Terms of service

Welcome to Thorne & Finch.

These Terms of Service apply when you visit our website, use our online store, place an order, upload content, request artwork, purchase a product, or otherwise interact with us.

Please read these Terms carefully before using our website or placing an order. By using our website or placing an order, you agree to these Terms of Service, together with any policies linked from this page, including our Privacy Policy, Refund Policy, Shipping Policy and Cookie Policy.

If you do not agree to these Terms, please do not use our website or place an order.

1. About Thorne & Finch

This website is operated by Thorne & Finch.

Our business details are:

Trading name: Thorne & Finch
Email: hello@thorneandfinch.com

If you have any questions about these Terms of Service, your order, or our products, please contact us at hello@thorneandfinch.com.

2. What we sell

Thorne & Finch creates personalised artwork, prints, portraits, framed prints and related made-to-order products.

Our products may include, but are not limited to:

  • personalised pet portraits;

  • personalised family, couple or individual portraits;

  • home, house or location portraits;

  • memorial or remembrance prints;

  • wedding, anniversary, baby or occasion prints;

  • text-based, name-based or date-based prints;

  • framed prints, unframed prints, posters, canvases or other personalised gifts;

  • other personalised artwork or print products we may offer from time to time.

The specific product you are purchasing will be described on the relevant product page at the time you place your order.

Because our products are personalised and made to order, the final artwork and finished product may vary from examples shown on our website, social media, advertising, product pages or gallery.

3. Product images and colour accuracy

We make every effort to display our products accurately. However, colours, brightness, contrast, paper tone, frame appearance, print finish and product details may vary slightly depending on your device, screen settings, lighting, print process, supplier availability and natural manufacturing differences.

Product images, lifestyle images and mockups are provided for illustrative purposes. They are intended to show the style, quality and presentation of our products, but they may not exactly match the final item you receive.

Frames, mounts, print finishes, materials and packaging may vary slightly between batches, suppliers or product ranges. Any such variations will not affect your statutory rights.

4. Personalised orders

When you place a personalised order, you are responsible for making sure that all details you provide are accurate, complete and suitable for the product ordered.

This may include:

  • uploaded photos or reference images;

  • names, dates, locations, wording or messages;

  • spelling, punctuation and capitalisation;

  • artwork style or design choice;

  • product size, format, frame and colour options;

  • special instructions;

  • your email address;

  • your delivery address.

We are not responsible for errors caused by incorrect, incomplete, low-quality or unclear information supplied by you.

If you notice a mistake after placing your order, please contact us as soon as possible at hello@thorneandfinch.com. We will do our best to help, but we cannot guarantee that changes can be made once artwork has started, artwork has been approved, or the order has been sent to print.

5. Customer Content and upload rights

In these Terms, “Customer Content” means any photo, image, name, wording, message, date, location, instruction, reference material, review, video or other content you upload, submit, send to us, or provide in connection with an order.

By uploading, submitting or sending Customer Content to us, you confirm that:

  • you own the content or have permission to use it;

  • you have the right to provide it to us;

  • our use of it to create and fulfil your order will not infringe anyone else’s rights;

  • the content does not breach copyright, privacy, data protection, publicity, moral, trademark or other legal rights;

  • the content is not unlawful, abusive, hateful, obscene, threatening, defamatory or otherwise inappropriate.

If your Customer Content includes another person, you confirm that you have their permission to use their image for the purpose of creating the personalised product. If the image includes a child, you confirm that you are the parent or legal guardian, or that you have permission from the parent or legal guardian.

You grant Thorne & Finch a limited licence to use Customer Content for the purpose of creating your artwork, preparing previews, processing revisions, producing your order, providing customer support, fulfilling your purchase, handling returns or claims, and improving our services.

We may refuse to create artwork from any Customer Content that we believe is unlawful, offensive, inappropriate, harmful, misleading, poor quality, technically unsuitable, or likely to infringe the rights of another person.

6. Artwork style and creative interpretation

Our products involve artistic interpretation.

Where we create personalised artwork from Customer Content, the finished artwork may not be an exact copy of the original photo, image or reference. The result may be adapted to suit the selected product, artwork style, layout, colour palette, print size, frame option or production method.

