Shipping, Returns and Refund Policy

This policy applies to orders placed through Serene Archive and delivered to addresses within the United Kingdom.

Our artwork prints are produced individually after an order is placed and fulfilled by a specialist print-on-demand production partner.

Please read this policy before completing your purchase.

1. Where We Deliver

We currently accept orders for delivery to addresses within the United Kingdom only.

Orders placed using an address outside the United Kingdom may be cancelled and refunded.

2. Made-to-Order Production

Each product is printed specifically after your order is placed. This allows us to reduce unnecessary stock and overproduction.

Before completing your purchase, please check:

The selected artwork
Product type
Print size
Frame option, where applicable
Quantity
Delivery address

Unless expressly stated otherwise, frames, mounts, furniture and decorative items shown in lifestyle images are not included.

3. Processing and Production

Orders are usually submitted for production shortly after payment is confirmed.

Production time is separate from delivery time and may vary depending on:

The product ordered
The fulfilment location
Current production demand
Seasonal order volumes

We cannot guarantee that an order can be changed or cancelled after production has started.

Please contact us immediately if you notice a mistake in your order. We will try to make the requested change, but this may not be possible once fulfilment has begun.

Your statutory cancellation rights are not affected.

4. Delivery Estimates

Estimated delivery dates shown during checkout are estimates rather than guaranteed delivery dates unless expressly stated otherwise.

Occasional delays may occur because of:

Carrier disruption
Adverse weather
Peak seasonal demand
Production delays
Circumstances outside our reasonable control

Where tracking is available, it will be sent after the order has been dispatched.

Tracking information may take some time to update after a shipping label has been created.

5. Incorrect Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address.

Please contact us immediately if you notice an address error.

An address may sometimes be corrected before dispatch, but changes cannot normally be made once the order has shipped.

If an order is returned because of:

An incorrect or incomplete address
Failure to collect the package
Refusal of delivery
An unavailable recipient
Failure to respond to the delivery carrier

the customer may be responsible for reasonable reshipping costs.

Any applicable reshipping charge must be paid before the package is sent again.

6. Damaged, Defective, Misprinted or Incorrect Products

Please inspect your order promptly after delivery.

Damaged
Defective
Misprinted
Incorrect
Materially different from the product ordered

Please report the issue within 30 days of receiving the product.

To help us investigate, please provide:

Your order number
A description of the problem
A clear photograph showing the entire product
Close-up photographs showing the issue
Photographs of the internal and external packaging where delivery damage is involved
A photograph of the shipping label where requested

We may request additional information or photographs before approving a remedy.

Where the issue is verified, we will offer an appropriate remedy, which may include:

A replacement
A reprint
A full refund
A partial refund, where appropriate

You will not be charged additional production or standard delivery costs for an approved replacement caused by a production, fulfilment or delivery fault.

Please do not return a damaged, defective, misprinted or incorrect product unless we provide written return instructions. A physical return may not be required.

7. Minor Colour and Cropping Variations

Colours may appear slightly different in person from how they appear on a screen because of differences in:

Screen calibration
Device brightness
Display settings
Ambient lighting
Paper characteristics
Printing processes

Minor variations within reasonable printing tolerances are not necessarily defects.

Some artwork may also require slight cropping to fit the selected print dimensions. We aim to show the expected crop accurately in the product preview.

This section does not limit your rights where a product is materially different from its description or product preview.

8. Lost or Missing Orders

Please contact us if your order has not arrived after the estimated delivery date.

Before contacting us, please:

Review the tracking information
Confirm the delivery address
Check with household members
Check any safe place around the property
Check with neighbours or building reception
Contact the local delivery carrier

Orders believed to be lost in transit must be reported within 30 days of the estimated delivery date.

If the carrier confirms or reasonably considers the package lost, we will investigate and may provide a replacement or refund.

Where tracking shows that the package was delivered, we may ask you to contact the carrier and complete further checks before a remedy is approved.

We will reasonably assist with an investigation, but we are not automatically responsible for theft or loss occurring after a package has been correctly delivered to the address supplied.

Your statutory rights remain unaffected.

9. Your Right to Cancel

For standard, non-personalised products purchased online, you may cancel your order without giving a reason.

You must notify us that you wish to cancel within 14 days after receiving the product.

