Terms and Conditions of Sale

Retail · Trade · Wholesale

Robert Emile Atelier Ltd, a company registered in England and Wales, company number 12411225. Email anthony@robertemile.com. Version 1.0, October 2026.

Part A · General terms

1. About these terms

1.1 These terms apply to every sale of goods and samples by Robert Emile Atelier Ltd ("Robert Emile", "we", "us") to a client ("you"). By paying a deposit or placing an order you accept these terms.

1.2 They replace any terms you send us, including terms on a purchase order, unless a director of Robert Emile agrees otherwise in writing.

1.3 We may update these terms. The version in force when we issue your Order Confirmation applies to that order.

2. Definitions

Atelier: our warehouse and atelier in Marrakech, Morocco, from which all goods are dispatched. Goods: tiles (including zellige, bejmat and cement), rugs, furniture, objects and anything else we supply. Bespoke Goods: goods made to order to your chosen design, size, colour or specification, which includes every product we sell except vintage pieces and stock items we identify as such. Order Confirmation: our written confirmation of the goods, price, lead time, shipping method and payment schedule. Retail Client: an individual buying for personal use, not for business. Trade Client: a business with an approved trade account buying for its own projects or its clients' projects. Wholesale Client: a business with an approved wholesale account buying goods for resale. Working Day: Monday to Friday, excluding public holidays in England and Morocco.

3. How an order is made

3.1 An enquiry sent from our website, the Design Room or by email is not an order. A design consultant will contact you to confirm sizes, colours, quantities, delivery and payment.

3.2 We then send a quotation. Quotations are valid for 30 days unless they state otherwise.

3.3 A contract is formed when we issue an Order Confirmation and receive the payment required under clause 7 in cleared funds. Production does not start before then.

3.4 Once the contract is formed, the specification is final. Changes must be requested in writing. Changes after production has started may not be possible; where they are, they are charged in full and may extend the lead time.

4. Handmade and made-to-order goods

4.1 Our goods are made by hand by artisans using traditional techniques and natural materials. Variation in colour, tone, glaze, texture, thickness, dimensions, knotting and finish is natural, intended and part of the character of each piece. It is not a defect, and no two pieces are identical.

4.2 Photographs, on-screen colours, Design Room images, tear sheets and drawings are a guide only. Screens and printers do not reproduce colour accurately. The approved sample (clause 5) is the reference for colour and finish.

4.3 Tiles are supplied in batches. Tiles from different batches may vary, so order the full quantity, including a cutting and breakage allowance, in one order. We recommend at least 10% extra.

5. Samples

5.1 Samples are charged to you and sent worldwide by DHL or FedEx. The sample charge and its shipping are payable before dispatch.

5.2 The cost of samples is credited against a subsequent order of more than £5,000 (or the equivalent in the currency of your invoice).

5.3 We coordinate samples within reason and subject to the availability of materials. Where a material is unavailable we will propose the closest alternative.

5.4 Samples sent for verification and sign-off are final. Once you approve a sample, it becomes the standard for your order, and the finished goods will match it within the natural variation described in clause 4. We cannot accept claims that finished goods differ from an approved sample within that variation.

5.5 Samples are not returnable and are not refunded.

6. Prices

6.1 Prices are quoted in pounds sterling or US dollars and exclude VAT, shipping, insurance, import duties and local taxes unless the quotation says otherwise.

6.2 We aim not to change our published prices within a calendar year. We will always give at least three months' written notice of any price change.

6.3 The price in your Order Confirmation is fixed once your deposit or full payment has been received.

7. Payment

7.1 Payment is made once your consultation is agreed, by American Express, Mastercard, Visa, Apple Pay, Google Pay or wire transfer to the account on our invoice, or by another method we agree in writing. For wire transfers you pay all bank and transfer charges, so that we receive the full invoiced amount.

7.2 Production starts when the deposit (or full payment) is received in cleared funds and samples or drawings have been signed off.

7.3 Because goods are made to your order, the deposit is non-refundable once production has started.

7.4 Goods are not dispatched until the balance, shipping and any insurance are paid in full. If the balance is not paid within 14 days of our notice that your goods are ready, we may charge reasonable storage and, after 60 days, treat the order as cancelled by you, keep the deposit and resell the goods.

7.5 By confirming an order you acknowledge that the goods are handmade and subject to variation. Chargebacks or payment disputes based on natural variation in colour, tone or finish will be contested.

