza Castello is a trading name of Tessiland Limited, a company registered in England and Wales.

Company number: 11292234
Registered office: 207 Kings Road, London, England, SW3 5ED
VAT number: GB308639977
Customer service email: support@piazzacastello.com

In these terms, “Piazza Castello”, “we”, “us” and “our” mean Tessiland Limited.

2. When these terms apply

These terms apply when you:

• purchase products from our website;
• purchase products from one of our stores, where relevant;
• create or use an online account;
• use our website;
• purchase or redeem a Piazza Castello gift card;
• order a made-to-measure, personalised or alteration service; or
• submit a review or other content to us.

These terms are intended for customers acting wholly or mainly outside their trade, business, craft or profession.

Different terms may apply to business or wholesale purchases. Please contact us before ordering for business resale or commercial use.

Our Privacy Notice, Cookie Policy, Shipping Policy and Returns Policy contain additional information. The version presented or made available to you when you place an order forms part of your contract with us.

Nothing in these terms limits or excludes any right or remedy that cannot lawfully be limited or excluded.

3. Important summary

When you place an online order:

1. your order is an offer to purchase the selected products;
2. our automatic acknowledgement confirms receipt but does not mean we have accepted the order;
3. we normally accept the order when we send you a dispatch confirmation; and
4. a contract is formed when that dispatch confirmation is sent.

For made-to-measure, personalised or alteration orders, the contract may be formed earlier, as explained in section 14.

For most stock products bought online, you may change your mind by notifying us within 14 days after receiving the order. Separate rights apply where a product is faulty, not as described or otherwise does not meet legal requirements.

4. Eligibility to place an order

By placing an order, you confirm that:

• you are at least 18 years old;
• you have legal capacity to enter into the contract;
• the information you provide is accurate and complete;
• you are authorised to use the selected payment method; and
• you are purchasing as a consumer unless we have agreed otherwise in writing.

We may impose reasonable limits on the number of products that can be purchased in a single order or by one customer where necessary to protect stock availability, prevent fraud or discourage unauthorised commercial resale. Any limit will be applied before we accept the order.

5. Accounts

You may be able to shop as a guest or create an account.

You are responsible for:

• keeping your login details confidential;
• taking reasonable steps to prevent unauthorised account access;
• keeping your contact and delivery information current; and
• notifying us promptly if you believe your account has been compromised.

We may temporarily restrict an account where we reasonably believe this is necessary to investigate fraud, security risks, misuse or a material breach of these terms.

Where reasonably possible, we will tell you why an account has been restricted and give you an opportunity to resolve the issue.

You may ask us to close your account at any time. Closing an account does not cancel an existing order or affect records we are legally required to retain.

6. Product descriptions

We take reasonable care to ensure that product descriptions, photographs, measurements, compositions and prices are accurate.

Product photographs are illustrative. A product’s appearance may vary slightly because of:

• screen settings;
• lighting;
• photography;
• natural variations in cashmere, wool, silk, leather and other materials;
• manufacturing tolerances; or
• differences between production batches.

These minor variations do not allow us to supply a materially different product from the one described or shown.

Where composition, country of origin, dimensions, care instructions or other characteristics are important to your purchase, please review the product page carefully and contact us before ordering if you need clarification.

Sizes and measurements are approximate unless we expressly state that a measurement is exact. Our size guide is intended to assist you but does not guarantee a particular fit.

7. Availability

Products are subject to availability.

Placing a product in your shopping bag does not reserve it. On rare occasions, an item may become unavailable after you place an order.

If we cannot supply a product, we will:

• notify you as soon as reasonably possible;
• not charge you for that product; or
• refund any amount already taken for it.

We may offer an alternative product, but you are not required to accept it.

8. Prices and delivery charges

The price payable is the price displayed at checkout when you submit your order, subject to any correction of an obvious error before we accept the order.

Prices shown to UK consumers include VAT where applicable.

Before you place an order, the checkout will display:

• the product price;
• any applicable discount;
• VAT or other taxes included in the price;
• delivery charges;
• any other mandatory charge collected by us; and
• the total amount payable.

We will not add an unavoidable fee after you have submitted the order unless required because you requested a change or additional service and agreed to the extra charge.

Prices may change from time to time, but a later price change will not affect an order we have already accepted.

Obvious pricing errors

Despite reasonable care, a product may occasionally be listed at an incorrect price.

If we discover an error before accepting your order, we will contact you and give you the choice of:

• proceeding at the correct price; or
• cancelling the affected item.

