Our Shop Policies
Last updated on 10th of April 2020
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. The skeins are accompanied by a lavender bag, Mr & Mrs Rabbit Yarns progress keeper and a biodegradable, unbleached Clipper Teabags completely free of polypropylene packaged in recyclable envelopes.
International Postage is wrapped in the same manner but then boxed in an assortment of recycled boxes for extra protection so we ask that you forgive the reused packaging ~ after all, an oasis of beauty waits inside!
All UK postage is measured by weight through the website and the total will be calculated at checkout. Each parcel is sent via Hermes with full tracking, we include your email when booking the orders with Hermes so that they can keep you up to date!
International parcels are sent via Royal Mail International shipping without tracking.
Postage to the UK and Ireland usually takes between 5 - 7 working days.
During these uncertain times, for international postage, please allow up to 21 working days.
Please note that we aim to dispatch all 'in stock' orders within 5 - 7 working days, however, for pre-orders we do ask that you allow between 7 and 10 days for dispatch.
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.
Unfortunately, we are unable to accept cancellations as my products are all handmade. However, please feel free to contact me if you have any problems with your order.
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, and 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:
In order to post your parcel to you, your name, address and email will be shared with Hermes (for UK parcels) and name and address shared with Royal Mail (for international parcels).
- 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.
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.