Bookshop Terms and Conditions

Terms and Conditions for the purchase of goods from the National Theatre Shop



Definitions

"Bookshop"

means the bookshop business run by RNTEL and situated within the National Theatre's premises at Upper Ground, London SE1 9PX.


"Consumer"

means an individual acting for purposes that are wholly or mainly outside the individual’s trade, business, craft or profession.


"Contract"

means any contract for the purchase of Items made between you and RNTEL.


"Distance Contract"

means any contract for the purchase of Items made between you and RNTEL using a form of distance communication, including:

over the Online Shop;
by phone;
by email.


"Item"

means any product offered for sale: on the Online Shop; as part of the ticket booking process (excluding tickets) or in the Bookshop.


"National Theatre"

means The Royal National Theatre whose registered and principal trading address is Upper Ground, London SE1 9PX. Registered in England company number 749504. Registered charity number 224223. VAT registration number GB 548 1804 33.


"Online Shop"

means the online shop website found at http://shop.nationaltheatre.org.uk. The Online Shop is a business run by RNTEL.


"RNTEL"

means Royal National Theatre Enterprises Limited whose registered and principal trading address is Upper Ground, London SE1 9PX. Registered in England company number 1247285 and VAT registration number GB 548 1804 33. RNTEL is a trading subsidiary of The Royal National Theatre.

1. General


1.1. These terms and conditions relate to the purchase of Items. Please read these terms and conditions carefully before purchasing any Items as, by doing so, you accept that these terms and conditions will govern all Contracts.
1.2. Any offer made by you for the purchase of Items shall remain valid for 3 working days.
1.3. These terms and conditions only apply to the purchase of Items in the Bookshop or in the Online Shop. They do not apply to ticket bookings or any other goods or services available on the National Theatre website to which separate terms and conditions apply.
1.4. We are under a legal duty to comply with the Consumer Rights Act 2015. We particularly draw your attention to the obligation to provide goods that are of satisfactory quality and comply with the description provided.

2. Placing Orders Using the online shop


2.1. To make an order using the Online Shop, simply place the Items you would like to purchase in your online shopping basket and follow the instructions on how to complete our secure online order form before proceeding to payment. You can correct any mistakes you make when filling out the online order form at any point before submitting it.
2.2. Once you have placed your order, we will send you an email acknowledging your order and confirming whether or not we have accepted it. A Contract will be formed once you have received this confirmation of acceptance.
2.3. The only language offered for the conclusion of a Contract online is English.
2.4. Details of all Contracts concluded online (including the method of payment but not the card details) will be kept on file by us and can be provided to you upon request.

2.5. You can view details of your order by logging into your account

http://shop.nationaltheatre.org.uk/shopcustadminlogin.asp

3. Payment and Pricing for orders placed using the online shop


3.1. The price (including all taxes where relevant) of all Items are detailed on the Online Shop.
3.2. All prices stated are inclusive of tax, but exclusive of delivery costs which will be displayed as a separate item at the checkout section of the online booking form.
3.3. Prices on the Online Shop may change without notice and may also vary from those listed in the Bookshop.
3.4. You will be charged the price for the Item that was displayed on the Online Shop at the time you placed your order, even if the price for that Item has subsequently increased or decreased (subject to 3.8 below).
3.5. All orders, including international orders, will be charged in pounds sterling (£).
3.6. Payment will be taken when we despatch your order, or when we pack your order if you have opted to collect your Items (see clause 7 below). Payment will be taken using RealEx.
3.7. We only accept payment by:

    - Credit card: Visa, Delta, MasterCard and American Express;
    - Debit card: Visa, Delta, MasterCard, American Express and UK based Maestro and Solo cards;
    - Pre-paid payment card: Visa, MasterCard and American Express; and
    - PayPal.

4. Payment and Pricing for orders placed by phone or email


4.1. Information regarding the price (including all taxes where relevant) and payment for Items available for purchase by phone or email will be provided to you prior to placing your order. If this information is not given to you in writing before the Contract is concluded, it will be confirmed in writing as soon as possible once the Contract has been concluded.
4.2. All prices stated are inclusive of tax, but exclusive of delivery costs.
4.3. You will be charged the price for the Item that was provided at the time you placed your order, even if the price for that Item has subsequently increased or decreased.
4.4. All orders, including international orders, will be charged in pounds sterling (£).
4.5. For orders placed over the phone or by email, we accept payment by:

    - Credit card: Visa, Delta, MasterCard and American Express; and
    - Debit card: Visa, Delta, MasterCard, American Express and UK based Maestro and Solo cards.

