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HELP

Thank you for visiting our site.

 

There are several ways you can contact us, either by phone or email, or you can fill in our contact form below and we will come back to you within 24 hours.

 Call us on

07515 410 493

 

Email us on

karen@ashanddove.com

 

Our Address

Ash&Dove 53 Houghton Road, Dunstable, Bedfordshire, LU5 5AB

 

Office Hours

8.30am - 6.00pm Monday - Sunday

PRIVACY POLICY

Privacy and cookies policy

  1. Introduction
    1. We are committed to safeguarding the privacy of our website visitors; in this policy we explain how we will treat your personal information.
    2. 1.2 We will ask you to consent to our use of cookies in accordance with the terms of this policy when you first visit our website. / By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy.
  1. Collecting personal information
    1. We may collect, store and use the following kinds of personal information:
      1. information that you provide to us when registering with our website (including your email address, delivery address and telephone number).
      2. information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters (including your name and email address);
      3. information relating to any purchases you make of our goods (including your name, delivery address, payment address, telephone numbers, email address and card details);
      4. information that you post to our website for publication on the internet for the purpose of reviews;
      5. information contained in or relating to any communication that you send to us (including [the communication content and metadata associated with the communication);
      6. any other personal information that you choose to send to us;
    2. Before you disclose to us the personal information of another person, you must obtain that person's consent to both the disclosure and the processing of that personal information in accordance with this policy.
  1. Using personal information
    1. Personal information submitted to us through our website will be used for the purposes specified in this policy or on the relevant pages of the website.
    2. We may use your personal information to:
      1. administer our website and business;
      2. personalise our website for you;
      3. enable your use of the services available on our website;
      4. send you goods purchased through our website;
      5. send you non-marketing commercial communications;
      6. send you email notifications that you have specifically requested;]
      7. send you our email newsletter, if you have requested it (you can inform us at any time if you no longer require the newsletter);
      8. send you marketing communications relating to our business where you have specifically agreed to this, by email or similar technology (you can inform us at any time if you no longer require marketing communications);
      9. keep our website secure and prevent fraud;
      10. verify compliance with the terms and conditions governing the use of our website; and
      11. [other uses.]
    3. If you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the licence you grant to us.
    4. We will not, without your express consent, supply your personal information to any third party for the purpose of their or any other third party's direct marketing.
    5. All our website financial transactions are handled through our payment services providers, PayPal & Sage Pay You can review the provider's privacy policy at https://www.paypal.com/uk/webapps/mpp/merchant and http://www.sagepay.co.uk/ We will share information with our payment services provider only to the extent necessary for the purposes of processing payments you make via our website, refunding such payments and dealing with complaints and queries relating to such payments and refunds.
  1. Disclosing personal information
    1. We may disclose your personal information:
      1. to the extent that we are required to do so by law;
      2. in connection with any ongoing or prospective legal proceedings;
      3. in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk);
      4. [to the purchaser (or prospective purchaser) of any business or asset that we are (or are contemplating) selling; and]
      5. [to any person who we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure of that personal information.]
    2. Except as provided in this policy, we will not provide your personal information to third parties.
  1. International data transfers
    1. Personal information that you publish on our website or submit for publication on our website may be available, via the internet, around the world. We cannot prevent the use or misuse of such information by others.
    2. You expressly agree to the transfers of personal information described in this Section 5.
  1. Retaining personal information
    1. This Section 6 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal information.
    2. Personal information that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.
    3. Notwithstanding the other provisions of this Section 6, we will retain documents (including electronic documents) containing personal data:
      1. to the extent that we are required to do so by law;
