Terms of service

Terms of Service
Dove & Loom – a service of K&E Commerce Limited
Last updated: 16 September 2026 · Version 2.0

1. Scope and provider
These Terms of Service ("Terms") apply to all orders you place as a customer through the Dove & Loom online shop ("Shop").
The operator of the Shop and your sole contractual partner is K&E Commerce Limited, Unit 1603, 16th Floor, The L. Plaza, 367–375 Queen's Road Central, Sheung Wan, Hong Kong (email: support@doveandloom.ch). "Dove & Loom" is operated by K&E Commerce Limited. Full provider details can be found in our Legal Notice. The Shop is technically operated via the Shopify platform (see section 15).
The Shop is aimed at consumers (natural persons purchasing for private purposes) in the delivery countries offered in the Shop or during checkout. Commercial resale of our products is not permitted without our prior consent.
The version of these Terms valid at the time of your order applies.

2. Conclusion of the contract
The presentation of products in the Shop does not constitute a legally binding offer, but a non-binding invitation for you to place an order.
By submitting your order via the corresponding order button, you make a binding offer to purchase. Immediately afterwards, you will receive an automatic confirmation of receipt by email. This only documents that we have received your order and does not yet constitute acceptance.
The purchase contract is only concluded when we expressly accept your order or notify you of the dispatch of the goods by shipping confirmation. We reserve the right to decline an order without giving reasons; in this case, no contract is concluded and any payment already made will be refunded immediately.

3. Products and product presentation
We strive to depict our products as accurately as possible. However, colour, texture and size details may vary within customary limits due to devices, settings and manufacturing. Such deviations do not constitute a defect, provided they are customary and reasonable.
Descriptions and images do not constitute a guarantee of quality. A guarantee only exists if we expressly provide one for a product in writing and designate it as a "guarantee".

4. Prices
All prices are stated in the currency shown in the Shop and include the applicable statutory value added tax or sales tax, where applicable.
Shipping costs, where applicable, are shown separately in the checkout before you complete your order. The total price shown at the time of the order is decisive; it is listed in your order confirmation.
We may change prices, discounts and promotions for future orders at any time. Separate conditions may apply to a promotion; in the event of conflicts, the promotion conditions take precedence over these Terms.

5. Payment
The payment methods shown in the checkout are available to you. Payments are processed by the payment service providers indicated in the checkout. The terms of the respective payment service provider may additionally apply to individual payment methods.
The purchase price is due for payment upon conclusion of the contract. We generally deliver against advance payment. You warrant that you are authorised to use the chosen means of payment and have sufficient funds.

6. Delivery and delivery time
Some orders are shipped directly by our logistics partners and may be sent from abroad; as a result, delivery times may be longer than for purely domestic shipping.
The estimated delivery time is shown on the product page and/or in the checkout and is usually 8–16 business days from conclusion of the contract or receipt of payment. All delivery times are approximate unless we have expressly confirmed a binding delivery date. Partial deliveries are permitted and free of charge for you, provided this is reasonable for you.
If we are in default of delivery, you may set us a reasonable grace period. If this period expires without success, you are entitled to withdraw from the contract and to reclaim any payments already made. Mandatory statutory rights in the event of default remain unaffected.

7. Taxes and import
All prices include the applicable statutory value added tax or sales tax, where applicable. The total amount shown in the checkout is the final price you pay.
Unless expressly stated otherwise in the checkout, no additional fees charged by us will be incurred upon delivery. Mandatory statutory taxes, customs duties or import charges of the respective country of delivery remain reserved.

8. Transfer of risk
When we ship to consumers, the risk of accidental loss and accidental deterioration of the goods generally only passes to you upon delivery of the goods to you, unless mandatory applicable consumer law provides otherwise. Until then, we bear the transport risk.

9. Right of withdrawal for consumers
Consumers resident in the European Union have a statutory right of withdrawal. Customers resident in Switzerland and Liechtenstein are granted – although we are not legally obliged to do so – the same voluntary 14-day right of return under the conditions below. Mandatory further consumer rights of the respective country of delivery or residence remain unaffected.

