Please see The British Craft House's Returns policy

Personalised orders can not be cancelled/returned or exchanged unless faulty.

Can I cancel or I return my order? In either instance please contact me as soon as possible via email: [email protected]

Cancellation: If an order is cancelled before dispatch (usually 1-3 working days) you will receive a full refund to the original payment method. 

Return: Returns must be sent by First Class Royal Mail within 14 working days & be received in new, resalable condition. A full refund for the cost of the item will be made to the original payment method however you will be responsible for any loss in value should damage occur during return transit. Unfortunately outgoing postage will not be refunded.

Do I have to pay the cost of the returns delivery? Yes,  you are responsible for this cost.

Undeliverable Orders  Orders returned to me as "undeliverable" due to an inaccurate or an incomplete delivery address provided by yourself will incur additional costs to re-post. Similarly, if a package is returned as "unclaimed" from the Royal Mail sorting centre you will be responsible for the cost of re-shipping the package to yourself.

In either instance above I will notify you of the returned package. If you do not wish to have the package re-shipped I will cancel the order, I will also cancel the order if  you do not respond within 3 working days. In both these instances, a refund will be issued to the original payment method for the value of the items ordered only, postage can not be refunded.

 Exchange: Please contact me via email [email protected] 

GDPR Privacy policy:

This privacy policy describes how and when I collect, use and share when you purchase an item from me, contact me, or otherwise use my services through The British Craft House website or it related sites and services.
This privacy policy does not apply to the third parties that I do not own or control.

Information I collect:
To fulfil your order, you must provide me with certain information [which you authorised to provide me], such as name, email address, postal address, payment information and the details of the product that you are ordering. You may also provide me additional personal information for a custom order, if you contact me directly.

I rely on a number of legal bases to collect, use, and share your information, including:
* as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support.
*when you have provided your affirmative consent, which you may revoke at any time, such as signing up for my mailing list.
*if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law.

Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
* I share information with The British Craft House as necessary to provide you my services and comply with my obligations under both the The British Craft House Policy and term of use.
*Services providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as deliveries companies. I will share your personal with these third parties, but only to extent necessary to perform these services.
*Business transfers. If I sell or merge my business, I may disclose your information as part of transition, only to the extent permitted to the law.
*Compliance with laws. I may collect, use, retain, and share your information if I have good faith belief that it is reasonably necessary to a} respond to legal process or to government requests, b] enforce my agreements, terms and polices, c] prevent, investigate and address fraud and other illegal activity, security, or technical issues, or d] protects the rights, property, and safety of my customers, or others.

I retain your personal information only as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for 4 years.

I may store and process your information through third-party hosting services in the UK and other jurisdictions. As a result, I may transfer personal information to  jurisdictions with different data protection and government surveillance laws and your jurisdictions. If I am deemed to transfer information about you outside of the E.U, I rely on Privacy Shield as the legal basis for the transfer, as Google Cloud is Privacy Shield certified.

Your rights:
If you reside in certain territories, including the E.U, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. For example:
*Access. You have the right to access and receive a copy of the personal information I hold about you by contacting me using contact information below.
*Change, restrict or delete. You may also have the rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons.) I will generally delete your personal information on request.
*Object. You can object 1. my processing of some of your information based on my legitimate interests 2. receiving marketing messages from me after your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or it is needed for legal reasons.
*Complain. If you reside in the E.U and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.

How to contact me
For purpose of EU data protection law, I, Tracey Clarkson am the data controller of your personal information. If you have any questions or concerns, you may contact me at [email protected]