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Ann’s Cottage
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Ann's Cottage

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Free delivery when you spend over £50Same Day dispatch on orders before middayQuestions? Call us on 01208 869 924

Frequently Asked Questions

  

We have placed the top ten questions we are asked, at the top of this Help Section but if your question isn’t here please scroll down as we have included lots more questions and answers under separate headings.  If you can’t find what you are looking for please contact us


Can I place an order over the phone?

We are happy to accept orders over the telephone.  Please contact the Customer Service Team.

What delivery options and charges are available? 

            Click here >> for all our delivery information.

 How do I track my order?

When an order is despatched, an E Mail is issued confirming that your order has been posted.  A tracking number and confirmation of the carrier used is provided within the E Mail.  Smaller items are posted with Royal Mail or Fedex and larger items i.e. Large luggage or Bodyboards, are sent with Parcel Force.  Our European parcels are sent with UPS or Royal Mail and all International Parcels are posted with UPS.

 

To check the whereabouts of your parcel, please visit the appropriate Track and Trace Website and enter the tracking number provided in the confirmation E Mail.


     Click here for the Royal Mail Track and Trace Website.

     Click here to track an order with Parcel Force.

     Click here to track an order with Fedex

     Click here to track an order with UPS



 Where do I need to send my return?

 All returns should be sent to the following address:  


For additional information on Returns and Exchanges please click here.

Returns

Ann’s Cottage Website Department

Unit 4 Higher Pityme Farm

Pityme Business Center

St Minver

PL27 6NU

 How long do I have to return an item?

 Items must be returned to us within 14 days of receipt of the original order. Please make sure that your item is bought back to us in a re-sellable condition, with the original packaging and with the tags left on.

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

 In the unlikely event that an item you purchased is damaged or faulty please contact the Customer Service Team  before sending your return back.

 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.  You may of course purchase items from the shop in the usual way and your refund will be processed as soon as the returned items reach the Website Office.

I have just registered my Loyalty Card but there is no value showing on my Account.

 The process to convert points to £’s takes place overnight so it is always the day following registration or a new purchase when the redemption value of the card is available and visible when you sign into your Ann’s Cottage Account.

 I am having a problem redeeming my Loyalty Card balance at the checkout.

 The first time you attempt to redeem the balance on your Loyalty Card, the redemption amount is attached to the promo code you are presented with.  If you do not use this code, you need to keep a note of it.  If you try to redeem the funds from the card again, you will not be successful as the money is now on the promo code.  If you have not kept a note of this code, you will need to contact our customer service team who will be able to assist you in resolving the issue.

 

What hours are your shops open?

 

            Click here for store addresses and opening times.



HELP CATEGORIES BELOW

Accounts

Products and Stock Availability

Orders

Checkout & Payment

Delivery

Returns & Exchanges

Gift Cards

Loyalty Cards 

 

 

Accounts

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

No. You can use the Express Checkout. You will however be missing out on all the great benefits of having an Ann’s Cottage account.

 

What are the benefits of having an account?

By registering an account with us you can link your Loyalty Card to view your card balance, claim exclusive rewards, enter competitions and most importantly get money off your next shop.

 

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 either complete a password reset in your ‘Accounts’ section 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?

Unfortunately not.

 

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

Please contact the Customer Service Team 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 Customer Service Team  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 Customer Service Team  with any questions.

 

Orders

 

Can I place an order over the phone?

We are happy to accept orders over the telephone. Please contact the Customer Service Team and they will be happy to help.

 

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

Once your order has been placed, it is generally too late to adjust items within your order or make changes to your delivery address, as your order will have been sent to the warehouse almost immediately.  Please contact the Customer Service Team who will be happy to check the status of your order.

 

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

Yes, we now offer a click & collect service.

 

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 4, Higher Pityme Farm

Pityme Business Center

St Minver

Cornwall

PL27 6NU

 

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 security code (or CV2 number) on your credit/debit card is a security measure we require for all transactions.  This number is listed on your card and is not stored anywhere else, the only way to have the correct CV2 number is to physically have possession of the card.  Most cards have the three digit CV2 number on the back of the card, after the card number in the signature strip.

 

Delivery

 

What delivery options and charges are available?

 

Over £50 (Tracked 1-3 Day Service)                                                       FREE

Under £50 (Tracked 1-3 Day Service)                                                    £3.50

Next Day (Royal Mail Guaranteed Next Day Before 1 p.m)                £7.99

Europe/Non Mainland UK (Tracked 6-12 Day Service)                    £12.99

Express Europe/Non Mainland UK (Tracked 1-3 Day Service)       £19.99

International Deliveries (Non EU Countries)                                       £24.99

 

Royal Mail are our carrier within the UK for the majority of parcels and for items weighing more than 2kg or large bulky parcels, we use Parcel Force.  The standard European Service is sent with Royal Mail and the Express European and International parcels are sent with UPS. Every parcel that we send out is fully tracked to your doorstep. The Tracking number is available on your account or when an item has been despatched, the tracking number is E Mailed to you.  Alternately please contact the Customer Service Team who will be happy to help.