      2. if we believe that the documents may be relevant to any ongoing or prospective legal proceedings; and
      3. in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk).
    1. Security of personal information
      1. We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.
      2. All electronic financial transactions entered into through our website will be protected by encryption technology.
      3. You acknowledge that the transmission of information over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.
      4. You are responsible for keeping the password you use for accessing our website confidential; we will not ask you for your password (except when you log in to our website).
    1. Amendments
      1. We may update this policy from time to time by publishing a new version on our website.
      2. You should check this page occasionally to ensure you are happy with any changes to this policy.
      3. We may notify you of changes to this policy by email or through the private messaging system on our website.
    1. Third party websites
      1. Our website includes hyperlinks to, and details of, third party websites.
      2. We have no control over, and are not responsible for, the privacy policies and practices of third parties
    1. Updating information
      1. Please let us know if the personal information that we hold about you needs to be corrected or updated.
    1. About cookies
      1. A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.
      2. Cookies may be either "persistent" cookies or "session" cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.
      3. Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.
      4. Cookies can be used by web servers to identify and track users as they navigate different pages on a website and identify users returning to a website.
    1. Our cookies
      1. We use only session cookies on our website.
      2. The names of the cookies that we use on our website, and the purposes for which they are used, are set out below:
        1. we use [cookie name] on our website to [recognise a computer when a user visits the website / track users as they navigate the website / enable the use of a shopping cart on the website / improve the website's usability / analyse the use of the website / administer the website / prevent fraud and improve the security of the website / personalise the website for each user / target advertisements which may be of particular interest to specific users / [describe purpose(s)]];
    1. Analytics cookies
      1. We use [Google Analytics] to analyse the use of our website.
      2. Our analytics service provider generates statistical and other information about website use by means of cookies.
      3. The analytics cookies used by our website have the following names: [_ga, _gat, __utma, __utmt, __utmb, __utmc, __utmz and __utmv].
      4. The information generated relating to our website is used to create reports about the use of our website.
      5. Our analytics service provider's privacy policy is available at: [http://www.google.com/policies/privacy/].
    1. Blocking cookies
      1. Most browsers allow you to refuse to accept cookies; for example:
        1. in Internet Explorer (version 11) you can block cookies using the cookie handling override settings available by clicking "Tools", "Internet Options", "Privacy" and then "Advanced";
        2. in Firefox (version 39) you can block all cookies by clicking "Tools", "Options", "Privacy", selecting "Use custom settings for history" from the drop-down menu, and unticking "Accept cookies from sites"; and
        3. in Chrome (version 44), you can block all cookies by accessing the "Customise and control" menu, and clicking "Settings", "Show advanced settings" and "Content settings", and then selecting "Block sites from setting any data" under the "Cookies" heading.
      2. Blocking all cookies will have a negative impact upon the usability of many websites.
      3. If you block cookies, you will not be able to use all the features on our website.
    1. Deleting cookies
      1. You can delete cookies already stored on your computer; for example:
        1. in Internet Explorer (version 11), you must manually delete cookie files (you can find instructions for doing so at http://windows.microsoft.com/en-gb/internet-explorer/delete-manage-cookies#ie=ie-11);
        2. in Firefox (version 39), you can delete cookies by clicking "Tools", "Options" and "Privacy", then selecting "Use custom settings for history" from the drop-down menu, clicking "Show Cookies", and then clicking "Remove All Cookies"; and
        3. in Chrome (version 44), you can delete all cookies by accessing the "Customise and control" menu, and clicking "Settings", "Show advanced settings" and "Clear browsing data", and then selecting "Cookies and other site and plug-in data" before clicking "Clear browsing data".
      2. Deleting cookies will have a negative impact on the usability of many websites.
    1. Our details
      1. This website is owned and operated by Shopify.com
      2. Our principal place of business is at 53 Houghton Road, Dunstable, Bedfordshire, LU5 5AB
      3. You can contact us by writing to the business address given above, by using our website contact form, by email to karen@cherishthememory.co.uk or by telephone on 07515 410 493.

