For all bespoke orders, we will issue a link/ invoice to complete your payment. All invoices will need to be paid in full to confirm production. We are not liable for missing your deadlines if this payment isn't made on time.

When hiring TLG for events, we require a 50% deposit to secure the booking. The remaining balance will be taken 7 days before the event takes place.

Failure to make payment on time will release the booking date.

These terms may have changed since you last accessed or used the services. By purchasing bespoke items or using any part of the services, you agree to these terms and conditions.

The Lost Girls Embroidery Terms and Conditions

These terms apply to any order confirmed with payment, or in writing if you have an account with us.

Please read these terms before filing a complaint via the form available here.

1. Placing Your Order

1.1 Order Confirmation: After you place an order and make payment, we'll send an invoice. You have 24 hours to verify all details. We will embroider based on this invoice, and we are not responsible for discrepancies found after confirmation.

1.2 Corrections: Report any errors on the invoice in writing. We will resend a corrected document. Work already started, like digitization or ordered garments, cannot be refunded.

1.3 Returns: Returning incorrect garments may incur a restocking fee.

1.4 Quantity Tolerance: The final number of embroidered garments may vary by +/- 5%. If you need an exact amount, consider this tolerance when ordering.

1.5 Supplying Garments: If you provide your own garments, inform us of any special technical requirements (e.g., fabric content, measurements) before confirming the order. We are not responsible for issues during production and recommend sending an extra 5% for testing.

1.6 Washing: We recommend washing all garments before wearing them.

2. Artwork

2.1 Quality: Provide artwork at high resolution (at least 300dpi), actual print size, and in CMYK mode. Acceptable formats are PSD, PDF, Vector, and JPEG.

2.2 Color Matching: If you need an exact thread color, provide a Pantone reference. Otherwise, we will use the closest match.

2.3 Permissions: Ensure you have the rights to use the artwork you provide. We are not responsible for copyright infringements.

2.4 Guidance: We can advise on the best size and position for your embroidery, but it’s your responsibility to communicate specific requirements and have them confirmed in writing.

3. Payment

3.1 Full Payment: Full payment is required before we start your order unless otherwise agreed in writing.

3.2 Credit Accounts: If a working relationship is established, a credit account can be set up at our discretion. Payments on account are due 30 days from the invoice date.

3.3 Credit Usage: Any credit applied to your account must be used within 12 months. Unused credits may be voided.

4. Delays

4.1 Turnaround: Our normal turnaround is 10 working days, but this may fluctuate. We will inform you of the current turnaround time when you order.

4.2 Deadlines: If you have a deadline, discuss it with us when ordering. We are not responsible for missed deadlines unless previously agreed upon.

4.3 Complex Orders: Special services like customizations or post-embroidery services may extend lead times.

4.4 Stock Levels: We order garments per individual order and are not responsible for supplier stock levels. We will notify you of any out-of-stock items to arrange replacements.

4.5 Rush Orders: Orders needed sooner than our usual turnaround may incur a rush fee.

4.6 Courier Delays: We use third-party couriers and are not responsible for losses or delays they cause, but we will assist in resolving issues.

5. Returns and Cancellations

5.1 Faulty Orders: If there’s a fault with your order, return the goods within 14 days for a refund or replacement. After 14 days, the goods are considered accepted.

5.2 Return Costs: You must arrange and pay for returns, but we may reimburse you if the fault is ours.

5.3 Refunds and Replacements: We may refund or replace faulty orders at our discretion.

5.4 Care of Goods: Returned goods must be unworn, unaltered, and undamaged. We may refuse returns that don’t comply.

5.5 Order Cancellation: You can cancel your order at any time, but an admin fee will apply. Work already started is chargeable.

5.6 No Refunds After Start: Once we begin embroidering, we cannot refund your order.

5.7 Production Changes: If we need to change the production method, we’ll inform you immediately. You can then choose to cancel or proceed with the changes.

6. Social Media

6.1 Promotion: We reserve the right to promote the brands we work with on social media and our website. Inform us if you prefer not to be featured or have specific release dates.

7. Delivery

7.1 Insurance: Our couriers provide £100 insurance per consignment. Let us know if you need additional cover, and we’ll arrange a quote.

8. Referral Free Delivery Offer

8.1 Standard UK Deliveries: Free shipping applies only to standard UK deliveries.

8.2 No Other Offers: This offer cannot be combined with other offers.

8.3 Validity: The offer is valid for 6 months from the email date.

8.4 Non-Transferable: Referral rewards are non-transferable, non-negotiable, and have no cash value.

8.5 Changes: We may amend these terms and conditions anytime. Revised terms become effective immediately upon publishing.

