Call us +44(0)1993 771715

Welcome to Cotswold Kids

     

CUSTOMER SERVICE - OUR TERMS & CONDITIONS

Please take a few minutes to read through these terms and conditions before ordering.  Questions? Please do contact us – we will be happy to help!

These terms apply in general to UK customers – we may quote exceptions regarding delivery costs and timescales for UK customers living in outlying areas, and overseas customers, and these are noted where applicable.  

CONTENTS:

1) Privacy, Security & Cookie Policy

2) Our Ordering & Delivery process, including prices and payments

3) Delivery/Shipping Charges

4) Returns Process & Cancellations - UK customers

 

1) PRIVACY, SECURITY & COOKIE POLICY

Privacy

We will not pass on nor sell your information to any 3rd parties.  We use your data only for order processing and our own marketing purposes, and may email you directly from time to time.  We may use 3rd party tools such as Constant Contact and MailChimp to manage our emailing list, and may use 3rd party survey tools in future also.  We may use your data in conjunction with these tools, but they are used securely and not shared with anyone else.  You may unsubscribe at any time.

Security

Payments are processed via PayPal’s Braintree service.  None of your payment data is held by us at any time, unless you elect to pay over the telephone.  Braintree conforms to the highest levels of data security, using complex encryption technology and is a Level 1 PCIDSS Compliant Service Provider, which means that your card validation code (CVV) is never stored.

When you proceed to payment, your card details will be validated and pre-authorised outside our website by PayPal’s Braintree payment processor; payment is not taken immediately but is encrypted and stored securely until your order is finalised, at which point payment can be taken.  Sufficient data will be stored to enable a subsequent refund, should it be required, but no further payments can be taken over and above the amount initially authorised by you.

For payments made by telephone, we conform to the PCIDSS rules and standards laid down by the UK banking regulatory authorities, and only record the essential data manually until the payment is processed.  We immediately destroy your CVV details and retain only enough of your card number to ensure, if a refund is required later, that the correct card is used: under these circumstances we may contact you again to confirm the full card number and expiry date needed for a refund to be processed.

Cookie Policy

We use cookies for limited purposes only:

-        to facilitate your shopping experience by storing your login details and shopping basket, plus details of your wish-list, comparison items or products you elect to email to a friend

-        to enable Google Analytics to report on the effectiveness of our website content in attracting visitors (no personal information is captured)

-        to enable Google Analytics to report on the general geographical location of visitors to our website (no personal information is captured)

-        social media cookies enable you to share your activity on Cotswold Kids with others in your circle – these are outside of our control and we recommend you  refer to the cookie policies of the relevant organisations

-        note that by deleting or disabling cookies you may not be able to use certain features on our website

-        the use of cookies is necessary for online shopping with us - if you would prefer to shop in person or via mail order, you are welcome to visit our sister store, The Little Emporium, or contact us on +44(0)1993 771715

 

2) ORDERING & THE PAYMENT PROCESS

Ordering

All our items are described as accurately as possible.  Colours may not match exactly as presented on your device so if you require a colour match, please contact us before ordering.

It’s possible that an item in your online basket might be sold while you are browsing.  Please rest assured that we will let you know if we have sold out completely and you will have the option of changing or cancelling your order.

When we receive an order from you, an email confirming the details will be sent to you.  At this point the order has not yet been formally accepted, as we must first check availability of your required items and ensure we can supply using your required delivery method and timescale (if stated).  At this point we may contact you to check the details of your order, to provide a lead-time for made-to-order items if different to that stated in the product description, or to offer alternatives if an item or items ordered are no longer available.  NB: For personalised items - We will always confirm the personalisation details of an order with you before it is finalised.  Please take extra care to ensure this information is correct, as once the work has been commissioned, we may not be able to change it.

For certain UK postcodes in remote areas, the Channel Islands and overseas customers, we may need to quote for additional shipping charges that we may incur, we so will not process payment until you have accepted our terms, and may need to issue a further invoice for payment of any additional charges before we ship.  Please note that we do this only for any actual additional cost incurred by us and do not profit from this.

Provided we are able to supply the goods as ordered in a reasonable timescale, or you have confirmed acceptance of alternative product(s), we will process your order and take payment.  Once payment has cleared, in the case of items that are in stock, we will send your order by your chosen service and send an email to confirm shipment, including tracking information, where applicable.  Should you have elected to collect in-store, we will confirm by email when the goods are ready.  For made-to-order or personalised goods, we will advise you by email when shipment has been made or when the goods are ready for collection.

