Customer Service
How to contact us
Please contact us via:
Phone - 08456 800975
email - enquiries enquiries@meandem.com
Visit us - 21 Connaught St, London, W2 2AY
Write to us - ME&EM, 21 Connaught St, London W2 2AY
About Us
ME&EM was set launched in Setpember 2009. It was set up by Emma Howarth and Clare Hornby, following the success of Pyjama Room an online company they founded in March 2007.
ME&EM offers chic easy day clothing for women who want to be as stylish as they are comfortable.
Clare and Emma and the entire ME&EM team want you to be totally satisfied with all your dealings with them. If for any reason you are unhappy with the service you receive or you have any suggestions or comments please e-mail us or write to us at the following address:
ME&EM Ltd
21 Connaught Street
London
W2 2AY
United Kingdom
Tel: 08456 800 975
E-mail: orders@meandem.com
ME&EM Ltd. Registered in England and Wales No. 5686460
Registered Office 21 Connaught Street, London W2 2AY
VAT No. 8938533763
How To Order
Orders shall be accepted at our sole discretion but will normally be accepted if the goods that you order are available and your credit card is authorised for the transaction. We will contact you if there are any problems with these issues.
Prices quoted to you are the prices set at the time. If for any reason they are increased we will let you know by e-mail and inform you prior to processing your order
Your order will be accepted by us when we send you an invoice with your goods.
Instore
Visit us at 21 Connaught St, London W2 2AY. 5 mins from Marble Arch Tube and just north of Hyde Park. Opening hours Monday - Friday 10.00am to 5.30pm (late night opening till 8.00pm Thursday) and Saturday 10.00am to 5.30pm. Closed Sunday.
Online
- Shop by browsing through our website. Click on the collection to see the full range.
- Click on the relevant image to access the individual item's product page, you can then choose the size, colour and quantity you want. If you are unsure on sizing you can click on 'check size' to give you exact measurements.
- Add merchandise to your shopping bag by clicking on the 'add to bag' near the desired item.
- Review the items in your shopping bag. You can remove, delete or update your shopping bag by clicking on either 'remove' 'delete' or 'update' to the right hand side of the page.
- To continue shopping click on 'continue' on the bottom right hand side of the page. Please be aware that items in your shopping bag can still be purchased by another customer.
- Proceed to checkout by clicking on 'checkout' at the top of the page and follow the instructions.
By phone
Alternatively you may place an order by telephone. Please contact one of our ME&EM Team who will be pleased to help you on 08456 800975 (UK).
By email
Please email us at enquiries@meandem.com.
Content
We do try to ensure that pictures of the goods on our website are accurate. However, there may be slight variations in colour and texture between the pictures and the goods themselves.
Payment
We accept credit card and debit card payments. If you are shopping from outside the United Kingdom, place your order and your credit card company will convert the transaction to your own currency.
We accept Amex, Visa, Mastercard, Switch, Delta, Maestro and Solo.
Mastercard Securecode
To make shopping a safe experience ME&EM have signed up to use Mastercard secure code. This service has been put in to place to help prevent any fraudulent purchases on the site. In order to use your Mastercard secure code you must first register your details online at https://enrollment.securecode.com/vpas/hsbcuk/enroll/reg.jsp?locale=en_US&bankid=3 We advise you to register as soon as possible, perhaps at a time when you are just browsing and not intending to buy, so that it does not hold up your purchase on a site; as if you have not previously registered it will ask you to do so before accepting your payment details. Because you will be prompted each time on participating websites for your secure code it means that if anyone knows your account/card information; they will not be able to use it to purchase, as they will not know your Mastercard secure code password. Please do not share passwords or details with anyone. Please note that ME&EM will not have access to your secure code password, thus if you forget your password please contact your bank.
Acceptance of your order
We will send you an e-mail confirmation receipt of your order. The contract between us (ME&EM Ltd) and you (the customer) becomes binding when we send you an invoice (with your goods).
