Marmalade Terms & Conditions

1. Agreement
By using this website you agree to the terms and conditions as set out below.

2. Service Information
The network will provide their Services. It is however possible the quality or coverage may be affected from time to time.

3. Offers
All offers displayed on our website are subject to availability and may be changed or withdrawn with no prior notice.

4. Orders
Only orders received from persons over the age of 18 will be accepted.
All orders require a credit check and proof of identification prior to dispatch. Love Marmalade cannot be held responsible for any credit check result, nor can it be held responsible for any delays caused by incorrect information supplied by you.

An email will be sent to you immediately after you have completed your online order. This email is to be treated only as an acknowledgement that your order has been placed, and not an acceptance of your order.

All sales require a credit or debit card. We accept payment by Visa, Mastercard, Delta, AMEX, Maestro or Switch. The card must be registered in the name and address of the person making the order.

5. Product availability
If for any reason the product you have ordered is out of stock, we will endeavour to contact you within 24 hours and inform you when the product will be available for dispatch.

6. Deliveries
Delivery is free on orders to all address locations within mainland UK.
We aim to ensure all purchases ordered before 2pm will arrive by free next day recorded or registered delivery, with the exception of weekends and bank holidays.
This is however subject to the successful verification of your order, payment details, stock availability and credit check.
If some of the above criteria are not met you will be notified and if still applicable, we will keep you informed of the new estimated delivery date.
Love Marmalade will not be held responsible for any delays in delivery that are out of our control.

IMPORTANT: For security reasons Love Marmalade cannot deliver to any address other than your registered home address. You or a family member with the same surname must also be available to sign for your package.
It is of the utmost importance that the information you provide online regarding any personal details are correct. Love Marmalade cannot be held responsible for any items lost or stolen as a result of incorrect delivery details being submitted.


Delivery times:

Order time: Delivery: Monday - Thursday before 2pm Next day Friday before 1pm Saturday (not guaranteed) Saturday & Sunday Tuesday

7. Returns
Cancellations policy (7day)
We hope you are totally satisfied with the products you have purchased from Love Marmalade.
Under the Consumer Protection (Direct Selling) Regulations 2000 you are entitled to cancel your agreement within 7 working days of receiving your purchase.
So in the unlikely event you are not satisfied with any aspect of your purchase it is very important to act immediately and follow the procedure below:

PLEASE NOTE: We CANNOT accept the return of a handset if it has been used. This includes making or receiving calls, text messages or downloads from the network.
Should you have ported a previous mobile number to your 3 contract you will also be unable to cancel or return your handset.

The first day is counted as the day on which you sign for your delivery (phone) from Royal mail. If you wish to return your phone within this period, it must be returned with all the free gifts/accessories etc associated with the handset, in perfect condition and in the original packaging.

BEFORE returning your handset you must call Customer Care on 0161 233 4553 in order to obtain an authorisation code. You will then be advised of the address to return your handset to.

Please Note: If you return a handset for any reason without obtaining an authorisation code from Customer Care, a £25.00 administration charge will be applied to your credit/debit card.

Once you have re-packaged the items you must post them by Royal Mail Special Delivery (you will need to visit your local post office for this service) to the address given to you by Customer Care. Please be aware that you will need to pay the full cost of returning the items by Special Delivery to Love Marmalade. We only allow mobile phones to be returned to us by Royal Mail Special Delivery because you will be covered by comprehensive insurance whilst the phone is in transit. Love Marmalade cannot be held responsible for items received outside of the 7 day period.

Please be aware if you use any other means of transit and the phone is subsequently lost or stolen, you will be liable for a charge of up to £500 to cover the cost. The goods must also be returned to Love Marmalade in the same condition you received them. If these conditions are not adhered to, a cost will be incurred for the retail price of the goods; the full amount of which Love Marmalade can recover from your credit or debit card or by other means as required.

