FAQ

Here are some questions that we find our customers frequently ask and some additional important topics.

 

What are your delivery charges?

Do you send out free samples?

How do I know the name of each sample I have purchased?

What is your delivery time?

Out of stock items

What if I am not happy with the item I have received?

Returns and Refunds

Do you sell to trade customers?

I need to purchase a large quantity, do you offer a discount?

What quantity do I need to purchase?

I can’t see what I want…

How are the items posted?

Do you sell overseas?

Do you have a shop?

Do you have a catalogue?

Privacy Policy

Security


What are your delivery charges?

* Items sent via this method will be sent via Royal Mail Airmail. This can take up to one month to arrive at destinations in Europe and Rest of the World, although it often arrives faster than this. Please take this into account when scheduling your order.
** By Express Courier. In some cases, this may be by UPS Access Point, TNT or DPD.
^ Please note that the postage costs provided for shipments sent overseas are approximate. On occasion, we may need to invoice separately for additional postage costs where necessary. This will be done via a separate follow up email after your order has been processed.
† A very small selection of our more bulky items might not squeeze into our sample postage packing. Affected products are clearly marked in their description.

We offer two Next Day delivery services for UK mainland only. Orders must be placed before 1pm for next working day delivery.

  1. DPD Next Working Day – this service costs £7.49.
  2. Royal Mail Tracked 24 – this service costs £5.99 (in most cases, when ordered on a Friday, items will be delivered to residential address on a Saturday – please note however, that this service is not guaranteed for Next Day delivery).

Courier deliveries can arrive any time until 9pm on some occasions.

Packages delivered by UPS Access Point is a new service where items are sent to convenient locations near you. This may be a local grocery store or petrol station where you can collect your delivery at your convenience (normally between the hours of 6am and 8pm). This is a Next Day service once dispatched and you will be notified by e-mail when and where your parcel is ready for collection. Parcels will be held at an Access Point for 10 days.

To find your nearest access point, please visit: www.ups.com/dropoff.

N.B. Regretfully, we are no longer able to ship to Russia.

If the wrong postage option is selected we will automatically refund you and cancel your order within a few days. We will notify you by email when we do this and you will have the opportunity to proceed with your order either by phone, or by re-ordering, ensuring the correct postage payment is selected.


Do you send out free samples?

The short answer is “No, we don’t send out free samples”.
We try to keep our prices as low as possible. We have so many sample requests each week that if we were to accommodate these, we would need to increase the cost of the products. The good news is that the cost of delivery of sample orders is very low. It is £1.50 for orders up to £10.00. We aim to send all sample orders within 24 working hours of your order being placed. All sample orders are sent via Royal Mail 1st Class.


How do I know the name of each sample I have purchased?

We never write the names of the products that we send to customers unless we are requested to do so. The reason for this is because we find that most customers like to use the sample items they have ordered and we would hate to ruin these items by writing on them!
We recommend using your invoice to compare the item names to the beautiful photos on our website. However, if you would like sample items that have the name handwritten on each item, we are happy to help with this request, however, we do not write on any samples without receiving a request from our customers. Please email or call us if you would like us to write on the items inside your parcel.


What is your delivery time?

We aim to send all orders out within 5-7 working days from the date of your order. For sample orders, we aim to dispatch your order within 24 working hours of your order being placed. We also offer a Next Day and Saturday delivery option if you need something in a hurry. 


Out of stock items

If you require a large quantity of any items, we may have to order additional stock. This can occasionally take up to 4-6 weeks. If you would like to check stock levels or delivery times on any item, please contact us by telephone or e-mail.

Out of stock products can’t be pre-ordered on our website, but if for any reason our online figure is unrepresentative of our actual stock level, we will refund you automatically for the product and any excess postage, and dispatch the rest of your order.


What if I am not happy with the item I have received?

We always aim to exceed our customers expectations with the products that we offer. All the products that we sell have been carefully checked to ensure that they meet the high standards that we expect from our products. If however, for some reason you are unhappy with your item and your item has been shipped inside the United Kingdom, you can return most of the products that we sell for a full refund – please see our Returns and & Refunds FAQ below for exceptions.

Please be aware, that like all bespoke products, small manufacturing tolerances between items and the approximate sizing on our website can occur.


Returns and Refunds

Our Policy:

We want you to be completely satisfied with your new purchase from us.

If for any reason you’re not happy with your gorgeous goods, you can simply return them within 14 working days of receipt. Returned items must be unmarked and in their original packaging.

Returns need to be sent with a brief cover note containing; your order number or full name, address and a telephone number.
Without this information, we will be unable to track your return, and any monies owed will be unable to be refunded.
Please note you will not be reimbursed for any return postage or outward delivery costs.