8. Lead times

8.1 Lead times are estimates and run from the later of receipt of payment under clause 7.2 and final sign-off. As a guide, tiles take around 5 to 7 weeks depending on quantity, and rugs take around 8 to 12 weeks; your Order Confirmation gives the estimate for your order.

8.2 We will tell you promptly about any delay. Time of delivery is not of the essence, and we are not liable for delays caused by events outside our control (clause 15).

9. Shipping and delivery

9.1 All goods are sent from our warehouse and Atelier in Marrakech, Morocco, by the means of transport you select: air, sea or road.

9.2 We work with local agents to obtain the best shipping quotes for safe, reliable shipping, and can arrange white-glove delivery for particular pieces. We quote shipping separately once your order is confirmed.

9.3 Shipping is paid to Robert Emile, which pays the agent or carrier on your behalf. It is invoiced with the balance and must be paid before dispatch.

9.4 Unless agreed separately in writing, goods are sold EXW (Ex Works) Marrakech, Incoterms® 2020. This means risk in the goods passes to you when they are ready for collection at the Atelier. Where we arrange shipping for you, we do so as a service on your behalf, and the goods travel at your risk.

9.5 Import duties, local taxes, customs clearance, port and handling charges at the destination are your responsibility unless agreed otherwise in writing.

9.6 You must make sure someone is available to receive the goods and that the delivery address has suitable access. Extra charges caused by failed delivery, restricted access or storage at the destination are payable by you.

9.7 Please inspect the goods on arrival. Note any visible damage on the carrier's delivery note, keep all packaging, and send us written notice with photographs within 48 hours of delivery so that a claim can be made against the carrier or insurer.

10. Insurance

10.1 Insurance depends on your requirements. On request, we will arrange transit insurance through our agents at your cost. Please request it in writing before you pay the balance.

10.2 If you do not ask us to arrange insurance, the goods travel uninsured by us, at your risk, in line with clause 9.4.

11. Ownership

11.1 Ownership of the goods stays with Robert Emile until we have received payment in full, including shipping and any other sums due for the order.

12. Returns and cancellation

12.1 All our goods are bespoke and made to order, so we do not accept returns.

12.2 An order cannot be cancelled once production has started. If you cancel before production starts, we will refund your payment less any costs already incurred, including materials bought for your order.

12.3 Vintage rugs are one-off pieces sold as seen, with condition photographs provided before purchase.

12.4 If goods arrive faulty, meaning a manufacturing defect beyond the natural variation in clause 4 and not caused in transit or by installation, tell us in writing with photographs within 14 days of delivery. We will repair or replace the goods, or refund the price of the affected goods if repair or replacement is not possible. This does not affect a Retail Client's statutory rights (Part B).

13. Installation and care

13.1 Tiles must be installed by a qualified fitter, following our installation and sealing guidance. Check every tile before fixing; tiles that have been fixed are treated as accepted.

13.2 We are not responsible for installation, substrate, adhesive, grout, sealing or cleaning products, or for damage caused by them.

13.3 Rugs should be used with a suitable underlay and cleaned by a specialist. Some shedding in new hand-knotted wool rugs is normal.

14. Designs and intellectual property

14.1 All designs, patterns, drawings, tear sheets, Design Room images and photographs we create remain the property of Robert Emile, including designs created with you in the Design Room.

14.2 You may not reproduce our designs, or have them made by anyone else, without our written consent.

14.3 We may photograph and publish finished pieces and projects using our goods, without naming you, unless you ask us in writing not to.

15. Events outside our control

15.1 We are not liable for delay or failure caused by events beyond our reasonable control, including extreme weather, natural disaster, fire, epidemic, war, civil unrest, strikes, port or customs delays, carrier failure, power failure or shortage of natural materials. If such an event lasts more than 90 days, either of us may cancel the affected part of the order, and we will refund payments for goods not yet made, less costs already incurred.

16. Liability

16.1 Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

16.2 For business clients (Parts C and D), our total liability for any order is limited to the price paid for that order, and we are not liable for loss of profit, business, revenue, contracts or goodwill, project delays, or any indirect or consequential loss.

16.3 For Retail Clients, we are responsible for loss you suffer that is a foreseeable result of our breach of these terms, but not for business losses.