Examples shown on our website are intended to represent the general style and quality of our work, but every personalised product is unique.

For image-based artwork, the quality of the final result may depend on the quality, clarity, lighting, angle and detail of the image you provide. We may contact you to request a better image if we believe the original image is unsuitable.

7. Artwork previews

For personalised artwork products, we provide an artwork preview before printing unless the product page clearly states otherwise.

The purpose of the preview is to allow you to review the artwork before it is sent to production.

You should check the preview carefully, including:

  • likeness and overall appearance;

  • names, wording, dates and spelling;

  • layout and composition;

  • colours and background;

  • selected product, size and frame option;

  • any requested personalisation details.

Screens and devices can display colours differently, so the printed result may vary slightly from the digital preview.

8. Revisions before printing

We offer unlimited revisions before printing so that your artwork can be adjusted before it is approved for production.

Revision requests must be reasonable and related to the product ordered.

Examples of reasonable revision requests may include adjustments to:

  • colours;

  • layout;

  • background;

  • name or text spelling;

  • small artwork details;

  • overall likeness;

  • selected personalisation details.

We may refuse or limit revision requests where the request is abusive, excessive, impossible to complete, outside the scope of the product purchased, unrelated to the original order, or would require creating an entirely different product, subject, style or design.

Unlimited revisions apply before the artwork is approved and before the order is sent to print. They do not apply after production has started.

9. Artwork approval

Your order will not usually be sent to print until your artwork has been approved.

Once you approve your artwork, you confirm that you are happy for the approved version to be printed. You are responsible for checking the preview carefully before approval.

After artwork approval, we may be unable to make further changes. This includes changes to spelling, artwork, layout, subject, product size, frame choice or delivery details.

If you approve artwork that contains an error which was visible in the preview, we may not be responsible for replacing or refunding the item unless the final product differs from the approved artwork, is faulty, damaged, misprinted, not as described, or your statutory rights apply.

10. Delayed approval or no response

We may contact you by email to provide your artwork preview, request feedback, confirm revisions, or ask for approval.

You are responsible for checking your inbox, spam folder and any other relevant email folders.

If we do not receive a response from you within a reasonable period, this may delay your order. In some cases, we may place your order on hold until we receive your feedback or approval.

We are not responsible for delays caused by late customer responses, missed emails, incorrect email addresses, or delayed artwork approval.

11. Love It Guarantee

Our Love It Guarantee means we offer unlimited revisions before printing so your artwork is exactly how you want it.

If you are not happy with your artwork preview, contact us before approving it and we will work with you to make reasonable revisions.

If you are still not happy with the artwork before it is printed, we may offer a refund before production begins.

Once you approve the artwork and your order is sent to print, the order becomes a personalised made-to-order item and can no longer usually be cancelled, changed or refunded unless the item is faulty, damaged, misprinted, not as described, does not match the approved artwork, or your statutory rights apply.

12. Order acceptance

When you place an order, you are making an offer to purchase from us.

Your order is accepted when we confirm the order by email, begin processing your order, create your artwork, or otherwise confirm acceptance.

We reserve the right to refuse, cancel or limit an order where necessary. This may include situations where:

  • a product is unavailable;

  • there is an error in product information, pricing or availability;

  • payment has not been authorised;

  • we suspect fraud, misuse or unlawful activity;

  • Customer Content is unsuitable;

  • we are unable to fulfil the order for reasons outside our reasonable control.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item.

13. Prices and payment

Our store’s base currency is pounds sterling (GBP). Depending on your location and the settings available on our website, prices may also be displayed in other currencies, including US dollars (USD) and euros (EUR).

Prices shown in currencies other than GBP may be converted from GBP using exchange rates, rounding rules, payment-provider settings or Shopify currency settings. These displayed prices may change from time to time due to exchange-rate movements, pricing updates or technical settings.

The price you agree to pay will be the total shown at checkout at the time you place your order, including any applicable delivery charges, taxes or other charges shown before payment.