We will not charge or dispatch the affected item until you have confirmed your choice.

We will not rely on a minor or non-obvious error to change the price after a contract has been formed.

9. Promotions and discount codes

Promotions and discount codes are subject to the conditions displayed with the promotion.

Unless otherwise stated:

• a promotion applies only during the advertised period;
• a discount code must be entered before the order is submitted;
• only one discount code may be used per order;
• discounts do not apply retrospectively;
• discounts cannot be exchanged for cash;
• excluded products will be identified in the promotion terms; and
• a promotion is subject to product availability.

We may withdraw or correct a promotion before accepting an order where there has been a genuine error, fraud or misuse. This will not affect an order already accepted unless the law allows otherwise.

Nothing in a sale or promotion affects your legal rights concerning faulty or misdescribed products.

10. Placing an online order

Our checkout allows you to review and correct your order before submitting it.

Please check:

• the selected product;
• size and colour;
• quantity;
• delivery address;
• delivery method;
• contact details; and
• total price.

After you submit an order, we will send an automatic acknowledgement. This confirms that we have received the order but does not mean that it has been accepted.

We normally accept a stock-product order when we send a dispatch confirmation.

If an order contains several products dispatched separately, a separate contract may be formed for each product when we send its dispatch confirmation.

We may decline an order before acceptance for reasonable grounds, including:

• the product being unavailable;
• payment not being authorised;
• the delivery destination not being supported;
• suspected fraud or unlawful activity;
• a product or price listing containing an obvious error;
• a reasonable purchase limit being exceeded; or
• reasonable grounds to believe the order is for unauthorised commercial resale.

If we decline an order, we will release or refund any payment taken for it without undue delay.

11. Payment

We accept the payment methods shown at checkout.

When you submit an order, we or our payment provider may:

• verify the payment details;
• request authorisation from the payment provider;
• place a temporary authorisation hold;
• carry out fraud-prevention or security checks; and
• take payment in accordance with the information shown during checkout.

The timing of payment may depend on the payment method. You will not be charged for an order we do not accept, although a temporary authorisation may remain visible until your payment provider releases it.

You remain responsible for charges imposed independently by your bank, card issuer or currency provider, such as foreign-exchange charges.

We do not ordinarily receive or store your complete payment-card number or card security code. Payment providers process those details under their own terms and privacy notices.

12. Delivery

Available delivery methods, charges and estimated delivery periods are shown during checkout and in our Shipping Policy.

Unless we expressly agree otherwise, delivery periods are estimates rather than guaranteed dates. We will deliver without undue delay and normally within 30 days after the contract is formed.

Delivery address

You are responsible for providing an accurate and complete delivery address.

Please contact us promptly if you discover an error. We will try to make the change, but we cannot guarantee that an address can be changed after the order has entered the shipping process.

We may charge reasonable additional costs caused by an incorrect address where:

• the error was provided by you;
• we told you about the additional cost; and
• the cost was not caused by our failure to take reasonable care.

Signature and safe-place instructions

A signature may be required.

Where you expressly ask the carrier to deliver to a particular neighbour, reception desk or safe place, delivery to that nominated person or place may count as delivery to you.

This does not exclude responsibility where we or the carrier:

• failed to follow the agreed instruction;
• delivered to a materially different location;
• acted negligently; or
• failed to take reasonable care.

Delivery delays

If delivery is delayed, we will provide available information and take reasonable steps to minimise the delay.

Where delivery by an agreed date was essential, or where we fail to deliver within an appropriate additional period you give us, you may have the right to cancel the affected order and receive a refund.

Nothing in these terms limits your statutory rights concerning late or failed delivery.

Risk and ownership

Products remain at our risk until they are physically delivered to:

• you; or
• a person or location expressly nominated by you.

If you independently appoint a carrier that we did not offer, risk may pass when we deliver the product to that carrier.

Ownership of a product passes to you once we have received full payment.

Split deliveries

We may deliver products from the same order separately. You will not be charged an additional delivery fee merely because we choose to split the shipment.

13. International orders

We deliver to countries outside the United Kingdom.

Where duties or taxes are not included, you are responsible for:

• paying them;
• complying with lawful import requirements; and
• providing information reasonably required by customs or the carrier.

We are not responsible for delays caused solely by customs procedures that are outside our reasonable control, but we remain responsible for performing our contractual obligations and assisting with reasonable delivery enquiries.

