Trade terms
Last updated: 25 September 2026
1. THESE TERMS
1.1 What these terms cover. These terms apply whenever we supply products to a trade customer: a business buying from us in connection with its trade, business or profession, whether to resell them, to use them in its own premises, or to give them as gifts. They do not apply to consumers, whose purchases are governed by our Terms of service. They also do not apply to anyone acting as our agent, whose appointment needs a separate written agreement.
1.2 Types of trade customer. We work with several kinds of trade customer, including:
1.2.1 retailers, who resell the products to consumers;
1.2.2 distributors, who resell the products to other businesses, and may import and hold stock;
1.2.3 amenity partners, such as hotels, spas, clubs and venues, who use the products in their own premises and do not resell them; and
1.2.4 corporate customers, who buy the products as gifts or for use in their own business.
Your Commercial Terms will say which of these describes you. If you fit more than one, or none, your Commercial Terms will say how these terms apply to you.
1.3 Commercial Terms. The commercial detail of our relationship with you is agreed with you individually and recorded in writing. We call this your "Commercial Terms". It covers matters such as prices, currency, minimum orders, payment, delivery, and any territory or sales channel arrangements. Your Commercial Terms may be an account confirmation, a trade price list, an order confirmation, an email from us, a separate written agreement, or a combination of these. The Schedule to these terms lists what they usually cover.
1.4 Which terms take priority. If there is a conflict, the following order applies, with the first taking priority:
1.4.1 any separate written agreement signed by both of us;
1.4.2 your Commercial Terms, including our order confirmation; and
1.4.3 these Trade Terms.
1.5 These terms apply to the exclusion of others. These Trade Terms and your Commercial Terms apply to every order, to the exclusion of any terms you seek to impose or incorporate, including on a purchase order, and of our Terms of service for consumers.
1.6 Orders through wholesale platforms. If you order through a third-party wholesale platform, the platform's terms govern that order where they conflict with these terms. These terms continue to govern everything else, including how the products may be resold and how our brand may be used.
1.7 Entire agreement. These Trade Terms and your Commercial Terms are the entire agreement between us about the supply of products. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty that is not set out in them, and that you will have no claim for innocent or negligent misrepresentation or negligent misstatement based on any such statement.
2. ABOUT US
2.1 Who we are. We are Told London Ltd, a company registered in England and Wales. Our company registration number is 09003500 and our registered office is at 167-169 Great Portland Street, London, W1W 5PF. Our VAT number is GB206523829.
2.2 How to contact us. You can contact us at trade@toldlondon.com, or through the contact named in your Commercial Terms.
2.3 "Writing" includes email. When we use the words "writing" or "written" in these terms, this includes email.
2.4 Business days. A business day is any day other than a Saturday, Sunday or public holiday in England.
3. YOUR TRADE ACCOUNT
3.1 Opening an account. Trade accounts are opened at our discretion. We may ask for information to confirm that you are a business and how you trade, such as your company details, VAT or tax number, trading address, and the premises, website or channels through which you sell or use the products.
3.2 Keeping your details up to date. You must tell us promptly of any change to the information you have given us, including a change of ownership, trading name or address.
3.3 Changing, suspending or closing an account. We may change the terms available to you, or suspend or close your account, as set out in clause 15.
4. ORDERS AND PRODUCTS
4.1 Placing orders. You may place orders through our trade store, by email, through an approved wholesale platform, or in any other way set out in your Commercial Terms.
4.2 When a contract is made. A contract for an order comes into existence when we confirm the order to you in writing.
4.3 If we cannot accept an order. If we cannot accept an order, we will tell you in writing and will not charge you. This might be because a product is out of stock, because of limits on our resources that we could not reasonably plan for, because a credit check does not meet our requirements, because we have found an error in a price or description, or because we cannot meet a delivery date you have asked for.
4.4 Minimum orders and pack sizes. Any minimum order value, minimum quantity or pack size is set out in your Commercial Terms or in our current trade price list for your currency.
4.5 Changing or cancelling an order. Once we have confirmed an order, it may only be changed or cancelled with our written agreement, and we may charge you for any reasonable costs we have already incurred.
4.6 Products may vary slightly. Our products are handmade. Sizes, weights, capacities and dimensions are subject to a tolerance of 5%, and the colours and packaging of the products may vary slightly from images and samples.
4.7 Changes to products. We may change the products to reflect changes in law or regulatory requirements, and to make minor adjustments to their ingredients, composition or packaging. Where we plan a significant change to the fragrance or packaging of a product you order regularly, we will tell you in advance where we reasonably can.
4.8 Discontinued products. We may discontinue any product. We will tell you in advance where we reasonably can, and will either fulfil or refund any confirmed order for a discontinued product.
