TERMS & CONDITIONS
Welcome to the Customer Care Section.
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UK Orders
All goods delivered to the UK (including Channel Islands) are sent by Royal Mail Monday - Friday (excl Bank Holidays) - Free Shipping
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Most orders are despatched the same day, though during extremely busy periods, it may take an extra day or so to despatch your order. Royal Mail is not a guaranteed next day service, though most orders do arrive next day, or within a couple of days . However, please allow 10 working days for delivery (this is a time limit imposed by Royal Mail, not ourselves). Please note that these orders can be sent to all UK postcodes (including Northern Ireland and the Channel Islands).
For large, heavy or high value orders I reserve the right to upgrade delivery to an insured next-working-day service at no extra cost.
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How can I pay for my order?
I accept payments via the website by debit/credit card, or PayPal. I accept payments over the telephone by credit/debit card (I cannot take PayPal payments over the telephone).
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Can I change my address on an order once it has been placed?
Please contact me as soon as possible by email and I will do my best to amend your order. However, the order may have already been dispatched and I will be therefore be unable to recover the parcel.
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How do I cancel an order?
Please contact me as soon as you wish to cancel the order. If it has not been dispatched, I will cancel and refund your order. If it has already been dispatched, you will have to return the unwanted items to me, unused and in a re-saleable condition.
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Do you ship internationally?
Not at the present time sorry.
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What if my order still hasn’t arrived?
Please contact me and I will do my best to resolve any issues. Royal Mail do not consider a package missing until 10 working days after it is sent. It may be that your local sorting office has your parcel; normally they leave a red card to tell you, but this may not be the case every time.
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What happens if my order is incomplete or incorrect?
Please contact me as soon as possible to report any shortage/error from your order. All shortages/errors must be reported to me within 7 days of receiving your order.
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How do I return a faulty item?
Please contact me as soon as possible, if you realise you have a faulty item and I will do my best to resolve this.
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How accurately do the photographs on the website show the colours of the products I sell?
I take a great deal of care to make sure that the photographs on my website show the colours of the yarn in my products as closely as possible. However, different devices (e.g. a laptop or a tablet) can display website images slightly differently, meaning that an image may look very slightly different from one device to another. This could be down to factors such as the resolution and brightness of the device's screen. Also, a shade of yarn may sometimes vary very slightly from dye lot to dye lot. This could mean that the dye lot you receive may not be an exact match to the dye lot of the yarn in the photograph on our website - although it will be very close! If you receive a product from me that you feel looks drastically different from the photo on my website, please do get in touch with me by email at sales@clarkysknits.co.uk
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Cancellation Policy
You have the right to cancel any goods ordered, from the point at which they are ordered, up until the point at which they are despatched. A full refund will be given. As goods in stock are usually despatched the same day they are ordered, please bear in mind that the cancellation period may only be a matter of hours. If goods have been despatched, you may return unwanted items at your own expense and a refund will be provided.
Returns Policy
If you experience any problems with any of my goods, please contact me by emailing sales@clarkysknits.co.uk
Should any goods you receive from mr prove to be faulty, I will arrange for a replacement or refund - whichever you prefer. Before returning faulty goods to me, please contact me, and I will arrange to cover the cost of returning the faulty goods.
Should you decide to return any goods which are not faulty, please ensure you return them to me within 30 days. (Please see 'How to return items to us' below.) I will arrange for a full refund of the cost of the goods, providing the items are unused, unopened and in a saleable condition. I will not be able to cover the cost of returning the goods to me.
Please note that items are not returnable once they have been worn.
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How to return items
When returning any items to me, please pack your items in appropriate packaging and, if possible, include your original invoice. Please enclose a note to let me know your name, telephone number and whether you would like a refund or an exchange for the items you are returning. If you would like an exchange, please let me know which item/s you would like to have in place of the items you are sending back.
If you are not able to include your original invoice, please be sure to also include your postcode on your note so that I can find your order on my system.
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The return address will be given to you once a request for a return has been received.
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If you have asked for a refund, I will process this as soon as possible, providing the items are unused, unopened and in a saleable condition.
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If you have asked for an exchange, I will despatch the replacement items that you have requested as soon as possible (again, providing that the returned items are unused, unopened and in a saleable condition). If an additional payment needs to be taken (i.e. if these replacement items are higher in value than the items you have returned), I will contact you by telephone to arrange this.
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PRIVACY POLICY
General
Clarky's Knits is committed to protecting and respecting your privacy. For the purposes of data protection legislation, we are the data controller and we will process your personal data in accordance with the General Data Protection Regulation (EU) 2016/679 and national laws which relate to the processing of personal data. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.
Visitors to my Website
Clarky's Knits may collect and process personal data about you in the following circumstances:
- When you complete forms on our website (“Site”). This includes your name, address, email and telephone number, which is provided at the time of registering to use our Site, where you ask us to contact you about our goods or services, subscribe to our mailing list, or request our goods and services;
- Whenever you provide information to us when reporting a problem with our Site, making a complaint, making an enquiry or contacting us for any other reason. If you contact us, we may keep a record of that correspondence;
- Details of your visits to our Site including, but not limited to, traffic data, location data, and other communication data, whether this is required for our own billing purposes or otherwise, and the resources that you access (see section on Cookies below); and
- Whenever you disclose your information to us, or we collect information from you in any other way, through our Site.
