Shop Policies: Privacy, Returns and Postage
The information we collect:
If you shop with us at an event we use Shopify or SumUp card readers to process card payments. We do not collect or store any personal or card details, these are held and processed by Shopify or SumUp (please refer to Shopify/SumUp’s individual Privacy Policies for further information).
Newsletters, Clubs and Promotions:
When you provide your email address to subscribe to any of these marketing initiatives your consent is implied to receive marketing emails and we promise we will send no more than 2 marketing emails per month, you can of course choose to unsubscribe from these emails at any time using the Unsubscribe feature at the bottom of the email newsletter.
Why do we need this information and how is it used?
Your name and delivery address is used solely to allow us to process your order when you shop online. We will only pass this information to Royal Mail or a courier company as required to deliver your order.
If we run a giveaway via social media we will request the winners name and address to send the giveaway item and we will destroy any records of this other than those that are required for accounting purposes.
We use your email address if we need to contact you about an order or to send invoices for yarn clubs or special promotions such as our advent calendar payment scheme (if applicable). We will also use your email address if you have specifically given it to us in order to sign up for our email newsletter, but we will only use it for the purposes of sending these newsletters.
We will not provide your email address or personal details to anyone else without your knowledge and consent and we will never sell email addresses to any third party organisations.
How is your data stored?
All of your data is stored on secured private devices (laptop/desktop pc or mobile phone) which are protected by password or finger print. These devices are not shared with any person unaffiliated with our business. Regular reviews of information held will be conducted and anything no longer required for accounting purposes will be deleted from digital files and if a hard copy is present it will be shredded.
We have an email account through our domain provider Whois and Gmail where we store all correspondence with customers/order details. Once we consider that emails are no longer relevant we delete them. All email accounts are password protected. Please refer to Whois/Gmail individual Privacy Policies for further information.
How long do we keep your information?
Information that is required for accounting purposes is held for six years then will be shredded. Email addresses are held as long as required for purposes of yarn clubs or special promotions. In relation to our Newsletter your email address is held digitally until you choose to unsubscribe. When email conversations are considered no longer relevant these are deleted (these are held no longer than 6 months).
If you wish to have any of your personal data amended or deleted please contact us by email firstname.lastname@example.org. Please state GDPR in the email title.
You can unsubscribe from our email newsletter using the link at the bottom of the email, if you have previously made a purchase you will however still be registered as a customer of the website unless you request deletion.
Please note order information required for accounting purposes is held for six years and cannot be deleted in line with accounting regulations.
In the event we encounter a data breach we will contact any affected persons to advise of the nature of the breach and any likely consequences.
We are happy to answer any other queries you may have in relation to your privacy if you wish to contact us by email.
We fully comply with the Distance Selling Regulations and as such you can return your item to us within 14 days provided it is in it's original packing, unused and in a resellable condition. We do not pay return postage costs unless the item is faulty. Once we have received the returned item we will process your refund.
We cannot accept any returns on Dye to Order or pre-order listings, wholesale orders or Clubs or items that are sold as lucky dip or mystery items (unless said item is faulty).
We are unable to do a post run daily but we aim for at least 3 per week. All items will be posted Royal Mail Second Class or Standard Airmail. We can arrange other expedited services on request please contact us to obtain a quote. When we have prepared your order for dispatch you will receive a dispatch email from us.