Terms, Conditions and Privacy

Coronavirus (Covid-19)

The following amendments have been made to our terms and conditions, effective immediately and until further notice:

- Delivery orders are placed with the knowledge that orders can be subject to delays and are not guaranteed to arrive within the usually stated timeframes.

- Refunds will not be provided for any late deliveries.

- Orders will be dispatched within 24 hours of ordering and the usual 2pm cut-off for same day printing does not apply.

Cancellations

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.

Artwork Sizing

If your artwork does not exactly match the dimensions of the paper size you have ordered then your artwork will be resized to fit within the dimensions of the size ordered. We don't add white space, crop images, or distort images in any way. Where possible, artwork should be displayed at the correct size – we won't contact you if it is not, and it will be processed as above.

All posters will be trimmed to the edge of the submitted artwork. If the artwork is submitted with a white border this will be included when printing and trimming the image. It is your responsibility to remove any white borders before submitting the poster for printing. Similarly, if you require a white border on the artwork then it is your responsibility to add this before submitting the poster for printing.

If you require your artwork to be printed at a specific dimension that is not the exact size ordered, then please inform us via the orders notes section.

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. If you require your prints urgently we recommend using Next Day Delivery. 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.

Privacy Policy

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 hello@captaincyan.com and attach a copy of valid photo ID. We will respond to all access or erasure requests within 30 days.

Payments

Our payments are processed by Stripe, you can read more about their extensive security at https://stripe.com/docs/security/stripe. 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.