These terms and conditions set out the basis on which we supply products to you. Please read them carefully before placing an order. They explain your rights and obligations, and what you can expect when buying from us/e

We may update these terms from time to time by posting revised terms on our website. The version in force at the time you place your order will apply to that purchase.

1. Who we are and how to contact us

   1. Falk Copper Cookware is a trading style of Europe Copper Limited.

   2. For customers within the European Union, Europe Copper Limited operates its business from its EU Head Office at Dijkstraat 52, 3150 Wespelaar, Belgium.

   3. You can contact us via our online form at www.falkcoppercookware.com/contact or by telephone on +32 2 401 94 42.

   4. If we need to contact you, we will do so using the email address provided with your order.

2. Placing an order

   1. Orders are placed through our website. Once you have added products to your basket, you will be guided through the checkout process where you must provide contact, billing and delivery details. Please check your order carefully before clicking “Complete order” or “Pay now”.

   2. Your order constitutes an offer to purchase products from us. You will receive an email confirming receipt of your order. Acceptance of your order takes place when we email you to confirm dispatch of the products. At this point, a contract is formed between you and us. Your order number will be included in the confirmation and should be quoted in all correspondence.

   3. To place an order, you must be at least 18 years old and authorised to use the payment method provided. If you are under 18, you may only place an order with the involvement of a parent or guardian.

3. Our right to cancel or suspend orders

   1. If we are unable to fulfil your order (for example, due to stock availability, pricing errors, verification issues, or delivery restrictions), we will notify you and no payment will be taken.

   2. Our products are supplied for personal use only. We reserve the right to cancel orders that appear to be for commercial, resale or business purposes. If you believe an order has been cancelled in error, please contact us via our online form.

   3. We may suspend the supply of products to:

      1. Resolve technical issues or make minor technical changes.

      2. Comply with changes in legal or regulatory requirements.

      3. Implement product changes notified to you.

4. Our products

   1. We supply hand-crafted copper cookware and related products.

   2. Product images on our website are for illustrative purposes only. Whilst we aim to display products accurately, colours may vary depending on your device.

   3. Gift cards may be purchased in the form of a digital code. Please note:

      1. Gift cards cannot be purchased using another gift card.

      2. Gift cards are valid for 12 months from the date of purchase.

      3. Gift cards may only be redeemed on the website from which they were purchased.

5. Delivery

   1. Delivery charges and options are detailed at www.falkcoppercookware.com/info/delivery-charges.

   2. Any customs duties, taxes or additional charges applicable to deliveries outside the European Union are your responsibility and are not included in delivery costs.

   3. Orders delivered to EU customers are despatched from our operation based in Belgium.

   4. Delivery times depend on the option selected at checkout. During promotional periods, delivery may take longer.

   5. We are not responsible for delays outside our control, such as courier disruption or adverse weather. If a significant delay occurs, you may cancel your order and receive a refund for any products not received.

   6. If delivery cannot be completed, the courier will notify you with instructions to rearrange delivery or collection.

6. Your right to end the contract

   1. You may end your contract with us at any time. Your rights depend on the circumstances and do not affect your statutory rights arising under applicable EU consumer protection

   2. If a product is faulty or materially different from its description, you may be entitled to a refund, replacement or repair.

   3. You may end the contract immediately and receive a full refund if:

      1. You do not agree to a change in the product or these terms.

      2. We notify you of a pricing or description error and you do not wish to proceed.

      3. Delivery is significantly delayed due to circumstances beyond our control.

      4. Supply is suspended for more than four weeks.

      5. You have a legal right to do so due to our actions.

   4. If you change your mind, we offer a goodwill returns period of 30 days (unless stated otherwise). Return costs are your responsibility. Certain products are excluded, including:

      1. Custom or special-order products.

      2. Used or damaged items.

      3. Products returned incomplete (unless due to our error).

   5. Where you exercise your statutory right to cancel within 14 days of receiving the goods, we may make a deduction from any refund to reflect any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

   6. In other cases, you may cancel before dispatch by contacting us.

7. Returns and refunds

   1. To cancel an order or request a return, please contact us via our online form and include your order details.

   2. Returned products must be sent back within 30 days in accordance with our returns policy.

   3. Our 30-day returns period offered beyond the statutory 14-day cancellation period is a goodwill policy and applies only to products that are unused and returned in their original condition.

   4. The 30-day returns period is offered in addition to, and does not affect, your statutory rights under applicable EU consumer protection law. This includes, where applicable, rights under the Consumer Rights Directive (Directive 2011/83/EU).

   5. Where an order qualified for free delivery and is subsequently returned in full, we reserve the right to deduct the standard outbound delivery charge from any refund where permitted by law, unless delivery was paid for separately.

