Policies at Holly and Willow
Service as It Should Be
In today’s online shopping market, we believe that honesty is the best policy. That’s why we designed the most generous, fair and transparent store policy for our customers. Read the following sections to find out more about how we ship or exchange products, or about how we secure your personal data. Please don’t hesitate to contact us if you have any questions!
UK – Spend up to and including £50.00 and shipping is a flat rate £4.99
UK – Spend over £50.00 and shipping is absolutely free.
Wherever possible, our packaging is recyclable/recycled and we encourage you to reuse or recycle it in an environmentally sensitive manner. We also make every effort to reuse packaging we receive when appropriate to cut down on virgin packaging entering into the environmental recycling process. We never use contaminated items.
Shipping is calculated at checkout based on the value of the order.
We use generally use UPS or Royal Mail to ship parcels within the UK, but may use other providers where necessary. Our charges are as close to actual shipping rates as possible and include only a nominal fee for packaging materials. We package them very carefully as we want you to enjoy our candles as much as we enjoyed making them for you!
For online purchases in line with the Consumer Contracts Regulations 2015, you have a legal right to change your mind within 14 days of receiving your item and receive a refund.
You have 14 days after the day you receive the products to change your mind. We are happy to discuss a longer return period over the festive period (running from 1st November to 31st December). You must notify us by post, email or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records. If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. The delivery cost of returning the products to us will be met by you and is non refundable.
If you are exercising your right to change your mind and cancel your order, you will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card, or other payment method you used to pay. We will process the refund without delay and, in any event, not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We will withhold the refund until we have received the products back.
If you are exercising your right to change your mind, goods must be returned to us an unused and undamaged condition. If your handling of them causes any damage, we may reduce your refund of the price (excluding initial delivery costs) to reflect any reduction in the value of the goods. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within three to five days at one cost, but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option. The delivery cost of returning products to us that are not faulty will be met by you and is non refundable.
We are very sorry if you have received a faulty item.
If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange, or refund. You should notify us about the faulty item by post, email or telephone within 30 days of receiving your product. In the fist instance, it is our preference to arrange shipping labels for you to attach to your parcel for return. If this is not possible (ie. you have no printer for example), we will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item. Please always contact us to agree the return method.
If a fault develops outside of the 30-day return period, please contact us before you return the item, so we can discuss the fault and agree on a solution.
by telephone on 07882 487999
by email to firstname.lastname@example.org
Please take extra care to read our Candle Care and Safety Page or any specific care instructions provided with your purchase.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase by way of a receipt, proof of purchase via bank statement for example is acceptable.
Please return products, with your contact details and order details in the box (or the copy of your delivery note) to:
Holly and Willow Ltd
3 Leny Crescent
Effective date: 2020-04-19
Welcome to Holly and Willow Ltd.
Holly and Willow Ltd (“us”, “we”, or “our”) operates Hollyandwillow.co.uk (hereinafter referred to as “Service”).
SERVICE means the Hollyandwillow.co.uk website operated by Holly and Willow Ltd.
PERSONAL DATA means data about a living individual who can be identified from those data (or from those and other information either in our possession or likely to come into our possession).
USAGE DATA is data collected automatically either generated by the use of Service or from Service infrastructure itself (for example, the duration of a page visit).
COOKIES are small files stored on your device (computer or mobile device).
DATA PROCESSORS (OR SERVICE PROVIDERS) means any natural or legal person who processes the data on behalf of the Data Controller. We may use the services of various Service Providers in order to process your data more effectively.
DATA SUBJECT is any living individual who is the subject of Personal Data.
THE USER is the individual using our Service. The User corresponds to the Data Subject, who is the subject of Personal Data.
3. Information Collection and Use
We collect several different types of information for various purposes to provide and improve our Service to you.
4. Types of Data Collected
While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you (“Personal Data”). Personally identifiable information may include, but is not limited to:
4.1. Email address
4.2. First name and last name
4.3. Phone number
4.4. Address, Country, State, Province, ZIP/Postal code, City
4.5. Cookies and Usage Data
We may use your Personal Data to contact you with newsletters, marketing or promotional materials and other information that may be of interest to you. You may opt out of receiving any, or all, of these communications from us by following the unsubscribe link.
We may also collect information that your browser sends whenever you visit our Service or when you access Service by or through any device (“Usage Data”).
This Usage Data may include information such as your computer’s Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.
