Terms & Conditions
Please read these Terms & Conditions carefully before placing your order
By paying your deposit, you confirm that you have read, understood and agreed to these Terms & Conditions
- Permission to Preserve Your Flowers
By agreeing to these Terms & Conditions and placing an order with True Dreams, you grant True Dreams permission to handle your flowers as part of the commissioned artwork
- Sending Your Flowers to True Dreams
It is the customer’s responsibility to ensure that their flowers are packaged correctly and delivered to our studio as soon as reasonably possible and in the best possible condition
We provide detailed Packaging and Delivery instructions, which should be followed carefully to give your flowers the best possible chance of arriving in suitable condition for preservation
As part of our recommended delivery method, we recommend taking your parcel to a Post Office and sending it via Royal Mail Special Delivery Guaranteed by 1pm. This is our recommended service as it provides a tracked and time-specific delivery option; however, this is a recommendation only and does not guarantee delivery by a particular time
You are completely free to choose another postal or courier service. Regardless of which delivery provider you choose, it is the customer’s responsibility to arrange and pay for the delivery of their flowers to our studio
Until your flowers have been safely received by True Dreams, the flowers remain the customer’s responsibility. True Dreams cannot accept responsibility for flowers that are lost, delayed, damaged, crushed, spoiled, wilted or otherwise affected before they arrive at our studio, including any loss or damage occurring while the flowers are being transported to us by post, courier or another third party
We will always preserve your flowers to the best of our ability once they have safely arrived at our studio. However, wilted, bruised, dead, mouldy, crushed or otherwise severely damaged flowers cannot necessarily be restored during the preservation process
If some blooms are too damaged to preserve but you would still like them represented in your artwork, you may purchase replacement flowers from your florist. If this is not possible, please Contact Us to discuss alternative options.
- Booking Deposit and Final Payment
True Dreams requires a £50 non-refundable deposit at the time of booking to secure your preservation slot
The final invoice will be generated and sent to your email address. The remaining balance must be paid within three days of receiving the invoice
Your preservation artwork will not be designed, framed or released until the balance has been paid in full
The customer is responsible for ensuring that the final balance is paid promptly so that the preservation process can continue without unnecessary interruption or delay
Preserved flowers are natural, organic materials and require appropriate conditions and care within a reasonable timeframe. They cannot be stored indefinitely while awaiting payment, and prolonged storage may affect their condition, quality or suitability for the completed artwork
If the outstanding balance is not paid in full within 14 days of the original payment due date, True Dreams reserves the right to dispose of the preserved flowers and any other materials relating to the order. In such circumstances, True Dreams will have no obligation to complete the artwork or return the preserved flowers
- Cancellation, Refunds, Returns and Exchanges
True Dreams does not accept refunds, returns or exchanges for completed bespoke artwork
This does not affect any rights you may have under applicable UK consumer law
- Confirmation of Your Order and Changes
Once your frame option, design and other relevant details have been approved through confirmation email or other written communication, True Dreams will proceed with the agreed commission
After confirmation, True Dreams cannot guarantee that the order can be modified, reduced or changed at the customer’s request, particularly once preservation, framing or final construction has begun
Any changes requested after confirmation may not be possible and, where possible, may incur additional costs
- Product Colours and Materials
Colours, materials and finishes may appear slightly different from those displayed on your screen due to differences in monitor settings, screen brightness and device displays
Where a particular frame, mount, material or other component becomes unavailable, discontinued or unsuitable, True Dreams reserves the right to suggest the closest available alternative. Where the change is significant, we will discuss this with you before proceeding
- Frame Installation and Safety
It is the customer’s responsibility to securely hang, mount or place their completed frame in a suitable location
All frames are delivered fully assembled and securely packaged. However, the customer is responsible for ensuring that the appropriate wall fixings, furniture, supports or hanging methods are used for the weight and size of the frame
True Dreams cannot accept responsibility for damage caused by incorrect installation, unsuitable fixings, accidental falls, improper placement or installation
- Natural Changes During Preservation
Flowers are natural, organic materials and preservation cannot completely control how an individual flower will respond to drying, pressing or other preservation techniques
While every effort is made to preserve your flowers beautifully, some flowers may not preserve exactly as expected. Changes in colour, shape, size, texture, transparency, structure and overall appearance may occur
Because every flower is different, True Dreams cannot guarantee that preserved flowers will retain exactly the same colour, shape, size or appearance they had when fresh
- Possible Colour, Shape and Texture Changes
Some flowers may change considerably during preservation. Examples include, but are not limited to:
* Red flowers may become darker, deeper red, burgundy, wine or brownish-red
* Cream and white flowers may become darker cream, ivory or beige, sometimes with yellow or warm undertones
* Pink flowers may become lighter or darker depending on the variety and natural pigmentation
* Some flowers may develop a more matte or vintage appearance after moisture has been removed
* Some flowers may shrink, curl, flatten, open further or change their natural shape
* Flowers with naturally high moisture content may be more difficult to preserve and may respond differently from other flowers in the same bouquet
