Term Of Purchase

These Terms of Purchase outline the agreement between Maren A&O London Ltd (“we”, “our”, or “us”) and our customers (“you”). By placing an order through our website, you agree to the terms set out below. We’ve written them clearly and thoughtfully — so you always know what to expect from us.

1. Orders & Availability

All products are subject to availability. As most of our garments are made to order, we begin production only after your order is confirmed.

Once payment has been processed, you will receive an order confirmation email. Please ensure that all details — including measurements and “Other Function” selections — are accurate before confirming.

In the rare event that an item or material becomes unavailable, we will contact you promptly to discuss alternatives or offer a full refund.

We reserve the right to decline or cancel any order where payment cannot be processed, or if we suspect fraudulent activity.

2. Made-to-Order & Customised Products

Customised products include any garments where you have selected fabric, fit, measurements, or additional adjustments under our “Other Functions” service.

Due to their personalised nature, such items are non-refundable and non-exchangeable once production has begun, as outlined in the UK Consumer Contracts Regulations 2013 (Regulation 28(1)(b)).

Amendments can be made within 24 hours of order placement by contacting contact@marenaolondon.com.

2. Pricing & Payment

All prices are displayed in GBP (£) and include VAT where applicable. We accept secure online payment via major debit and credit cards, and trusted payment providers such as Apple Pay, Google Pay, or PayPal (depending on your region).

Full payment is required at the time of purchase for all made-to-order garments before production can begin. Orders will not enter production until payment is confirmed.

If an obvious pricing error occurs, we reserve the right to cancel the order and issue a refund.

3. Production Timelines

Each made-to-order piece is individually crafted by our artisans. Typical lead time is 7–14 working days, depending on design complexity and seasonal demand.

We will always aim to deliver within the estimated timeframe, but delays may occasionally occur due to fabric availability or unforeseen production circumstances. If a delay occurs, we will notify you immediately and provide an updated timeline.

4. Shipping & Delivery

We ship worldwide from our UK base using trusted couriers. You’ll receive tracking details once your order has been dispatched.

Delivery times may vary depending on destination:
- UK orders: typically 1–3 working days after dispatch
- Europe: 3–7 working days after dispatch
- Rest of world: 7–14 working days after dispatch

Please note that international orders may be subject to customs duties and import taxes, which are the responsibility of the customer.

We are not liable for delivery delays caused by customs clearance or courier disruptions beyond our control. Delivery is considered complete once the parcel has been successfully delivered to the address provided at checkout.

5. Returns, Alterations & Customisation

Our full Returns, Alterations & Customisation Policy applies to all purchases and forms part of these Terms.

In summary:
- Made-to-order items cannot be cancelled or refunded once production begins (as defined under UK Consumer Contracts Regulations 2013, Regulation 28(1)(b)).
- Ready-to-wear items can be returned within 14 calendar days of delivery.
- Alterations are available at a service fee unless required due to a production issue.

Please refer to the full policy on our website for details.

6. Product Care & Responsibility

All Maren A&O pieces are made using natural and delicate materials. Care instructions are provided with every order — please follow them carefully to ensure longevity. We cannot accept responsibility for damage caused by improper washing, handling, or storage.

Our garments are designed for long-term wear and may naturally soften or evolve over time — this is a hallmark of authentic cashmere.

7. Intellectual Property

All designs, imagery, and written content displayed under the Maren A&O London brand — including the name, logo, graphics, and photography — are owned by Maren A&O London Ltd and protected by UK and international copyright law. You may not reproduce, distribute, or use any materials without written consent.

8. Limitation of Liability

We take great care in ensuring our garments and services meet the highest standards. However, to the extent permitted by law, we are not liable for:
- Any indirect or consequential loss, or
- Delays or disruptions beyond our reasonable control (such as courier delays, customs issues, or material shortages).

Your statutory rights as a consumer are not affected.

9. Changes to Terms

We may update these Terms from time to time to reflect improvements in our services or updates to UK law. The Terms in effect at the time you place your order will apply to that purchase.

10. Contact Us

If you have any questions regarding your order, please contact:
Email: contact@marenaolondon.com

Our team is available Monday to Friday, 9:00 AM – 6:00 PM (UK time), excluding public holidays. We aim to respond to all enquiries within 48 hours.

Each Maren A&O creation is a collaboration between our atelier and you — a reflection of timeless craftsmanship and modern individuality.