5. PRICES AND PAYMENT
5.1 Prices. Prices are as set out in your Commercial Terms or, if they do not state them, in our trade price list for your currency and region at the date we confirm your order.
5.2 Changes to price lists. We may change our trade price lists at any time. A change does not affect orders we have already confirmed.
5.3 Taxes and duties. Unless your Commercial Terms say otherwise, prices exclude VAT, sales taxes, customs duties and import charges, which you pay in addition where they apply. Where VAT is due in the United Kingdom we will charge it at the applicable rate. For deliveries outside the United Kingdom, the treatment of VAT, import taxes and duties depends on the destination and the delivery terms, and is set out in your Commercial Terms or on our invoice.
5.4 When and how you must pay. You must pay in the way and within the time set out in your Commercial Terms. If your Commercial Terms do not set a payment term, you must pay in full, in cleared funds, before we dispatch your order.
5.5 Currency and charges. You must pay in the currency of our invoice, and you are responsible for your own bank charges and any currency conversion costs.
5.6 Credit limits and payment terms. We may set, change or withdraw any credit limit or payment term at any time, including for orders we have confirmed but not yet dispatched.
5.7 No set-off. You must pay all amounts due to us in full without any set-off, counterclaim, deduction or withholding, other than any deduction or withholding of tax required by law.
5.8 Late payment. If you do not pay by the due date, we may claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998. We may also suspend any deliveries until you have paid what you owe.
5.9 If you think an invoice is wrong. If you think an invoice is wrong, please tell us promptly. You will not have to pay interest on the disputed amount until the dispute is resolved. Once it is resolved, we will charge interest on correctly invoiced sums from the original due date.
6. DELIVERY
6.1 Delivery terms. Delivery terms, including the Incoterm, carrier, delivery charges, any free delivery threshold and lead times, are set out in your Commercial Terms or our order confirmation. Unless they say otherwise, we deliver DAP (Delivered at Place, Incoterms 2020) to the address you give us. If you are a distributor, we supply EXW or FCA (Incoterms 2020), as set out in your Commercial Terms, and FCA wherever we prepare the export paperwork. Where we supply EXW and the products leave the United Kingdom, you must give us the export evidence we need to zero-rate VAT within the time HMRC allows, and if you do not, we may charge you UK VAT on the supply.
6.2 Delivery dates. Any delivery date or lead time we give is an estimate. Time for delivery is not of the essence.
6.3 Risk. The products are at your risk from delivery, or from the point set by the agreed Incoterm if different.
6.4 Ownership. You own the products only once we have received payment in full, in cleared funds, for them and for all other sums you owe us on any account. Until then:
6.4.1 you hold the products as our bailee, and must keep them separate from other goods, identifiable as ours, stored properly and insured for their full price;
6.4.2 you may resell or use them in the ordinary course of your business, as your Commercial Terms permit; and
6.4.3 if payment is overdue, or you become insolvent, your right to resell or use them ends, and we may require you to return any products you have not resold or used. You give us, and anyone we authorise, the right to enter any premises where the products are stored, at any reasonable time, to recover them.
6.5 Checking deliveries. You must check each delivery on arrival and tell us in writing, with photographs, of any shortage, damage in transit or incorrect product within 5 business days of delivery, or any other period set out in your Commercial Terms. If you do not, the delivery will be treated as complete and undamaged, except for defects that could not reasonably have been found on inspection, which clause 7 covers.
6.6 If you do not take delivery. If you do not take delivery when it is offered, or do not give us the information we need to deliver, we may charge you reasonable storage and redelivery costs, and may end the contract for that order. We are not responsible for supplying the products late, or not supplying any part of them, if this is caused by you not giving us the information we need within a reasonable time of our asking for it.
6.7 Delivering to your customers. Where your Commercial Terms provide for us to deliver directly to your customers, they will set out how orders are passed to us, the delivery charges, and who handles customer service and returns. You remain our customer for those orders.
7. QUALITY AND DEFECTIVE PRODUCTS
7.1 Our warranty. On delivery, and for 6 months from delivery or any other period set out in your Commercial Terms (the warranty period), the products will:
7.1.1 conform in all material respects with their description and any relevant specification;
7.1.2 be free from material defects in design, material and workmanship;
7.1.3 be of satisfactory quality within the meaning of the Sale of Goods Act 1979; and
7.1.4 be fit for any purpose held out by us.
7.2 What we will do. If, during the warranty period and within a reasonable time of discovering the problem, you tell us in writing that a product does not comply with clause 7.1, we will, at our option, repair or replace it, or refund its price in full, provided that:
7.2.1 we are given a reasonable opportunity to examine the product; and
7.2.2 you return it to us, at our cost, to the address we give you or, if we ask, dispose of it and send us evidence that you have done so.
