Services and products

Due to the handmade nature of our canvasses there may be slight variations in the size of the product delivered to you.

Please remember that the preview images shown on the website do not show the wrap-around on the edge of the canvas. This is more pronounced on the smaller canvasses, and can be avoided by ordering a canvas with a block-colour border (although we think the wrap looks better).

Once you have placed an order for any goods or services via this web site (including any order for product or services), the order will not be treated as having been accepted until you receive confirmation from us that this is the case. This confirmation may be by email or post. The decision as to whether to accept any order from you is at our discretion and we are not bound to do so.

We may, at our sole discretion, refund all or a proportion of the payment made in respect of the order concerned but reserve the right to charge in full as if the products had been dispatched. To maintain continuity of service we reserve the right to use alternative materials in production, to those stated on the website.

Delivery

Our aim to deliver our canvasses within 14 days from the receipt of your order, although can't offer a gurantee to do this due to circumstances beyond our control.

Termination

We may terminate your order without notice at our sole discretion. We will refund any monies due in such a circumstance.

Returns

f a product is faulty in any way, then you can return it to Caramel Sky Ltd within 14 days. Please call our Customer Services Department on 020 7624 1233 upon receipt of the product quoting your name or order number. A Customer Services representative will then talk you through the returns procedure.

Please do not send your products back to Caramel Sky Ltd without contacting a member of our team first. May we remind you to review the terms that you agreed to at time of purchase which are on your order form (if posted) or on our web site if purchased online and in the online order confirmation email.

We are determined that you should be a happy customer and we put in huge efforts to produce the best items we can, but sadly human error may occasionally surface. If you are unsatisfied, raise your concern. Please note we work in accordance with these provisions:

Non-faulty goods: We cannot accept returns of Non-Faulty goods because the products have been personalised or customised specifically for you.

To return faulty goods you need to firstly contact a member of our Customer Services on 020 7624 1233. Please send written notice and return the product to Caramel Sky Ltd (please see the Contact Us page for the address)

We will only acknowledge returned goods if they are sent using Royal Mail 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault then we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.

It is only when we receive the item in its original state, that Caramel Sky Ltd will redo or recommend remedy for a faulty item. Please note if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair.

Where there is minor fault we may suggest an alternative remedy.

Iis rare that problems occur!