FAQs


Customer Service

All “Elisabeth Hamlyn” Knitwear products are unconditionally guaranteed. If you are not satisfied with your purchase for any reason, please let us know so we can take care of you.

Goods may be returned for exchange or full refund within 14 days of receipt.  Please email sales@elisabethhamlyn.co.uk.  Unfortunately we cannot accept exchanges or offer refunds on items we consider used or damaged.

Please send your return package to Elisabeth Hamlyn, Studio E2J Cockpit Arts, Northington Street, London, WC1N 2NP.  Items must be returned to us in perfect condition, with original packaging.

We recommend you send your return using a secure or traceable method such as Recorded / Special Delivery and that you retain your proof of postage as we will not accept responsibility for parcels, which are lost in transit.

Please note we are not responsible for cost of return postage unless items delivered are faulty or incorrect. If this should occur please contact us by emailingsales@elisabethhamlyn.co.uk.  Please allow seven working days for returns to be processed once they reach us.

We reserve the right to withdraw any products from this website at any time and / or remove or edit any materials or content on this website.  All products displayed on this website are available only while stocks last. If an item you’re interested in buying is out of stock, please email sales@elisabethhamlyn.co.uk.  We will check if the item can be re-ordered and, if so, how long it will take.

If it is an international return, please clearly label the package “Returned British Goods” for customs purposes as “Elisabeth Hamlyn” does not pay import duty on returned goods.

If you commission Elisabeth to create a bespoke piece we cannot offer the standard refund conditions on these items.  A credit note will be raised only if the item is faulty. See “Bespoke Service” for more information.

Refunds for items bought as gifts can only be given to the original purchaser.  If you decide to exchange an item the purchaser will be informed.

If you have received a Gift from “Elisabeth Hamlyn” and you are not happy with it, you are more than welcome to return it to us. You can return it via post or alternatively you can exchange the item. If you are returning your parcel via post please complete the returns form on your packing slip making sure you select ’Returning a Gift’ as your reason for return. Please send your return package to Elisabeth Hamlyn, Studio E2J Cockpit Arts, Northington Street, London, WC1N 2NP.  Items must be returned to us in perfect condition, with original packaging.

The amount paid for the item will be credited back to the original purchaser using PayPal.

Once your return has been received in our returns centre, we will send you an email to confirm your return has been received and refund processed. Please note returns can take up to 28 days to be processed.

Most returns will process in approximately two to three weeks, depending on your method of return. The refund will be credited back to your original method of payment, and will post approximately two days after the date of processing. It may take up to two billing cycles for the credit to appear on your monthly credit card statement.

Elisabeth Hamlyn Knitwear is not responsible for shipping fees or lost returns.

We cannot process exchanges at this time. The original item(s) must be returned and a separate order placed for any new merchandise; placing the new order at the same time as you send the return will ensure that you receive the item(s) you desire.

If you need assistance, please email us at sales@elisabethhamlyn.co.uk. or phone 07967 39002 from 8am – 6pm GMT.  Alternatively you can use the Contact Page under Customer Service.


 


Orders

Ordering online is fast and convenient and you can buy from our website using PayPal secure payment service. PayPal accepts all major credit and debit cards. We ask that you review your order carefully prior to submission, as it cannot be modified once submitted.

You will receive an order confirmation number at the conclusion of the order process as well as an email that states your order number and an approximate delivery date.

If you wish to cancel an order, please email us within 24 hours at sales@elisabethhamlyn.co.uk.  Please include your full name and order number in your email.

We use PayPal for our online orders. We do also accept cheques which are to be posted to our offices (See contact page), only when funds are transfered will we then post your purchase. If an item is on out of stock, you will not be charged until the backordered item is shipped. Your shipping & handling charge will be prorated to the value of the shipment if you are ordering outside of the UK.

If you prefer to order via email please contact us at sales@elisabethhamlyn.co.uk. or by telephone please call 07967390002 from 8am – 6pm GMT.  If we are not able to take your call please leave a message and we will get back to you as soon as possible.

