If our customers aren’t happy, then we’re not happy! To make sure our customers always have a positive experience, we’ve designed generous, fair and transparent policies. Read the following sections to find out more about how we provide the best customer experience for our customers. Don’t hesitate to contact us with any questions.
These policies are offered in addition to your legal rights.
In the unlikely event that you experience problems with any of our products, please contact us with details of the problem.
We accept faulty returns within 28 calendar days.
Should any of the products be found to be faulty, mis-described or are wrongly delivered, we will:
replace with the same item or one of an equivalent value or issue a full refund
issue a refund of the cost of returning the item to us.
this is only as long as the fault is not due to mis-use, use against the manufacturer's recommendations or damage that has been caused by reasonable wear and tear.
You may return any product due to a change of mind within 14 days, as long as it is not faulty, unused, unopened and in re-saleable condition:
you must contact us within 14 days from when you received the item,
you have a further 14 days in which to send the item to us,
we shall issue a refund (not including the original postage costs) within 14 days of when we receive the item, so long as the returned items meet the above conditions.
Unfortunately we cannot refund partial wool packs or balls of wool that have been unwound (even if not used).
All images used are for illustrative purposes only. Colours shown on the website are as accurate as digital representation will allow, and photographs may have been taken in different lighting conditions. Computer screens have individual settings that moderate colours differently.
The Wool Cellar (“we”, “us”, “our”) is a company registered in England and Wales, 13130876. Our registered office is 75 Westerleigh Road, Yate, Bristol, BS37 4BN.
The Wool Cellar cares deeply about the privacy of its visitors and users, and we are committed to protecting your privacy and the confidentiality of your personal information. Our policy is not just an exercise in complying with the law, but a continuation of our respect for you and your personal information.
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.
The law requires us to tell you about your rights and our obligations to you regarding the processing and control of your personal data. We do this now, by requesting that you read the information provided at http://www.knowyourprivacyrights.org
By providing certain information by which you can be identified when using this website, 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.
Except as set out below, we do not share, or sell, or disclose to a third party, any information collected through our website.
Information we collect and process
We may collect and process personal information about you for the following purposes:
Personal Data & Security
When you complete forms on our website, we may ask for details such as your full name, billing and delivery address, email address and contact number, and any other identifiers that you may have provided at some time, that are required to register with us, use your account, communicate with us, and subscribe to our mailing list.
If you contact us directly, we may receive additional information about you within the contents of the message and/or attachments you may send us, and any other information you may choose to provide.
When creating an account, we would encourage good password management and we ask you to not share your password with anyone.
Payment Data & Security
In order to fulfil and deliver your orders, we may also need to share personal information with third parties such as payment providers and postal service organisations to assist in the payment and delivery of goods or services you have ordered; this could include third party couriers or warranty providers.
All credit & debit card payments from our website are made through the secure Stripe or PayPal gateways using industry standard 128-bit encryption. As the payment is handled by the Payment Processors, we do not handle or store these details.
We shall collect and retain data whilst your account is active. We shall seek to remove all data 12 months from your account closing, so long as there are no outstanding / pending actions on the account.
Where we need to collect personal data either by law, or under the terms of this policy, and you fail to provide the data when requested, we may not be able to perform the service to you (for example to provide you with our goods). In this case, we may have to cancel a product or service you have with us, in this situation we will notify you at the time.
Cookies are small pieces of data stored on a site visitor's browser. They are typically used to keep track of the settings users have selected and actions they have taken on a site. By using this website you consent to our using cookies for the reasons below.
To identify registered members, and enable them to be remembered and sign in.
To monitor and analyse the performance, operation and effectiveness of the platform.
To ensure our platform is secure and safe to use.
For more information on cookies, please visit the ICO at: https://ico.org.uk/your-data-matters/online/cookies/
Managing your personal information
It is important that the data we have is up to date. Please contact us if you believe that any information we hold about you is incorrect or incomplete, and we will promptly correct any information that is found to be incorrect.
The 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 that we have collected about you and for this to be provided in a readable format.
Should you choose to request either of these options, please contact us or write to our registered address above. We have one month within which to process these requests. These may incur a small administration fee. 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.
Should you wish to raise a formal complaint to a supervisory body, these can be raised to the ICO: https://ico.org.uk/make-a-complaint/
Document last updated 01/02/2024