When you access Service with a device, this Usage Data may include information such as the type of device you use, your device unique ID, the IP address of your device, your device operating system, the type of Internet browser you use, unique device identifiers and other diagnostic data.
We may use and store information about your location if you give us permission to do so (“Location Data”). We use this data to provide features of our Service, to improve and customize our Service.
You can enable or disable location services when you use our Service at any time by way of your device settings.
Tracking Cookies Data
Cookies are files with a small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device. Other tracking technologies are also used such as beacons, tags and scripts to collect and track information and to improve and analyze our Service.
You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service.
Examples of Cookies we use:
1. Session Cookies: We use Session Cookies to operate our Service.
2. Preference Cookies: We use Preference Cookies to remember your preferences and various settings.
3. Security Cookies: We use Security Cookies for security purposes.
4. Advertising Cookies: Advertising Cookies are used to serve you with advertisements that may be relevant to you and your interests.
While using our Service, we may also collect the following information: sex, age, date of birth, place of birth, passport details, citizenship, registration at place of residence and actual address, telephone number (work, mobile), details of documents on education, qualification, professional training, employment agreements, non-disclosure agreements, information on bonuses and compensation, information on marital status, family members, social security (or other taxpayer identification) number, office location and other data.
5. Use of Data
Holly and Willow Ltd uses the collected data for various purposes:
5.1. to provide and maintain our Service;
5.2. to notify you about changes to our Service;
5.3. to allow you to participate in interactive features of our Service when you choose to do so;
5.4. to provide customer support;
5.5. to gather analysis or valuable information so that we can improve our Service;
5.6. to monitor the usage of our Service;
5.7. to detect, prevent and address technical issues;
5.8. to fulfil any other purpose for which you provide it;
5.9. to carry out our obligations and enforce our rights arising from any contracts entered into between you and us, including for billing and collection;
5.10. to provide you with notices about your account and/or subscription, including expiration and renewal notices, email-instructions, etc.;
5.11. to provide you with news, special offers and general information about other goods, services and events which we offer that are similar to those that you have already purchased or enquired about unless you have opted not to receive such information;
5.12. in any other way we may describe when you provide the information;
5.13. for any other purpose with your consent.
6. Retention of Data
We will also retain Usage Data for internal analysis purposes. Usage Data is generally retained for a shorter period, except when this data is used to strengthen the security or to improve the functionality of our Service, or we are legally obligated to retain this data for longer time periods.
7. Transfer of Data
Your information, including Personal Data, may be transferred to – and maintained on – computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ from those of your jurisdiction.
If you are located outside United Kingdom and choose to provide information to us, please note that we transfer the data, including Personal Data, to United Kingdom and process it there.
8. Disclosure of Data
We may disclose personal information that we collect, or you provide:
8.1. Disclosure for Law Enforcement.
Under certain circumstances, we may be required to disclose your Personal Data if required to do so by law or in response to valid requests by public authorities.
8.2. Business Transaction.
If we or our subsidiaries are involved in a merger, acquisition or asset sale, your Personal Data may be transferred.
8.3. Other cases. We may disclose your information also:
8.3.1. to our subsidiaries and affiliates;
8.3.2. to contractors, service providers, and other third parties we use to support our business;
8.3.3. to fulfill the purpose for which you provide it;
8.3.4. for the purpose of including your company’s logo on our website;
8.3.5. for any other purpose disclosed by us when you provide the information;
8.3.6. with your consent in any other cases;
8.3.7. if we believe disclosure is necessary or appropriate to protect the rights, property, or safety of the Company, our customers, or others.
9. Security of Data
The security of your data is important to us but remember that no method of transmission over the Internet or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee its absolute security.
10. Service Providers
We may employ third party companies and individuals to facilitate our Service (“Service Providers”), provide Service on our behalf, perform Service-related services or assist us in analysing how our Service is used.
These third parties have access to your Personal Data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.
We may use third-party Service Providers to monitor and analyze the use of our Service.
12. CI/CD tools
We may use third-party Service Providers to automate the development process of our Service.
13. Behavioral Remarketing
We may provide paid products and/or services within Service. In that case, we use third-party services for payment processing (e.g. payment processors).
15. Links to Other Sites
We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.
16. Children’s Privacy
Our Services are not intended for use by children under the age of 18 (“Child” or “Children”).
We do not knowingly collect personally identifiable information from Children under 18. If you become aware that a Child has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from Children without verification of parental consent, we take steps to remove that information from our servers.
18. Contact Us