Our Shop Policies
Last updated on 28th of July 2021
Our Postage Policy
Here at Mr & Mrs Rabbit Yarns we are aware of the importance of sustainability and have worked hard to source the perfect packaging material. As such, each skein will be packaged in acid-free tissue paper and sent in 100% recycled biodegradable mailing bags.
All postage is measured by weight through the website and the total will be calculated at checkout. Each parcel is sent via Royal Mail.
Within the UK we offer 1st and 2nd class standard and 1st and 2nd class signed for.
Due to an increase of missing parcels, we now send all international parcels with a tracked service (with ‘signed for’ options included where possible).
The value of your parcel will be specified on the customs label as this informs the insurance of its value and allows us to be compensated for loss or damage to any parcels we send out. The ‘true’ value listed may result in customs charges. As specified below, Mr & Mrs Rabbit Yarns are not responsible for any customs charges, taxes, or import duties.
We are now opening postage to our friends in the EU, however, from the 1st of July 2021, all parcels sent from the UK to countries within the EU will be liable to individual country's VAT, duties, customs or handling fees. These are not collected by Mr & Mrs Rabbit Yarns but charged directly to the customer at the point of receipt. Mr & Mrs Rabbit Yarns are not responsible for payment or compensation of these duties or the delay caused by this process.
We live in a rural location and journey into the local town for postage once a week.
Returns and Refunds
We do accept returns and exchanges. Please contact me within 7 days of receipt of the item and send back any returns within 14 days of receipt. Please note all returns must be complete, unused and in good condition.
Due to the nature of the following items, I am unable to accept returns or exchanges unless they arrive damaged or defective.
Any custom designs or personalised orders.
Items on sale
Buyers are responsible for any return postage costs. Furthermore, if the item is not returned in its original condition, the buyer will be held responsible for any loss in value.
Customs and Import taxes
As with most small businesses, the buyers are responsible for any customs and import taxes that may apply, this now includes the unfortunate new Brexit taxes applying from the 1st of July 2021.
Mr & Mrs Rabbit Yarns is not responsible for any delays due to customs.
We receive, collect and store any information you enter on our website or provide us in any other way. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback and product reviews.
When you conduct a transaction on our website, as part of the process, we collect the personal information you give us such as your name, address and email address. We collect such Non-personal and Personal Information for the following purposes:
- To provide and operate the Services;
- To provide our Users with ongoing customer assistance and technical support;
- To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
- To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we use to provide and improve our respective services;
- To comply with any applicable laws and regulations.
In order to post your parcel to you, your name, address and email will be shared with Royal Mail.
Our company is hosted on the Wix.com platform. Wix.com provides us with an online platform that allows us to sell our 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 us 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.
If you no longer want us to keep your data, please contact us here. If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us here.