8.6 Program Changes: We reserve the right to amend, suspend, or cancel the referral program at any time.

9. Other Discount and Coupon Codes

9.1 Coupon Value: Coupons are redeemable for the specified value under the following terms.

9.2 Eligibility: Coupons are for customers signed up for our newsletter.

9.3 Time Limits: Coupons are valid for 28 days from the issue date unless otherwise stated.

9.4 Spending Limits: Maximum invoice total for coupon use is £1000 unless stated otherwise.

9.5 Exclusions: Discounts apply only to embroidery services and not other services or sale items.

9.6 Non-Transferable: Coupons cannot be transferred or redeemed for cash, credit, or past purchases.

9.7 Upfront Payment: Coupons are valid only on orders with upfront payment.

9.8 No Stacking: Coupons cannot be combined with other offers.

9.9 Single Use: Coupons can be redeemed only once per customer.

9.10 Gift Cards: Coupons cannot be applied to gift card purchases.

9.11 Additional Charges: Coupons do not apply to shipping, taxes, or handling charges.

9.12 Returns: Returns of items purchased with a coupon will be refunded at the discounted price.

9.13 Fraud Prevention: Fraudulent use of coupons will result in legal action.

9.14 Modifications: We reserve the right to modify or cancel coupons anytime without notice.

9.15 Dispute Resolution: Legal actions arising from coupons will be handled in UK courts.

9.16 Service Definition: Print orders refer to embroidery services, not other services like live printing.

SECTION 2

1. Processing Your Personal Data

1.1. Both You and Us will comply with the General Data Protection Legislation and agree that You are the Controller and We are the Processor. The only Processing, We are authorised to do is set out in these Terms and Conditions unless the law requires otherwise, in which case We will promptly notify You of any additional Processing if permitted by law.
1.2. We must have in place Protective Measures, details of which shall be provided to You on request, to guard against a Data Loss Event, which take into account the nature of the data, the harm that might result, the state of technology and the cost of implementing the measures.
1.3. We will ensure that Our personnel only process Personal Data in accordance with the Services and shall take all reasonable steps to ensure the reliability and integrity of Our personnel with access to Personal Data, including by ensuring they:
1.3.1. are aware of and comply with the supplier’s obligations under this paragraph;
1.3.2. are subject to appropriate confidentiality undertakings with the supplier; and
1.3.3. are informed of the confidential nature of the personal data and don’t publish, disclose or divulge it to any third party unless directed by the client or in accordance with the Services.
1.4. We will not knowingly transfer Personal Data outside of the European Union unless Your prior written consent has been obtained, which shall be dependent on such a transfer satisfying relevant Data Protection Legislation requirements.
1.5. We will delete or return Personal Data (including copies) if requested in writing by You at the end of the provision of the Services, unless required to retain the Personal Data by law.
1.6. We will notify You without undue delay if it receives any communication from a third party relating to the any obligations under the Data Protection Legislation, or it becomes aware of a Data Loss Event, and will provide You with full and ongoing assistance in relation to its obligations under the Data Protection Legislation, and insofar as this is possible, in accordance with any timescales reasonably required by You.
1.7. We will maintain complete and accurate records and information to demonstrate its compliance with this paragraph.
1.8. Before allowing any Sub-processor to Process any Personal Data related to these Terms and Conditions, We will:
1.8.1. notify You in writing of the proposed Sub-processor(s) and obtain Your written consent;
1.8.2. ensure that it has entered into a written agreement with the Sub-processor(s) which gives effect to obligations set out in this paragraph such that they apply to the Sub-processor(s); and
1.8.3. inform You of any additions to, or replacements of the notified Sub-processors and You shall either provide written consent or object.

For the purposes of this paragraph, the following defined terms shall apply:

Data Loss Event: a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, Personal Data transmitted, stored or otherwise processed.

Data Protection Legislation: means the General Data Protection Regulation and any applicable national implementing Laws as amended from time to time; the UK Data Protection Act 2018 to the extent that it relates to processing of personal data and privacy all applicable Law about the processing of personal data and privacy, including if applicable legally binding guidance and codes of practice issued by the Information Commissioner.

Data Subject: has the meaning set out in the Data Protection Legislation.

Personal Data: has the meaning set out in the Data Protection Legislation.

Personal Data Breach: has the meaning set out in the Data Protection Legislation.

Process and Processing: has the meaning set out in the Data Protection Legislation.

Processor: has the meaning set out in the Data Protection Legislation.

Protective Measures: means appropriate technical and organisational measures which may include: pseudonymising and encrypting Personal Data, ensuring confidentiality, integrity, availability and resilience of systems and Services, ensuring that availability of and access to Personal Data can be restored in a timely manner after an incident, and regularly assessing and evaluating the effectiveness of such measures adopted by it.

Subprocessor: means any third party appointed to Process Personal Data on behalf We Are The Lost Girls Ltd under this Agreement.

2. Indemnification for Breach

2.1. By using the Products and Services, You agree to indemnify, hold harmless and defend We Are The Lost Girls Ltd and its officers, directors, agents and affiliates from any claims, damages, losses, liabilities, and all costs and expenses including but not limited to legal fees, resulting directly or indirectly from a claim by a third party that is based on Your use of the Services in violation of these Terms.