   6. Refunds will be issued to the original payment method. Discounts applied at purchase will be reflected in the refund amount. Refunds will be processed within 14 days of receiving the returned goods.

   7. Where you are exercising your statutory right to cancel under applicable EU consumer protection law, the applicable statutory time limits and conditions will apply, regardless of our own returns policy.

8. Our right to end the contract

   1. We may end the contract if you fail to provide required information or prevent delivery within a reasonable time.

   2. Any payments made for products not supplied will be refunded.

9. Price and payment

   1. Product prices include VAT and are shown at checkout.  VAT is charged in accordance with applicable EU VAT rules.

   2. If VAT rates change after your order, adjustments will be made unless payment has already been completed.

   3. Prices may change, but the price at the time of ordering will apply.

   4. If a pricing error is obvious and should reasonably have been recognised, we may cancel the order and issue a refund.

   5. Payment must be made before dispatch unless otherwise agreed. Accepted methods include Visa, Mastercard, American Express, PayPal and bank transfer.

10. Discount codes

    Discount codes are subject to specific terms and may be withdrawn or amended at any time. Only one code may be used per order. Codes are non-transferable and non-refundable.

11. Our responsibility for loss or damage

    We are responsible for foreseeable loss caused by our breach of contract or failure to use reasonable care. We do not limit liability where doing so would be unlawful. Products are supplied for private use only and we are not liable for business losses.

12. Use of personal information

    We use your personal data in accordance with our Privacy & Data Protection Policy and the EU General Data Protection Regulation (GDPR): www.falkcoppercookware.com/legal/privacy-policy

13. Other important terms

    1. We may transfer this contract to another organisation.

    2. You may only transfer your rights with our written consent.

    3. No third party has rights under this contract.

    4. If part of this contract is found unlawful, the remainder remains in force.

    5. These terms are governed by Belgian law.

    6. If you are a consumer resident in the European Union, you also benefit from any mandatory consumer protection laws applicable in your country of residence, which cannot be excluded by contract.

    7. You may bring legal proceedings either in the courts of Belgium or in the courts of your country of residence within the European Union.

14. Registered office and statutory information

    1. Europe Copper Limited is a private company registered in England and Wales (company number 08479418).

    2. Our registered office is at 483 Green Lanes, London, N13 4BS, United Kingdom.

1. Who we are

   1. Falk Copper Cookware is a trading style of Europe Copper Limited.

   2. For customers within the European Union, Europe Copper Limited operates its business from its EU Head Office at Dijkstraat 52, 3150 Wespelaar, Belgium.

   3. All aspects of order fulfilment and day-to-day operations for EU customers, including customer support, are managed from this address.

   4. Europe Copper Limited is registered as a data controller with the Information Commissioner’s Office in accordance with the Data Protection Act 2018.  For EU customers, personal data is processed in accordance with the EU General Data Protection Regulation (GDPR).

   5. We are committed to providing excellent-quality products and services to our customers, and this commitment extends to how we collect, use and protect your personal information.

   6. If you have any questions about how we look after your personal data, you can contact us:

      • By post: at our head office address above, marked for the attention of the Data Protection Officer

      • By email: dpo@falkcopperpans.com

      • By telephone: + 32 2 401 94 42

2. The information we collect and how we use it

   1. When you place an order with Falk Copper Cookware via our website, by telephone or by post, we collect personal information necessary to fulfil your order.

   2. The information you share with us may also be used to keep you informed about promotional offers, new products and account-related updates. You can change your preferences or opt out of marketing communications at any time.

   3. We collect information including your name, delivery address, email address (for online orders), payment card details and a contact telephone number. This information is required to process your order and, where necessary, to contact you regarding issues relating to your order or delivery.

      Where appropriate, we may share your contact telephone number with our courier or delivery partners solely for delivery-related purposes.

   4. If you register an account with us, you may receive occasional communications about special offers, promotions and product updates. You are always in control of how we contact you.

      You can manage your preferences through your online account, opt out at the time of ordering, or unsubscribe using the link included in any marketing email.

   5. We use your personal data to:

      • Process and fulfil your orders.
      • Manage your customer account and preferences.
      • Communicate with you about your purchases.
      • Improve our product range and services.
      • Personalise communications and promotions.
      • Verify your identity.
      • Detect and prevent fraud and illegal activity.
      • Conduct research to improve customer experience.
      • Provide customer support.
      • Comply with legal and regulatory obligations.

   6. When processing orders, we rely on contractual necessity as our lawful basis. For marketing and business improvement activities, we rely on legitimate interests.

   7. Our legitimate interests include operating and improving our business, providing a secure and effective service, and offering products and communications relevant to our customers.

