Terms & Conditions

This website, found under the www.illustries.com URL, is operated by Illustries Ltd. References to Illustries Ltd and ‘we’, ‘us’ and ‘our’ shall be deemed to be references to Illustries Ltd. References to ‘you’, and ‘your’ shall be deemed to be references to person placing an order via the www.illustries.com website.

You must be over 16 to place an order with us. When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions. If you are unhappy with any part of these terms and conditions, you should contact us before placing an order with us either by phone on 0845 468 1610 or by emailing hello@illustries.com or by post at the address given below.
By placing an order through our website you are making an offer to Illustries Ltd to purchase the goods outlined in your order upon the terms described in your order.

When you place an order, we will require your name, email address, credit/debit card, phone and address details. This information is required in order to process your request or inform you of acceptance of our order. A contact phone number is needed so that we can get in touch if there is a problem with your order. We may, unless you inform us otherwise, provide our couriers with your contact phone number in case they need to reach you to arrange the delivery of your order.

After placing an order online, we will provide you with confirmation that your order has been received but this is not confirmation that your offer to buy the items has been accepted. Our contract for the sale of our products will only exist once an order has been accepted, processed and dispatched to you.
Please note that we will not be able to meet any obligations as a result of the following reasons:

  • If the product you ordered is out of stock
  • We are unable to authorise your payment
  • If it is identified that there is a product description or pricing error
  • If customers do not reach any order criteria outlined in the Terms & Conditions
  • If our delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.

Should there be an issue with your order, we will contact you either by phone or email. Please ensure that you check all items on receipt, as faulty or damaged items must be reported within eight working days of receiving the parcel.

Illustries Ltd reserve the right to reject any offer of purchase by you at any point. Please note that whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from the Illustries Ltd website.

When placing an order you will automatically be added to our mailing list. However should you wish to not receive mailings, please inform our Customer Services team and they will remove you from our list.

Product Pricing & Descriptions
Every product bought is sold subject to its product description which outlines any further specific conditions that relate to that product including, without restriction, terms and conditions that regarding approximate delivery dates/times, warranties, after-sales support and guarantees.

We undertake all reasonable care to ensure that all the details, prices and descriptions of website products are accurate at the time when the appropriate information was entered onto our system. Whilst we endeavour to keep the website as up-to-date and accurate as is possible, there may be rare occasions when the information on the website (including product descriptions) at a certain time may not reflect the position exactly at the point an order is placed. Please note that we are unable to confirm the price of a product until your order is accepted in line with our order acceptance conditions.

Delivery timescales for your product are listed with the product details. Generally, we aim to deliver unpersonailsed orders within 3-5 working days of receipt of payment. Personalised orders will be delivered within 5 weeks of client approval.

Contract Cancellation
If you are not happy with products you have chosen and received, you are entitled to cancel this contract if you so wish under the Distance Selling Regulations, provided you exercise your right no longer than eight working days after the day on which you receive the products (excluding made to order/personalised items). Please note however that we pride ourselves on our commitment to the highest levels of customer service and will consider cases on a case by case basis, subject to the situation, after this period.
Should you wish to cancel your order prior to dispatch, please contact us on 0845 468 1610 or email hello@illustries.com. Alternatively, you can inform us by posting the notice to our address below. If your order has already been dispatched we will be more than happy to offer you an exchange or, if you wish, a refund provided that the products are returned complete and in a reasonable condition. Where possible we would ask that you return the items with the original packaging. With the exception of faulty items or goods damaged in transit, please note that we are not responsible for return postage. Where goods are delivered to a third party you will need to be able to return the goods you ordered to us to be able to exercise this right.

Returns Policy & Making Returns
In the unlikely event that a parcel arrives damaged or faulty or you wish to return it, you must contact us within 8 working days of receiving the parcel by email at hello@illustries.com. Please note that all items need to be returned within 30 days complete and in a reasonable condition and that personalised/made to order products may not be returned unless faulty. Where possible we would ask that you return the item(s) with the original packaging. This does not affect your statutory rights.

