Terms & Conditions
By placing an order with Step in the Picture you, the customer, agree to be bound by all shop terms and conditions. You, the customer, agree to have read through all FAQs, Terms and Conditions and any other website information before placing your order.
Consultation & Commission Orders
Following a consultation, a 50% non-refundable deposit will be required to secure your order. All materials required for the artwork (cremation ashes, botanicals, objects etc) will need to be sent to Step in the Picture within 4 weeks of placing your order unless the order is event specific, in which an alternative date will have been previously agreed. If Step in the Picture do not receive the materials required within the 4 weeks of placing the order, or 4 weeks after the event, we reserve the right to cancel your order; resulting in the retention of the deposit. If the full value has been paid upfront, Step in the Picture will retain 50% to cover the value of the non- refundable deposit and the remainder of the value will be issued as a credit note which will be valid for 12 months. It is down to the discretion of Step in the Picture if a part refund is issued.
For fresh flower preservation, to stand the best chance of preserving the colour we would need the flowers as fresh as possible, within the first 3 days is the most optimal time to start the preservation. The flowers would need to be securely packaged and delivery arranged at the cost of the customer no later than 3 days following the event so they are in the best possible condition for preservation. We endeavour to preserve all the flowers you supply however due to their organic nature it is not always possible to preserve all flowers, preserved flowers can also change characteristics. Step in the Picture will not take any liability for flowers or materials that do not successfully preserve due to time delay, that have been damaged or go missing through transit.
30 Day Guarantee
Step in the Picture offer a 30-day guarantee on all artwork, starting from the date of dispatch. This covers any issues with framing supplied by Step in the Picture and damages through transit, this does not cover any accidental damages once the work has been received. Please contact us by email within 3 days of receipt to report any issues and we will do our best to resolve the problem.
In the event the artwork has been framed by the client and is returned to Step in the Picture for repair Step in the Picture accept no liability for any damages which may occur to any part of the framing, where possible, the artwork should be returned unframed for work to commence. Agreement to undertake any repairs would be at the discretion of Step in the Picture.
Cancellations for shop orders
If you have placed an order and would like to cancel it, you have 24 hours from the time of your order to do this unless the order has already been dispatched as we aim to ship orders for in stock items the next working day. Please contact us immediately by email. You will be charged an admin fee of £10. After 24 hours, we are unable to cancel your order.
Commissioned orders and framed artwork will always be posted via Royal Mail Special Delivery, tracking barcodes will be issued upon dispatch. For orders placed through the online store that is not framed artwork will be send through Royal Mail standard 2nd class service.
Step in the Picture cannot be held responsible for any of the losses incurred while in transit.
For commissioned and framed artwork Step in the Picture uses Royal Mail ‘Special Delivery’ to ensure your order spends the least amount of time in transit and can be fully tracked. As with any postal/courier service there is always a risk of the parcel going missing, the risk is very low but can happen. In the very rare event that this does happen, Step in the Picture will work to resolve the situation however we do not accept any liability for orders lost in transit.
Step in the Picture operate a strict no refund policy.
For shop purchases we will accept returns within 28 days of purchase so long as the item has been unopened and there is no sign of damage. Return postal costs are the responsibility of the customer and will not be refunded. Any original shipping costs incurred by Step in the Picture will be deducted from the original value and a credit note will be issued to used within 12 months.
Due to the personalisation of commissioned orders we cannot accept returns.