7.3 When the warranty does not apply. We are not liable for a product's failure to comply with clause 7.1 if:
7.3.1 you make any further use of the product after telling us of the problem;
7.3.2 the defect arises because you did not follow our instructions on storage, handling, display or use or, if there are none, good trade practice;
7.3.3 the defect arises because we followed a design or specification you supplied;
7.3.4 you alter or repair the product without our written consent; or
7.3.5 the defect arises from fair wear and tear, wilful damage, negligence or abnormal conditions.
7.4 Our only responsibility for defects. Except as set out in this clause 7, we have no liability for a product's failure to comply with the warranty in clause 7.1. These terms apply to any repaired or replacement product.
7.5 No other returns. Unless your Commercial Terms say otherwise, we do not accept the return of products that are not defective, including unsold stock, discontinued lines and products ordered in error.
8. TESTERS, SAMPLES AND DISPLAY MATERIALS
8.1 Testers and samples. Testers and samples are supplied for display and sampling only and must not be sold. Any charge for them is set out in your Commercial Terms or our trade price list.
8.2 Display and marketing materials. Display materials, point-of-sale items and marketing assets we supply remain ours unless we agree otherwise. When our relationship ends, you must return them or dispose of them as we ask.
9. RESALE, USE AND OUR BRAND
9.1 Resale. You may resell the products only if your Commercial Terms permit it or, if they are silent, if you are a retailer or distributor. Amenity partners and corporate customers buy products for use in their own premises or as gifts, and may not resell them unless we agree in writing.
9.2 Territory and channels. Any territory, or any restriction on where and how you may sell, is set out in your Commercial Terms.
9.3 Open marketplaces. You must not sell or list the products on open third-party marketplaces, such as Amazon, eBay, TikTok Shop or Temu, and must not create or authorise product listings using our product codes or barcodes, unless we have agreed in writing. Platforms we have approved for you are set out in your Commercial Terms.
9.4 Keeping the products as we supply them. Unless we agree in writing, you must not:
9.4.1 alter, repackage or relabel the products, or separate them from their packaging for resale;
9.4.2 remove, alter or obscure any label, safety information, batch code or product identifier; or
9.4.3 combine the products with other products in a way that suggests the combination is ours.
9.5 Your prices. You are free to set your own resale prices. Any recommended retail prices we publish are recommendations only.
9.6 Using our brand. While you are an approved trade customer, we give you a non-exclusive, non-transferable licence to use our name, logos, product images and product descriptions to promote and sell the products or, if you are an amenity partner, to present them. You must use them as we supply them, follow any brand guidance we give you, and stop using them if we ask.
9.7 Claims about the products. You must not make claims about the products, including about their ingredients, sustainability, safety, effects or awards, beyond those we have made ourselves or approved in writing.
9.8 Names, domains and advertising. You must not register or use any domain name, social media account, business name or advertising keyword containing our name or product names without our written consent.
10. PRODUCT SAFETY AND REGULATORY MATTERS
10.1 What we provide. We supply products labelled for the United Kingdom and for any other markets set out in your Commercial Terms. We will give you the safety, labelling and product information reasonably needed to supply or use the products lawfully in those markets.
10.2 Supply outside the United Kingdom. Responsibilities for regulatory compliance outside the United Kingdom, including any role as importer, distributor or responsible person under local law, are as set out in your Commercial Terms or agreed in writing before supply.
10.3 Your responsibilities. You must:
10.3.1 store, handle and display the products in line with our instructions and their labelling;
10.3.2 not remove, alter or obscure any safety label, warning, allergen information, batch code or product identifier;
10.3.3 if you resell to other businesses, keep records of whom you supply, so that products can be traced;
10.3.4 tell us promptly of any complaint, incident or information suggesting that a product may be unsafe; and
10.3.5 cooperate with any recall, withdrawal or safety notice, as we reasonably ask.
10.4 Using products in your premises. If you use the products in your own premises, including in guest rooms and public spaces, you are responsible for their safe use there. This includes following the safety instructions supplied with the products, never leaving a lit candle unattended, and complying with the fire safety and health and safety rules that apply to your premises.
11. OUR RESPONSIBILITY FOR LOSS OR DAMAGE
11.1 What we do not exclude. Nothing in these terms limits or excludes our liability for:
11.1.1 death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors;
11.1.2 fraud or fraudulent misrepresentation;
11.1.3 breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982; or
11.1.4 defective products under the Consumer Protection Act 1987.
11.2 Implied terms. Except as set out in clause 7.1, all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.
11.3 Limits on our liability. Subject to clause 11.1:
11.3.1 we are not liable to you, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any loss of profit, loss of business, loss of goodwill, or any indirect or consequential loss; and
11.3.2 our total liability to you for all other losses arising under or in connection with an order, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the total price paid for the products in that order.
