All orders are delivered via First Class Royal Mail. We aim to post orders within 24 hours of receipt, except at weekends. Orders received by 10am on Saturday will be posted that day; after that time we will try to do the same, but such orders may not be posted until Monday morning. Postage costs depend on the size and weight of your order: large letter size £1.70; small parcel £3.35; large parcel £5.60. All orders at and over £40 are delivered free of charge. Deliveries to Europe cost £5.60 for small parcels and £8 for large and free delivery at and over £65. Deliveries to the rest of the world cost £10 small parcels and £12 large.
If you are not 100% satisfied with your purchase, you may return the product and get a full refund or exchange the product for another one, within 30 days of the purchase date.
In order for us to be able to refund/exchange your items, we ask that you return them in the same condition you received them in and in the original packaging.
Please retain your order confirmation email as we may need this in order to complete your return.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. As long as the above terms are met,
your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, please wait a few days as sometimes it can take time for the refund to show in your account. Please contact us if you still have not received the money.
If you receive an item that is defective or damaged, please email us so that we can arrange a replacement.
If you are purchasing a gift for someone and you would like the package sent directly to them, please write your gift message in the special instructions box at checkout. We will hand write this on a card and post your package of beautifully wrapped goodies directly to your chosen recipient.
If you have received a gift from someone from our site and you would like to return it, please do and we will email you a gift credit for the value of your return.
To return your product, please post your product to: Wallow, Twytton House, High St, Alfriston, East Sussex, BN26 5TD. We regret that at this time we cannot offer a free returns service.
We truly value your custom and we want to reward you for shopping with us. Once you have an account set up, you will automatically join our rewards program, 'Wallow Friends'. Every time you shop with us, you will earn points: 1 point for each £1 spent. When you have reached 100 points you will have the option to redeem them for £5 off your next order. You can also earn points for liking us on facebook or referring a friend. At the bottom of our site you will see the Wallow Friends button: click on that to see your points total at any time.
Personal information we collect:
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
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, email address, and phone number (optional). We refer to this information as “Order Information”.
How do we use your information?
All personal data is stored securely in accordance with the Data Protection Act and the GDPR. 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 optimise our Site (for example, by generating analytics about how our customers browse and interact with the Site). If we ask for your personal information for marketing purposes, we will ask you directly for consent, and once consented, you will always have the opportunity to opt out again.
Sharing your personal information:
We use Shopify to power our online store your data is stored through Shopify’s data storage, databases and the general shopify application. They store your data on a secure server behind a firewall. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We may 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.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a lawful request for information we receive, or to otherwise protect our rights.
We use Google Analytics and the Facebook pixel to give us information about who has visited our site and we may use this information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below:
Alternatively, disabling cookies will prevent these companies from tracking your visit to our site.
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
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, to Shopify’s Canadian parent entity. This data is then protected by Canada’s privacy legislation, which is considered adequate under the GDPR. Your personal data may be transferred to cloud service providers in the USA through privacy shields considered adequate under the GDPR.
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 unsubscribe from marketing communications, please contact us by e-mail at firstname.lastname@example.org.