Our Store Policies
Transparency and Care
In today’s online market, honesty is the best policy. That’s why we designed the most generous and transparent store policy for our customers. Read below to learn more and don’t hesitate to contact us with questions!
What You Need to Know
Delivery Times & Methods
We are currently offering delivery within UK only.
We aim to dispatch all items within 2-3 working days of receiving your order. Please note that during peak periods (ie in the run up to Christmas) dispatch may be delayed, however your order will be dispatched within 5 working days.
We send the majority of orders via Royal Mail on a standard 2nd class service. Please note that items sent via 2nd class mail should arrive within 2-3 working days of dispatch, however this is not a guaranteed delivery date service and during peak times delivery may take a little longer.
Large or heavier orders (generally orders over £50 in value or 2kg in weight) may be dispatched via a courier service. This will be a tracked service and tracking information will be made available to you after your order has been dispatched by us.
Prices quoted are for UK mainland addresses. Delivery to parts of Scotland, the Scottish Highlands and Islands, the Channel Islands, the Isle of Man and the Isle of Wight may incur an additional postage cost to the customer. We will contact you if there will be an extra cost on your order. Please note posting gifts or goods to the Channel Islands require a customs declaration form, any charges due to this process are paid by customer.
Delivery cost is calculated based on weight of the items and shown when proceed to checkout. Orders over £50 free postage applies.
Our Return and Exchange Policy
We hope that you are delighted with your order from us. However, we understand that you may occasionally wish to return an item/order if you change your mind, if you find an item which is not as you expect, or if an item is faulty.
Please check your items and inform us of any problems as soon as you receive your order, as returns must be processed within 14 days of receiving your order.
Change of mind or item not as expected returns:
We can only accept returns for physical items. PDF downloads are non refundable.
We are happy to offer a refund or exchange if you return your item to us within 14 days of receiving your order.
You do not need to contact us before returning your item. However, for us to be able to process your return as quickly as possible, please follow the steps below:
· Check your item is in a resalable condition and is in its original packaging (if applicable)
· Please ensure you enclose details of your original order number and your name and address inside the parcel.
· Affix the correct postage and return your parcel to: Pola Quilting, 28 The Drive, SO40 9EG, Totton
· We recommend you obtain a certificate of posting from the Post Office, as you are responsible for the goods until they reach us.
· We will process your return and issue your choice of a refund or exchange within 5 working days of receipt of your return.
We regret that we are only able to refund postage charges if you have been sent incorrect, faulty or damaged goods. Therefore, we do not recommend paying extra for 'special delivery' or 'signed for' services.
If an item is faulty, damaged or incorrect:
If you have received a damaged, faulty or incorrect item please contact us within 14 days of receipt of your order. The email address to contact us is email@example.com
We will ensure that the problem with your order is put right as quickly as possible. If it is necessary for you to return the items to us, we will cover the return postage costs for items to be returned by standard 2nd class or 2nd class recorded mail. Please do not return items via special delivery unless specifically instructed to do so as special delivery costs will not be covered by us unless previously agreed in writing.
Privacy at Pola Quilting
All About Information Security
PERSONAL INFORMATION WE COLLECT
We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.
When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We collect such Non-personal and Personal Information for the following purposes:
To provide and operate the Services;
To provide our Users with ongoing customer assistance and technical support;
To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
To comply with any applicable laws and regulations.
Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. You can read more about how Wix uses your Personal Information here: https://www.wix.com/about/privacy.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address and phone number.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfil any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations).
Additionally, we use this Order Information to:
Communicate with you; Screen our orders for potential risk or fraud; and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
We share your Personal Information with third parties to help us use your Personal Information, as described above.
We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.
We also use Google Analytics to help us understand how our customers use the site - you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Our Services include certain Social Media features and widgets, single sign on features, such as the “Facebook Connect” or “Google Sign-in”, the “Facebook Like” button, the “Share this” button or other interactive mini-programs (“Social Media Features”).
These Social Media Features may collect information such as your IP address or which page you are visiting on our Website, and may set a cookie to enable them to function properly. Social Media Features are either hosted by a third party or hosted directly on our Services. Your interactions with these third parties’ Social Media Features are governed by their policies and not ours.
In addition, our Services may enable you to share your Personal Information with third parties directly, such as via page framing techniques to serve content to or from Third Party Services or other parties, while preserving the look and feel of our Website and Services (“Frames”).
Please be aware that if you choose to interact or share any Personal Information via such Frames, you are in fact providing it to these third parties and not to us, and such interactions and sharing too are governed by such third parties’ policies and not ours.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfil contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at firstname.lastname@example.org or by mail using the details provided below:
Pola Quilting, 28 The Drive, SO40 9EG, Totton