Terms and conditions

These terms cover buying Christmas and birthday cards from Gilded Frog. They're written to be read. If anything's unclear, email [email protected].

What you're buying

Printed greeting cards made to your design, in standard 5 by 7 inch or large A4 size, with a gloss finish. We either post each card for you, printed with your message, straight to the people on your list, or send the cards to you with envelopes to write yourself. Prices are shown in full before you pay. A card posted for you is £6.99, envelope and stamp included, and each extra person on its list is £4.49. A single card sent to you is £6.99, and each further card in the same order sent to you at the same address is £3.49, as they travel together in one parcel. Packs of 10, 20 and 40 cards sent to you are £27.99, £39.99 and £69.99, or £3.50 less in the same parcel as another card. Large A4 is £3.99 more a card. Standard delivery in the UK, by Royal Mail 2nd class, is included in every price. Prices are in pounds sterling (GBP) and are the full price you pay. We're not registered for VAT, so there's no VAT to add.

Our cards are printed in the UK and posted for us by our print partner, Prodigi. We're responsible to you for them in the same way as if we printed them ourselves.

Zoomies delivery sends cards in the UK by Royal Mail 1st class instead, usually a day sooner. It's £1.99 more for each card posted for you in the UK, or once for each parcel sent to you. Cards posted abroad always go by international post.

You can choose a date for a posted card to arrive by. We hold it and post it in time for that date, using the post's usual delivery times for the delivery you chose. Those are estimates, so we can't promise the exact day, and for Christmas we only offer dates that the last posting days allow.

How ordering works

You design your card in our card maker. If we're creating your pet's picture, we create it there while you carry on, and you see it on your card before you pay. Each card you make goes in your basket. At checkout you tell us where your cards are going and how they're sent, then check everything, and you can change anything you like before you pay. When you pay, you're placing an order, and we start printing your cards straight away. We email your order confirmation as soon as you've paid, and our contract starts then. It sets out what you bought, the price and the key points of these terms, so you have them to keep.

You can see your order at any time on your order page, until we delete it 30 days after your cards are posted (see Keeping your files). These terms are only available in English.

Posting abroad

We can post cards for you to people in Canada and Australia. Each card posted abroad costs £3.99 more: £10.98 for the first card and £8.48 for each extra one. They're printed in the UK and sent by untracked international post, and usually arrive in about 2 weeks. For Christmas, there's an earlier last order date for each country, shown before you pay. Packs sent to you go to UK addresses only.

A card is a low-value printed item, so the recipient shouldn't normally have anything to pay. Rarely, the recipient's country may charge an import tax or handling fee. That's set by their country, and we can't pay or refund it.

How the pictures are made

If you choose to have us create your pet's picture, it is made with AI image tools (Google's Gemini) from the photos you send, in the style you pick. Every picture is different and small details can come out differently from your pet, so we show it to you on your card before you pay, and if it's not quite right, a new picture is free. If you use your own photo instead, it goes on your card as it is.

Payment

You pay in full when you order, by card, Apple Pay or Google Pay. We take Visa, Mastercard and American Express. Payments are processed securely by Stripe, and we never see your card number. Stripe's terms apply to the payment itself.

Cancelling

Every card is personalised and made to order, so the usual 14-day right to cancel doesn't apply. The law makes an exception for goods made to the customer's specifications or clearly personalised (regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).

Printing starts as soon as you pay, so an order can't be cancelled once it's paid. If something needs changing, reply to your order email straight away and we'll do our best. This doesn't affect your legal rights if your cards are faulty, not as described or don't arrive (see If something's wrong).

Keep the picture, the download you can add to a card, is digital content with its own rule on cancelling (see Keep the picture).

If something's wrong

If a card arrives damaged, is printed wrongly by us, doesn't match what you ordered, or hasn't arrived 10 working days after we posted it (25 working days for a card posted abroad), please tell us as soon as you can at [email protected], with a photo if it's damaged or misprinted. We'll reprint it and post it again, or refund that card if you'd rather. We can't replace cards sent to an address you gave us wrongly, so please check the addresses before you pay.

