PRIVACY POLICY

KROME KEYCAPS LTD PRIVACY POLICY

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from our website By using our Services and / or agreeing to this Privacy Policy, you are consenting to the collection, use, disclosure and our usage of your information as described below.

SECTION 1 - PERSONAL INFORMATION WE COLLECT

We collect information about you when you use our website and Services in various ways. You provide us with information which is collected from you when you register on our site or subscribe to any of our updates.

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we may collect information about our web pages or products that you view, what websites or search terms referred you to our Site, and information about how you interact with our Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

• “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies.

• “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

• “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit/debit card numbers & paypal), email address, and phone number.  We refer to this information as “Order Information.”

 To Improve our Marketing and Customer experience - we also use the following; 

• "Google Analytics" to improve our marketing of products and services to our customers.

• "Tidio" to improve our support and customer interaction when engaging with our customers via messages and/or email    to provide a faster and more efficient overall experience when shopping with us. 

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

SECTION 2 - HOW DO WE USE YOUR PERSONAL INFORMATION

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations).  Additionally, we use this Order Information to:

• Communicate with you;

• Establish your account and provide the Services;

• For marketing purposed;

• Screen our orders for potential risk or fraud; and

• When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

SECTION 3 - SHARING PERSONAL INFORMATION

We use your personal Information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.

• We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.

• We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

• When we have your consent or where it is necessary to carry out your instructions to provide our Services;

•  As reasonably necessary to provide our Services’ features and functionality to you;

• We may share your information with third-party vendors or business partners who provide services on our behalf, which may include analytics, customer service, survey providers, payment processing, marketing, and fraud prevention. We may also permit third-party vendors to collect information on our behalf, including as necessary to operate features of our Services.

• We may also share your Personal Information to comply with applicable laws and regulations, to respond to a court order, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

SECTION 4 - THIRD PARTY LINKS AND SERVICES

Our website and / or Services may contain links to third-party websites, apps and services. Using these features may result in the collection, processing or sharing of information by the Third Parties. We are not responsible for the content, features, security or practices of any third parties. The information you choose to provide to or that is collected by these third parties is not covered by our Privacy Policy.

SECTION 5 - BEHAVIORAL ADVERTISING

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

• We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here

• We share information about your use of the Site, your purchases, and your interaction with our ads on other websites with our advertising partners. We collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).

• We use Shopify Audiences to help us show ads on other websites with our advertising partners to buyers who made purchases with other Shopify merchants and who may also be interested in what we have to offer. We also share information about your use of the Site, your purchases, and the email address associated with your purchases with Shopify Audiences, through which other Shopify merchants may make offers you may be interested in.

For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page

You can opt out of targeted advertising by visiting to the retrospective website that you're looking to opt out from. 

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal .

SECTION 6 - LAWFUL BASIS

Pursuant to the General Data Protection Regulation (“GDPR”), if you are a resident of the European Economic Area (“EEA”), we process your personal information under the following lawful bases:

• Your consent;

• The performance of the contract between you and the Site;

• Compliance with our legal obligations;

• To protect your vital interests;

• To perform a task carried out in the public interest;

• For our legitimate interests, which do not override your fundamental rights and freedoms.

SECTION 7 - AUTOMATIC DECISION MAKING

If you are a resident of the EEA, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.

We do not engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

Services that include elements of automated decision-making include:

• Temporary blacklist of IP addresses associated with repeated failed transactions. This blacklist persists for a small number of hours.

• Temporary blacklist of credit cards associated with blacklisted IP addresses. This blacklist persists for a small number of days.

SECTION 8 - RETENTION

When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.

SECTION 9 - MINORS

The Site is not intended for individuals under the age of 18. We do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address above to request deletion.

SECTION 10 - YOUR RIGHTS

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above.  Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

GDPR

If you are a resident of the EEA, you have the right to access the Personal Information we hold about you, to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information above.

Your Personal Information will be initially processed in Ireland and then will be transferred outside of Europe for storage and further processing, including to Canada and the United States. For more information on how data transfers comply with the GDPR, see Shopify’s GDPR Whitepaper: https://help.shopify.com/en/manual/your-account/privacy/GDPR.

CCPA

If you are a resident of California, you have the right to access the Personal Information we hold about you (also known as the ‘Right to Know’), to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information above.

If you would like to designate an authorized agent to submit these requests on your behalf, please contact us at the address above.

SECTION 11 - COOKIES

A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.

We use the following cookies to optimize your experience on our Site and to provide our services.

REFUND POLICY

KROME KEYCAPS LTD REFUND POLICY

We have a 14-day return policy, which means you have 14 days to notify that you would like a refund, and 30 days to send us back your items.

However, we do not accept returns on any custom design orders created through the 'Design Your Own Keycaps' section of our website along with any product that has been customized or personalized to your specific requirements.

For example;

• Any 'Additional Text' that has been added to any part of the keycap Set. 

• A keycap set that has been designed and created through the 'Design Your Own Keycaps' part of the website. 

This is due to the nature of the product becoming unsaleable to other customers once it has been customized/personalized.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at [email protected].

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at [email protected].

WARRANTY

At Krome Keycaps Ltd we offer customers a 6 month warranty on any product that has been customized or personalized. This includes any product that has had 'Additional Text' added to it, or any product that has been created through our 'Design Your Own Keycaps' part of the website. The 6 month Warranty for the above statement applies to any graphic/design that has been rubbed off or removed from the keycap due to a manufacturing issue or defect. 

To be eligible for a Warranty replacement, you must provide significant information and visible photographs that show the issue or defect. You can submit a Warranty request by emailing us at [email protected]

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, custom products (such as special orders or personalized items) Please refer to the above section of the policy to find out more information regarding returns. 

Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].

Return Address: 

Krome Keycaps Ltd
129 Cumberland Road
Bristol
BS1 6LS

Krome Keycaps Ltd

20-22 Wenlock Road, London, N1 7GU, United Kingdom

SHIPPING POLICY

ORDER PROCESSING TIMES

For 'Design Your Own Keycaps' customers - Your mock-up will be produced within 1-3 working days. Once the mock-up has been finalized, we aim to build and send out your set within 5-7 working days.

Other products are usually shipped within 1-4 business days.

RETURNS

We have a 14-day return policy, which means you have 14 days to notify that you would like a refund, and 30 days to send us back your items.

However, we do not accept returns on any custom design orders created through the 'Design Your Own Keycaps' section of our website.

Please visit our refund policy if you would like more information: [Refund Policy]

STANDARD UK SHIPPING

All orders are packaged and shipped from the UK.
Orders are usually shipped within 1-3 days or 5-7 working days (if you have 'Designed Your Own Keycaps' 
We do not ship on weekends.

INTERNATIONAL SHIPPING

Depending on where you live, shipping will take the following times:

UK (1-3 working days)

EU (5-7 working days)

International (10-14 working days)

Most of our orders are tracked so we always recommend tracking your parcel using your tracking number via the Royal Mail Website.

If you are still having issues, please contact us and we'll be happy to help. [Contact Us]

By email: Krome Keycaps Ltd

20-22 Wenlock Road, London, N1 7GU, United Kingdom