(i) Shoplifting is not permitted. Items removed from the shop or website without permission must be returned with an apology.
(ii) Shoplifting is hazardous to your dignity and karmic balance.
2. HOW TO ORDER
(i) Our website is not yet set up to take automated online payments, so please make a note of items you want, then phone or write to us. The quickest way to place your order is to phone us during Opening Hours on 01603 620479, letting us know your address and bank card details. Or message us in this Contact Form and we can invoice you via PayPal. You don’t need a PayPal account – you can pay as a guest with your bank card. You are also welcome to post a note detailing your order, and pay by cheque.
(ii) Please do not email us your bank card details.
(iii) Items will not be shipped until your payment has been processed.
(iv) You may wish to know how we handle your personal data when you phone to place an order. We write your name, address, telephone number and order on a scrap of paper. If we aren’t sure of the shipping price, we will phone you back. We then process your payment directly using our card machine, never noting your card details. We will ask if you are happy for us to record your details and a brief summary of the order in our Mail Order book, which is stored securely upstairs. The order details can be kept vague if they are of a sensitive nature. We appreciate keeping a log of orders, as it helps streamline future purchases and is useful for assessing orders that are delayed or go missing. But you certainly have the right to refuse this data retention. Archived or not, we will then destroy the scrap paper note of your details.
(v) You may ask for your data to be updated, read or copied for you, or for it to be destroyed at any time. If a customer does not re-order within 3 years, we will delete all record of their details and orders.
(vi) All prices listed in Stuff We Sell are inclusive of VAT. To our best efforts, prices listed match the prices in our shop, as upon the date each page was last updated, as noted at the bottom of each page. If there is a change that has not been reflected online, and you place an order for it, we reserve the right to charge you the price in the shop (which may indeed be lower).
(i) For posting out goods, we will charge you the cost of stamps or courier service plus a packing fee of £1.
(ii) For small orders, we will generally use Royal Mail’s Standard delivery (please ask if you want a different service), using their size and weight guide to determine if the stamp value needs to be a Letter (24 x 16.5 x 0.5 cm, up to 100g) or Large Letter (35.3 x 25 x 2.5 cm, up to 750g). We will ask you if you want 1st or 2nd class delivery.
(iii) For larger packages, we use the courier service Hermes, charging you £4 (up to 1kg) or £5.20 (up to 15kg); and for Next Day deliveries, we use the courier service Yodel, charging you £7.30 (these prices include our £1 packing fee). Orders taken after 3pm may not be ready in time for our courier pick-up. However, we may be able to provide Next Day delivery using Royal Mail’s ‘Special Delivery Guaranteed by 1pm’, which costs more. We can track your parcel with each of these services.
(iv) For peace of mind, you may wish to consider the guarantee on your delivery. Goods posted through Royal Mail’s Standard delivery do not have tracking or guarantees. Hermes will only be liable to pay the lesser of £20 or the cost of repair/replacement if they damage your parcel, unless you have paid for full cover – please see the Hermes website for more details. For valuable parcels, we recommend Royal Mail Special Delivery Guaranteed by 1pm which guarantees recorded delivery to 99% of the UK by 1pm the day after dispatch. This service includes full tracking facilities on the Royal Mail website, guarantees your parcel for up to £500 compensation if lost or damaged and requires a signature upon delivery.
(v) We will not accept liability for lost Standard deliveries that are not recorded, so if you want to pay for your order to be recorded and tracked with Royal Mail Signed For®, please ask and we will take the parcel to the Post Office rather than a post box (this may take a day longer). See Section 5 below for more details.
(vi) For orders sent to overseas addresses, Royal Mail have various International Delivery services with optional fees for additional guarantees.
(vii) We aim to dispatch all orders the same day we receive them, but if the order if placed late in the afternoon or on a Sunday, it may be posted or collected the next day.
