Terms and Conditions

These terms apply to personalised, bespoke and made-to-order products supplied by Ottie Design Ltd (“Ottie Design”, “we”, “us” or “our”).

Many of our products are created specifically for you using names, wording, photographs, dates, colours, table arrangements and other information supplied by you. It is therefore important that you read these terms carefully before placing an order and, where applicable, before approving your final proof.

Nothing in these terms affects your statutory rights as a consumer.

You are responsible for ensuring that all information supplied to us in connection with your order is complete and accurate. This includes names and spellings, surnames, table names and numbers, guest allocations, dates, venue details, headings and wording, punctuation, capitalisation, accents and other special characters, photographs, quantities, sizes and any other information that you ask us to incorporate into your order.

We take great care when transferring customer-supplied information into our designs. However, guest lists, spreadsheets, emails, documents and other information are supplied to us in many different formats.

Formatting, special characters, line breaks and other elements can change when information is transferred between different software, file formats or design applications.

For this reason, where we provide a proof for approval, the final proof is the definitive version of the content and layout that you are instructing us to produce.

You must not assume that information is correct simply because it was correct in the original document, email, spreadsheet or other information supplied to us.

Where a product includes a digital proofing stage, we will send you a digital representation of your proposed order before it is sent to print or production.

The proof is your opportunity to check all wording, names, information, photographs, positioning, layout and design before production begins.

A proof is not simply a design preview. It is the final opportunity to identify and correct errors, omissions or unwanted changes before printing or production.

You are responsible for checking the complete proof, including information that you believe has not been amended.

Where an order contains several pages, products, tables, cards, sections or individual pieces, your approval applies to the entire proof supplied to you, unless we expressly confirm otherwise in writing.

Before approving a proof, you must carefully check that every name is present and correctly spelt, guests appear on the correct tables or within the correct groups, names appear in the correct order, all table names, table numbers and headings are correct, dates, venue details and other event information are correct, punctuation is correct, capital and lowercase letters appear exactly as required, accents, hyphens, apostrophes and all other special characters appear correctly, first names and surnames are displayed as intended, line breaks are acceptable, no information has been duplicated or omitted, photographs are correct, photographs are associated with the correct names, tables or information, photograph cropping and positioning are correct, quantities are correct where shown, the overall layout is correct and every requested amendment has been made correctly.

Do not approve your proof unless you are satisfied that everything shown is correct.

If anything is incorrect, missing or unclear, you must tell us before approving the proof.

Your approval is your final authorisation for Ottie Design to proceed with printing or production.

Approval can be provided by email or through another approval method provided by us.

By approving your proof, you confirm that you have checked the complete proof, all names, wording and information are correct, all table allocations and arrangements are correct, all photographs and their positioning are correct, the layout is correct, all amendments requested by you have been completed correctly and you authorise us to print or manufacture the order exactly as shown on the approved proof.

Once final approval has been received, no further changes can be made after the order has entered printing or production.

Production can begin immediately following approval.

If you contact us after approval but before production has commenced, we will make the requested change where production has not yet started. Once printing or production has started, the change cannot be made and a new order or reprint will be required.

Ottie Design is not responsible for errors that are visible on a proof that you have approved where the finished order accurately reproduces that approved proof.

This includes spelling mistakes, incorrectly spelt names, missing names, duplicate names, incorrect table allocations, incorrect table names or numbers, incorrect dates, incorrect venue details, incorrect wording, incorrect capitalisation, incorrect punctuation, incorrect accents, hyphens or special characters, incorrect photographs, photographs assigned to the wrong person or table, incorrect information originally supplied by you, errors introduced through amendments requested by you and any other content or layout error that was visible on the final proof at the time you approved it.

Your approval confirms that you have checked and accepted the content shown on the proof.

If an order has to be reprinted because of an error contained within an approved proof, a reprint charge will apply.

The replacement will be treated as a new production order.

Any discounted reprint price offered by Ottie Design is entirely at our discretion and will only apply where we expressly confirm it in writing.

This section does not apply where the finished product differs materially from the final approved proof because of an error introduced by Ottie Design or during production.

Your approval does not remove our responsibility to manufacture your order in accordance with the final approved proof.

Where the finished product materially differs from the final approved proof because of an error introduced by Ottie Design or during production, we will correct the error in accordance with your statutory rights.

You must contact us as soon as possible after discovering the issue and provide clear photographs showing the problem.

Ottie Design will make appropriate adjustments to font size, spacing, alignment, positioning and line breaks where required to accommodate the information supplied and create a balanced finished design.

The appearance of one customer's order will therefore differ from another customer's order using the same design where the amount or format of information supplied differs.

