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Terms and Conditions

These Terms and Conditions of Use (the “Terms and Conditions”) apply to all transactions concluded with the customer (“you”), when you shop via the website (the “Website”) and the online store. Please read them carefully before placing your order and print a copy for your future reference. By visiting or registering at the online store you hereby accept and agree to be bound by the Terms and Conditions which shall constitute the entire agreement between you and Upstairs Downstairs (IW) Ltd (“Upstairs Downstairs”, “we”, “us”)

Upstairs Downstairs reserves the right to alter these Terms and Conditions from time to time. References in this document to the “online store” refer to the “Upstairs Downstairs” online store at operated by Upstairs Downstairs. The Terms and Conditions are subject to laws of the United Kingdom. If any term in this Terms and Conditions is deemed unlawful, void or for any reason unenforceable then that term shall be severable and shall not affect the validity and enforceability of the remaining Terms and Conditions.


Electronic Communication

When you visit the Website or send an email to us, you are communicating with us electronically. You consent to receive communication from us electronically. We will communicate to you by email or by posting notices on this site. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirements that such communications be in writing.


All content included on this Website including but not limited to text, graphics, logos, button icons, images, audio, data compilations and software is the property of Upstairs Downstairs. The compilation of all content on the Website is the exclusive property of Upstairs Downstairs and protected by UK and international copyright laws. All software used on this Website is the property of Upstairs Downstairs or its software suppliers and protected by UK and international copyright laws.


Upstairs Downstairs graphics, logos, page headers, button icons, scripts and service names are trademarks, registered trademarks in UK. Upstairs Downstairs trademarks and trade dress may not be used in connection with any product or service that is not Upstairs Downstairs in any manner which is likely to cause confusion among customers or in any matter that disparages or discredits Upstairs Downstairs. All other trademarks not owned by Upstairs Downstairs that appear on this site are the property of their respective owners who may or may not be affiliated with, connected to or sponsored by Upstairs Downstairs.

License and Site Access

Upstairs Downstairs grants you limited license to access and make personal use of this Website and not to download (other than page caching) or modify it, or any portion of it, except with the express written consent of Upstairs Downstairs. This license does not include any resale or commercial use of this Website or its contents; ay collection and use of any product listings, descriptions or prices; any derivative use of this Website or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots or other similar data gathering and extraction tools. This Website or any portion thereof may not be reproduced, duplicated, copies, sold, resold or otherwise exploited for any commercial purpose without the express written consent of Upstairs Downstairs. Any unauthorized use terminates the permission or license granted by Upstairs Downstairs.

Your Account

By using this Website, you are responsible for maintaining the confidential nature of your account information including password and for restricting access to your computer and you agree to accept responsibility for all activities that occur under your account or password. If you are under 18 you may use the Website only with the involvement of a parent or guardian. Upstairs Downstairs reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion.

Acceptance of orders

Upstairs Downstairs are only able to take orders through the online store for delivery to the countries listed on the checkout pages. If the country that you require delivery to is not visible then Upstairs Downstairs will not be able to process your order.

Upstairs Downstairs shall validate your order and credit/debit card details submitted before your order can be accepted. 

Upstairs Downstairs shall accept all orders for products or services subject to availability and certain security checks.

Upstairs Downstairs accepts payment by Paypal and most major credit and debit cards. Payment will be debited from your account before the dispatch of your purchase. All credit and debit cardholders are subject to validation checks and authorization by the card issuer and Upstairs Downstairs. Upstairs Downstairs will not be liable for any delays to your order this may cause. If the issuer of your payment card refuses to authorize payment to us, or you fail our security checks, Upstairs Downstairs will not be liable for any delay or non-delivery.

Dispatch of your order brings into existence a legally binding agreement between us.

Availability of Products

If online store products become temporarily unavailable, Upstairs Downstairs shall hold your order until Upstairs Downstairs has the product back in stock and will then mail the product to you in the usual way. In the event that an individual product becomes permanently unavailable then Upstairs Downstairs will seek to offer you a suitable alternative.