4.6. Payment will be taken when we despatch your order, or when we pack your order if you have opted to collect your Items (see clause 7 below).

5. UK Delivery


5.1. For orders placed over the Online Shop, the delivery costs and delivery methods for your order will be displayed once you have placed the Items you wish to order in your shopping basket and have reached the checkout page. You are not obliged to go ahead with your order at this stage.
5.2. For orders placed by phone or email, the delivery costs and delivery methods available for your order will be provided to you prior to placing your order. If this information is not given to you in writing before the Contract is concluded it will be confirmed in writing as soon as possible once the Contract has been concluded.
5.3. We will aim to despatch your order within 2 working days of confirming acceptance of your order using Royal Mail Standard Delivery (3-5 days). Please note that we do not send out orders after 4.30pm.
5.4. We will despatch your Items to the shipping address you provided when you placed your order.
5.5. The actual delivery time will depend on whether the Items you have ordered are in stock. If you have ordered more than one Item and some of your Items are out of stock, we will despatch the Items in stock rather than wait until all your Items can be grouped together to form one delivery.
5.6. We will let you know if your delivery is going to be delayed.
5.7. If we are unable to deliver your Items within 30 days (beginning with the day after the day you placed your order) we will inform you of this and issue you with a full refund. This clause 5.7 shall only apply to Contracts made between RNTEL and a Consumer.

6. International Delivery


6.1. For purchases made using the Online Shop, the delivery costs and delivery methods for your order will be displayed once you have placed the Items you wish to order in your shopping basket and have reached the checkout page. You are not obliged to go ahead with your order at this stage.
6.2. For purchases made by phone or email the delivery costs and delivery methods available for your order will be provided to you prior to placing your order. If this information is not given to you in writing before the Contract is concluded, it will be confirmed in writing as soon as possible once the Contract has been concluded.
6.3. We will aim to despatch your order within 2 working days of confirming acceptance of your order using Royal Mail. Please note that we do not send out orders after 4.30pm. Estimate international delivery times are as follows:
    - Europe (Standard Delivery): 5-7 working days.
    - Rest of the world (Standard Delivery): 7-9 working days.
6.4. We will despatch your Items to the shipping address you provided when you placed your order.
6.5. The actual delivery time will depend on whether the Items you have ordered are in stock. If you have ordered more than one Item, we will always wait until all your Items are in stock so that they may be grouped together to form one delivery.
6.6. We will let you know if your delivery is going to be delayed.
6.7. If we are unable to deliver your Items within 30 days (beginning with the day after the day you placed your order) we will inform you of this and issue you with a full refund. This clause 6.7 shall only apply to contracts made between RNTEL and a Consumer.

6.8. Items for delivery outside of the UK may be subject to import duties and taxes. We have no control over and cannot predict the amount of these charges. It is the person who receives the order who will be responsible for bearing the cost of any such charges. Please make sure if you have arranged for your Items to be delivered to someone else that they are aware of this.

7. Cancellation policy for distance contracts (Consumers)


7.1. We do not currently offer the option to collect orders in the Bookshop.

8. Cancellation policy for distance contracts (Consumers)


8.1. This clause 8 shall only apply to Distance Contracts between RNTEL and a Consumer.
8.2. You can cancel any Distance Contract provided you inform us in writing by using the Returns Form provided with your Items or by email (bookshop@nationaltheatre.org.uk) within fourteen (14) days beginning on the day you receive your Items.
8.3. In all cases, we will not issue you a refund until we receive your unwanted Items and a completed Returns Form. Refunds will be issued in accordance with our refund policy in clause 9.

Returning items by post

8.5. You must send your unwanted Items to:

    FREEPOST
    National Theatre Bookshop
    South Bank
    London
    SE1 7BR

8.6. For international returns, you will be responsible for any costs incurred in returning your Items to us. However, where you are returning an Item because it is incorrect or faulty we will refund any delivery costs you have incurred in returning your Items to us. Please ensure that you obtain a certificate of postage showing the cost to you of returning the incorrect or faulty Items.

