TERMS & CONDITIONS

Cancellation & Returns

These rights apply to our ready-made wall art. Personalised items made from your own photo work differently — see Personalised Products below.

Changing your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of the day you receive it. You do not need to give a reason.

To cancel, contact us before that period ends — an email is enough, and you may use the model cancellation form in the Regulations if you prefer. You then have a further 14 days to send the item back to us.

Please return items in their original condition and packaging. You are responsible for the cost of return postage when you are simply changing your mind, and for the item until it reaches us, so we recommend a tracked service. If an item's value has been reduced because it was handled more than was necessary to check it, we may deduct that reduction from your refund.

We refund within 14 days of receiving the item back, or of receiving proof that you have posted it if that is sooner, to the payment method you used. If you return your whole order, the refund includes the standard delivery charge you originally paid; the delivery charge is not refunded when only part of an order is returned.

Faulty, damaged or wrong items

If an item arrives damaged, faulty, or is not what you ordered, please contact us with a photograph and we will put it right. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject a faulty item for a full refund, and rights to a repair, replacement or partial refund after that. We pay the return postage on faulty or incorrect items, and these rights apply to personalised items too.

What cannot be cancelled

The 14-day right to change your mind does not apply to goods that are made to your specification or clearly personalised, which includes every item made from a photo you supply, "Your Photo, Your Style" designs and commissions. Your rights over faulty goods are unaffected.

Personalised Products

For personalised orders you are responsible for providing suitable photographs and accurate customisation details. We reserve the right to refuse any order containing inappropriate, offensive, or copyrighted material that we do not have the rights to reproduce.

Your photo

By uploading a photo you confirm that you own it or have permission to use it, and that everyone shown in it has agreed to appear on a printed product. You keep all rights in your photo. You give us permission to process it, create your design and print your order, and nothing more. We will not use your photo or your design in our own marketing unless you tell us we can.

What we cannot accept

Our image provider automatically refuses photos of well-known people, stills from films and television, and other copyrighted images. We may also refuse anything unlawful or obscene, or which we reasonably believe you do not have permission to use. If a photo is refused you are not charged, and you are welcome to try a different one.

Previews and proofs

The previews you see while designing are watermarked and at screen resolution. Printed items are produced from a higher-resolution version of the same design.

As soon as you have paid, we email you a proof automatically. Nothing is printed until you approve it. The layout, crop and style are as you chose them in the designer, so there are no revision rounds. Please check the proof carefully — the likeness, anything written in the photo itself, the style, the size and the format — and if something about the finish isn't right, reply to that email before approving and we will look at it.

Once you approve your proof, printing begins. The order cannot be cancelled for a change of mind once approved; your rights for faulty items are unaffected.

Cancellation and returns

Personalised items are made specifically for you from your own photo. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to your specification or clearly personalised are not covered by the usual 14-day right to cancel. This is exactly why we send you a proof to approve first.

You may cancel free of charge at any point before you approve your proof — simply reply to the proof email and we will refund you in full.

Your statutory rights are unaffected. If your item arrives damaged, faulty, or materially different from the proof you approved, contact us within 30 days and we will replace it or refund you.

Colour and canvas edges

Screens and printers reproduce colour differently, and canvas and paper take ink differently. Small variation between your on-screen proof and the printed item is normal and is not a fault.

On canvas orders the full design is printed on the front of the canvas, and the edges that wrap around the frame are a solid colour sampled from the edges of the design. Nothing from your design is lost around the sides.

Fees and availability

A £5 personalisation fee is included in the price of every personalised item and covers creating your design. It forms part of the item price and is refunded with it if you cancel before approving your proof.

The number of styles you can try per photo is limited, and the design tool may occasionally be unavailable if we reach our daily capacity. This does not affect any order you have already placed.

Commissions

Commissions (our custom services, such as Cartoonify Me or The Missing Moment) are made to your brief, so the 14-day right to change your mind does not apply to them. Your rights over faulty or incorrect work are unaffected.

Proofs and revisions

We send you a digital proof within 24–48 hours. Up to two rounds of revisions are included in the price; further changes can be quoted separately, and we will agree any cost with you before making them. Once you approve your proof, the commission cannot be cancelled for a change of mind; your rights for faulty items are unaffected.

Commissions that include digital files

Where a commission includes digital files (on their own or with prints), at checkout you ask us to start work and supply your files straight away, and you acknowledge that you lose your right to cancel once they have been supplied. We confirm this in your order confirmation email.