By law, your cards must be as described, of satisfactory quality and fit for purpose. If they aren't, you can ask us to put it right with a replacement, or in some cases a refund. Nothing in these terms affects those rights. Citizens Advice (0808 223 1133, citizensadvice.org.uk) can explain them.

Complaints

If you're unhappy with anything, email [email protected] with your order number. We reply within 2 working days and aim to sort things out within 14 days. If we can't, we'll tell you in writing whether an alternative dispute resolution scheme is available to you.

Your photos and words

When you send us photos, you're telling us that you took them or have the right to use them, and that they show your own pet (or a pet whose owner is happy for you to). If other people are in a photo, please only send it if they're happy for you to. They're left out of the pictures we create.

Please don't send photos, names, logos or words that belong to someone else, such as a famous person, a cartoon character or a brand, or anything unlawful or offensive. We may refuse an order like that, and we'll refund you in full if we do.

If you think a card or picture on our site uses your photo, your work or your image without permission, email [email protected] with a link or a description and why it's yours. We'll reply within 5 working days, and if it looks like you're right, we'll take it down straight away while we look into it.

Your cards and pictures

Your cards and the picture you chose are yours to keep, share and give, including on social media. Please don't resell them or offer them as a service of your own. The card designs and lettering stay ours. Pictures are created afresh for each card, so another customer's pet in the same style may look similar. We only use a customer's pictures in our own examples or adverts with their permission.

Using our images

The pictures, card designs and photos on our site are © Gilded Frog. Please don't copy, reuse or sell them without our permission. To ask about using one, email [email protected] with the image and how you'd like to use it.

Keep the picture (digital download)

With a card whose picture we create, you can also choose Keep the picture, for £2.99 a picture: the full-size picture on your card, without our preview mark, as a JPEG file to download. It's one picture, the one on your card. If you have a new picture after paying, it's the one you finally choose. It's optional and never chosen for you.

The picture is digital content, and it's ready to download as soon as you've paid. When you choose it, you ask us to supply it straight away and agree that you lose your 14-day right to cancel it once it's ready to download (regulations 36 and 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). We confirm this in your order confirmation. If the file won't download or isn't the picture on your card, tell us and we'll put it right or refund it. This doesn't affect your legal rights. If your card order is refunded in full, the picture is refunded with it and its download stops working.

The picture is licensed to you for personal use, to print, share and frame. It's not for resale.

You can download it from your order page, or the link in your order confirmation, until we delete your order 30 days after your cards are posted (see Keeping your files), so please save a copy.

Keeping your files

For your privacy, we delete your photos, pictures, card designs and addresses 30 days after your cards are posted. If nothing is posted (a card you start but don't buy, for example), they're deleted 30 days after the card was started. We keep a short record of each order, with no photos or addresses, for 6 months after it's posted, in case there's a question about it or its payment. Our privacy policy has the details.

Accounts

You never need an account to buy from us. If you make one, you sign in with a code we email you, with Google or Apple, or with a passkey on your device. There's no password to remember. Keep your email account safe, as anyone who can read your email can sign in to your account. You can delete your account at any time from its Details section; our privacy policy says what that deletes.

Welcome offer

When we run a welcome offer for new accounts, it's shown when you create your account and again at checkout, before you pay. It applies to your first order only (the first order paid for in your account or with its email address), once per account and once per email address, and only to an order made or saved while you're signed in. It's worked out at checkout and shown in your total; it has no cash value and can't be swapped, transferred or added to another offer. A free Zoomies delivery upgrade covers cards posted in the UK (cards posted abroad go by international post as usual). If the order is refunded, the offer isn't given again. We may change or end the offer for new accounts at any time, but never for an order you've already paid for. You don't have to agree to marketing emails to get it.

The legal bits

If we break these terms or don't take reasonable care, we're responsible for loss you suffer that was a foreseeable result of that. We aren't responsible for loss nobody could have foreseen, or for business losses, as our cards are for personal use. Nothing in these terms limits your legal rights, or our responsibility where the law doesn't allow it, such as for death or injury caused by negligence, or for fraud. These terms are governed by the law of England and Wales, and if you live elsewhere in the UK you can bring a claim in your local courts.