4. EXCHANGES, FAULTY GOODS AND REFUNDS
(i) If you change your mind about your purchase, you can return (by post or in person) new, unopened and unused items up to 30 days after they have been delivered to you, and an exchange or refund will be offered following our inspection and approval of the returned goods. We will not refund the postage charge for sending your goods or the postage you have paid to return them. Please phone us before sending anything back so we can clarify your needs.
(ii) If your order is faulty (aside from damage caused during shipping – see policy 5) when you receive it, please return the product with the complete original packaging and receipt within 30 days of in-store purchase or date of delivery. If we agree the product is faulty, we will issue a full refund for the price you paid (not including postage costs), or, if you wish, exchange it to the same value. Please phone us before sending anything back.
5. COMPENSATION FOR LOST/DAMAGED GOODS
(i) We wish to draw your attention to the risk factors of purchasing via website/mail order. Industry regulators have highlighted “serious shortcomings” of the UK’s Royal Mail postal service which continues to lose millions of letters and parcels each year. Compensation can be claimed under certain circumstances, which we shall clarify here.
(ii) When you place an order with us for postal delivery, you effectively form a separate contract with Royal Mail, Hermes or Yodel (which we administer on your behalf). It is your responsibility to choose and pay for the postal service that is right for you and your order. We cannot issue compensation or replacements for lost/damaged packages unless you have paid for a postage option with a guarantee AND we are able to make a successful claim. If you wish to guarantee your order’s delivery with the potential for full compensation, please request Royal Mail Special Delivery™ for deliveries in the UK or Royal Mail Airsure® for international deliveries, for which we will retain certificates of postage. Or choose Royal Mail Signed For® for tracking and signature on delivery, without compensation for loss or damage.
(iii) Royal Mail will not accept claims that post has been lost until particular lengths of time have elapsed: 3 weeks for mail sent to addresses within the UK; two months for mail sent to international addresses. Therefore, if you wish to make a claim for missing packages handled by Royal Mail, please contact us when the package has not arrived after 21 days since the day it was posted if your delivery address is in the UK, or two months for international deliveries. Before this time there is nothing we can do, so please be patient.
(iv) If your goods have arrived damaged, please let us know as soon as possible. If possible, take a photograph if the packaging is clearly damaged, before you open it. Please do not dispose of the packaging your goods were sent in as Royal Mail and our couriers usually require this as evidence. For damage caused during shipping, there is no guarantee of compensation unless you have opted for a premium postal service as detailed above.
6. CANNABIS SEEDS
(i) Our seeds are sourced from top producers in Holland who regularly test their seed productions to maintain acceptable germination rates and quality plants. With love and peace and freedom in our hearts, we sell these seeds on to you as exciting novelty souvenirs of what’s going on in Holland.
(ii) It is illegal to germinate cannabis seeds in the UK without a license from the Home Office. We accept no liability for what you choose to do with your seeds and absolutely cannot guarantee germination success even if you do live in a country where you can plant them, as much depends on growing conditions and careful handling.
7. IS IT LEGAL?
We request that customers outside the UK check the legal status of Cannabis Seeds before placing an order for them. We may also check after an order is placed before proceeding with dispatch.
8. ARE YOU OLD ENOUGH?
It is an offence for any person to sell cigarettes, tobacco products or cigarette papers to anyone under the age of 18 years. The penalty on conviction is a fine of up to £2,500. ‘Tobacco’ is broadly defined as including cigarettes, any product containing tobacco for oral or nasal use (for example, snuff) and smoking mixtures used as a substitute for tobacco (for example, herbal cigarettes). We do not interpret this law to include pipes and bongs.
Some of our other products are age restricted, for sale to over 18-year-olds only. These include: Electronic Cigarettes & E-Liquids, Indoor Sparklers, Lighter Gas and Petrol, Liquid Gold, Smokes & Herbs, Weed World Magazine and Cannabis Seeds.