Your card will be charged automatically when you place your order. If for any reason we are unable to fulfil your order a full refund will be given
Tax charges
All prices quoted on this website are inclusive of UK taxes (VAT) at the current rate (17.5 %). For orders placed outside of the European Community it is your responsibility to claim any tax back. Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them.
Delivery
Stock permitting, the vast majority of orders will be dispatched within 24 hours to arrive with UK customers within 5 working days.
For next day delivery orders placed before 12pm will arrive the following day. Orders made after 4pm will be despatched the following day on next day service. This option is not available at the weekend.
If the item is temporarily out of stock, we will inform you of the expected delay immediately and dispatch the goods as soon as they arrive.
(If you are unhappy with the revised delivery date of your purchases, we will refund all money paid in relation to the contract including the postage and packaging costs)
All delivery dates that we give are only for your general guidance. We will not be held liable if you receive late delivery of your order.
We offer 4 delivery options:
Standard Delivery. Costs £4.95 per delivery address. Monday to Friday only. Packages are sent out by Royal Mail 2nd class registered post. Please allow 5 working days for delivery. Please note you will need to sign for your goods.
Premium. Costs £6.00 per delivery address. Monday to Friday only. Packages are sent out by Royal Mail 1st class registered post. Please allow up to 3 working days for delivery. Please note you will need to sign for your goods.
Next Day. Costs £9.95 per delivery address. Monday to Friday only. This guarantees delivery of your order by 5.00pm the following working day provided your order is received by us before 12 noon.
Special. Costs £10.00 per delivery address. Monday to Friday only. This is automatic for all cashmere and jewellery orders. This ensures that more valuable orders are sent out with insurance cover. Please allow up to 2 working days for delivery. If you order is received by us before 12 noon we will endeavour to deliver the following working day.
Overseas, Non-mainland UK, BFPO. Postage to Europe is charged at £15 for normal orders and £20 for cashmere and jewellery orders and £20 to anywhere outside of Europe for normal orders and £25 for cashmere and jewellery orders.
A break down of the rates are as follows:
Europe £15/£20
Andorra, Austria, Belgium, Cyprus, Denmark, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and Vatican City.
Rest of the World £20/£25
Antigua, Australia, Bahamas, Bahrain, Barbados, Canada, Cayman Islands, Fiji, Hong Kong, Israel, Jamaica, Japan, Jordan, Korea, Kuwait, Malaysia, New Zealand, Saudi Arabia, Singapore, South Africa, United Arab Emirates, United States of America, and Virgin Islands.
This amount will automatically be added to your shopping bag when you input you address details.
If for any reason you require your goods urgently we can arrange a courier at additional cost (dependent on weight). Please contact linsey@meandem.com who can deal with your request directly.
Failed delivery
We will deliver the goods to the address for delivery that you specified when you placed your order. Please be accurate when you give us your address details as we will not be liable if the address that you have given and that we will deliver to is incorrect.
Ownership
You will own the goods once they have been delivered to the address specified and when we have received cleared payment for the goods in full. Until that time then we will retain title to the goods.
Returns Policy
We offer a free returns policy for items delivered to a UK (including Northern Ireland) address.
All items must be returned within 14 days of receipt of the goods and the returns/exchange form (delivered with the goods) completed and returned. We will give you a full refund or exchange within 30 days of you returning the items.
All items must be returned in an unworn (resaleable) and unwashed condition with the correct invoice. Please note returns on non-faulty items of lingerie will only be accepted if the hygiene strip is in place.
We strongly recommend you obtain a free 'Certificate of Posting' from the Post Office, as we will not accept responsibility for parcels lost in transit. For complete peace of mind you could consider sending the goods Recorded Delivery, but we regret we cannot refund this charge.
If you cancel your order within the 14 days we will give you a full refund or exchange within 30 days of you returning the items. All undamaged, correctly returned products will be credited to the original purchaser's credit card including sales taxes for all EU country shipments excluding shipping charges. International customs duties, shipping costs and sales taxes are non-refundable for shipments outside the European Community (EU).
