Terms & Conditions: Orders and Returns

At añañuca we take an ethical approach to business. We stock a range of products from Chile that have been created by hand in the artisans' own homes. We pay a fair price for the items that we sell, as set by the artisans themselves, showing due respect for their skill and their need to make a dignified livelihood. We hope that you will be totally satisfied with your purchase. If you have any comments or suggestions, please email us using our Contact Form.

Website Content and Conformity of Goods

We have done our best to represent information on this website as accurately as possible. We have taken care to ensure that product images give as close as possible a representation of colour, although this will also depend upon other variables such as a website reproduction, individual computer graphics and personal perception of colour. We do not provide any warranty or guarantee that a product will be precisely as it appears on the website. If you are not completely satisfied, please refer to our Returns policy.

We stock many unique/one-off items and cannot guarantee that they will be in stock now or in the future. We ensure that orders are downloaded frequently, but in the unfortunate event that multiple orders are placed against a single item, the first buyer will purchase the item and any subsequent buyers will receive an immediate refund.

Size

Every product on our website is made by hand and as such slight variations may occur between actual items and their representation on the website. Sizes given on the website are stated as a guide only. We carefully measure every item, but we cannot guarantee total conformity with dimensions stated on the website.

Plant Dyes

Many of the items on our website are dyed using natural plant and mineral dyes. If this is the case, it is always clearly stated in the product description. It is possible that you will encounter small pieces of twig or plant debris in the woven fibres of the item – these will have become tangled in the yarn during the dyeing process and are harmless reminders that this is not a factory – made item! We hope that you will accept this. If not, please refer to our Returns policy.
All of the plant dyes used on our products have been carefully selected for colour fastness from traditional recipes used in Chile. As with conventional dyes, some fading may occur if the item is exposed to sunlight or bright light. We cannot take responsibility for how an item is used nor can we offer any guarantee of colour fastness.

Natural Fleece

Many items on our website are made using sheep and alpaca fleece. In the majority of cases this fleece is prepared by the artisan in their own home. Fleece is washed and combed thoroughly but we cannot guarantee that there will not be small pieces of debris that remain tangled amongst the fibres of the yarn. We consider this to demonstrate the natural, hand-made character of the product, and hope that you will appreciate this. If not, please refer to our Returns policy.

Knitting Yarn – Weights and Measurements

All of our knitting yarn is wound into balls, weighed and measured by us. We have made every effort to ensure accuracy and to comply with Trading Standards guidelines, but we are aware that scales can vary slightly in accuracy and so cannot guarantee that our balls of yarn precisely conform to the weights stated. Yarn measurements, where stated, are an average for the given thickness of yarn and we cannot guarantee their precise accuracy.

Making a Purchase

  • Making a purchase could not be easier. Simply browse our store, and add any items that you wish to purchase into the shopping cart. When your selection is complete, click on 'Checkout' and you will be asked for a few details that we require in order to be able to complete the order.
  • We accept credit and debit card payments on the website through Paypal. We also accept credit and debit card payments over the phone.
  • The security of your information, transactions, and money is the core of our business and the top priority at PayPal. You do not require a Paypal account to pay.
  • We will confirm receipt of your order by email. This does not indicate that a contract exists between us. Your contract with añañuca commences when we indicate acceptance of your order and send you an invoice. This term protects us in the case that a mistake has been made in pricing, or that 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.
  • In placing an order you confirm that the card being used for payment is yours. If the issuer of your card refuses to authorise payment, we cannot accept your order and will not be held responsible for any non-deliveries, and are not obliged to inform you of the reason for refusal.

Shipping And Handling

  • We aim to process all orders within 3 working days of receiving the order and card authorisation. In the unlikely event that there is a delay in processing your order, we will inform you of this by email.
  • If your billing address and delivery address are different we will contact you at the email or telephone number provided. We reserve the right not to deliver to differing card and shipping addresses.
  • We will inform you by email when your goods are on the way.

UK Orders

Goods to customers in the UK will use the following delivery services:

Total Value of Parcel    Parcel Weight     Dellivery Service                               Postage Cost
       
Up to £34.99 n/a Royal Mail First Class £3.50
over £35.00 n/a Royal Mail First Class or Courier £0.00

 

International Orders

Our website is configured to automatically generate a flat rate for postage to most European countries, USA, Canada, Australia & New Zealand. For other countries, please email us for a quote. On request we will place an item on hold until delivery rates are accepted. We are happy to correspond in Spanish, French and (basic!) Portuguese.

Region* Delivery Service Order Value & Postage Cost*
 
Europe          Royal Mail International Tracked and Signed or Courier          up to £100 - £8.00; up to £200 - £12; over £200 - £20

World Zone 1 & 2       

Royal Mail International Tracked and Signed or Courier up to £100 - £10.00; up to £200 - £18; over £200 - £30; Australia & New Zealand, over £200 - £40

*Our shipping regions are based on Royal Mail Postage Zones.

**We reserve the right to vary International shipping costs for specific orders, or to deny an order on the basis of excessive shipping costs.

Cancellation and Returns

We hope that you will be delighted with your purchase. However, in compliance with UK Distance Selling Regulations, you have the following rights of cancellation and return:

You have the right to cancel your order within 7 days of receiving your goods. You must notify us within this time frame.
Items returned to us must be received by us within 14 days of the invoice date.
Returned goods must be sent back to us at:

añañuca
Rhostono
Doldowlod
Llandrindod Wells
Powys LD1 6HD
Phone: 01597 860604
Email: hello@ananuca.co.uk

The customer is responsible for the postage cost of returning goods. If goods are returned and postage is due, we will deduct this amount from your refund. We cannot accept responsibility for returned goods that fail to reach us, we therefore recommend that you return items using a recorded delivery service from the post office and obtain a certificate of posting.

Returned goods must be unused and undamaged with all of the original labels intact. If the goods have been used or damaged in any way, we are unable to accept your returns.

A full refund for goods returned in an unused and undamaged condition will be made within 14 days of the goods being received.
Refunds will be made by the method used to pay for the goods.

Pricing

All transactions will be in UK Pounds Sterling.

To top