Payment

We use secure payment processor Braintree from PayPal to process payments, but do not aim to finalise the payment until we are able to confirm imminent shipment, or (for personalised or made to order products) have commissioned your item to be made.  Should we be unable to supply part or all of your order, with your agreement we will either cancel the entire transaction or amend the amount to be charged.  Should the payment have inadvertently been finalised and a problem be discovered that requires us to cancel your order, or should you cancel your order prior to shipment, we will refund or reverse the transaction.  We do not have any control over the period it may take PayPal to either charge or credit your account or card.  Note that payment for made-to-order or personalised items cannot be cancelled.

Should your order qualify for a reduction in our standard shipping charges (for example, for a light-weight item that states in its product description that a reduced shipping charge applies), we will either reduce the total amount charged, or will ensure a refund is made for the difference between the default shipping charge and the stated reduced charge.

Prices

The price of any products quoted on our site may change from time to time, so you will be charged the amount quoted, except in the situation of an obvious error on our part – for example, if something is mis-keyed and clearly an error, Trading Standards state we are within our rights to inform you of the mistake and allow you the right to proceed at the correct price, or offer to cancel your order. 

Delivery of your order

For orders to a UK address, a signature will usually be required on delivery.  If you wish your order to be delivered to a neighbour in case you are out, please email us or add a comment to your order.  Alternatively, you may wish to provide an alternative delivery address, eg. a work place, where the item can be signed for.

Account address vs delivery address

We are usually able to send items to an alternative address, provided your account/billing address for your bank account or payment card matches the one billing address.  The delivery address will dictate the shipping cost.

If your order is a gift and we are sending it out on your behalf, please state this on your order and we will not include price information.  (If you wish, you can add gift-wrap and a message to your order).  It’s important to note that our sales contract remains with you, so should there be any problem with the delivery, you must contact us in case of any exchange or return that may be required. 

Overseas customers please note:

All prices and your order’s final value are in British pounds (£UK/GBP).  The actual amount charged to your bank account or card will depend on the exchange rate applied by your bank or card issuer.  If your order is over a certain value or weight, we may need to quote a higher shipping charge – you will then have the option to cancel or to provide payment details to cover any agreed additional costs.

Should the package be subject to an import tax or duty, this will be your responsibility.  This is outside of our control.  We recommend you check with your country’s regulations prior to placing your order, as ordering from us will imply your acceptance of such local charges.

Certain items may be prohibited for importation into your country eg. wooden items.  Again, it is your responsibility to ensure your order can legally be imported as we cannot be responsible for goods stopped in Customs nor can we provide refunds.

Certain items may be prohibited for importation into your country eg. wooden products.  Again, it is your responsibility to ensure your order can legally be imported as we cannot be responsible for items held in customs or returned to us for this reason.

 

3) DELIVERY/SHIPPING CHARGES

We aim to charge a fair price to cover our own reasonable costs of packing and posting your order by a signed-for service.  For items that are light in weight and the packaging within certain size limits, the lower charge should be made.  However, if the system calculates the higher rate  and our charges to you are more than 50p lower than our actual costs (including the packing materials), we will refund the difference if you have paid using Paypal, or will allow a credit against your next order.

Some items may be shipped direct from our supplier to you; in which case we are charged a fixed amount but only charge you at our published prices.

UK mainland orders

Lightweight orders - £2.95

Standard postage - £4.95

Orders are usually sent by the Royal Mail ‘signed for’ service; in due course we may introduce a courier service and these terms will be updated.

Urgent orders required the next day must be received by noon Monday to Friday and will be sent by Royal Mail Special Delivery – if you do not receive a confirmation of shipment by 4pm please telephone us on +44(0)1993 771715 in case our systems are down or the shop has been particularly busy.  Note that orders placed on a Friday for Saturday delivery will incur the £3 surcharge imposed by Royal Mail, otherwise they will be guaranteed for Monday delivery by 1pm.  We are not always able to post items on a Saturday for guaranteed Monday delivery so please telephone before 11am if you need this service and we may be able to arrange this.  Urgent orders placed on a Sunday will be shipped on the Monday for Tuesday delivery (with the exception of Bank Holidays).

Special delivery - £8.95

Add £3 to these charges for guaranteed Saturday delivery (payment may be required by phone as we cannot surcharge your original payment)

The Special delivery 9am service could also be possible, but we would recommend ordering by telephone under these circumstances – the current surcharge is around £15 but this could depend on the size and weight of the parcel.

Overseas Orders

Please note we may charge a reduced fee should you order be light in weight:

Standard to EU countries - £11.95

Rest of the World - £13.95

We reserve the right to quote for additional shipping costs should your order be unusually large or heavy.

We cannot currently offer an express service, but you are welcome to appoint your own courier and arrange collection at your own cost.  Please contact us to discuss.

Please note that we cannot ship goods where there is any fraud alert from our payments processor.  We are unable to take payment by telephone for overseas orders for this reason, unless you are using American Express and are having the goods delivered to the card-holder’s address.

