Terms & Conditions

Subcontractors

Visualeyes may sub-contract work to third parties if it is deemed necessary without prior consultation. The customers' statutory rights are not affected.

Errors in production

Visualeyes cannot accept responsibility for mistakes in production, unless a written order is supplied (wherein the instruction is contrary to the work completed). This includes spelling, punctuation or grammatical errors made by the customer.

Loss or damage

Visualeyes, whilst undertaking great care in the handling of original material (such as photographic prints, transparencies and negatives), cannot be held responsible for accidental loss or damage of said material. To safeguard original material, customers should arrange for prompt collection of their property.

Copyright/breach of ownership

Visualeyes assumes that customers or their representatives, who place orders for the photographic reproduction and / or the digital retouching of images, are legally entitled to do so and are not breaching any copyright or right of ownership. Visualeyes therefore fulfills its orders from customers in good faith and declares itself indemnified against any legal action brought by third parties in respect to the undertaking of work using original material.

Delivery

(These timescales are delivery times only not the total time for your order to be printed and delivered)

Royal Mail Recorded -free of charge if x10 print or greater- (1-3 working days)
Royal Mail Special Next day Before 1pm from £7.00 (by 1pm the next working day)
Royal Mail Special Saturday from £12.00
Royal Mail International Recorded from £14.00 (5-7 working days)
Split dispatch to second address from £2.50 (1-3 working days)


All orders are sent Royal Mail 1st Class Recorded. Urgent orders can be requested to be sent by Special Delivery. The cost for this is £6.00 minimum. Royal Mail Special Delivery is guaranteed for delivery before 1pm (Mon-Fri Only). Saturday Special post is also guaranteed by Royal Mail for delivery before 1pm. All postal services require a signature on receipt. Unfortunately we cannot be held responsible for orders delayed or lost whilst in the care of Royal Mail. If after 30 days of your order being dispatched and not received we will reprint your order free of charge. This does not apply to delays caused by industrial action or adverse weather conditions.

Please note that items sent via International Recorded may incur further charges such as customs, tax or handling fees to be paid in the receiving country before the item can be claimed. These charges will depend on the country they are sending to, and the value of the item.

Damaged Goods

If your order has been damaged during transit we need to be notified within 5 working days in order to arrange a replacement. Before a replacement is sent out we require the original full order to be returned to us.

Turnaround Times

We aim to dispatch standard service orders received by 1pm Monday to Friday on the second working day. Please allow 48 hours printing time for large orders. Most of our UK customers receive their order the next working day after dispatch, postage permitting. Customers requiring urgent orders are recommended to select the Special Delivery option. Unfortunately we cannot be held responsible for delays and lost orders whilst in the care of Royal Mail. If after 30 days of your order being dispatched and not received we will reprint your order free of charge. This does not apply to delays caused by industrial action or adverse weather conditions.

Refunds

In the unlikely event that we cannot fulfill your order we will refund your credit/debit card in full. We do not offer any refunds for delayed or lost orders whilst in the care of Royal Mail.

Redo Policy

In the unlikely event that you are unhappy with the order, please contact us via telephone or email. We would require you to return the prints to us with a brief note outlining the problem. We will endeavour to rectify the issue, however if we are unable to we will offer you a full refund.

Cancellation/Edit Order Policy

Due to our quick turnaround times we are only able to cancel or edit an order provided we receive notice prior to the work being carried out. Please note that in legal terms, headshot reproductions are considered personalised items and as such are exempt from the Distance Selling Act.

Privacy Policy/GDPR

Personal information

We collect various types of information depending upon how you use our site. We will not disclose your personal details to third parties (other than our payment gateway and accounting platform).

The data we collect includes your first name, last name, phone number(s), valid email and billing address- and is required for our record keeping and to provide you with a smooth, efficient service.

Credit card data entered online or via telephone is processed securely via Global Payments. Global Payments (trading as GPUK LLP) is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (504290) for the provision of payment services and under the Consumer Credit Act (714439) for the undertaking of terminal rental agreements.

Personal data entered online or via telephone is held securely via Reviso, our accounting platform. Reviso complies with its obligations under the Data Protection Act 1998 and the IT management and security policies in revision standard RS 3411 as a data processor.

Cookies used on this site

This website uses a cookie called PHPSESSID to communicate with a payment processor when using the online ordering pages. It expires at the end of the session. Another cookie called DYNSRV is used by our web host for load balancing to manage server traffic demand.

A cookie is a piece of information in the form of a very small text file that is placed on an internet user's hard drive (or equivalent storage device). It is generated by a web page server, which is basically the computer that operates a web site. The information the cookie contains is set by the server and it can be used by that server whenever the user visits the site. A cookie can be thought of as an internet user's identification card, which tell a web site when the user has returned.

If you want to delete or disable cookies, please see: www.allaboutcookies.org/manage-cookies