We respect your privacy and we don't sell it, loan it or barter with it. We keep it safe and secure and respect your love of privacy. We hate spam too!
When you place an order we retain your name and address so you can re-order with us without having to enter it all over again (hint hint!) - hopefully making life a lot easier.
We also keep your email address. If you have signed up to get our newsletters we may occasionally send you some news about special offers or new products. Sometimes we work with other designers and artists and if we love their work we may let you know about this too. If at any time you no longer want to receive our emails you can always opt out of them or email us and we'll take you off the list.
At any point you can log into your account and remove the info we have about you, change your address and contact info and add or remove yourself from the newsletter. If you find this tricky, don't worry, we will do it for you on request. Just call us or email [email protected]
We run on a secure server that's maintained by a very reputable company called Shopify. In addition to the normal safeguards they offer we also have a top notch firewall on the server with very restricted access. Only one person in the company is able to access this data and each time this is done we log the access time, date and information that is viewed. We do not hold any information about your credit or debit cards. So your details are safe with us.
Should you find that any information we hold is not correct, please log into your account and change it yourself or contact us and we'll do it for you.
We respect your right to privacy, please feel free to get in contact with us if you have any concerns. Letterfest Ltd respects the intellectual property of others, and we ask our users to do the same.
Thanks for reading,
The Letterfest team.
Personal information we collect
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 collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the 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, visit http://www.allaboutcookies.org.
- “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 card numbers), email address, and phone number. We refer to this information as “Order Information.”
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;
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 may also find things we think you may be interesting to you and share these email or on social networks.
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). We may use this information to deliver advertising on social networks and advertising platforms and endeavor to make these as relevant as possible.
Sharing your personal information
We share your Personal Information with limited third parties to help us use your Personal Information, as described above. For example, 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 also 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: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also 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.
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 more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by:
FACEBOOK - https://www.facebook.com/settings/?tab=ads
GOOGLE - https://www.google.com/settings/ads/anonymous
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
Do not track
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
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.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
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 at [email protected] or by mail using the details provided below:
Where used in these terms and conditions the following words and phrases have the following meanings:
- "Conditions" means these terms and conditions;
- "Contract" means any contract created as referred to in clause 2.1.4 of these Conditions;
- "Cookies" means small text files which our Website places on your computer's hard drive to store information about your shopping session and to identify your computer;
- "Product" means a product displayed for sale on the Website;
- "Product Description" means that part of the Website where certain details, description and specification in respect of the relevant individual Product are provided;
- "Personal Information" means the details provided by you on registration;
- "UK" means England, Wales, Scotland, Northern Ireland and the Channel Islands;
- "Users" means the users of the Website collectively;
- "we/us/our" means Letterfest Ltd (registered in England and Wales with company number 07669886); and
- "Website" means the website located at www.letterfest.co.uk or any subsequent URL which may replace it.
These Conditions apply to any order you place with us through the Website. You must read these Conditions carefully. By placing an order for one or more Products through the Website, you confirm that you have read, understood and agree to the Conditions in their entirety. If you do not agree to these Conditions in their entirety, you must not order any Product through the Website.
2. Acceptance of your order
2.1 The following conditions need to be met in full before a binding contract is created between you and us:
2.1.1 You place an order for one or more Product(s) on the Website by completing the check-out process; you will be guided through the order process by following a series of simple online instructions. Please note that completion of the online check-out process does not constitute our acceptance of your order. Our acceptance of your order will take place only when we despatch the Product(s) that you ordered from us;
2.1.3 All credit/debit card payments are subject to authorisation by your card issuer and we take payment when we accept your order and before we despatch the Product(s) that you have ordered. The Merchant ID/payment reference that will show up on your credit card/bank statement in respect of the transaction will be either 'Payment Gateway Name / Santander / Paypal ' or "Letterfest".
If your payment is not received and you have already received the Product(s) you ordered from us, you must pay for the Product(s) or return those Product(s) to us in accordance with our as set out in clause 5 of these Conditions and any other instructions that we provide to you in respect of any such return.
Any Product(s) returned by you to us must be returned in the same condition that you received them from us and at your own expense. If you do not do return Product(s) to us when required to do so pursuant to this clause 2.1.3 within 14 (fourteen) days of the date on which we cancel your order, we may collect or arrange for collection of the Product(s) at your expense. We reserve the right to charge you for any and all damage to (or other adverse interference with) any Product(s) that are the subject of an unpaid order;
2.1.4 We will notify you by email as soon as possible to confirm that we have received your order and we will send you an order acknowledgment via email detailing the Product(s) which you have ordered. It is your sole responsibility to check the order acknowledgement details and advise us of any errors or omissions as soon as possible and in any event within 2 (two) days of receipt of the order acknowledgement. Such order acknowledgement does not constitute an order confirmation or order acceptance by us;
2.1.5 When the Product(s) you have ordered are shipped by us we will send you a despatch confirmation email; and
2.1.6 Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Product(s) ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in Cancellations.
