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1: Questions about Price, Delivery & Ordering
How much are the Fantasy Portraits?
Artwork for all images costs £10, with the exception of a few examples which are marked at £5. This covers the cost of producing the artwork for one person or subject. If you require an image with more than one person there is an additional charge of £3.50 per person/subject within that image. So, for example, if you have two people in one image that would cost £13.50, or if you have one person and two pets that would cost £17. The price includes delivery via email to the address you provide at the point of ordering. This cost is for artwork only, which will be provided to you via email in high resolution jpeg format (300dpi).
How will my Fantasy Portrait image be delivered to me?
The artwork will be emailed to you at the address you provided at the point of ordering. If you ordered a print this will be sent to you in a protective envelope via Royal Mail.
How much is delivery?
Delivery of all gifts and items on the site is free of charge within mainland UK unless otherwise stated and with the exception of Next Day Delivery when that option is available. Orders for delivery outside the UK are welcome, but will incur additional postage costs.
How long will it take for my order to be dispatched?
Please see the information provided for each product, as turn around times vary from item to item - if it is likely that dispatch times will be longer than the advertised time, you will be advised of this prior to payment and you may then cancel or amend your order if you wish.
How long will delivery take? Why hasn't my parcel arrived?
Most items listed on the website are dispatched via 2nd class post, unless otherwise stated. Standard post, such as 1st or 2nd class post, cannot be tracked and there is no way of tracing where your parcel is in the delivery system once it has been dispatched. Royal Mail state that they “aim” to deliver 2nd class post within 3 working days, but it can often take longer than expected. If you believe your delivery is late, in the first instance do please let me know so that I am aware of what is happening. I am unable to class an item as lost or undelivered until 15 working days after dispatch, as there is still a chance of delivery taking place during this time. When you feel an item has been delayed (for example, after 7 working days have passed) please check with your local sorting office every two days to see if the parcel is being held there (you can find your local office by clicking here). In many cases, the parcels I dispatch are too large to be posted through a letter box, and if the postman is unable to deliver it is normal for a card to be left stating this. However, this doesn’t always happen and there is a chance that your parcel will have simply been taken back to the sorting office without you being notified. You can also check with your neighbours to see if they are holding your parcel - again, Royal Mail are supposed to put a card through your letter box to state that they have left a parcel with a neighbour, but they don’t always! If after 15 working days your parcel has still not arrived I will make a claim with Royal Mail and organise a replacement of your item to be sent to you. In my experience, it is extremely rare that a parcel has actually been lost - in most cases it does arrive, just later than expected. I understand that this can be inconvenient, but unfortunately once an item has been dispatched the delivery time is out of my control. However, please be assured that I will do all I can to help you and I will stay in contact with you until you have received your item.
I need my image, print or gift urgently - can you get it to me any quicker?
If you have an urgent deadline do get in touch and I'll see what I can do. I will try to accommodate last minute orders if I can!
My parcel has arrived damaged...
Thankfully this happens very rarely, but if your parcel has arrived in a damaged state please contact me straight away to let me know. I will take responsibility for contacting Royal Mail but I will ask you to please keep the damaged item and all packaging material until further notice, and to send me photographic evidence so that I can start a claim with Royal Mail. I will also issue you with a replacement item. (Please note: if you do not keep the damaged item and packaging, or send me photographic evidence of the damage, it is likely that I will be unable to replace the item.)
How do I order?
Simply click on one of the "Buy Now" buttons which will take you to the order form or shopping cart. Some items require payment immediately, but others are simple order submissions and you will receive an invoice for these items via email within 1 working day.
How do I pay?
Payments are accepted via PayPal. In order to pay by PayPal you will need to set up an account if you do not already have one. This is a simple process which takes just a couple of minutes to do. Once you have set up an account, it will also make it very quick and easy to make future online payments on any other websites which use PayPal too.
What is “PayPal”?
PayPal is an internationally recognised e-commerce company which handles payments securely and safely online, enabling the sending and receiving of money online. The company is used worldwide by major businesses. I do not handle or have access to your details - it is all handled via PayPal. PayPal uses cutting-edge data encryption, fraud detection tools and all kinds of other advanced techniques to improve security.
Is it safe to use my credit card online?
PayPal provides a secure environment for making online payments, and offers high levels of fraud prevention and security when purchasing online. If you would like to find out more visit: www.paypal.com
Do I need a PayPal account?
If you have never used PayPal to make purchases before you will have to register with them and you will need to enter your bank/card details. Once you have registered, any future payments made or received via PayPal will be quick and easy. It is simple to register with them and should only take a few moments.
Why do I have to pay before receiving my order?