17. Personal data

17.1 We use your personal data to handle your enquiry and order, and as described in our Privacy Policy.

18. General

18.1 Notices must be in writing and may be sent by email to the address on the Order Confirmation.

18.2 If any part of these terms is found invalid, the rest remains in force. If we do not enforce a right straight away, we can still enforce it later.

18.3 These terms, the quotation and the Order Confirmation are the whole agreement between us for the order.

18.4 These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. A Retail Client living in Scotland or Northern Ireland may also bring proceedings in their local courts.

Part B · Retail clients

B1 These terms apply in addition to Part A when you buy as a private individual for your own home.

B2 Under the Consumer Contracts Regulations 2013, the usual 14-day right to cancel a distance purchase does not apply to goods made to your specifications or clearly personalised. Because all our goods are made to order, this right does not apply to them. It does apply to stock items we identify as such, which may be returned unused within 14 days of delivery at your cost.

B3 Your statutory rights are not affected. Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality, taking into account that they are handmade (clause 4). If goods are faulty, we will repair, replace or refund as the law requires.

B4 Prices shown to Retail Clients in the United Kingdom will state whether they include VAT.

Part C · Trade clients

C1 A trade account is available to interior designers, architects, hospitality groups, developers and other businesses buying for projects. Accounts are approved at our discretion. We may ask for proof of business, such as a company number, VAT number or professional membership.

C2 When you apply, you must confirm that you have read and accept these Terms of Trade. An account cannot be opened without that confirmation, and it applies to every order placed on the account.

C3 Trade prices are confidential to you. You may set your own prices to your clients.

C4 Where you order for a client, you are the buyer and are responsible for payment, specification, sample sign-off and accepting delivery, whether goods are delivered to you or to a project site. Your client does not become a party to the contract with us.

C5 You are responsible for checking quantities, dimensions and site conditions, and for passing these terms (in particular clauses 4, 5, 9 and 12) on to your client.

C6 The minimum order on a trade account is £1,500, plus VAT and shipping.

C7 We may suspend or close a trade account if payments are late or these terms are breached. Orders already confirmed remain payable.

C8 Late payments carry interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

Part D · Wholesale clients

D1 A wholesale account is available to retailers and stockists buying goods for resale. Clauses C1, C2, C3, C7 and C8 apply to wholesale accounts as well.

D2 There is no minimum order value on a wholesale account. Instead, each order line must meet the minimum order quantity (MOQ) for its product, as set out in your account terms. Current (draft) MOQs: rugs from our collections, 3 per design; bespoke or private-label rugs, 5 per design; zellige and bejmat, 10 m² per colour in full boxes; cement tiles, 20 m² per design; iron works, 2 per piece. Re-orders follow the same MOQs.

D2a Wholesale prices are at least 60% off our retail price, with further reductions based on your purchasing volume as set out in your account terms. Volume reductions are reviewed each year against your previous 12 months of orders. Wholesale prices are shown only to approved wholesale accounts. They are quoted EXW Marrakech (Incoterms® 2020), excluding VAT, freight, insurance, customs clearance and import duties, which are payable by you.

D2b A 50% deposit is payable on every wholesale order before production begins, and the balance before shipment. Orders over 50 units or 100 m² are scheduled into our next production cycle, usually 8 to 12 weeks from receipt of the deposit.

D2c Unbranded or own-brand (white-label) goods carry an MOQ 50% higher than the standard MOQ and a customisation fee, quoted per order.

D3 You may resell goods at prices you choose. You may describe them as "Robert Emile" and use the product images we supply for that purpose, but you may not present yourself as Robert Emile or as an agent of Robert Emile, or alter our marks.

D4 You are responsible for compliance with the laws and labelling rules of the countries where you resell, and for any warranty you give your customers beyond these terms.

D5 Because goods are made to order, we do not accept returns of unsold stock.

D6 You may use our logo on your website, shop and printed material for the goods you stock, following the brand guidelines we send on approval. We may withdraw this permission on written notice.

D7 Wholesale accounts are non-exclusive unless an exclusive territory is agreed in writing. An exclusive territory may be conditional on an agreed annual purchase volume and may be withdrawn if that volume is not met.

D8 Co-marketing, including launches, shop displays, sample walls and joint press, is agreed case by case in writing.

D9 You may not sell our goods on third-party online marketplaces without our written approval.

D10 Your wholesale account, prices and MOQs are confidential and are for your business only.