   8. Where we rely on legitimate interests, we carefully balance these against your rights and expectations. We will not process your personal data where your interests override ours, unless required or permitted by law.

   9. For example, we may use your information to tailor marketing communications or to protect you from fraud. These activities are designed to benefit both you and our business.

   10. We may receive personal data from third-party partners where they have informed you that your data may be shared for marketing or advertising purposes and where they have a lawful basis for doing so.

3. Security of your information

   1. Our website uses secure server software and encryption to protect your personal data during transmission. We also apply appropriate technical and organisational measures to safeguard the information we store.  These measures are designed to comply with the EU GDPR and applicable data protection laws.
      

      We will never sell your personal data or share your email address or telephone number with retail partners.

   2. Internally, access to personal data is restricted to authorised staff who require it to perform their duties. Security controls and access permissions are reviewed regularly.

4. Your rights

   1. You have several rights under data protection law.  If you are located in the European Union, these rights arise under the EU General Data Protection Regulation (GDPR).  If you wish to exercise any of these rights, please contact us using the details above.

   2. Right to be informed
      This policy explains how we process your personal data. We review it regularly and update it as required.

   3. Right of access
      You may request a copy of the personal data we hold about you. We will normally respond within one month, although this may be extended for complex requests. If we refuse a request, you will be informed of your right to complain to the Information Commissioner’s Office.

   4. Right to rectification
      If you believe the information we hold about you is inaccurate or incomplete, please let us know and we will correct it.

   5. Right to erasure
      You may request deletion of your personal data, subject to legal and regulatory obligations. In some cases, we may need to retain limited information for compliance or fraud-prevention purposes.

   6. Right to restrict processing
      You may ask us to restrict how we process your data, for example to stop marketing communications while still allowing order fulfilment.

   7. Right to object and profiling
      We may use profiling to personalise offers and communications. You can object to this at any time. Please note that doing so may limit the relevance of communications you receive.

   8. You have the right to request that we provide the personal data you have given us in a structured, commonly used and machine-readable format (for example, CSV or JSON). You may also ask us to transmit this data directly to another data controller, where it is technically feasible to do so.
      

      This right applies to personal data that you have provided to us and that we process on the basis of your consent or for the performance of a contract. If you wish to exercise this right, please contact us using the details in section 1.6.
      

      You also have the right to lodge a complaint with your local supervisory authority within the European Union if you believe your personal data has been processed unlawfully.

5. Data retention

   1. We retain your personal data only for as long as is necessary to fulfil the purposes for which it was collected, or as required by law. The retention period will depend on the nature of the data and the reason for processing.

   2. As a general guide:

      • Order and transaction records are retained for seven years from the date of purchase, in line with HMRC requirements and applicable tax legislation.
      • Customer account information is retained for as long as your account remains active. If your account is inactive for more than three years, we may contact you to confirm whether you wish to keep it open before taking any further action.
      • Marketing preferences and consent records are retained for as long as you remain subscribed to our communications. If you unsubscribe, we will retain a limited record of your opt-out to ensure we respect your preferences.
      • Website analytics and cookie data are retained in accordance with our Cookie Policy. Most analytics data is anonymised and aggregated.

   3. When personal data is no longer required, we will securely delete or anonymise it. Where deletion is not immediately possible (for example, because the data is held in backup systems), we will ensure it is isolated and protected until deletion can be carried out.

6. International transfers

   1. Our EU operations are based in Belgium, and personal data relating to EU customers may be stored or processed within the European Union, Switzerland or the United Kingdom.

   2. In some circumstances, your personal data may be transferred to, stored in, or accessed from countries outside the European Union. This may occur, for example, where our service providers (such as payment processors, cloud hosting providers or email delivery platforms) operate or maintain servers in other jurisdictions.

   3. Where we transfer personal data outside the European Union, we ensure that appropriate safeguards are in place to protect your data in accordance with EU GDPR. These safeguards may include:

      • Transfers to countries subject to an EU adequacy decision.
      • Standard contractual clauses approved by the European Commission.
      • Other lawful transfer mechanisms recognised under applicable data protection law.

7. When we share your personal data

   1. We share personal data with trusted service providers where necessary, including couriers, payment processors, fraud prevention services and IT providers.

   2. All third parties are required to protect your personal data and only use it for specified purposes.

   3. We may share personal data with regulators or law enforcement agencies where required by law or where necessary to protect our business or customers, including for the prevention or investigation of fraud or other illegal activity.

8. Registered office and statutory information

   1. Europe Copper Limited is a private company registered in England and Wales (company number 08479418).

   2. Our registered office is at 483 Green Lanes, London, N13 4BS, United Kingdom.