Deliveries & Returns

When you purchase goods from our Site, the goods will be delivered through one of the following methods:

  • Royal Mail Tracked 24 Hour. Next Day Delivery, Tracked;

  • Royal Mail Tracked 48 Hour. Two Day Delivery, Tracked;

  • Royal Mail 1st Class Standard. Fast delivery, without tracking;

  • Royal Mail 2nd Class Standard. Lower Cost Service, slower delivery time without tracking;

  • Royal Mail International Europe Delivery. Delivery can vary, expect within 4-8 days; or

  • Royal Mail International Rest Of The World. Delivery can vary, expect within 8-15 days.

Delivery will take place as soon as reasonably possible, depending on the delivery method selected. Delivery times may vary due to unforseen circumstances. Please note that delivery times do not include weekends and bank holidays.

You will be required to pay delivery charges in addition to the price for the goods you purchase.

If you purchase goods from us for delivery to a destination outside the United Kingdom your purchase may be subject to import duties and taxes applied by the destination country. You are responsible for paying any such duties or taxes. Please contact your local customs office for more information before making a purchase. We are not responsible for the payment of any such duties or taxes and are not liable for any failure by you to pay them.

You are required to provide us with a complete and accurate delivery address, including the name of the recipient. We are not liable for the delivery of your goods to the wrong address or wrong person as a result of you providing us with inaccurate or incomplete information.

Right to Cancel and Receive Reimbursement
If you are a customer living in the United Kingdom or the Eurpoean Union you have the right to cancel your contract to purchase goods from us within 14 days without giving notice. The cancellation period:

  • Will end 14 days from when you receive, or someone you nominate receives, the goods when you purchased good(s) in one order that are all delivered together;

  • Will end 14 days from when you receive, or someone you nominate receives, the last good when you purchased goods in one order that are delivered separately; or

  • Will end 14 days from when you receive, or someone you nominate receives, the first good when you purchased goods that will be regularly delivered during a defined period of time.

To exercise your right to cancel you must inform us of your decision to cancel within the cancellation period. To cancel, contact us by email at enquiries.headintheclouds@gmail.com or by post at Head in the Clouds, 13 Pottergate, Norwich, Norfolk, NR21DS, United Kingdom. You may use a copy of the Cancellation Form, found at the end of these Terms and Conditions, but you are not required to do so.

The right to cancel does not apply to:

  • Goods or services, other than the supply of water, gas, electricity, or district heating, where the price depends upon fluctuations in the financial market that we cannot control and that may occur during the cancellation period;

  • Custom or personalised goods;

  • Goods that will deteriorate or expire rapidly;

  • Alcoholic beverages where the price has been agreed upon at the time of purchase, delivery of them can only take place after 30 days, and their value is dependent on fluctuations in the market that we cannot control; and

  • Newspapers, magazines, or periodicals, except for subscriptions to such publications.

Effects of Cancellation
If you cancel your contract with us and goods have already been sent to you, then you must return the goods to us as soon as possible after informing us of your decision to cancel. You will be responsible for the cost of returning the goods. We will not be responsible for any damage or loss to the goods that occurs before they are returned to us, including while the goods are in transit.

If you cancel your contract with us, we will reimburse to you all payments we received from you under the contract, including the costs of delivery, except for any supplementary delivery charges resulting from your choice of a delivery type other than the least expensive type of standard delivery that we offer. Please note that we are permitted by law to reduce your reimbursement to reflect any reduction in the value of the goods that was caused by handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

We will provide the reimbursement without undue delay and no later than the earlier of 14 days after we receive back from you any goods supplied or 14 days after you provide proof that you have returned the goods. If no goods were supplied, then we will provide the reimbursement no later than 14 days after the day we were informed of your decision to cancel.

We will make the reimbursement using the same form of payment as you used for the initial purchase unless you have expressly agreed otherwise. You will not incur any fees because of the reimbursement.

This right to cancel and to reimbursement is not affected by any return or refund policy we may have.

Refunds
Refunds for Goods
Refund requests must be made within 30 days after receipt of your goods.

