Privacy Policy
1. Who We Are
Our website address is: https://www.mralexsir.co.uk. We are MrAlexSir Makes Stuff, a small business specialising in custom-engraved products. We are the Data Controller responsible for the personal data you provide to us.
2. Data We Collect and Why We Collect It
We collect and process your personal data under the lawful basis of Contractual Necessity (to fulfil your order) and Legal Obligation (for tax and accounting records).
| Data Collected | When It’s Collected | Purpose and Legal Basis |
|---|---|---|
| Order Data (Name, Billing/Shipping Address, Email, Phone Number) |
When you place an order. | Purpose: To process your payment, manufacture your custom item, ship your order, and send order confirmations. Legal Basis: Contractual Necessity. |
| Payment Data | When you complete checkout. | Purpose: To process your transaction. We do not store your full credit card details; this information is handled securely by our payment processor (e.g., Square). Legal Basis: Contractual Necessity. |
| Comments Data (Name, Email, IP Address, Browser Agent) |
When visitors leave reviews or comments on the site. | Purpose: To help with spam detection and to display your public comment. Legal Basis: Legitimate Interest. |
| Technical Data (IP address, browser type) |
When you browse the site. | Purpose: To provide site security and for general website analytics. Legal Basis: Legitimate Interest. |
3. Cookies
- Shopping Cart: If you add items to your basket, we use temporary cookies/sessions to track your selection. These are essential for the functionality of the checkout process and contain no personal data.
- Comments: If you leave a comment on our site you may opt in to saving your name, email address, and website in cookies for convenience. These cookies will last for one year.
- Login: If you visit our administrative login page or log in, we set up temporary and persistent cookies to manage your login state and screen display choices.
4. Who We Share Your Data With
We only share data strictly necessary to fulfil the services you have requested:
- Payment Processors: We share payment details with secure third-party processors (e.g., Square) to validate and process your payment.
- Shipping Carriers: We share your Name, Shipping Address, and Phone Number with Royal Mail to ensure your order can be delivered.
- Spam Detection: Visitor comments may be checked through an automated spam detection service.
5. How Long We Retain Your Data
We retain your personal data only for as long as necessary for the purpose it was collected, or to meet our legal obligations:
- Order Data: We retain order data (Name, Address, Items Purchased) for a minimum of 6 years from the end of the relevant tax year. This is required by HMRC (His Majesty’s Revenue and Customs) for tax and accounting audits.
- Comments: If you leave a comment, the comment and its metadata are retained indefinitely so we can recognise and approve any follow-up comments automatically.
- Marketing Data: If you sign up for our mailing list, we retain your email until you unsubscribe.
6. Your Rights Over Your Data (UK GDPR)
Under UK GDPR, you have the right to request:
- Access: You can request a copy of the personal data we hold about you.
- Rectification: You can ask us to correct any inaccurate or incomplete data we hold about you.
- Erasure (Right to be Forgotten): You can ask us to erase any personal data we hold about you. Note that this right does not include data we are obliged to keep for administrative, legal, or security purposes (such as the 6-year tax record).
- Restriction or Objection: You can object to the processing of your data for certain purposes.
To exercise any of these rights, please contact us at me@mralexsir.co.uk.
Refund & Returns Policy
This policy outlines your rights and responsibilities regarding purchases made from MrAlexSir Makes Stuff.
1. Custom and Personalised Items (Non-Returnable)
Due to the unique and custom nature of our laser-engraved and 3D-printed products, we cannot accept returns or exchanges for any item that has been personalised with text, names, or specific colour choices, except in the specific circumstances detailed below.
2. Conditions for a Full Refund or Replacement
We are committed to quality and compliance. We will offer a full refund or a replacement if the item meets one of the following criteria:
- A. Mistakes Made by MrAlexSir Makes Stuff: If the product does not match the specifications outlined in your order due to an error on our part (e.g., incorrect spelling, wrong colour, or design error that deviates from your order notes), we will correct the mistake.
