Terms you can read before deciding.

HELD is the trading name shown throughout this website. Before live payment is enabled, the checkout and order confirmation must state the legal seller’s full name, geographical address, company number where applicable and VAT status.

Contact about a proposed or accepted order: studio@heldportraits.co.uk. These terms apply to consumer orders placed through this website for delivery in the United Kingdom.

Every portrait is created from the photograph you submit, using a disclosed AI-assisted process and one of our defined art directions. We do not describe it as hand-painted.

The free preview is reduced in resolution and may carry a watermark. A purchased physical piece uses the selected artwork without the preview watermark and is prepared for the product size stated in the order.

Small colour differences between a lit screen and pigment on textured paper are normal. The delivered work must still materially match the approved artwork and the product description.

The product, size, frame, glazing, inscription, quantity, delivery charge, taxes and total price are shown before payment. Check them carefully. An automated acknowledgement is not acceptance if a pricing or technical error prevents us from fulfilling the order.

A contract is formed when we send an order confirmation accepting the order. If we cannot accept it, we will explain why and return any payment taken.

We may pause an order to clarify an unreadable photograph, potentially infringing material, an unsafe inscription or an obvious mistake. We do not substitute a different product without agreement.

Prices are shown in pounds sterling. The checkout states whether VAT and delivery are included before payment. We do not add an undisclosed compulsory charge afterwards.

Payment is handled by the provider named at checkout. We do not ask you to send card details by email. If a payment is authorised but an order is not accepted, the authorisation is released or the payment returned.

Email us immediately to request a change or cancellation. If production has not begun, we will cancel the order and refund the amount paid.

The portrait is made to your specification from your photograph and choices. Once production has begun, the standard 14-day change-of-mind cancellation right does not normally apply to that personalised item.

This does not affect any right you have when goods are faulty, damaged, not as described or otherwise fail to conform to the contract. Read the separate returns and remakes page for the practical process.

The estimate shown before payment is repeated in the order confirmation. If no different time has been agreed, we will deliver without undue delay and within 30 days of the contract being made.

We remain responsible for the goods until they are delivered to you or a person you nominate. Tell us promptly about delay, loss or damage so we can investigate and provide the appropriate remedy.

A delivery estimate can change for events genuinely outside reasonable control. That does not remove rights you have if delivery is late or does not happen.

You must own the photograph or have permission from the rights holder to use it for this purpose. You must also have permission to include any personal information, private address or person visible in material you submit.

You keep ownership of your photograph. You give us a limited permission to analyse it, create the preview and ordered artwork, store it securely, make the purchased product and handle customer support. We do not gain the right to use it in advertising without separate permission.

Do not submit unlawful, abusive or infringing material. We may reject it and return any payment for an unfulfilled order.

You may display the physical piece for personal, non-commercial enjoyment or give it as a gift. Selling copies, licensing the image as a logo or using it for commercial property marketing requires written permission unless the product expressly includes those rights.

Nothing in these terms transfers rights in our brand, website, edition names, layouts, software or reusable art-direction system.

If the delivered product is faulty, damaged, incorrect or not as described, contact us with the order number and useful photographs. We will provide the remedy required by law, which may be a repair, replacement, price reduction or refund depending on the circumstances.

We do not exclude or limit responsibility that cannot lawfully be excluded, including responsibility for faulty goods or goods not as described. Your statutory rights are not affected.

Start by emailing studio@heldportraits.co.uk; most problems should be solved directly. We will provide any applicable complaint or alternative-dispute information before live trading begins.

These terms are governed by the law that applies where the UK consumer lives. Nothing here prevents a consumer using the courts available to them under mandatory consumer law.