Returning items in person

8.7. You can return your Items in person at the Bookshop. Along with the Items you wish to return, please bring a copy of your order confirmation email and a form of ID (for example, a driving licence or credit/debit card) with you as proof of purchase.
8.8. You can authorise someone else to return your order on your behalf provided that you inform us in writing. This person will need to bring a copy of the order confirmation email and a form of ID (for example, a driving licence or credit/debit card).
8.9. Please note that Distance Contracts for the following Items cannot be cancelled under clause 8.2 and these Items will not be refunded or exchanged unless they are faulty or incorrect:
    8.9.1. Audio or video recordings (including, but not limited to, DVDs and CDs) if they have been unsealed;
    8.9.2. Goods that have been tailored to meet your particular specifications and/or are clearly personalised;     and
    8.9.3. Newspapers, periodicals and magazines.
8.10. An incorrect Item is where RNTEL have sent you an Item different from the Item ordered, not where you have ordered an Item by mistake.

9. Refund policy for distance contracts (Consumers)


9.1. This clause 9 shall only apply to Distance Contracts between RNTEL and a Consumer.
9.2. We will issue you with a full refund (including the cost of standard delivery) for any unwanted Items provided that you have cancelled the Distance Contract in accordance with clause 8 (above) and we have received your unwanted Items.
9.3. You must return the unwanted Items to us using the address in clause 9.5 within 14 days of receipt of the Items.
9.4. We will process your refund as soon as possible and, in any case, within 14 days of the date on which we received your unwanted Items.
9.5. You are under a legal obligation to take reasonable care of the Items while they are in your possession. When returning your unwanted Items, you have a duty to take reasonable care to see that the Items are received by us and are not damaged in transit. If the value of your Items has diminished as a result of your handling of them beyond what is necessary to establish the nature, characteristics and functioning of the goods then we are entitled to decrease the amount of your refund to reflect this up to the value of the Item.

10. Cancellation and refund policy for purchases made in person in the bookshop (Consumers)


10.1. This clause 10 shall only apply to Contracts between RNTEL and a Consumer.
10.2. You may cancel any Contract made in person in the Bookshop within 7 days of the date of purchase. Please bring the Items you wish to return to the Bookshop within this period, and if the Items are (in our opinion) in a satisfactory condition we will be happy to refund you the price of the Items.

11. Cancellation and refund policy (Businesses)


11.1. Subject to clause 11.2, you may not cancel any Contract made in the course of your business and RNTEL will not refund anyItems after purchase.
11.2. RNTEL will refund (or exchange in accordance with clause 12 below) any faulty or incorrect Items. An incorrect Item is where RNTEL have sent you an Item different from the Item ordered, not where you have ordered an Item by mistake. You must inform us of your intention to cancel the Contract under this clause 11.2 within five (5) working days of receipt of your Items. We will provide you with an address to which your Items should be returned.
11.3. Any refund issued under clause 11.2 shall be limited to the price of the Items purchased (excluding any delivery costs).

12. Exchange Policy


12.1. We will only exchange Items which are incorrect or faulty. Incorrect Items may only be exchanged for the correct Item as stipulated in your order. Faulty Items may only be exchanged for another of the same product.
12.2. If we are unable to source replacement products we will inform you and issue you with a full refund.
12.3. Depending on stock availability we may be able to exchange faulty/incorrect Items in person at the Bookshop. Along with the Items you wish to exchange, simply bring along a copy of your order confirmation email and a form of ID (for example, a driving licence or credit/debit card) with you as proof of purchase. You can authorise someone else to exchange your Items on your behalf provided that you inform us in writing. This person will need to bring a copy of the order confirmation email and a form of ID (for example, a driving licence or credit/debit card). If the exchange goods are out of stock at the time of your visit, we will deliver them to the address provided in your original order as soon as they become available..

