Terms and Conditions for Commissioned items for purchase from Island Design IOW

The following Ts and Cs apply to purchase from www.quayscape.co.uk.

Purchases for tems through Etsy,com come under Etsy terms and conditions


  • Items for purchase.  Commissioned purchases from QS include commissioned paintings, artwork and stitched items all made to order.  Ready-to-buy artwork includes printed artwork and cards.

  • Steps to purchase.  If buying ready-to-buy artwork from the QS website, steps to purchase are listed.  If undertaking a private commission, steps to purchase are clearly set out in email dialogue.

  • Prices.  All prices quoted include materials and workmanship. Prices quoted include VAT.  For ready-to-buy artwork, prices are published at point of sale alongside the item.  Prices for commissioned items are made clear at point of enquiry by email.

  • Shipping prices. