Thank you for buying from my shop Hérisson Rose.
I aim to post items the next business day after purchase, but as I live in a small village, it may be longer if the Post Office is closed, for example over Holidays.
Any questions or problems, don't hesitate to contact me through Etsy messages, or at herissonrosedesign[at!]gmail.com and I'll try my best to help.
Regards,
Carina Hall (Hérisson Rose Design)
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SHIPPING TIMES:
Please note: Airmail from the EU is sent on available passenger flights: the pandemic, rising fuel costs and ongoing war have all affected frequency of flights.
International mail also passes through 4 or more stages, each stage varies, including Border Customs clearance, where it may be held longer for security checks.
( US Customs are the fastest, but Australia and NZ can take 3 or more weeks :( Any Tracking also won't update until it has cleared your Border Customs, and handed to the local mail carrier. )
Delivery times are therefore an ESTIMATE only, since time for each stage can vary, so please be patient.
If you want a detailed estimate, please get in touch! I have sent thousands of packets, and can check for any current delays / issues likely to affect your packet and give you an ETA.
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USA: 4 - 21 days, average is 11 days - faster the closer you live to NY (where airmail lands)
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Australia: 2 - 6 weeks - your Border Customs is the strictest in the world, and often takes weeks to clear even with the right paperwork (GST will be collected by Etsy automatically on your order). Please be patient - if you have purchased tracking, please be aware that it will not update until the packet has cleared Customs, and is handed to the mail carrier.
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UK: 4 days to 2 weeks: Brexit has added Border Customs checks and Import VAT of 21%: Etsy collects this tax on orders under £135 in value (including postage), and provides me the correct paperwork to ensure it passed smoothly through Customs.
Unfortunately orders over £135 are now also subject to Customs Duties: the VAT is calculated added AFTER, which means Etsy does not collect this when you pay for your order. This means Border Customs will add a tax bill to the packet, and Royal Mail will hold your packet until these taxes are paid.
I will contact any affected order to ask confirmation in writing that you accept responsibility for any taxes due, as sadly any refused packet will be destroyed instead of returned to me :(
I am completely sympathetic if the VAT bill is an unpleasant surprise, and you prefer to cancel / refund in full instead of sending the packet (this is why I contact everyone affected beforehand).
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TRACKING:
This is unfortunately not provided as standard in my country - it is an expensive extra (that frequently doesn't work!). Therefore I only provide it on orders over a certain value, or on request.
Please note: this is NOT even the US style tracking, that updates at every stage (it does exist, but only for parcels and costs 26+ euros!). French Laposte often do not scan it AT ALL, and the number will show as "unknown" for a week / until the first scan on arrival in the US.
This is the main reason I do not use tracking on smaller orders unless asked: it costs 3 to 5x as much as normal mail, and does not meet customers' basic expectations of knowing where their packet is.
Laposte is promising to modernise it's system from January 2023 and offer more options; until then I prefer to offer value for money on small items. (Update: the "modernising" took away some cheaper mail rates, and rolled out (the exact same) tracking service to France only. The sole difference seems to be their promise to actually scan it! (and charge more of course).
US customers: I HIGHLY RECCOMMEND pasting your tracking number direct into USPS.com - it's often much more detailed / faster to update that either the Laposte or the Etsy tracking pages.
The same applies for other countries: try your national carrier's tracking first: it's often more accurate.
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RETURNS:
Please reach out to me first if your goods arrive damaged. I pack them very well, but sometimes the mail service lets us down. I prefer to replace items if you are not entirely happy with them, unless it is a unique one-off piece i invested a lot of time and effort to make, and may wish returned to me.
IMPORTANT, PLEASE READ: Etsy have rolled out their "simplified" Returns template which is unfortunately not legal in the EU.
As a registered business I am legally required to inform customers BEFORE AND AFTER PURCHASE of their rights, and the detailed and specific terms and conditions that apply:
I am now entirely unsure what exactly Etsy are showing to customers: so to ensure my legal obligations are fulfilled, i need to include it all (again) here:
Customers purchasing from my shop (based in EU) have the legal right to return an item within 14 days of receipt, for any reason.
To initiate a return, the customer must contact me withing 14 DAYS to arrange this. They then have another 30 DAYS to return the item (this is a legal statement I am required to publish, I do not actually require this!)
Upon receipt of the returned goods, I am obliged to refund the item price, and original postage costs in full.
Return postage costs are fairly the responsibility of the buyer.
The exceptions are for goods damaged in transit, faulty, personalised items that cannot be resold, or for hygiene reasons.
I am also legally required to provide a WITHDRAWAL FORM, which Etsy used to provide automatically and is removing from Oct 31st. To satisfy my legal obligations, the EU WITHDRAWAL FORM can be found here from Oct 31st:
HOWEVER, PLEASE REACH OUT TO ME THROUGH ETSY. Communication is easier for both of us this way to reach a mutually acceptable solution. The blurb and form provision is just a legal formality.