Charges for items missing or damaged from the original box are as follows:

Damaged headsets 30% cost of the phone Damaged or missing handset box (i.e. ripped, indented, defaced) £30 Leather case: £10 In-car charger: £10 Personal handsfree: £10 Phone box manual: £20 Manufacturer handsfree: £20 Battery: £30 Mains charger: £25 Data Cable: £30 Replacement CD ROM £30 Any unspecified items which are damaged or missing will be charged at retail price.

Please Note: You are liable for any calls made whilst the phone was in your possession. The charges will be taken by direct debit directly by the network provider.

You will also be also charged for a pro-rata line rental cost for the period of time that the phone was in your possession. Again the charges will be taken by direct debit by the network.
Once we have received all the necessary items we will then proceed to cancel the account for you. We are unable to process any returns, refunds or cancellation of contracts until the goods have been received and checked at our offices. If the goods fail to be returned to Love Marmalade within the 7 working day period and without prior notification via the procedure as set out above, you will still be responsible for the cost of the phone and payment of monthly line rental on mobile phone contracts.
If you cancel your agreement before your order is received, but has already been dispatched by Love Marmalade, you must not unpack the goods once received.

Faults/Replacement Policy

For 3 customers only:

If your phone develops a fault within the first 11 days we will be able to arrange a replacement for you. Before returning your handset you must call Customer Care on 0161 233 4553 in order to obtain authorisation and a reference number. You will then be advised of the address to return your handset to.
Once you have done this you must return your phone in all its original packaging ensuring that the phone is in pristine condition along with the original items as below:

Phone Book manual
Battery
Mains Charger
Data Cable

For Vodafone, Orange, T-Mobile and O2 customers only:

If your phone develops a fault within the first 25 days we will be able to arrange a replacement for you. Before returning your handset you must call Customer Care on 0161 233 4553 in order to obtain authorisation and a reference number. You will then be advised of the address to return your handset to.
Once you have done this you must return your phone in all its original packaging ensuring that the phone is in pristine condition along with the original items as below:

Phone Book manual
Battery
Mains Charger
Data Cable

PLEASE RETAIN THE SIM CARD AND ACCESSORIES.

Once you have re-packaged the items you must post them by Royal Mail Special Delivery (you will need to visit your local post office for this service) to the address given to you by Customer Care.
We only allow mobile phones to be returned to us via Royal Mail Special Delivery because you will be covered by comprehensive insurance whilst the phone is in transit.
Please be aware that if you use any other means of transit and the phone is subsequently lost or stolen then you will be liable for a charge of up to £500 to cover the cost of the phone. Once we have received the faulty phone, we will contact you to arrange delivery of a replacement phone. Please note that your replacement phone will be a like for like handset. In the event of a stock shortage or a discontinued product, we reserve the right to suggest and supply an alternative handset with similar features.
If your phone develops a fault after the initial 25 day period you are entitled to a free repair as all mobile phones provided by my-mobiles.com are covered by a full 12 months manufacturer's warranty. Provided the handset is within the standard warranty, you will need to contact the manufacturer directly; please see the contact information below:

Motorola: 0870 901 05 55
Sony Ericsson: 0870 5237 237
Nokia 01480 434 343
Samsung: 0870 242 0303
Siemens: 0870 5334 411
Sagem: 0870 240 5613

PLEASE NOTE: Not all faults are covered by the manufacturer's warranty such as accidental damage or damage caused by changes in temperature.

We cannot unfortunately arrange for a replacement where a fault has come about due to accidental damage.

8. Contracts
All monthly price plans are subject to 12 month or 18 month airtime contracts unless otherwise stated. By purchasing a mobile phone from Love Marmalade you are accepting the terms and conditions of the network provider; these conditions can be viewed on our website, www.lovemarmalade.com

If you are a new or upgrading customer, you will only be able to move to a lower value price plan after a minimum of 12 months.
Please note: If you are disconnected for any reason within 12 months of your contract commencing, you will be charged the minimum sum of £300 plus VAT per handset by Love Marmalade. The actual sum to be charged will be determined by your selected tariff and can amount into hundreds of pounds.

