Privacy policy

This Privacy Policy describes how (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

Collecting Personal Information

When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information that can uniquely identify an individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

Device information

• Examples of Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.

• Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.

• Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels.

• Disclosure for a business purpose: shared with our processor Shopify.

Order information

• Examples of Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number.

• Purpose of collection: to provide products or services to you to fulfill our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, 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.

• Source of collection: collected from you.

• Disclosure for a business purpose: shared with our processor Shopify and also our supplier in order to fulfill your order.

Customer support information

• Examples of Personal Information collected: Name, shipping address, email address, and phone number.

• Purpose of collection: to provide customer support.

• Source of collection: collected from you.

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 below to request deletion.

Sharing Personal Information

We share your Personal Information with service providers to help us provide our services and fulfill our contracts with you, as described above. For example:

• We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information.

• 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.
  
  

Behavioural 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 can also opt-out of Google Analytics.

• 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).

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.

Using 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.

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.

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.

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

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

Your rights

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 below.

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.

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 below.

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

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.

Cookies Necessary for the Functioning of the Store

Name Function ab Used in connection with access to admin. secure_session_id Used in connection with navigation through a storefront. cart Used in connection with shopping cart. cart_sig Used in connection with checkout. cart_ts Used in connection with checkout. checkout_token Used in connection with checkout. secret Used in connection with checkout. secure_customer_sig Used in connection with customer login. storefront_digest Used in connection with customer login. shopifyu

Used to facilitate updating customer account information.

Reporting and Analytics

Name Function trackingconsent Tracking preferences. landingpage Track landing pages origreferrer Track landing pages s Shopify analytics. shopify_fs Shopify analytics. shopifys Shopify analytics. shopifysa_p Shopify analytics relating to marketing & referrals. shopifysa_t Shopify analytics relating to marketing & referrals. shopifyy Shopify analytics. _y

Shopify analytics.

The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites.

Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

Do Not Track

Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.

SMS Marketing

By entering your phone number in the checkout and initializing a purchase, subscribing via our subscription form or a keyword, you agree that we may send you text notifications (for your order, including abandoned cart reminders) and text marketing offers. Text marketing messages will not exceed 10 a month. You acknowledge that consent is not a condition for any purchase.

If you wish to unsubscribe from receiving text marketing messages and notifications reply with STOP to any mobile message sent from us or use the unsubscribe link we provided you within any of our messages. You understand and agree that alternative methods of opting out, such as using alternative words or requests will not be accounted as a reasonable means of opting out. Message and data rates may apply.
For any questions please text HELP to the number you received the messages from. You can also contact us for more information. If you wish to opt out please follow the procedures above.”
The website uses cookies to help keep track of items you put into your shopping cart including when you have abandoned your cart and this information is used to determine when to send cart reminder messages via SMS. The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Changes

We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

Contact

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail or by mail using the details provided below:

Turned Art, 3 Dene Road, Southampton SO40 7BL, United Kingdom

Last updated: 4th January 2024.

If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority. 

Refund policy

We offer a Full Money Back Satisfaction Guarantee up until the point your order artwork is approved to be printed.

After this point, for personalised products, due to the nature of the products and the personalisation involved, returns are not accepted, however we are 100% committed to both our product and our customers.

If your order has arrived damaged then please send photos of the damage to [email protected] including also a photo of the front of the external packaging. In this case we will offer a replacement.

Should you be unhappy with your order in any way upon receipt, please contact us within 7 days, including a photo of your print and the nature of the issue and our team will respond as soon as possible and work through a solution.

If we find a refund is requested under the money back guarantee then we aim to process those within 72 hours, however the funds may takes up to 5 days to appear back in your account.

For non-personalised products, returns are accepted if the product is in an unused state, but must be notified to us within 14 days of receipt. We will then provide a returns address and it is the customer's responsibility to return the product at their own cost, this must be received within 14 days. Once the product is received and has been confirmed as in a re-saleable state then a refund will be processed within 72 hours. Any international returns must have customs paperwork declaring them as a Return, any customs costs will be deducted from refunds.

Refund policy

We offer a Full Money Back Satisfaction Guarantee up until the point your order artwork is approved to be printed.

