Once orders are placed they may proceed to the print queue at any time of day. As a result, orders can only be cancelled, paused or amended if they have not yet been printed. Orders can be cancelled by replying to the order confirmation email (for orders made online) or by phone (020 3005 4495 during our shop opening hours), if they have not yet been printed.
We reserve the right to refuse any order and will refund all payment made in this circumstance.
Refunds and Returns Policy
Refunds will only be made for orders where the product supplied is defective or damaged. In these instances we will offer to reprint and resend orders, or refund the full amount of your order including postage. As posters are unique and not re-saleable we do not accept returns except where the product is damaged. Any claims for incorrectly printed or damaged orders must be raised within 7 days of receipt of your order and all packaging should be retained as evidence.
Captain Cyan do not accept any liability for mistakes (including but not limited to artwork sizing, spelling or graphic errors), except where these are introduced as a result of the printing process. In this case a full refund or reprint will be offered.
Order Turnaround & Delivery
If your order is placed and print ready artwork is received by 2pm Mon-Fri, we will print and despatch your posters the same day. If your artwork is received after 2pm, at the very latest your order will be processed the following working day. We can often achieve much tighter turnaround times, and this can be agreed with you by our team – please call or email to discuss your needs.
Where "Next Day Delivery" has been selected, we will email you a tracking number for your item, if available. Under this delivery option items are sent by either APC Overnight or our own in-house courier, and will arrive before 6pm. Items selected under Standard Delivery are sent by Royal Mail Second Class and will normally arrive within 5 working days from despatch.
Please note: Due to ongoing industrial strike action, delays are expected to Royal Mail services throughout November and December 2022. As a result, standard deliveries could take anywhere from 2 - 15 working days to be delivered. Replacement orders will not be sent during this period, unless deemed as lost by Captain Cyan.
If you require your prints urgently we recommend using Next Day Delivery or collecting in person. All orders placed through our website will receive a shipping notification once orders have been despatched. Any claims for missing deliveries must be brought to our attention within two weeks from date of dispatch.
We use the personal data you send us to fulfil your order, track sales and provide a great ongoing customer service to you. Our legal basis for handling your data in this way is our legitimate business interest; contract with you and legal requirements placed upon us by the government. In addition we may occasionally send you direct marketing communications through email, social media or other communication channels. You can unsubscribe from these at any time, without affecting your ability to communicate with us or use our services.
Your data is retained securely on cloud services provided by AWS, IBM, Zendesk and Google, and directly managed servers hosted in-house and at Rackspace. We retain data for a minimum of 5 years except for order artwork files which are deleted after a maximum of 60 days, except where we have been requested to retain this by clients.
You can make a request to see details of the data we store on you. You can also request that Captain Cyan delete all of the personal data we hold about you at any time, but this will mean any pending orders will not be fulfilled, order history, follow-up customer service requests or after-sales support will be unavailable to you. We’ll also be unable to issue any refunds, partial or otherwise. Data will only be erased where we are not required to retain this data for legal, accounting and auditing purposes.
Whilst the law allows for erasure and access requested to be made verbally or through other means; in order to ensure that personal data is only shared with the individual concerned we request that you send an email to firstname.lastname@example.org and attach a copy of valid photo ID. We will respond to all access or erasure requests within 30 days.
Stripe is fast becoming the industry-standard for rapid, secure, ecommerce payments.
Your card details are not stored on our servers, nor do they ever touch them (so can't be logged inadvertently in log files). Instead they are sent directly to Stripe, who pass us a secure token. Only we can use the token to charge your card as it must be used in conjunction with a secret that only we (and Stripe) possess.
We store this card token for the duration of processing your order (in case you wish to add items to your order), after which it is destroyed.
The only card details we store permanently are pieces of card metadata such as the card brand, last four digits and expiry date. This is so that we can tell you which card has been charged, and the information is useless on its own as it cannot be used to reveal any further details about your payment card.
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