If you cancel or return an international order, we will refund amounts collected by us to the extent required by law and these terms. Duties or taxes paid directly to a customs authority or third party may have to be reclaimed from that authority or third party.

Customers outside the UK may have mandatory rights under local law. These terms do not remove rights that legally apply despite the choice of English law in section 28.

14. Made-to-measure, personalised and alteration orders

This section applies to products made or altered to your specifications, including customised colours, measurements, designs, monograms or other personalisation.

Your order specification

Before accepting the order, we will provide or agree a written specification or order form that may include:

• the product;
• materials and colour;
• measurements;
• style and design;
• requested alterations;
• price;
• deposit;
• estimated completion date;
• fitting arrangements; and
• any other agreed requirements.

Please review the specification carefully. Tell us promptly if anything is incorrect.

The specification, these terms and any written quotation or order confirmation form the contract.

When the contract is formed

A made-to-measure or personalised contract is normally formed when:

• you approve the written specification;
• you pay any required deposit or price; and
• we send written confirmation that the order has been accepted.

Measurements supplied by you

Where you supply measurements remotely, you are responsible for taking reasonable care to provide accurate measurements using our instructions.

We will not be responsible for a fitting problem to the extent that it results directly from inaccurate information supplied by you and could not reasonably have been identified by us.

This does not affect our responsibility for:

• measurement errors made by us;
• failure to follow the agreed specification;
• defective workmanship;
• unsuitable materials; or
• failure to exercise reasonable care and skill.

Changes

Requested changes after acceptance are subject to our written agreement.

A change may affect:

• the price;
• production time;
• material availability; or
• ability to complete the order.

We will explain any additional cost or delay before carrying out the change.

Cancellation

The usual online change-of-mind right may not apply to goods genuinely made to your specifications or clearly personalised.

If you ask to cancel a custom order where no statutory cancellation right applies, we will consider the request reasonably.

We may retain only an amount reasonably necessary to cover:

• work already completed;
• materials ordered or cut specifically for you;
• unavoidable third-party costs; and
• other reasonable net loss caused directly by the cancellation.

We will refund any remaining balance.

We will not automatically retain an entire deposit where our actual reasonable loss is lower.

Fittings and alterations

Reasonable fitting adjustments agreed as part of the original order will be carried out according to the written specification.

Where a product does not conform to the agreed specification or legal requirements, we will provide an appropriate remedy without charge, which may include alteration, repair, replacement, price reduction or refund.

A minor preference change that was not included in the agreed specification is not necessarily a defect, although we may offer further alterations for an agreed fee.

Service standards

Any measurement, tailoring or alteration service will be carried out:

• with reasonable care and skill;
• within the agreed time, or within a reasonable time where no time was agreed; and
• for the agreed price, or a reasonable price where no price was fixed.

15. Changing or cancelling an order before dispatch

Contact us promptly if you need to change or cancel an order.

We will try to assist, but cannot guarantee a change once processing or production has begun.

For stock products, if we receive the cancellation before accepting or dispatching the order, we will normally cancel it and refund or release the payment.

Failure to cancel before dispatch does not remove any online cancellation right described in section 16.

Custom and personalised products are subject to section 14.

16. Online change-of-mind cancellation rights

This section applies to eligible products purchased online, by telephone or through another distance-selling method.

It applies to both full-price and sale products unless a legal exception applies.

Cancellation period

You may cancel without giving a reason by telling us no later than 14 days after the day on which:

• you receive the product;
• a person nominated by you receives it; or
• where one order is delivered in separate shipments, you receive the final product or final shipment.

A carrier is not treated as your nominated person unless you independently appointed that carrier.

How to cancel

You may cancel by:

• contacting us on live chat or Help Center;
• emailing support@piazzacastello.com;
• using the model cancellation form at the end of these terms; or
• making another clear statement that you wish to cancel.

Your cancellation is effective when you send the clear statement. It does not depend on us approving it.

Please provide enough information to identify the order, such as your name, order number and delivery address.

Returning the product

After notifying us, you must send the product back no later than 14 days after the day you told us you were cancelling.

Follow the reasonable return instructions we provide.

Where the Returns Policy applicable to your order provides a complimentary label or collection service, you may use that method.

If the pre-contract information stated that you were responsible for return costs, you must pay the direct cost of returning a change-of-mind item. We will always bear reasonable return costs where a product is faulty, misdescribed or otherwise does not conform to the contract.

You should obtain and retain proof of return.

Inspecting products

You may inspect and try on a product in the same way that you reasonably could in a store.