2.2 All Product(s) that you order through the Website will remain the property of Letterfest Ltd until we have received payment in full from you for those Product(s).
2.3 If we cannot supply you with the Product(s) you ordered, we will:
2.3.1 inform you of this in writing by email; and,
2.3.2 if you have already paid for the Product(s), subject always to clauses 3 and 5 of these Conditions, refund you in full as soon as reasonably possible and in any event within 30 (thirty) days.
Non-acceptance of your order may be for any one or more of the following reasons:
(a) the Product(s) no longer being available; or
(b) the exact detail(s) of your map location(s) not available; or
(c) the identification of a pricing or other error in the order; or
(c) your payment in respect of the order is not authorised by your card issuer.
2.4 We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.
3. Cancellation of bespoke product(s)
In accordance to the Distance Selling and Online Trading Regulations Letterfest product(s), which have been made to the customers’ specifications, are exempt from standard cancellation rights.
By the very individual nature of personalised products hand-made to order, they cannot be re-sold and therefore we cannot accept returns if you have a change of mind.
Cancellations are offered subject to the discretion of Letterfest Ltd. Please contact us to discuss if you wish to cancel an order on 01271 861825
4.1 The delivery period stated within which you will receive your order is approximate.
4.2 Goods will be sent to the address given by you in your order.
4.3 If your delivery address is outside of the UK, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Please note, customs policies vary widely from country to country. We recommend you contact your local customs office for further information.
4.4 Please note international shipments may be subject to cross-border inspections by customs authorities.
4.3 Any order for Product(s) with a delivery address within the UK will be despatched via Royal Mail first class post or DPD.
4.4 Any order for Product(s) with a delivery address outside the UK will be despatched either by Royal Mail Airsure or Royal Mail International Signed For or via DPD depending on the destination.
4.5 All risk in the Product(s) you order (including risk of loss and/or damage to the Product(s)) shall pass to you when they are delivered to the delivery address specified in your order.
4.6 We shall be under no liability for any delay or failure to deliver Product(s) if the delay or failure is wholly or partly caused by circumstances beyond our control.
4.7 In the UK, delivery charge refunds can only be made in accordance with your legal rights under the Consumer Protection (Distance Selling) Regulations 2000 (as amended from time to time) and other applicable legislation.
5. Delivery and returns
5.1 We offer a returns service for damaged or faulty Product(s) provided that such return is notified to us no longer than 7 (seven) working days after the day on which you have received the Product(s) to be returned and subject always to the remaining provisions of clause 5 of these Conditions.
5.2 Any Product(s) you return must be returned at your expense in the same condition that they have been received, ie. very carefully and well packaged to avoid any damage in the postal system.
5.3 Should you wish to return a Product pursuant to the provisions of clause 3 or clause 5.1 of these Conditions please send an email to [email protected] clearly detailing the following information;
5.3.1 original order reference number;
5.3.2 your name;
5.3.3 your daytime contact number;
5.3.4 the Product(s) you are returning; and
5.3.5 the reason you wish to return the Product(s).
We will then subject to compliance with the provisions of clause 3 and clause 5.2, raise a "Returns Authorisation" and email it to you. This email will clearly detail the address to return the items to. Please allow 2 (two) working days from receipt of your email to receiving a response.
5.7 Refunds can only be made to the original card of purchase. We will aim to process refunds as soon as reasonably practicable and in any event within 30 (thirty) days of receipt of the Product(s) returned in compliance with the provision of this clause 5 of these Conditions.
Product prices are correct at the time of publishing and include VAT. It may be necessary to change Product prices from time to time, including pursuant to any changes in the rate of VAT. Any Product price changes will be confirmed to you in the relevant order acknowledgement.
7. Product and description and availability
7.1 Each Product purchased is sold subject to its Product Description.
7.2 We take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a Product until your order is accepted in accordance with our order acceptance policy set out in clause 2.1 of these Conditions.
7.3 All reasonable efforts have been made to portray Product(s) on the Website accurately, but due to the bespoke nature of our Product(s), variations will occur. All measurements are approximate and colour representation and reproduction are dependent upon publishing processes and the set up of the device from which you are viewing the Website.
7.4 All Product(s) featured on the Website are subject to availability. We will inform you as soon as practicable if Product(s) that you have ordered are not available.
8. Intellectual property
8.1 All copyright, design rights and intellectual property rights existing in our designs and products and in the images, text and design of our website / marketing material are and will remain the property of Letterfest ltd. We will treat any nfringement of these rights seriously.
9. Limitation of liability
9.1 While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.
9.2 We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the Website or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website. Whilst all reasonable efforts are made to ensure that the Website is free from viruses and defects, this cannot be guaranteed. We shall not be liable to you or any other person for loss or damage which may arise or occur to computer and electronic equipment as a result of using this Website.
9.3 To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your cancellation rights as set out in clause 3 of these Conditions.
