FAQs


FAQs
Top Ten Questions

Can I place an order over the phone?

Of course - please contact the Website Team on 01208 869924

(Please note that we are unable to take debit/credit card details over the phone. Payment for the order would be requested on line through a Paypal request to your email in-box. A Paypal account is not necessary to use this service, you simply check out as a guest.

What delivery options and charges are available?

Click here for all our delivery information.

How do I track my order?

Your shipment confirmation contains a tracking number and carrier details. Please click the appropriate link to track your item:
https://www.royalmail.com/business/track-your-item#/ https://www.parcelforce.com/track-trace%20 https://www.ups.com/WebTracking/track?loc=en_US

Where do I need to send my return?

All returns should be sent to the following address:
Returns
Ann’s Cottage Website Department
Unit 2A St Columb Industrial Estate
St Columb
TR9 6SF

How long do I have to return an item?

14 days from receipt of order within the UK and 21 days internationally.

What do I do if I have received a faulty product or the wrong item?

Please contact the Website Team on 01208 869924 or Email on info@annscottage.com

Can I return my items to one of your shops?

Yes, you can return your items to one of our shops. Please note the shop will only be able to act as a post office, they will not be able to deal with an exchange or refund of money.

What hours are your shops open?

Click here for store addresses and opening times.

Accounts

Do I need an account before I can place an order?

No – we are happy to welcome guests on our Website.

What are the benefits of having an account?

Checking out an order is simpler as all your details are automatically populated at the checkout.

How do I set up an account?

Easy. Click here and follow the simple steps.

I have forgotten my password, how can I retrieve this?

You can complete a password reset or give us a ring on 01208 869924.

Is my personal information kept private?

All the information you share with us is secure, private and confidential. At no point will we share your personal information without your consent.

Products & Stock Availability

Can you price match from other websites or stores?

We can offer a price match on Wetsuits. The product must be identical (same season, colour, design, etc.)

I want an item but my size does not appear to be available.

Please contact the Website Team on 01208 869924 or Email on info@annscottage.com and we will be happy to see if we still have the item available in any of our shops.

Why can’t I find an item I was looking at previously on-line?

Please contact the Website Team on 01208 869924 or Email on info@annscottage.com and we will be happy to see if we still have the item available in any of our shops.

Where is the Warranty Information on your Website?

All products purchased from Ann’s Cottage carry the full manufactures warranty unless sold as a “no warranty” item. In the extremely unlikely event the manufacturer is no longer in business, Ann’s Cottage will review your warranty claim and at our discretion help to provide an equitable solution. All warranty claims may only be made by the purchaser on record. Please contact the Website Team on 01208 869924 or Email on info@annscottage.com with any questions.

Orders

Can I place an order over the phone?

We are happy to accept orders over the telephone but please note we cannot take credit or debit card details over the phone. Payment for the order would be requested on-line through a Paypal request to your in email inbox.
Please contact the Website Team on 01208 869924 or Email on info@annscottage.com.

Can I change or add items to my order after it is completed?

Please contact the Website Team on 01208 869924 or Email on info@annscottage.com.

Can I place an order and collect it from a shop?

We offer Click & Collect through several of our stores.

Can I cancel an order once it has been placed?

The UK Distance Selling Regulations advise you have seven working days to cancel the contract for your order with us and we will issue you with a full refund. The seven working days starts from the day after you receive your order. We will accept confirmation of order cancellation via telephone if your order is submitting and yet to be dispatched as well as email or letter. If your order has been dispatched, you must write a letter or send an email to us to request cancellation. The letter can be sent within the parcel of goods being returned. You must include your order number, name and billing address. We will cancel and fully refund the order including original postage costs as long as the whole order is returned. You will be refunded within 30 days. All letters and parcels should be returned to Ann’s Cottage Cancellations Department, the full address is displayed below;
Cancellations
Ann’s Cottage Website Department
Unit 2A St Columb Industrial Estate
St Columb
TR9 6SF
Full details of your rights under the Distance Selling Regulations are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Checkout & Payment

What payment types do you accept?

We accept most major credit/debit cards that are UK Registered. Paypal and Ann’s Cottage Gift Cards. Unfortunately at this time we do not accept American Express.

What is a security code or CV2 number?

The CV2 is the last three numbers contained in the signature strip on the reverse of your card.

Delivery

Click here for delivery information.

My order has not arrived, where is it?

- The carrier may have experienced a delay. In which case the tracking information should display any delays and the new delivery date.
- Your parcel has been left with a neighbour.
- Your parcel has been left in a safe place (if you specified this in the delivery notes).
Contact the Website Team on 01208 869924 or Email info@annscottage.com for further assistance.

What Countries do you deliver to?

We deliver to most destinations in the world but the Country must have the infrastructure to support tracking. If your country is not on the list then please contact the Website Team on 01208 869924 or Email on info@annscottage.com.
*We regret that we cannot send the following items internationally; Bodyboards, Surfboards, Skateboards and Luggage.

Will I be charged Customs and Import Duties?

We post from our base here in the UK so you wouldn’t pay Customs and Import Duties inside the European Union. However, outside the Union, charges may apply when the goods reach their destination. We don’t have any control over the amounts charged.

Do you deliver to BFPO addresses?

Yes we do deliver to BFPO addresses but please note delivery may take a little longer.

What happens if I enter an incorrect or incomplete delivery address?

We are unable to check all delivery addresses so it is your responsibility to ensure that all delivery details are entered correctly. Ann’s Cottage are not responsible for any delays or failed deliveries that might occur by providing wrong or incomplete details.