If you order via email or telephone you will be required to pay by cheque. Please make cheques payable to “Elisabeth Hamlyn”, include your cheque guarantee number on the back and send this to Elisabeth Hamlyn, Studio E2J Cockpit Arts, Cockpit Yard, Northington Street, London, WC1N 2NP.  Customers sending payment via cheque may encounter a delay in their order being despatched, as we will normally need to clear a cheque first.

We are able to deliver orders Internationally. Simply place your order online and specify a destination country from the dropdown list. If you have any questions, please contact us at sales@elisabethhamlyn.co.uk.

We make every attempt to have consistent pricing between our website, via direct sales and through stockists, however occasionally these may differ due to seasonal discounts.  If you have any questions about pricing, please email us at sales@elisabethhamlyn.co.uk.

For Wholesale Terms and trade prices please email sales@elisabethhamlyn.co.uk.

 

 

 


Delivery

“Elisabeth Hamlyn” offers free UK Delivery.

All deliveries will be sent by Royal Mail Recorded Delivery, which requires a signature at the delivery address.  If your order is too heavy for Royal Mail, it will be sent on a next day service by courier.  Larger orders may be subject to charges for shipping and we will contact you regarding this before payment is taken from your card.

Please note that next day service does not imply next day delivery from your order date due to the processing of all orders. Please allow 7 working days for delivery of your item before contacting us by emailing

sales@elisabethhamlyn.co.uk or phoning 07967 39002 from 8am – 6pm GMT.  Alternatively you can use the Contact Page under Customer Service.

Any items available from stock will be dispatched within 7 days.  While we do make every effort to complete your order as soon as possible, due to stock availability, it may take up to 28 days to dispatch.  You will be contacted in this instance and will be provided with an approximate date of shipment.

Extra Information for UK deliveries:

  • We do not ship orders on Sunday or Bank Holidays.
  • Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances outside of our control. We will do our best to inform you of any unexpected delay.

We are happy to receive orders from overseas. Payment is by credit card only. The international delivery charge and details will be confirmed before dispatch.

For details of delivery charges and shipping, please contact us on sales@elisabethhamlyn.co.uk.

Any items available from stock will be dispatched within 7 days.  While we do make every effort to complete your order as soon as possible, due to stock availability, it may take up to 28 days to dispatch.  You will be contacted in this instance and will be provided with an approximate date of shipment.

Extra Information for international deliveries:

  • There is no Express delivery option available to any International destinations.
  • Please be aware that customers are responsible for payment of any local customs duties.
  • Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances outside of our control.  We will do our best to inform you of any unexpected delay.


Privacy & Security

Your privacy and the security of your information is extremely important to us. Please rest assured that we take great care in protecting any personal information that you may provide to us when creating user accounts, communicating with us, or making purchases. We have posted our Privacy Policy to give you confidence as you visit and use the Site, and to demonstrate our commitment to fair information practices and the protection of privacy.

1. Our Commitment to Privacy.

Elisabeth Hamlyn Knitwear, is committed to respecting the privacy rights of its visitors, customers and other users of this Website. We created this Privacy Policy to give you confidence when you visit and use the Site, and to demonstrate our commitment to the protection of your privacy. The Privacy Policy is only applicable to this Site, and not to any other websites that you may be able to access from it, each of which may have data collection and storage policies that differ from this Privacy Policy.

2. What Information is Collected.

(a) Information You Provide: We collect any information that you submit or enter on our Site, or that you provide to us in any other way. You can choose not to provide certain information to us, in which case you will not be able to purchase products online and may not be able to take advantage of all of our services and features.

  •  We do not currently require you to provide Personal Information in order to have access to general information available on our Site. “Personal Information” as used in this Privacy Policy means any information that may be used, either alone or in combination with other information, to personally identify an individual, including, but not limited to, a first and last name, personal profile, a home or other physical address, an email address or other contact information. You may choose whether or not to provide Personal Information to Elisabeth Hamlyn Knitwear.
  •  If you choose to purchase a product from us, we will require sufficient information from you to complete the transaction. In addition to Personal Information, information required may include a credit card number and related account and billing information, invoice related information, and other data required to process the order. We currently use the services of third-party service providers, as identified on the Site, to process transactions on our behalf. Those third-party service providers may have their own privacy policies, which you may review on their websites. All information of this nature is maintained by us in a secure database and transmitted across the Internet from you to us using secured transmission encryption.  We will not share your financial Personal Information with any third person or entity.
  •  We provide you through the Site the opportunity to contact us, subscribe to newsletters, or participate in special promotional offers. In order to participate in any of these, you will be required to provide certain Personal Information which may include your name, company, job title, address, email address, and phone number.