In the UK, including Northern Ireland, replacement goods will be sent to you free of additional postage and packaging costs using our standard delivery tariff.
Exchanges and Returns should be sent to:
Customer Returns
ME&EM C/O Intermail plc
FREEPOST RG453
Newbury
RG14 5ZZ
Gift Returns
If you have received an item from ME&EM as a gift you may return it for an exchange only.
Cancellations
Please follow the same procedure for Returns. However if the products you return are faulty, incorrect or damaged in transit, we will refund you the cost of the return postage, as well as the goods and your original postage and packaging charge. (Please keep a receipt for the return postage).
Privacy Policy
ME&EM Ltd is the owner of this website.
We respect your personal information and endeavour at all times to comply with the Data Protection legislation which is in force from time to time.
Information may be stored manually or electronically. Any personal information you give us will be processed in accordance with the Data Protection Act 1998. Any queries relating to data collection or our use of your personal information should be sent to enquiries@pyjamaroom.com
All data and personal information that we receive from you are held in accordance with our Data Protection Registration Notification.
We use the information provided by you to:
- Process any order or enquiry by you.
- Research
- For statistical purposes to establish the popularity of product ranges to ensure ongoing availability of popular products.
- To administer our business.
- To notify you of any product developments which may be of interest to you, but only if you have opted to receive such updates.
There may be circumstances where we may share some of your data with third parties:Credit card details will be shared with our agents (including HSBC, credit reference agencies, credit card clearing agencies, fraud prevention and detection agencies) and our fulfillment partners that we use to process the orders you place with us or who assist us in the service we provide to you. In these instances, we provide them with only the information they need to perform their function.
In the unlikely event that our business may be sold to another company then the data records that make up part of our business will be transferred.
To outside research companies whom we may ask to contact you directly for your opinions on our products and services. We will provide them with only the information they need to perform their function.
We do occasionally make names and addresses available to companies whose products we think may interest you, unless you have told us not to.
If you do not wish to receive such offers or do not wish for us to share your details with any third parties please email us at enquiries@meandem.com with your full name, address and postcode.
We will not pass your credit card details onto anyone other than parties detailed above.
Why do you occasionally make names and addresses available to other companies?
We do this for two reason firstly because we think that you the customer would benefit from such introductions and secondly because it allows us to grow our business by contacting their customers. These offers are often exclusive, and we believe you will find them of real interest. However we will never do this without your permission hence why we ask you to show your consent by opting in. You will be asked whether you would like to opt in at registration or you can email us at enquiries@meandem.com
In the event that your personal data becomes inaccurate or incomplete, or in any event you have the right to gain access to your personal data for the purposes of having it deleted or corrected. Please e-mail us at enquiries@meandem.com
CookiesCookies are files downloaded from a web server to the PC of a visitor to our website. They provide the owner of a website with personal details about the purchase made from the site and information viewed. To disable cookies please set your internet browser so that it will not enable cookies. If you disable cookies then this may affect the functionality of this site. For further information on cookies and on how to prevent them from being stored on your computer please go to www.allaboutcookies.org.
SecurityTo help ensure that your shopping experience is safe, simple and secure, ME&EM uses Secure Scoot Layer (SSL) Technology. This encrypts and protects the data you send us over the Internet. If SSL is enabled then you will see a padlock at the bottom of your browser and you can click on this to find out more information about the SSL digital certificate registration.
We process all payments using HSBC secure e-payments system. This system ensures that all sensitive information is stored on a heavily encrypted database and protected by multiple firewalls.
We will take all reasonable care to keep your order secure, but in the absence of our sole negligence we cannot be held liable for any loss you may suffer if a third party obtains unauthorised access to any of your data, including credit card details that you have provided.
We comply fully with The Distance Selling Regulations 2000; Electronic Commerce Regulations (EC Directive) 2000; and The Privacy and Electronic Communications Regulations (EC Directive) 2003. More information can be found at www.dti.gov.uk
Registering with ME&EM. You can register your details by submitting your name, address and email address to us. Please note that by submitting the form you are agreeing to the terms and conditions of the site. Please take time to read them.