We may also collect data in the following ways:
- We may collect information about your device, including where available your Internet Protocol address, for reasons of fraud protection. We may also collect information about your device’s operating system and browser type. This is statistical data about our users' browsing actions and patterns, and does not identify any individual.
Website Links
Clarky's Knits's Site may, from time to time, contain links to and from the websites of third parties. Please note that if you follow a link to any of these websites, such websites will apply different terms to the collection and privacy of your personal data and we do not accept any responsibility or liability for these policies. When you leave our Site, we encourage you to read the privacy notice/policy of every website you visit.
Customers
We will collect details such as your name, address, phone number and email address when you order goods or services from us via our Site. We will use this information to process your order and comply with our contractual obligations.
In order to perform our contract with you, we may also need to share personal data with third parties such as payment providers and postal service organisations to assist in the delivery of goods or services you have ordered; this could include third party couriers or warranty providers.
What we collect
Clarky's Knits may collect the following information: name, postal address, email address, telephone number.
What we do with the information we collect
Clarky's Knits collect information about you in order to provide you with the goods and services you have requested from us. This information may also be used for internal record keeping, and to improve our products and services. We may use the information to customise the website according to your interests.
If you fail to provide personal data
Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide the data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example to provide you with our goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.
Legal basis for processing your personal data
We will only use your personal data where the law allows us to. Most commonly, we will use your personal data in the following circumstances:
- for performance of a contract we enter into with you;
- where necessary for compliance with a legal or regulatory obligation we are subject to;
- for the purposes of legitimate interests
Disclosure of personal data to third parties
We may disclose your information to third parties as follows:
- to our nominated payment service providers
- to our nominated postal service organisations
- to our staff members in order to facilitate the provision of goods or services to you;
- to our IT software providers that host our website;
- to our email service provider;
- to professional advisers including consultants, lawyers, bankers and insurers who provide us with consultancy, banking, legal, insurance and accounting services;
- to HM Revenue and Customs, regulators and other authorities who require reporting of processing activities in certain circumstances; and
- to the police, regulatory bodies, legal advisors or similar third parties where we are under a legal duty to disclose or share personal data in order to comply with any legal obligation, or in order to enforce or apply our website terms and conditions and other agreements; or to protect our rights, property, or safety of our customers, or others.
Security
Clarky's Knits is committed to ensuring that your information is secure.
Where we have given you (or where you have chosen) a password which enables you to access certain parts of our Site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your information transmitted to our Site; any transmission is at your own risk.
Information you provide to us is shared on our secure servers. We have implemented appropriate physical, technical and organisational measures designed to secure your information against accidental loss and unauthorised access, use, alteration or disclosure. In addition, we limit access to personal data to those employees, agents, contractors and other third parties that have a legitimate business need for such access.
Credit Card Security
All credit/debit card payments from our website are made through the secure SagePay or Paypal gateways using industry standard 128-bit encryption. The transaction takes place electronically, eliminating the security risks associated with old methods of writing down and then manually inputting card details. As the payment is handled by SagePay or Paypal, we do not handle or store these details on our own servers at any point.
Controlling your personal data
It is important that the personal data we hold about you is accurate and current. Please keep us informed if the personal data we hold about you changes.
Data protection legislation gives you the right to object to the processing of your personal data in certain circumstances or withdraw your consent to the processing of your personal data where this has been provided. You also have the right to access information held about you and for this to be provided in an intelligible form.
If you would like a copy of some or all of your personal information, please write to us at Clarky's Knits, 2A Seven Oaks Crescent, Bramcote, Nottingham, NG9 3FW or email us at sales@clarkyknits.co.uk.
You can also ask us to undertake the following:
- update or amend your personal data if you feel this is inaccurate;
- remove your personal data from our database entirely;
- send you copies of your personal data in a commonly used format and transfer your information to another entity where you have supplied this to us, and we process this electronically with your consent or where necessary for the performance of a contract; or
- restrict the use of your personal data.
We may request specific information from you to help us confirm your identity and your right to access, and to provide you with the personal data that we hold about you or make your requested changes. Data protection legislation may allow or require us to refuse to provide you with access to some or all the personal data that we hold about you or to comply with any requests made in accordance with your rights referred to above. If we cannot provide you with access to your personal data, or process any other request we receive, we will inform you of the reasons why, subject to any legal or regulatory restrictions.
If you believe that any information we are holding on you is incorrect or incomplete, please write to us at Clarky's Knits, 2A Seven Oaks Crescent, Bramcote, Nottingham, NG9 3FW or email us at sales@clarkysknits.co.uk. We will promptly correct any information found to be incorrect.