If your initial order qualified for FREE postage and you wish to return part or all of the order, we will  deduct our Standard Delivery cost this from the refunded amount if the items you have kept no longer exceed the free postage threshold.

WE ARE UNABLE TO ISSUE A REFUND ON CUT-TO-ORDER LACE – UNLESS FAULTY.

WE ARE UNABLE TO ISSUE A REFUND ON CALLIGRAPHY PENS.

Please note, our policy is offered in addition to your legal rights outlined below:

Your legal rights: 

When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

Faulty or Damaged Items

If the item/s you have received is faulty or damaged, we will require photographic images sent via email before we can proceed with your claim.  Any errors in your order MUST be reported within 48 hours of receipt of the package.  This is due to the delicate nature of the items we supply and is the required timeframe to prove that the error is ours, or from transit.  We will offer to send out replacements at no extra charge, or to refund the items.  On some occasions, we may ask you to return the items depending on their value before we can replace or refund them.  We refund your postage upon return of the item we have requested.  Returns must come via Royal Mail 2nd Class Recorded Delivery or the cheapest available recorded delivery option.  We cannot refund items that are lost without a tracking record.

Refunds are issued electronically. Refunds can only be issued to the original payment method and before the gateway has closed (6 weeks).  We cannot offer refunds for items reported past this cut off period.

WE ARE UNABLE TO ACCEPT RETURNS FROM OUTSIDE THE UK.


Do you sell to trade customers?

We do offer trade terms. Please see out trade discount page for our terms and conditions: www.imaginediy.co.uk/about-us-imagine-diy/trade-discounts


I need to purchase a large quantity, do you offer a discount?

Under normal circumstances, we are only able to offer discounts to Trade Customers.
However, if you order is for more than 200 units of any item, please contact us to discuss.


What quantity do I need to purchase?

If you are making your own invitations, we generally recommend that you order a few extra to allow for mistakes.
If you would like any advice on quantities, please contact us and we would be happy to help you.


I can’t see what I want…

We strive to offer a really comprehensive range to meet your creative needs.
If you don’t see what you want on our website, please let us know. We may be able to help.


How are the items posted?

We pack all our items with the brutal postal service in mind.
We offer a variety of delivery services depending on your location.
Once you enter your delivery details at the Checkout, we will show you the available delivery options for you to choose from.


Do you sell overseas?

We are able to express ship all of our items to any country in the world.

We also aim to prioritise international orders so they are dispatched within 24 working hours of receiving your order.

We use the following couriers for shipping overseas: DPD, DHL, TNT & Royal Mail depending on the destination and cost.


Do you have a shop?

We don’t have a shop premises. All our products are packed away in boxes so even if you did visit us, there would be very little for you to see.


Do you have a catalogue?

From a very early stage in the business, we decided that we wanted to offer the best quality products at the lowest prices possible. The production of a catalogue adds so much additional cost that we have taken the decision at this stage to remain entirely web based. You can view all our products on this website.


Privacy Policy

Imagine DIY LTD understands that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of all of our customers and will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law.

1. Information About Us

Imagine DIY LTd

Registered in England under company number 09382300.

Registered address: Newgale House, Brawdy Business Park, Haverfordwest, Pembrokeshire SA62 6NP

VAT number: 203 6664 25.

Data Protection Officer: Samuel Harries.

Email address:enquiries@imaginediy.co.uk.

Telephone number: 01437 807277

Postal Address: Newgale House, Brawdy Business Park, Haverfordwest, Pembrokeshire SA62 6NP

We are regulated by the Data Protection Act 1998 (“DPA”), and the General Data Protection Regulation (“GDPR”).

2. What Does This Notice Cover?

This Privacy Information explains how we use your personal data: how it is collected, how it is held, and how it is processed. It also explains your rights under the law relating to your personal data.

3. What is Personal Data?

Personal data is defined by the General Data Protection Regulation (EU Regulation 2016/679) (the “GDPR”) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.

Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers.

The personal data that we use is set out in Part 5, below.

