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Policies at AcePop Designs

As an avid shopper myself I understand the need for privacy and honesty from the people I shop with. That is why as a seller I am open and honest about my policies and will follow them. The data that is collected via my site will never be sold and will only be used to market if you opt in.

Your Personal Data and How it is Used

I do not, nor will I ever, sell your information. The information I store is purely for operational reasons, future design collections, and for your convenience.

Your personal details:
  • I will use and/or store your name, username, billing address, delivery details, and your contact details.
     

Your financial details:
  • Wix as the website provider will retain your payment details in line with their own privacy policy. I will not be able to access this information or use it.

  • If you place an order in my store, I will keep a record of each order you place. This record includes: the type of items you purchased, your payment ID, time and date, the type of payment method you used, your choice of delivery method, your tracking number (if ordered), your personal data and contact data, the quantity of each item, and any additional notes you may leave.

  • I keep record of the price you paid per item, the currency you paid in, and the overall price paid for your order.
     

Your search history:

I keep records of words searched for in the search bar on my site. These are anonymous and not connected to your account.

 

I keep anonymous track of search words for trend analysis, if there is a particular search term that is used a lot, it could indicate a demand that I may use to inspire new products.

I also track search words for accessibility. Example: if I notice that someone’s spelling a word wrong, I will add the misspelled word as a keyword to all products to which it applies. That way, the products will still show up if the word is spelled incorrectly. 

No other information is provided with the search terms, I will not be able to see who searched for what or any of their information. It is completely anonymous.

Your design preferences:

I go through orders and wishlists to see which product features are the most popular. This helps me determine which products to design in the future. I do not keep records of feature preferences on individual levels: it’s all anonymous and based on percentages.

Marketing preferences:
  1. If you contact me through my shop email or through any contact form on this site, I will keep record of the information you submit.

  2. If you register an account on my site, I will keep record of the information you submit.

  3. If you opt in for my newsletter, I will store the email address you’ve submitted.

  4. If you have opted out of marketing I will not send you a newsletter but may still email you in regards to an order or pertinent information about your account, however none of this will be to market my site to you.

You can update your marketing preferences at any time.


I will write my own newsletters and they will solely concern my brand, shop and any information regarding them, including but not limited to; sales, new products, featured products, reminders, shipping information, changes to the site/business/terms & conditions.


I do not base my emails on your purchase history: everyone who subscribes to my email newsletter will receive the same emails.
If you’ve registered for an account and abandoned your basket, I will send you a discount or reminder by email.


You can unsubscribe from my marketing emails by clicking the “unsubscribe” button at the bottom of your last newsletter email from me, emailing me at acepopstore@gmail.com or via your AcePop Member account.

Legal requirements:
  • If the police or authorities reach out to request your purchase history, and by law requires me to hand this over, I will have to do so.

  • For orders shipping to outside of the UK, I will provide the delivery company with a detailed list of the contents of your package.
     

Who is your data shared with

I will share your personal data with my delivery partners. At the moment I only ship through the following delivery companies:

Royal Mail ( see their privacy policy here)


More companies may be added in the future which will be updated in the terms at such a time.


When I ship your order, the delivery company will receive your name, contact details and delivery details, plus any additional notes you’ve left at checkout that are relevant to delivering your order.

Please note: For international orders, the delivery company is likely to subcontract a local company in order to deliver your order (i.e. for orders going to Norway, Royal Mail will most likely subcontract Posten or Post Nord to bring your box to you).

If you live outside of the UK, I will also provide them with detailed information about the content of your package, and the price paid per item and total, this is usually just for customs declarations.

Fraud Prevention

I reserve the right to refuse you service if I believe either of the following to be true:

  • Your account was set up by a bot

  • You’re placing test orders to see if you can get away with purchasing larger orders on someone else’s card

  • Your account has been hacked

  • You’re using a payment method that doesn’t belong to you

If I recognise an email or IP address that’s frequently trying to set up an account, but can’t pass the human verification steps, I reserve the right to block one or both of these.

