Terms and Conditions

1. DELIVERY

Mainland UK Delivery

For items at £50 and over, delivery is free. For items less than £50, delivery is £5.

All orders are sent on a 48-hour delivery service to the majority of UK destinations with online tracking and proof of delivery. However, delivery may actually take up to 7 working days, and longer for remote areas in the UK.

Non-Mainland UK and Overseas Delivery

Certain non-mainland UK post code addresses (e.g., Scottish Highlands, Scottish Islands, Isle of Man, Isle of Wight, Ireland, Northern Ireland and the Channel Islands) and overseas addresses may incur extra charges, and delivery times may vary significantly.

For non-mainland UK and overseas deliveries, please contact info@sofiaroe.com so we may conduct the transaction by other means, including the payment of additional delivery fees, particularly for crated shipments of framed canvas paintings.

Your delivery may occasionally take longer than the normal timescales indicated above due to causes beyond our control such as supply constraints, postal strikes, peak/seasonal periods, and equipment breakdowns. Delivery times are approximate and not guaranteed.

2. RETURNS

SOFIA ROE products are made and packed with care, to deliver a product that you will love. However, if you (a) changed your mind, or are (b) not satisfied with your purchase, you may return your product as follows:

(a) Changed your mind (i.e., Cancellation)

If the product is a cancellation (no longer required/wanted), you have 14 days from when you receive the product to contact us stating you wish to make a return, followed by 14 days to return the item.

The refund will include the item price you paid and the delivery cost to you (unless delivery to you was free). We will only refund a delivery cost equal to the least expensive method, even if you opted for a premium delivery option. The refund will not include the delivery cost of returning the product to us (returns due to a change of mind are returned at your own expense).

There is no right to cancel commissioned orders (including pet portraits) once the order has been confirmed by us.

To organise your cancellation return, we kindly ask that you:

send an email to info@sofiaroe.com, explaining the reason for your return is ‘Cancellation’ (please do not ship any returns until you have received a response from us via email confirming your return and advising the correct returns address)
return the product using a recognised courier (we only accept unused returns, in their original packaging or of the same quality)
state the paid value to the courier, ensuring it is insured to the paid value
retain the proof of postage, or you may not be entitled to a refund if damaged/lost in transit (we cannot accept responsibility for returns that are lost in transit where there is no proof of postage and the item is lost in transit)
note your tracking number.

Upon our receipt of the returned item, your refund will then be processed within 14 days.

We will not process any returns unless we receive them in full (not part of the returned item).

(b) Not satisfied with your purchase (i.e., Faulty/Misdescribed/Damaged)

You have additional consumer rights if the product you bought, whether personalised or not, is not of a satisfactory quality (faulty/damaged) or misdescribed:

within the first 30 days from delivery, you may request to return the item and receive a refund
within the first six months, it is assumed the fault has been there since the time of purchase, unless proven otherwise. If not proven otherwise, you are entitled to have the product repaired or replaced by SOFIA ROE, failing which you may receive a refund.

The refund will include the item price you paid and the delivery cost to you (unless delivery to you was free). The refund will also include the delivery cost of returning the product to us. We only refund delivery costs equal to the least expensive method, even if you opted for a premium delivery option.

To organise your faulty/misdescribed/damaged return, we kindly ask that you:

send an email to info@sofiaroe.com, explaining the reason for your return is either ‘Faulty’, ‘Misdescribed’, or ‘Damaged’ AND include a photograph of the problem (please do not ship any returns until you have received a response from us via email confirming your return and advising the correct returns address)
return the product using a recognised courier (we only accept unused returns, in their original packaging or of the same quality)
state the paid value to the courier, ensuring it is insured to the paid value
retain the proof of postage, or you may not be entitled to a refund if damaged/lost in transit (we cannot accept responsibility for returns that are lost in transit where there is no proof of postage and the item is lost in transit)
note your tracking number.

Upon our receipt of the returned item, your refund will be processed within 14 days.