Returns & Exchanges

Where do I need to send my return?

All returns should be sent to the following address:
Returns
Ann’s Cottage Website Department
Unit 2A St Columb Industrial Estate
St Columb
TR9 6SF

I have lost the Return/Exchange form that came with my order.

Don’t worry simply click here for your downloadable Return/Exchange form.

How long do I have to return an item?

Items must be returned to us within 14 days of the original order with the UK and 21 days internationally.

Do I have to pay for returning my goods?

No - we now offer FREE Returns!! Items ordered from the Ann’s Cottage Website (not Ebay or Amazon) can be returned without a postage charge. Please click the attached link which will take you to the Royal Mail returns portal for Ann’s Cottage where you can create a freepost label.

How long does it take to process my refund?

Returns are processed on the day they are received. The money will be back in your account within 3-working days.

What do I do if I have received a faulty product or the wrong item?

Please contact the Website Team on 01208 869924 or Email on info@annscottage.com.

Can I return my items to one of your shops?

Yes, you can return your items to one of our shops. Please note the shop will only be able to act as a post office, they will not be able to deal with an exchange or refund of money.

Gift Cards

Does my Gift Card have an expiry date?

A Gift Card is valid for a period of 18 months.

Can I spend my Gift Card on-line?

Yes you can spend your Gift Card on-line. When you reach the ‘Your Basket’ section of the checkout, you have the opportunity to add the Gift Card number (21 digits long with no spaces). Please click here to view our online guide for paying with a Gift Card.

I have lost my Gift Card?

We can not be held liable for lost or stolen cards – protect this as you would your cash.

Click & Collect FAQs

What is Click & Collect?

Click & Collect is a service that allows you to buy on-line and collect purchases for FREE in selected Ann’s Cottage Stores. Items ordered on this service will take 2-3 days from point of purchase to be available for collection in your selected store.

Which Ann’s Cottage Stores are offering the Click & Collect Service?

Cornwall Surf Centre
Falmouth
Bude
Wadebridge
Polzeath
Fistral
Padstow

How soon will I be able to collect my order?

Your order will reach the store 2-3 days after you place your order. Our Customer Services team will be in touch if there are any problems with your order but please note that during busy periods, i.e. Christmas, Sale or Holiday periods, it may take a little longer.

How will I know when to collect my order?

You will receive two Emails – one to confirm we have received your order and one to confirm when your order will be available for collection.

How long have I got to collect my order?

We will hold your parcel in store for 28 days. After this period a member of our Customer Services Team will contact you to ask you still require the items and would like them posting to you. Please note that orders valued at less than £50 would incur a £2.99 delivery charge which would need to be paid before the order could be posted to you.

Can somebody collect the order on my behalf?

Yes. They will need to bring your order confirmation (either on paper or on a phone/mobile device) and a form of ID, i.e. driving licence, work related ID card, bank card, etc.

What if my purchase is unsuitable?

You may return any item purchased with annscottage.com to any of our stores – this includes Click & Collect orders. Please note the store can only pass the items back to the Website Customer Service Team who will deal with any refunds or queries. Please ensure that you include your details and instructions with the return so our team can deal with the return promptly. All refunds are processed within 24 hours of receipt by the Website Team.

  • The product is returned undamaged and in a saleable condition with all labels and swing tags intact.
  • For hygiene reasons, underwear is non-returnable even if the hygiene label is intact. Swimwear can only be returned with the hygiene label intact.
  • Wetsuits & GoPro cameras/accessories can only be returned if labelling and packaging is intact and unused.

 

Can I try my items on when I collect them in store?

Please ensure that you speak to a staff member in store so they are aware that you are trying items on which have already been purchased.

Can I return an item immediately if I have looked at it/tried it on and I no longer require it?

The item will need to be returned to the Website Customer Service Team who will handle any refund so please ensure that you enclose details with the returned item so our staff can identify the order which the return relates to and can then process your refund correctly. All refunds are carried out within 24 hours of receipt by our Website Team.

If I leave a return in store for delivery back to the Website Customer Service Team, how long will it be before if receive confirmation of my refund?

For most stores there is transport between the store and the Website on a daily basis so it should be a maximum of 48 hours before you receive your confirmation of refund. The exceptions to this are our stores in Falmouth and Bude as we only have transport three days per week so there may be a slight delay if the return is coming through either of those stores.

How and when is my refund processed?

You have 28 days from collection date to return the item in store or to our return address for a refund or exchange (exchanges are dealt with by our Website Customer Services team and cannot be dealt with in store for annscottage.com orders). Each order comes with a Return Form which should be completed in respect of all items being sent back to us for refund or exchange.
As soon as any refunds or exchanges have been completed, a confirmation is issued by the Website Customer Service Team.

I have missed the 28 day deadline for returning an item.

Please contact our Website Customer Service Team on 01208 869924 (9.00 a.m to 5.30 p.m. 7 days a week) or email our team on info@annscottage.com.

Can I change my collection point?

Please contact our Website Customer Service Team on 01208 869924 (9.00 a.m to 5.30 p.m. 7 days a week) or email our team on info@annscottage.com and they will look at your request.

Can you post the parcel to me as my plans have changed?

It will be no problem to post the parcel to you. For UK orders valued at £50 and above, within the UK, the parcel would be posted to you on a 2-3 day service with Royal Mail, free of charge. For orders below £50 within the UK a charge of £2.99 would be made prior to posting the parcel to you. For International Parcels, a charge of £12.99 would be made.