How long is your data kept on file

Your data will be kept on file indefinitely, and used in accordance with your marketing preferences, to ship your orders and to keep your AcePop Membership up to date. 

You do and will always reserve the right to request to see your data and to have it permanently deleted. 

 

Order history; including names, addresses, items ordered, discounts used (if any) and payment method, will be retained for my records. (Please refer to the Financial Details section to see what happens with your payment data). I will only be able to see whether you paid via card or another service. I cannot access your card numbers etc.

Your data rights

You have the following rights in relation to your personal data:

The right to be informed

I will give you information about how I use your personal data at the time I collect it from you, or through privacy notices such as this one.

The right to access your personal data

You have the right to receive a copy of your personal data and details of how I use it. 

You can ask for details of the personal data I keep about you by contacting me at acepopstore@googlemail.com . I might require proof of your identity, or ask you to confirm certain details of your account.

I  will also need you to tell me which information and uses of your data you want to know about (for example, which of our services were involved and when I might have used the data).  I may also ask you to fill in an optional application form to help me confirm your identity and trace the information you need.

The right to have your data corrected

You have the right to have your data corrected if it is wrong or incomplete. 

I will do my best to make sure your personal data is accurate and up to date. However, I rely on you to check that some of the information I hold about you is accurate and up to date. Please let me know about any changes to your information (for example, by updating your account details on my website).

The right to object

You have the right to object to some uses of your personal data, such as for marketing. However, if the law allows me to continue using your data, and I believe I still need it, I may do so.

The right to have your data deleted

You have the right to ask me to delete your personal data from my records if there is no legitimate reason for me to continue using it. Example: if you don’t need to see your order history from 1+ year ago, feel free to ask me to remove it.

However, if there is a legitimate reason for me to still use this information, I will not be able to delete it. Example: if you’ve placed an order and your payment portal warranty is still active, I will need to keep a record of your order until the warranty expires.

The right to restrict use of your data

You have the right to limit the use of your personal data if:
•    you feel that it is not accurate and needs to be checked
•    you disagree with my legal reasons for using your data and want me to reconsider using it
•    I am using your data illegally, but you do not want it to be deleted, or
•    I no longer require the data, but you want me to keep it for the purposes of a legal claim

The right to transfer your data

You have the right to ask me to transfer your personal data to another organisation. I must do this if the transfer is, as data protection law says, ‘technically feasible’.
This right only applies to personal data which you have given to me and which I use either with your agreement or to keep to a contract I have with you. 

The right to withdraw your agreement to use personal data

If you have agreed I may use your personal data in a certain way, you can withdraw that agreement at any time. 

The Information Commissioner’s Office (ICO) provides full details of your data protection rights.

If you need to contact me

I am always available if you need to contact me for any reason, please take into consideration the time difference if you are not in the UK. I will reply to all messages usually within 24 hours. You can contact me at:

acepopstore@gmail.com

I am also available to be contacted via my Instagram @acepopdesigns. However please be careful with sharing sensitive information as you will be subject to Instagram's Privacy Policy not my own.

Cookies
Cookies are text files placed on your computer when you use a website or app. 

How are cookies used?
When you use my website, I will ask you whether you agree to me using cookies to collect information about:
•    the devices you use to access my website
•    how you use my website (for example, the products, pages and content you’ve looked at). 

Some cookies are essential, and some are not. It’s up to you whether to agree to me using cookies.

Terms and Conditions

Order Processing

It will take 1-2 business days to process an order. I will normally pack it on the same day and ship it the same day (if it is before 4pm gmt) or the next day.

During major shop updates, sales or if I am having to go away for my second job my processing time can extend. If I expect this to be the case, it will be clearly stated on my homepage and via a newsletter.