After notifying us, you must return the product within a further 14 days.

To exercise your right to cancel, contact us at:

Email: serenearchive.co.uk@gmail.com

Please include:

Your name
Order number
Email address used for the order
The product you wish to return
A clear statement that you wish to cancel the purchase

Do not send the product back until we confirm the return instructions in writing.

10. Condition of Change-of-Mind Returns

Returned products must be:

Unused
Unhung
Unaltered
Free from marks, stains, tears or creases
Returned with any included components
Packaged securely to prevent damage during transit

You may inspect the product in the same way that you reasonably could in a physical shop.

We may reduce the refund to reflect a loss in value caused by handling beyond what was reasonably necessary to inspect the product.

Products that have been cut, mounted, framed by the customer, written on, damaged or otherwise altered may have a reduced refund or may not qualify for a full refund.

11. Return Postage

For an ordinary change-of-mind return, the customer is responsible for:

Return postage
Suitable protective packaging
The product until it reaches the return address

We strongly recommend using a tracked and appropriately insured delivery service.

We are not responsible for returns that are lost, damaged or sent to an incorrect address.

Where a product is faulty, damaged, incorrect or not as described, we will cover reasonable return costs if we require the product to be returned.

12. Change-of-Mind Return Address

Approved change-of-mind returns should be sent to:

Serene Archive
Apartment 407
9 Eastfields Avenue
London
SW18 1YR
United Kingdom

Please contact us before sending a return.

Returns sent without prior notice may be delayed because we may be unable to identify the relevant order.

Customers should not send damaged, defective, misprinted or incorrect products to this address unless we specifically request a physical return.

13. Personalised and Custom Products

The right to cancel for change of mind does not normally apply to goods made to the customer’s specifications or clearly personalised.

This may include products containing:

A customer’s name
A personal date
Customer-provided wording
A customer-uploaded photograph
A specially requested quotation
Bespoke artwork alterations
Non-standard dimensions created specifically for the customer
Other individually commissioned features

Selecting an artwork, print size or standard frame option from our normal catalogue does not, by itself, necessarily make the product personalised.

Personalised and custom products remain eligible for a remedy if they arrive damaged, defective, incorrectly produced or materially different from the approved order.

14. Exchanges

Because each product is made to order, we do not normally offer direct exchanges for:

A different artwork
A different size
A different frame option
A product selected incorrectly by the customer

Where your statutory cancellation right applies, you may return the original product under this policy and place a separate order for the preferred item.

This does not affect your rights where the original product is faulty, damaged or incorrect.

15. Refunds

Once an authorised return has been received and inspected, we will notify you whether the refund has been approved.

For a valid cancellation, we will refund:

The eligible product price
The cost of the least expensive standard delivery option offered for the order

If you selected express, priority or another enhanced delivery service, we are not required to refund the additional amount above the standard delivery cost.

Change-of-mind return postage is not refundable.

We may withhold the refund until:

We receive the returned product; or
You provide satisfactory evidence that it has been returned

whichever occurs first.

Approved refunds will be issued to the original payment method within 14 days of receiving the returned product or acceptable evidence of return, subject to applicable law.

Your bank or payment provider may require additional time to display the refund.

16. Refused and Unclaimed Deliveries

Please do not refuse a delivery as a method of requesting a return.

A refused or unclaimed package may be returned to a fulfilment facility rather than to our customer return address.

Where a package is returned because it was refused, unclaimed or not collected, the customer may be responsible for reasonable reshipping or return costs where permitted by law.

Any refund will be assessed once the package has been located and accounted for.

17. Fraudulent or Abusive Claims

We reserve the right to investigate claims that appear:

Fraudulent
Misleading
Duplicated
Abusive

We may request additional photographs, packaging evidence, carrier documents or other reasonable information.

Nothing in this section permits us to withhold a remedy where a customer has a valid legal right to one.

18. How to Contact Us

For delivery questions, cancellations, returns or refund requests, contact:

Store: Serene Archive
Email: serenearchive.co.uk@gmail.com
Business address:
Apartment 407
9 Eastfields Avenue
London
SW18 1YR
United Kingdom

Please include your order number and the email address used during checkout.

Do not return a damaged, defective, misprinted or incorrect product until you have received written return instructions.