I want this to be straightforward, so here’s exactly how booking and payment work, and what happens in the rare event that something goes wrong.
How booking works
- You tell me about your occasion — your date, your venue, your colours, your wording, and anything that’s caught your eye.
- I put together a mock-up.
- You look at it, and we adjust it until it’s right.
- Once you’re happy, I confirm the booking and take a 25% deposit. That secures your date.
- I start work.
You’ll never be asked to pay before you’ve seen a design. If you’d rather secure a date earlier — before a mock-up exists — you’re welcome to pay the deposit up front, but that’s your choice, not something I ask for.
The deposit
The deposit is 25% and non-refundable. Booking your date means setting that time aside, and it may mean turning other work away — so once it’s yours, it’s yours.
Rush orders are paid in full at the time of booking.
Changes along the way
I don’t treat a design as signed and sealed. If something occurs to you as we go, tell me — I’d far rather adjust it than have you settle.
Once I’ve started painting, though, changes mean starting parts of the piece again. Revisions after work has begun may cost extra. I’ll always tell you what it involves and agree it with you before I do anything.
Cancellations and returns
Because every piece is made for one occasion and carries your names, your date or your wording, I can’t resell it. Once work has begun a piece can’t be cancelled or returned.
If something is damaged in transit
Every piece is painted by hand and takes many hours to complete, so if something is damaged in transit I’ll refund you in full rather than promise a remake I may not have time to deliver before your event. If there’s time and it’s possible, I’ll always try — but the refund is guaranteed, the remake isn’t.
Glass pieces aren’t posted, so this shouldn’t arise for mirrors or glassware.
If something is wrong with the piece itself
That’s a different matter entirely, and it applies to everything I make, glass included. If a piece isn’t right — if the workmanship is faulty — tell me and I’ll put it right. That isn’t affected by anything above.