You should not:

• wear the product beyond trying it on;
• wash it;
• alter it;
• soil or damage it;
• expose it to perfume, smoke, cosmetics or other contamination; or
• remove hygiene seals where the product cannot be returned after unsealing for genuine health or hygiene reasons.

Original tags and packaging help protect a product and allow us to resell it. Their absence does not by itself remove a statutory cancellation right.

We may reduce a refund only where permitted by law, including where handling beyond what was reasonably necessary has reduced the product’s value.

We will explain any proposed deduction.

Exceptions

The change-of-mind cancellation right does not normally apply to:

• goods made to your specifications;
• clearly personalised goods;
• sealed goods that are unsuitable for return for genuine health or hygiene reasons once unsealed;
• goods inseparably mixed with other items after delivery; or
• another product or service that is legally excluded.

This exception does not remove your rights where the product is faulty, misdescribed or does not meet the agreed specification.

Refunds

Where you cancel the whole order, we will refund:

• the price paid for the cancelled products; and
• the cost of our least expensive standard delivery method available for that order.

If you selected a more expensive delivery method, we do not have to refund the additional amount above the standard delivery cost.

If you cancel only part of an order, we will refund delivery costs only to the extent required by law, including where the delivery charge would have been lower had the returned product not been ordered.

We will refund you without undue delay and no later than 14 days after:

• we receive the returned products; or
• you provide evidence that you sent them back, if earlier.

We may withhold the refund until one of those events occurs.

The refund will normally be made using the original payment method unless you expressly agree otherwise. We will not charge a refund fee.

Your bank or payment provider may take additional time to display the refund after we issue it.

Exchanges

An exchange is an optional service and is subject to stock availability.

Where an exchange is available, it may be limited to another size or colour of the same product.

Your cancellation and faulty-product rights do not depend on accepting an exchange.

17. Faulty, damaged or misdescribed products

Products must:

• be of satisfactory quality;
• be fit for a particular purpose made known to us where legally applicable;
• match their description, sample or model; and
• meet other applicable legal requirements.

For UK purchases, your legal remedies may include:

• a short-term right to reject certain non-conforming goods within 30 days;
• repair or replacement;
• a price reduction; or
• a final right to reject and receive a refund.

The appropriate remedy depends on the circumstances and applicable law.

The 14-day change-of-mind period does not replace or reduce these rights.

If you believe a product is faulty, damaged or misdescribed:

1. stop using it where continued use could make the problem worse;
2. contact support@piazzacastello.com;
3. provide the order information, date of purchase and a description of the problem; and
4. provide reasonable supporting photographs where requested and practical.

A photograph may assist our initial assessment, but we will not require unreasonable evidence or treat our own assessment as final and binding.

We will bear reasonable costs of returning a product where you are exercising a valid statutory remedy.

We are not responsible for a problem caused solely by:

• accidental damage after delivery;
• misuse;
• failure to follow reasonable care instructions;
• unauthorised alteration or repair; or
• ordinary wear and tear.

We remain responsible to the extent that a pre-existing defect or our breach contributed to the problem.

18. In-store purchases

There is generally no automatic change-of-mind right for a product bought and inspected in a physical store. We nevertheless offer the following goodwill policy, subject to any more favourable policy displayed at the time of purchase.

A full-price product may be returned to the same store within seven days of purchase where:

• you provide the receipt or other reasonable proof of purchase;
• the product is unused and in resalable condition; and
• original tags remain attached.

Sale and final-sale products are not eligible for an in-store change-of-mind return unless the receipt or promotion expressly states otherwise.

Exchanges are subject to availability and may be limited to another size or colour of the same product.

This goodwill policy does not affect your legal rights where a product is faulty, misdescribed or otherwise does not conform to the contract. Sale and final-sale products have the same statutory quality rights as other products.

19. Gift cards

Gift cards may be redeemed through the channels stated on the gift card or its product page.

The following conditions apply:

• the currency and value will be shown at purchase;
• any expiry date will be clearly shown before purchase and on or with the gift card;
• where no expiry date is stated, the gift card will not expire;
• a gift card cannot normally be exchanged for cash, except where required by law;
• purchases above the available balance require another accepted payment method;
• unused value remains available until used or expired;
• a promotional or complimentary gift card may have additional clearly disclosed conditions; and
• your statutory rights are unaffected.

Please protect the gift-card code as you would cash.