13. Limitation of Liability


13.1. Subject to clause 13.3 below, RNTEL will only be liable to you for direct losses arising as a result of:
    13.1.1. A breach of these terms and conditions by RNTEL; or
    13.1.2. Any fraudulent statement or negligent act by RNTEL arising under or in connection with any Contract.
13.2. RNTEL's total liability under clause 13.1 above shall be limited to the total face value of the Items purchased.
13.3. Nothing in this clause 13 excludes or limits the liability of RNTEL for death or personal injury.
13.4. RNTEL will not be liable in any way if it is prevented from performing its obligations under or arising from any Contract due to any factors which are beyond RNTEL's reasonable control. Without limiting the foregoing, the following shall be regarded as causes beyond the RNTEL's reasonable control:
    13.4.1.Acts of god, which include earthquakes, cyclones, storms, flooding, fire, disease, fog, snow or frost;
    13.4.2.Force majeure which includes war, accidents, acts of public enemies, strikes, embargoes, perils of     the air, local disputes and civil commotions; and
    13.4.3.Power failure and failure of sound or lighting equipment.

14. Data Protection


RNTEL may collect, use, store and disclose your personal details in accordance with our privacy policy which can be accessed from the National Theatre website homepage.

15. Law and Jurisdiction


All Contracts shall be governed by English law and the parties agree to submit to the exclusive jurisdiction of the English courts.

16. Severance


If any part of these terms and conditions is held to be unenforceable this will not affect the enforceability of the remaining provisions.

17. Third Parties


Nothing contained in these terms and conditions and any Contract is intended to be enforceable pursuant to the Contracts (Rights of Third Parties) Act 1999 by any third party.

18. Entire Agreement


All the terms of any Contract are contained or are referred to within these terms and conditions.

19. Contact Us


If you need to get in contact with us, or if you wish to complain about your experience purchasing Items you can contact us using any of the following methods:
    - Email: bookshop@nationaltheatre.org.uk
    - Telephone: (+44) 207 452 3456
    - Letter: National Theatre Bookshop, South Bank, London SE1 9PX

Privacy Policy

1. Privacy Commitment

The shop.nationaltheatre.org.uk website is owned and operated by The National Theatre. We are committed to safeguarding your privacy online and to this end have developed the following Privacy Policy to deal with issues which may concern you. Please read the Privacy Policy to understand how your personal information will be treated. This policy may change from time to time so please check it periodically. It was last updated on 22 October 2012.

2. Personal Information

2.1 The details which you provide about yourself and any information which identifies you such as your name, address, email address, telephone number, country of residence and credit and debit card details ("Personal Information") will only be retained by us if you provide this information when using one of the services available on our website, such as subscribing to one of our email lists or when purchasing merchandise. Personal Information will be held on our system and used for operational purposes such as the processing of orders in connection with our on-line merchandise ordering services and for mailing list subscriptions.
In order to process a transaction, your Personal Information and card details may be passed to third party service providers. Card details will only be used for the purpose of handling an individual transaction unless you select the option to save your card details for future purchases. If you select this option, your card details are saved in a fully PCI compliant card storage solution managed by our online payment gateway provider and are not stored by the National Theatre.
The Personal Information you supply when you join one of our e-mail lists will be used by the National Theatre to keep you up-to-date with events and activities organised by the National Theatre.

Each e-mail we send you offers you the opportunity to amend your preferences, or you can ask us to do this, by e-mailing bookshop@nationaltheatre.org.uk.

2.2 If you would like to revise the information provided to us at any time, or feel what we currently have on record is incorrect, you may update the information by e-mailing bookshop@nationaltheatre.org.uk.

2.3 We may from time to time ask you for further information in order to update our records or for particular purposes. We will always tell you how we will use any further information received from you. From time to time we will need to send you our website and service announcement updates.

2.4 You have the right to obtain from us an electronic or paper copy of all Personal Information concerning yourself by e-mailing bookshop@nationaltheatre.org.uk or writing to Tony Peers at The Royal National Theatre, Upper Ground, London SE1 9PX. If you decide not to use our services any further and notify us either in writing or by email as mentioned above, we shall destroy any retained Personal Information.

