The aim of NOTHS's Services Standards is simply to ensure all Sellers provide all Customers, that visit and use the NOTHS Website to buy Products, with a good service and to ensure that there are a minimum of Customer complaints. If and to the extent there is a conflict or inconsistency between the Conditions and these Services Standards, the Services Standards shall prevail to the extent of the conflict or inconsistency. Sellers are solely responsible for ensuring that their businesses are compliant with all applicable laws and regulation. As such, NOTHS highly recommends that Sellers obtain appropriate legal advice to ensure that the Services Standards are fully complied with.

The defined terms used in the Conditions shall also apply to these Services Standards.

1. Delivery/post and packing

1.1 A range of delivery/post & packing options will be available for the Seller to choose to display on the Seller's Dedicated Marketplace Area. The Seller may choose to offer any appropriate option for the Seller's Products.

1.2 The NOTHS Website will automatically 'cap' delivery charges on any order to override individual Seller limits so that:

(a) the Seller's charges must comply with the charges set out in the relevant area of the CMS and the Seller may charge no more than: (i) £4.75 for delivery/postage & packing for any large/extra large sized standard UK order; and (ii) £2.75 for delivery/postage & packing for any medium sized standard UK order; and

(b) if an order is for a value of £30 or more (including VAT where applicable and any other applicable sales taxes), the Seller may not make any charge for delivery/postage & packing. The NOTHS Website will automatically show this charge as zero at the checkout.

1.3 The Seller may also charge the appropriate additional 'Express Delivery' or 'Guaranteed Delivery' charge but this must be done in accordance with the published charges displayed on the NOTHS Website.

1.4 The Seller may also charge the appropriate additional 'International Delivery' charge but this must be done in accordance with the published charges displayed on the NOTHS Website.

1.5 These delivery, postage and packing terms can be varied in exceptional cases only at the discretion of NOTHS where, for instance, Products are heavy, fragile, bulky or precious or perishable. Permission must be requested through the CMS to arrange this.

1.6 From time to time NOTHS may offer the Customer free delivery on certain Products or orders. The Seller may not alter its delivery prices at this time in any way that may increase the Seller's profitability on any such orders for Products.

2. Payment

2.1 Payment for Products by Customers through the NOTHS Website will be through one of a range of credit and debit cards using NOTHS's current online payment processing system.

3. Customer Relations

3.1. The Seller will:

(a) display the Seller's expected delivery times and postage and packing costs on the appropriate areas of the Seller's Dedicated Marketplace Area;

(b) if the Seller produces personalised or specially-made items, the Seller must clearly display the specific delivery times and that such items are Non-cancellable Products and can't be cancelled by the Customer;

(c) respond to any Customer enquiries or Customer complaints promptly and courteously in the first instance within one working day;

(d) advise NOTHS of any escalated unresolved Customer enquiries; and

(e) conform to all applicable legislation and regulations including, as a minimum, those which relate to distance selling, data protection and e-commerce regulations.

3.2 The Seller shall ensure that any and all correspondence sent to a Customer shall be via the CMS or if that is not possible then any and all correspondence shall include a reference to notonthehighstreet.com. Materials are available to purchase on the CMS to help the Seller fulfil this obligation.

3.3 The Seller shall ensure that any and all correspondence sent to a Customer must not include reference to the Seller's own website, email address or other promotion of services outside of NOTHS. Any such reference would be in direct contravention of the Seller's Contract with NOTHS.

3.4 The Seller may not contact the Customer by email or any other means for any reason other than to discuss the processing and progress of the NOTHS order. The Customer has subscribed and/or registered with notonthehighstreet.com only and a Seller who uses the Customer's email contact details to promote their business outside of the Dedicated Marketplace Area without gaining the Customer's permission may be in breach of UK privacy legislation.

4. Order Processing Information

4.1 Once the Seller has confirmed acceptance of an order through the CMS:

(a) the Seller is:

(i) obliged to fulfil the Customer order which the Seller has accepted;

(ii) to confirm the time and method of dispatch; and

(iii) to dispatch the Customer order for receipt within three to five days of accepting the Customer order unless otherwise agreed with the Customer;

(b) the Seller must notify the Customer promptly through the CMS at each of the following stages:

(i) receipt of order notification;

(ii) dispatch of order with expected delivery date;

(iii) any enquiries relating to the order;

(iv) receipt of an item that has been returned to the Seller; and

(v) processing of an exchange or refund,

(c) the Seller must include with all orders the appropriate NOTHS co-branded dispatch letter, and such additional documentation as may be provided by NOTHS; and

(d) the Seller must not include any other materials with the package or order delivered to the Customer.