Withdrawal information
Right of withdrawal: You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. In the case of multiple goods ordered in one order and delivered separately, the period expires 14 days after the day on which you acquire physical possession of the last good.
To exercise the right of withdrawal, you must inform us – K&E Commerce Limited, Unit 1603, 16th Floor, The L. Plaza, 367–375 Queen's Road Central, Sheung Wan, Hong Kong, email: support@doveandloom.ch – of your decision to withdraw from this contract by an unequivocal statement. The easiest way is by email to support@doveandloom.ch. You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal: If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest, insofar as this is legally permitted.
You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. Please contact us at support@doveandloom.ch before returning anything, so that we can provide you with the return address for your order and the next steps. You will bear the direct cost of returning the goods, insofar as legally permitted. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exclusion / expiry of the right of withdrawal: The right of withdrawal does not apply in particular to sealed goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery, or to goods made to the consumer's specifications or clearly personalised, insofar as such an exclusion is permitted under applicable law.

Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract – the easiest way is by email.)
To: K&E Commerce Limited, Unit 1603, 16th Floor, The L. Plaza, 367–375 Queen's Road Central, Sheung Wan, Hong Kong – support@doveandloom.ch
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: __________
Ordered on (*) / received on (*): __________
Name of consumer(s): __________
Address of consumer(s): __________
Date, signature of consumer(s) (only if this form is notified on paper): __________
(*) Delete as appropriate.

10. Warranty / rights in the event of defects
The mandatory statutory provisions on warranty and rights in the event of defects under the applicable consumer law apply.
For consumers in the European Union, the statutory rights in the event of defects mandatorily provided for there apply in particular. If the delivered goods are defective, you are entitled within the statutory framework to a remedy, in particular repair or replacement, and – under the respective statutory conditions – to a price reduction or withdrawal from the contract.
Please contact us at support@doveandloom.ch. Mandatory statutory warranty rights are not restricted by these Terms.

11. Retention of title
The delivered goods remain our property until the purchase price has been paid in full, insofar as this is permitted under the applicable law.

12. Liability
We are liable without limitation for damage resulting from injury to life, body or health, for damage based on intent or gross negligence, and in accordance with the provisions of the mandatorily applicable product liability law.
For slightly negligent breaches of essential contractual obligations, our liability is limited – insofar as legally permitted – to the foreseeable damage typical for the contract.
Any further liability is excluded, insofar as such an exclusion is legally permitted. Mandatory statutory liability provisions in favour of consumers remain unaffected.

13. Intellectual property
All content of the Shop – in particular texts, images, graphics, videos, the design as well as the "Dove & Loom" brand and associated logos and slogans – is protected by copyright, trademark or other intellectual property rights and belongs to K&E Commerce Limited or its respective licensors.
You are only granted the right to use the Shop for your personal, non-commercial use. Any further use requires our prior written consent.

14. Customer reviews and contributions
If you submit reviews, comments, images or other content, you warrant that you hold the necessary rights and do not infringe the rights of third parties.
You grant us a simple, free, temporally and geographically unlimited right to use such content for marketing and operational purposes, insofar as legally permitted.
We are entitled, but not obliged, to review submitted content and to remove unlawful, offensive or otherwise inappropriate content.

15. Relationship with Shopify
Dove & Loom is technically operated on the Shopify platform, which enables us to provide the Shop. However, all purchase contracts are concluded exclusively between you and K&E Commerce Limited.
Shopify is not a party to the purchase contract concluded between you and us. The use of individual services provided by Shopify or other payment service providers may additionally be subject to their respective terms.

16. Data protection
The processing of your personal data is governed by our Privacy Policy. As the Shop is operated via Shopify and we may use further service providers for payment processing, shipping, analytics and other operational purposes, personal data may also be processed by these service providers. Details can be found in our Privacy Policy.

17. Out-of-court dispute resolution
Unless there is a mandatory legal obligation, we are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.
Mandatory rights of consumers to access statutory complaint, conciliation or dispute resolution procedures remain unaffected.

18. Applicable law and place of jurisdiction
The law of the Hong Kong Special Administrative Region of the People's Republic of China applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG).
For consumers, however, this choice of law only applies insofar as it does not deprive them of the protection afforded to them by mandatory provisions of the law of the country in which they have their habitual residence.
The place of jurisdiction is – insofar as legally permitted – Hong Kong. For consumers, the respective mandatory statutory places of jurisdiction apply; in particular, existing statutory rights to assert claims at their own place of residence are not restricted by this clause.

19. Final provisions
Should individual provisions of these Terms be or become invalid, the validity of the remaining provisions shall remain unaffected, insofar as legally permitted.
We reserve the right to amend these Terms with effect for the future. The version published at the time of the order is always decisive for an order. We will inform you of material changes in accordance with the statutory requirements.

Contact
K&E Commerce Limited
Unit 1603, 16th Floor, The L. Plaza
367–375 Queen's Road Central
Sheung Wan, Hong Kong
Email: support@doveandloom.ch
Full provider details in the Legal Notice.