Policies

Last updated on 21 July, 2018


Thank you so much for choosing The Creaking Door. I realise that there are many great handmade sellers out there and I am very grateful to you for your support. 

For exclusive promotions & general shenanegans, please like me on Instagram or Facebook - @thecreakingdoor or www.facebook.com/TheCreakingDoor

Please note that I am based in the UK, so if you are outside of Great Britain, your order may take a while to reach you. If there is anything further I can help you with, please do not hesitate to get in touch.


Returns and exchanges
I gladly accept returns, exchanges and cancellations
Contact me within: 14 days of delivery
Ship items back within: 30 days of delivery
Request a cancellation within: 2 hours of purchase
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
Custom or personalised orders
Perishable products (like food or flowers)
Digital downloads
Questions about your order?
Please if you have any problems with your order.
Returns and exchange details
In the unlikely event that something is wrong with your order, I am happy to refund anything that is damaged, faulty or sent in error. However, I do ask that you contact me within 30 days of receipt of goods if you need a refund. I will determine at the time whether you will need to return the item before a refund is provided.

If you have ordered an item of clothing or jewelry and it's the wrong size, please return it for an exchange in its original condition suitable for resale. You will need to pay for the parcel to go back out to you again, so please choose wisely when you order. If you are confused about sizing, please contact me beforehand and we'll discuss what's best for you.


Payment
Payment at the time of purchase via Shopify Checkout or PayPal is best for me. If you need an alternative payment method, please talk to me and I'll see if it can be done. Unfortunately, I cannot ship unless payment has been received in full. If I don't receive payment from you within 7 days, I will apply to cancel the sale and re-list the item.


Shipping
I usually ship twice a week (or more often prior to Christmas) using drop and go service with The Royal Mail.

For UK orders, I generally offer a sign for service, to ensure your goods arrive safely and in good time.

For International orders, you can choose between "tracked & sign for" and "non-tracked/no sign for" services.

It is not possible to send items "sign for" to PO Boxes.

Please note, I don't automatically forward tracking information on to buyers after the item has shipped as often it will have been received the next day if you're in the UK. If you have opted for tracking information for your order, please feel free to contact me and I'll endeavour to send it to you as soon as possible.

Even though I ship 1st Class Sign or Special Delivery Before 1pm, UK buyers may not receive your order the very next day. If you need urgent next day delivery, please contact me before ordering to see if I can fulfill it for you immediately.

If you are ordering from outside of the UK, please be patient with delivery times, as your order may have to travel a long way to reach you.

Please note, you are responsible for providing an accurate address where your order will be accepted. If your order is returned to me because your local postal service are unable to deliver your item (addressee gone away/incomplete/inaccessible/unknown/refused/not called for/no such address), you are welcome to have your order reshipped to you at your cost. Alternatively, at your request, I can refund your order less the value of initial shipping.

If you don't receive your item within the recommended delivery schedule outlined by Royal Mail's terms and conditions and it is deemed late or missing, I will try to make a claim on your behalf, but only once. Losses refunded are determined by the Royal Mail and in the case of late items, it may be a percentage of the shipping cost.

If your item is lost in the post, I will where possible try to send a replica item out again to you but if the product is unique I will provide a refund instead.

Unfortunately, I am unable to compensate for losses made on the second attempt to reach you.

Finally, I care deeply about the world and don't like to see waste. Therefore, your parcel may be sent in a reused envelope. I will endeavour however to make it look pretty.


Additional policies and FAQs
All Creaking Door goodies are made in a smoke-free environment. We have two pet dogs (Jeanie & Eva), and they likes to visit me in my imaginatarium from time to time for a nap. I do clean the room every week though, so everything I make is free of pet hair/dust/other scary things.

Everything is manufactured using ethical, carbon-neutral and environmentally kind methods. Our electricity is supplied by Ecotricity which supports renewable energy sources. Where possible I use recycled paper and packaging. The Creaking Door cares deeply about the world.


Privacy
This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through shopify.com or its related sites and services.

This Privacy Policy does not apply to the practices of third parties that I do not own or control, including Shopify or any third party services you access through Shopify. You can reference the Shopify Privacy Policy to learn more about its privacy practices.

Information I Collect
To fulfil your order, you must provide me with certain information (which you authorised Shopify to provide to me), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order of jewellery, for example), if you contact me directly.

Why I Need Your Information and How I Use It
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 by 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; and
as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services; and 2) Compliance with the Shopify Seller Policy and Terms of Use. I use your information as necessary to comply with my obligations under the Shopify Seller Policy and Terms of Use.

Information Sharing and Disclosure
Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:

Shopify. I share information with Shopify as necessary to provide you my services and comply with my obligations under both the Shopify Seller Policy and Shopify Terms of Use.
Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.

Data Retention
I retain your personal information only for 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 the following time period: 4 years.

Transfers of Personal Information Outside the EU
I may store and process your information through third-party hosting services in the UK and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If I am deemed to transfer information about you outside of the EU, 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 EU, 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. I describe these rights below:

Access

You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.

Change, restrict, delete. You may also have 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 upon request.
Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing 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 if it is needed for legal reasons.
Complain. If you reside in the EU 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 purposes of EU data protection law, I, Allison Giguere, am the data controller of your personal information. If you have any questions or concerns, you may contact me at allison [!at] thecreakingdoor.com. Alternately, you may contact me for a postal address.