 

4) RETURNS PROCESS & CANCELLATION – UK CUSTOMERS ONLY

Your Right to Cancel

Your consumer rights mean you may cancel your order for qualifying goods*, should you change your mind.  *Qualifying goods are items that are not personalised nor made to order especially for you.  Cancellation must be made in writing, quoting your order number, within 14 days of purchase.  If your order has not yet been shipped (or commissioned in the case of personalised or made to order goods), the full amount charged will be refunded.  Orders for personalised or made-to-order goods cannot be cancelled once we have accepted your order and their manufacturer is in process. 

Returns Procedure

In the first instance, please email or telephone us, quoting your order reference number stating what you wish to return and why.  We will do our best to rectify any issues or can offer alternatives if acceptable.  We may need to make an additional shipping charge for replacement goods, unless the original item was faulty.

We will advise you of the return address on acceptance of your return request and may provide a returns authorisation number to be noted on the packaging.  For faulty items sent direct from our suppliers, we may provide their address for the return, or they may be able to arrange collection.  PLEASE AWAIT OUR ACKNOWLEDGEMENT EMAIL FOR INSTRUCTIONS.

Goods must be returned within 14 days of receipt.  The goods must be in original, saleable condition with tags and original packaging intact, with no marks or odours and unused/unworn. Clothing should be carefully repacked to avoid excessive creasing.  The original purchase price of the goods (in the above condition) will be refunded on safe receipt by us.  As we have incurred costs, we are unable to refund our outgoing shipping charges, unless the entire order was faulty.  For your own protection,   it’s important that you request proof of posting and that you are covered in case of loss, as we cannot be held liable for items lost or damaged during their return to us.  We cannot refund the goods unless they are safely received by us in original saleable condition, having been returned to us within 14 days of you having received them.   We may ask you to provide proof of postage in case of late receipt.

Refunds will usually** be made within 3 working days of receipt of goods in original, saleable condition and we will confirm when complete.  The amount of time it takes for your refund to appear on your card or in your account may vary depending on the systems that link our payment system to your bank’s or card issuer’s systems.  

Any items returned without authorisation or outside the return period cannot be refunded.  We can return these to you at your cost and will hold such items for one month pending payment of return postage.  Should we not hear from you, we may dispose of the goods.

Damaged or Faulty Goods

In the unusual event that goods are found to be faulty or have been damaged in transit, please contact us without delay, providing photographic evidence if possible.  With your agreement, we may replace the affected items, or make a refund.  If the entire order is faulty, or the part of the order (perhaps one piece of an outfit) means the entire order is no longer required (maybe due to a time constraint), then we will refund your entire order value on its safe return.  The item(s) must be sent back within 14 days of receipt, as outlined above.  We may request items be returned to us or our designated supplier, although we will cover reasonable* postage costs.  These situations are very rare indeed, so please do contact us as soon as possible so we can do our best to resolve the situation to your satisfaction.  *We will reimburse return postage by the most economical method – we are happy to advise on this.  Please note that under certain circumstances (for example, if goods are damaged in transit) we may authorise you to dispose of the items rather than return them.

Should a personalised item be mis-spelled, then we will rectify this, provided the information provided with the order was spelled correctly.  If this is a mistake on your part, certain items such as our 3D personalised pictures may be returned to be altered for an additional (usually small) charge plus postage – we will provide a quote.  Anything else that is engraved, printed or embroidered cannot be altered and so would require to be reordered at full cost of replacement, unless this is due to ours or our supplier’s error.

Should you return part of an order that qualified for free shipping as part of a total order value promotion, if this reduces the value of the retained products below the promotion value, we reserve the right to reimburse the difference between the price of the item and our usual shipping charge, unless the item was faulty. 

Faulty goods or returns outside the 14 day period

In rare circumstances, should you find an item is no longer fit for purpose, providing it has not been misused or subject to malicious damage, we may consider a request for repair or replacement if we are notified within 12 months of delivery to you.  We cannot be liable for normal wear and tear, nor where an item has been used in a heavy handed way, washed or cleaned by a method not recommended in its labelling, nor where a child has out-grown an item.  We may request you to send the item to us or our supplier for appraisal.  This does not imply any liability on our part and does not affect your statutory rights.

We are unable to refund items should you change your mind outside of the stated 14 day period.  However, at our absolute discretion, if you have just missed this deadline, we may be able to exchange it, subject to availability, if you are willing to return the item at your cost and to cover our cost of posting out the replacement once the original item is received in good, original condition, unused and unworn.  We cannot offer this for seasonal items eg. we cannot take back a Christmas pudding hat after Christmas, unless it is a straight swap for one size up or down.  If the goods are faulty please contact us to discuss a way forward – we may be able to send out a replacement; please do not return faulty goods unless we expressly request this.