Purchasing products from our website

Data Protection
We are committed to protecting your privacy and adopt a strict principle of protecting your privacy. We will only use the information that we collect about you lawfully to send products to you by mail order and to keep you informed about our products and services if you  have consented to to receive newsletters from us.  We do not share or sell any information about you, or your buying habits, with anyone.  For those who have their goods delivered via courier, your address, email and phone number are passed to the courier company to facilitate delivery.

We hold customers contact details on our system, but we do not hold any payment details.  We use this contact data when arranging to send a parcel to a customer and the data is entered on to our courier or postal system.  We do not pass on or sell your information to anyone else.  For more information about the data held and our conformity to GDPR 2018 please see our Privacy Policy.

Ordering & Payment
Payment can be made by PayPal, direct bank transfer or credit/debit card.  Credit/debit card payments can be made via Stripe or PayPal.  You are required to place your order online before paying.  Orders may be placed on our system by those who are aged 16 and over only.

Our prices are displayed as net prices.  VAT at the prevailing rate is charged in addition to the net price where appropriate.  Total net, VAT and gross prices are displayed as part of your order before you commit to pay. Overseas customers including those in the EU will not incur VAT on the price of the goods.

Postage and Packaging
Postage and packaging costs are calculated automatically according to the destination and weight of the product in its packaging and are shown as a separate trolley item.  Postage to the UK incurs VAT which will be calculated as you add items to your order.  

Please see our postal information page for more details

Non Delivered Items Returned to Plush Folly
If your order is returned to us because the courier has been unable to deliver it despite attempts to let you know, you will be responsible for the return fee.

UK Highlands, Islands and Remote Locations 
Some locations incur delivery surcharges. These will be invoiced to you separately before dispatch.  In the main, the postcodes that are affected by this include:
AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH30-41, PH49-50 - these will incur a surcharge of £5 plus VAT
HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA60-78, PH42-44, ZE1-3 - these will incur a surcharge of £6.50 plus VAT
Isle of Wight PO postcodes will incur a surcharge of £6.50 plus VAT
Northern Ireland BT postcodes will incur a surcharge of £7 plus VAT

Please see our postal information page for more details  Please do call us for further details.

Overseas customers
Orders being sent overseas will incur delivery costs and this is calculated according to the weight of your parcel.  Plush Folly will not be held responsible for any customs or import costs incurred, these are to be paid by the customer unless otherwise specified.  Please note that whilst we will supply customs documents, the customer is totally responsible for ensuring that the products ordered are acceptable and legal for import to their country location.  

For customers outside the UK all import duties, tariffs, taxes and fees are your responsibility.  Plush Folly Limited will not accept responsibility for any additional costs such as import duties, tariffs, taxes and/or fees.  If you choose not to pay import duties, tariffs, taxes or fees and the parcel is returned to us, we will refund you the cost of your goods (excluding original postage costs) minus any costs incurred for returning the parcel to us and a 10% administration fee.  If the item is destroyed by the courier because the import duties, tariffs, taxes and fees have not been paid, you will not be eligible for a refund.

Guarantee / Refunds
Due to the nature of the products sold, we are unable to offer any refund once your parcel has been opened unless the product is faulty.  If a product is faulty you must let us know within 10 days of receipt.  You may be asked to return the faulty product to Plush Folly so that we can assess the problem.  You will be responsible for the cost of returning the product to Plush Folly Ltd, but if we agree that the product is faulty, the cost of the postage for returning the product will be refunded to you with the cost of the faulty item. 

Breakages
We wrap and package all our products for postage extremely carefully. Our products are wrapped in sealed bags, bubble wrap, paper, tissue (or similar) and placed in either postage bags or boxes with bubblewrap or packing chips for protection, depending on the volume of goods. We cannot be held responsible for damage that occurs in transit.  No money can be refunded for damaged goods - if a replacement is not acceptable, we will issue a credit note subject to an administration fee.  All our products are covered by our products liability insurance and are subject to UK law.

Suitability
You are responsible for making sure that the ingredients, packaging and other products purchased from our website are suitable, safe and fit for their intended and actual use. 

Cancellations
In line with the Consumer Rights Act 2015, if a customer cancels their order within the 14 day cooling-off period a refund will be issued within 30 days of cancellation provided the order has not already been dispatched. If the order has been dispatched a credit note will be issued within 30 days of receipt of the returned order providing the external packaging has not been opened.  The customer will be held liable for the cost of returns if the order has already been dispatched.

