SHIPPING AND RETURNS
Once you have placed your order and payment has been received, we will process and dispatch your items within 2-3 working days.
We ship all UK orders via Royal Mail Second Class Delivery, usually arriving within 2-3 working days from dispatch.
If you require you items more urgently, please contact us and we will do our best to dispatch your items sooner. Or if you live locally we can arrange for the items to be collected.
If you wish to return a product, please contact us within 14 days of receipt of the item to organise a refund or exchange.
All items must be returned unused and unopened in their original condition.
Please note that we are unable to offer refunds on return postage costs unless the item is faulty.
How We Do It
Information I collect and why I use it:
When you make a purchase from me, though woodgrace.co.uk, you must provide me with certain information to enable me to fulfil that order. Details included in the order information are your name, email address, postal address, payment information, feedback, product reviews and the details of the items you wish to purchase. If you place a custom order and contact me directly you may also provide me with additional personal information.
I use your order information to fulfil any orders you place through the site, this includes:
processing your payment information
sending ‘thank you’ notes (hand written messages included in your order package)
sending dispatch notifications
providing you with invoices and order confirmations
Additionally, your order information will also be used for the following:
any communication with you regarding your purchase (e.g. to inform you of any delays or any issues with your order)
provide you with information or advertising relating to our products (when you have provided your affirmative consent, which you may revoke at any time, such as, signing up for my mailing list)
if necessary to comply with a legal obligation or court order or about a legal claim, such as retaining information about your purchases if required by tax law
as necessary for my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as:
1) providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services
When you visit woodgrace.co.uk, certain information is automatically collected about your device, the browser you are using, your IP address and location, the time and date you visited, the duration of your visit and your interactions on the platform.
Device information is collected using cookies. Cookies are implemented in every site built using Wix.com. Information on which cookies are stored on your computer can be found here: https://support.wix.com/en/article/cookies-and-your-wix-site
I can use this device information to improve and optimise my website, assess how customers interact and browse and assess the success of any marketing or advertising campaigns. Please note that none of this information is recorded formally by myself. I do not keep any device information.
Woodgrace.co.uk also includes certain Social Media features and widgets, such as the “Facebook Like” button, the “Share this” button or other interactive mini-programs (“Social Media Features”). These Social Media Features may collect information such as your IP address or which page you are visiting on the Website, and may set a cookie to enable them to function properly. Your interactions with these third parties’ Social Media Features are governed by their policies and not mine.
When you place an order online your payment details are processed via an independent payment service provider. I do not keep any personal payment information.
All direct payment gateways offered by Wix.com and used on my website adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
Information Sharing and Disclosure:
Any information received from customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to:
(a) respond to legal process or to government requests;
(b) enforce my agreements, terms and policies;
(c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or
(d) protect the rights, property, and safety of my customers, or others.
Woodgrace.co.uk is hosted on the Wix.com platform. Wix.com provides me with the online platform that allows me to sell my products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
Transfers of Personal Information Outside the EU:
I use Google Gmail and Apple iCloud services. These services along with Wix.com, store and process your information through hosting services in the US and other jurisdictions. As a result, your personal information is transferred to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If I am deemed to transfer information about you outside of the EU, I rely on Privacy Shield as the legal basis for the transfer, as Gmail and Wix.com are Privacy Shield certified. To learn more about the Privacy Shield Framework, visit the U.S. Department of Commerce’s Privacy Shield List, here. Please also see the privacy policies for the above companies and services.
If you reside in certain territories, including the EU, you have several rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Except in exceptional circumstances (for instance where I am required to store data for legal reasons) I will generally delete your personal information upon request.
Objection. You can object to:
(1.) my processing of some of your information based on my legitimate interests
(2.) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons
Complaints. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
Alternatively, you can mail me using the address below:
3 Oakwell Road, Norton, Stockton-On-Tees, TS20 1HL, United Kingdom