With the exception of faulty items or goods damaged in transit, please note that we are not responsible for return postage and the costs associated with this. Once you have contacted us, we would recommend that you obtain a Certificate of Posting in case for whatever reason the parcel fails to reach us.

Disclaimer & Limitations of Liability
Illustries Ltd does not look to exclude or limit liability for personal injury or death arising from its negligence or that of its employees, agents, members or directors or for any misrepresentation that is fraudulent.
To the utmost extent allowed by law and save as provided above, neither Illustries Ltd nor any linked company shall be liable to you by reason of any representation, or any implied condition, guarantee, or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of Illustries Ltd or any of its employees, agents, members or directors or otherwise) for any indirect special or resultant loss or damage (including but not limited to loss of profit or loss of saving), expenses, costs, or other claims for compensation whatsoever which arise out of or in connection with the use of the Illustries Ltd website, the supply of the products or their use of resale by you).

These limitations of liability, as outlined here, shall apply equally for the benefit of Illustries Ltd and any other linked company as if references to Illustries Ltd included references to each linked company.
Whilst we try and do everything reasonable to try and keep the information on this website up-to-date and correct, Illustries Ltd do not give any warranty to its completeness or correctness and Illustries Ltd cannot be held responsible for any omissions, errors or for any resulting implications from the use of this information.

Illustries Ltd make all reasonable effort to ensure a reliable and fast service but we do not guarantee that you that your use of this website will be free from interruption or errors and cannot be held responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto computer systems.
In addition, Illustries Ltd cannot be held responsible or liable for your use of any websites that are accessible from this website as we do not have any control or responsibility for these. Any such links should not be viewed as an endorsement or an affiliation with Illustries Ltd.

Copyright & Trademark
All the content of the pages on the website (including pictures, logos, photographs, copy and other materials) represent the copyright or registered trademark of Illustries Ltd or its technology providers or their respective owners. ALL RIGHTS RESERVED. The modification, copying, circulation, reproduction, or incorporation of into any other work of part of or all of content available on the Illustries Ltd site is forbidden, with the exception of:

Copying, printing (solely one copy) or downloading extracts of the content of the website for the sole purpose of using the website in good faith for placing an order with Illustries Ltd or for non-commercial purposes.

The complete liability of Illustries Ltd under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions.

Illustries Ltd will not be liable to you or be deemed to be in breach of these terms and conditions or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control.

Illustries Ltd may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific written permission of Illustries Ltd.

No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.

Territory and Law
The use of this website and these Terms and Conditions are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights.

This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.

Additional Terms and Conditions relating solely to Bespoke and Personalised products

Obligations of Illustries Ltd
Illustries Ltd will supply the bespoke or personalised product ordered no later than 5 weeks after receiving client photographs and all other information required to create the product. Any delays from the Customer may result in delivery timescales being adjusted or in non-delivery, for which Illustries cannot be held responsible. Illustries will make every effort to contact and subsequently interview those persons the Customer and Illustries agree will be interviewed to create the product, but accept no responsibility for any content that cannot be completed due to unavailability/lack of response from those persons.

Illustries will create the bespoke product, and an electronic proof will be created with all text and images in place. This will be issued to the Customer, and corrections and minor adjustments can be made at this stage (pagination and page layout are fixed elements). A final electronic proof will be issued along with a sign off document. When approval is received the product will be printed. Illustries accepts no liability for any errors or mistakes that are not highlighted by the Customer before the product is printed.

Client Obligations
The client will supply high-resolution digital photography and all other information required to create the bespoke or personalised product, along with contact information for those persons the Customer and Illustries agree will be interviewed to create the product, if required. The Customer will also be available for interviews. The Customer will review the electronic proof documents at appropriate points, will submit changes in writing, and will approve the product in writing (email is acceptable) prior to print.

Fees and Payment
A non-refundable fee is required at the time of ordering. Cancellations in writing can be accepted up to six weeks before the wedding with no further charge. If notice is given between two weeks and five weeks before the wedding, 25% of the remaining balance is due. If notice is given within two weeks of the wedding, 50% of the remaining balance is due. As the product is created specifically for the Customer, no cancellations can be accepted once work has commenced.

