Terms and conditions
Please read the following terms and conditions carefully as by using our website and purchasing any products you are agreeing to them.
1. Payments
We accept payments from all major credit cards: Visa, MasterCard, Discover, AMEX, Diners, CUP, JCB and Maestro. Billing will appear as "annacrosstextileartist.com". Goods will only be dispatched once payment has cleared.
Outside of the UK our prices exclude delivery. Delivery pricing is dependent on delivery method, country destination and weight. Please refer to the Shipping section.
annacrosstextileartist.com reserve the right to cancel any orders where pricing errors have occurred without notice.
2. Shipping
You will normally receive two emails from us. The first email is your confirmation of order. This is confirmation that we have received your order. It is not confirmation that the order you have placed is guaranteed to be in stock or that it can be fulfilled. Sometimes errors do occur in our stock inventory or other customers order just before you. We cannot be liable or responsible for any loss occurring because your items are not in stock. We will endeavour to contact you as soon as possible if this is the case. The 2nd email will tell you that your order is being shipped.
We will make every effort to deliver your order within the time estimate (the estimate is in working days unless otherwise stated) provided on our website. However, this is an estimate, and delivery within the time quoted cannot be guaranteed. If the goods are not delivered within the time we have estimated, please feel free to contact us by telephone (+44 1437 721810) or email and we will try to resolve the issue promptly.
The Order Status request facility is there for your convenience and allows you to highlight to us that you have yet to receive your order. If you are using this facility please ensure you complete all the required information and only submit a request once the estimated delivery time has elapsed or we may not respond to that request.
We will not be liable for any loss caused to you by late delivery over the estimated provided.
Please note that we do not dispatch goods to PO Boxes and reserve the right to cancel any order where the address is later found to be a PO Box.
Please refer to the Delivery section for further information.
3. Returns
If for some reason you are not happy with your product you can return it to us for a refund. We do not offer exchanges at this time.
In order to qualify for a refund, you must request your RAN within 30 days of receiving your item, having taken good care of it and kept it in an unused state, complete with packaging and all its components. See the Returns Page for details on how to get your RAN and returning your item. The refund will be made direct to the credit/charge card originally used to place the order. The refund will be issued within a few days of us receiving your item and once issued it will usually take 3-5 working days to show in your account.
Please be aware that you are responsible for the returned item until it has reached us. We recommend using a secure delivery method which requires tracking or a signature upon receipt. The Collect +, Royal Mail and ReBOUND options we offer via our returns form are all tracked.
We reserve the right to refuse any returns that do not meet our returns criteria (for example items returned without original packaging). If a return item cannot be accepted by us, we will contact you to arrange the shipping back to your address, we cannot issue refunds for items which are refused due to a breach of our return’s terms. Any refused returns items that cannot be accepted to your address will be disposed of by us after 60 days of storage.
If you return the wrong item to us, we will endeavour to locate the parcel and return it, however on some occasions this is not possible. Please note we cannot accept liability for any returns deliveries that were not intended for us and we will not be able to compensate for the loss of these items. Any items incorrectly delivered to us that cannot be returned will be disposed of after 60 days storage.
Refunds And Exchanges
If for some reason you are not happy with your product you can return it to us for a refund or exchange.
In order to qualify for a refund or exchange, you must request your RAN within 30 days of receiving your item, having taken good care of it and kept it in an unused state, complete with packaging and all it's components. See the Returns Page for details on how to get your RAN and returning your item.
The refund will be made direct to the credit/charge card originally used to place the order unless requested otherwise. The refund will be made as soon as the item has been returned and if not received, then within 30 days of a RAN being requested.
You will not be refunded for the P&P of your item, but please be aware that you are responsible for the returned item until it has reached us. We recommend using a secure delivery method which requires a signature upon receipt such as Royal Mail Recorded Delivery. This does not affect your statutory rights.
Faulty Products
Our products are packaged to ensure they arrive to you in good condition. However very occasionally items will arrive damaged or with defects. If this does occur then please see the Returns Page for details on how to return your item.