Where a price is displayed in a local currency, your payment may still be processed, converted or settled in GBP or another supported currency depending on your payment method, payment provider, card issuer, location and checkout settings.

Your bank, card issuer or payment provider may apply exchange rates, foreign transaction fees, conversion fees or other charges. These charges are outside our control and are not included in the prices shown on our website unless expressly stated.

We may change prices at any time, but price changes will not affect orders already accepted.

Payment must be received and authorised before we process your order.

You confirm that the payment method used belongs to you or that you have permission to use it.

If we issue a refund, we will usually refund the amount paid using the original payment method. We are not responsible for any difference caused by exchange-rate changes, bank fees, card issuer fees or currency conversion charges.

14. Discounts and promotions

We may offer discount codes, promotions, bundles or special offers from time to time.

Promotions may be subject to separate terms, including expiry dates, minimum spend requirements, product exclusions or one-use limits.

We may withdraw, amend or refuse a promotion where we reasonably believe it is being misused or where there has been an error.

Discount codes cannot usually be applied retrospectively after an order has been placed.

15. Cancellations

Because our products are personalised and made to order, cancellation rights may be limited once custom work has started.

You may contact us to request a cancellation before your artwork has been created, approved or sent to print. We will do our best to help, but cancellation is not guaranteed once we have started work on your personalised order.

Once your artwork has been approved or your order has been sent to print, we may be unable to cancel, change or refund the order unless required by applicable consumer law.

This does not affect any rights you may have under applicable consumer law.

16. Returns and refunds

Because our products are personalised and made to order, they usually cannot be returned or refunded simply because you have changed your mind.

If you believe there is an issue with your order, please contact us at hello@thorneandfinch.com as soon as possible so we can review it.

Where required by applicable consumer law, or where we determine that an appropriate remedy is due, we may offer a replacement, reprint, refund, partial refund, store credit or another suitable solution depending on the circumstances.

We may ask you to provide photos of the product, packaging, delivery label or issue so that we can investigate the matter with our print, fulfilment or delivery partners.

For full details, please see our Refund Policy.

17. Delivery

Delivery estimates are provided as guidance only and are not guaranteed unless we expressly state otherwise.

Your order timeline may include:

  1. order processing;

  2. artwork creation;

  3. customer review and revisions;

  4. artwork approval;

  5. printing and fulfilment;

  6. dispatch and delivery.

The overall delivery time may depend on how quickly you respond to artwork previews or revision requests.

We are not responsible for delays caused by incorrect delivery information supplied by you, delayed artwork approval, courier disruption, severe weather, customs delays, supplier disruption, or events outside our reasonable control.

If your parcel is delayed, lost or damaged in transit, please contact us at hello@thorneandfinch.com so we can investigate and help resolve the issue.

18. Incorrect delivery information

You are responsible for providing a complete and accurate delivery address.

If you provide an incorrect or incomplete delivery address, your order may be delayed, returned, lost or delivered to the wrong location.

If an order is returned to us or our fulfillment partner due to incorrect delivery information, we may ask you to pay additional delivery or production costs before the order is resent or replaced.

19. International orders

We may use local or regional fulfilment partners where available. In many cases, this means orders can be produced closer to the delivery destination.

However, some international orders may still be subject to customs duties, import taxes, local taxes, handling fees or other charges depending on the destination country, fulfilment location and local rules.

Unless expressly stated otherwise at checkout, any such charges are the customer’s responsibility.

International delivery times may vary due to customs, local carriers, import processes or other factors outside our control.

20. Third-party platforms and service partners

Our store is hosted by Shopify, which helps us provide our online store and checkout.

We may work with trusted third-party platforms, suppliers and service partners to help operate our business, process payments, create artwork, prepare designs, produce products, frame products, fulfil orders, deliver parcels, send emails, provide customer support, run analytics and improve our services.

Your purchase is made from Thorne & Finch. Our service partners help us provide our products and services, but they are not responsible for the contract of sale between you and Thorne & Finch.

21. Website access and availability

We try to keep our website available and working properly, but we do not guarantee that it will always be uninterrupted, secure or error-free.

We may update, suspend, withdraw or change any part of our website at any time.