4. What Are My Rights?

Under the GDPR, you have the following rights, which we will always work to uphold:

a) The right to be informed about our collection and use of your personal data. This Privacy Notice should tell you everything you need to know, but you can always contact us to find out more or to ask any questions using the details in Part 11.

b) The right to access the personal data we hold about you. Part 10 will tell you how to do this.

c) The right to have your personal data rectified if any of your personal data held by us is inaccurate or incomplete. Please contact us using the details in Part 11 to find out more.

d) The right to be forgotten, i.e. the right to ask us to delete or otherwise dispose of any of your personal data that we have. Please contact us using the details in Part 11 to find out more.

e) The right to restrict (i.e. prevent) the processing of your personal data.

f) The right to object to us using your personal data for a particular purpose or purposes.

g) The right to data portability. This means that, if you have provided personal data to us directly, we are using it with your consent or for the performance of a contract, and that data is processed using automated means, you can ask us for a copy of that personal data to re-use with another service or business in many cases.

h) Rights relating to automated decision-making and profiling. [we do not use your personal data in this way] OR [Part 6 explains more about how we use your personal data, including [automated decision-making] AND/OR [profiling]].

For more information about our use of your personal data or exercising your rights as outlined above, please contact us using the details provided in Part 11.

Further information about your rights can also be obtained from the Information Commissioner’s Office or your local Citizens Advice Bureau.

If you have any cause for complaint about our use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

5. What Personal Data Do You Collect?

We may collect some or all of the following personal data (this may vary according to your relationship with us):

  • Name;
  • Date of birth;
  • Gender;
  • Address;
  • Email address;
  • Telephone number;
  • Payment information;
  • Information about your preferences and interests.

Your personal data is obtained from the following third parties:

  • service providers that we engage to provide IT systems and software, and to host our website;
  • payment processing services (including Paypal and Worldpay) to process your payment to us. Imagine DIY does not store your payment information. Your payment details are provided to the payment processing service you have selected, who are compliant with necessary regulations;
  • service providers that we engage to deliver goods you have ordered
  • service providers that we engage to send emails and postal mail on our behalf including in relation to incomplete orders or abandoned baskets, or marketing communications, to provide data cleansing services and to provide marketing and advertising services;
  • analytics and search engine providers that assist us in the improvement and optimisation of our website;
  • affiliate networks through whom you have accessed our website;
  • to protect our customers and website from fraud and theft, we may share personal data that is required to make identity checks and personal data that we obtain from making identity checks (including data relating to your age, name and location), together with account information, with organisations (including law enforcement agencies), involved in fraud prevention and detection and credit risk reduction. Please note that these third parties may retain a record of the information that we provide to them for this purpose;
  • if we are under a duty to disclose or share your personal data in order to comply with any legal obligation; or
  • to our professional advisers including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.

6. How Do You Use My Personal Data?

Under the GDPR, we must always have a lawful basis for using personal data. This may be because the data is necessary for our performance of a contract with you, because you have consented to our use of your personal data, or because it is in our legitimate business interests to use it. Your personal data may be used for one of the following purposes:

  • Providing and managing your account.
  • Supplying our products and/or services to you. Your personal details are required in order for us to enter into a contract with you.v
  • Personalising and tailoring our products and/or services for you.
  • Communicating with you. This may include responding to emails or calls from you.
  • Supplying you with information by email that you have opted-in to (you may unsubscribe or opt-out at any time via your account settings and/or the newsletter).

With your permission and/or where permitted by law, we may also use your personal data for marketing purposes, which may include contacting you by email and/or text message with information, news, and offers on our products and/or services. You will not be sent any unlawful marketing or spam. We will always work to fully protect your rights and comply with our obligations under the GDPR and the Privacy and Electronic Communications (EC Directive) Regulations 2003, and you will always have the opportunity to opt-out.

7. How Long Will You Keep My Personal Data?

We will not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected. Your personal data will therefore be kept until you request for it to be deleted.

8. How and Where Do You Store or Transfer My Personal Data?

We will only store or transfer your personal data in the UK. This means that it will be fully protected under the GDPR.

The security of your personal data is essential to us.

9. Do You Share My Personal Data?

We will not share any of your personal data with any third parties for any purposes, subject to one important exception.

In some limited circumstances, we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.

10. How Can I Access My Personal Data?

If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a “subject access request”.

All subject access requests should be made in writing and sent to the email or postal addresses shown in Part 11.

There is not normally any charge for a subject access request. If your request is ‘manifestly unfounded or excessive’ (for example, if you make repetitive requests) a fee may be charged to cover our administrative costs in responding.

We will respond to your subject access request within 28 days and, in any case, not more than one month of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date we receive your request. You will be kept fully informed of our progress.

11. How Do I Contact You?

To contact us about anything to do with your personal data and data protection, including to make a subject access request, please use the following details :

Email address:enquiries@imaginediy.co.uk
Telephone number: 01437 807277
Postal Address: Newgale House, Brawdy Business Park, Haverfordwest, Pembrokeshire SA62 6NP

12. Changes to this Privacy Notice

We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection.


Security

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for “https” at the beginning of the address of the web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.