Once we have received and inspected the returned item, we will replace the item free of charge. Should a refund be requested, then the refund will be made as soon as the item has been returned and if not received, then within 30 days of a RAN being requested.
In these circumstances we will also pay you the cost of the return postage. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs.
This does not affect your Statutory Rights.
4. Cancellations
We try to complete all cancellation requests before the time of the order’s dispatch, although we cannot guarantee a successful cancellation.
For the best chance of completing your cancellation quickly, please add "Cancellation" in the subject line of your email to us and ensure all order details, including order number, are included within the message.
Once items have been dispatched, we are often unable to cancel. If this is the case, we would recommend refusing the item when delivery is attempted or returning the item to us once delivered.
We reserve the right to cancel any order without notice which are subject to pricing errors, stock issues or quality control issues
5. Non Delivery
It is the buyer's responsibility to notify us if the goods have not been received within 21 days of the estimated delivery date or receipt of our invoice.
If no notification is made within this time period the buyer shall be deemed to have received the goods.
6. Duty/Import/General Sale Tax on International Delivery
For countries outside the EU there may be taxes and fees or other charges that you may be liable for. Please check with your local customs office before the order is placed as these charges vary from country to country and we do not have a control over these charges. We have provided an idea of the duty threshold on our website but this is for guidance only and may change at any time.
If local import and custom charges are refused or not paid by you, then the item could be returned to us or possibly even destroyed. If your order is not returned to us we may not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned products minus any costs incurred in returning them to us.
7. Copyright
Copying and printing portions of this website is permitted only for the sole purpose of placing an order with us. The materials on our website may not be used for any other purpose without written permission from annacrosstextileartist.com.
8. Security & Privacy Of Information
annacrosstextileartist.com is committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalised shopping experience. No information collected by us on this site will be sold, rented or loaned except as expressly stated in this Privacy Policy and consented to by you.
annacrosstextileartist.com, Hafan Dawel, Tregydd, Saint Davids, Haverfordwest, Pembrokeshire, Wales.
We will not collect any information about individuals, except where it is specifically and knowingly provided, for example, at the time of ordering. This data is referred to in this policy as 'personal information'.
When you order, we collect personal information such as your name, e-mail address, delivery address, telephone number, credit or debit card number and the card's expiry date. This allows us to process and fulfil your order(s) and to notify you about the status of your order(s).
We will also collect non-transactional data should you enter a competition, take part in a survey, request an e-newsletter or contact surfdome.com or one of its other operating companies via email.
We may also use the information we collect to occasionally notify you about news and information about goods and services we think you may find valuable. At every point on the site where such personal information is collected, we give you the option to tell us if you do not want your personal information used in this way. If at any later stage you decide you would rather not receive such information please Contact Us and typing "NO EMAIL" in the question/comment box.
The information collected will also be used to help us provide further services on this site in the future.
We employ other companies and individuals to perform functions on our behalf, (i.e. when fulfilling orders), processing credit card payments, and providing customer service. Our contractors have access to personal information needed to perform their functions, but may not use it for other purposes.
We may share non-personal aggregate statistics (group) data about visitors to this site, sales and traffic patterns. However we do not sell or share any information about you as an individual user of this site unless you agree to us doing so.
8. Cookies - Our Policy; what and how we use them
We use cookies on the website for a variety of reasons which you can learn about below. The cookies we use do not store personally identifiable information nor can they harm your computer. We want our website to be informative, personal, and as user friendly as possible and cookies help us to achieve that goal.
By using our website, you agree to the use of cookies and other technologies as set out on here. We appreciate some users may like more individual control over their visit to our website and can adjust their settings accordingly. You can read all about this in the section below "How to control and delete cookies". If you do not agree to such use, please refrain from using the website.
A cookie is a small file and holds a certain amount of data, which the website can send to your browser. It may then be stored on your computer's hard drive and can be accessed by our web server. This cookie data can then be retrieved and can allow us to customise our web pages and services accordingly. It's important to clarify that cookies do not collect any personal data stored on your hard drive or computer.
