Processing Guidelines
All orders are processed pending availability and credit card verification. Orders placed Monday through to Friday before 4pm will begin processing on the same day. Orders placed after 4pm will be processed the following day. Orders placed on Friday after 5pm and through the weekend will begin processing on the following Monday. Self-portrait will contact you if the merchandise you have ordered is out of stock or if additional identification is needed for credit card verification.
Most items ordered are processed within the same day.
Delivery
The cost of UK 2-3 working days delivery is free.
Our carrier will deliver your parcel between 9am and 9pm. A signature maybe be required on receipt. If you are not around to accetp your parcel, the carrier will leave you a card telling you how you can re-arrange delivery/pick up from depot.
If you place your order by 4pm Monday to Thursday, you will receive your goods within the next 2-3 working days (UK/Europe) and 5-7 working days (International).
Any orders placed after 4pm on Thursday and on Friday before 4pm will be delivered from the following Monday.
Any orders placed after 4pm on Friday and during the weekend will be delivered from the following Tuesday.
Please note we do not deliver on UK Bank Holidays and your order will be delivered 2 working days later.
A tracking link will be sent to you once your order reaches the courier we are using for your delivery, for you to be able to follow it all the way to your front door.
International Shipment Costs and Methods
Delivery within 2-7 working days. International shipping charges do not include taxes or duties. Please contact your local customs office to request details of these charges. (Shipping fee of £12.99 applies for any orders below £300, while any order above £300 is free).
Delivery to Mainland China: Shipping fee of £15.00 applies on all orders. All orders will be sent on DDP (Delivery Duty Paid) service.
Shipping to the Russian Federation: Shipping to Russia can take up to 3 weeks, dependent on Russian Customs restrictions.
International Shipping Policies
You may be subject to import duties and taxes once a shipment reaches your country. Additional customs clearance charges must be paid by you; self-portrait has no control over these charges and cannot predict what they might be. International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates.
Customs policies vary widely from country to country; contact your local customs office for more information. When ordering from self-portrait you are considered the "importer of record" and must comply with all laws and regulations of the country in which you are receiving the goods.
Refused Shipments
If you choose to refuse your shipments, you will be responsible for any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package to our UK address. This amount will be deducted from your merchandise refund.
Returns & Exchanges
Returns and exchanges are accepted on most merchandise within 14 days of receipt, for items that have not been worn, altered or washed, without make-up marks and with all tags attached. Original shipping charges are non-refundable. All orders received with Make-Up marks will be returned to sender.
You will need to return the order to us by secure means to ensure it reaches us in good condition, at your own cost.
Cancelled items must be returned unused and in their original condition, from the original delivery country.
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. Refunds will be issued within 30 days of us receiving your cancellation notice.
For international returns please mark clearly "British Returned goods - No commercial value" as description of the shipment. If this indication is not clearly stated, custom duty charges may applied and the amount will be deducted from your merchandise refund.
Please send your return to:
self-portrait c/o ILG
Attention: Returns
Address:
Unit 7 Sterling Park Industrial Estate
Gatwick Road, Crawley
Gatwick RH10 9QT (UK)
All returns must be shipped to our warehouse within 14 days of receiving your order. Please return your order to us by secure means, at your own cost.
Purchases made online cannot be accepted for return or exchange in store.
How Do I Make An Exchange?
You can change the size of a purchased style within the first hour. Once the order status shows SHIPPED, you will need to contact our customer services.
If you want to swap a style, you will need to complete a refund on the unsuitable order and re-order the desired style.
You have 14 days from the delivery date to refund an item.
You can cancel an order within the first hour. If the order status shows SHIPPED, you will need to return the item within 14 days of receiving it.
In case of dispute, we recommend you retain proof of sending when returning your order.
When will my credit card be refunded?
Once merchandise has been received, your refund will be processed within 30 working days. You will be provided with email notification once your refund has been processed. Please note that it may take a few working days for your banking institution to post the refund to your bank statement.
Damaged or defective goods
At self-portrait we are committed to selling only first-quality fashions and accessories. To that end, we employ several quality checks before an item is shipped. If you have received a damaged or defective item, please notify us by email at info@self-portrait-studio.com within 14 days of receiving the order to be eligible for a refund. After 14 days, we will attempt to repair or obtain a replacement, but we are unable to refund.