(b) Automatic Information: When you visit a website, you automatically disclose certain information, such as your Internet Protocol (IP) address and the time of your visit. Like many other websites, this Site may make use of log files. The information inside the log files includes the IP address from which you access the Site, the type of browser and operating system you use to access the Site, the date and time you access the Site, the pages you visit, and the addresses of pages from where you followed a link to the Site. We may use such information to analyse trends, administer the Site, track user’s movement around the Site, and gather demographic information. Such information is not linked to any Personal Information, with the exception of the IP address which might be used to identify spamming attempts.

(c) “Cookies”: Cookies are pieces of information that are transferred to your computer from a web server. Most browsers are set up to accept cookies, but you can change your settings to have your browser notify you when you receive a new cookie or to refuse to accept cookies. Some of our Site pages utilise “cookies” and other tracking technologies which may collect information about Site activity. If you block or delete “cookies” you may affect your use of our Site.

3. How and When the Information Collected is Used.

The information we collect is used for administering our business activities. Occasionally, we may use the information to notify you about changes to our website, new products or services, or special offers. We may transfer your Personal Information within Elisabeth Hamlyn Knitwear or to its third-party service providers, but only to provide or improve products and services on the Site or services to you.

(a)  If you submit Personal Information to us through the Site:

  • We will use your Personal Information to improve our services to you, to contact you and to identify and authenticate your access to the Site’s services that you are authorised to access.
  • We may transfer your Personal Information within Elisabeth Hamlyn Knitwear or to its third-party service providers, but only to provide services on the Site or to you. This information may be transferred to other countries around the world. We may also provide Personal Information and non-personally-identifiable information to our subsidiaries, affiliated companies, or other businesses or persons for the purpose of processing such information on our behalf. We require that these parties agree to process such information in compliance with our Privacy Policy.
  • We may also use your email address to send updates, a newsletter, or news regarding our products and services. You may choose not to receive emails of this kind by sending a single email with the subject “UNSUBSCRIBE” to sales@elisabethhamlyn.co.uk. Please note that the email must come from the email account you wish to block.
  • We may disclose your Personal Information or any information you submitted via the Site if we have a good faith belief that disclosure of such information is helpful or reasonably necessary to (i) comply with any applicable law, regulation, legal process or governmental request, (ii) enforce our Terms of Use including investigations of potential violations thereof, (iii) detect, prevent, or otherwise address fraud or security issues, or (iv) protect against harm to the rights, property or safety of Collective Habit, its users, you or the public.

(b) Payment Information: If you choose to purchase a product from us, we will require sufficient information from you to complete the transaction. Such information may include a credit card number and related account and billing information, invoice related information, and other data required to process the order. We may also update such data should you grant us permission to bill you or your credit card for recurring charges. We may use the tools, software or services of third-party service providers to process transactions on our behalf. Each of those third-party service providers may have their own privacy policies, which you may review on their websites. All information of this nature is maintained by us in a secure database and transmitted across the Internet from you to us using secured transmission encryption. Except as set forth herein, we will not share your financial Personal Information with any third person or entity.

(c) Anonymous Information: We may use Anonymous Information (as defined below), or disclose it to third party service providers, to improve our services and enhance your experience with the Site and its services. “Anonymous Information” means information which does not enable identification of an individual user, such as aggregated information about the use of our Site and our products and services.

4. How We Protect Your Information.

The privacy and protection of your Personal Information is important to us. We do not make any Personal Information available to third parties, except our service providers, without your permission.