9.4 We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with these Conditions for:
9.4.1 any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
9.4.2 any loss of goodwill or reputation; or
9.4.3 any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under these Conditions.
9.5 Our total liability for any claim howsoever arising under any Contract or these Conditions shall not in any circumstances exceed the purchase price of those Product(s) supplied to you pursuant to the relevant Contract. We do not accept any liability for a failure to comply with instructions specifically stated on the Website. Your statutory rights are not affected by this statement. We endeavour to check the accuracy of the information on this Website. However, we cannot guarantee such information will be error-free and you acknowledge that information published on this Website may include inaccuracies and typological errors.
9.6 Nothing in the Conditions shall exclude or limit our liability for fraud, death or personal injury resulting from our negligence or that of our servants, agents or employees.
10. Enquiries and customer service
10.1 These Conditions control and protect the use of the Website and apply to all orders placed by you with us via the Website.
10.2 If you have any queries about these Conditions or any order or Contract, please email [email protected] or telephone on 01271 861825.
11.1 The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.
11.2 The Website is owned, controlled or licensed by us. You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.
11.3 You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a purchase of Products from the Website) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.
11.4 We reserve the right to:
11.4.1 modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
11.4.2 change these Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether these Conditions have been changed. If you do not agree to any change to these Conditions then you must immediately stop using the Website.
11.5 If you access the Website from outside the UK you are responsible for compliance will all local laws in respect of such access/use.
11.6 You warrant to us that:
11.6.1 the Personal Information which you provide to us when placing your order or when you subscribe for our newsletter is true, accurate, current and complete in all respects; and
11.6.2 you will notify us immediately of any changes to the Personal Information by contacting us by email at [email protected] or by telephone on 01271 861825.
11.7 You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
11.8 You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of these Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your Personal Information.
11.9 To provide increased value to our Users, we may provide links to other websites or resources for you to access at your sole discretion. As you have chosen to enter the linked website, you acknowledge and agree that, we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.
12.1 We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place.
12.2 When you shop on this Website, we will ask you to input and will collect Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, Product selections and credit card or other payment information. We may also collect, and our third party providers of advertisements and content may collect, information about where you are on the internet (eg the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our Website ("User Information"). We may collect this information even if you do not purchase any Product via the Website.
12.3 You should be aware that the Website is monitored and may capture information about your visit that will help us improve the quality of our service.
12.4 We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information only for the following purposes:
12.4.1 processing your orders;
12.4.2 for statistical or survey purposes to improve this Website and its services to you;
12.4.3 to serve website content and advertisements to you;
12.4.4 to administer the Website; and
12.4.5 if you consent, to notify you of products or special offers that may be of interest to you.
12.5 You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003.
12.6 Via the Website you will be given the option to register to receive information from us by post, e-mail or telephone, about products, promotions or special offers which we feel may be of interest to you. You may unsubscribe from our contact list at any time by clicking on the ‘unsubscribe me’ facility at the bottom of any marketing emails or by e-mailing us [email protected] or calling us on 01271 861825.
12.7 In order to serve you most efficiently, Paypal or Stripe handle our credit/debit card transactions. They receive the information needed to verify and authorise your payment card and to process your order. All such organisations are under strict obligation to keep your Personal Information private.
12.8 You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information, we are entitled do so.
12.10 We realise how important it is to securely store any information that you provide. We maintain the highest levels of security. Our Website uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and Personal Information very seriously.
12.11 You can tell whether a page is secure as 'https' will replace the 'http' at the front of the www.letterfest.co.uk in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.
12.13 Please check back frequently to see any updates or changes to our privacy and security policies.
13.1 Force Majeure: We shall have no liability to you under any Contract or under these Conditions if we are prevented from, or delayed in, performing our obligations under such Contract, these Conditions or from carrying on our business by acts, events, omissions or accidents beyond our reasonable control, including, without limitation, strikes, lock-outs or other industrial disputes (whether involving our workforce or any other party), failure of a utility service or transport network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, storm or default of suppliers or sub-contractors.
13.2 Waiver: A waiver of any right under any Contract or these Conditions is only effective if it is in writing and it applies only in the circumstances for which it is expressly given. Unless specifically provided otherwise, rights arising under the Contract or these Conditions are cumulative and do not exclude rights provided by law.
13.3 Severance: If any provision of any Contract or these Conditions is found by any court or administrative body of competent jurisdiction to be invalid, unenforceable or illegal, the other provisions shall remain in force. If any invalid, unenforceable or illegal provision would be valid, enforceable or legal if some part of it were deleted, the provision shall apply with whatever modification is necessary to give effect to our commercial intention.
13.4 Governing Law: The Contract, these Conditions and any disputes or claims arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) are governed by and construed in accordance with the law of England. You irrevocably agree that the courts of England have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with the Contract, these Conditions or their subject matter or formation (including non-contractual disputes or claims).
Letterfest.com, Vicarage Lawn, Barnstaple, Devon, EX32 7BN, United Kingdom