We will try to allow uninterrupted access to this website but please be aware that access to the website may be suspended, restricted or terminated at any time.
Intellectual Property
The copyright in the material contained in the website, together with the website design, text and graphics and their selection and arrangement and all software compilations, underlying source code and software (including applets) belongs to ME&EM Ltd, its subsidiaries or the providers of such information. All rights are reserved. None of this material may be reproduced or redistributed without our written permission.
ME&EM is a trademark of ME&EM Ltd ,21 Connaught Street, London W2 2AY (trademark pending). Other product and company names (if any) mentioned on this Website may be the trademarks or registered trademarks of their respective owners.
Liability
If you have a valid claim in respect of any of the goods which is based on any defect in the quality or condition of the goods or their failure to meet specification in accordance with these terms, we shall be entitled to replace the goods (or the faulty part in question) free of charge or, at our sole discretion, refund to you the price of the goods (or a proportionate part of the price). We shall not be liable to you in connection with this agreement in contract, tort (including negligence) or otherwise for any loss of profit, anticipated savings or data (in each case whether direct or indirect) or any indirect loss.
Our aggregate liability to you in connection with this agreement shall not exceed the value of the goods ordered by you.
Notwithstanding anything else in these terms and conditions, we accept unlimited liability in respect of death or personal injury caused by our negligence.
Variation of Terms and ConditionsWe reserve the right to change, modify, substitute or remove without notice any information on the website from time to time.
Governing LawThese terms and conditions shall be governed by and construed in accordance with English law. Any disputes shall be subject to the exclusive jurisdiction of the English courts, to which both parties submit.
Corporate Social Responsbility
At ME&EM we are committed to doing our bit for the environment.
Climate
Where possible we source fabrics that wash well at 30'c. Washing at 30'c rather than 60'c means you use a third less electricity (Source Energy Saving Trust).
We have recently launched a 100% bamboo range and hope to develop other similar ethically produced fabrics.
Waste
· The polybag we use to send out orders is both reseal able (meaning you can use it more than once) and recyclable.
· Whilst we do use tissue paper with our packaging we keep this to a minimum.
· All orders are sent out in a cloth bag instead of a plastic bag thus cutting down on waste to landfill and we actively encourage customers to find other uses for the cloth bag.
· We only print a minimum run of brochures and where possible use the e-mail to communicate with our customers.
Fair Partner
· Our current range is sourced in Portugal, where we use a manufacturer that is both committed to providing high quality production but also in ensuring that there is a comprehensive benefit scheme in place for all its employees. We have visited the factory to see for ourselves the environment in which they work and met many of the team that work on ME&EM.
· All factories used in the production of our paper products (boxes, bags, and tissue paper) are ISO approved so everyone is paid fairly and over 18yrs old.
Sourcing
· All the paper used in our boxes and tissue paper is sourced from sustainable forests (ie for every tree used another one is planted).
· We do not currently source fairtrade cotton but are investigating this for our next range.
· We are also investigating sourcing fabric closer to the point of manufacturing and to delivery in order to cut down on airport freight.
Community
· We are committed to providing ME&EM clothes for charitable events to use as prizes. To date we have worked with the FSID - Study of Infant Deaths foundation, Macmillan Cancer Support, The Warwickshire hospice , Treehouse, Ambitious for Autism and Starlight.
· We intend to find a charity we can work with on an ongoing basis, to both provide some of our time and also clothing where appropriate.
We will continue to build on commitments and welcome any suggestions from our customers on what more we could be doing. Please email us at enquiries@meandem.com
Jobs
We are a new company growing fast and are always on the look-out for the best talent. If you have an interest in fashion, an understanding of e-commerce and excel at customer service then we would like to hear from you. If you want more information on the vacancies available please contact us on enquiries@meandem.com. Current vacancies will be advertised on this site so please check back from time to time.
Affiliate programme
To join our affiliate programme simply click on the link below or email sophia@webgains.com
http://www.webgains.com/signup.html?programid=1408
