TALES House London

Terms of use

The rules for using our website, visiting the House, booking events and buying from our online store.

Last updated 13 October 2026

Contents

About these terms

These terms apply when you use taleshouselondon.co.uk, book a VIP pass, visit TALES House, ask to host an event or buy from our online store. By using the website or our services you agree to them, so please read them carefully. If you do not agree, please do not use the website.

Who sells the products. The products at TALES House, in the House and online, are sold by the independent brands that make them. Each brand is the seller of record for its own products. TALES House (Bellafricana UK Limited) sells and takes payment on the brand’s behalf, as its agent, and looks after your order, delivery, returns and refunds for the brand.

Brands that join TALES House as residents or partners sign a separate agreement. Where that agreement and these terms differ, the agreement wins.

Who we are

TALES House London is a shop, gallery and event space for independent African brands at 28 Cavendish Square, London W1G 0DB. It is run by Bellafricana UK Limited, a company registered in England and Wales.

You can reach us at info@taleshouselondon.co.uk or by writing to TALES House, 28 Cavendish Square, London W1G 0DB.

Using our website

You may use the website for your own personal, non-commercial use. Please do not:

use it in a way that breaks the law or is fraudulent;
try to get unauthorised access to the website, its servers or any account that is not yours;
introduce viruses or other harmful code, or overload the website on purpose;
copy, scrape or reuse our content, images or product listings without our written permission.

We work to keep the website available and accurate, but we cannot promise it will always be uninterrupted or free from errors. We may change, suspend or remove any part of it at any time.

If you create an account, keep your login details private. You are responsible for what happens under your account, and you should tell us straight away if you think someone else is using it.

VIP passes and visiting the House

A VIP pass is free and lets you and the guests on your booking visit TALES House on the date you choose. Opening hours are 11:00 to 20:00, Monday to Sunday, unless we tell you otherwise on the website.

Please bring your pass (on your phone is fine) and check in when you arrive.
A pass is personal to you and cannot be sold or transferred.
Activities such as Spin the wheel, tastings and gifts are offered while available, may change without notice, and have no cash value.
We may change or cancel a booking if we need to close or limit numbers, for example for a private event or for safety reasons. We will let you know as early as we can.
Please treat our team, the brands, other guests and the products with respect. We may ask anyone who does not to leave.
Children are welcome when accompanied by an adult who is responsible for them.

Photography and filming

We sometimes take photos and video in the House and at events, and may use them on our website, social media and marketing. If you would prefer not to be photographed or filmed, please tell a member of our team. If you see yourself in something we have published and would like it removed, email us and we will take it down.

You are welcome to take photos for your own use. Please ask before photographing other guests up close, and ask the brand before photographing their products for commercial use.

Hosting an event

Sending a request through our Host your event form does not confirm a booking. A booking is confirmed only when we confirm it to you in writing. We will agree the date, times, numbers and any conditions with you before the event.

Hosting at TALES House is free unless we agree otherwise in writing. You are responsible for your guests and for leaving the space as you found it, and for any damage caused by you or your guests beyond normal wear and tear.

Buying from our online store

Products in our online store are made and sold by the independent brands we work with. Each product page shows which brand sells it. When you buy, your contract for the product is with that brand. TALES House (Bellafricana UK Limited) acts as the brand’s agent: we run the store, take your payment, and handle delivery, returns and refunds on the brand’s behalf. Our own services, such as the website, payment handling and delivery arrangements, are provided by us.

Prices are in pounds sterling and include VAT where it applies. Delivery charges are shown before you pay.
Product details: we try to show products accurately, but colours can look different on screen, and handmade pieces may vary slightly. Sizes and measurements are given as a guide.
Your order: placing an order is an offer to buy from the brand. A contract is formed when we email, on the brand’s behalf, to confirm your order has been accepted. We may decline an order, for example if an item has sold out in the House or a price was clearly wrong; if so we will tell you and refund anything you have paid.
Payment is taken by TALES House on the brand’s behalf, securely through Stripe, when you place your order. We accept major cards, Apple Pay and Google Pay. Paying TALES House counts as paying the brand.

Delivery and Click & Collect

We currently deliver within the United Kingdom only.

Click & Collect from 28 Cavendish Square: free. We will email you when your order is ready. Please bring your order confirmation, and collect within 14 days, after which we may cancel the order and refund you.
Royal Mail Tracked (3-5 working days): £7.95, free on orders over £350.
Royal Mail Tracked Next Day: £9.95. Order before 1pm on a working day for dispatch the same day; orders after 1pm, or at weekends and on bank holidays, are dispatched the next working day.

Delivery times are estimates from Royal Mail and start once your order is dispatched. The items become your responsibility once they are delivered to the address you gave us, or handed to you when you collect.

Changing your mind, returns and refunds

Online orders. You can cancel your order for any reason within 14 days of receiving it. Tell us by emailing info@taleshouselondon.co.uk with your order number, then return the items within 14 days of telling us, either by post or to the House. Items should be unused and in their original condition and packaging. Unless the item is faulty or not as described, you pay the cost of sending it back.

We handle cancellations, returns and refunds for the brands, so you deal only with us. We will refund the price of the items and the standard delivery charge within 14 days of receiving them back (or of you showing proof you sent them), to your original payment method. We may reduce the refund if the item has been used or handled more than you would in a shop.

For hygiene reasons, the right to cancel does not apply to sealed items such as skincare, cosmetics, fragrance or food once the seal has been opened, or to items made or personalised to your specification.

Faulty items. If something is faulty, damaged or not as described, contact us and we will sort it out with the brand for you. The brand, as seller, is responsible for its products meeting your legal rights. Your rights under the Consumer Rights Act 2015 are not affected by anything in these terms.

In-store purchases are also sold by the brands, with TALES House taking payment at our till as their agent. If you change your mind, you can exchange an item or get store credit within 14 days with your receipt, as long as it is unused and in its original condition. This does not affect your legal rights if an item is faulty.

Our content

The website, its design, text, photographs, videos, logos and the TALES House name belong to us, to the brands we work with or to our licensors. You may view and share links to our pages, but please do not copy or use our content for any other purpose without our written permission.

Links to other websites are there for your information. We are not responsible for their content or how they use your information.

Our responsibility to you

Each brand, as the seller of record, is responsible for its products, including their quality, safety, labelling and description. TALES House is responsible for the services we provide: the website and store, taking payment, delivery arrangements, the House and our events.

If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses: our website and store are for personal use.

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law, including your rights as a consumer.

Your privacy

How we use your personal information is explained in our Privacy policy.

Changes to these terms

We may update these terms from time to time. The latest version will always be on this page, with the date it was last updated. The terms in force when you place an order or make a booking apply to that order or booking.

Law and complaints

If you have a complaint, please email us first and we will do our best to put it right. These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts where you live.