Long names, long table titles or larger quantities of wording will require changes to font size, spacing, positioning or line breaks.

Where a proof is supplied, these adjustments will be shown on the proof and form part of the information that you are responsible for checking before approval.

Approval of the proof confirms your acceptance of these layout decisions.

We will complete reasonable amendments during the normal proofing process.

Where amendments substantially change the original brief, require a significant redesign, require previously completed or approved work to be recreated, or fall outside the scope of the product purchased, an additional design charge will apply.

We will confirm the additional charge before completing the additional work.

Repeated changes to information supplied by you, including repeated changes to guest lists, table arrangements, wording or photographs, constitute additional work where they go beyond reasonable proof corrections.

Once an order has entered printing or production, no further amendments can be made to that order.

Where you request a change after production has started, a replacement or reprint order will be required and a further charge will apply.

This includes changes to a guest list, additional guests, cancelled guests, changes to table arrangements, changes of venue, changes of event date, spelling corrections, changes to photographs, changes to wording and any other change requested after production has begun.

Personalised goods that have already entered production cannot be altered or resold.

Many Ottie Design products are created specifically to the customer's requirements and are personalised or made to order.

Personalised or bespoke goods are excluded from the standard statutory right to cancel applicable to many online purchases where the legal personalised-goods exception applies.

A change of mind does not give you an automatic right to cancel or return a personalised product.

Where you request cancellation before design or production work has started, we will confirm whether cancellation can still be processed.

Once bespoke design work or production has commenced, costs already incurred in creating your personalised order will apply.

Nothing in this section affects your statutory rights where goods are faulty, damaged, not as described or otherwise fail to comply with applicable consumer law.

Every effort is made to reproduce colours and materials accurately.

An exact match between a colour displayed on a screen and a physically printed colour cannot be guaranteed.

Computer, tablet and mobile screens display colours using backlit emitted light, while printed products reflect natural or artificial ambient light.

Screens also display colours differently depending on the device, brightness, calibration, display technology and settings being used.

Paper stock, printing processes, inks, materials and finishes also affect the appearance of printed colours.

Reasonable variation between the colour displayed on screen and the finished printed product therefore does not constitute a production fault.

Reasonable colour variation between separate print runs also does not constitute a production fault.

If precise colour matching is essential, you must contact us before placing or approving your order.

Product photographs displayed on our website and other sales channels are for illustration and reference.

Images are not shown to exact scale unless expressly stated otherwise.

Props, frames, easels, flowers, stands, furniture, decorations and other styling accessories shown in product photographs are not included unless they are expressly listed as part of the product description.

You will receive only the product or products specified within your order.

Natural and manufactured materials have normal production tolerances and variations in texture, appearance and finish between batches. Reasonable manufacturing variation does not constitute a fault.

Images displayed on our website and other sales channels contain Ottie Design watermarks or other protective markings where required.

These watermarks will not appear on your finished product unless the watermark itself has specifically been requested as part of the artwork.

Where you supply photographs, illustrations, logos, artwork or other material, you are responsible for ensuring that you have the necessary rights and permissions for us to reproduce that material.

By supplying the material to us, you confirm that Ottie Design has permission to reproduce it for the purpose of completing your order.

You are responsible for the quality and resolution of files supplied to us.

Ottie Design is not responsible for reduced print quality resulting from customer-supplied photographs or files that are low resolution, blurred, pixelated, compressed, poorly exposed, dark, incorrectly cropped or otherwise unsuitable for high-quality reproduction.

Where the limitation exists within the original customer-supplied file, the resulting limitation in the finished print does not constitute a production fault.

Production times displayed on our website, quotations, order confirmations or correspondence are estimated production periods unless we have expressly confirmed a guaranteed service in writing.

Production time and delivery time are separate.

Where your order requires a proof, production does not commence until final approval has been received.

Delays in providing names, wording, photographs, guest information, amendments or proof approval will delay production and dispatch.

The customer is responsible for providing all required information and approvals in sufficient time.

You are responsible for ordering sufficiently in advance of your wedding, event or required date.

Providing us with your event date does not create a guaranteed delivery deadline unless we have expressly agreed a guaranteed delivery date in writing.

You must allow sufficient time for design work, proofing, amendments, production, delivery, courier delays, international customs processing where applicable and the production and delivery of a replacement if an order is damaged in transit.

Orders placed too close to an event date are placed at the customer's risk where we have not expressly guaranteed delivery before that event.

We package our orders carefully and use established postal and courier services appropriate to the type of product being dispatched.

Delivery dates and transit times stated on our website or provided in correspondence are estimates unless a guaranteed delivery service has expressly been agreed.

