We will never sell or lease your personal information to third parties unless we have your permission or are required by law to do so. We will detail the way this website processes, stores & protects your user data. utan may collect the following information: Name & contact info including email address & phone number (at checkout or when you have entered this to be added to our newsletter); Demographic information such as your address and postcode & other information relevant to customer surveys and/or offers that you input and that becomes encrypted within Shopify.
So, what we do with the gathered information? We may use the information to improve our products and services & general online shopping experience with you including using the information required to ship orders to our customers. We share this information with our customer service partners and contractors in order to dispatch orders but do not give them permission to use data, other than to ship your order and email depending on your preferences.
Terms & conditions
After ordering online you will be asked to check all details before placing your order by clicking “check out” . We will send you an e-mail confirming your order, however please note that we shall not be responsible if our e-mail is identified by as junk mail and undelivered/miss-delivered which results in a non-collection at a local delivery office- please add us to your safe senders list and keep an eye out for your order confirmation and tracking links as Royal Mail will charge for postage for non delivery after 18 days at the post office. We cannot be held responsible for the price of the shipping in pound sterling for re-sending to a missed delivery or if an incorrect address is given. If a credit/debit card associated with a different currency used (we use UK pounds), additional charges could apply within your standard agreed banking charges, you will never be charged anything additional to what is shown at the final checkout. If an item is lost, stolen or untraceable by one of our chosen postal service providers (Royal Mail, DPD or occasionally UPS) we will gather some information to conduct a quick investigation to resolve this as quickly as possible so that we can claim for this and replace the items for you ASAP. We please ask for the opportunity for the postal service to fix their error in rare cases where they have lost the parcel through the postal network. We are not affiliated with Royal Mail, DPD or UPS but we send every item on a premium fully trackable service.
Ordering and cancelling
It is important to notify us by email on firstname.lastname@example.org for any return applications. If for any reason you are dissatisfied that the products are deemed to be faulty, you have the right to return them to us within 14 days from receipt of the goods. If you are returning goods they must be unused and unopened for hygiene reasons. We will reimburse the cost of the goods minus the postage and packaging costs incurred to send out your parcel, within 14 days after receiving the goods. Please ensure that the goods are stored safely and in appropriate conditions until they are returned to us. We reserve the right to reject the return of goods that are reasonably believed have been used, as they cannot be resold. For accepted returns we will process the refund within 7 days. We unfortnately cannot be held liable for returned goods that have been lost in transit- please send by tracked mail so you are insured (in case of any mishaps!).
On some occasions, orders or parts of an order may be cancelled by our system for the following reasons: Problems with processing payment information; unavailability of the item(s); inability to deliver to address provided; order duplication. Unfortunately, once an order has been placed it is unlikely we can amend it unless it is a pre-order that has not yet been dispatched- so please check your order carefully before submitting.
Important payment information
For 3D secure, your billing name and address must match that of the credit/debit card used for payment. We reserve the right to cancel any order that does not match these criteria.
Incorrect or miss delivered items or returns
Within the order packaging, you will find a dispatch note listing goods that you ordered. If the goods delivered do not match those listed, please notify us within 2 working days from the delivery by e-mailing email@example.com, where the parcel weight on dispatch & on Royal Mail's records will be investigated against the dispatch note and stock scan records. Provided that the goods are unused and have been stored safely and in appropriate conditions, we will replace the goods or send a refund. In the absence of your notice within a reasonable timeframe, we can not remain liable in respect of undelivered, incorrect or defective goods due to having a strict timeframe for raising a claim with Royal Mail. Please provide our customer service team with your order number and keep the original packaging of the items. Please ensure that the returned parcel is properly sealed and that you receive and retain proof of postage. If the return is accepted and if you have chosen a refund, we will process the refund (Minus postage & fees incurred to get the parcel to you) within 14 days of the goods of which, you will be notified by e-mail from customer service.
Damaged or faulty goods
If the goods we have delivered are damaged or faulty in any way, please notify us as soon as possible by e-mail on firstname.lastname@example.org alongside a picture of any Royal Mail tags & damages. Provided that the products are unused, we will look to replace (in part or full) the goods or offer you a full refund.