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- Customer Care & Privacy | Heartstrings
Customer Care & Privacy CUSTOMER CARE Our customers are at the heart of everything we do at Heartstrings In Colours. We strive to do our best in answering any questions with regard to our products. Your feedback is important to us in improving our service. Feel free to reach out to us by dropping us an email, or a direct message on Instagram or Facebook: email@example.com instagram.com/heartstringsincolours facebook.com/heartstringsincolours By submitting your personal information through our website, you allow Heartstrings In Colours to use the personal data for the processing of your purchase, and to receive marketing and advertising content. Should there be any clarifications required with regard to your orders, Heartstrings In Colours may attempt to reach out to you to ensure that all information and requests are clearly defined. We accept payments via PayNow for Singapore residents. Please note that all manual payments have to be made within 24 hours, following which the order will be cancelled. PRIVACY & SAFETY This Data Protection Notice (“Notice”) sets out the basis which Heartstrings In Colours (“we”, “us”, or “our”) may collect, use, disclose or otherwise process personal data of our customers in accordance with the Personal Data Protection Act (“PDPA”). This Notice applies to personal data in our possession or under our control, including personal data in the possession of organisations which we have engaged to collect, use, disclose or process personal data for our purposes. PERSONAL DATA As used in this Notice: “customer” means an individual who (a) has contacted us through any means to find out more about any goods or services we provide, or (b) may, or has, entered into a contract with us for the supply of any goods or services by us; and “personal data” means data, whether true or not, about a customer who can be identified: (a) from that data; or (b) from that data and other information to which we have or are likely to have access. Depending on the nature of your interaction with us, some examples of personal data which we may collect from you include name, residential address, email address, telephone number and financial information. Other terms used in this Notice shall have the meanings given to them in the PDPA (where the context so permits). COLLECTION, USE AND DISCLOSURE OF PERSONAL DATA We generally do not collect your personal data unless (a) it is provided to us voluntarily by you directly or via a third party who has been duly authorised by you to disclose your personal data to us (your “authorised representative”) after (i) you (or your authorised representative) have been notified of the purposes for which the data is collected, and (ii) you (or your authorised representative) have provided written consent to the collection and usage of your personal data for those purposes, or (b) collection and use of personal data without consent is permitted or required by the PDPA or other laws. We shall seek your consent before collecting any additional personal data and before using your personal data for a purpose which has not been notified to you (except where permitted or authorised by law). We may collect and use your personal data for any or all of the following purposes: performing obligations in the course of or in connection with our provision of the goods and/or services requested by you; verifying your identity; responding to, handling, and processing queries, requests, applications, complaints, and feedback from you; managing your relationship with us; processing payment or credit transactions; complying with any applicable laws, regulations, codes of practice, guidelines, or rules, or to assist in law enforcement and investigations conducted by any governmental and/or regulatory authority; any other purposes for which you have provided the information; transmitting to any unaffiliated third parties including our third party service providers and agents, and relevant governmental and/or regulatory authorities, whether in Singapore or abroad, for the aforementioned purposes; and any other incidental business purposes related to or in connection with the above. We may disclose your personal data: where such disclosure is required for performing obligations in the course of or in connection with our provision of the goods and services requested by you; or to third party service providers, agents and other organisations we have engaged to perform any of the functions with reference to the above mentioned purposes. The purposes listed in the above clauses may continue to apply even in situations where your relationship with us (for example, pursuant to a contract) has been terminated or altered in any way, for a reasonable period thereafter (including, where applicable, a period to enable us to enforce our rights under a contract with you). WITHDRAWING YOUR CONSENT The consent that you provide for the collection, use and disclosure of your personal data will remain valid until such time it is being withdrawn by you in writing. You may withdraw consent and request us to stop collecting, using and/or disclosing your personal data for any or all of the purposes listed above by submitting your request in writing or via email to our Data Protection Officer at the contact details provided below. Upon receipt of your written request to withdraw your consent, we may require reasonable time (depending on the complexity of the request and its impact on our relationship with you) for your request to be processed and for us to notify you of the consequences of us acceding to the same, including any legal consequences which may affect your rights and liabilities to us. In general, we shall seek to process your request within five (5) business days of receiving it. Whilst we respect your decision to withdraw your consent, please note that depending on the nature and scope of your request, we may not be in a position to continue providing our goods or services to you and we shall, in such circumstances, notify you before completing the processing of your request. Should you decide to cancel your withdrawal of consent, please inform us in writing in the manner described in clause 8 above. Please note that withdrawing consent does not affect our right to continue to collect, use and disclose personal data where such collection, use and disclose without consent is permitted or required under applicable laws. ACCESS TO AND CORRECTION OF PERSONAL DATA If you wish to make (a) an access request for access to a copy of the personal data which we hold about you or information about the ways in which we use or disclose your personal data, or (b) a correction request to correct or update any of your personal data which we hold about you, you may submit your request