Customer policies.

1. Orders, prices and payment

The minimum order is £15 of print products before any delivery charge. The minimum applies to the combined prints, not each item.

Standard products use the published price list. Custom photo and fine-art dimensions supported by the website use the price calculated in the builder. Unpriced custom work, unusual finishing and substantial editing require a quotation.

You can send an enquiry without payment or place a fully specified order and pay securely on the website. An enquiry does not commit you to an order. Online payment requires the original images, a saved preview for each print, and confirmation of the final choices and customer policies.

For an online paid order, the saved specification, crop and layout accepted at checkout form your order. The final amount, including any local delivery charge, is shown before payment. Payment is processed securely by Stripe. Full payment is required before production; quoted enquiries can also be paid by bank transfer as arranged with the studio.

An order is accepted when its specification is confirmed and cleared payment is received. We check the files before production and contact you if a material quality issue or a change needs your agreement. We do not make a material change to an accepted crop, layout or specification without that agreement.

A quotation is based on the supplied specification and may change if the size, quantity, finishing or file requirements change before acceptance.

2. Files and included preparation

Customers should send the original or highest-quality available image file. Basic preparation is included: resolution checking, cropping, resizing and basic colour or exposure correction where appropriate.

Retouching, restoration, compositing, background removal and other substantial editing are not included and will be quoted separately before work begins.

3. Size, crop and approval

The customer must confirm the product, finished size, quantity, finish, crop and any canvas edge or framing choices.

An image may not match the chosen print shape. Use the website preview to choose its crop, position, borders and any canvas edge or frame layout. Keep important content clear of mount overlap and canvas wrap areas.

For orders paid on the website, you accept the saved crop, layout and print choices at checkout. A separate quote or digital proof is not routinely sent; we perform an internal file check before printing. For an enquiry, we agree the specification and price with you and provide proofs where needed. Any proof supplied must be approved by identifying its current file or version before printing. We will obtain your agreement before materially changing an accepted layout.

A reprint is not automatically due because the customer later prefers a different crop or size that was correctly produced from the approved specification.

4. Image quality

Files are checked for resolution and obvious quality risks. A small, compressed, blurred, noisy or heavily edited file may not produce a sharp print, especially at larger sizes.

If a material concern is identified, Marble Print Studio will recommend a smaller size, a replacement file or cancellation before production. If the customer asks to proceed after a clear warning, the warned limitation is not treated as a production fault. This does not affect rights relating to faults caused by Marble Print Studio.

5. Colour and appearance

Screens and prints reproduce colour differently. Screen brightness, calibration, room lighting, paper surface, canvas texture and optical brighteners can all affect appearance. Gloss, lustre, matt, smooth cotton and textured paper will therefore look slightly different from one another and from an on-screen preview.

Reasonable variations in colour, brightness, contrast, texture and surface appearance are not defects. This clause does not cover an incorrect product, a production error or a result that falls outside reasonable professional tolerances.

6. Turnaround, collection and delivery

Standard turnaround targets are 2 working days for photo and fine-art prints and 3–5 working days for framed prints and canvas, ready for collection or local delivery after payment and acceptance of the layout. For quoted work needing a proof, the target starts after the final proof is approved and payment has cleared. Working days exclude weekends and bank holidays. Mixed orders follow the longest product target. Specialist work is confirmed individually. Priority requests are handled by enquiry, subject to capacity, materials and agreement of any extra charge. A requested needed-by date is not guaranteed; if a deadline is essential, contact us before paying so we can agree a date. Any known delay will be communicated as soon as reasonably possible.

Free collection by appointment from 2 Pensarn, Llanddona, Anglesey, LL58 8TU. Local delivery covers Anglesey, Bangor, Caernarfon and the area between Bangor and Caernarfon, subject to the postcode check before payment. Delivery is free when print products total £50 or more, or £7.50 below £50. We arrange the collection or delivery date with you once the order is ready. If the postcode cannot be confirmed online, choose collection or send an enquiry for help. Please check your order promptly after handover and contact Marble Print Studio if there is a problem.

7. Changes and cancellation

You may cancel for a full refund before file preparation or production begins.

Prints made using your own photographs or artwork are personalised products and are normally excluded from the statutory 14-day change-of-mind cancellation right. Once preparation or production has started, please contact us promptly: we will explain whether changes or cancellation are possible and any associated costs before you agree.

If we cannot fulfil your order, you may choose an agreed alternative or receive a refund for the unfulfilled order.

This does not affect your legal rights if your order is faulty, not as described or not fit for purpose.