3. Communications

3.1. By using the Services, You consent to receive communications from Us where such communications may be for the purpose of notifying You of the status of Your order, sending you reminders, and providing You with other information relevant to the Services you have purchased; and
3.2. You consent to receiving periodic marketing and sales information describing our Services as they may change over time.
3.3. We will not pass on any information you provide to us, to any third party, unless required to do so by law or, in order to provide the Services.
3.4. We acknowledge Your right to opt out of receiving communications by following the unsubscribe procedures set out in our Privacy Policy or by contacting us directly at info@wearethelostgirls.co.uk

4. Intellectual Property

4.1. The Services, including the We Are The Lost Girls Ltd and all intellectual property rights in and to the Products and Services and any changes, modifications or corrections, are the property of We Are The Lost Girls Ltd and its affiliates and licensors, and are protected from unauthorised copying and dissemination. We Are The Lost Girls Ltd and its affiliates and licensors reserve all rights in and the Services not granted expressly in these Terms.
4.2. Where You are found to have breached the provisions of this paragraph, You hereby agree to indemnify We Are The Lost Girls Ltd, without limitation and upon demand, for all resulting costs, loss and related legal costs, including costs of enforcement against You, including consequential loss.

5. Disclaimer of Warranties, Limitation of Liability

5.1. The limited warranties set out in Part A paragraph 7 for hire apply only to You and may not be assigned, sold or transferred to any third party. No other warranties are granted by We Are The Lost Girls Ltd in connection with the Services or Products. The limited warranties shall not apply to any matters arising from Your violation of these Terms.
5.2. Your sole and exclusive remedy We Are The Lost Girls Ltd’ sole and exclusive liability for a breach by We Are The Lost Girls Ltd of the limited warranties set out in Part A paragraph 10 shall be, at We Are The Lost Girls Ltd’ option, We Are The Lost Girls Ltd’s use of its commercially reasonable efforts to replace the non-conforming Product in a timely manner or a refund of Your Hire Fee, as applicable.

6. Disclaimer of Warranties

6.1. Except for the limited warranties set out in Part A paragraph 7 the Services and Products are provided “as is” without any express or implied warranties, including without limitation the warranties of merchantability, quality or fitness for a particular use. Specifically, but without limitation, We Are The Lost Girls Ltd does not warrant that: (i) the Services, including the We Are The Lost Girls Ltd content, are correct, accurate, reliable or complete; (ii) the Services will be uninterrupted or error-free; (iii) defects will be corrected, (iv) the Services or the server(s) that makes the Services available are free of viruses or other harmful components, or (v) the Products will be fit for your intended purpose or otherwise accord with your expectations.

7. Limitation of Liability

7.1. Nothing in these Terms limits any liability which cannot legally be limited, including but not limited to liability for:
7.1.1. death or personal injury caused by Our negligence, or the negligence of Our personnel, agents or subcontractors; and
7.1.2. fraud or fraudulent misrepresentation.
7.2. Save for any matters referred to above, under no circumstances shall We Are The Lost Girls Ltd be liable for any damages of any kind, including without limitation direct, indirect, incidental, special, consequential, exemplary, multiple or other damages arising out of or in connection with the use of, or the inability to use, the Services and/or the Products, even if We have been advised of the possibility of such damages. Your sole and exclusive remedy hereunder shall be to discontinue your use of the services and terminate these terms.

8. Entire Agreement

8.1. These Terms are the entire agreement between You and We Are The Lost Girls Ltd relating to the subject matter herein and shall not be modified except by We Are The Lost Girls Ltd in accordance with these Terms, or as otherwise agreed in writing by You and We Are The Lost Girls Ltd. No employee, agent or other representative of We Are The Lost Girls Ltd has authority to bind We Are The Lost Girls Ltd with respect to any statement, representation, warranty, or other expression not specifically set forth in these Terms.

9. Severability and Waiver

9.1. If any part of these Terms is unlawful, void, or unenforceable, that part will be deemed severable and will not affect the validity and enforceability of the remaining provisions.
9.2. The failure of a party to require performance of any provision will not affect such party’s right to require performance at any time thereafter, not shall a waiver of any breach or default of these Terms or any provision of these Terms constitute a waiver of any subsequent breach or default or a waiver of the provision itself.

10. Assignment

10.1. You may not assign or transfer these Terms or any of Your rights or obligations under these Terms. We Are The Lost Girls Ltd may assign these Terms at any time without notice to You.

11. Force Majeure

11.1. We Are The Lost Girls Ltd will not be liable for or be considered to be in breach of these Terms on account of any delay or failure to perform as required by these Terms as a result of any cause or condition beyond We Are The Lost Girls Ltd’s reasonable control.

12. Governing Law and Exclusivity

12.1. This agreement is governed by the laws of England. Any dispute may be submitted to the non-exclusive jurisdiction of the English courts. If any provision of this Agreement is or becomes invalid or unenforceable the remaining provisions shall not be affected.