PAYMENT
Payments can be made by Visa, Visa Electron, Visa Debit, Visa Delta, MasterCard, Maestro debit cards via Sage Pay and Pay Pal. You must confirm that the credit/debit card that is being used is your own or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to self-portrait, we will not be liable for any delay or non-delivery.
To help ensure that your shopping experience is safe, simple and secure self-portrait-studio uses Secure Socket Layer (SSL) technology. This encrypts and protect the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click to find out infromation about the SSL digital certificate registration. You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with "https:" instead of the normal "http:". This means that you are in secure mode.
VAT Number: UK 166 6986 48
Ireland IE3416248 LH
Germany 25/246/18662
France FR87 820245314
Company Register number: 8537264
Address:
Self-Portrait Limited
Unit 207,
Impact centre,
12-18 Hoxton street,
London N1 6NG (UK).
Why do I need to register?
Creating an account with us means you can shop faster and keep track of your orders and returns.
I've forgotten my password and can't log in.
Please click here and we'll send you a password reminder.
What payment methods do you accept?
You can pay for your order using your PayPal account and all major Credit Cards.
Privacy Policy
We will treat all your personal details as confidential and we do not sell any personal information to the third parties. All personal information is processed in accordance with Data Protection Act 1998.
Can I cancel my orders?
If you've changed your mind, you can cancel your order by emaling us at info@self-portrait-studio.com or calling us at +44 (0) 2077297153 within the first hour after receiving your confirmation. If the order has been shipped you will need to send back the item/s before being refunded.
Can I change my order once it has been placed?
You can change item size within the first hour, afterwards you cannot alter any information. If you need to change the delivery address before the order is labelled as SHIPPED, please contact the customer services.
Why has my order been cancelled?
Your items may be out of stock. Please contact our customer services team, or we will contact you as soon as our system acknowledges the problem.
Can I order from overseas?
We ship to overseas destinations at a flat rate of £12.99, which takes 5-7 days. Shipping to China is charged at a flat rate of £15.00.
The item I want isn't available online. Will it be re-stocked?
We don't re-stock our collections once they've sold out, and are unable to manufacture one-off garments.
Can I get student discount online?
Unfortunately, we are unable to offer student discount online. We do however offer promotion codes via fashion magazines and via promotional email, so keep a look out for these fantastic promo codes.
What is preorder?
Selected items from our new collection can be bought in advance - pay now and we'll ship them to you as soon as the stock arrives. We'll also email you to let you know when your order is on its way. Please be aware that because of the "pre-sale" nature of such transactions, there might be a delay on the actual delivery date as the stated estimated delivery dates are only approximate and may vary.
I am paying with Paypal and I am getting an error
When Paying with PayPal you must have an active account in order to pay for the goods.
Privacy Policy
At Self-Portrait we understand the importance of protecting the privacy of our site visitors and customers and as such we have adopted a company privacy policy for your protection. We will change and update this policy from time to time by changing it on this website. This policy was last updated on 23rdMay 2018.
Introduction
This is the privacy policy for www.self-portrait-studio.com(the Site). The Site is operated by SELF-PORTRAIT LTD (we, us and our). For the purposes of the EU GDPR 2018, we are the data controller.
We are committed to protecting your privacy on-line. We appreciate that you do not want the personal information you provide to us distributed indiscriminately and here we explain how we collect information, what we do with it and what controls you have over it.
Information we may collect from you
We may collect and process, with your express permission, the following information:
- information (such as name, email address, postal address and telephone number) that you provide by completing forms on the Site, including if you register as a user of the Site, purchase products on the Site, upload or submit any material via the Site, or request any information from us;
- in connection with an account sign-in facility, your login and password details;
- details of any transactions made by you through the Site;
- communications you send to us, for example to report a problem or to submit queries, concerns or comments regarding the Site or its content; or
- information from surveys that we may, from time to time, run on the Site for research purposes, if you choose to respond to, or participate in, them.
You are under no obligation to provide any such information. However, if you should choose to withhold requested information, we may not be able to provide you with certain services.
When you visit the Site, we may automatically collect additional information about you, such as the type of internet browser you use, any website from which you have come to the Site and IP address (the unique address which identifies your computer on the internet) which is automatically recognised by our web server. You cannot be recognised from this information and it is only used to assist us in providing an effective service on the Site and to collect broad demographic information for aggregate use.
