Terms & Conditions

Effective Date: 16 August 2026

Welcome to Solace Keeps.

By placing an order with me, you agree to the following Terms & Conditions. I have tried to write them in plain English, because you should be able to understand what you are agreeing to. Nothing in them takes away your legal rights as a consumer.

About Solace Keeps

Solace Keeps is run by me, Stephanie, as a sole trader based in Sheffield, United Kingdom. When these Terms say "I" or "me", that is who you are dealing with — there is no one else behind the scenes.

You can reach me at any time at stephanie@solacekeeps.co.uk.

My Service

Solace Keeps creates bespoke memorial portraits using photographs supplied by you.

Every portrait is individually created and no two pieces are identical.

As part of my creative process, I use professional editing software and AI-assisted image tools to help combine, restore and edit photographs and create the commissioned portrait. I remain involved in the creative process and personally review and refine the artwork before it is sent to you for approval.

Because each portrait is made from your own photographs, the finished result depends partly on those photographs — their quality, the angle and lighting, and how well they suit the portrait you have in mind. I will always tell you honestly what I think can be achieved before you commit to anything.

Who Can Order, And Photographs Containing Children

The person submitting an enquiry and placing an order must be aged 18 or over.

Your photographs may contain people under 18. Where they do, you confirm that you have the necessary right, authority or permission to provide the photograph and to have it processed for the purpose of creating your commissioned portrait.

You will be asked to confirm this when you send your enquiry. If you are unsure whether you have the permission you need, please ask me before ordering.

If those confirmations cannot be relied on, I may refuse the order or cancel it. Where that happens and you have already paid, you will receive a refund as set out in If I Cannot Accept Or Continue With An Order below.

Your Photographs And Permissions

When you place an order you confirm that:

• You are aged 18 or over.
• You have the right and/or permission to provide the photographs you send me, and to have them used to create your portrait.
• Where a photograph shows another living adult, you have obtained any permission needed for it to be provided to me and worked with for your commission.
• Where a photograph shows someone under 18, you have the necessary right, authority or permission to provide it and to have it processed for the purpose of creating your commissioned portrait.
• You authorise me to crop, retouch, restore, combine, reposition and digitally edit your photographs, and to adjust their lighting and colour, as far as is reasonably necessary to create the portrait you have asked for.
• You understand and agree that your photographs may be processed using professional editing software and AI-assisted image tools where reasonably necessary to create your commissioned portrait.

AI-assisted image tools may be used to help combine photographs, restore images, adjust backgrounds, lighting, colour and composition, and create the portrait you have requested. I remain involved in the creative process and personally review and refine the finished artwork.

You will be asked to confirm that you are happy for your photographs to be processed using these tools before submitting your photographs.

Please do not knowingly send me photographs that you do not have the right or permission to provide. If that comes to light, I may have to stop work, and I would rather we avoided that together at the start.

Where possible, please provide the highest quality, unedited images available to achieve the best results.

Photographs with heavy filters, strong digital alterations, or excessive editing are not ideal, as I require a true and accurate representation of the person in order to create a faithful and natural portrait.

Further information about how your photographs are edited, processed, retained and shared is in my Photo & Image Policy. How your personal information is handled, and which service providers may process it, is set out in my Privacy Policy.

Ordering And Payment

There are two ways to begin, and you can use whichever suits you.

• An enquiry first. Through my enquiry and contact forms you send me your photographs and your story, I look at them properly, and I come back to you with honest advice and a quotation. This costs you nothing, and there is no obligation.
• A direct order. On my portrait order page you choose your portrait (Digital or Keepsake), upload your photographs and pay securely at the same time. I then assess your photographs before any work begins. If I cannot create your portrait from them, you receive a full refund, as set out below. Portraits of five or more people cannot be ordered directly and are quoted individually, through an enquiry, before any payment is taken.

Whichever route you take, your order is accepted once payment has been received and I have confirmed that your photographs and your request are suitable for the service. Until both of those things have happened, no contract is in place.

Full payment is required before work begins, and work will begin once payment has been successfully received.

I do not store your full card details. How your personal information is handled is set out in my Privacy Policy.

Image Suitability & Feasibility

Once I receive your photographs, I will carefully assess whether I am able to create the requested portrait to a high standard.

In some cases, due to image quality, clarity, angle, or other technical limitations, it may not be possible to complete the requested artwork.

If this occurs:

• I will notify you as soon as possible after reviewing your images.
• I may ask you for alternative photographs, where you have others available, that would allow the commission to proceed.
• If the order has already been paid for and I am unable to proceed, a full refund will be issued.

I will always be transparent as early as possible, whether you have enquired first or ordered directly, to avoid disappointment.

If I Cannot Accept Or Continue With An Order

Occasionally I may need to decline a commission before work begins. That would only be for a genuine reason, such as:

• The photographs supplied are not suitable for the portrait requested.
• The permissions needed to use the photographs cannot be confirmed.
• The person ordering is not aged 18 or over.
• The work requested cannot reasonably be produced to a standard I would be willing to put my name to.
• The request is unlawful, or is not something I am willing to create.

If I decline or cancel an order before any work has been carried out and you have already paid, you will receive a full refund.

