Terms and Conditions
This web site is owned and operated by Garden Gift Shop who are completely dedicated to your total satisfaction. If you have any suggestions or comments or if you need to contact us, please email us using the link on the store page or use the details below.
Our Contact Details:
Callow Retail Ltd,
Unit 11, Stirlin Court,
Saxilby Enterprise Park,
LN1 2LR England, United Kingdom
Phone: 01522 704505
VAT No: GB114384923
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
We accept card payments. If you are shopping from North America or anywhere else, place your order and your card company will convert the transaction to US Dollars or your own currency.
We accept Visa, Amex and MasterCard. Backordered items are not charged until they are shipped. If you do not wish to pay online, you may send your card information via phone.
If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Shipping And Handling
Shipping & Returns
Postage costs are clearly shown before you complete your order.
It is our intention to complete orders as quickly as possible and to provide the most efficient and cost effective delivery method. Delivery charges vary throughout the site, but are never more than what it actually costs us to package and deliver an item.
When comparing costs of products, please consider the total price including postage and packing rather than looking for offers of ‘free delivery’ or flat rate charges. Please also remember that the price of packing is included within delivery charges.
If you are not generally at home during the day please consider having your order sent to an alternative address such as a to neighbour, or your place of work.
If you have ordered a large garden item it may be delivered on a pallet. If this is the case, you will be contacted in order to arrange a convenient day for delivery. Please see our page on pallet deliveries for more information.
Delivery prices are quoted for mainland UK only. We can deliver some items to Ireland, Scottish highlands and islands and also abroad. Please contact us directly if you have any queries about delivery locations. If you can do this by email (link below) and provide a delivery postcode (or location if no postcode is available) along with the product you are interested in, we will get back to you as quickly as possible.
We will send an e-mail to let you know your order has been processed and despatched. All Orders must be signed for at the point of delivery.
Orders typically take between 1 and 10 days to arrive, only longer than 48 hours during busy or seasonal periods such as bank holidays or Christmas for example. If an item is out of stock or requires personalisation then delivery may take up to 28 days. If there is likely to be any sort of delay with your order, we will notify you by email or phone at the earliest opportunity to give you the choice of ordering an alternative item in stock, or refunding your purchase.
Nearly all orders arrive within a few days, however please allow up to 28 days for delivery of back-ordered or personalised items.
Please contact us for further information.
Returns and Refunds
We offer a 28 day no-quibble money back guarantee!
You can return your item(s) to us within 28 days of receiving your order for a complete refund. All that we ask is that the item(s) must be returned to us in their original as new condition with all of the tags attached and the item(s) still in their original packaging. Items that have been used, washed, soiled or damaged in any way will invalidate our offer.
We deliver your order right away. We will normally send your order to you in 2 business days. International orders are generally received in under 5 days.
You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.
You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
For orders made from the UK or the European Union, 20% VAT is included. All other orders are VAT free.
Credit Card Security
When an order is placed on our website, credit card numbers are not stored either on paper or electronically. Our Payment processers and Banks use encryption when processing payments and comply with PCI Standards - using 128 bit encryption. Your details are never held in clear text on any website. Callow Retail Ltd is certified as PCI DSS compliant.
We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee.
If you need to reach us, please email us using the form on the contact us page, alternatively you can email us at firstname.lastname@example.org or call on 01522 704505 (International +44 01522 704505) or write to us at Unit 11, Stirlin Court, Saxilby Enterprise Park, Skellingthorpe Road, Lincoln, Lincolnshire, LN1 2LR, United Kingdom.
We collect certain data from you directly, such as information you enter yourself for placing an order. This will include your email address as we will need this to send updates on the progress of your order, or may need to contact you if a courier has problems with the delivery – or even if we need to arrange a time. The same is true of your telephone number. Of course, we need your address to be able to deliver the order.
We also collect some data automatically, like information about your device and what parts of our website or products on display you interact with or spend time using. This is automatically collected and used for analysis purposes only.
If you opt in to marketing emails during checkout or sign up to receive our email newsletter we may use your data to send you direct marketing emails relating to offers and/or new product information, we will not pass on your data other than to organisations that need it to fulfil our contract with you.
Data you Provide to Callow
Your data that is provided will only be for the fulfilment of your order, or enquiry. For example, if you email us to ask a question about a product or delivery timescale, we will only use the data you provide to respond to that enquiry. If it is not required, it will not be passed on to any other party. Your email will then be deleted and removed from the email server.
When you make an online purchase, we take
- your name,
- company name
- Billing Address including Postcode
- Contact telephone numbers
- Email Address
- Delivery Address – if different
When you shop with us, we do not force you to make an account with us, you can checkout as a guest within our bespoke software. However – we do need to retain your details to fulfil the order, keep you updated with the progress of the order and have the ability to contact you in connection with the order. We call this performance related and has no connection with marketing.
Your details are kept for longer than the fulfilment process, this is because we offer a warranty and we need to keep your information for at least the warranty period – normally 12 months. We also have certain obligations with HMRC and other authorities that insist we keep certain records to substantiate VAT claims or similar. Your records will be kept secure and are not profiled in any way.
When you shop with us you need to provide data to be able to successfully pay for the items being ordered. This will mean providing your card details to process a card not present transaction. This transaction is processed within the guidelines of the “payment Card Industry Standards (PCI Standards) which we are audited annually to able to have the facility of doing so. In addition, our website is hosted securely, and you can see the https:// which indicates a secure facility. When you are giving your card details, your are actually being passed to a Payment gateway, which currently is either “sagepay” or “paypal” depending on your payment method choice. We have also ensured that this is payment process is hosted securely, that the providers are authorised and comply with the latest legislation relating to your privacy and Security. We do not actually see or hold the details of your cards. In addition, we do not have access to your Paypal account.