After this point, for personalised products, due to the nature of the products and the personalisation involved, returns are not accepted, however we are 100% committed to both our product and our customers.

If your order has arrived damaged then please send photos of the damage including also a photo of the front of the external packaging. In this case we will offer a replacement.

Should you be unhappy with your order in any way upon receipt, please contact us within 7 days, including a photo of your print and the nature of the issue and our team will respond as soon as possible and work through a solution.

If we find a refund is requested under the money back guarantee then we aim to process those within 72 hours, however the funds may takes up to 5 days to appear back in your account.

For non-personalised products, returns are accepted if the product is in an unused state, but must be notified to us within 14 days of receipt. We will then provide a returns address and it is the customer's responsibility to return the product at their own cost, this must be received within 14 days. Once the product is received and has been confirmed as in a re-saleable state then a refund will be processed within 72 hours. Any international returns must have customs paperwork declaring them as a Return, any customs costs will be deducted from refunds.

Shipping Information

Free Shipping!

We are delighted to offer free* shipping at Turned Art. Using print labs in multiple locations across the UK, USA, Europe & Australia we get your order to you as fast and efficiently as possible.

Personalised Watercolour Portraits

How Soon Will I Receive My Order?

Since each order is 100% personalised, the total delivery time is made up of the following steps:

Artwork Creation: 2 to 4 Days (Jump-the-Queue Option Available)
Printing & Processing: 2 to 4 Days
Delivery Time: 1 to 5 Days (Depending On Shipping Method & Country) 

Artwork Creation

We aim to send your digital artwork file within 2 to 4 days after placing your order, however this may vary during holidays or busy periods. We also offer an option to 'jump the queue' and receive your proof within 2 days during the checkout - these orders will be prioritised ahead of others.

We send all proofs to the email address used during checkout so be sure to keep an eye on your emails to make sure you don’t miss it when it arrives.

Please Note: If we do not hear from you within 5 days after sending your proof, we will automatically approve and send for printing on your behalf.

Printing & Production

Once approved your order will be assigned to one of our printing partners closest to your shipping address.

Orders are then printed and dispatched typically within 2-4 working days depending on your location, however these times may increase during busy periods.

Total Shipping Times

Below are estimates for total shipping time (including printing and production) for your country, once you've approved your preview:

UK & Europe:

Free Standard Shipping

Priority Processing & Express Shipping

Prints & Framed Prints

3 - 6 Days 2 - 5 Days

Canvas

4 - 7 Days 2 - 5 Days

USA & Australia:

Free Standard Shipping Prints 4 - 8 Days  Framed Prints 4 - 8 Days Canvas 4 - 10 Days

Rest Of The World*:

Standard Shipping Prints

4 - 8 Days Framed Prints 7 - 9 Days  Canvas

8 - 10 Days

Excludes weekends and public holidays. The estimated delivery times are estimates based on recent deliveries and shall not be seen as a guaranteed delivery timeframe.

Need Your Order Faster?

If you need your order fast, we recommend adding our "jump the queue" option to receive your proof within 2 days and also selecting Express shipping at the checkout if applicable in your country.

The faster you approve the work from your designer, the quicker your order can be sent for printing so we recommend checking your email (including spam/junk folder) regularly for your digital proof images too.

Illuminated Artwork

All illuminated artwork products ship from the UK about 4 working days after the artwork proof image has been approved. Shipping takes 1-5 days typically depending upon your location.

General Information

Customs Duties, Fees and Taxes

For certain countries where international shipment is necessary then customs duties, fees and taxes may be charged. These charges will be the responsibility of the customer to pay.

*Rest of the World Shipping

Free shipping applies to smaller sized prints only. Framed prints and canvas will incur shipping costs at checkout, larger sizes may be excluded. We do not ship to all countries, if your country is not available to select at checkout then unfortunately we are not able to send products to that market.

Returned and Incorrectly Addressed Orders

In the event that the shipping address provided is wrong or incomplete resulting in the shipment being returned to sender, then we reserve the right to charge a re-shipping fee depending upon parcel size.

Lost Shipments

In the event that the parcel appears to be lost please contact us immediately and within 7 days. If it is confirmed as lost then a replacement product will be made. Refunds are not offered in this case.