It is the responsibility of the Customer to obtain agreement from their wedding photographer and any other persons providing images or text for their product. By submitting images or text to Illustries for inclusion in your product you are deemed to have copyright permission and agreement to reproduce those images or texts in a product to be produced by Illustries Ltd. Illustries retains full copyright of the product when produced. All text, graphics and design styles remain the property of Illustries Ltd.

Our Details
Illustries Ltd, Copthall House, 1 New Road, Stourbridge, West Midlands, DY8 1PH.

0845 468 1610


Additional Terms and Conditions for Giveaways on Facebook

General Terms and Conditions:

Comment on the relevant Illustries Facebook post following the instructions in the post for the chance to win the prize stated. Illustries reserves the right to substitute the prize above for another prize of the same value should the prize be unavailable.

By entering the prize draw, you agree that you have read and understood these terms and conditions and that they will apply to and govern your entry. All entrants, particularly the winners, may be asked to take part in PR and advertising. This may include interviews and picture requests for media usage. Entrants may decline this request. (Images supplied must be given with written permission from the photographer for usage).

To be eligible to win the prize, participants must have commented or shared an image on the relevant Illustries Facebook post  between the dates and times stated. Participants cannot comment on any other post to win the prize. Entry is free, no purchase is necessary.

The Prize draw/giveaway winner will be contacted by a comment/tag on the same post on the closing date stated. The winner must respond and supply their requested details within 2 working days via direct message to accept the prize in order for it to be delivered.

Please allow up to 10 days for delivery. If the required information isn’t supplied by the winner drawn within 2 working days, we will redraw a winner.

You must be 18 years or over to enter the giveaway. The winner will be randomly drawn from all eligible entries by received by the closing date, and no correspondence will be entered into.

The winner must contact Illustries to accept the prize as stated in the terms above. If the prize is not accepted then Illustries have the right to choose another winner until the prize is accepted. Should timings not allow, then Illustries may withdraw the prize if the winners contacted do not respond within the reasonable timings allowed as stated above.

Illustries reserves the right at any time to cancel, modify or supersede the prize/giveaway at their sole discretion should the prize/giveaway draw not be capable of being conducted as specified.

The winner must be the authorised email account holder of any email addresses indicated when requested.

The Promoter and its associated agencies and companies accept no liability for any loss, expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with the Promotion and/or prizes, other than such liability that cannot be excluded by law including death or personal injury caused by negligence, where liability shall be limited to the minimum permissible by law.

Entries that are not completed before the closing date and time stated or due to technical errors will not be accepted. This includes a communications line failure, regardless of cause, with regard to any equipment, Facebook, systems, networks, lines, satellites, servers, computers or providers utilised in any aspect of this Promotion, inaccessibility or unavailability of the internet or the website or any combination thereof through dial up, mobile phone, broadband, mobile internet or WAP connections. You may enter only once. Only one prize per household. Any entries that use defamatory obscene or offensive language will be disqualified. Entrants must supply full details as required and comply with all rules to be eligible for the prize. Ineligible entries, automated entries and those made fraudulently will be disqualified.

The giveaway and prize draw is open to residents of the UK only who are fans of Illustries on Facebook.

Employees of Illustries and anyone directly connected with the planning or administration of the competition are not eligible to enter. The entry instructions form part of the rules. By entering, entrants agree to accept and be bound by the rules. No purchase necessary. The winner will be selected at random and that decision is final and no correspondence will be entered into. A list of winners will be available after the closing date by sending a SAE to the competition address. Illustries Ltd, Dock Cottage, Bullo Pill, Newnham, GL14 1ED.

Entrants that take part in this prize draw/giveaway, Illustries will not share your data with 3rd parties.

This promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook.
Entrants should be aware that they are providing information to Illustries and not to Facebook.
Promoter: Illustries Ltd, First Floor, Copthall House, Stourbridge, DY8 1PH