12. INTELLECTUAL PROPERTY
12.1 Our intellectual property. All intellectual property in the products, their packaging and illustration, our product images and descriptions, and our trade marks and brand belongs to us or our licensors. Nothing in these terms transfers it to you, other than the licence in clause 9.6.
13. CONFIDENTIALITY
13.1 Keeping information confidential. You must keep your Commercial Terms, our trade prices and any other information we give you that is not public confidential, except where disclosure is required by law or made to your professional advisers.
14. PERSONAL INFORMATION
14.1 Data protection. Each of us is responsible for complying with data protection law for the personal data we handle. Our privacy policy explains how we use personal data about you and your staff. Where we deliver directly to your customers, we will use their details only to fulfil and support those deliveries, and as your Commercial Terms set out.
15. SUSPENDING OR ENDING OUR RELATIONSHIP
15.1 Ending on notice. Either of us may end our trading relationship by giving written notice of the period set out in your Commercial Terms or, if none is set out, 60 days.
15.2 Suspending or ending immediately. We may suspend deliveries, or end our relationship immediately by written notice, if:
15.2.1 you do not pay an amount when it is due and still have not paid it 14 days after we remind you;
15.2.2 you materially breach these terms, including clauses 9 and 10, and, where the breach can be put right, do not put it right within 14 days of our asking you to;
15.2.3 you become insolvent, enter into an arrangement with your creditors, or stop trading; or
15.2.4 you act in a way that, in our reasonable opinion, is likely to damage our brand or reputation.
15.3 When our relationship ends. When our relationship ends:
15.3.1 all unpaid invoices become due immediately;
15.3.2 we may fulfil or cancel any confirmed order not yet dispatched, and will refund anything you have paid for a cancelled order;
15.3.3 unless we ended the relationship under clause 15.2, you may continue to sell products you have paid for, for up to six months or any other period set out in your Commercial Terms, and may use our brand for that purpose only;
15.3.4 otherwise you must stop using our name and brand materials, and return or dispose of testers and display materials as we ask; and
15.3.5 any clause that by its nature should continue, including clauses 5.7 to 5.9, 6.4, 7, 9.3 to 9.8, 11, 12 and 13, continues to apply.
15.4 Past orders. Ending our relationship does not affect rights and obligations that have already arisen.
16. EVENTS OUTSIDE OUR CONTROL
16.1 Delays outside our control. We are not responsible for any delay or failure to perform caused by an event outside our reasonable control. If one happens, we will tell you as soon as possible and take reasonable steps to limit its effect. If a delay is likely to be substantial, either of us may cancel the affected order, and we will refund anything you have paid for products not supplied.
17. OTHER IMPORTANT TERMS
17.1 Changes to these terms. We may update these terms from time to time. The version published on our website when we confirm an order applies to that order. We will tell account holders of significant changes.
17.2 Transfer. We may transfer our rights and obligations under these terms to another organisation, and will tell you if we do. You may only transfer yours with our written consent.
17.3 No partnership or agency. Nothing in these terms makes either of us the agent, partner or joint venturer of the other. You have no authority to make commitments on our behalf.
17.4 Nobody else has rights. Only you and we have rights under these terms. No other person may enforce them, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
17.5 If part of these terms is invalid. If a court or relevant authority finds any part of these terms unlawful or unenforceable, the rest will continue in full force.
17.6 Delay in enforcing. If we do not insist immediately that you do something required by these terms, or delay taking action, that does not prevent us from doing so later.
17.7 Notices. Notices must be in writing, sent to the address or email set out in your Commercial Terms or last notified.
17.8 Compliance. Each of us will comply with the anti-bribery, anti-slavery and sanctions laws that apply to us.
18. GOVERNING LAW AND DISPUTES
18.1 Governing law and courts. These terms, and any dispute or claim arising out of or in connection with them, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, unless your Commercial Terms say otherwise.
18.2 International sales convention. The United Nations Convention on Contracts for the International Sale of Goods does not apply.
SCHEDULE: WHAT YOUR COMMERCIAL TERMS COVER
Your Commercial Terms record the commercial detail agreed with you individually. Depending on our relationship, they may cover:
- the type of trade customer you are, and whether you may resell the products;
- the currency and price list that apply to you;
- any minimum order value, minimum quantities, pack sizes and reorder arrangements;
- payment terms and any credit limit;
- delivery terms, including the Incoterm, carrier, delivery charges, any free delivery threshold and lead times;
- any territory, and the channels and platforms through which you may sell;
- testers, samples and display materials, and any charges for them;
- any returns beyond those for defective products;
- any arrangements for us to deliver directly to your customers;
- responsibilities for regulatory compliance outside the United Kingdom;
- any marketing support, exclusivity or targets;
- the notice period for ending our relationship, and any period for selling remaining stock;
- your account contact and notice address; and
- any different governing law or dispute arrangements.