This list is not exhaustive. Because flowers are botanical and organic materials, other natural changes may occur depending on the variety, age, condition and individual characteristics of each flower
These changes are a normal part of flower preservation and are not necessarily considered defects
- Replacement Flowers and Colour Enhancement
In rare circumstances, a flower may not preserve sufficiently well to be suitable for the final artwork
Where appropriate, the affected flower may be replaced by True Dreams or, where agreed, by the customer
Replacement flowers will be selected to closely match the original flower wherever reasonably possible. However, because flowers are natural and seasonal products, an exact match in colour, variety, size or shape cannot always be guaranteed
In some circumstances, True Dreams may use professional colour enhancement or other artistic techniques to improve the appearance of a preserved flower. Any such treatment will be carried out at the artist’s discretion where considered appropriate for the finished artwork
Where a natural flower cannot be preserved successfully, other suitable botanical element may, in rare circumstances, be used to maintain the overall appearance and balance of the design
- Artistic Interpretation and Selection of Flowers
Every artwork is individually created and involves artistic interpretation
Unless specific design preferences have been agreed in writing with the customer, the final arrangement and composition are at the discretion of the Flower Preservation Artist
True Dreams will use the flowers provided to create the most aesthetically pleasing artwork possible, taking into consideration the condition, size, colour, shape and suitability of each flower
Not every flower, petal or piece of foliage provided will necessarily be included in the final artwork
Where flowers are left out of the final artwork for any reasons, this does not constitute a failure to complete the agreed service and does not entitle the customer to a reduction in price
- Unused Flowers and Materials
We do not return flowers, foliage or other natural materials that were not selected or suitable for inclusion in your final artwork
Any unused flowers may be disposed of after the artwork has been completed
If you require any remaining flowers or materials to be returned, this must be discussed and agreed with True Dreams before the preservation process begins
- Preservation Process and Natural Imperfections
Flower preservation is a delicate, handmade process involving natural materials. As a result, no two pieces will ever be identical
Minor imperfections, variations in texture, petal placement, shape, colour and finish may occur and form part of the character of handmade botanical artwork
The preservation process cannot guarantee a perfect reproduction of the flowers in their fresh condition
- Turnaround Time
The approximate turnaround time for your completed artwork is 6+ months
This is an estimated timeframe and is not a guaranteed completion or delivery date
The time required can vary considerably depending on the variety, quantity, size and condition of your flowers, the preservation method required, drying and pressing times, replacement flowers, framing requirements, communication timeframe and the complexity of your chosen design
Turnaround times may also be affected by external circumstances, including supplier availability, courier or postal delays, seasonal demand, equipment issues, unforeseen studio circumstances and other events outside our reasonable control
By placing an order, you acknowledge that flower preservation is a lengthy and delicate process and that your artwork may take longer than the estimated timeframe where circumstances require
We will always aim to complete your artwork as soon as reasonably possible while maintaining the quality of the preservation and final piece
- Damage to Completed Artwork during Delivery
In the event that your completed artwork arrives damaged during its journey to you, True Dreams must be notified within 24 hours of receipt
Please take clear photographs of the packaging, the damage and the artwork and contact us as soon as possible
Each case will be assessed individually and we will discuss the appropriate recovery, repair or replacement options with you
Customers should retain all original packaging until the matter has been resolved, as photographs or packaging may be required when making a claim with the delivery service
- Loss of Completed Artwork during Delivery
In the unlikely event that your completed artwork is lost during its journey to you, please contact True Dreams immediately
We will discuss the situation with you and agree on the appropriate next steps
- Caring for Your Preserved Artwork
Preserved flowers remain natural organic materials and require appropriate care
To help maintain the appearance of your artwork, it should be kept away from direct sunlight, excessive heat, radiators and other heat sources, damp or humid environments, condensation and areas where it may be knocked, dropped or exposed to excessive vibration
- Events beyond Our Reasonable Control
True Dreams will take reasonable care of your flowers and artwork while they are in our possession
However, we cannot be held responsible for delays, loss or damage resulting from circumstances beyond our reasonable control, including but not limited to fire, flood, severe weather, power failure, equipment failure, supplier issues, postal or courier disruption, civil disorder or other unforeseen events
Where such circumstances occur, we will make reasonable efforts to communicate with you and find an appropriate solution
- Customer Conduct
True Dreams is committed to providing a respectful and professional service
Abusive, threatening, discriminatory or intimidating behaviour towards the artist, staff, delivery providers or any person acting on behalf of True Dreams will not be tolerated
Where such behaviour occurs, True Dreams reserves the right to suspend or terminate the service, subject to applicable law and any outstanding contractual obligations
- Changes to These Terms & Conditions
True Dreams reserves the right to update or amend these Terms & Conditions from time to time
The Terms & Conditions applicable to your order will be those in effect and accepted at the time your booking is confirmed
Any changes made after your booking has been confirmed will not retrospectively alter the terms applicable to that existing order, unless otherwise agreed or required by law
Have questions? Please contact us.
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