Tel: 01548 831911 | Open Monday-Friday 10am-4pm

Yarn and Fabric shop in Devon

Customer Service and Terms and Conditions

Hulu is completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.

These terms of sale apply to all goods supplied by Hulu Ltd, whose registered office is at Sentinel House, Modbury, Devon, PL21 0XX, UK. Registered in England No. 07768555 VAT Reg No. 120 4101 91 
We reserve the right to change these terms of sale without notice to you in relation to future sales.

Ordering
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. In addition to the price, you will be required to pay a delivery charge for the goods.

The goods are subject to availability. If on receipt of your order the goods you have ordered are not available in stock, we will inform you as soon as possible.

Every effort is made to ensure that prices shown on the website are accurate at the time you place your order. If an error is found, we will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or cancelling your order.

We accept payment by most major Credit Cards and PayPal. If you are shopping from overseas or anywhere else, place your order and your credit card company will convert the transaction to your own currency. Please do not send your credit card information via email.

When you receive confirmation of an order from us it is to indicate that we have received your order. No contract exists between you and Hulu for the sale of any goods until we have received and accepted your order and we have received payment in full (in cleared funds). Once we do so, there is a binding legal contract between us. By way of clarification, an acknowledgement of your order will be sent to you via e-mail when you place your order, but acceptance of your offer to buy the goods will not take place until after your payment is taken and you receive your shipping e-mail. It is at this point that a binding legal contract is created and any contract is subject to these Terms and Conditions. The contract is subject to your right of cancellation (see below). We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. We reserve the right to refuse an order if we are advised by our payment processers that a tranaction may be 'high risk' or possibly fraudulent.
Shipping & Delivery
Shipping charges are displayed at the checkout stage. Every effort will be made to despatch your order as soon as possible after your order has been accepted - this is usually within 1-2 working days.

The goods you order will be delivered to the address you give when you place your order. Unless special arrangements have been made, a signature will be required upon delivery for Royal Mail's Recorded Delivery, or Special Delivery service and for orders sent by courier. If delivery cannot be made to your address because there is no one available to receive the goods, the goods will be held at a local depot and you will be informed as to how you may collect the goods.

If delivery cannot be made to your address for reasons under Hulu's control we will inform you as soon as possible and alternative arrangements will be made. We cannot be responsible for any delays in delivery caused by Royal Mail or other carrier and we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery.
If you have not received your order within the expected time frame, please check to see if you have been left a 'while you were out' card by your postman.  If there is no card, may we suggest you contact your local sorting office, to see if it has been returned there. If it is not at your sorting office, then please contact us, but we would add that we are unable to process any claims for items 'missing' with Royal Mail until 15 working days have elapsed for UK mail, or 25 days for International mail.
You must notify us of any mistake or issues within 7 days of receiving your order.
International Sales
We are more than happy to take orders from customers who live outside the UK. If paying by PayPal, please note however that unfortunately PayPal doesn’t allow a different shipping country from the shopper’s PayPal account country. What this means is that if you opened a PayPal account in the UK, then PayPal will only accept the transaction if the shipping country is the UK. If you are now living in abroad, then you will need to change your PayPal account so that your account country reflects your new country of residence.

When ordering goods for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information.Please be aware that cross-border deliveries are subject to opening and inspection by customs authorities.
Returns & Replacements
You have the right to cancel an order within 14 days of receipt of the goods. Should you wish to cancel your order, please contact us in writing via letter or e-mail. Unwanted goods should be sent back to us in unused and resaleable condition (skeins or balls not unwound, no strong odours, no pet hair etc.), together with any original packing, within thirty days of delivery.
If you choose to cancel an order, we will refund all payments received from you, including original delivery costs (except for the supplementary costs arising if you chose a delivery option other than the least expensive type of standard delivery offered by us), within fourteen days of receiving the goods back. We reserve the right to deduct monies from refunds where goods show signs of unreasonable use leading to diminished value. We will not refund the cost of returning the goods to us, unless they are faulty.
We will make refunds using the same method of payment as you used for the initial transaction.

If you want to exchange unwanted goods, rather than receive a refund, we reserve the right to charge for delivering the alternative goods, unless the original goods are faulty.

We cannot accept liability for returned goods lost or damaged during transit. You are advised to wrap the product carefully to avoid damage. You are also advised to return goods by recorded delivery, registered post, or by courier. Proof of postage will not be accepted as proof of delivery. If we have to collect an item for you we reserve the right to recover the costs of collection from you. Please remember to give us your name and address, and either your original order number or a copy of your purchase receipt. The cost of returning goods will be borne by you unless the goods are faulty.

We cannot accept returns of DVDs, computer software that has been opened, magazines, patterns, books or fabric cut to your specific requirements unless they are faulty.

If the goods supplied to you are damaged on delivery or items are missing, you should notify us in writing via e-mail or fax within 7 days. If you have any other complaint about the goods, you should notify us in writing via the e-mail address or fax number shown below, as soon as possible, but in any event within 7 days of the date you discovered or ought to have discovered the damage, defect or complaint.
This returns policy does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than as recommended by the manufacturer, failure to follow the manufacturer's instructions, or any alteration or repair carried out without the manufacturer's approval.

We endeavour to be as accurate as possible. However we do not warrant that product descriptions or other content of this site are accurate, complete, reliable, current or error-free. If a product offered by us itself is not as described your sole remedy is to return it in an unused condition. We colour calibrate our computers in the production of all of our images to ensure accurate rendition on colour. Please note that although our screens have been colour calibrated, yours may not be which will lead to differences in colour rendition. This fact must be allowed for when considering your purchase.
Payment, Pricing & Promotions
Payment for the goods and delivery charges can be made by any method shown on the website at the time you place your order. Credit/Debit card transactions are processed by either Paypal or Cardsave. When you complete your order, you will be taken to a secure website where you can safely enter your card details. Once payment is confirmed you will be returned to this website with confirmation of your payment.

For orders made from the UK or the European Union, 20% VAT is added. If you are ordering from the EU with a valid EU VAT number, please get in touch. All orders dispatched outside the EU are VAT free and VAT will automatically be deducted as soon as as you enter the country for your shipping destination. Prices are shown including VAT.
Privacy & Security
This site uses Cardsave, a leading independent Payment Service Provider, to process credit and Cardsave network of payment gateways.

Transactions normally take a few seconds to be processed and at no time are your payment card details at risk from cyber criminals. 

All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. We do not hold any of your card details or security numbers on our web site. Hulu will take all reasonable precautions to keep the details of your order and payment secure but unless Hulu is negligent, we will not be liable for unauthorised access to information supplied by you.

We do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.
Viewing Orders
Logging in to your account allows you to monitor the status of any outstanding orders and view previous orders made through this website.
Updating Account Information
You can update your account information at any time by simply logging in.

These terms of sale and the supply of the goods will be subject to English law and the English courts will have jurisdiction in respect of any dispute arising from the contract.