How we may use your information
We may use the information provided to us and permitted us to use in the following ways:
- to enable us to process your orders and to provide you with services and information offered through the Site and which you request;
- to administer your account with us;
- to verify and carry out financial transactions in relation to payments you make online;
- to audit the downloading of data from the Site;
- to improve the layout and/or content of the pages of the Site and customise them for users;
- to identify visitors to the Site;
- to carry out research on our users’ demographics and tracking of sales data;
- to send you information we think you may find useful or which you have requested from us, including information about our products and services, or potential shopping basket recoveries, provided you have indicated that you do not object to being contacted for these purposes;
You can tell us not to contact you with information regarding our products and services either at the point such information is collected on the Site (by checking or unchecking (as directed) the relevant box) or, where you do not wish us to continue to use your information in this way, by following the unsubscribe instructions on any communications sent to you. You can also exercise the right at any time by contacting us using the Contacting us details at the end of this privacy policy.
Information Sharing
We may disclose your personal information to any of our affiliates, or to our agents or contractors who assist us in providing the services we offer through the Site, processing transactions, fulfilling requests for information, receiving and sending communications, updating, updating marketing lists, analysing data, providing support services or in other tasks, from time to time. Our agents and contractors will only use your information to the extent necessary to perform their functions, such as processing your order etc.
In the event that we undergo a re-organisation or are sold to a third party, you agree that any personal information we hold may be transferred to that re-organised entity or third party.
We may disclose your personal information if required to do so by law or if we believe that such action is necessary to prevent fraud or cyber crime or to protect the Site or the rights, property or personal safety of any person.
How we will not use your information
We will not disclose any customer information to third parties except in cases where a service we provide requires such details, for example arranging a customer delivery. Further, we will not sell your name, address, e-mail address, credit card information or personal information to any third party without your permission.
Child Safety
Protecting the safety of children when they use the internet is very important to us. We recommend that children receive permission from their parent or guardian before gaining access to the Site or sending personal information to us or anyone online.
External Links
The Site may, from time to time, contain links to external sites. We are not responsible for the privacy policies or the content of these sites.
Payment Processing
Payment details you provide on the Site will be encrypted using secure sockets layer (SSL) technology before they are submitted to us over the internet. Payments made on the Site are made through our payment gateway provider, Adyen. You will be providing credit or debit card information directly to Adyen which operates a secure server to process payment details, encrypting your credit/debit card information and authorising payment. Information which you supply to Adyen is not within our control and is subject to Adyen’s own privacy policy and terms and conditions.
Security
We place great importance on the security of all personally identifiable information associated with our users. We have security measures in place to attempt to protect against the loss, misuse and alteration of personal information under our control. For example, our security and privacy policies are periodically reviewed and enhanced as necessary and only authorised personnel have access to personal information. Whilst we cannot ensure or guarantee that loss, misuse or alteration of information will never occur, we use all reasonable efforts to prevent it.
You should bear in mind that submission of information over the internet is never entirely secure. We cannot guarantee the security of information you submit via the Site whilst it is in transit over the internet and any such submission is at your own risk.
It is advisable to close your browser when you have finished your user session to help ensure others do not access your personal information if you use a shared computer or a computer in a public place.
Storage of your information
Information that you submit via the Site is sent to and stored on secure servers located in the United Kingdom. This is necessary in order to process this information. We do not store customer credit card details on our servers. Information submitted by you may be transferred by us to our other offices and/or to the third parties mentioned in the circumstances described above (see Information sharing), which may be situated outside the European Economic Area (EEA) and may be processed by staff operating outside the EEA. The countries concerned may not have similar data protection laws to the EEA. Where we transfer your information, we will take all reasonable steps to ensure that your privacy rights continue to be protected. By submitting information via the Site, you agree to this storing, processing and/or transfer.
Your rights
You have a legal right under EU GDPR 2018 to a copy of all the personal information about you held by us. On request, we will provide you with a copy of this information. You also have a right to correct any errors in that information. As mentioned above, you have a right to prevent the use of your personal information for direct marketing purposes. Finally you also have a right to remove any of this information from our servers. All of the above can be achieved by emailing info@self-portrait-studio.comwith your specific request.
Contacting us
Please submit any questions, concerns or comments you have about this policy or any requests concerning your personal data by email to info@self-portrait-studio.comor write to us at:
Self-Portrait Ltd
12-18 Hoxton Steet
London
N1 6NG