We use security software to protect the confidentiality of your Personal Information. In addition, our business practices are reviewed periodically for compliance with policies and procedures governing the security and confidentiality of our information. Our business practices limit employee access to confidential information, and limit the use and disclosure of such information to authorised persons.

We follow generally accepted industry standards to protect the Personal Information submitted to us, both during transmission and once we receive it. However, no method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, while we strive to use commercially acceptable means to protect your Personal Information, we cannot guarantee its absolute security. If you have any questions about security on the Site, you can contact us at sales@elisabethhamlyn.co.uk.

Your access to some services and content may be password protected. We advise that you do not disclose your password to anyone. In addition, we recommend you sign out of password-protected services at the end of your session.

5. Publicly Available Information.

Any information or other content posted at your direction onto a public area of the Site becomes publicly published content and will be available to all users of that public area of the Site, even if such content contains Personal Information. Please note that if you publish your contact information, you may receive unsolicited messages from users and visitors to the Site. We encourage you to publish only information you are certain you want to be accessible to the public-at-large.

6. Collection of Information by Third-Party Sites.

Our Site may use reputable third parties to present or serve advertisements that you may see at our Site. These third party ad servers may use cookies, web beacons, clear gifs or similar technologies to help present such advertisements, and to help measure and research the advertisements’ effectiveness. The use of these technologies by these third party ad servers is subject to their own privacy policies and is not covered by our Privacy Policy.

7. Links to Other Sites.

Our Site may contain links to other sites. Other sites may also reference or link to our Site. We are not responsible for the privacy practices or the content of such other sites.

8. Children.

This website does not provide services or sell products to children under the age of 18. If you are under 18, you may use this website only with the involvement of a parent or guardian over the age of 18.

9. How You Can Access Your Information.

Unfortunately, we do not maintain any procedures for you to review or request changes to the information that we collect about you, except that you may request that we remove all information about you from our database by contacting us.

10. How You Can Update Your Information.

To the extent that you do provide us with Personal Information, Elisabeth Hamlyn Knitwear wishes to maintain accurate and complete Personal Information. If you have an Account, you may log-in to your personal profile at any time and add information, delete information or correct any incorrect information we have. If you do not have an Account and you would like to correct a material inaccuracy in your Personal Information that we may be storing, you may submit an access request by sending an email to sales@elisabethhamlyn.co.uk. Your email should include adequate details of your request and also contain the following email topic: “Access Request”. We will provide initial responses to access requests within a reasonable period of time.

11. Consent.

By using this Site, you consent to the terms of our Privacy Policy and to Elisabeth Hamlyn Knitwear processing of Personal Information for the purposes set forth herein. If you do not agree to this Privacy Policy, please do not use our Site.

12. Changes to Privacy Policy.

If our Privacy Policy or procedures change, we will immediately post those changes to our website. Any such changes will be effective immediately upon being posted, unless otherwise stated in the change. It is your responsibility to review this Privacy Policy from time to time to ensure that you continue to agree with all of its terms.

13. Commitment.

We are committed to protecting your privacy. If you have any comments, concerns, complaints, or questions regarding our Privacy Policy or the Site, please contact us at sales@elisabethhamlyn.co.uk.

14. Effective Date.

This Privacy Policy is effective as of the first day of Feburary, 2012.

 

Cookies Information

This privacy policy sets out how Elisabeth Hamlyn Knitwear Store uses and protects any information that you give Elisabeth Hamlyn Knitwear Store when you use this website. Elisabeth Hamlyn Knitwear Store is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Elisabeth Hamlyn Knitwear Store may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

For the exhaustive list of cookies we collect see the List of cookies we collect section.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at sales@elisabethhamlyn.co.uk

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to Studio E2J Cockpit Yard Holborn London WC1N 2NP.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

 

 


Your Account

Text to follow…

You can update and make changes to your account information via your user area, again log into your account using the top right link.

 


Use of this site

Use of this Site

You may view or print individual pages from this site for your own personal use but you may not copy, reproduce, modify, distribute, republish, re-sell, display, post or transmit any part of this site without our permission.


 

 

Currently Not Taking Orders Online - Telephone Only - Please Call 07967 390002