Terms and conditions

Last updated 15 October 2026

In plain English: be fair with us and we'll be fair with you. If you buy as a consumer, nothing here affects your statutory rights under the Consumer Rights Act 2015.

1. About us

Fur & Frame is a trading name of Highfold Group Ltd (company number 17521208, registered in England and Wales). Registered office: Office 21848, 182-184 High Street North, East Ham, London, E6 2JA. When you use Fur & Frame (furandframe.co.uk) or buy from us, your contract is with Highfold Group Ltd. Contact us at hello@furandframe.co.uk.

2. Prices and payment

Prices are shown in pounds sterling. Payments are taken securely by Stripe. If we make an obvious pricing error we'll tell you before going ahead.

Orders

When you place an order you'll get an email confirming it. A contract is formed when we confirm your order. Please check your pet's name, any dates or words, your size and frame, and your delivery address before you pay: names and dates are typeset separately and printed exactly as you type them.

Making and delivery

Prints, framed prints and canvases are made to order by our print partner, Prodigi, at a UK lab and sent by tracked delivery to the address you give us. We deliver to UK addresses only. Estimated delivery dates are shown before you pay.
Risk passes to you on delivery; ownership passes when we've received full payment.
If something is delayed beyond the estimate we'll tell you, and you can cancel for a full refund if it's more than 30 days late.

How your portrait is made

Portraits are created digitally from your photos with image-generation software, in the style you choose (our privacy policy names the company that runs it). Your portrait is printed from the artwork you choose: the preview you pick at checkout or (if there was no preview) a proof we email you to approve. Every print file is checked automatically for print resolution; one that falls short is held for a person to look at before anything is printed. If we ever change the artwork noticeably, we'll send it to you to approve first. They are not hand-painted. Previews are shown at low resolution with a watermark; the final artwork is prepared at full resolution and may differ slightly in fine detail.

Colours on screen and on paper or canvas can vary a little. Instant previews are limited to a few per hour so the service stays fair for everyone.

Your photos

By uploading a photo you confirm you have the right to use it (for example, you took it, or the photographer has said you can) and that it doesn't infringe anyone else's rights. You keep all rights in your photos, and you give us permission to use them only to create, check and print your portrait. We will not use your photos or portraits in our marketing unless you give us separate, explicit permission. We may decline any order we consider offensive or unlawful.

Digital downloads

Digital portraits are for your personal use (printing, sharing, gifts). Please don't resell them.

A digital portrait is digital content made for you. When you buy one, you ask us to start straight away and confirm that you understand you'll lose your 14-day right to cancel once it has been emailed to you (Consumer Contracts Regulations 2013, regulations 36 and 37). We confirm this in your order email. You can cancel free of charge at any time before it's emailed.

Cancellations and refunds

See our refunds & cancellation policy.

Our liability

We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We're not responsible for loss that wasn't foreseeable. Nothing limits our liability for death or personal injury caused by negligence, fraud, or anything else that can't legally be limited.

Complaints

If something's gone wrong, email hello@furandframe.co.uk and we'll aim to resolve it within 14 days.

Law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you can also bring proceedings in your local courts.