Colour Reproduction

Upstairs Downstairs has made every effort to reproduce colours in the online store as accurately as possible. However, different computers reproduce colours in slightly different ways, and so exact colour matches are not yet possible over the internet. This means that when you order products from the online store, colours may differ from what you see on the screen. If you are not satisfied with the colour of the product you have ordered, Upstairs Downstairs operates a returns policy as per the below.

Products and Pricing

Except where otherwise noted, prices displayed for products on the Website represent the retail price as charged in store.

Promotions and prices you see in stores and catalogues do not necessarily apply to the online store and vice versa.

Import duties and local taxes are not included in the quoted price of goods being delivered. You will be responsible for the paying of any and all import duties and local taxes including any administration charges upon receipt.

VAT will be removed from exports (delivery addresses outside the United Kingdom).

Upstairs Downstairs reserves the right to amend any prices without any prior notice and at any time and the right to add or withdraw any product at any time.

Upstairs Downstairs will not be liable for any losses you may suffer as a result of unauthorized access by a third party to the information transmitted by you when ordering products or services from the online store.

Limitation of Liability

This Website and all information, content, materials, products (including software) and services included on or otherwise made available to you through our Website are provided on an “as is” basis. Unless otherwise specified in writing, Upstairs Downstairs makes no representations or warranties of any kind, express or implied, as to the operate of this Website or the information, content, materials, products (including software) or services included on or otherwise made available to you through this site, unless otherwise specified in writing. You expressly agree that your use of this Website is at your sole risk.

Upstairs Downstairs does not warrant that this Website, information, content, materials, products (including software) or services included on or otherwise made available to you through this site, their servers, or email sent from Upstairs Downstairs are free of viruses or other harmful components. Upstairs Downstairs will not be liable for any damages of any kind arising from the use of this Website including but not limited to direct, indirect, incidental, punitive and consequential damages unless otherwise specified in writing.

To the extent that Upstairs Downstairs are permitted by law to limit our liability to you in connection with any order, such liability shall not exceed the total price charged for the relevant product(s).


Your order will normally be dispatched within two (2) working days of placing the order. Whilst Upstairs Downstairs makes every effort to deliver the goods within such timescales, sometimes delays are inevitable. Upstairs Downstairs shall not be liable for any delay you may suffer in this regard.

Upstairs Downstairs are authorised to share your personal information with third parties, which Upstairs Downstairs uses to fulfill your order or satisfy Upstairs Downstairs obligations to you.

This means that the risk of loss and title for items purchased from Upstairs Downstairs pass to you upon delivery by the carrier.

Cancellations/Returns Policy

Upstairs Downstairs have the right to cancel any order you make for any product if you fail our validation or security checks. In certain instances you may not receive email confirmation of an order being cancelled. If payment has been processed, you will receive a full refund.

If for any reason you are not satisfied with your purchase, you may return it to us within fourteen (14) days of receipt in an unworn/unused condition for a full refund or exchange. When returning the products to us for refund or exchange, you must pay for the appropriate postage costs.

If you wish to exchange or return any product then please send the product back with a copy of your invoice and a description of the reason for return through the post to:

Upstairs Downstairs
3 Pier Street
Sandown - Isle of Wight - PO36 8JR

Please wrap products securely, affix the returns label safely to the parcel and attach appropriate postage. Please remember to include your invoice and give the reason for return and any additional requirements. Upstairs Downstairs advises that returns are sent recorded delivery via registered mail or courier, as Upstairs Downstairs will not accept liability for lost returns.

The product you return will then be checked and you will be refunded the full amount paid for it, including postage. In case  you return only part of an order, no refund will be made for postage as this was also used to send the other products to you.

Other Businesses

We may provide links to the sites of other companies and certain other businesses. Upstairs Downstairs shall not be responsible for examining or evaluating and do not warrant the offerings of any other business or individuals or the content of their websites. Upstairs Downstairs does not assume any responsibility for the actions, product, and content of all these and any other third parties. You should carefully review their privacy statements and other conditions of use.