Courier network disruption, severe weather, transport disruption and other events outside our control can affect delivery times.

Where there is a delivery problem, we will investigate it with the relevant delivery provider and provide the appropriate resolution in accordance with your statutory rights.

We take considerable care to protect all orders during transit and use suitable packaging and trusted delivery providers.

Despite this, physical products can occasionally be damaged in transit.

You must inspect your order promptly after delivery and report visible transit damage to us within 24 hours wherever reasonably possible.

You must provide clear photographs of the damaged product, the external packaging, the internal packaging, any visible damage to the parcel, box or packaging and any other information reasonably required to investigate the damage and submit a courier claim.

You must retain the damaged product and all packaging until we confirm that they can be disposed of.

This evidence is required so that we can investigate the damage and pursue the matter with the delivery provider.

Where an order is confirmed as having been damaged in transit, we will arrange a replacement without charge 

Because our products are personalised and bespoke, we will always offer a replacement  for transit damage. Note  we can not offer refunds as the work has been completed. We cannot be held responsible for ordering with a short date.

The requirement to report visible damage promptly assists us with courier claims and replacement arrangements and does not remove statutory rights that cannot legally be restricted.

Where a replacement is required because an order has been damaged in transit or because of a production fault for which Ottie Design is responsible, the replacement will be supplied without charge.

We will manufacture and dispatch the replacement as quickly as reasonably practicable.

Replacement production and delivery remain subject to production requirements, weekends, public holidays, courier networks, international customs processes and circumstances outside our reasonable control.

You are responsible for placing time-sensitive orders sufficiently in advance of your event to allow time for an unforeseen delivery or damage issue to be resolved.

Where an order is delayed, you must contact us so that we can investigate the shipment with the relevant delivery provider.

A parcel that is delayed in transit is not automatically considered lost.

We will complete the appropriate investigation with the postal or courier provider before treating a shipment as lost and providing the legally appropriate resolution.

Nothing in this section limits your statutory rights in relation to undelivered goods.

You are responsible for supplying a complete and accurate delivery address.

You must check the delivery address shown on your order confirmation and notify us immediately if it is incorrect.

Once an order has been dispatched, the delivery address cannot be changed by Ottie Design.

Where an order has to be produced again or re-dispatched because an incorrect or incomplete delivery address was supplied by the customer, the cost of re-production and/or re-delivery will be charged to the customer.

International deliveries are subject to customs authorities, border procedures, local delivery networks and the requirements of the destination country.

Ottie Design does not control customs processing times.

International customers must allow additional time before their event for customs and international delivery.

Where import taxes, customs duties, handling charges or other charges are payable by the recipient and have not already been collected as part of the transaction, those charges are the customer's responsibility.

A parcel delayed by customs is not considered lost solely because customs clearance takes longer than the estimated delivery period.

Nothing in this section removes any statutory rights that cannot legally be excluded.

All Ottie Design designs, illustrations, layouts, artwork, graphics, product photography and other original creative material remain the intellectual property and copyright of Ottie Design Ltd, unless expressly agreed otherwise in writing.

Purchasing a physical product does not transfer ownership of the underlying design, artwork or copyright.

Ottie Design designs must not be copied, reproduced, traced, scanned for reproduction, digitally recreated, commercially exploited, resold as artwork or templates, supplied to another printer or designer for reproduction or otherwise reproduced without our prior written permission.

Where you supply your own photograph, logo, artwork or other protected material, ownership of that customer-supplied material remains with its respective copyright owner.

No digital artwork, print-ready files or editable design files are supplied unless they are expressly included within the product purchased.

Ottie Design is not responsible for delays caused solely by circumstances genuinely outside our reasonable control where we have taken reasonable steps to minimise their effect.

These circumstances include severe weather, widespread courier disruption, postal disruption, customs delays, transport interruption, power or telecommunications failures, industrial action affecting third parties and other exceptional events outside our reasonable control.

Where these circumstances affect an order, we will take reasonable steps to minimise the disruption.

Nothing in this section affects statutory rights that cannot legally be excluded.

If there is a problem with your order, you must contact us promptly and provide your order details together with photographs or other supporting information where relevant.

We will review the issue against the order details, customer-supplied information and, where applicable, the final approved proof.

Where the finished product correctly matches an approved proof, Ottie Design is not responsible for customer-approved content errors and any required reprint will be chargeable.

Where the finished product does not correctly match the approved proof because of an error caused by Ottie Design or our production process, we will provide the appropriate remedy in accordance with your statutory rights.

Nothing in these Terms & Conditions excludes, restricts or replaces any statutory consumer right that cannot legally be excluded.