2.5 Please note that there is also a facility to subscribe to email updates from the National Theatre on the main National Theatre website at http://www.nationaltheatre.org.uk

3. Log files

3.1 Every time someone visits our web site a log file is generated on our computer.
3.2 The log file records the time and date of your visit, the files that were requested, your IP (Internet Protocol) address, the referrer URL (if provided) and the browser version. We collect this information to help us diagnose problems and administer our systems and to audit the geographical make-up of users and how they have arrived at our site; that is, from what other sites have visitors arrived - this information being obtained from the referrer URL.
3.3 We do not normally link IP addresses to anything personally identifiable, which means that you remain anonymous even though we include your IP address in our aggregate information. However, we can and will attempt to use IP addresses to identify a user when we feel it is necessary to enforce compliance with our terms and conditions, or to protect our services and other users.

4. Cookie Policy

What is a cookie?
A cookie is a simple text file that is stored on your computer or mobile device by a website's server and only that server will be able to retrieve or read the contents of that cookie. It allows a website to remember things like your preferences or what's in your shopping basket.
We do not use cookies to collect personal information about you, track you once you leave our site or anything else you wouldn't expect.

Our Cookies:

We only use a few cookies on our site and they are as follows:
ASPSESSIONID:
This is a session cookie, which means it only stays on your machine while you are with us. It basically lets us remember who you are when you are browsing our site. So for example when you add something to your basket and then go to look for another item it lets us remember that it's you on the new page and we can show you the item you added to the basket. Another example is when you click to buy something and it takes you to the payment screen. Without this cookie we would only know you wanted to pay for something but we wouldn't know what it was because we wouldn't know who you are and couldn't link your basket of items to this visitor asking to pay for something.
jsCookiesAccepted:
This is a simple cookie which is added when you accept the cookie alert on our site. It is simply there to tell us you have read and accepted the "we use cookies" info and not to display it again. It will stay on your PC for up to a year between visits so you shouldn't ever need to be bugged by the message again as long as you visit our site once every year. It contains no information.
AWSELB:
This cookie is used to ensure that the website loads efficiently by distributing visits across multiple web servers. It does not contain personal information, and is deleted as soon as you close your web browser. incap_ses_{Proxy-ID}_{Site-ID}: for example incap_ses_21_19962 and visid_incap_{Site-ID}: for example visid_incap_19962 These cookies improve performance and security on the website. They do not contain personal information and are deleted as soon as you close your web browser.

Google Analytics:

To help ensure our site is as efficient as easy to use as it can be we make use of the Google Analytics service to understand how you navigate around our site. If you would like further information on how Google Analytics uses cookiesvisit:
https://developers.google.com/analytics/resources/concepts/gaConceptsCookies

To opt out of Google analytics visit:
https://tools.google.com/dlpage/gaoptout

Third Party Cookies:

Throughout our site we have added the ability for you to like, +1 and tweet about our products and these links are provided by third parties like Google, Facebook, Twitter etc These third parties add their own cookies with the links for various reasons and if you would like further information on these please visit the following links: Google+:  
http://www.google.com/intl/en/policies/privacy/
Twitter:  
https://twitter.com/privacy
Facebook:  
https://www.facebook.com/about/privacy/cookies

Disabling Cookies:

If you want to disable all cookies (you won't be able to use most sites including ours) then visit this link: http://www.aboutcookies.org

5. Use and disclosure of Personal Information

5.1 If you contact us we reserve the right to keep a record of that correspondence and incorporate the information it contains into our database.
5.2 If we are required by law or requested by the police or a regulatory or government authority investigating potentially illegal activities to provide information concerning your activities whilst using the network we shall do so. We may also disclose Personal Information to appropriate third parties to assist in anti-fraud checks and investigations.

6. How we protect information

6.1 We take every precaution to protect your information. To this end all Personal Information stored by us is kept on a server in a secure environment. Only employees and approved contractors/developers we may appoint from time to time and who need the information to perform a specific job are granted access to personally identifiable information.
6.2 Regular security reviews are held by us to ensure that the site remains safe and secure for your protection.

7. Surveys and Promotions

From time to time we conduct surveys and promotions and may request information from you as part of these. Participation in these is entirely voluntary and you therefore have a choice whether or not to disclose any information which might be required. We may also ask you whether you would like to receive promotional emails and mailings from us about our other products or services. Again, you are under no obligation to accept such information.

8. Users Under 18

If you are under 18, please ensure that you obtain your parent/guardian's consent beforehand whenever you provide Personal Information to the website. Users without such consent are not allowed to provide us with Personal Information.

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