- B. Items Broken or Damaged in Transit: If your item arrives broken or damaged during shipping, you must contact us within 48 hours of delivery. Please provide clear photographs of the damage to the item and the packaging so we can process a replacement or refund.
- C. Items Lost in Transit: Under the Consumer Rights Act 2015, we are responsible for your order until it is successfully delivered to you. If your order has not arrived, please contact us immediately.
- When an item is considered Lost: As a Royal Mail Business Account holder, an item is officially deemed “lost” only after 10 working days have passed from the due date of delivery, in line with their compensation policy.
- Resolution: If your order is confirmed as lost after this period, we will promptly offer you a full refund or a replacement item.
- Our Claim Process: We manage all compensation claims directly through the Royal Mail Business Account Claims Centre. The customer is not required to take any action regarding this claim.
3. Client Errors and Order Cancellations
- A. Mistakes Made by the Client (No Refund/Replacement): We cannot offer a refund or replacement if the error was made by the client during the ordering process. You are responsible for proofreading all personalisation requests before submission. This includes, but is not limited to:
- Errors in spelling or capitalisation provided in the personalisation notes.
- Selecting the wrong colour, letter, or option during checkout.
- Providing an incorrect delivery address.
- B. Order Cancellations (24-Hour Window): You may request to cancel your order for a full refund under the following condition: Cancellation must be requested within 24 hours of placing the order. After 24 hours, personalisation and engraving may have already begun, and cancellation may not be possible.
4. Return Shipping Costs and Process
Return Shipping Costs (For Exceptions Only): If we request you to return an item to us due to a mistake made by MrAlexSir Makes Stuff, we will provide you with a prepaid shipping label or fully reimburse the cost of the return postage. You will never be responsible for shipping costs for returning defective items or items sent to you in error.
5. How to Initiate a Claim or Cancellation
To request a refund, replacement, or cancellation, please email us immediately at me@mralexsir.co.uk and include:
- Your Order Number
- A clear description of the issue or damage
- Required: Photographs of any damage (for damaged claims)
Shipping Policy
We aim for complete transparency regarding delivery. Our products are custom-made, which affects the total delivery timeline.
1. Delivery Time Breakdown
Total delivery time is calculated by combining the Handling Time (making the item) and the Transit Time (shipping).
| Component | Definition | Estimated Timeframe |
|---|---|---|
| Handling Time (Production) |
The time required to receive the order, engrave/assemble your custom product, and package it for dispatch. Packaging: All items are securely wrapped in a bubble-wrapped jiffy bag or secure box. |
3–5 Working Days |
2. Domestic Shipping (UK Only)
We use Royal Mail Tracked 24 for domestic orders to ensure reliability and tracking. Prices are based on the size and weight of your bespoke items:
| Format | Maximum Size & Weight | Examples | Cost to Customer |
|---|---|---|---|
| Large Letter | Max 1kg L 35.3cm x W 25cm x D 2.5cm |
Magazines, CDs and DVDs | from £3.65 |
| Small Parcel | Max 2kg L 45cm x W 35cm x D 16cm |
Handbags, shoes and board games | from £4.45 |
| Medium Parcel | Max 20kg L 61cm x W 46cm x D 46cm |
Heavy or bulky items | from £6.25 |
- Estimated Total UK Delivery: You can expect to receive your order within 4–6 Working Days from the date of purchase.
- Tracking: You will receive a dispatch email that includes your Royal Mail tracking number.
- Delivery Aim: While Royal Mail aims to deliver Tracked 24 the next working day, this is an aim, not a guarantee.
- Free Shipping: We offer complimentary Royal Mail Tracked 24 shipping on all orders over £50.00.
3. International Shipping
Shipping internationally is by prior consideration only as additional shipping costs are incurred from Royal Mail. Everything will be agreed and paid before production commences. Please contact us directly if you require international delivery.
4. Shipping Address Responsibility
It is the buyer’s responsibility to ensure the shipping address is entered correctly at checkout. We are not liable for packages shipped to incorrect addresses provided by the customer.