9. Changing price plan
If you change your agreed price/tariff plan within 12 months of your contract commencing, you will be charged the minimum sum of £100 plus VAT per handset by Love Marmalade. This charge is to cover the money that Love Marmalade will be clawed back by the network and can amount into hundreds of pounds. We therefore strongly recommend you do not change your price plan during the first 12 months of your contract.

10. Direct Debit
Direct Debit Guarantee

The Direct debit guarantee is offered by all banks and Building Societies who take part in the Direct Debit scheme. The efficiency and security of the scheme is monitored and protected by your own Bank or Building Society. If the amounts to be paid or the payment dates change, the network will notify you in 5 working days in advance of your account being debited or as otherwise agreed.
Please be advised that Love Marmalade cannot be held responsible for the inaccuracy of any Direct Debit details provided by you. It is the customer's responsibility to ensure all Direct Debit details are correctly set up with your network supplier
PLEASE NOTE: If this mandatory Direct Debit arrangement is cancelled at anytime during your contract period, we will invoice you £50 plus VAT.

11. Charges
You hereby expressly authorise us to deduct the above amounts from your credit/debit card supplied to us in the event of the occurrence of a disconnection, tariff change or cancellation as outlined in 9, 10 and 11. You will be notified in writing should you incur any such charges.

12. Billing & Inclusive minute queries
All your mobile phone bills are sent directly from your network provider. We do not have access to them and are therefore unable to advise you on any billing queries you may have.
We recommend you contact your network directly.

Useful numbers:

3 customer services 08707 330 333 or dial '333' from your handset
T-Mobile customer services: 0845 412 5000 or dial '150' from your handset.
Orange customer services: 07973 100 150 or dial '150' from your handset.
Vodafone customer services: 08700 733 222
O2 customer service 08702 410 202

13. Online security
All credit/debit cards are required for payment purposes. If the phone and items you have selected are free of charge, an administration fee of £9.99 is required to enable Love Marmalade to process your order. This is necessary to obtain online security information and ensure the card is not stolen.

14. Pricing
Unless otherwise indicated, all prices include VAT.

15. Insurance
Through Fonesure we are able to offer all our customers one month insurance totally free of charge, covering against theft and accidental damage (including water damage). If you decide to continue after the free period there will be a charge of £5.99 per month which will be collected monthly by Direct Debit from your bank account. Such payments will continue by periods of one month (up to a maximum period of cover of 5 years) upon receipt of your monthly premiums. You can cancel your Direct Debit at any time. The insurance is optional and not a requirement of your mobile phone purchase. For the full insurance terms and conditions please go to www.lovemarmalade.com

16. Manufacturers Warranty
All handsets purchased from Love Marmalade are covered by a full manufacturer's warranty. This means you are entitled to a free repair of any fault, or if not repairable you are entitled to a free replacement. A list of manufacturers and their contact details can be found at the bottom of this page.

17. Copyright
All aspects of this website are subject to copyright.

18. Website Accuracy
Love Marmalade is updated daily to ensure the information displayed on our site is as accurate as possible. However, we cannot guarantee the accuracy of the information supplied, especially certain features which may change without prior notice such as tariffs, call charges, special offers and promotions.

19. Important Information

Our Contact Details

Telephone: 0161 233 5844

Email: Customercare@lovemarmalade.com

Registered in England No: 5160637
VAT registration: 837 977 952

Mobile phone manufacturer contact details:

Nokia : 08457555555
Samsung Electronics : 08709010555
LG: 0870 8735454
Motorola: 0870 9010555
Sony Ericsson: 0870 5237237

Network contact details

3 customer services 08707 330 333 or dial '333' from your handset
T-Mobile customer services: 0845 412 5000 or dial '150' from your handset.
Orange customer services: 07973 100 150 or dial '150' from your handset.
Vodafone customer services: 08700 733 222
O2 customer service 08702 410 202