5. Returns and Refunds

5.1 The Seller must only process refunds, for legal reasons, through the CMS and NOTHS's current online payment provider in accordance with the instructions as laid out in the Seller's designated CMS. The Seller shall not issue refunds by cheque or other means.

5.2 The Seller shall ensure that returns and refunds relating to orders shall be processed in accordance with the following terms and conditions:

(a) by law, the Customer may not cancel, return or obtain a refund in relation to the following Products (unless such Product is faulty):

(i) personalised items that are specifically made to a Customer's specification (e.g. a custom made print), except where the Customer has chosen items from pre-determined upgrade options or standard off-the-shelf components. NOTHS shall determine in its sole discretion as to whether a Product is or is not a personalised item. For the avoidance of doubt, items with hygiene seals are a Cancellable Product unless they are personalised items;

(ii) perishable items, including food and flowers;

(iii) audio or video recordings or computer software which a Customer has unsealed;

(iv) newspapers, periodicals or magazines; and

(v) items that by their nature cannot be returned (such as where it is physically impossible to return items or where items cannot be restored to the same physical state as they were supplied (e.g. nylon tights)), (each a "Non-cancellable Product").

(b) subject to paragraph 5.2(c) below, the Seller shall provide Customers with a 28 day period from the receipt of a Cancellable Product in which Customers can cancel their order and return the Product to the Seller and obtain a refund;

(c) for a Product purchased from a wedding list by a Customer, the recipient of such Cancellable Product will have a period of 56 days following the date of purchase of the Product to return them to the Seller for a refund or replacement;

(d) purchasers of a Product from a wedding list shall be able to cancel an order for a Cancellable Product within 56 days from the date of purchase and either obtain a refund (the refund will be applied using the purchaser's initial payment method) or contribute the value of such Cancellable Product to the applicable holder of the wedding list for purchases relating to their wedding list. Where a purchaser has chosen to cancel an order for a Cancellable Product NOTHS shall refund the Seller the Single Commission Fee less the Refund Fee;

(e) if the Customer requests a refund for a Cancellable Product then such refund shall be processed by the Seller (or NOTHS, see paragraph 5.3 below) as soon as possible and in any case no later than 30 days from the instruction to cancel the Cancellable Product from the Customer;

(f) if the Customer requires a refund because a Product is faulty, postage and packing costs must be refunded to the Customer along with the full cost of the Product within: (i) 24 hours if the Customer notifies the Seller within 28 days of the Customer receiving the Product; (ii) 30 days if the Customer notifies the Seller between 29 days to 6 months of the Customer receiving the Product;

(g) subject to paragraph 5.2(f) a Customer shall be required to return a Product which it has cancelled or is faulty and in relation to a Cancellable Product the Customer will be responsible for payment of the delivery, postage and packaging charges relating to the return of such Cancellable Product (unless the Cancellable Product has not arrived in which case such costs shall not apply). If the Customer fails to return the Product the Seller (or NOTHS) may charge the Customer for the direct costs of recovery of such Product; and

(h) a Refund Fee will be charged for any item returned and refunded in accordance with this policy. The Refund Fee is not refundable.

5.3 NOTHS may process a refund for a Product on the Seller's behalf to a Customer where:

(a) the Seller asks NOTHS to process such refund to a Customer from funds of the Seller held by NOTHS or upon payment of such refund amounts to NOTHS by the Seller (including the applicable Refund Fee); or

(b) in NOTHS opinion, a Seller has not acted in accordance with the Returns & Refunds Procedures or the Conditions, in which case NOTHS shall be reimbursed from funds of the Seller held by NOTHS or the Seller shall be obliged to reimburse NOTHS for such refund (including the applicable Refund Fee).

6.1 The Seller's prices must be fully inclusive of all taxes and additional charges. The only exception to this is postage and packing, which the Seller will show separately and in accordance with paragraph 1.2 of the Services Standards.

