When a package is delivered internationally, it may be subject to import taxes, customs duties, and/or fees imposed (e.g. handling fees) by the destination country. These charges are typically due once the package arrives in the destination country.

The buyer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees. These charges can vary widely and are often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.

I'm afraid I can’t predict which of these fees, if any, will be applicable to your order. Please check locally. I'm happy to confirm the packaging size and shipping method before ordering, if required.

If you need to send me a photo of your house, you can send it via Etsy Messages or to me directly at jenrussellsmith@gmail.com if that's easier.

I try to keep my shop announcement (at the top of the page!) updated with my current turnaround. Each listing will also have an estimated dispatch and delivery date, which I adjust according to my workload. Or feel free to message me to enquire about delivery by a particular date.

Copyrights of all illustrations (including custom orders) are non-transferable with sale. If you're interested in purchasing the copyright for your image, please contact me.

I may use any illustrations, including custom orders, for other future use including, but not limited to, my social media, website and hard copy print. All identifying features (names, addresses etc) will be removed in advance. If you would prefer me not to use your custom illustration for these purposes, please contact me to discuss.

If your custom order requires me to work closely from a photo, please ensure you have copyright (it's your photo) or have requested permission from the copyright owner (for example, your wedding photographer).

Customers are responsible for thoroughly checking their print proof (particularly address details!) and I cannot take responsibility for any errors that were signed off at proof stage. If necessary, I will happily reprint as cost-effectively as possible but customers will need to bear these costs. I take full responsibility for correcting and reprinting if any errors are identified in the final product that WERE NOT present in the proof.

If I have not received the photos for your custom order by the scheduled dispatch date, I will convert your order into a Gift Voucher for redemption for the same product (regardless of price increases) in the future. The turnaround for the creation of your artwork will then depend on my workload at that point. I will always make three attempts to contact you via Etsy Message or the email address on your account prior to converting your order to a Gift Voucher.

I will send orders to the address listed on the Etsy order. If you would prefer your order sent elsewhere, please get in touch via Etsy message. I'm happy to resend orders returned to me due to an incorrect address, but customers will need to bear the cost if it's a result of the wrong address listed on their Etsy account.

The estimated shipping time (1-2 days for UK, 5-12 days for the rest of the world) is provided by the carrier and is usually accurate, but does occasionally take longer. On the rare occasion parcels are severely delayed or lost in transit, I will happily refund or replace once the time-frame has passed for the carrier to consider the item lost. This is usually 30 working days, but may vary. If your order arrives damaged, I will happily refund or replace as long as you contact me as soon as possible and are able provide photos of the damage to the item and/or packaging.