 

 How do I track my order?

When an order is despatched, an E Mail is issued confirming despatch and providing a Royal Mail tracking number for smaller items or a Parcel Force tracking number for larger items i.e. Large luggage or Bodyboards.

Visit the appropriate Track and Trace Website and enter the tracking number provided in the confirmation E Mail.

Click here for the Royal Mail Track and Trace Website.

Click here to track an order with Parcel Force.

Click here to track an order with Fedex.

Click here to track an order with UPS.

 

 

My order has not arrived, where is it?

 

- The carrier may have experienced a delay. In which case your tracking information should display any delays and the new delivery date.

- The delivery company has tried to deliver and has left you a calling card.

- 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 Customer Service Team and we will be happy to look into the status of your delivery.

 

Tracking details show parcel delivered but I have not received it?

If you provided a secure location on your order, please check that location.  If the courier has left the parcel with a neighbour you should have a card from them detailing where the parcel has been left. Alternately the card will state that your parcel has been left with your local Post Office.

 

What Countries do you deliver to?

We ship to all Countries where the infrastructure within the  Country allows us to track an order to your door.  If there are any concerns regarding this, our Customer Service Team will contact you accordingly.

*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 that it can take up to 15 working days for the parcel to be received and these parcels cannot be tracked once they enter the Forces postal service. Please state clearly and precisely on the address were you would like your parcel to be delivered.

 

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 and 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 4 Higher Pityme Farm

Pityme Business Center

St Minver

PL27 6NU

 

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

Don’t worry simply click here>>>>>.

 

How long do I have to return an item?

Items must be returned to us within 14 days of the original order. Please make sure that your item is bought back to us in a re-sellable condition, with the original packaging and with the tags left on.

 

Do I have to pay for returning my goods?

Yes, the cost of all returns is the responsibility of the customer.  Please note that you are responsible for items sent back to us until they are received by ourselves.  We recommend you get proof of posting and we recommend returning expensive items by an insured method such as recorded delivery.

 

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 3-10 working days.

 

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

In the unlikely event that an item you purchased is damaged or faulty please contact the Customer Service Team  before sending your return back.

 

If I am returning something that I have purchased with a Gift Card can I get a money refund?

We can only return funds using the original method of payment.  If you paid by Gift Card the refund will be made back to the Gift Card.

 

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.  You may of course purchase items from the shop in the usual way and your refund will be processed as soon as the returned items reach the Website Office.

 

Loyalty Cards

Where can I get a Loyalty Card?

You can ask for a Loyalty Card at any one of our stores or you can request one when you make a purchase through annscottage.com.

How do I make sure points are added to my Loyalty Card when I make a purchase?

To earn points for any on-line purchases, make sure you sign into your account and the points will then be added automatically as soon as your order has been completed and shipped.

To earn points in store, please make sure you present your card at the checkout when making your purchase.

Can I spend my Loyalty Card Balance and a Gift Card on the same order?

You can only spend one Gift Card or your Loyalty Card Balance on a single order.  If you would like to spend several Gift Cards or a Gift Card and Loyalty Card Balance on the same order please contact our Customer Services Team and they will be happy to process the order for you.  

How many Loyalty Points to I get for my purchases made at Ann’s Cottage?

You will receive one reward point for every 50p that you spend. Once you reach 100 points you will have £1 to spend either in-store or online.  This is subject to change. 

I have lost my Loyalty Card what can I do?

Cards should be treated like cash, all points and rewards are lost if your Card is reported lost or stolen.  We cannot be responsible for any unauthorised use of Points.  Please refer to our Terms and Conditions. 

When do my points turn into actual money that I can spend?

Every time you reach the 100 points threshold, an overnight process runs which converts the points to £’s which are then visible when you sign into your on-line account.

Why can’t I see a points total on my account?

Only the monetary value on the Loyalty Card which is available to redeem against a purchase on-line or in store is visible when you check your Website account.  Any points below the 100 point threshold stay on the card until the next purchase is made which takes the points figure above the threshold again.

I have just bought things in your store and there are no points showing on my balance, what is wrong?

It takes 24 hours for your card to have points applied so please be patient – the points are on the way!

Where can I see the Terms and Conditions relating to my Loyalty Card?

Just click this link to our Loyalty Card section.

 

Gift Cards

 

Does my Gift Card have an expiry date?

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

 Where is my Gift Card pin number?

The pin number is on the back of your card, to the right of the long card number under a silver scratch panel.  Scratch off the panel and it will display your individual 4 digit pin number.

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 (you do not need to enter the 4 digit pin which is under the scratch off panel at the end of the 16 digit number).  Please note you can only use one Gift Card or Loyalty Card against an order.

Can I spend my Gift Card(s) and my Loyalty Card Balance on the same order?

You can only spend one Gift Card or your Loyalty Card Balance on a single order.  If you would like to spend several Gift Cards or a Gift Card and Loyalty Card Balance on the same order please contact our Customer Services Team and they will be happy to process the order for you. 

I have lost my Gift Card?

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

Where can I see the Terms and Conditions relating to my Gift Card?

Please click here>>>>.

 



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