6.2 If the Seller is VAT registered, the Seller should set the VAT rate at the level which is currently in force in the UK with respect to the Seller's Products. As stated in the shopper terms, the shopper accepts that product prices in their selected currency do not vary according to their location; delivery charges will vary depending on the destination. For delivery destinations within the EU prices include VAT or other sales taxes where applicable. For delivery destinations outside the EU, prices do not include VAT or other sales taxes. The Seller is solely responsible to ensure that the Seller fully complies with current VAT regulations and account for VAT correctly.

6.3 The Seller's pricing should be consistent over a reasonable period of time. The Seller may reduce the Seller's prices for speedy or improved sales, but the Seller can't change prices frequently or unnecessarily.

6.4 The Seller must use best endeavours to price the Seller's Products at the same rate or at a better rate as on the Seller's own website and any other retailer to which the Seller is permitted to provide the Products to. Such best price shall also apply in relation to any Product which is offered by the Seller at a discount or sale price through any other channel.

6.5 The Seller may not offer discounted pricing or promotional pricing on Products to Customers which is not available or redeemable via the NOTHS Website.

6.6 NOTHS reserves the right to remove a Product from the NOTHS Website which we believes to be too high in price after reasonable endeavours have been made to agree a competitive market price with the Seller.

7. Stock Availability

7.1 The Seller shall accurately display stock availability for all Products and shall update such stock availability regularly using the 'out of stock' and 'is available' options on the CMS.

7.2 Where stock is due to the Seller within four weeks, the Seller must state the expected availability time on its Dedicated Marketplace Area.

7.3 Once the final piece of stock has been sold of any Product and will no longer be available, the Seller must mark that item as discontinued on its Dedicated Marketplace Area.

7.4 If a Product is out of stock the Seller must specify this on a Product page so that orders cannot be taken for it. If a Customer places an order for an item which is in fact out of stock, and consequently requires a refund, then the Seller may be charged the Single Commission Fee on that order.

7.5 The Seller shall remove Product listings that are awaiting stock for prolonged periods (of four weeks or more) from the Seller's Dedicated Marketplace Area until they become available.

8. Promotion of the Seller's own Website

8.1 The Seller may not include a link to its (or any third party's) website on the Dedicated Marketplace Area or NOTHS Website.

8.2 The Seller may not include its email address anywhere on the NOTHS Website, unless requested in writing

8.3 The Seller may not bid on notonthehighstreet.com's name, or variations of NOTHS brand or brand name, on Google or any other search engines.

8.4 The Seller may not send promotional emails or catalogues or other promotional material to Customers introduced to the Seller by NOTHS, other than those which are branded solely as from notonthehighstreet.com or to discuss an order placed on the NOTHS Website.

9. Product Listing

9.1 All Products can be found by the Customer through a system of 'tags'. The following are necessary for the ease and reliability of the Customer's experience and service on the NOTHS Website:

(a) the Seller may associate its Product with the correct number of appropriate tags in order to appear within a single 'Product line' on the NOTHS Website. The Product line tag the Seller chooses for its Product must be the most appropriate for such Product;

(b) the Seller may not appear in more than one Product line, unless the Seller has requested and been granted permission by NOTHS;

(c) the Seller may not feature more than 30 Products at any one time, unless prior written permission is obtained from NOTHS;

(d) categories which are incorrectly associated with the Seller's Products will be removed by NOTHS without notice;

(e) the Seller shall ensure that a single item only may appear in each Product listing. Multiple different Products within a single Product listing are not permitted;

(f) the Seller shall ensure that a single item may appear only once on the Dedicated Marketplace andthat identical items of a different title, colour or size will not be listed as separate Products

(g) the Seller shall ensure that each of the Seller's Product listings contains all the information required by a Customer to make a purchase and such information must be accurate. 'Dummy' box filling to circumnavigate required fields is not permitted;

(h) the Seller shall not make use of keyword spamming or similar techniques in Product listings ("keyword spamming" is when inappropriate keywords are used or placed in a title or description to gain attention or divert users to another page); and

(i) the Seller shall not manipulate, misuse or incorrectly apply category labelling in relation to its Products.