1. About these terms
These terms apply when you use familymade.co.uk or buy a personalised print from Family Made. You can contact us at contact@familymade.co.uk. Our postal address is The Groves, Bristol, BS13 0AF, United Kingdom.
By placing an order, you confirm that you have read and accepted these terms. Nothing in these terms limits rights that cannot legally be excluded, including your rights when goods are faulty, not as described or not fit for purpose.
2. Our personalised prints
Family Made creates physical personalised family prints in A4 and A3 sizes, plus a high-resolution A3 PNG digital download. The available format, orientation, personalisation options, delivery destination and total price are shown before you pay.
Every print is created from the people, pets, names, wording, colours and other choices you provide. Please check spelling and all personalisation carefully before you pay. We are not responsible for errors in customer-supplied information, although we will try to help where possible.
Colours may vary between screens, printers, paper and production batches. Previews are illustrative; your finished print will reflect the options confirmed with your order.
3. Prices and payment
Prices are shown in pounds sterling. Family Made is not registered for VAT, so VAT is not charged. The total price and delivery charge are shown before you submit payment.
Mainland UK delivery is free. Delivery is £2.99 for Northern Ireland, Guernsey, the Isle of Man and Jersey, and £4.99 for the European destinations offered at checkout.
Payment is processed by Stripe. We do not receive or store your full card number. An order is accepted when payment has been authorised and we confirm the order or begin fulfilment.
4. Delivery and fulfilment
We deliver only to destinations offered at checkout. We will make a physical print after payment and send it to the delivery address supplied at checkout. For a gift, provide the recipient’s name and delivery address; your own name and email remain attached to the order and receipt. Please check all details carefully.
Digital downloads are supplied as a private high-resolution A3 PNG link by email after payment. If you choose to send a digital gift directly, we use the recipient email address you provide. Digital downloads are available worldwide and do not incur a delivery charge.
We aim to deliver physical prints within 3–5 working days. This is an estimate, not a guaranteed delivery date. If a parcel is delayed, damaged or appears lost, contact us promptly at contact@familymade.co.uk so we can investigate with the delivery provider.
For deliveries outside the UK, you are responsible for any import duties, customs charges or destination-country taxes that are imposed after dispatch, unless checkout expressly says otherwise.
5. Cancellation, returns and refunds
Each Family Made print is made to your specifications and is clearly personalised. For that reason, the usual change-of-mind cancellation right does not apply once we have begun production of your personalised print.
Before buying a digital download, you must expressly agree to immediate supply and acknowledge that you lose the usual 14-day cancellation right once your download begins.
This does not affect your rights if an item is faulty, damaged, not as described or otherwise does not meet the legal standards that apply. If there is a problem, email contact@familymade.co.uk with your order number, a description of the issue and photographs where useful. We will assess the issue and provide the remedy required by law, which may include a replacement, price reduction or refund.
Where a refund is due, we will issue it to the original payment method unless we agree another method with you.
6. Customer content
You confirm that you have permission to provide any names, messages and other content submitted for your print and that using it to make your order will not infringe another person’s rights. We may decline an order containing unlawful, abusive or infringing content and will contact you about an appropriate refund or alternative where required.
7. Website use and liability
We try to keep the website accurate and available, but we do not guarantee that it will always be uninterrupted, error-free or compatible with every device. We may update, suspend or withdraw parts of the website where reasonably necessary.
We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for losses that were not foreseeable or caused by events outside our reasonable control. Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot legally be excluded.
8. Complaints and changes
Please contact contact@familymade.co.uk first if something goes wrong so we can try to resolve it. These terms are governed by the law of England and Wales, subject to any mandatory consumer rights that apply where you live.
We may update these terms from time to time. The version displayed when you place an order applies to that order.