Need to contact us?
Post: 83 Victoria Street, London, SW1H 0HW
How we may contact you
If we have to contact you, we will do so by by writing to you at the email address or postal address you provided to us in your order.
Terms & Conditions
1. Sketched by Siena Terms and Conditions
We must receive payment in whole for the price of the goods that you order before your order can be accepted. Once payment has been received by us we will confirm that your order has been received by sending an email to you at the email address you provide in your order form. This is not an Order Acceptance from Sketched by Siena. Our acceptance of your order takes place on the despatch to you of the products ordered unless we notify you that we do not accept your order, or you have cancelled your order in accordance with clause 3. Our acceptance of your order brings into existence a legally binding contract between us.
2. Pricing, Delivery and Discount Codes:
2.1 The prices payable for goods that you order are as set out in our website.
2.1.1 All of our prices are in UK Pounds. You will be billed in UK Pounds and if you purchase from outside the UK, currency fluctuations and credit card charges may make a difference to the amount billed on your credit card.
2.2 You may be required to pay extra for delivery and it might not be possible for us to deliver to some locations. Our delivery charges are set out in our website.
2.3 Promotional discount codes: We may from time to time offer promotional discount codes (either directly or via third parties) which may apply in respect of any, or certain specified, purchases made though this Website. Such codes may only be applied to purchases of full-price items and cannot be used in conjunction with any other offer or discounts.
2.4 Please click here to view our delivery charges.
3. Cancellation by us
3.1 We reserve the right to cancel the contract between you and us if:
3.1.1 we have insufficient stock to deliver the goods you have ordered;
3.1.2 we have reasonable belief that the customer will reprint
3.1.3 we do not deliver to your area; or
3.1.4 one or more of the items you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
3.2 If we do cancel your contract we will notify you by email or by telephone, and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
4. Delivery of goods to you
4.1 We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order. It is your responsibility to ensure that the delivery address you give us is correct and accurate and that there is somebody to sign for and take delivery of the goods from the delivery service used.
4.2 All orders within the UK are delivered using Royal Mail or an alternative carrier during Royal Mail industrial action.
4.3 You will become the owner of the goods you have ordered when they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
4.4 We make no promise that materials on our website are appropriate or available for use in locations outside the United Kingdom, and accessing the website from territories where its contents are illegal or unlawful is prohibited. If you choose to access this site from locations outside the United Kingdom, you do so on your own initiative and are responsible for compliance with local laws.
4.5 If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then you will be responsible for the repeat delivery costs.
4.6 We will deliver the products ordered by you to the address which you provided when you placed your order. If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which have not been received.
We use a number of delivery services and some of them are untracked, If having tracked your order and the tracking clearly states that it has been delivered we may require you to complete a Denial of Receipt “Claims” form – this will allow us to launch a full investigation with the courier. Once the investigation is completed we will arrange either a replacement to be produced or issue a full refund.
If your item has been dispatched on untracked Royal Mail delivery service and you have not received your order within 15 working days from the date of dispatch, before we can move forward with a resolution it is important that you check with your local sorting office to see if they have a parcel held for you – just make sure you take one form of ID to confirm your identity (even if you have not received a calling card notification from your postman).
Dispatch times are product dependent, when placing your order we display on the product page an estimated dispatch date – these dates included are to be used as an indicator – actual timescales may differ due to events and conditions outside the control of Sketched by Siena.
Whilst we make every effort to deliver goods as quickly as possible, we cannot guarantee delivery on a specific date. We cannot accept liability for deliveries made outside of this timescale. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries as ultimately this element of the service is provided not by Sketched by Siena, but our courier partners.
Some postal addresses may not be covered by our normal delivery services and so we may have to contact you to advise you of extra postal charges.
If you do not receive your order either within 28 days of the date of purchase or within 28 days of the date of dispatch email. Please notify us by email at firstname.lastname@example.org, should this requirement not be fulfilled, we do not accept any liability regarding the product and/or its delivery.
In the event that we reproduce an item for you and subsequently the original is returned as undelivered by any courier, we reserve the right to charge an administrative fee up to 100% of the sales price of the reproduced product.
We reserve the right to request customer wait up to 15 working days from the date of dispatch before replacing any undelivered item. Once again this is because we do not provide the delivery service therefore the responsibility of the order transfers to the courier or supply partner transporting your item.
5.1 If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us by email of the problem within 7 working days of the delivery of the goods in question.
5.2 Shipping & Returns
5.2.3 Due to the bespoke nature of these products, they cannot be returned or exchanged, unless faulty.
Firstly, we are sorry that you may have received a faulty item. If you believe that your item is faulty please get in touch with us and send a clear image of the item with an explanation of the fault. We will also need you proof of purchase, within 30 days of purchase.
Once we have confirmed the item is faulty a new item will be sent to you free of charge or we can process a full refund if requested.
Faulty items will only be accepted if the goods are delivered to a customer damaged or if there is a subsequent manufacturing fault within a period of 12 months after delivery. Any items displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Your statutory rights are not affected.
5.3 Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify us of under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question under clause 5.2.3 above.
5.4 You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
5.5 Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
5.6 We cannot be held responsible for any delays once the goods have left us and are in possession of the courier or Royal Mail.
Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent by email to our contact address at email@example.com and all notices from us to you will be displayed on our website from time to time.
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
9.1: Third Party Rights: Except for our affiliates, directors, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
9.2 Third Party links: We may include hyperlinks on this Site to other websites or resources operated by parties other than Sketched by Siena, including advertisers. Sketched by Siena has not reviewed all of the sites linked to its Web Site and is not responsible for the content or accuracy of any off-site pages nor are we responsible for the availability of such external websites or resources, and do not endorse and are not responsible or liable, directly or indirectly, for the privacy practices or the content of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources.
10. Governing Law
Each and every transaction carried out is deemed to be completed within the United Kingdom and therefore shall be governed by and interpreted in accordance with English Law. The terms of this charter (and any dispute, controversy, proceedings or claims of whatever nature in relation to them) shall be governed and interpreted in accordance with English Law and the English Courts shall have exclusive jurisdiction in relation thereto.
11. Entire Agreement
11.2 We make no representations or warranties about the accuracy completeness or suitability for any purpose of the information and related graphics published on our website. From time to time our site may contain technical inaccuracies or typographical errors.
12. Trade Marks
All trademarks, product names and company names or logos sited herein are the property of Sketched by Siena. No permission is given by us in respect of the use of any such brand names, illustration designs, font, photographs, product names or titles or copyrights and such use may constitute an infringement of the owners’ rights.
13. Events Beyond our Control
We will not be in breach of this Agreement or otherwise liable for any delay in performance if to the extent that any delay or failure is due to circumstances beyond its reasonable control including, without limitation, strikes, lockouts and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
14. Our rights
We reserve the right to change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.