frequently asked questions
How long will it take for me to get my order?
All orders are shipped via first class Royal Mail. Orders are dispatched 1 – 3 working days from payment.
Normal shipping times after dispatch:
UK: 1 – 3 working days
Europe: 5 – 7 working days
Worldwide: 7 – 14 working days
UK delivery is free.
For European or Worldwide shipping costs, please contact me via my contact form with your order details. Any customs fees or taxes due for international shipping will need to be paid by you.
Please note shipping times are estimates provided by Royal Mail and are not guaranteed. Times may also be disrupted due to issues caused by the Covid-19 pandemic.
I am not in the UK. How much will shipping cost me?
It all depends on the size and weight of what you purchase. If you are ordering more than one item, please contact me via my contact form for shipping price confirmation, as I will always try to package items with the minimum cost to you.
Below is a guide to costs for posting items via first class Royal Mail:
CARD / BOOKMARK:
Europe – £1.00
Worldwide – £2.00
(Small letter up to 100g)
NOTEBOOK / CARD PACK:
Europe – £3.00
Worldwide – £5.50
(Large letter up to 250g)
GIFT PACK:
Europe – £5.50
Worldwide – £15.50
(Small parcel up to 750g)
MULTIPLE GIFT PACKS:
Europe – £7.50
Worldwide – £25.00
(Small parcel from 1kg to 2kg)
What should I do if I have a problem with my order?
If you have any issues with your order (such as inputting an incorrect delivery address), please contact me via my contact form as soon as possible with your order number and details. I will do my best to rectify the problem.
Do you give refunds or accept returns?
Refunds will only be processed for defective items after they have been returned. Returns will only be accepted where your order has been damaged in transit due to a packaging error on my part.
Where orders have been returned due to non-collection, you will be required to pay any additional shipping fees.
How environmentally friendly is your business?
All the paper and card I use is sourced from FSC certified responsibly managed forests. The clear display bags that I use for my cards are made from accredited compostable and biodegradable vegetable starch. All of my packaging is plastic free and fully recyclable.
When will new lines be added?
I’m constantly working on new ideas to expand my range. To receive updates on new lines, please follow me on Instagram and Facebook @sylviaprincedesigns and Twitter @sprincedesigns
How do I get an answer to a different question?
Please contact me via the contact form and I will do my best to get back to you within 24 hours.
Where can I find your Privacy Policy?
You can find it below…
PRIVACY POLICY
Sylvia Prince is a graphic design company operating within the print industry. This privacy policy explains how we as a data controller use any personal information (also known as personal data) we collect about you as we connect or when you use this website.
Personal data is any information about a living individual which allows them to be identified (e.g. a name, email address, address). Identification can be by the personal data alone or in conjunction with any other information.
Our responsibility as we keep your data
We are responsible for keeping your data secure and for only using it for the purposes that it was acquired. In most cases that is for us to keep in contact with you, but as things progress it might include us sending you information, news and marketing information about available products on this website or events. The important thing for you to know is that it is your choice if you would like to receive anything from us and so at that point you will be asked to ‘opt in’ to receive it.
We will always be responsible and take care of your contact information. Nothing will ever be shared with any third party organisation or group for marketing purposes.
What information do we collect about you?
We only hold the information that you send us or tell us about. We do not gain any further information about you from third parties. This information tends to include your:
Name
Address
Email
Phone number
Website URLs where relevant
Other than this we will never request information that is not relevant to the services we provide. From time to time actions might be noted and these are kept securely along with your other data. Please note that you can request to see what data is held about you at any time by contacting info@sylviaprince.com
How we will use your personal data
We will use your personal data for some or all of the following purposes:
a) to send you orders and communications which you may have requested or that may be of interest to you about our operations, events and products;
b) to maintain our records and accounts;
c) to keep you notified of changes to the service that we provide;
d) to seek your comments or views.
Whilst we will rely on your consent as a legal basis for this processing your personal data, we will also have a legitimate interest for processing your personal data in order to facilitate the purchases that you make from this website. Whilst exercising our legitimate interest we will always take into account your interests, rights and freedoms.
How do we protect your data?
We will take all reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.
We are mindful that we cannot prevent every security breach, but we prioritise data security and will do everything we can to ensure your data is safeguarded.
For how long do we keep data?
We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for. This includes satisfying any legal, accounting or reporting requirements. We will delete it when it is no longer needed.
As a person whose personal data we hold (a data subject) you have the following rights:
a) to be informed of your rights as a data subject through this privacy notice;
b) to access and obtain a copy of your data on request;
c) to request that we amend incorrect or incomplete data;
d) to request that we delete the information that we hold on you;
e) to restrict the processing of your personal data;
f) to object to the processing of your personal data;
g) to data portability and the transfer of your personal data to another data controller;
h) rights in relation to automated decision making and profiling.
Should you be dissatisfied with the way in which we process your data you have the right to submit a complaint to the Data Protection Authority in the UK:
Information Commissioner’s Office
Wycliffe House
Water Lane Wilmslow
Cheshire SK9 5AF
www.ico.org.uk/concerns/handling/
If you have any requests for data, please contact info@sylviaprince.com
Changes to this Privacy Notice
We reserve the right to update this Privacy Policy at any time, and we will provide you with a new version of this Privacy Policy when we make any substantial updates. We may also notify you in other ways from time to time about the processing of your personal information. This Privacy Policy does not form part of any contract to provide services.
If you are unsure about how or if this Privacy Policy applies to you, please contact info@sylviaprince.com