As each gift is personalised and created to order, payment is required in advance. If you are unhappy with your item I will work as hard as I can to make the changes and alterations needed until you are satisfied.
What do I do if I’m not happy with my order?
If you have any problems please contact me at queries@photofairytales.co.uk and I will do what I can to resolve the problem. My priority is that you are happy and delighted with your order, and I work hard at ensuring your piece of mind. For many items you will be sent a proof via email for you to check before it is finally created. I am more than happy to make amendments and alterations, but please note that I cannot undertake a complete re-design without this incurring further charges.
Can I get a refund?
Please refer to the Terms & Conditions below for current information.
Can I change my mind after I’ve placed an order?
You can change or cancel your order up until the point of payment only. For further information please read the current Terms & Conditions.
How big are the Fantasy Portrait images?
Artwork which is emailed to you will be in JPEG form and is usually somewhere between 2MB-5MB in size. These can take a few minutes to download depending on your internet provider and whether you have Broadband or not. Generally, with a relatively modern computer and Broadband connection it takes around 1-3 minutes for the image to download into your inbox. The dimensions of the actual images is based on A4 dimensions with approximately 1cm border around the edges (so printed area is approximately 190mm x 279mm). Once you have the image saved on your computer you can resize or crop it using the relevant programmes on your computer.
What will the quality of the finished image be?
This depends on the quality of the original photograph that you send me. I work in high resolution (300dpi) which is suitable for enlargement. However, you may experience a loss of quality if you try to enlarge the image too much - it will vary depending on the original photo. The images shown on the website are all low resolution to enable the site to load efficiently. Your image will be much higher quality - if you would like to see a higher resolution sample before ordering just let me know and I will be happy to email it to you.
Will my finished image be identical to those shown on the site?
The images shown on the site are for illustration. Your finished image may not be identical as it depends on the position of the person(s) in your original photo. If you are at all unsure about whether your photo will be suitable for a particular theme or style I am more than happy to take a look before you place an order, with no obligation.
None of the designs on the website are quite what I’m looking for - can you design something specific for me?
Can I place a custom order?
Yes, custom orders are always welcome. You can either ask for something specific and I'll discuss with you whether it can be achieved or not, or you can ask me to create an image based on information you provide. For example, if you have a little girl who loves pink and ponies and none of the images on the website quite fit the bill, just ask me to create an image based around those interests. Occasionally, if you're asking for something which is quite complicated, I may need to charge an additional fee for artwork. However, you'll be advised of this before ordering and you can decide whether or not to proceed.
You are welcome to store the image on your computer, to print it out, and to use it on any photo gifts you wish to purchase either through PhotoFairytales or another retailer. However, you are not entitled to resell the image or pass it off as your own work. For further details please read the current Terms & Conditions.
I’ve had a photograph taken in a studio - will I be allowed to send it to you (do I own the copyright)?
In most cases yes, if the image was produced for your own personal use. However, if you are at all unsure you can either provide me with further details and I will do my best to advise, or you can contact the studio who took the original photo.
What is the best kind of photograph to send you?
Please visit the Choosing the Best Photo page for details.
Can you help me choose a photograph?
I am more than happy to help - if you are not sure whether your photo will be good enough quality, or if you can’t decide between 2 or more photos, just get in touch and I will be delighted to advise.
My photo isn’t very good quality – will you be able to work with it?
Please feel free to send me the image via email and I will be more than happy to take a look and advise you (without any obligation!).
How do I contact you?
The easiest and quickest way is via email: queries@photofairytales.co.uk or by using the contact form on this website. Postal queries can be addressed to: PhotoFairytales, 15 Caledonian Way, Belton, Norfolk, NR31 9PQ
Why don't you publish your telephone number?
As I work from home, I don't publish my phone number in respect of the privacy of my family. However, I check emails daily (Monday-Friday) and will always respond to queries promptly.
I have sent you an email but received no reply…
I will always reply to emails within 1 working day. If you have not received an answer please check your junk mail inbox before emailing me again.
What are "working days"?
Working days are classed as Monday to Friday, with the exception of Bank Holidays.
How do I send you a photo?
Email your photo to me at queries@photofairytales.co.uk. Send the photo as an attachment by starting a new message in the usual way, then clicking on the paperclip symbol at the top of your screen. You can then browse through the files on your computer until you have selected the photo you wish to send, click on it and it will be attached to the message when you press “send”. If you are sending more than one photo and they are quite large (ie, 1MB or above) I do advise you to send them to me in separate emails (and to tell me in your first email how many you will be sending so that I know how many subsequent messages to expect from you).
How do I open the image or artwork you have emailed to me?