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PACKAGING: *ALL* items will be boxed, delicate or large items securely wrapped and double-boxed.
Item >> gift bag >> box >> bubblewrap >> padded envelope
I believe in over-engineering on the postal-front to ensure against tragedy.
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GERMAN PACKAGING ACT :
My company Herisson Rose is LUCID compliant with the Stiftung Zentrale Stelle Verpackungsregister (ZSVR), registration number DE2250015811398
My Dual System Licensing partner for the collection, sorting & recycling of the packaging is ACTIVATE by RECLAY.
Customers located in Germany, please ensure that all received packaging is disposed of in the right recycling containers: Blue for all paper & cardboard and Yellow for all plastics.
Thank you!
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EU PRIVACY POLICY AND GDPR COMPLIANCE
Concerning Digital Records
This privacy Policy is a legal requirement detailing how I collect,
store and share information when you purchase, contact, or use my
services on Etsy.com :
- But since I do not currently maintain ANY separate digital records
that contain personal identifiable data on my clients, or download
records from my sales channels to be stored anywhere separately, the
bulk of GDPR regulatory concerns do not apply to my business.
The Policy also does not apply to the practices of third Parties that
I do not own or control, including Etsy and any third party services
you access through Etsy. Etsy has their own Privacy Policy governing
the use of this data.
1) Information I collect and why:
Personal information supplied at point of sale is only shared with:
- Postal Services, for purposes of fulfilling your order.
- Etsy - as necessary to comply with Etsy's Terms of Use and Seller
Policy requirements.
- The legal requirement to complete International Customs Declarations
and Import forms correctly.
- Tracked mail requirements to additionally include the customer's
contact email address and/or a phone number in case of delivery issues
- Compliance with Tax, Legal and Fraud prevention purposes - if asked
to supply this info by government bodies, or for credit checks, police
investigation, or fraud prevention enquiries.
2) I do not currently download, store, or transcribe personally
identifiable customer data in any digital form, so the legal
requirement to decribe how and where and for how long it is stored is
a moot point.
a) I do not use shipping labels (as currently not available in my
country), and so transcribe relevant address and order info from the
sales screen by hand. It is not downloaded, uploaded, stored anywhere
except on the servers of Etsy, or passed on to third parties by
myself.
b) As an Auto-Entrepreneur microbusiness, with TURNOVER below the
83,000 eur threshold of VAT, I am obliged to submit gross sales
figures quarterly.
- for which I only record the item(s) sold, gross price, any
deductions, postage, and the destination country for tax purposes.
- No address, email, or personal info is contained in my digital
records, which are hand transcribed and not downloaded or stored by
myself in any digital format. (since I run a number of shops on
various platforms, and all have wildly different formats - this method
is easier for book-keeping and I have no plans to change this in the
future)
c) The only places customer info is stored is on the 3rd party
infrastructure of the website where the sale occurred (Etsy), for the
purposes of fulfilling your order.
Etsy has their own Privacy Policies governing their use of this data
since is is stored on their servers and handled by their Payment
Processors - I have no access to, or records of, sensitive customer
payment information beyond sales figures, payment type, order delivery
address and necessary client contact details to fulfil orders.
I do not run any adware, trackers, or 3rd party applications on my
website apart from Google Analytics for the purposes of business
insight.
Google Analytics is currently being altered to align with
GDPR privacy requirements - currently I have it set up to wipe all
collected data after a year.
3) Based on GDPR Law, customers have a number of rights pertaining to
their personal information and it's use.
- ACCESS: You may have the right to access and receive a copy of the
info I hold about you, by contacting me at the address below.
- CHANGE, RESTRICT, DELETE - You may also have rights to change,
restrict my use of, or delete your personal information (Absent
exceptional circumstances such as where I am required to keep data for
legal reasons)
I will generally delete your personal info on request (although as
stated above, I DO NOT actually record it anywhere seperately, and
have no control over what third parties like Etsy and their associates
keep in their records, or for how long, as this is governed by their own Privacy
Policies)
- OBJECT. You can object to:
i) my processing some of your info based on my legitimate interests, and
ii) receiving marketing messages from me after providing your express
consent to receive them.
(In plain English: Marketing Lists. I don't run one from Etsy, and
folks that do now need your explicit consent to be added to one, and
to be sent marketing emails.
It also means that you can ask to be removed from a Mailing list you
already agreed to be on at any time - and on receiving such a request,
the manager of the list legally has to delete your contact info and
stop sending you marketing emails.
iii) In such cases, I will delete your personal info unless I have
compelling and legitimate grounds to continue using that information
(see above - fulfilling the order, taxes etc), 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:
Fur the Purposes of EU data Protection Law, I Carina H, am the data
Controller of your Personal Information provided to me. If you have
any questions or concerns, please contact me via the "Contact" button,
or herissonrosedesign [at!] gmail [ dot!] com