We are not responsible if our website is unavailable for any period.

22. Acceptable use

You agree not to misuse our website or services.

You must not:

  • use our website for unlawful purposes;

  • upload harmful, offensive, abusive or infringing content;

  • attempt to interfere with the operation or security of the website;

  • introduce viruses, malware or other harmful technology;

  • scrape, copy, extract or misuse website content without permission;

  • impersonate another person or business;

  • submit false, misleading or fraudulent information;

  • use our website in a way that could damage Thorne & Finch, our customers, our suppliers or our service providers.

We may restrict or block access to our website if we reasonably believe it is being misused.

23. Intellectual property

All content on our website, including text, branding, product images, artwork examples, graphics, logos, photography, designs, layouts and other materials, belongs to Thorne & Finch or our licensors unless stated otherwise.

You may use our website for personal shopping purposes only.

You must not copy, reproduce, modify, distribute, publish, sell, licence or commercially exploit our content without our written permission.

When you purchase a personalised product, you are purchasing the finished product ordered. Unless we agree otherwise in writing, you do not purchase the copyright, commercial rights, source files, design files, templates, editing files, working files or underlying artwork process.

You may display and enjoy your purchased product for personal use, including in your home or as a personal gift.

You must not resell, reproduce, scan, copy, distribute or commercially exploit our artwork or designs without our written permission.

24. Customer content, reviews and social media

If you leave a review, send feedback, tag us on social media, submit a photo, or provide images or videos of your product, you confirm that the content is accurate, lawful and yours to share.

We will not use your Customer Content, finished artwork, review, name, image or video in our marketing unless you have given us permission, submitted it for that purpose, tagged us publicly, or otherwise agreed for us to use it.

Where you give permission, you allow Thorne & Finch to use, reproduce, display, edit and share that content on our website, social media, emails, advertising and other promotional materials.

You can contact us if you want us to stop using your submitted customer content in future marketing. We will take reasonable steps to remove it from future use, although it may not always be possible to remove content already printed, published, shared or used in live advertising.

25. Errors and inaccuracies

Occasionally, information on our website may contain errors, inaccuracies or omissions. This may relate to product descriptions, prices, promotions, delivery times, availability or other content.

We reserve the right to correct errors, update information, cancel orders or refuse orders where information is inaccurate.

If we cancel an order because of an error after payment has been taken, we will refund the amount paid for the cancelled item.

26. Privacy and cookies

Your personal information is handled in accordance with our Privacy Policy.

Our website may use cookies and similar technologies. For more information, please see our Cookie Policy.

By using our website, you acknowledge that you have read our Privacy Policy and Cookie Policy.

27. Our liability

Nothing in these Terms limits or excludes our liability where it would be unlawful to do so.

Subject to the above, we are not responsible for any loss or damage that is not foreseeable.

Our products are sold for personal, domestic and gift use only, unless we agree otherwise in writing. We are not responsible for business losses, including loss of profit, loss of revenue, loss of business, business interruption or loss of business opportunity.

Nothing in these Terms affects any rights you may have under applicable consumer law.

28. Events outside our control

We are not responsible for delays or failure to perform our obligations where this is caused by events outside our reasonable control.

This may include courier disruption, supplier issues, severe weather, strikes, technical failures, cyber incidents, natural disasters, pandemics, customs delays, changes in law, or other events we could not reasonably prevent.

If an event outside our control affects your order, we will contact you as soon as reasonably possible.

29. Changes to these Terms

We may update these Terms of Service from time to time.

Any changes will apply to future use of our website and to orders placed after the updated Terms are published.

The Terms that apply to your order will usually be the Terms in effect at the time your order is placed, unless a change is required by law or we agree otherwise with you.

If we make material changes to these Terms, we may take reasonable steps to bring those changes to your attention where required.

30. Governing law

These Terms of Service are governed by the laws of England and Wales.

If you are a consumer living in Scotland or Northern Ireland, you may also have the right to bring proceedings in your local courts.

31. Contact information

Questions about these Terms of Service should be sent to us at:

Thorne & Finch
Email: hello@thorneandfinch.com