FAQS

Can't find the answer to your question here?  Contact me direct using the button below!

PROCESSING TIME

The time I need to prepare an order for dispatch varies. See individual items for details.  In general, bigger or personalised items take longer to knit!

ESTIMATED DELIVERY TIMES

United Kingdom: 5-8 business days

Europe: 3-5 business days

Rest of the world: 6-7 business days aim (but can take up to 3-5 weeks)


Please note these are estimates and can't be guaranteed.  Once an item is in the postal system it is out of my control. Actual delivery time will depend on the delivery method you choose and any current issues with the postal service. 


Please also note any processing time is in addition to the delivery times above.

CUSTOMS AND IMPORT TAXES

Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.

PACKAGING

All packaging is reused/recycled to keep costs down and avoid waste.  Please re-use any packaging you can.


If unable to be reused, plastic mailers can usually be recycled with carrier bags, and the clear tape used to seal them can be composted.


Cardboard mailers can be recycled with other cardboard, including the brown tape used to seal them.

RETURNS/EXCHANGES

I will accept returns/exchanges.  You need to contact me within 14 days of receipt, and return the item to me within 30 days of receipt.  I do not accept returns or exchanges of customised or personalised items that cannot be resold, or  digital downloads.

CONDITIONS OF RETURN

Buyers are responsible for return postage unless the item is faulty.  Refunds will only be given once I have the item back in its original condition.  If the item is not returned in its original condition, the buyer is responsible for any loss in value.

RETURNS FROM OUTSIDE THE UK

Any returns from customers outside the UK must be marked as a return on the CN22, otherwise any VAT or customs charges I am subject to will be subtraced from the refund.  It is best to re-use the original packaging if at all possible.

PRIVACY POLICY

This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through Etsy.com or its related sites and services.

This Privacy Policy does not apply to the practices of third parties that I do not own or control, including Etsy or any third party services you access through Etsy.

A: IF YOU ARE A WOMBLEKNITS CUSTOMER

1. What information do I collect?

The only information I receive from any selling platform (e.g. Etsy or Ravelry) is your name and address, your user name and your email address.

If you contact me directly (e.g. to request a custom order) you may also choose to provide me with additional personal information relating to your order.

I also retain information about what you have purchased for tax purposes.

2. Why do I need this information?

To enable me to fulfil your order and post it to you, and to contact you in case of any queries, problems or delays.  This comes under the "contractual" legal basis for collecting data under the GDPR.

3. How do I store your information?

Everything is stored securely on my computer and the Internet protected by a different password for each platform.  I do not print out any customer information.

I do not keep any customer information that I don't need to.  Any customer information that I do keep is only for a reasonable time in case of queries or problems and then I delete it, barring any that I am required to retain for tax or legal purposes.

Your information will not be transferred outside the UK.

I will not share your information with any third party except those required to process your order.  These may include: Etsy, Ravelry, Royal Mail Click & Drop, Paypal, Gmail and Facebook.  They have their own privacy policies which are outside my control.

4. How can you find out what information I have on you or request that I delete your information?

You can contact me here via my contact page, email me at wombleknits@gmail.com, message me at WombleKnits on Etsy or Ravelry, or write to me at Anna Funnell, 60 Little Meadow, Writtle, Chelmsford, Essex, CM1 3LG.

B. IF YOU SIGN UP FOR THE WOMBLEKNITS EMAIL NEWSLETTER

1. What information do I collect?

Your name and email address.

2. Why do I need this information?

To enable me to send you information that may be of interest to you.  This comes under the "consensual" legal basis for collecting data under the GDPR, because you have signed up for it.

3. How do I store your information?

On MailChimp's secure system, protected by a two factor authentication log-in.

I do not keep any customer information that I don't need to.  Any customer information that I do keep is only for a reasonable time in case of queries or problems and then I delete it, barring any that I am required to retain for tax or legal purposes.

Your information will not be transferred outside the EU.

I will not share your information with any third party except MailChimp.

4. How can you find out what information I have on you or request that I delete your information?

You can contact me here via my contact page, email me at wombleknits@gmail.com, message me at WombleKnits on Etsy or Ravelry, or write to me at Anna Funnell, 60 Little Meadow, Writtle, Chelmsford, Essex, CM1 3LG.
You can also unsubscribe from my newsletter at any time by clicking the link at the bottom of any email I have sent you, or by contacting me to request removal from my list.