Store Policy
Customer Care
We really care about your order and want to make sure its the best it can be. If you are unhappy with your order please don't hesitate to get in contact with us at hello@lockanddale.co.uk and we will strive to put it right.
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If you wish to cancel your order please email us at the earliest possible moment. For Illustrated orders which have already been started, as these are bespoke and drawn to order, we will need to charge a fee of £10 to cover the work that has already been done - this will be dedicated from your refund.
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If your order arrives damaged, please let us know and we will send a new print as soon as possible. For refunds for damaged items, will require photographic evidence of the damage before the refund is processed.
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We reserve the right to deny a refund for bespoke, finished orders if we feel that the order is of the best quality and is not faulty or damaged, in line with the government's policy for refunds and online sales.
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We print the information on our bespoke products as supplied by you, the customer, and cannot be held accountable for typing errors or spelling mistakes. In these instances, we can issue a new print with the corrected information, at a reduced cost. If we feel there is an error we will try our best to contact you before the order is printed, however please be aware that this is not possible during our busier times.
Privacy & Safety
At Lock and Dale we respect your privacy and won’t ever loan or sell it.
Your information is kept safe and is only used by us when needed.
When you place an order we will retain your name and address so you can re-order with us with ease.
For our bespoke illustrations we do require a photograph to work from - these are only stored with us for as long as we need them, and once the order has been received by the customer, will be permanently deleted. We will never, ever share your photographs with anyone and will only post product examples which are based on your photographs with your consent.
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. If at any time you no longer wish to receive our emails you can always opt out of them or email us at hello@lockanddale 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 mailing list.
We run on a secure server that's maintained by a very reputable company called Wix. We do not have access to or hold any information about your credit or debit cards.
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.
Wholesale Enquiries
If you would like to work with us on a wholesale basis, or are interested in a large order, please contact us at hello@lockanddale.co.uk and we'll be happy to discuss this with you.
Payment Methods
- Credit / Debit Cards
- PayPal​
Q & As
What type of information do you collect?
We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page.
How do you collect information?
When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.
Why do you collect such personal information?
We collect such Non-personal and Personal Information for the following purposes:
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To provide and operate the Services;
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To provide our Users with ongoing customer assistance and technical support;
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To be able to contact our Visitors and Users with general or personalised service-related notices and promotional messages;
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To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
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To comply with any applicable laws and regulations.
How do you store, use, share and disclose your site visitors' personal information?
Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
How do you communicate with your site visitors?
We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.
How can your site visitors withdraw their consent?
If you don’t want us to process your data anymore, please send us an email to: hello@lockanddale.co.uk
Privacy policy updates
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
Questions and your contact information
If you would like to: access, correct, amend or delete any personal information we have about you, you can do so by logging into your account and amending/deleting your information, or please email us at hello@lockanddale.co.uk