Policies
This page sets out the key shipping, returns, privacy and purchase terms for orders placed on Vismaad Creatives.
Shipping Policy
UK delivery
The United Kingdom is our standard delivery area. UK delivery charges, and the order value that qualifies for free UK delivery, are shown in full at checkout before you pay.
Most orders are dispatched within 1 to 3 business days. During peak periods, launches, or personalised-order windows, dispatch may take longer.
Estimated delivery windows shown at checkout are indicative and not guaranteed delivery deadlines.
Once an order has shipped, we will send confirmation to the email address used at checkout.
Collecting in person
Where we can hand an order over ourselves — at an event, at a stall, or by arrangement — you can choose “Collect in person” at checkout and pay no delivery charge. Contact us to arrange the collection location and time. Made-to-order items are printed and posted by our production partner and never pass through our hands, so this option does not appear on orders containing them.
International delivery
We can send orders outside the United Kingdom by arrangement. Checkout will accept a delivery address in another country, but the delivery charge shown at checkout is the UK rate and does not cover international postage.
If you place an order with a delivery address outside the UK, we will email you the actual cost of sending it to that address. Nothing is dispatched until you have seen that cost and agreed to it. If you would rather not go ahead once you know it, tell us and we will refund your order in full — you are never obliged to pay the difference, and we will not send the order until you have chosen to.
International delivery times are indicative only and depend on the carrier and on handling in the destination country.
Any import duty, customs charge, handling fee, or local sales tax raised by the destination country is payable by the recipient. It is not included in anything you pay us, and we cannot tell you in advance what it will come to.
There are destinations we cannot ship to, and individual items that cannot be sent to particular countries. Where that applies to your order we will say so when we reply, and refund you in full.
If something goes wrong
If a parcel appears delayed, missing, or damaged in transit, contact support with your order number and delivery postcode so we can investigate promptly.
Returns Policy
We do not offer goodwill or discretionary refunds for change of mind.
Where cancellation or refund rights apply under UK consumer law, those statutory rights continue to apply.
Most personalised, made-to-order, and custom items are non-cancellable and non-refundable unless faulty, damaged, or not as described.
This includes any product where you add personalised text (for example, a name or custom message) during checkout: because it is made specifically for you, it cannot be returned or exchanged for change of mind.
For eligible non-personalised items only, you may notify us within 14 days of delivery and return the item within 14 days after notifying us.
Returned items must be unused, unwashed, in original condition, and include original packaging where reasonably possible.
Unless the item is faulty or not as described, return shipping and safe return transit remain the customer’s responsibility.
All returns are inspected on receipt before approval of any replacement or refund required by law.
To request support, message us on WhatsApp with your order number, item details, and clear photos (where relevant).
Privacy Policy
We collect only the personal data needed to operate the store and support customers, including contact, order, and delivery information provided at checkout.
Payment details are processed by secure third-party providers and are not stored directly on this website.
We use service providers for core business operations such as payment processing, order delivery, transaction emails, and newsletter management.
Where appropriate, we retain order and transaction records for accounting, fraud prevention, and legal compliance.
You may request access, correction, or deletion of your personal data by contacting support from the same email used on your order.
If you don’t finish checkout
If you enter your email address at checkout but don’t complete your order, we save what was in your basket and send you one email with a link to pick it back up. No payment is taken, and we don’t send a second reminder.
The saved basket is kept for 7 days and then deleted automatically. The link is the only way to reach it, so treat it as private — anyone you forward it to can see and use that basket. If you place the order another way in the meantime, or you have unsubscribed from our emails, the reminder is not sent. Every one of these emails carries an unsubscribe link.
We also keep a short record of each unfinished checkout — your email address, how many items were in the basket, and whether the reminder was sent or deliberately withheld — so we can tell that our own emails are working. It is used only for that, is never used to contact you, and is deleted automatically after 30 days.
How we measure use of this website
We measure how this website is used so we can see which products and pages people are interested in. This is done with our own software on our own servers. We do not use Google Analytics, we do not use advertising or tracking pixels, and we do not share this information with any advertising network.
When you load a page, and when you take a small number of specific actions (viewing a product, adding an item to your bag, searching, or starting checkout), we record: the address of the page, the product or search term concerned, the country and, where our hosting provider can determine it, the town or city your request came from, the website that linked you to us, any campaign tag in the link you followed, your browser’s user-agent string, your IP address, and the date and time.
Location is supplied by our hosting provider, Cloudflare, based on the network your request arrives on. We do not use an IP-lookup or location service, and we do not collect your precise location or GPS data.
Where another website linked you to us, we keep only that site’s address (for example, “google.co.uk”) and never the full link, which could otherwise reveal what you searched for.
We do not use tracking cookies, and measurement stores nothing on your device to identify you. Instead, so that repeat page loads from the same browser can be recognised within a single visit, our server calculates a one-way code from your IP address and browser type combined with a secret that we regenerate every day and then discard. The code cannot be turned back into your IP address, it is not linked to your name, email address, or order, and because yesterday’s secret no longer exists, yesterday’s records cannot be connected to today’s. A visit is treated as having ended after 30 minutes without activity.
If you would rather not be counted at all, visit any page of this site with ?analytics=off added to the address. Your browser will be left out of our measurement from then on. This does save a small marker on your device, because it is the only way for the setting to outlive the page you set it on; it records only that you asked not to be counted, and nothing else. Adding ?analytics=on reverses it, and clearing your browser storage for this site removes it.
We do not use any of this to build advertising profiles, and we do not sell it or pass it to advertisers.
We keep these records for 14 months, after which they are deleted automatically.
Information stored on your device
This website stores only what it needs in order to work: the contents of your basket, any discount code you have applied, whether you have already seen the checkout notice and the one-question survey on the order confirmation page, whether you have asked not to be counted in our measurement, and a cached copy of some site files so that pages load quickly and continue to work if you lose connection. None of it is used for advertising or for tracking you across other websites.
You can clear all of this at any time using your browser’s settings for this site. Clearing it will also empty your basket.
The question on our order confirmation page
After a purchase we ask, once, how you first heard about us. Answering is entirely optional. We record only the option you choose — for example “Instagram” or “a stall or event” — so that we know where to concentrate our efforts. It is not stored against your name, your email address, or your order.
Terms
By placing an order on this website, you agree to these policies and all applicable laws and regulations.
Product images are provided for illustration. Colours and finishes may vary based on screen settings and production materials.
Product availability, pricing, offers, and dispatch timelines may change at any time before an order is accepted.
We reserve the right to refuse, limit, or cancel orders where required for stock, pricing, fraud-prevention, legal, or operational reasons.
Any request to amend or cancel an order is not guaranteed once payment is complete, especially for personalised or production-started items.
To the maximum extent permitted by law, our total liability for any accepted claim is limited to the amount paid for the affected order.
Nothing in these terms excludes or limits any rights or liabilities that cannot be excluded by law.
These terms are governed by the laws of England and Wales.
Support enquiries: WhatsApp.