Privacy, terms and conditions. 

Privacy

We only collect personal information about you where it is completely necessary or you have consented and we only collect information that we need. You have a right to contact us if you believe your personal information is incorrect, or if you believe we are no longer entitled to use your personal data. If you have any questions about what we hold or how we use it please contact us at [email protected].

The only information we hold  is

Name
Address
Contact Number
Delivery address if different
Any special Instructions
Email address
Order details
IP address from which you placed any orders
These are deleted once the order has been fulfilled                               

We do not hold card details and we will not share your information or sell it to a third party.  We use PayPal  to process transactions for us and those transactions are subject to the PayPal  privacy policies.

Sharing Your Data

We may pass your email and /or telephone number to courier companies to allow them to update you directly about the status of your order.

Cancellations

Any item or order may be cancelled prior to packing, please contact us by phone or email to cancel an item or order.

Returns Policy

We hope you'll never need to return an item but if for any reason you are unhappy please contact us by phone or email straight away and we'll do our best to sort any problems.

If you've bought your items: online, by phone, fax or mail you have the right to a cooling off period which lasts for 14 days after receipt of the goods. You must notify us of your change of mind in writing and items must be returned in original packaging and in a resaleable condition. We will refund your payment within 14 days. Return postage costs are the responsibility of the customer.

Complaints and returns should be addressed to: Woolnut Fibres, Walnut Lodge, Trenders Avenue, Rayliegh , Essex SS6 9RF

POSTAGE

All Items are sent by Royal Mail 48hr unless otherwise stated

Damaged/Missing Goods

Please allow plenty of time before contacting us about a missing order as it may still be in transit. Royal mail do not allow claims for missing post until 15 working days have elapsed. If after this time you still have not received your goods we will send a replacement package and make a claim for lost post. Should the parcel be subsequently delivered please notify us immediately.  Please note we do not take responsibility for lost items in the post.

Do not accept any package if it appears damaged in any way, and please notify us within 7 days of delivery if you have refused the package, or if items are missing from the package.

Colour Disclaimer

We try very hard to ensure that colour reproductions are accurate throughout the site. However, due to the varying nature of individual computer screens (not to mention eyesight!) we cannot be held responsible if a particular colour or shade does not match your expectations

If you receive a product which is not how you expected you can return the item under the Sale of Goods Act.  For more detail see the returns policy above.