If a gift card is lost, stolen or used without permission, contact us promptly. We will investigate and may replace the unused balance where you provide satisfactory proof of purchase and the value has not already been redeemed. We cannot guarantee recovery of value already redeemed before notification.

Online cancellation rights may apply to an unused purchased gift card, depending on its form and how it was supplied. Contact us promptly if you wish to cancel.

20. Product care

Care instructions are provided to help preserve products and may appear:

• on a label;
• on the product page;
• in a care guide; or
• with the product.

You should follow those instructions.

A failure to follow reasonable care instructions may affect whether later damage is considered a product defect. It does not remove rights relating to a defect that was present at delivery or caused by our breach.

Professional cleaning recommendations must not be interpreted as requiring you to use a particular provider unless clearly agreed as part of a separate service.

21. Reviews and submitted content

You may be able to submit reviews, photographs, comments or other content.

You confirm that content you submit:

• is based on your genuine experience where presented as a review;
• is accurate to the best of your knowledge;
• does not impersonate another person;
• does not infringe intellectual-property, privacy or other rights;
• is not defamatory, threatening, discriminatory or unlawful;
• does not contain malicious code; and
• discloses any payment, free product, discount or other incentive connected with the review.

You retain ownership of your content.

You grant us a non-exclusive, worldwide, royalty-free licence to store, reproduce and display it for the purpose for which it was submitted, including displaying a product review on our website and related marketing channels.

This licence does not allow us to change the substance of a review or present it misleadingly.

We may moderate or remove content where we reasonably believe it is:

• fake;
• unlawful;
• unrelated to the relevant product;
• abusive;
• infringing;
• misleading;
• spam; or
• in breach of these terms.

We will not remove or suppress a genuine review merely because it is negative.

Where we incentivise a review, we will take reasonable steps to ensure that the incentive is disclosed and does not depend on the review being positive.

22. Intellectual property

The website and its content, including text, images, product photography, designs, logos, graphics, software and branding, are owned by or licensed to Tessiland Limited and are protected by intellectual-property law.

You may:

• browse the website;
• download or print reasonable extracts for personal, non-commercial use;
• share links to publicly available pages; and
• use product information for the purpose of considering or managing a purchase.

You must not, without permission:

• reproduce substantial website content for commercial use;
• use our trademarks in a way that suggests endorsement or affiliation;
• remove copyright or proprietary notices;
• create counterfeit or derivative products;
• systematically scrape or copy product listings; or
• use our content in an unlawful or misleading way.

Nothing in these terms prevents legally permitted quotation, criticism, review or another use allowed by law.

23. Acceptable website use

You must not knowingly:

• introduce malware or harmful code;
• attempt unauthorised access to the website or related systems;
• interfere with website security or operation;
• use automated systems in a way that places an unreasonable burden on the website;
• use another person’s account without permission;
• place fraudulent orders;
• manipulate reviews or promotions; or
• use the website for unlawful activity.

We may restrict access where reasonably necessary to protect customers, systems or legal rights.

We may report suspected criminal activity to relevant authorities where lawful and appropriate.

24. Website availability

We aim to keep the website available and accurate, but do not guarantee uninterrupted or error-free access.

We may temporarily suspend or change parts of the website for:

• maintenance;
• security;
• technical improvements;
• legal compliance; or
• changes to our products and services.

We will take reasonable care to minimise disruption.

Website unavailability does not affect a contract already formed or remove your right to contact us using another available method.

25. Third-party websites and services

The website may contain links to third-party websites, social-media platforms, payment services or delivery services.

A link does not necessarily mean that we endorse or control that service.

Third parties are responsible for their own services and terms. This does not remove our responsibility for a third party we use to perform our contract with you, such as our responsibility for delivery before risk passes to you.

26. Privacy

We process personal information in accordance with our Privacy Notice and Cookie Policy.

Those documents explain, among other things:

• what information we collect;
• why we use it;
• who we share it with;
• international transfers;
• retention;
• cookies and tracking technologies; and
• your data-protection rights.

The Privacy Notice does not form a contractual waiver of any data-protection right.

27. Our responsibility to you

We are responsible for loss or damage that is a foreseeable result of:

• our breach of these terms;
• our negligence; or
• another legal responsibility we owe you.

Loss is foreseeable where it was obvious that it would happen or where, when the contract was formed, both you and we knew that it might happen.

We do not exclude or limit responsibility for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory rights concerning goods, services or digital content;
• defective products where liability cannot lawfully be excluded;
• deliberate breach; or
• any other responsibility that cannot legally be excluded.

