Terms & Conditions.

1. Who you are buying from

The VOU is operated by LARA MEDIA GROUP LTD, a company registered in England and Wales, company number 13952247.

Registered office: 167-169 Great Portland Street, London W1W 5PF, United Kingdom.

Operating and contact office: 4 Maddox Street, International House, Floor 6, London W1S 1QP, United Kingdom.

Email: [email protected]. Please use this address for order questions, complaints and cancellation notices. The office addresses are not parcel-return addresses unless we specifically give you instructions to return an item there.

LARA MEDIA GROUP LTD is the seller and contracting supplier of products and services purchased from The VOU. Human stylists may work for us as subcontractors. Using a subcontractor does not transfer our contractual responsibility to you or require you to pursue the stylist instead of us.

2. What these terms cover

Our product pages explain what is included, the price, any options and the intended delivery or performance arrangements. Depending on what is offered for sale, our catalogue includes:

• Personal styling services: individual analysis, consultations, shopping support and wardrobe planning, delivered remotely or in person as described for the package.
• Digital products: downloadable styling books and seasonal colour palettes. These are digital files, not printed books or physical palette cards.
• Physical goods: clothing and any other tangible items specifically identified in the product description.

A service delivered online is still a service; it does not automatically have the same cancellation rules as an instant-download product. Where a package combines goods, services and digital content, the relevant rights apply to each component. The product description must identify the components and their delivery arrangements.

The Shipping & Returns Policy explains physical delivery and returns. The Cancellation & Refund Policy explains cancellations and remedies for services and digital content. Our Privacy Policy explains personal-data use; it is a notice about that use, rather than a request to waive privacy rights.

3. Your order and our acceptance

Before placing an order, check the product, selected options, contact information and delivery address. You can correct these details before submitting the order. Contact us promptly if you discover an error afterwards.

Submitting an order is an offer to buy. We accept it when we send an email that clearly confirms acceptance and the agreed purchase details. An automated acknowledgement saying only that we have received your order is not, by itself, acceptance.

If we cannot accept or fulfil your order, we will tell you and refund any payment taken for the affected purchase. We will not substitute a different product, package or material service change without your agreement.

The contract consists of the terms provided when you order, the agreed product or service description and any other information that the law makes part of the contract. Later changes to the website do not retrospectively change an accepted order. Please retain your confirmation and the terms supplied with it.

4. Prices and payment

Our catalogue uses British pounds (GBP). The total payable price, including applicable taxes and unavoidable charges, must be clear before you commit to paying. Any delivery charge that depends on your destination must also be explained and included in the total before payment. Optional extras require your express agreement.

The payment methods available for your purchase are shown at checkout. Payment is due as stated for the product or agreed booking. We do not add a recurring payment obligation merely because you create an account or purchase a one-off product. Any recurring arrangement must disclose its price, billing frequency, duration and cancellation conditions before you agree to it.

If a price or description contains an obvious error, we will explain it and ask whether you want to proceed on corrected terms, or cancel and receive a refund. We will not increase the price of an accepted order without your agreement.

5. What you can expect from us

Services must be provided with reasonable care and skill. Physical goods and paid digital content must meet the applicable requirements for satisfactory quality, fitness for purpose and description. Information and express promises that form part of the contract remain binding.

Styling involves personal preference. We cannot promise a particular career, social, dating or medical outcome merely because you follow styling advice. This does not override a specific guarantee or remedy advertised for your purchased package, or our obligation to perform the service properly.

Delivery or appointment arrangements are those agreed for your order. If a problem affects them, we will tell you and discuss the available options. An event beyond our control does not remove your statutory cancellation, delivery or refund rights.

6. Information and materials for styling services

Please provide the measurements, photographs and preferences needed for the agreed service accurately, and tell us about any relevant correction. We will explain what is needed rather than require unrelated personal information. If missing information prevents performance, we will discuss the effect on the timetable with you.

Submitting materials does not, by itself, remove your cancellation rights. An express request to start a service during its cooling-off period and any acknowledgement about full performance must be obtained separately as required by law.

Providing photographs or other materials does not transfer any ownership rights you already have in them to us. You must be entitled to provide them and allow their use for the service, including where another person is identifiable or a photographer owns the copyright. We use them to carry out the agreed service in accordance with the Privacy Policy. Any separate permission to use them publicly, such as in a testimonial or case study, is distinct from permission needed to deliver your service.

7. Digital files and your licence

The product description must state the file format, content, delivery method and any relevant device or software requirements, access limits or expiry before purchase. Do not assume that a digital book or palette is a physical item or that access lasts indefinitely unless the purchase information says so.

On purchase, you receive a non-exclusive licence to use the supplied material for your personal, non-commercial purposes, unless a different licence is expressly agreed. You can download, retain and make reasonable personal copies needed to use your purchase. You may not resell it, distribute it publicly or remove ownership notices. This restriction does not remove uses permitted by law.

Our website and deliverables may contain material owned by us or our licensors. Purchasing a product does not transfer copyright in that material. We do not claim ownership of customer materials or of third-party intellectual property merely because it appears on our website.

If a download is missing, damaged or unusable, contact us with your purchase details. Digital-content remedies and cancellation rules are explained in the Cancellation & Refund Policy.

8. Cancellations, refunds and guarantees

Where the statutory cooling-off right applies, the relevant period is normally 14 days. Its start date and any permitted early-performance or digital-supply exception depend on the type of purchase. Please read the linked policies for the rules that apply to your order.

A permitted loss of the change-of-mind cancellation right does not remove rights relating to faulty goods, defective digital content or services that are not performed with reasonable care and skill. Sale items have the same statutory rights as full-price items.

Any additional guarantee advertised for your purchase applies on its stated terms in addition to your legal rights. A general disclaimer elsewhere on this website does not cancel that guarantee.

9. Accounts and use of the website

If you use an account, keep its sign-in details secure and contact us if you suspect unauthorised access. The information displayed about orders or downloads depends on your own purchases and the access included in them. Account deletion does not automatically delete records we are legally required to retain.

Do not use the website to commit fraud, distribute harmful software, interfere with its operation or access another person's data. Links to external websites take you to services operated by others. This does not alter our responsibility for purchases made from The VOU.

10. Our responsibility for loss

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. Loss is foreseeable where it was an obvious consequence or you and we knew it might happen when the contract was made.

Nothing in these terms excludes or restricts liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your mandatory consumer remedies.

These consumer terms cover personal purchases. If you need services or licences for business use, contact us to agree appropriate terms before buying; this does not deprive a person who is legally a consumer of consumer protection.

11. Complaints and disputes

Email [email protected] with the purchase details and the outcome you are seeking. We will investigate and explain our response. You do not have to use our complaints route instead of exercising a legal right or meeting a cancellation deadline.

If a consumer complaint cannot be resolved, we will provide any information about an appropriate alternative dispute resolution body that the applicable law requires, including whether we are required or willing to participate. We do not claim membership of an ADR scheme without confirmation.

These terms use the law of England and Wales. This does not remove mandatory protections or court rights that apply where you live. In particular, consumers in Scotland or Northern Ireland can use the courts available to them under the applicable rules; these terms do not force every consumer dispute into the courts of England and Wales.

12. Updates to these terms

We may update these terms for future orders. The terms applicable to an accepted order remain those supplied for that order unless a change is agreed or required by law. If a provision is not enforceable, the remaining provisions continue where they can fairly operate without it.