Terms of sale

Who we are

Storied Wall is a trading name of Samuel Thomas Woodrow Knight, a sole trader in Australia, ABN 37 798 389 559.

You can contact us at hello@storiedwall.com, or call +61 450 499 646 (Australia) or +44 7900 069986 (UK).

These terms

These terms apply when you buy from us as a consumer. They are governed by the law of Queensland, Australia. If you live in another country, you also keep the protection of the mandatory consumer laws of your country, and you can bring proceedings in your local courts.

The sections below apply to everyone. Then each country with its own consumer rights has a section: Australia, the UK, the EU and New Zealand. Nothing in these terms takes away a right the law of your country gives you.

Your order

You approve each design before it goes in your basket. At checkout you give your details, and we show the delivery charge and the total before you review your order. On the review page you see everything once more, with the total including delivery, and then pay. Our contract with you starts when we email to confirm your order. Prices are in the currency of the country we deliver to (for an order of digital files only, the country you live in): pounds sterling in the UK, euros in Europe, and US, Canadian, Australian or New Zealand dollars. The price shown is the full price you pay, plus delivery. Prices in Europe include VAT.

You can correct your details at checkout and on the review page, until you pay. We keep a record of your order and email it to you, and you can see it from the link in that email. These terms and your contract are in English only.

If we get a price wrong. If the right price is lower than the one we showed, you pay the lower price. If it’s higher, we email you before we make your order, and you can pay the right price or cancel for a full refund.

What you can buy

Each design comes in these formats: framed, ready to hang; unframed, the same print without a frame; on canvas, wrapped round a wooden frame, with sides that carry on from your print’s edges; and a digital file, a print-ready PNG and PDF of your design, sized for the print size you choose. Canvas doesn’t come in A4, and unframed prints don’t come in A4 for delivery to the United States or Canada.

Multi-buy and sets

Buy 2 or more, save 10%. When your order has 2 or more items, counting each copy, we take 10% off the price of every item in it, including digital files and sets. It doesn’t apply to delivery. This offer is always on.

Sets. A set is 2 to 3 designs of one product with the same size, colours, lettering and frame. A set is priced at the multi-buy price, with no further discount.

Your design, and what we print

You design your print in our editor, and the preview is drawn by the same page that makes the print file. The preview you approve when you order is what we print. Please check every name, date, place and spelling before ordering, because we print them exactly as you typed them.

Colours on paper can look slightly different from colours on your screen, because screens vary in brightness and colour.

Only include words and pictures you have the right to use: by ordering, you confirm that printing what you typed or added won’t break anyone else’s rights. We may decline to print content that is offensive or that would infringe someone else’s rights, such as song lyrics or trade marks. If we decline, we’ll refund you in full.

If you think a print breaks your rights. Email hello@storiedwall.com with what it is and why. We’ll look into it, hold any order of it that hasn’t been printed yet, and delete our copies if it does break your rights.

If you add a photo, you confirm that you took it or have permission to print it, and that printing it won’t break anyone else’s rights. We don’t check photos before printing, and we may decline one that is offensive or that clearly isn’t yours to use; if we do, we’ll refund you in full. A photo with too few pixels for the size you chose can’t be ordered at that size, and the editor tells you when a photo may look soft. You keep every right in your photo. You give us permission to copy, resize and print it, and to pass it to our printer, only to make and deliver your order.

Pet watercolours. We paint your pet after you order and email you a link to see it. Nothing is printed until you approve it. On that page you can approve it, try another background or photo as often as you like, or have a full refund instead. If no photo works, you can have a full refund. If you haven’t approved it 14 days after we send the link, we refund you in full and print nothing.

Cancelling an order

Every print is made to your own design, so we can’t take one back because you’ve changed your mind. This doesn’t affect your rights if something is wrong with your print. In the UK, this is set out in your section.

You can still cancel an order of prints for a full refund, including delivery, within 2 hours of paying: open your order from the link in your confirmation email and choose Cancel and refund. We refund to the card you paid with straight away, and nothing is made. After 2 hours your order goes to be printed, and we can’t change or cancel it. An order with a digital file can’t be cancelled this way, because the file is sent straight away (see Digital files). Check the preview carefully: it’s exactly what we print.

Digital files

We sell digital files worldwide, priced in the currency of the country you live in (US dollars outside the regions above). In the EU, the price includes VAT at the rate for that country.

After you’ve paid, we email you a link to download your file. The link lasts 30 days.

When you order a digital file, we ask you to tick a box to say you want it sent straight away and that you understand you can’t cancel once we send it. We record when you ticked it, and repeat it in your confirmation email.

