Refunds and Returns
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned:
- Gift cards
- Magazines
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after purchase in the shop or delivery
Once your return is received and inspected, we will either deal with the issue in the shop if you are there in person or send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@venetiasyarnshop.com.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Damaged or defective items
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@venetiasyarnshop.com and send your item to: 16 Norwich Street, Fakenham, Norfolk, NR21 9AE.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Returns
To return your product, you should mail your product to: 16 Norwich Street, Fakenham, Norfolk, NR21 9AE or bring it in.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Set Aside
We will set aside items for a customer and hold them for a maximum of three months. We cannot remove the items from stock online, so there is always a risk that they will be sold within that period. If you have not contacted us by the end of the three month period, we will return the items to the shelves.
If you prefer to purchase the yarn rather than take the risk on set aside, we will extend the terms of our refund policy to three months. All other terms and conditions will apply.
Contact
Contact us at info@venetiasyarnshop.com for questions related to refunds and returns.
Workshop and Classes Booking Terms and Conditions
By booking a Workshop or Class with us, you agree to the following terms and conditions:
Cancellations
If you need to cancel your booking, please let us know as soon as possible.
Up to one month before the Workshop: You can choose either to receive a full refund (less a 10% admin fee) or to transfer your booking to another available date within 6 months of the date originally booked.
Within one month of the Workshop: Fees are non-refundable unless we are able to re-sell your place. In that case you will receive a full refund (less a 10% admin fee, or have the option to move to another date within 6 months of the date originally booked.
Bookings can only be moved once and must be confirmed by email.
If, for any reason, such as illness or unforeseen circumstances, we need to cancel or postpone a workshop, you will be offered the choice of a full refund or a transfer to another date.
Please note that workshop places are limited and cannot be reserved without payment.
What’s Included
All workshops include the materials and tools you will need, plus refreshments.
Before your Workshop
All the details you will need, including what to expect, arrival times and to what to bring (if anything) will be sent to you by email before your workshop
Event Bookings Terms and Conditions
By booking to attend an Event with us, you agree that:
You have read the Website Terms and Conditions and agree to be bound by them;
The Person making the Booking will be the person responsible for the Booking and shall be responsible for paying the deposit and the full price, for making any amendment and cancellation requests and for the payment of any additional charges. The person making the Booking accepts these Terms & Conditions;
You consent to our use of your information in accordance with our Privacy Policy;
and
You are over 18 years of age and where there may be age restrictions in place, you declare that you and all people on behalf of whom you have made the Booking are of the appropriate age.
The Venetia’s Yarn Shop website enables customers to book events 24 hours a day. To confirm your booking you must pay the stated deposit, or full payment of the booking, within 10 weeks of the date of the event you are booking and the entire Booking will be subject to the cancellation policy outlined in paragraph 2 below.
- Bookings and Payments
1.1. In order to confirm you Booking, you must pay a non-refundable deposit (or full payment if booking within 10 weeks of the Event). The deposit is non-refundable as it covers costs incurred and services provided to enable your Booking.
1.2. Your Booking is confirmed and a contract between you and Venetia Strangwayes-Booth trading as Venetia’s Yarn Shop will exist when we receive payment of the deposit and send you a booking confirmation. This Booking Confirmation will normally be sent out within 24 hours in the case of email and seven working days in the case of post and will contain details of your Booking and of payments made and due. If you have not received your Booking Confirmation within the specified time, please notify us as soon as possible by email (info@venetiasyarnshop.com). Please check your confirmation carefully and report any incorrect or incomplete information to us immediately.
1.3. Once a deposit has been paid, the full balance payment will be due by the date specified for each Event. A reminder to pay your balance will be sent to you prior to this date, where applicable, by email.
2. Cancellation by you
2.1. If you have to, or want to, cancel or amend your Booking, this request must be sent to us by email (info@venetiasyarnshop.com) and will be considered and responded to within one working day of receipt.
2.2. Amendments and cancellations can only be accepted in accordance with the booking conditions. We may charge the cancellation or amendment charges shown in the booking conditions (which may be as much as 100% of the cost of the Booking and will normally increase closer to the date of the Event).
2.3. General Cancellation Charges:
2.3.1. Cancellation by you at any time will result in your deposit being forfeited, as all deposits are non-refundable.
2.3.2. In the event of a cancellation within 4 weeks of the date of the Event, the total cost of the Event, including the deposit, is non-refundable. Cancellation should always be in writing to info@venetiasyarnshop.com. The deposit is always non-refundable as it covers costs incurred and services provided to enable your Booking.
2.3.3. Cancellation of your attendance at the Event after it has been paid in full and at a date 4 weeks or more in advance of the date of the Event will result in forfeiture of your deposit and the balance being returned to you. Refunds will be processed in the currency of the booking. Where this is different to the currency of the payment card, this will be converted at the current exchange rate on the day of the refund.
2.3.4. If you fail to turn up on the date of the Retreat, your Booking will be cancelled and no refund will be due.
3. Changes and Cancellations by Us
3.1. We will inform you as soon as reasonably possible if we need to make a significant change to your confirmed Booking or to cancel your Booking. We will also liaise with you to try to organise an alternative Booking or a refund, but we will have no further liability to you.
4. Complaints
4.1. We always aim to provide the best possible experience. However, in the event that you have any complaint or problems during the Event, please immediately notify us during the Event itself, so that we have the opportunity to resolve the problem. If you do not follow this procedure there will be less opportunity for us to investigate and resolve your complaint and to make your attendance at the Event as enjoyable as possible.
5. Special Requests
5.1 If you have any special requests (for example dietary requirements, allergy etc) please let us know at time of booking. We will consider all such requests, but unfortunately cannot guarantee that they will be met and we will have no liability to you if they are not.
Privacy Policy
Our contact details
Name: Venetia Strangwayes-Booth
Address: 16 Norwich Street, Fakenham, Norfolk, NR21 9AE
Phone Number: 07967180226
E-mail: info@venetiasyarnshop.com
The type of personal information we collect
We currently collect and process the following information:
- Personal identifiers, contacts and characteristics (for example, name and contact details)
How we get the personal information and why we have it
Most of the personal information we process is provided to us directly by you for one of the following reasons:
- You have subscribed to receive emails and or our newsletter on our website
- You have ordered products via our website
- You have ordered products in the shop and left your details
- You have expressed an interest in being added to an email list
We use the information that you have given us in order to send you a regular newsletter, send you emails regarding products, workshops and other events, send you emails or telephone messages regarding products you have ordered from us.
We will not share your information with third parties without your consent.
Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:
(a) Your consent. You are able to remove your consent at any time. You can do this by contacting info@venetiasyarnshop.com
How we store your personal information
Your information is securely stored.
We keep contact details for 2 years. We will then dispose your information by deleting it from all contact lists on the website, computer or telephone.
Your data protection rights
Under data protection law, you have rights including:
Your right of access – You have the right to ask us for copies of your personal information.
Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
Your right to object to processing – You have the the right to object to the processing of your personal information in certain circumstances.
Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
Please contact us at info@venetiasyarnshop.com if you wish to make a request.
How to complain
If you have any concerns about our use of your personal information, you can make a complaint to us at info@venetiasyarnshop.com.
You can also complain to the ICO if you are unhappy with how we have used your data.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk