Terms and Conditions

These Terms and Conditions (the “Terms”) govern the relationship between you (the “Customer”, “you”) and Tairo Ventures Ltd, trading as Ottilie Paperie (“we”, “us”, “our”), in connection with any commission, order, product, or service supplied through ottiliepaperie.com (the “Site”).

By placing an order, accessing the Site, or otherwise engaging our services, you confirm that you have read, understood, and agreed to be bound by these Terms. If you do not agree, you must not place an order.

1. About us

Ottilie Paperie is a trading name of Tairo Ventures Ltd, a private limited company registered in England and Wales under company number 17186608, with its registered office at 66 Paul Street, London, EC2A 4NA. References to “Ottilie Paperie” in these Terms are references to Tairo Ventures Ltd in its capacity as supplier under that trading name.

2. Eligibility

You must be at least 18 years of age and have the legal capacity to enter into a binding contract in your jurisdiction in order to place an order. By placing an order you represent that you meet these requirements.

3. Commissions are bespoke goods

Each commission is designed, produced, and finished to your individual specification. Accordingly, the goods supplied under these Terms constitute “goods made to the consumer’s specifications or clearly personalised” within the meaning of regulation 28(1)(b) of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You expressly acknowledge and agree that, once production has commenced, the statutory fourteen (14) day cancellation right (“cooling-off period”) for distance contracts does not apply. Your statutory rights under the Consumer Rights Act 2015 in respect of quality, fitness for purpose, and conformity with description are not affected by this provision.

4. The commission process

Your commission proceeds through documented stages. Each stage is binding once you confirm it in writing (including by email or by approval through any customer portal we operate):

1. Order placed. You submit images, a brief, the words to be printed inside the card, and pay the deposit.
2. Illustration drafted. We design a watercolour illustration. The commission includes three (3) rounds of refinement. Further refinements, if requested, are charged at £100 per round (or such other rate as is stated on the Site at the time of request).
3. Illustration approved. You confirm in writing that the illustration meets your specification.
4. Sample produced and approved. We post a single finished card to you. You confirm in writing whether you approve it for full production.
5. Balance paid and full production. You pay the remaining balance. We print, finish, and dispatch (or post directly to recipients, where applicable).

5. Pricing and payment

All prices are quoted in pounds sterling (GBP) and are inclusive of any value added tax (VAT) payable in the United Kingdom unless stated otherwise. International recipients may be liable for additional customs duties, import taxes, or handling fees, which are the responsibility of the Customer or the recipient.

Payment is taken in two parts:

• Deposit. Payable at the time of order. The deposit covers our design and illustration work, the refinements included with your commission, and the production and postage of the sample card. The deposit is non-refundable once illustration work has commenced.
• Balance. Payable upon your approval of the sample. The balance covers materials, the full print run, finishing, envelopes, sealing (where applicable), and dispatch or onward posting. The balance is non-refundable once production of the full print run has commenced.

We reserve the right to refuse, cancel, or reverse any order in the event of suspected fraud, payment failure, breach of these Terms, or any reason that we consider, acting reasonably, makes performance impractical or unlawful.

6. Approval is binding

Your written approval of the illustration and of the sample card is binding. Once approval has been given at a stage, you waive any subsequent claim that the work at that stage does not meet your specification, save in respect of genuine production defects (as set out in our Refund Policy) or rights that cannot be waived under applicable law.

7. Customer content and licences

By submitting images, photographs, names, addresses, or any other material (“Customer Content”) to us, you represent and warrant that:

• you own or have all necessary rights, licences, and consents to submit the Customer Content and to authorise its use in your commission;
• where the Customer Content includes images of any identifiable individual, you have obtained the consent of that individual (or their parent or guardian, where applicable) for that image to be used as part of the commission;
• the Customer Content does not infringe any third-party intellectual property right, right of privacy, or right of publicity, and is not unlawful, defamatory, obscene, or otherwise objectionable;
• the addresses you supply for direct-to-recipient posting (where applicable) are accurate and have been obtained lawfully and with any required consent for postal contact.

You grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, modify, and store the Customer Content for the purpose of fulfilling your commission and for our reasonable internal record-keeping. We do not use Customer Content for marketing or promotional purposes without your separate, express consent.