8. Reprints, faults and refunds

If Marble Print Studio has made a production error, supplied the wrong specification, or the item is faulty, it will provide the remedy required by law. Depending on the circumstances, this may be a reprint, repair, replacement, price reduction or refund.

Please report visible damage or an obvious error promptly, preferably within 48 hours, using photographs where practical. The 48-hour request helps investigation and is not a limit on statutory rights.

A complimentary reprint is not normally provided for:

a crop, size, paper, canvas edge or frame option that matches the approved specification;

a customer-file defect or quality limitation that was not caused by Marble Print Studio;

a limitation that was clearly explained before the customer chose to proceed; or

reasonable colour or finishing variation described in these policies.

9. Production and finishing tolerances

Canvas orders include two hanging fittings, four corner protectors and an appropriate cross brace where required.

10. Framed prints

Framed products use IKEA RÖDALM frames in the colour and size confirmed on the order. IKEA-supplied mounts are used where appropriate. The customer should confirm whether the print is to be mounted or fitted without a mount.

Frames should be handled carefully and hung using fixings suitable for the wall type and finished weight. Marble Print Studio is not responsible for damage caused by unsuitable wall fixings, incorrect installation or handling after collection.

11. Uncollected orders

Marble Print Studio will notify the customer when the order is ready and may send reasonable reminders. Completed orders will normally be held for 90 days. If an order remains uncollected, Marble Print Studio will give written notice before taking any further action permitted by law. Payment does not transfer responsibility for arranging collection to Marble Print Studio.

12. File retention and privacy

Marble Print Studio is committed to handling your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as amended. We use personal information for specified purposes, keep it secure and retain it only for as long as needed.

We use your contact details, customer address and order information to respond to your enquiry, prepare accurate customer and handover paperwork, and fulfil your order. We request your full address even for collection. Our legal basis is taking steps at your request before a contract, and performing that contract. We retain accounting information where required by law.

Customer image files are normally retained for 90 days after collection or delivery to help resolve production issues and arrange reprints, then deleted from active storage, including Cloudflare uploads and studio working folders. Files needed for an unresolved complaint or a legal obligation may be retained for longer where necessary.

For enquiries that do not become orders, uploaded images are normally deleted from active storage 90 days after our last contact, unless an unresolved issue or legal obligation requires longer retention.

Copies in backups and service-provider recovery systems may remain until those systems overwrite or expire them. These copies are not retained for routine use.

Earlier deletion can be requested after collection, subject to any unresolved complaint, payment issue or legal requirement.

Order, payment and accounting records may be retained for longer where needed for administration or legal obligations.

We ask separately before using customer photographs in advertising, social media, samples or our portfolio. You can withdraw that permission at any time.

We use Cloudflare to host the website and handle enquiries, order records, uploaded images, private proof and order-summary pages, customer responses and automatic enquiry and payment confirmation emails. Stripe processes online payments and receives the customer and order information needed for payment and fraud prevention; card details are entered directly into Stripe’s secure payment fields. When you check local delivery, we send the postcode you enter to postcodes.io to check its location. This lookup does not send your name, street address, photographs or payment details. Apple iCloud provides business email and synchronised files. Working copies are also stored on the studio’s Mac. These services may process information outside the UK.

Confirmation emails concern your enquiry or order and are not marketing. They may include a private summary link that expires after 90 days. Anyone with that link can view the summary, so please keep it private.

The website temporarily stores uploaded files while transferring them to the studio’s private Cloudflare order storage. Choosing Place order and pay saves the order and originals before secure payment opens. An unpaid checkout can be sent as an enquiry using the same saved order. Temporary image copies are removed after transfer is verified or during cleanup after an abandoned upload session expires. An uncertain submission is retained for investigation. A small submission record helps prevent duplicate enquiries and orders.

You can contact enquiries@marble-print-studio.co.uk to ask about your personal information or exercise your data protection rights, including access, correction and deletion where applicable. You can also raise a concern with the Information Commissioner’s Office at ico.org.uk.

13. Copyright and acceptable content

By placing an order, the customer confirms that they own the image or have permission to reproduce it and, where required, have permission from identifiable subjects. The customer is responsible for claims arising from material supplied without the necessary rights.

Marble Print Studio may decline work that appears unlawful, infringes another person’s rights, or cannot be produced safely or responsibly.

14. Complaints and contact

Contact Marble Print Studio with the order reference, a description of the issue and photographs where useful. The business will acknowledge the complaint, investigate the production record and propose an appropriate response.