Terms and conditions


Placing an Order	Postage
Cancellations	Delivery
Credit Card Security	Refunds and Exchange Policy
Privacy Policy

Terms and Conditions All of our products are handmade and so are subject to natural variation in size and colour. Placing an order We accept the following cards: • Visa • Mastercard • Switch • Delta • Solo • Visa Electon • American Express You can send credit card information using the secure shopping facility on this website, via phone or by filling in and sending the printable order form. Cancellations Orders can not be cancelled once they have been made but you have 14 days to return unwanted items. Credit Card Security When you place your order you will be taken to a secure HSBC payment portal, where you will be asked for your payment details. Your details will be kept secure and processed by HSBC who use up-to-date encryption methods. We do not store your details on our computers. If you have any worries about security then please make your order over the phone with us. Postage Postage is £2.95 per order. Orders will be dispatched within 3 days of receipt and you will be notified if there are any delays. We will always contact you regarding out of stock goods. Your card will not be debited until the item has been dispatched. Delivery Delivery will be via Royal Mail 1st Class or Standard Parcel Post. Delivery will be between 1-3 days for UK addresses and 5-8 days for international orders. When your order has been dispatched we will notify you via email of the delivery date and expected delivery time. As delivery is by Royal Mail we cannot be held responsible for any delays caused by the postal system. We do our best to ensure orders are fulfilled and delivered within the specified time frame but upon the event of delays we will contact you to keep you informed and to arrange alternatives. Refunds and exchanges policy We will exchange or refund goods within 14 days of you receiving your order, but postage will not be covered. Please always arrange proof of posting (available free of cost at Post Office counters) when returning goods. We will provide a full refund for all faulty goods. This will include postage and reasonable return postal expenses (covering original actual cost of postage). Please follow this procedure when returning items: 1. Email us at sales@tierracanela.com with your order number and details of the goods you are returning. 2. Please return goods to the following address: Tierra Canela, 60 Dickens Lane, Poynton, Cheshire, SK12 1NT Goods may be returned by 1st/2nd class mail or Royal Mail standard parcel service if heavy. Please ensure you get a proof of posting (this is free at any Post Office counter). Please note if a return item goes missing in the post we cannot issue a refund unless you can produce a proof of posting. If you wish to speak to someone about a return call 07976 032278 Privacy Policy When you make a purchase we will collect details from you to enable us to process your order and to allow us to get in touch with you if there is a problem. We will not give your details to any one else.