We regret that since we can not guarantee the quality and safety of an ingredient once it has been opened, we can only offer you a refund on ingredients returned in the original unopened packaging and outer packaging, subject to a 10% administration and handling fee which includes Paypal fee reversal charges. May we suggest that you initially purchase small sizes of our ingredients so that you can test them before making a larger outlay and commitment.

Replacements
If something is out of stock and we feel that we have a similar or better product to substitute, we reserve the right to do so.

Supporting Paperwork
We can provide the Safety Data Sheets (SDS) for each cosmetic ingredient and provide IFRA and allergen documentation where necessary.  

Back Orders
If your item is out of stock, we reserve the right to send your order without the item and send on the item when it is back in stock.  This will not incur any additional charges to you and you may choose to cancel the back-dated item and receive a refund.  If the out of stock item is unlikely to be restocked in a reasonable timeframe, we will refund your money.

Vouchers
Vouchers are non-refundable.  We may, at our discretion, extend the date by which the voucher must be redeemed.  Vouchers may be transferred to another person.

Discounts
Discounts and other offer options are only available for orders made online.  

Deliveries
We dispatch twice a week (Tuesdays and Thursdays).  Orders placed before 11am on the day of dispatch (Tuesdays and Thursdays) will be dispatched on that day (for couriered orders) or the following day (for postal orders)  Unless otherwise notified, we guarantee to despatch all orders within five working days of receiving your order unless it falls during a period when we are closed.   Your parcels will be delivered via courier or Royal Mail and we reserve the right to use any method we deem necessary.  

Royal Mail / Courier Deliveries
You will receive email confirmation when your order is ready for dispatch.   All orders sent are subject to the schedule and terms and conditions of Royal Mail or the courier company.

No Answer When Delivery Attempted
If you are out when the parcel is delivered, the delivery company may leave a card asking you to contact them to arrange another attempt or to arrange for you to pick the parcel up. When you order, please ensure that you indicate to us a safe place where the delivery company can leave the parcel if  this is acceptable to you.

Delayed Deliveries
If you do not receive your order within a reasonable time, please let us know and we will investigate.  Whilst we take steps to ensure your order is delivered in good time, we cannot be held responsible for deliveries delayed by either Royal Mail or by the courier company.

Missing Deliveries
If your parcel is missing / lost we will replace the order subject to the timeseale designated by the delivery company for items considered to be lost.  You must inform us of it being missing within 3 working days from the date that the parcel was due to be delivered. The timeseale designated by the delivery company is specified by the carrier services we use - the longest of all being Royal Mail where a parcel is not considered lost until the 15th day (24th day for parcels to Europe) after it was posted.

Returned Parcels
If your parcel is returned to us through no fault of our own, we will charge you a redelivery cost.  Please ensure that you give us correct delivery information when ordering.

VAT NUMBER: Our VAT number is 111016684

Purchasing eLearning Courses

Availability
The eLearning course material will be made available on our website for a period of 3 or 6 months from date of purchase depending on the training course you have purchased.  

Our eLearning courses are suitable for those aged 18 and over.

Payment
All eLearning courses must be paid for in advance of the course materials being made available.

Discount structure applies to orders placed online only.  We regret that discount cannot be applied to any order once the order has been processed.  Discounts must be requested via the discount code when the course is booked.

Digital Download FIles
A digital download is classed as data which is produced and supplied in digital form for example our eLearning files and PF Guides.

If you want to access your digital files within 14 days of purchase, you will have to give your consent to waive the 14 day cooling-off period by agreeing to our terms and conditions.  

If you don't give your consent, the 14 day cooling-off period still applies but you won't be able to download your digital files until the 14 day period has ended.  This is to prevent you from changing your mind after you have access to the digital content.

If the digital download file will not open on your chosen technology you will be required to submit to us a screen shot of the error message so that we can investigate.  We will find an alternative method of supplying you the files which may be via email, on a CD, via shared storage medium such as icloud or other method that is deemed secure, safe and reliable.

Computer Viruses
We have taken every step to ensure our site is free from viruses. However, we cannot always guarantee this. You are responsible for installing adequate and up-to-date virus-checking software on your computer.

We can take no responsibility or liability, so far as legally possible, for any viruses or any computer files, coding or programs designed to interrupt, restrict, destroy, limit the functionality of or compromise the integrity of any computer software or hardware; or communications equipment or other technical material which may be transmitted with or as part of oursite.

Courses purchased via a third party
Courses and workshops purchased via a third party are not eligible for the Plush Folly loyal customer discount structure.  Courses and workshops purchased directly with Plush Folly will be eligible for a discount if the booking meets the discount criteria.

By enrolling on an eLearning programme you are deemed to have accepted the eLearning terms and conditions - more details of which can be found here eLearning detailed terms and conditions.