We accept refund requests for goods sold on our Site for any of the following reasons:

  • Good is broken;

  • Good does not match description;

  • Good is the wrong size;

  • Purchaser changed their mind; or

  • Good does not meet the purchaser's expectations.

Refunds do not apply to the following goods:

  • Used items.

Returns
Returns can be made in person at the following location(s): At Head In The Clouds shop.

Returns can be made by mail. To return a good by mail, follow the following procedure:
Pack items carefully, with padding if needed. Place return label inside letter/package - this will be on your invoice. Make sure to secure all openings of package with tape. Go to your nearest post office and pay the necessary postage (postage later reimbursed) Please call shop for any questions and enquiries.

Consumer Protection Law
Where the Sale of Goods Act 1979, the Consumer Rights Act 2015, or any other consumer protection legislation in your jurisdiction applies and cannot be excluded, these Terms and Conditions will not limit your legal rights and remedies under that legislation. These Terms and Conditions will be read subject to the mandatory provisions of that legislation. If there is a conflict between these Terms and Conditions and that legislation, the mandatory provisions of the legislation will apply.

Limitation of Liability
Martin Wyatt and our directors, officers, agents, employees, subsidiaries, and affiliates will not be liable for any actions, claims, losses, damages, liabilities and expenses including legal fees from your use of the Site.

Indemnity
Except where prohibited by law, by using this Site you indemnify and hold harmless Martin Wyatt and our directors, officers, agents, employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities and expenses including legal fees arising out of your use of our Site or your violation of these Terms and Conditions.

Applicable Law
These Terms and Conditions are governed by the laws of the Country of England.

Additional Terms

  • Head In The Clouds holds the right to refuse service at any point. We have a 0 tolerance policy to abuse at any point or level.;

  • We may in our sole discretion decline any order placed by you.;

  • If we cannot accept your order, we will contact you by email as soon as possible but in any case no later than 30 days from the date of your order.;

  • Where we cancel your order after acceptance we will send you an e-mail notifying you of cancellation.

    In the event we/you are cancelling your order after payment has been processed, Head In The Clouds will refund you, typically within 14 days.;

  • You acknowledge and agree that certain products may be out of stock or unavailable to purchase. We will try and get this back in stock if it is possible and/or suggest a product similar if this happens.

    If we are ordering something back in stock for you - be patient as this can take up to a month due to it's origin of order. E.g Nepal;

  • We aim to fulfil your order by the estimated delivery date chosen, unless there is an event or reason outside our control. E.g sickness/ holiday of staff, weather, strikes.

    In many cases items can arrive late, once we have sent it off, it is out of our hands. If you need something quickly - we advise choosing our quickest service. E.g 24 OR 48 hour delivery.; and

  • If you have not paid or the payment is processing we will not send your items..

Severability
If at any time any of the provisions set forth in these Terms and Conditions are found to be inconsistent or invalid under applicable laws, those provisions will be deemed void and will be removed from these Terms and Conditions. All other provisions will not be affected by the removal and the rest of these Terms and Conditions will still be considered valid.

Changes
These Terms and Conditions may be amended from time to time in order to maintain compliance with the law and to reflect any changes to the way we operate our Site and the way we expect users to behave on our Site. We will notify users by email of changes to these Terms and Conditions or post a notice on our Site.

Contact Details
Please contact us if you have any questions or concerns. Our contact details are as follows:

01603 620479
enquiries.headintheclouds@gmail.com
13 Pottergate, Norwich, Norfolk, NR2 1DS

Effective Date: 27th day of June, 2023

Cancellation Form

If you want to cancel your contract of sale with us you may use this form and email or post it back to us at the address below.

To: www.theheadintheclouds.co.uk
Address: 13 Pottergate, Norwich, Norfolk, NR2 1DS
Email: enquiries.headintheclouds@gmail.com

I hereby give notice that I cancel my contract of sale of the following goods or services:
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Ordered on: ______________________________________

Received on: ______________________________________

Customer name: ______________________________________

Customer address: ____________________________________________________________________________

Signature (only required if you are returning a hardcopy of this form):

______________________________________

Date: ______________________________________

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Refund Policy