Estimated delivery times

My shipping estimates take potential COVID-19 delays into consideration, so they’re a bit longer than normal. Further delays can still occur, of course, but it’s not as likely.

UK:
1-3 working days (normally just 1)


USA & Canada:
Tracked packages 1-2 weeks
Untracked packages 2-6 weeks (3 on average)


EU/EEA:
Tracked packages 1-2 weeks (5 days on average)
Untracked packages 1-6 weeks (3 on average)


Delivery times to EU and EEA countries vary drastically. While most packages to i.e. France, Sweden, Germany and Norway seem to arrive within 3-7 days, packages to Spain and Italy can be stuck in customs queues for several weeks. I don’t have stats on every country, but if you need your order by a specific date, I highly recommend you upgrade to tracked shipping.

Australia, New Zealand and Singapore:
Tracked packages 1-2 weeks
Untracked packages 2-6 weeks (3 on average)


Everywhere else:
Tracked packages 1-2 weeks
Untracked packages 2-6 weeks (4 on average)
All orders are sent via Royal Mail. If your order exceeds 2kg, I might send it via UPS instead.

Your estimated delivery times apply from the day your order is dispatched (not placed).

Cancellations of orders

Digital goods and services:
Orders of digital goods and/or services cannot be cancelled nor refunded. The rules below apply to physical goods only. Online payment is a digital service, and as a result of this, I can’t offer refunds for payment processing fees (these are charged by the payment portals).

Customised items:
Customised items can be cancelled for up to 14 days after the order has been placed, as long as:

The production process has not started
The materials for your custom item have not already been purchased.
I reserve the right to evaluate cancellations of customised items on a case by case basis.

Other physical goods:
The majority of products in my store fall into this category.

You have the right to cancel from 14 days of your order being delivered. You do not have to provide a reason. The refund I can offer depends on the status of your order:

If your order has not been packed nor shipped, I can issue you a full refund.
If your order has been packed but not shipped, I can issue you a full refund.
If your order has already been shipped, I can issue you a refund minus shipping costs. To get your refund, you must let me know within 14 days of receiving them that you wish to return them. You must then send them back to me within 14 days of letting me know. You are fully responsible to cover all return shipping costs and packaging costs. Once I receive your returned items, I will issue your refund within 14 days. If I do not receive the items, I cannot refund them.
If I cancel your order due to other reasons (i.e. products out of stock), I will cover all fees and you will receive a 100% full refund.

To request a cancellation, please contact me at acepopdesigns@gmail.com.

Returns and exchanges

The following items cannot be returned:
  • Customised products (unless faulty and not advertised as faulty)

  • Faulty products (i.e. B-Grades, C-Grades, “Oopsie” products)

  • Digital products and/or services
     

For all other items, the following terms and conditions apply:

I will happily accept returns, but you are responsible to cover all return shipping costs and return packaging costs yourself. Each returned item must arrive in its original packaging and unopened. I only accept returns from the person who originally purchased the item.

To return an item, you need to let me know within 14 days of receiving your items. You can then send them back to me within 14 days of letting me know you wish to return them. Once I receive the returned items and they’re fully intact, I will issue your refund within 14 days.

If the items are in poor condition, i.e. damaged, stained, chewed on, or smelly (i.e. smelling of cigarettes), I will not issue you a refund, and you will need to cover the shipping costs again if you want them sent back to you.

I can only refund your items once they reach me, so I highly recommend you send them with tracked shipping.

I do not offer product exchanges.

Address change

If you need to change your delivery address, please contact me at acepopstore@gmail.com ASAP.

I can only change your delivery address if your order has not yet been shipped.

Once it has been shipped I am unable to change the address and it is non-refundable. It is your responsibility to provide the correct address and to notify of an incorrect address or an address change before the order ships.

Shipping

If an order is returned to me due to a failed delivery, you have two options:

  • Have the box sent back to you (you will have to cover the full shipping fee applicable at the time of this new dispatch)

  • Have the order refunded to you minus payment processing fees.