We will not process any returns unless we receive them in full (not part of the returned item).

Please be advised that handmade products may have variation in build quality which is to be expected due to the bespoke nature of handmade products. Also, our digital images are sometimes lightly doctored (e.g., to improve lighting) and products may not always arrive in precisely the way they are depicted or described online.

3. GIFT CARDS

SOFIA ROE eGift Cards can only be used on the SOFIAROE.COM website. They cannot be refunded or exchanged for cash.

They are delivered by email and contain instructions on how to redeem them.

If the order value is greater than the card value, the recipient can pay the balance using our other payment methods. If there is a card balance left over after making a purchase, this can be used in future purchases.

They will expire after 12 months from the date of purchase. After this period, any balance remaining will be reduced to nil and forfeited.

4. COMMISSIONS

Please contact info@sofiaroe.com if you are interested in commissioning Sofia Roe to produce a painting, pet portrait, ceramic piece or quilt.

During the consultation process, you will have the opportunity to discuss specific design requirements and timescales, and to provide any relevant information (e.g., photos of your pet if commissioning a pet portrait).

Once complete, a photograph of the commissioned work will be emailed to you to ensure you are entirely satisfied with the product before making delivery.

We do not accept cancellations or returns for commissioned orders which have been personalised to your requests and/or products with bespoke alterations unless the product is faulty, damaged in transit, or misdescribed. In such cases, if the fault/damage to your commissioned product can be rectified, this will be done by Sofia Roe and returned back to you at no extra cost. If the fault/damage is beyond repair, you will be offered a Sofia Roe replacement at no extra cost. There may be a wait for the replacement depending on the waiting list at that time, but we will endeavour to produce a replacement as soon as possible. If we are unable to repair or replace the commissioned item, you may receive a refund.

5. INTELLECTUAL PROPERTY

You are permitted to use this website for legitimate business purposes as a current or prospective customer, partner or supplier. You shall not copy, modify, create derivative works of, publicly display or perform, republish, download or store, or transmit any website content without our prior written consent. Our intellectual property and copyrighted material are ours and unavailable for others to use freely. If you have any queries on this matter, please contact us.

We have the right to include images or copies of sold artworks in marketing or merchandising activities. Where we have received a photograph to create a commission, we will not make any reproductions of that photograph (including for marketing purposes) without the photographer’s prior approval.

6. PRIVACY

What type of information do you collect?

We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.

How do you collect information?

When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.

Why do you collect such personal information?

We collect such Non-personal and Personal Information for the following purposes:

To provide and operate the Services
To provide our Users with ongoing customer assistance and technical support
To be able to contact our Visitors and Users with general or personalised service-related notices and promotional messages
To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services
To comply with any applicable laws and regulations.

How do you store, use, share and disclose your site visitors' personal information?

The SOFIAROE.COM website is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

How do you communicate with your site visitors?

We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.

How can your site visitors withdraw their consent?

If you do not want us to process your data anymore, please contact us by email at info@sofiaroe.com.

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

7. ACCESSIBILITY

We are committed to providing a website that is accessible to the widest possible audience, regardless of circumstance and ability. We aim to adhere as closely as possible to the Web Content Accessibility Guidelines (WCAG 2.0, Level AA), published by the World Wide Web Consortium (W3C). These guidelines explain how to make Web content more accessible for people with disabilities. Conformance with these guidelines will help make the web more user friendly to everyone. Whilst SOFIA ROE strive to adhere to the guidelines and standards for accessibility, it is not always possible to do so in all areas of the website and we are currently working to achieve this. Be aware that due to the dynamic nature of the website, minor issues may occasionally occur as it is updated regularly. We are continually seeking out solutions that will bring all areas of the site up to the same level of overall web accessibility.
If you have any comments and or suggestions relating to improving the accessibility of our site, please contact us.

QUESTIONS, COMMENTS, COMPLAINTS AND FEEDBACK

Please do not hesitate to contact us at info@sofiaroe.com.
Your feedback will help us make improvements.