ORDERING

Our aim is to make your online shopping experience as easy, safe and secure as possible. You can shop with confidence by section or item.

Every gift you purchase from us will come wrapped in acid free tissue, with satin ribbon (excluding cards), ready for you to give to your loved one.

We aim to ship all orders within 48 hours, if for any reason your order is out of stock we will offer you a full refund, unless a suitable replacement can be found.

All payments are secure we offer Paypal or Sage 3D secure payments which accepts most credit cards.

DELIVERY

  1. Introduction
    1. This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website ashanddove.com.
    2. This policy is a legally binding document, and forms part of the contract of sale between you and us made under our terms and conditions of sale. / This policy does not create legally enforceable rights and obligations; it merely indicates our usual practice in relation to the delivery of products
  1. Free delivery
    1. We offer free standard 2nd class delivery to all mainland UK addresses on all small orders and large letters (including VAT).
    2. All other orders will be subject to delivery charges as detailed in Section 5.
  1. Geographical limitations
    1. We will usually be able to deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.
    2. At this time we do not deliver products to other countries and territories.
  1. Delivery methods and periods
    1. The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
      1. if your delivery address is on the United Kingdom mainland, the typical period for delivery of products 3 to 4 working days; if your order is urgent, please talk to us on 07515 410 493 and we will try to dispatch your order by 1st class post the same working day, this may incur an extra charge.
    2. If you place your order before 2pm on a working day, these time periods run from the close of business on that day; if you place your order after 2pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
    3. The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
    4. We may conduct fraud screening checks on credit cards with Sage Pay before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
  1. Delivery charges
    1. Delivery charges will be calculated by our website if applicable and automatically applied to your order during the checkout process, or alternatively quoted by us.
    2. Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
    3. Our delivery charges are as follows:
      1. in respect of Royal Mail 2nd class signed for, delivery charges will be small parcel up to 2kg £3.90 and medium parcel up to 5kg £5.99
  1. Delivery tracking
    1. Delivery tracking is available in respect of larger items.
    2. To track your delivery, enter your order number (which is provided in your order confirmation email) into the delivery service provider's website.
  1. Receipt and signature
    1. All tracked deliveries must be received in person at the delivery address, and a signature must be provided.
  1. Additional deliveries
    1. If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.
  1. Collection
    1. If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
  1. Delivery problems
    1. If you experience any problems with a tracked delivery, please contact us on 07515 410 493 or by email karen@ashanddove.com
    2. If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
    3. An indicative list of the situations where a failure to deliver will be your fault is set out below:
      1. you provided the wrong address for delivery;
      2. there is a mistake in the address for delivery that was provided;
      3. the address for delivery is not reasonably accessible;
      4. the address for delivery cannot safely be accessed;
      5. if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
      6. if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

RETURNS

  1. Introduction
    1. We understand that from time to time you may wish to return a product to us.
    2. We have created this policy to enable you to return products to us in appropriate circumstances.
    3. This policy shall apply to all of our customers, irrespective of their geographical location.
    4. This policy shall apply to all orders submitted through our website.
    5. This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015). Your right to cancel, if you receive your goods and decide that you don't want to keep them, you have the right to cancel within 14 days of receiving your goods, under " distance selling" you do not have to provide a reason, the goods must be in the same condition and in their original packaging and we must receive them back within 14 days of your cancellation. We will refund in you in full within 14 days of receiving our goods back.
  1. Returns
    1. If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
      1. we receive the returned product within 30 days following the date of dispatch of the product to you;
      2. the returned product is unused, in its original unopened packaging, with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
      3. you comply with the procedure set out in this policy in relation to the return of the product; and
      4. none of the exclusions set out in this policy apply.
  1. Returns procedure
    1. In order to take advantage of your rights under this policy, you must contact us at karen@cherishthememory.co.uk to obtain a return authorisation number, and then send the product to us with a covering note quoting that number
    2. Products returned under this policy must be returned to AshandDove.com, 53 Houghton Road, Dunstable, Bedfordshire. LU5 5AB. We would suggest using a Royal Mail signed for return to ensure that our goods are returned to us.
    3. You will be responsible for paying postage costs associated with returns under this policy. / We will pay the costs associated with the return of products in accordance with this policy.
  1. Exclusions
    1. The following kinds of products may not be returned under this policy:
      1. [any product made to your specification;]
      2. any custom product made to order;
      3. any product personalised or adapted for you;
      4. gift vouchers;
      5. Handmade cards, unless faulty;
  1. Refunds
    1. We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
    2. We will not refund to you the original delivery charges relating to the returned product.
    3. We will refund to you your reasonable postage costs incurred returning the product to us.
    4. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
    5. We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
  1. Improper returns
    1. If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
      1. we will not refund the purchase price or exchange the product;
      2. we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
      3. if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
    Our details
    1. This website is operated on Shopify.com
    2. Our principal place of business is at 53 Houghton Road, Dunstable, Bedfordshire. LU5 5AB.
    3. You can contact us by writing to the address given above, by using our website contact form, by telephone on 07515 410 493 or by email to karen@cherishthememory.co.uk
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