Store Policy

At Long White Cloud Books, we are committed to providing exceptional customer service and ensuring a delightful experience for our readers. Our customer care policy is designed to offer transparency, support, and satisfaction with every purchase.  Please note this only applies to books bought via our website.  If you have purchased a book via another supplier e.g.  Amazon, please follow their processes.

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1. Shipping Policy

• Processing Time: Orders are processed within 2-5 business days. Any delays will be communicated via email.

• Domestic Shipping (UK): We offer standard and expedited shipping options within the UK. Delivery times may vary, typically ranging from 3-7 business days.

• International Shipping: Shipping to New Zealand and other international locations is available. Delivery times may vary depending on the destination and local customs.

• Shipping Costs: Shipping fees are calculated at checkout and are based on the destination, weight, and size of the package.

• Tracking Information: Once your order is shipped, you will receive a confirmation email with a tracking number.

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2. Returns & Refunds

• Eligibility for Returns: If you are not completely satisfied with your purchase, you may return any unused, unopened, and undamaged item(s) within 30 days of receipt.

• Return Process: To initiate a return, please contact us at [insert customer service email] with your order details. We will provide instructions on how to return your item(s).

• Refunds: Refunds bought from our website will be issued once the returned item(s) are received and inspected. Refunds are processed to the original payment method used at checkout.

• Non-Refundable Items: Personalized or custom-made products and items marked as "final sale" are not eligible for returns or refunds.

• Return Shipping Costs: Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., damaged or incorrect item).

• If bought from Amazon, please return via Amazon.

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3. Exchanges

• Exchanges Policy: If you wish to exchange an item for a different product, please contact us within 30 days of receipt. We will assist you in arranging the exchange, provided the item is in unused and sellable condition.

• Exchange Process: Upon receipt of the returned item(s), we will process the exchange. Shipping costs for exchanges are the responsibility of the customer unless due to an error on our part.

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4. Damaged or Defective Items

• Reporting Issues: If your order arrives damaged or defective, please notify us within 7 days of receipt by emailing [insert customer service email] with a description and photos of the issue.

• Replacement Process: We will arrange for a replacement or issue a refund for the damaged or defective item(s) at no additional cost to you.

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5. Order Cancellations

• Cancellation Window: Orders can be cancelled within 24 hours of purchase for a full refund. After this period, we may not be able to cancel orders that have already been processed or shipped.

• How to Cancel: To request a cancellation, contact us immediately at [insert customer service email] with your order number.

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6. Digital Products

• E-Books & Digital Downloads: All sales of e-books and digital products are final and non-refundable, except in cases of technical issues or errors with the download. Please contact us if you experience any difficulties.

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7. Customer Support

• Contact Us: For any questions, concerns, or issues regarding your order or product, please contact our customer care team at [insert customer service email]. We strive to respond within 1-2 business days.

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8. Privacy & Data Protection

• We are committed to protecting your privacy. Any personal information collected during the order process is used solely for fulfilling your order and will not be shared with third parties, except as required to process and ship your purchase.

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9. Satisfaction Guarantee

• At Long White Cloud Books, your satisfaction is our priority. If you have any concerns or feedback, please don’t hesitate to reach out to us. We will do our best to resolve any issues and ensure you have a positive experience with our books and services.

Long White Cloud Books Privacy and Safety Policy

At Long White Cloud Books, your privacy and safety are our top priorities. We are committed to protecting your personal information and ensuring a secure shopping experience. This policy outlines how we collect, use, and protect your data when you interact with our store, website, and services.

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1. Data collection

• Personal Information: When you make a purchase or register on our website, we may collect personal information such as your name, email address, shipping address, phone number, and payment details.

• Automatically Collected Information: We may also collect non-personal information through cookies or other technologies, such as your IP address, browser type, and how you interact with our website (e.g., pages visited, time spent on the site).

• Third-Party Services: We use trusted third-party services to process payments and manage shipping. These services may collect data necessary to complete transactions. These providers adhere to their own privacy policies, which we encourage you to review.

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2. Use of Information

• Order Fulfilment: We use your personal information to process and fulfil your orders, including shipping, payment verification, and order updates.

• Communication: We may use your contact information to send you updates about your order, respond to inquiries, or notify you of any changes to our policies.

• Marketing: With your consent, we may use your email address to send promotional offers, new product announcements, or event information. You can opt out of marketing communications at any time by clicking the unsubscribe link in our emails or by contacting us directly.

• Site Improvements: Non-personal information may be used to analyse website performance, improve user experience, and tailor our content to your preferences.

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3. Data Protection

• Security Measures: We implement a variety of security measures to safeguard your personal information. These include encryption, secure servers, and regular monitoring to protect against unauthorized access, disclosure, or misuse of your data.

• Payment Security: We use trusted third-party payment processors that comply with industry standards for payment security (such as PCI DSS). Your payment details are encrypted and handled securely, and we do not store your payment information on our servers.

• Limited Access: Personal information is only accessible to authorized staff members who need it to perform their duties, such as order fulfilment or customer support.

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4. Data Sharing

• Third-Party Providers: We may share your information with third-party service providers (e.g., shipping carriers, payment processors) only as necessary to complete your transactions. These third parties are required to protect your data in accordance with applicable laws.

• Legal Obligations: We may disclose your information if required by law or in response to valid legal requests from government authorities.

• Business Transfers: In the unlikely event of a business transition, such as a merger or sale, your personal data may be transferred as part of the transaction, subject to the same privacy protections.

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5. Cookies and Tracking Technologies

• Cookies: Our website uses cookies and similar technologies to enhance your browsing experience. Cookies help us remember your preferences, keep items in your shopping cart, and track website analytics.

• Cookie Management: You can manage or disable cookies through your browser settings. However, please note that some website features may not function properly if cookies are disabled.

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6. Your Rights

• Access to Information: You have the right to access the personal information we hold about you and request corrections or updates to ensure it is accurate.

• Data Deletion: You may request the deletion of your personal information, subject to legal or contractual requirements. Contact us at [insert customer service email] if you wish to request data removal.

• Opt-Out of Marketing: You can unsubscribe from marketing communications at any time by following the instructions provided in the email or contacting us directly.

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7. Children’s Privacy

• Age Restrictions: Our website and services are not intended for children under the age of 13, and we do not knowingly collect personal information from minors. If we become aware that a child under 13 has provided us with personal data, we will promptly delete it.

• Parental Consent: For users under 18, we recommend parental supervision when using our website or purchasing products.

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8. Safety Measures

• Safe Shopping: We are committed to ensuring a safe and secure shopping experience for all customers. Our website is protected by SSL (Secure Socket Layer) encryption to safeguard your personal and payment information.

• Fraud Protection: We monitor transactions for potential fraud or suspicious activity. If we detect any unusual behaviour, we may reach out to verify your information or temporarily pause your order to ensure its authenticity.

• Secure Account Management: If you create an account on our website, we recommend choosing a strong, unique password and keeping it confidential. If you suspect any unauthorized activity on your account, contact us immediately.

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9. Changes to This Policy

• Policy Updates: We reserve the right to update this Privacy and Safety Policy at any time. Any significant changes will be communicated through our website or via email. We encourage you to review this policy periodically to stay informed of any updates.

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10. Contact Us

If you have any questions or concerns about your privacy or the safety of our website, please don’t hesitate to contact us at:

Email: [insert customer service email]
Phone: [insert customer service phone number]
Address: [insert company address]

Thank you for trusting Long White Cloud Books. We are dedicated to protecting your privacy and providing a safe, enjoyable shopping experience.