Please note: I can only offer these options if I receive your box in return.

I generally offer combined shipping with all orders

If you want to combine orders, please let me know before you place your orders. I can give you a free combined shipping code so that you can bypass the shipping fee.

If you have placed an order and would like to add to it please let me know and I will adjust your order and send you an invoice for the remaining balance. 

If you have place two or more orders that have not yet been packaged/shipped I will usually refund you one of your shipping fees and package the items together (if they are going to the same address).

Extended transit times are to be expected these days, and each country/state has its own timeframe.

If your box is stuck in transit for over a week, I recommend you call Customs and Clearance in your country. Provide them with your tracking number, and they should be able to tell you whether your box is simply delayed, or if it’s stuck due to other reasons.

If you don’t have a tracking number and your box takes longer than your estimated delivery time, please reach out to me.

If you live in the UK and do not receive your order within a week of dispatch, please reach out to me.

Missing or damaged orders

As an intense perfectionist I always strive to create high quality products, so if you’ve received an item that you feel isn’t quite up to scratch, please feel free to contact me at acepopstore@gmail.com about it.

Missing items

If an item is missing from your order, I will send it to you separately and (of course) free of charge.

Extra items

If you’ve received additional items that you didn’t order, these are most commonly gifts that have snuck into your box. Feel free to reach out about them, but don’t feel like you have to.

Damaged items

If your item is damaged, I’m 100% happy to assist! To speed up the process, please send me the following:

  1. At least one photo of each damaged item.

  2. A photo of the exterior mailer packaging

  3. A photo of the interior mailer packaging
     

Make sure your photos clearly showcase what you want to show me. Feel free to draw circles or arrows to indicate. If I can’t tell the damage from the photos, I will ask for new ones.

Send your photos to acepopstore@gmail.com and include:

  • Your name, order number or email used when placing your order

  • A quick description of the issue
     

If I can tell the issue has been caused by the postal system, I will submit an insurance claim and offer you replacements. If it’s an easily fixable issue (i.e. bent pin backs) I may offer you instructions on how to fix it yourself, but you will still be entitled to replacements should you want them

Undelivered

If your tracking number states that your box has been delivered, but it hasn’t, here’s what I recommend:

  1. Call your local post office and check if there’s been a mix-up

  2. Wait 1-2 days (sometimes packages are labeled prematurely)

  3. Check with your neighbours to see if it’s been accidentally delivered to them

  4. If you have security cameras on your property, check them
     

If none of these work, we will need to file a missing package claim with Royal Mail. Please contact me if you wish to do this (it’s a bit of a joint effort).

Royal Mail takes absolute ages to compensate a claim, so what I tend to do is evaluate missing packages on a case by case basis. If I think it’s likely they will reimburse your missing package, I will send you replacements early instead of making you wait. But if the case isn’t clear, I may ask you to wait for the outcome of their investigation.

Customs, clearance and import fees

Some countries charge you sales tax and duty when you import items from abroad. Some countries also add a “handling” fee to this sum, along with other fees. These fees are your responsibility to pay. They’re not included in your shipping costs.

My store does not charge these fees upfront.

You can read more about import fees that apply to you on your local customs website (or alternatively, call them).

My Rights

As a fellow human being and not a faceless corporation I have my own personal rights.

I reserve the right to refuse service to any customer who exhibits harmful, rude, or manipulative behaviour over e-mail, messaging, or otherwise. In this event, any outstanding orders associated with this customer will be cancelled and the customer will be banned from purchasing from my store again.

I reserve the right to refuse a customer service if I believe they’re taking excessive advantage of my lenient cancellation policy (i.e. placing multiple orders and cancelling shortly after, repeatedly). When you cancel an order, it costs me both time and money to process this request. Therefore, if a customer does this frequently, I reserve the right to ban them from the store.

Phone

07810640082

Email

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