COOKIE POLICY
As with all e-commerce websites, we use cookies to store the contents of your shopping basket as you browse. There is no reliable method to do this any other way, and while it is technically possible to browse this (and other) websites with cookies disabled, you will unfortunately not be able to make a purchase. We also use cookies to collect anonymous statistics on the types of software and connections that our customers use to browse our site so that we can continue to improve your customer experience and support the latest technologies as they emerge. This information is used internally by us and is not shared with outside agencies. We also set third party cookies on some pages which are used to personalise your user experience.
By using this website you consent to our using cookies in the ways outlined above. For more information on cookies please visit the ICO page on cookie law. (Link https://ico.org.uk/for-the-public/online/cookies/)
Cookies
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
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OUR TERMS & CONDITIONS
This website is owned and operated by ‘Clarky’s Knits’. These Terms set forth the terms and conditions under which you may use our website and services as offered by us. This website offers visitors knitted items for purchase. By accessing or using the website of our service, you approve that you have read, understood, and agree to be bound by these Terms.
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In order to use our website and/or receive our services, you must be at least 18 years of age, or of the legal age of majority in your jurisdiction, and possess the legal authority, right and freedom to enter into these Terms as a binding agreement. You are not allowed to use this website and/or receive services if doing so is prohibited in your country or under any law or regulation applicable to you.
When buying an item, you agree that: (i) you are responsible for reading the full item listing before making a commitment to buy it: (ii) you enter into a legally binding contract to purchase an item when you commit to buy an item and you complete the check-out payment process.
The prices we charge for using our services / for our products are listed on the website. We reserve the right to change our prices for products displayed at any time, and to correct pricing errors that may inadvertently occur. Additional information about pricing and sales tax is available on the payments page.
“The fee for the services and any other charges you may incur in connection with your use of the service, such as taxes and possible transaction fees, will be charged on a monthly basis to your payment method.
For any undamaged product, simply return it with its included accessories and packaging along with the original receipt (or gift receipt) within 14 days of the date you receive the product, and we will exchange it or offer a refund based upon the original payment method. In addition, please note the following: (i) Products can be returned only in the country in which they were originally purchased; and (ii) the following products are not eligible for return: none listed.
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We may, without prior notice, change the services; stop providing the services or any features of the services we offer; or create limits for the services. We may permanently or temporarily terminate or suspend access to the services without notice and liability for any reason, or for no reason.
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The Service and all materials therein or transferred thereby, including, without limitation, software, images, text, graphics, logos, patents, trademarks, service marks, copyrights, photographs, audio, videos, music and all Intellectual Property Rights related thereto, are the exclusive property of ‘Clarky’s Knits’. Except as explicitly provided herein, nothing in these Terms shall be deemed to create a license in or under any such Intellectual Property Rights, and you agree not to sell, license, rent, modify, distribute, copy, reproduce, transmit, publicly display, publicly perform, publish, adapt, edit or create derivative works thereof.
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We may permanently or temporarily terminate or suspend your access to the service without notice and liability for any reason, including if in our sole determination you violate any provision of these Terms or any applicable law or regulations. You may discontinue use and request to cancel your account and/or any services at any time. Notwithstanding anything to the contrary in the foregoing, with respect to automatically-renewed subscriptions to paid services, such subscriptions will be discontinued only upon the expiration of the respective period for which you have already made payment.
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You agree to indemnify and hold ‘Clarky’s Knits’ harmless from any demands, loss, liability, claims or expenses (including attorneys’ fees), made against them by any third party due to, or arising out of, or in connection with your use of the website or any of the services offered on the website.
To the maximum extent permitted by applicable law, in no event shall ‘Clarky’s Knits’, be liable for any indirect, punitive, incidental, special, consequential or exemplary damages, including without limitation, damages for loss of profits, goodwill, use, data or other intangible losses, arising out of or relating to the use of, or inability to use, the service.
To the maximum extent permitted by applicable law, ‘Clarky’s Knits’ assumes no liability or responsibility for any (i) errors, mistakes, or inaccuracies of content; (ii) personal injury or property damage, of any nature whatsoever, resulting from your access to or use of our service; and (iii) any unauthorized access to or use of our secure servers and/or any and all personal information stored therein.
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We reserve the right to modify these terms from time to time at our sole discretion. Therefore, you should review this page periodically. When we change the Terms in a material manner, we will notify you that material changes have been made to the Terms. Your continued use of the Website or our service after any such change constitutes your acceptance of the new Terms. If you do not agree to any of these terms or any future version of the Terms, do not use or access (or continue to access) the website or the service.
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You agree to receive from time to time promotional messages and materials from us, by mail, email or any other contact form you may provide us with (including your phone number for calls or text messages). If you don't want to receive such promotional materials or notices – please just notify us at any time.
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These Terms, the rights and remedies provided here under, and any and all claims and disputes related hereto and/or to the services, shall be governed by, construed under and enforced in all respects solely and exclusively in accordance with the internal substantive laws of the United Kingdom of Great Britain, without respect to its conflict of laws principles. Any and all such claims and disputes shall be brought in, and you hereby consent to them being decided exclusively by a court of competent jurisdiction located in the UK. The application of the United Nations Convention of Contracts for the International Sale of Goods is hereby expressly excluded.
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FEBRUARY 2021