Terms & Conditions
1. Introduction
These Terms & Conditions ("Terms") govern your use of the Ribbon Route website and the services provided by Ribbon Route ("Ribbon Route", "we", "us" or "our").
By placing an order with Ribbon Route, you confirm that you have read, understood and agree to these Terms.
These Terms apply to all orders placed through our website unless otherwise agreed in writing.
2. Definitions
In these Terms:
Customer means the person placing an order with Ribbon Route.
Recipient means the person receiving the completed gift.
Order means your request for Ribbon Route to purchase, prepare, wrap and deliver one or more gift items.
Retailer means the third-party business from which the requested gift items are purchased.
Service Fee means the fee charged by Ribbon Route for providing its services, excluding the cost of the gift items and shipping.
Personalised Items include hand-painted cards, handwritten messages and any bespoke wrapping or personalised additions created specifically for your order.
3. Our Service
Ribbon Route provides a premium gift purchasing, wrapping and delivery service for customers wishing to send thoughtful gifts to friends and family across the European Union.
As part of our service, we will:
Purchase the gift item(s) you have selected from third-party retailers.
Receive and visually inspect your items for any obvious damage or incorrect products.
Professionally wrap your gift using your chosen wrapping style.
Include any optional personalised additions, such as a hand-painted watercolour card or handwritten message.
Carefully package your order and arrange delivery to your chosen recipient.
We aim to prepare every order with the same care and attention we would give our own gifts. While we make every effort to ensure your gift arrives beautifully presented, product availability, retailer fulfilment and delivery services are provided by independent third parties and remain outside our control.
4. Orders
To place an order, you must complete the order form on our website and provide accurate information, including retailer links, product details, recipient information and delivery address.
The retailer links provided by the Customer are intended to identify the requested item(s). Ribbon Route may purchase the requested item(s) from the retailer identified by the Customer or from an alternative retailer at its discretion, provided the item is materially the same in brand, model, specification and condition.
After receiving your request, we will review your order and email you a final cost breakdown, including the cost of the gift item(s), retailer delivery charges, our Service Fee and the cost of delivery to your recipient.The prices quoted by Ribbon Route represent the total price payable for the order and are not a representation of the price paid by Ribbon Route to any retailer.
Your order will only be confirmed once you have approved the final quotation and full payment has been received. No gift items will be purchased until you have approved the quotation and full payment has been received.
Ribbon Route reserves the right to refuse or cancel an order before purchasing any gift items where we are unable to fulfil the request. This may include, but is not limited to, situations where:
the requested item is unavailable or out of stock;
a retailer is unable to deliver to Ribbon Route;
the requested item is unsuitable for our service;
pricing or availability changes before purchase;
the information provided is incomplete or inaccurate; or
we are otherwise unable to fulfil the order.
Ribbon Route may also decline orders where we reasonably believe a purchase could be fraudulent, violate a retailer's terms, or expose Ribbon Route to legal or financial risk.
If we are unable to fulfil your order before any purchases have been made, any payment received will be refunded in full.
5. Pricing & Payment
Our pricing consists of:
A Ribbon Route Service Fee for purchasing, preparing, wrapping and packaging your gift.
The cost of the gift item(s).
Any delivery charges from the retailer(s) to Ribbon Route.
Shipping from Ribbon Route to your chosen recipient.
Any optional add-ons selected during the ordering process.
A full cost breakdown will be provided for your approval before payment is requested.
All prices are displayed in Euros (€). Payment must be made in full before we purchase any gift items or begin preparing your order.
Payment authorises Ribbon Route to purchase the approved gift item(s) and begin providing the requested services.
Payments are processed securely through Stripe. By making a payment, you also agree to Stripe's Terms of Service and Privacy Policy, where applicable.
6. Returns & Refunds
As Ribbon Route purchases and prepares each order specifically for you, returns and refunds are subject to the policies of the original retailer.
If you wish to return or exchange an item, please contact us as soon as possible at megsstone1207@hotmail.com. We will assist you in arranging a return where the retailer's policy allows.
Please note that:
Return requests must be made within the retailer's applicable return period.
Where a return is required via Ribbon Route, customers should allow sufficient time for the item to be delivered back to Ribbon Route and then forwarded to the original retailer before the retailer's return deadline expires.
Some retailers may require returned items to be sent back to Ribbon Route before they can be returned to the retailer.
Return shipping costs, where applicable, are the responsibility of the customer unless the item is faulty or incorrect.
Our Service Fee and any personalised items, including hand-painted cards, are non-refundable once your order has been prepared.
If your gift arrives damaged, incorrect, or incomplete, please contact us within 48 hours of delivery with your order number and photographs of the item and packaging. We will work with the retailer and delivery provider to resolve the issue as quickly as possible.
Nothing in these Terms affects your statutory consumer rights under applicable law.
7. Cancellations
You may cancel your order at any time before Ribbon Route has purchased the requested gift item(s).
Once the gift item(s) have been purchased on your behalf, cancellation may no longer be possible. Where a retailer accepts cancellations, we will assist you in accordance with their policy.
To request a cancellation, please contact us as soon as possible at megsstone1207@hotmail.com with your order reference.
Nothing in this section affects your statutory right of withdrawal or any other consumer rights that apply under applicable law.
8. Prohibited Items
Ribbon Route reserves the right to refuse any order containing items that are unlawful, unsafe or unsuitable for our service.
This includes, but is not limited to:
Alcohol, tobacco or vaping products.
Prescription medicines or controlled substances.
Weapons, ammunition or hazardous materials.
Perishable goods.
Live animals or plants.
Counterfeit or illegal goods.
Items prohibited by our delivery partners or applicable laws.
Any item that Ribbon Route reasonably believes cannot be purchased, wrapped or delivered safely.
If an order contains prohibited items, we reserve the right to cancel the order before purchase.
9. Liability
Ribbon Route will always take reasonable care in purchasing, preparing and packaging your order.
We are not responsible for delays, errors or issues caused by third-party retailers, delivery providers or circumstances beyond our reasonable control.
Our liability for any claim arising from your use of our service is limited to the total amount paid for the relevant order, except where a greater liability is required by applicable law.
Nothing in these Terms excludes or limits any liability that cannot legally be excluded under German or European law, including liability for fraud, gross negligence, or death or personal injury caused by our negligence.
10. Privacy
We are committed to protecting your personal information and handling it responsibly.
We collect and process personal data only where necessary to provide our services, process your order, communicate with you and arrange delivery.
Your personal data is processed in accordance with applicable data protection laws, including the General Data Protection Regulation (GDPR).
For full details of how we collect, use and protect your personal data, please refer to our Privacy Policy.
11. Governing Law
These Terms & Conditions are governed by the laws of the Federal Republic of Germany.
If you are a consumer residing in another European Union country, you may also benefit from any mandatory consumer protection rights that apply in your country of residence.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue to apply.