What you can do with your file. You may print it for your own personal, non-commercial use, at any size and as often as you like, and give a print as a gift. You may not sell, share, upload or publish the file, or prints of it.

If a file we supply damages your device or other digital content because we didn’t use reasonable care and skill, we’ll repair the damage or compensate you.

If something is wrong

Your print or file must be of good quality and match the design you approved. If your print arrives damaged or faulty, or isn’t the design you approved, we’ll replace it free or refund you in full. If a file is faulty, we’ll send you a new one, or refund you if we can’t. What else you’re entitled to depends on where you live: see your country’s section below.

To report a problem, email us your order number and three photos: the whole print, the damage close up, and the box with its delivery label. Please don’t send anything back. We reply within 2 working days. Please tell us about damage within 30 days of delivery, so we can claim from the carrier. If you tell us later, you keep your legal rights.

Delivery

We deliver framed prints, unframed prints and canvases to the UK, Europe, the United States, Canada, Australia and New Zealand. The delivery page lists the charge and our printer’s estimated delivery time for each country. Delivery times are estimates, not guaranteed dates. Prints for Norway and Switzerland may be made in a neighbouring country, so import charges may apply there.

If your order is late. If we don’t deliver within 30 days of our confirmation email (or by a date we agreed), you can give us a further reasonable time. If we miss that too, or we agreed the date was essential, you can cancel for a full refund, including delivery.

Events outside our control. If something outside our control delays your order, we’ll tell you and estimate the new date. If the delay is long, you can cancel for a refund of anything not yet made.

If you live in Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure is, for example, a print so damaged or so different from the design you approved that you wouldn’t have bought it had you known. For a major failure, you choose a replacement or a refund. A digital file is covered the same way: a corrupt or wrong file gets a replacement or a refund.

Our promise: if your print arrives damaged or faulty, or isn’t the design you approved, we’ll replace it or refund you. To claim, email hello@storiedwall.com or call +61 450 499 646, with your order number and three photos. You pay nothing to claim, and you don’t need to send anything back. This promise is in addition to your rights under the Australian Consumer Law. Please tell us within 30 days so we can claim from the carrier; if you tell us later, you keep your rights.

We don’t give refunds for a change of mind. That never limits your rights when something is wrong. The ACCC explains these rights in full.

If you live in the UK

Every print is made to your own specification, so the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 doesn’t apply (regulation 28(1)(b)).

The 14-day right to cancel normally covers digital content. The box you tick when you order a digital file is your consent under regulation 37: you lose that right once we send it.

Under the Consumer Rights Act 2015, your print or file must be of satisfactory quality and match the design you approved. If your print arrives damaged or faulty, or isn’t the design you approved, we’ll replace it free, or refund you in full if you tell us within 30 days of delivery and would rather have your money back. You can also call us on +44 7900 069986.

For a faulty digital file, you’re entitled to a repair or replacement, and then a price reduction of up to the full price. Citizens Advice explains these rights in full.

If you live in the EU

Every print is made to your own specification, so the 14-day right of withdrawal doesn’t apply to it (Consumer Rights Directive, article 16(c)). For a digital file, the box you tick at checkout is your consent to receive it straight away, and you lose the right of withdrawal once we send it (article 16(m)).

You have a legal guarantee of at least 2 years from delivery for a print, and from supply for a digital file, under your country’s law.

If you live in New Zealand

Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Our responsibility to you

If we don’t follow these terms, we’re responsible for loss or damage you suffer that is a foreseeable result of our breaking them or of our failing to use reasonable care. We don’t exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud.

Our relief, contour and ridge designs, and the fell map style, use Copernicus WorldDEM-30 elevation data provided under COPERNICUS by the European Union and ESA. The European Union and ESA give no warranty for that data and accept no liability for its use. Hill heights and positions come from The Database of British and Irish Hills. A print shows the hills as a picture: don’t use it to find your way.

Accounts

You don’t need an account to order. If you create one, you confirm you are 18 or over, and you’re responsible for keeping access to your email address secure, because that is how you sign in. Designs you save to your account follow the photo terms above. We keep a saved design’s photo until 90 days after you last save it. You can delete your account at any time from your account page.

Our designs and software

The designs, styles, wording and pictures on this site, and the software that draws your print, belong to us and are protected by copyright. You may use them to design and order your own prints and files here. You may not copy, scrape, download or reverse-engineer them, or use them to make or sell your own products.

Changes to these terms

We may update these terms. The terms that apply to your order are the ones on this page when you placed it.

Complaints

If you’re unhappy with anything, please email us and we’ll try to put it right. For a complaint about your personal data, use our data protection complaint form.