You agree to indemnify and hold us harmless from any claim, loss, damage, or expense (including reasonable legal fees) arising from any breach of the warranties set out in this clause.

8. Our intellectual property

All intellectual property rights in the illustration, layout, design, finishing techniques, templates, and any associated artwork created by us in connection with your commission remain our property. On full payment of the order, you receive a non-exclusive, perpetual licence to use the finished illustration for personal, non-commercial purposes only.

You may not, without our prior written consent, reproduce the illustration commercially, sell prints or merchandise bearing the illustration, or assign or sublicense the rights granted to you.

9. Delivery and risk

Estimated delivery timelines are stated on the Site and confirmed at the point of order. Lead times are estimates given in good faith and commence from the date of order placement. Production may pause where we are awaiting customer approval or further information.

Risk in the goods passes to you (or to the recipient, where direct posting is selected) on dispatch from our studio. Title in the goods passes on receipt of full payment.

10. Limitation of liability

Nothing in these Terms excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any breach of your statutory rights under the Consumer Rights Act 2015 that cannot be excluded by law; or any other liability that cannot be lawfully excluded or limited.

Subject to the paragraph above, our total aggregate liability to you for any claim arising out of or in connection with your order or these Terms (whether in contract, tort including negligence, breach of statutory duty, or otherwise) is limited to the total amount paid by you for the commission to which the claim relates.

We are not liable for any indirect, consequential, or purely economic loss, including loss of profit, loss of opportunity, or loss of goodwill.

11. Disputes and chargebacks

Our objective is to resolve any concern you have about your order directly and promptly. If you have a dispute, complaint, or query in respect of your order or any payment, you agree to contact us first at studio@ottiliepaperie.com and to allow us a period of ten (10) business days from receipt to investigate and propose a resolution.

You agree not to initiate any chargeback, payment reversal, or dispute through your card issuer, bank, or payment provider without first attempting in good faith to resolve the matter with us under the procedure above. Where a chargeback is initiated without prior notice to us, or in respect of goods or services that you have already received, accepted, or approved at the relevant stage, you remain liable to us for the value of those goods and services and for any reasonable administrative costs we incur in defending the chargeback.

We will defend chargebacks with reference to the documented record of your order, including: your acceptance of these Terms at checkout; your written approval of the illustration; your written approval of the sample card; proof of dispatch; and the correspondence trail between us. Nothing in this clause limits any right you have at law to dispute an unauthorised transaction.

12. Force majeure

We are not liable for any delay or failure to perform our obligations under these Terms to the extent that the delay or failure is caused by an event beyond our reasonable control, including (without limitation) strikes, lockouts, industrial disputes, failure of utilities or transport services, postal delays, acts of God, fire, flood, war, epidemic, or government restriction. Where such an event causes delay, we will use reasonable efforts to mitigate the effect and to notify you in good time.

13. Termination

We may suspend or terminate your access to the Site or any order in progress on written notice if: you commit a material breach of these Terms; you become insolvent or unable to pay your debts; or we are required to do so by law or regulation. On termination, amounts paid for work performed up to the date of termination are non-refundable, save where the Refund Policy provides otherwise.

14. Governing law and jurisdiction

These Terms and any non-contractual obligations arising out of or in connection with them are governed by the laws of England and Wales. Subject to your statutory rights, the courts of England and Wales have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, save that, if you are a consumer resident in another part of the United Kingdom, you may bring proceedings in the courts of the part of the United Kingdom in which you are resident.

15. Changes to these Terms

We may update these Terms from time to time. The version in force at the time of your order is the version that applies to that order. Material changes will be notified through the Site. Continued use of the Site following any change constitutes acceptance of the updated Terms.

16. Entire agreement and severability

These Terms, together with the Privacy Policy, Cookies Policy, Refund Policy, and Shipping Policy, constitute the entire agreement between you and us in respect of their subject matter. If any provision is held to be unenforceable, the remaining provisions continue in full force and effect.

17. Contact

Questions about these Terms should be sent to studio@ottiliepaperie.com or to the registered office address below.