Domestic UK shipping
we only ship items using signed for services, this is to ensure you parcel reaches you safely. you can either choose royal mail 1st or 2nd class signed for as an option. your shipping price will be calculated based on the weight of the items in your basket. additionally to postage we add a minimal fee for the costs of packing boxes and wrap.
If an item is small and under 1kg, we may send it in a padded jiffy bag. If it is between 1kg - 2kg we will send as a small boxed parcel. If it is between 2kg-10kg we will send as multiple small parcels. In the event that it is heavier than 10kg we will send as a medium parcel.
If you miss your signed for delivery you will have to go to your local collection office to claim your parcel. You will need to bring some form of identification and proof of address with you . In the event that the item is not collected and returned to us, we will refund you for the item minus shipping and an administration fee.
All orders are packed on the first tuesday after the order is placed and shipped the following day.
At present we are trialling international shipping using flat rates, plus additional fees per item. If you would like your parcel to be shipped to a country not listed or using an alternate method please email us at firstname.lastname@example.org so we can confirm whether this is possible and then obtain a quote for specific shipping costs and arrange shipment.
Please note international items will be sent tracked and signed for, so you must be present at the address in order to sign for the item or go to a nominated collection point if your delivery is missed.
This service includes proof of posting and insurance / compensation for up to £50 value.
You’ll be able to track your item via the Track your item service.
If you are in any way unhappy with your goods you may send them back for an exchange or full refund within 14 days of receipt in accordance with the EU Distance Selling Regulations. Your statutory rights are not affected. They must be in original packaging with no broken seals (where applicable) and in a resaleable condition.
please follow these instructions:
1) email email@example.com including your email receipt and reasons for refund or exchange
2) wait to receive a return shipping address
3) return the goods unused, undamaged with all original tags intact within 14 days of receiving the return shipping address. please enclose your supplied invoice in the parcel.
unfortunately, we cannot refund or exchange used or customer damaged goods (you statutory rights will not be affected). please note we are not responsible for return postage. when you return goods please retain proof of postage from your shipper. without this we cannot be held responsible for any items that fail to reach us.
In some cases, with certain unique handmade goods or due to stock levels we will not be able to offer an exchange or replacement item. In this instance we will refund your purchase once the original item has been received by us.
terms & conditions
We have made every effort to ensure product photographs, descriptions and details listed on the site are accurate. However, due to the nature of our goods being handmade, variations in colour and texture may occur as a result of the ingredients and / or screen resolution. Please note that all measurements are approximate.
caring for your items
All of the products sold through Head and Hands are handmade, and should be treated with care and in line with the care instructions, where stated in the product listings.
These products are made by third parties and sold through Head & Hands as an agent. The products that are made for the face and body should always be patch tested on the skin before regular use. Head & Hands is not responsible for any allergies or rashes that might occur due to reactions with products we sell.
PRIVACY & DATA POLICY
Head & Hands hold your personal information in connection with the service provided and will not divulge your email, postal address or telephone number to any third parties without your permission. We may contact you either by post, email or telephone, primarily to fulfil your order, or as customer service following up on any issues with an order or to answer any questions you may have.
When We Collect Information About You
- When you give it to us directly - this could be when you register as a subscriber on our newsletter
- When you give permission to third party organisations to share it with us, for example if you sign up to one of our events through Eventbrite or Facebook.
- When you make a purchase via our website - your name, and address is shared with us for billing and fulfilment purposes.
What information we collect about you
Personal information is any information that can be used to identify you. The type and quantity of information we collect, and how we use it, depends on why you are providing it, but we will only ever collect the information we need, including data that can help us to improve our services.
We collect two types of information from subscribers:
Non-personal information such as website pages accessed and emails opened. This helps us to monitor how many people access the website, and how popular different pages or newsletters are. This information doesn’t tell us anything about you, it simply allows us to monitor and improve our service.
Personal information which may include your name and contact details (postal and email address). We collect this information in connection with newsletter subscription, workshop bookings and online store orders. You don’t have to disclose any information to us, however if you do choose to withhold requested information, we may not be able to provide you with certain services.
What we do with your information
Information you give us may be used to:
- Fulfil your order requests or provide you with the services, products or information you asked for
- Keep a record of your relationship with us
- Ensure we know how you prefer to be contacted
- If you have agreed to it, to provide you with information that we think may be of interest to you
Information you give us will NOT be used for selling to third parties.
With your consent, we will contact you to keep you up to date Head & Hands. Occasionally we may include information about partner organisations who are collaborating with us on joint projects. Our forms and website have clear marketing preference questions and we include information on how to opt out when we send you any marketing material. If you don’t want to hear from us, please just let us know when you provide your data, by unsubscribing from our newsletters at any time or by emailing firstname.lastname@example.org
Sharing your data and keeping it safe
We take looking after your information very seriously and we ensure that there are appropriate technical controls in place to protect your personal details. For example, our online data forms are password protected and our network is protected. Unfortunately, information transmitted over the internet is never 100% secure, so while we do our best to try to protect the security of your information, we cannot guarantee that loss, misuse or alteration of data will not occur whilst data is being transferred.
We will never sell or share your personal information with organisations so that they can contact you for any marketing activities.
We will sometimes share your information with our trusted suppliers who process personal data on our behalf. We do comprehensive checks on these companies before we work with them, especially regarding how they manage the personal data they collect or have access to.
Some of these suppliers run their operations outside the European Economic Area (EEA). For example, when you sign up to receive information from us, you will be added to our MailChimp list. MailChimp (registered in the US) process your data by collecting and storing the information you give us via our sign up forms in order for us to create and use distribution lists, and send marketing and email campaigns. Although they may not be subject to the same data protection laws as companies based in the UK, we will take steps to make sure all of our suppliers provide an adequate level of protection in accordance with UK data protection law. By submitting your personal information to us, you agree to this transfer, storing or processing at a location outside the EEA.
We may also need to disclose your details if required to the police, regulatory bodies or legal advisors. We will only ever share your data in other circumstances if we have your explicit and informed consent.
How long will we keep your data?
We will only keep your data for as long as we need to in order to operate the service which you have requested and for as long as required in accordance with legal requirements and tax and accounting rules. When your data is no longer needed, we will dispose of it in a secure manner.