You can find out all about cookies from this website AllAboutCookies.org.
Our website uses both persistent and session cookies:
Persistent cookies are used to allow the website to recognise users when they return to the site and to remember certain information about their preferences. These cookies are cookies which stay on your computer permanently, until you "manually" delete them.
Session cookies are used in order to allow customers to carry information across pages of the website, without having to re-enter such information. These cookies delete themselves automatically when you leave a website and go to another, or when you shut down your browser.
We have also developed relationships with carefully selected and monitored partners, to assist in the delivery of a high quality website. Some of these partners may also set cookies during your visit to support customisation of adverts that you may see elsewhere on the Internet, and/or in order to meet contractual obligations with us.
While these cookies do not store any personal details relating to you or your credit cards, please note we do not have access or control over the cookies and similar technologies that our partners use.
To enrich our website content, sometimes we may embed video content from other social media websites such as YouTube or Facebook. As a result, when you visit a page with content embedded, you may be presented with cookies from these websites. annacrosstextileartist.com has no control or liability over these cookies set, so you should check the relevant third party's cookie policy for more information.
We also offer a 'share page' widget on some of our web pages, where content can be shared easily on the following sites - Facebook, Twitter, Delicious and Digg. These sites may set a cookie when you are logged into their service. annacrosstextileartist.com has no control or liability over these cookies set, so you should check the relevant third party's cookie policy for more information.
Should you choose to disable, reject or block our cookies, some parts of our website will not function fully, or in some cases, our website will not be accessible at all. Our cookies do not contain any personally identifying information, but they do enable us to provide features such as enabling us to store items in your shopping basket between visits. Most web browsers automatically accept cookies, but you can usually change your browser settings to prevent this. It is not possible to make a purchase unless you have cookies turned on and we recommend that you leave them turned on.
For more information on how to control your cookie settings and browser settings, or how to delete cookies on your hard drive, please visit AllAboutCookies.org.
The "help" portion of the toolbar on most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. Disabling cookies may result in loss of functionality of the website.
This website stores information about your account, your orders, and products which interest you. It is used to manage your account and process your orders.
Personal data may be used to send triggered emails, such as cart abandonment and purchase confirmation emails. And to personalise marketing, for example, to suggest products related to your previous purchases.
It may also be used to send you special offers and product news by email.
9. Links
We may from time to time establish relationships with other companies that will enable you to access the web sites of such companies directly from our site. Each individual company operates its own policy regarding the sale of personal information and the use of cookies. If you have a particular interest or concern regarding the way your personal information will be used then you are advised to read the Privacy Statement on the relevant site.
We will try to provide you with links to high quality, reputable sites which we believe will be of interest and relevant to you, but please note that such third party sites are not under our control and we do not contribute to the content of such sites. When you click through to these sites you leave the area controlled by annacrosstextiles.com. We cannot accept responsibility for any issues arising in connection with either the third party's use of your data, the site content or the services offered to you by these sites.
When you place orders or access your account information, we offer the use of a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us.
Please see our Privacy policy for further information. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you.
It is important for you to protect against unauthorised access to your password and to your computer.
Be sure to sign off when you have finished using a shared computer.
You do not have to provide annacrosstextiles.com with any of the information requested, however your computer will need to accept cookies to enable you to place orders.
annacrosstextiles.com does not sell products for purchase by children. We sell children's products for purchase by adults. If you are under 18, you may order from annacrosstextiles.com only with the involvement of a parent or guardian.
10. Complaints
annacrosstextileartist.com will undertake to handle a complaint fairly and competently. We will keep you informed either by telephone or email at each stage and will endeavour to fully resolve your complaint within 72 hours. If you are still not happy with the way your complaint is being handled you should write to:
annacrosstextileartist.com Hafan Dawel, Tregydd, Saint Davids, Haverfordwest, Pembrokeshire, Wales.
10. Tell Us What You Think?
annacrosstextileartist.com welcomes your questions and comments about privacy.
If you have any questions please Contact Us, or by post at the address shown above.