Acceptable Use

This policy explains what we ask of you when you use our website, our store, our reviews, and any direct contact with us. It also explains what we may do when these expectations aren't met. We believe in clear rules over surprises. The rules below apply to everyone: customers, browsers, journalists and visitors. They exist to protect our customers, the brands we work with, and Ricki Robin.

What this policy is

This is the Acceptable Use Policy for ricki-robin.store and any associated services Ricki Robin Ltd operates, including reviews, customer support contact, and direct communications with us.

It applies to anyone who uses these services. By using any Ricki Robin service, you agree to follow this policy. If you don't agree, the right step is not to use the service.

This policy reflects Ricki Robin's responsibilities under the UK Equality Act 2010, the UK Online Safety Act 2023 and other applicable laws. It does not replace your statutory rights as a consumer.

Using our website and store

You are welcome to:

Browse the store and view product information.
Place orders for personal use.
Contact our support team with questions.
Submit reviews of pieces you have bought.
Refer friends to the brand.
Share our pages on your own social channels, with credit and a link back.

You must not:

Use scrapers or other automated tools to copy our designs, product images or product listings in bulk without our written permission. Search engines and AI assistants reading our public pages are welcome, as are agents acting for a buyer through our agent guide.
Probe, scan, or test the security or vulnerability of our website without our written permission.
Attempt to bypass our checkout, payment processors, or order systems.
Place orders using stolen payment information, false identities, or addresses you do not control.
Interfere with how the site loads for other users, for example through denial-of-service, rate flooding, or scripted abuse.
Use our brand name, logo or any associated mark commercially without our written permission.

Reviews and ratings

If you bought a Ricki Robin piece, we'd be glad to hear what you think. Honest reviews, whether positive, negative or mixed, are the most valuable feedback we receive.

When you leave a review, you must:

Have actually purchased the piece you are reviewing.
Speak from your own experience.
Be truthful about the piece, the fit, the print quality, and the service.

You must not submit reviews that:

Are written on behalf of someone else.
You have been paid for, asked to write, or incentivised to write.
Are off-topic: about another product, a competitor or a service we don't offer.
Are defamatory, threatening, harassing, hateful, sexually explicit, or that target an identifiable individual at the brand.
Name other customers, leak private information, or include personal data of third parties.
Exist primarily to advertise another product, service, or website.

We retain the right to remove any review that breaches these rules, and to suspend accounts that repeatedly do so.

Communicating with us

When you contact us by email at support@ricki-robin.com, by phone or through our social channels, we ask that you keep the conversation respectful and on-topic.

You must not:

Use abusive, threatening, hateful, or harassing language toward our team or our designers.
Discriminate against any team member or designer on the basis of race, ethnicity, national origin, religion, age, sex, sexual orientation, gender identity, disability, or any other protected characteristic under the UK Equality Act 2010.
Send unsolicited commercial messages, sales pitches, or spam through our support channels.
Use our support channels to communicate with parties unrelated to your order or to Ricki Robin.

We will end any conversation that crosses these lines. We may also block the account or address from further contact and, in serious cases, refer the matter to the appropriate authority.

Brand intellectual property

The name Ricki Robin, the Ricki Robin wordmark, and the designs and copy on this site are owned by Ricki Robin Ltd or used with the permission of the brands whose collections we host. RICKI ROBIN is a trade mark application under examination at the UK Intellectual Property Office (application number UK00004384726). All rights reserved.

You may:

Quote our pages and product copy in editorial coverage with attribution.
Share photographs and screenshots of pieces you have bought, including on social media.
Tag us, link to us, and refer to us by name.

You may not:

Reproduce, adapt or use our brand assets for commercial purposes without our written permission.
Create products, listings, or services that imply an endorsement, partnership, or affiliation that does not exist.
Apply for trade marks, domain names, or social handles that copy or closely resemble our brand identifiers.

What we may do if you breach this policy

If you breach this policy, we may take any of the following steps, in proportion to what happened:

Edit or remove a review, message, or other submission.
Cancel an order.
Refund and block the account from future purchases.
Suspend or terminate your customer account.
Report the breach to the relevant payment processor, social platform, or hosting provider.
In serious cases involving threats, fraud, or unlawful content, refer the matter to the police or another authority.

We will tell you what we have done, why, and how to appeal.

How to appeal

If we have removed your content, cancelled your order, or restricted your account, and you believe we have made a mistake, write to support@ricki-robin.com with the subject line "Appeal" within 14 days of being told.

Please tell us:

What was removed or restricted.
Why you believe the decision was wrong.
Anything we should have known but didn't.

We will look at the case again and aim to reply with a final decision within 7 working days. If you remain unsatisfied, you may have further rights under UK law. See "Reporting unlawful content to authorities" below.

Reporting someone else's breach

If you see a review, comment, or piece of content on Ricki Robin that breaches this policy, please tell us. Write to support@ricki-robin.com with:

A link to the content.
A short description of why you believe it breaches this policy.
Your contact details, so we can reply. You can ask to remain anonymous in any public follow-up.

We will read every report. If the content breaches the policy, we will remove it. If it does not, we will reply explaining why we have left it.

Reporting unlawful content to authorities

If you believe content on Ricki Robin is unlawful (for example, it is defamatory, threatens violence or breaches your intellectual property), you may also report it directly to:

Ofcom for concerns under the Online Safety Act 2023, via ofcom.org.uk, or your local police force for individual matters.

Updates to this policy

We may update this policy from time to time as the brand grows or as the legal landscape changes. Material changes will be summarised on this page. Continued use of our services after an update constitutes acceptance of the updated policy.