Shop FAQ, Policies and Contact

Get in touch? If you have any questions about your order or for all other enquiries,
Email:
kiaora@karenwilde.art

Privacy, Shipping and Returns Policy.

RETURNS AND REFUNDS:

-Please make contact within 7 days to inform Karen Wilde Art of your reason for return. Returns must be made within 14 days of receiving goods.
-All associated return shipping costs are the responsibility of the buyer.
-Karen Wilde Art accepts no responsibility for items that go missing or are damaged upon return of the buyer (buyer is responsible for making sure any returned items are well packed, tracked and/or insured at buyers’ cost).
-Goods will need to be fully inspected prior to any refunds and Karen Wilde Art has the right to refuse a refund if the goods are not in the same condition as originally sent.

COURIER DAMAGE OR LOSS:

-All efforts are taken to ensure goods are extremely well packed for the courier, in the unlikely event of your order arriving damaged please make contact within 3 days of receiving goods.
-Karen Wilde Art reserves the right to inspect both the packaging and goods. (DO NOT throw out the packaging – please photograph any package damage before opening as this helps with any courier claims).
-You may be asked to provide photographs of both packaging and damaged goods to start an investigation with the courier company.
-You may be asked to return the item for inspection, this will be dealt with on a case-by-case basis.
-It may take some time for the courier company to complete their investigation, the buyer agrees to comply with all requests and wait for the courier’s final determination before receiving refund approval.
-Once approved, a full refund will be issued via the same method as the buyer’s original payment.*
*No refunds or credits will be offered for missing parcels if the goods are marked as ‘delivered’ and the buyer will need to contact their local courier department or report a theft through their local police. Once marked as delivered the contract between seller and buyer is considered complete.

RESTRICTED ‘NO SELL’ COUNTRIES:

-Due to certain packaging/legal restrictions or high-risk/unwanted associations, Karen Wilde Art does not deliver to the following countries:
-*GERMANY, *GREECE, *FRANCE, RUSSIA and NIGERIA.
-Karen Wilde Art reserves the right to CANCEL your order. They also reserve the right to include other destinations, not on this list, should they feel the sale is too risky for their practice.
*Wilde applauds the EU packaging restrictions in an effort to reduce waste, however, her packaging is not licensed approved. Instead, Wilde uses ‘recycled packaging’ where possible (which can include recycled plastic bubble-wrap). Unfortunately, this doesn’t comply with certain countries EU packaging regulations.

FEEDBACK AND SERVICE:

-Please contact Karen via email should you have any problems with your order for the opportunity to help: kiaora@karenwilde.art

DELIVERY AND PRODUCTION TIMES:
-All goods advertised are ready for immediate dispatch within 1-2 days of receiving payment (unless stated otherwise or commission-based orders).
-Delivery times will vary based on location with estimates of the following:
New Zealand (local), 5-10 working days
Australia, 1-3 weeks (buyers are responsible for any import/customs taxes at their end)
Worldwide, 3-6 weeks. (buyers are responsible for any import/customs taxes at their end)
-Note, subject to any shipping delays due to the ongoing and evolving pandemic, please allow extra time for deliveries but make the initial contact if your order hasn’t arrived after the suggested above timeframe.

PRIVACY POLICY

Information Collected:
-To fulfil your order, you must provide Karen Wilde Art with certain information (which you authorised to provide), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering.
-You may also choose to provide additional personal information (for a custom order, for example), if you contact Karen Wilde Art directly.

Why Your Information is Needed and How it’s Used:
-Karen Wilde Art relies on a number of legal bases to collect, use, and share your information, including:
-As needed to provide services, such as when Karen Wilde Art uses your information to fulfil your order, settle disputes, or provide customer support.
-If necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
as necessary for the purpose of legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving services. Karen Wilde Art uses your information to provide the services you requested and in legitimate interests to improve those services; and 2) Compliance with associated payment providers and Terms of Use.

Information Sharing and Disclosure:
-Information about Karen Wilde Art’s customers is important to their business. They share your personal information for very limited reasons and in limited circumstances, as follows:
-Service providers. Karen Wilde Art engages certain trusted third parties to perform functions and provide services to their shop, such as delivery companies. They will share your personal information with these third parties, but only to the extent necessary to perform these services.
-Compliance with laws. Karen Wilde Art may collect, use, retain, and share your information if they have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of Karen Wilde Art’s customers, or others.

Data Retention:
-Karen WIlde Art retains your personal information only for as long as necessary to provide you with services and as described in this Privacy Policy. However, they may also be required to retain this information to comply with legal and regulatory obligations, resolve disputes, and enforce agreements.
-They generally keep your data for the following time period: 4 years.

Your Rights:
-If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. These rights are described below:
-Access. You may have the right to access and receive a copy of the personal information held about you by contacting Karen Wilde Art using the contact information below.
-Change, restrict, delete. You may also have rights to change, restrict the use of, or delete your personal information. Absent exceptional circumstances (like where Karen Wilde Art is required to store data for legal reasons) they will generally delete your personal information upon request.
-Object. You can object to (i) processing of some of your information based on Karen Wilde Art’s legitimate interests and (ii) receiving marketing messages from Karen Wilde Art after providing your express consent to receive them. In such cases, Karen Wilde Art will delete your personal information unless they have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
-Complain. If you reside in the EU and wish to raise a concern about the use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.

How to Contact Karen Wilde Art:
-For purposes of EU data protection law, I, Karen Wilde, am the data controller of your personal information. If you have any questions or concerns, you may contact me via email at kiaora@karenwilde.art

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