in writing or via email to our Data Protection Officer at the contact details provided below. Please note that a reasonable fee may be charged for an access request. If so, we will inform you of the fee before processing your request. We will respond to your request as soon as reasonably possible. In general, our response will be within five (5) business days. Should we not be able to respond to your request within thirty (30) days after receiving your request, we will inform you in writing within thirty (30) days of the time by which we will be able to respond to your request. If we are unable to provide you with any personal data or to make a correction requested by you, we shall generally inform you of the reasons why we are unable to do so (except where we are not required to do so under the PDPA). PROTECTION OF PERSONAL DATA To safeguard your personal data from unauthorised access, collection, use, disclosure, copying, modification, disposal or similar risks, we have introduced appropriate administrative, physical and technical measures. You should be aware, however, that no method of transmission over the Internet or method of electronic storage is completely secure. While security cannot be guaranteed, we strive to protect the security of your information and are constantly reviewing and enhancing our information security measures. ACCURACY OF PERSONAL DATA We generally rely on personal data provided by you (or your authorised representative). In order to ensure that your personal data is current, complete and accurate, please update us if there are changes to your personal data by informing our Data Protection Officer in writing or via email at the contact details provided below. ENQUIRIES OR FEEDBACK You may contact us if you have any enquiries or feedback on our personal data protection policies and procedures, or if you wish to make any request, in the following manner: Email Address : firstname.lastname@example.org EFFECT OF NOTICE This Notice applies in conjunction with any other notices, contractual clauses and consent clauses that apply in relation to the collection, use and disclosure of your personal data by us. CHANGES TO NOTICES We may revise the above Notices from time to time without any prior notice. You may determine if any such revision has taken place by referring to the date on which this Notice was last updated. Your continued use of our services constitutes your acknowledgement and acceptance of such changes. Effective date : 01/11/2021 Last updated : 01/11/2021
- Shipping & Returns | Heartstrings
Shipping & Returns SHIPPING POLICY READY-STOCK AND CUSTOM ORDERS Ready-stock orders will be processed within 3-5 working days (excluding weekends and public holidays) from the time we receive your payment. Depending on the complexity of a custom artwork, the lead time ranges from 5 working days to 3 weeks. The timeline will be communicated directly with customers. Please allow an additional 2-4 working days for normal mail and courier services. Any specific launch timelines during festive sales, delays or scheduled long breaks will be communicated either through social media or directly to buyers. Expedite fees will apply for any urgent orders. Please email email@example.com should you need urgent orders and we will review the request. DELIVERY WITHIN SINGAPORE Do ensure that the address provided is accurate. Incorrect/incomplete addresses may result in lost or delayed mail or delivery, Re-delivery of packages is applicable for courier service only, and will be subject to additional courier charges which will be borne by the customer. A standard rate of $2 will apply for normal mail per address. This applies for orders with a maximum of 4 prints only. Please note that normal mail is not trackable. A standard rate of $5 will apply for courier services per address. This is compulsory for all framed orders with gift box, or orders above 4 prints. Free courier shipping is available for orders above $80. Please note that Heartstrings In Colours will not be held liable for any delays or lost of parcels should customers provide incorrect or incomplete addresses, or select non-trackable normal mail shipping option. Delivery is unavailable to P.O Box areas, hotels and restricted areas e.g. Changi Airport, Cargo Complex, Alps Avenue, PSA Terminal, Army Camps (CMPB, Gombak Base, Airbase, Naval Base, Police HQ, Prison Complex, Police Coast Guard Base, Woodlands & Tuas Checkpoints, Jurong Island) and island areas e.g. Pulau Ubin, Pulau Tekong, Southern Island and Lazarus Island. INTERNATIONAL ORDERS & SHIPPING Due to the fragile nature of our glass frames, international orders are not available for framed art orders. For applicable international orders, please proceed with "Manual Payment" option. A PayPal request will be sent when the total cost is confirmed and agreed with the customer. Depending on the order quantity and country zone, shipping rates will vary significantly. Please refer to https://www.singpost.com/postage-rate for reference. Please note that tracking and the related cost will be included for all international orders. RETURN & EXCHANGE POLICY All sales are final upon payment and strictly no refunds are allowed. For customised artworks: All requirements and references have to be clearly indicated in the request form. Any elements of the artwork not defined by the customer will be subjected to the artist's creative freedom. Up to 3 revisions are allowed for the sketch. The artwork is deemed confirmed once the sketch is approved or by the 3rd revision / 4th draft. Due to the nature of the handpainted art, no further changes can be made once it is painted. A replacement is allowed only if you have received an incorrect or defective item. For frame damages, a replacement will only be made for the frame. Please take a photo of the product with the defect clearly shown, and email the photo to firstname.lastname@example.org within 2 working days upon receipt, or 4 working days from courier service pick-up or normal mail postage, whichever is earlier. Please note that we will not entertain any requests beyond that deadline. Kindly allow us 3-5 working days to review the issue. Once the issue has been verified, either a replacement or credits will be offered. Please note that Heartstrings In Colours will not be liable for: any loss or delay of item due to incorrect or incomplete address damage caused by accident, neglect or misuse any fading of the artwork due to improper storage CHANGES TO NOTICES We may revise the above Notices from time to time without any prior notice. You may determine if any such revision has taken place by referring to the date on which this Notice was last updated. Your continued use of our services constitutes your acknowledgement and acceptance of such changes. Effective date : 01/11/2021 Last updated : 01/11/2021