There is no age restriction on the sale of roaches or smoking tips, grinders, pipes, bongs, gauzes, or cannabis lollies, but we may refuse to serve these items if we are uncomfortable with the sale.
There is no age restriction on the sale of lighters, although we use our discretion as to whom we are comfortable selling them to.
If we are not sure that our customer is over the age of 18, we will ask for proof of age, and if we are still not sure, we reserve the right to refuse the sale. Acceptable forms of ID include passports, driver’s licenses and Citizen’s Cards.
9. ARE YOU IN THE ARMED FORCES?
Upon request by Trading Standards and representatives from the US armed forces who visited us in July 2010, we adhere in-store and online to the following statement: “This establishment will not sell intoxicating substances to personnel affiliated with the US forces. US personnel that purchase intoxicating substances, other than alcohol or tobacco, are subject to adverse action under the uniform code of military justice and/or applicable regulations. Questions relating to this order should be directed to the United Kingdom Armed Forces Disciplinary Control Board Secretary at 01638 524805.”
10. JOB APPLICATIONS
A staff vacancy turns up every year or two, and we look to our pile of CVs. Job applications are always welcome. If you want to apply for future openings, please post or bring in a CV and enthusiastic covering letter explaining why you want to work at HITC, and explicitly requesting that we hold onto your details. Please do not email your CV to us; it will be deleted. To stand the best chances of getting a job with us, we advise you to visit with your application and make a good impression on the staff.
Whether there is a current vacancy or not, within a few days our proprietor or one of the managers should be in touch by email to thank you for your interest. And then your application and/or CV will be added to a collection of recent applications which we keep locked away. We retain applications and CVs for up to 3 years, after which they are shredded. Applicants may update or ask for their documents to be destroyed at any time.
11. PRIVACY & YOUR PERSONAL DATA
(i) In accordance with the General Data Protection Regulation (GDPR), we will not disclose your details to any third party.
(iii) Where Head In The Clouds Ltd is responsible for moderating social network comments (on Facebook and Instagram), we reserve the right to ignore, remove, or hide a comment or response without prior notice, or block an individual’s access to our pages (if necessary, and where possible). We reserve the right to use any comments or posts, as well as verbal statements on our premises, for internal or external publication by ourselves, our partners, or any organisations working on our behalf. An example of this is the collection of comments, quotes and messages that appear on our Feedback & Quotes page. Anyone whose names and quotes have been used may contact us at any time to ask for their contribution to be altered or deleted.
(iv) See Section 2 above for more details on how we handle your personal data when you phone to place an order. And see Section 10 above to find out how we process job applications.
(v) We do not collect customers’ email addresses or home addresses for the purpose of direct marketing.
(vi) Everyone has the right to get confirmation whether Head In The Clouds Ltd holds information about them, and to have access to this information. If anyone asks to have a copy of data we hold on them, or to have it deleted, we will have a month to comply, and we will not charge for complying with a request.
(vii) All customers details pertaining to the RC Membership Scheme of 2014-2015 have long been completely destroyed.
(viii) Any personal data breaches, or potential breaches, will be diligently investigated in accordance with the GDPR. You have a right to complain to the Information Commissioner’s Office if you think there is a problem with the way we are handling your data. But please contact us first as we may be able to clear matters up.
12. GET IN TOUCH
We are nice, honest, peaceful people and promise to do our best to comply with your personal and consumer rights and resolve any complaints ASAP. Please phone, email or write to us if there is anything you want clarified regarding this website or our policies.
For general, non-urgent comments or enquiries, please email email@example.com – you should get a reply within a few days, if one seems appropriate.
For orders or stock enquiries, please email firstname.lastname@example.org or place an order via this form. We aim to respond within 24 hours (excluding Sundays), but please be patient, or phone 01603 620479 if your requirement is urgent.
Or write to us or visit our shop at 13 Pottergate, Norwich, Norfolk, NR2 1DS.