When you open the message from me that contains the artwork, you will see the word “attachments” near to the top of the message. Simply right click on that file and select “Open” to view the image. Once you have opened the file you can then save it to your computer by going to “File” and then “Save As”.
What is a “proof”?
This is the word used when you are shown an image for approval so that you can check it for inaccuracies or errors.
What is a JPEG?
This is the name of a file which is an image. These files end “.jpg”, for example: “party.jpg”
What does “resolution” mean?
This refers to the quality of an image or photograph. As with newsprint images, image files on computers are made up of tiny dots. The more dots there are in an image, the higher the resolution. The number of dots that make up an image are referred to as “dpi” or “dots per inch” - the higher the dpi, the higher the resolution. Images which are high resolution are best suited to enhancements as they can be enlarged whilst losing little quality.
More Questions?
If your query isn't covered here, please don't hesitate to contact me and I will be more than happy to help!
Terms & Conditions
These terms and conditions apply to the use of this website at www.PhotoFairytales.co.uk (the “website”), and by accessing this website and/or placing an order you agree to be bound to these terms and conditions. If you do not accept these terms, please do not use this website.
Photographs sent by the Customer
All images received for manipulation, enhancement or alteration are accepted on the understanding that you own the full copyright of these images or have permission from the owner for use. You will be held liable for any action taken by a third party with respect to violation of copyright.
Use of Images on this Website
Images or logos or copy used on this website may not be copied in anyway, in whole or in part, without prior written permission of Sarah Thexton. Any copying, downloading or unauthorised use of images, logos, and text on this website is strictly forbidden.
Your Finished Image
You may not pass off any or part of the finished images created by Sarah Thexton or PhotoFairytales as your own work. Images shown on this website are for illustration purposes only and your finished image may be slightly different to that shown on this website. Your finished image is for your own personal use only, and not for resale or commercial use.
Liabilities
Sarah Thexton cannot be held responsible for the loss or damage to any original photographic material or images you choose to send via the post. If you do wish to post such material to me, you are advised to use an appropriate postal service which insures your item.
Ordering, Cancellations & Refunds
Confirmation of your order will be sent to you via email. You may cancel your order at any time until the point of payment. Due to the nature of the service, each piece of artwork, print and gift is created to order, and can therefore not be cancelled once payment has been made. Once payment has been made this will constitute a contract. The right to refuse an order in whole or in part is reserved. Your order will be refused if it is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy, or which may cause annoyance or inconvenience. If you are dissatisfied with your finished image Sarah Thexton will make every reasonable effort to make amendments or changes to the image until you are satisfied. However, you cannot change to a different Portrait theme or magazine cover, for example, once you have placed your order. If a mistake has been made on the part of Sarah Thexton or PhotoFairytales, and your item is incorrect, it will be replaced at no charge. If an item is incorrect due to a mistake on your own part, Sarah Thexton or PhotoFairytales will do everything possible to rectify the problem for you but please note this may incur additional charges.
Prices & Payment
All prices quoted are inclusive of VAT and delivery unless otherwise stated. The price, availability and specification of the goods may be subject to change without notice. Orders will not be deemed as placed until payment has occurred and cleared. All prices quoted are in £ sterling. If you are ordering from outside the UK the price you will be charged will be at the exchange rate on the day of invoicing.
Delivery
On receipt of your order you will be advised of the expected delivery time of your order via email. If you purchase prints or gifts these will be despatched within the time stated on the website, subject to availability. They will be sent via Royal Mail 2nd Class post unless otherwise stated or agreed. Postage and packing rates quoted are for delivery within mainland UK and are subject to change without notice. All risk of loss or damage to the goods shall pass to you upon delivery. You may specify a delivery address which is different to your billing address if you are, for example, requesting a product to be sent to a friend or relative.
Links to Other Sites
Sarah Thexton is not responsible for the content of external websites which may be linked to this website. The links are provided solely for your interest and convenience. If you click on a link you may leave this website. The presence of a link on this website does not constitute endorsement or representation of the company or product. If you access any of these links you do so entirely at your own risk.
Charity Fundraising
In the event that a fundraising campaign is taking place on the website, unless otherwise stated 100% of all donations received will go direct to the stated charity.
Your Privacy
If you have any queries regarding privacy please contact Sarah Thexton at the email address shown below. Your personal details will never be disclosed to any advertiser or third party without your prior permission. Your finished image or item will not be used on the website or in any publicity or promotional material without your prior consent. If you do consent to the publication of your image on the website Sarah Thexton reserves the right to withdraw it from the website at any time. Your postal address and email address may occasionally be used for the purposes of informing you about product updates and changes, or for customer service.
These terms and conditions may be revised and updated from time to time. Please ensure you have read the current version published here on this website before placing an order.
Updated 9th January 2012
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