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Anns Cottage

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Frequently Asked Questions


Top Ten Questions


Can I place an order over the phone?


Of course - please contact the Website Team on 01208 869924

 

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

https://www.fedex.com/apps/fedextrack/?action=track&cntry_code=ae

 

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

 

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. 

 

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


It is always the day following registration or a new purchase when the redemption value of the card is available.

 

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


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

 

What hours are your shops open?


            Click here<<<  for store addresses and opening times.

 

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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 and you can add on your Ann’s Cottage Loyalty Card to earn points on any purchase. 

 

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.


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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.

 

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Orders

 

Can I place an order over the phone?


We are happy to accept orders over the telephone. 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 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.

 

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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 infromation. 

 

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.

 

 

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 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 >> 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?


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-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. 

 

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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 through info@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  01208 869924 or Email on info@annscottage.com.

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?


The Loyalty Card must be registered and very time you reach the 100 points threshold the points convert to £1.


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 here<<< this link to our Loyalty Card section.

 

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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). 


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  01208 869924 or Email on info@annscottage.com

 

I have lost my Gift Card?


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