If work has already begun and I have to stop — for example because a confirmation given at the time of ordering turns out not to have been correct — I will refund you what is fair in the circumstances, taking into account the work already done, and I will explain clearly how I have worked that out. This does not affect your statutory rights.

Revisions And Your Approval

Your portrait includes revisions until you are happy with the final artwork.

You will always be shown the finished design for your approval, and printing only begins once you have told me you are happy with it.

Once you have approved the design and printing has started, further creative or design changes may no longer be possible, as your portrait is being made specifically for you at that point.

That applies to design changes only. If what arrives is faulty, damaged, or not what you approved, your legal rights are entirely unaffected — see below.

Cancellations And Refunds

Every Solace Keeps portrait is made to your individual specification and is personalised to you and your family. Under UK consumer law, goods that are made to a customer's specification or are clearly personalised are exempt from the usual 14-day right to cancel a distance purchase simply because you have changed your mind. That is why this section matters, and why I want it to be clear rather than buried.

If you change your mind. Please tell me as soon as you can, and I will always try to be fair with you.

• If I have not yet started work, I will review your request and, where appropriate, issue a refund.
• If work is under way, get in touch and I will do what I reasonably can, taking into account the time already spent on your portrait.
• Once you have approved your design and printing has begun, your order cannot usually be cancelled or refunded for a change of mind, because it has been made for you and cannot be sold to anyone else.

Where I offer a refund at any of these stages it is because I want to, not because a rule forces me to — but I would always rather find a way to help than hide behind a policy.

If I cannot fulfil your commission. You receive a full refund, as set out above.

If your order arrives damaged. See the next section — I will repair, replace or refund.

If your portrait is faulty. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If yours is not, you have the right to reject it for a full refund within 30 days of delivery, and after that to ask for a repair or replacement. Those rights are yours regardless of anything written here.

If your portrait is not what you approved, or not as I described it to you, please tell me and I will put it right.

Full details are set out in my Refunds & Returns policy. Nothing in these Terms & Conditions affects your statutory rights.

Turnaround Time

My usual turnaround is 7 to 14 working days.

That period begins once all three of these have happened: payment has been received, you have provided suitable photographs and everything else I need, and I have confirmed that your commission can go ahead.

Many orders are completed sooner; however, turnaround times may vary during busy periods.

If something unexpected causes a significant delay, I will contact you and let you know where things stand. If you need your portrait for a particular date, please tell me before you order so I can be honest with you about whether it is possible.

Delivery

I deliver throughout the United Kingdom.

International shipping is not currently offered as a standard service. If you are ordering from outside the UK, please contact me before placing your order and I will tell you honestly what is possible for your country.

Please make sure the delivery address you give me is correct and complete. I can only send your portrait to the address you provide, and a portrait sent to an address that turns out to be wrong may be delayed or lost.

Delivery times are estimates and may vary depending on the courier. Until your portrait is in your hands it remains my responsibility, so if it does not arrive, or arrives damaged, please tell me and I will sort it out with the courier — that is not something for you to chase.

Damaged, Faulty Or Incorrect Orders

Please contact me as soon as possible, ideally within 24 hours of delivery, if your order arrives damaged. The sooner I know, the easier it is to raise it with the courier and get a replacement to you quickly.

I may ask you for photographs of the damage, and of the packaging it arrived in, as this genuinely helps to resolve the matter.

Where appropriate I will repair, replace or refund the item at no additional cost to you.

Getting in touch after 24 hours does not mean you lose anything. This request is to help me help you, and does not affect your statutory rights.

Intellectual Property

Your photographs stay yours. Sending them to me does not give me any ownership of them. It gives me permission to use them to create your portrait, and nothing more.

The artwork I create is mine as the artist. The composition, the retouching and the creative work that goes into your finished portrait remain my intellectual property.

Your portrait is yours to enjoy. You own the piece you have bought and you are free to use it as anyone would: hang it, display it, photograph it, give it as a gift, keep it in the family, or share a picture of it with the people you love, including on your own social media if you wish.

What you may not do is reproduce your portrait commercially, sell copies of it, or pass the artwork to someone else to reproduce, without my written permission. That is there to protect my work as an artist, not to limit how you live with yours.

Privacy And Sharing Your Portrait

I understand the personal nature of every commission.

Your finished portrait is not displayed on my website, social media or promotional materials unless you have given me permission to do so on the order form.

Permission to display your finished portrait does not include permission to display the original photographs you sent me. Your original photographs are only ever shown as a before-and-after example where you have separately agreed to that.

Saying no to either is completely fine and makes no difference at all to your order, your price or the care I put into your portrait.

How your information and photographs are stored, used and deleted — including the 90-day retention of your original photographs after your order is completed — is set out in full in my Privacy Policy.

Limitation of Liability

While every effort is made to create the highest quality portrait possible, the final result depends in part on the quality of the photographs provided, and there is a limit to what can be recovered from an image that is very small, blurred or heavily damaged. This is why I assess your photographs before accepting your order, and why I tell you honestly at that stage what I believe can be achieved.

I do not exclude or limit my liability where it would be unlawful to do so. That includes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, and for your rights as a consumer in relation to goods that are faulty, not as described, or not fit for purpose.

Nothing in these Terms & Conditions affects your statutory rights.

Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you can bring legal proceedings in your local courts as well as in the courts of England and Wales.