Our Payment gateway Partners are authorised and regulated and work within the guidelines required. It is your right to ask us for their details if you require them.
- If you call us to place an order, we will take the same details. The difference being that we will process the card payment for you so will have to ask for the card number, expiry date, name on card and Security code (CVV). Your card payment will be processed via our order processing system, which is also securely hosted and linked securely to our Mail order Trading Facility in Sagepay. We do not store your card details in anyway and your address details are entered directly on to our order system.
Automatic data collection
When you visit our website, we (“we” also refers to our partners that develop our systems and digital architecture) collect certain data by automated means which include – System data such as type of device, computer and your IP address that is used to access our website, the operating system you are using and version, what web browser you use, which language and country.
We also record usage type data, which we call analytics, this is information such as what buttons you press on our website, how long you are on a page for, how you navigate through our pages, the sales process and search queries.
The data listed above is collected by our partners through the use of server log files and tracking technologies, as detailed in the “Cookies and Data Collection Tools” section below. It is stored by our partners such as the web developers and Google analytics or Webmaster tools and associated with your account.
How we obtain this data
We use tools like cookies, analytics services and advertising providers to gather the data listed above. Some of these tools offer you the ability to opt out of data collection.
These tools automatically obtain, and track data as described above in our automatic data collection section. This data is then gathered together so that we can form business decisions and not profiling of you as a person. It is used to “aggregate” data that shows us as a business certain key indicators to suggest how “people” behave and not “you” as an individual or not to profile you.
We use 3rd party companies such as Google, Amazon, Facebook, Bing to advertise our products directly to people searching for similar products to buy. This advertising may be based on things we know about you because you have visited us before, as described above or things that the advertising companies know about you for the same reasons.
What do we use all this data we collect for
Our company use your data to be able to provide a service you have requested or shown an interest in or to communicate with you. We also can use the date to identify and rectify problems and even to help secure or protect you and others from fraud, as a result of this some of the information has to be kept to enable to fulfil our legal requirements.
We use your data to:
- Process your orders or request for information
- Communicate with you about your account or orders
- Responding to your questions and concerns;
- Sending you order, product or question related messages and information
- Contact you by telephone to arrange delivery of a large pallet item or problem with an undelivered order
- Manage your account or log in preferences relating to the account you have created with us
- Contact you to Solicit feedback from you in connection with our product and service satisfaction
- Ask you to help us Improve our Services and products
- Analyze data for trend purposes and traffic assessing and analysing , track purchases made by you
- Advertise our products on third-party websites
- As required or allowed within UK law (or our sole Professional discretion), otherwise as we see correct to ensure the safety or integrity of our users, employees, third parties, the public, or our Services
Please note – as part of our commitment to Customer Service and satisfaction, we do send follow up emails after the order is delivered to ask for your thoughts on our level of service and the product itself. We only send this email once and we will not include any marketing or promotional material.
This type of email is not based on consent, but rather our legitimate interests in performance related processing.
Who we share with
- Couriers and Carriers that delivery your orders
- Payment gateways such as Sagepay, Paypal and paypoint
- Website Development Companies
- Social Media companies
- Analytical companies such as google for analytics and performance metrics
- Order processing companies who secure and develop our order processing software
- Third party product providers to fulfil orders not held at our location
- We may share certain statistical data with 3rd party marketing companies to help with advertising – not direct marketing.
We may well share information as required by law:
o Tax, HMRC and other obligatory company requirements
o As requested by Authorities with Warrants
o As requested with organisations with correct DPA Authority
o For Security and Integrity reasons only buy people with correct jurisdiction
o To request what data is held
o To amend data held
o To delete data that is held – only data that is no longer also required by us
o To deny cookies – through tools on your Browser
o To terminate your account
o To opt out of any marketing mails or communications we may send after opting in
To facilitate any of the above requests – please email email@example.com
What are cookies?
Cookies are small text files stored by your browser as you browse the internet. They can be used to collect, store, and share data about your activities across websites, including on our websites. Cookies also allow us to remember things about your visits to us, like your preferred language, and to make the site easier to use.
We use both session cookies, which expire after a short time or when you close your browser, and persistent cookies, which remain stored in your browser for a set period of time. We use session cookies to identify you during a single browsing session, like when you log into our website account area. We use persistent cookies where we need to identify you over a longer period, like when you request that we keep you signed in.
- To log you into the website
- To protect your security
- To help detect and fight spam, abuse, and other
Authentication and security
For example, cookies help authenticate your access to our website and prevent unauthorised parties from accessing your accounts.
- To remember data about your browser and your preferences
- To remember your settings and other choices you’ve made
For example, cookies help us remember your preferred language or the country you’re in, so we can provide content in your preferred language without asking each time you visit.
Analytics and research
For example, cookies help us test different versions of our website to see which features or content users prefer, and cookies help us see how you interact with our website, like the links you click on as mentioned earlier.
You can opt out of some of these services through tools like the Google analytics opt-out browser facility
What are my privacy options?
- Most browsers automatically accept cookies, but you can change your browser settings to decline cookies by consulting your browser’s support articles. If you decide to decline cookies, please note that you may not be able to sign in, customize, or use some interactive features in the Services of our websites.
- Flash cookies operate differently than browser cookies, so your browser’s cookie-management tools may not remove them.
- For general information about targeting cookies and how to disable them, visit www.allaboutcookies.org.
Your rights to return goods are protected under the EU Distance Selling Directive.
You are entitled to cancel your order and return the goods within 7 working days for a full refund, including the cost of delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed.
Any goods returned should be in saleable condition.
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.
None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.