These terms are intended for consumers. We are not responsible under these consumer terms for business losses such as lost profits, lost business, lost contracts or lost commercial opportunities.

We are not responsible for loss caused solely by:

• inaccurate information you supplied;
• your failure to follow reasonable instructions;
• unauthorised use of your account that was not caused by our failure to take reasonable care; or
• an event outside our reasonable control, subject to section 28.

Nothing in this section requires you to bear a risk that we are better able or legally required to bear.

28. Events outside our reasonable control

We are not responsible for delay or failure caused by an event genuinely outside our reasonable control, such as:

• severe weather;
• natural disaster;
• epidemic;
• war or civil disorder;
• lawful government restrictions;
• major transport disruption;
• customs closure;
• widespread telecommunications failure; or
• industrial action not involving our own workforce and outside our reasonable control.

We will:

• notify you where reasonably possible;
• take reasonable steps to reduce the effect;
• resume performance when reasonably possible; and
• not charge you for products we cannot supply.

If the event causes a substantial delay, you may contact us to cancel the affected order and receive a refund for products not supplied.

This section does not remove any statutory delivery or refund right.

29. Complaints

Please contact us first so that we can try to resolve the issue.

Email: support@piazzacastello.com
Post: Customer Service, Tessiland Limited, Unit 11, The Talina Centre, 23A Bagleys Lane, London SW6 2BW
Online: through our Help Centre or contact form

Please include:

• your name and contact details;
• the order number, where relevant;
• a description of the issue;
• relevant dates; and
• the outcome you are seeking.

We will acknowledge and investigate complaints within a reasonable period.

Alternative dispute resolution

Alternative dispute resolution, or ADR, allows a consumer and trader to try to resolve a dispute through an independent third party without going to court.

Where we are legally required or have agreed to use a particular accredited ADR provider, our final complaint response will provide:

• the provider’s name;
• its contact or website details;
• information about the procedure; and
• whether we are obliged or willing to participate.

Current ADR provider: [Insert the accredited provider used by Tessiland Limited, or state clearly that the company is not currently committed to a particular provider.]

You are not required by these terms to use ADR and retain the right to bring legal proceedings.

30. Changes to these terms

We may update these terms for future orders to reflect:

• changes in law;
• changes to our products or services;
• new payment or delivery methods;
• security requirements; or
• clearer customer information.

The terms applying to an order are the terms made available when you place that order.

We will not use a later change to alter the price, product or other material terms of an existing contract without your agreement, unless the change is required by law and does not unfairly reduce your rights.

The updated date will appear at the beginning of the terms.

31. Transferring the contract

We may transfer our rights and obligations under a contract to another organisation where:

• this is connected with a genuine business transfer or restructuring;
• the organisation is capable of performing the contract; and
• the transfer does not reduce your rights or materially disadvantage you.

We will notify you where the transfer affects an active order.

You may transfer a right under the contract where the law permits or where we agree. We will not unreasonably refuse a request that does not increase our obligations or risk.

32. Third-party rights

A person who is not a party to the contract has no right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

This does not affect a right or remedy that exists independently of that Act.

33. If part of these terms is invalid

If a court or relevant authority finds that part of these terms is unlawful, unfair or unenforceable, that part will not bind you.

The remaining provisions will continue to apply where they can fairly operate without the affected provision.

We will not replace an invalid provision with one that produces substantially the same unfair result.

34. Delay in enforcing these terms

If either party delays exercising a right, that does not automatically mean the right has been waived.

A waiver applies only where it is clear and relates only to the particular circumstances in which it was given.

35. Governing law and courts

These terms and contracts made under them are governed by the law of England and Wales.

However:

• if you live in Scotland, you may bring proceedings in the Scottish courts;
• if you live in Northern Ireland, you may bring proceedings in the Northern Irish courts;
• if you live in England or Wales, you may bring proceedings in the courts of England and Wales; and
• if you live outside the UK, this choice of law does not deprive you of mandatory consumer protections that apply under the law of your usual country of residence.

We may bring proceedings against a UK consumer only in the courts permitted by applicable consumer-jurisdiction rules.

Nothing in this section requires you to submit exclusively to arbitration or another private dispute process.

36. Contacting us

For questions about an order or these terms, contact:

Piazza Castello Customer Service
Tessiland Limited
Unit 11, The Talina Centre,
23A Bagleys Lane,
London
SW6 2BW

Email: support@piazzacastello.com

Customer-service hours and other contact methods are shown on our Contact page.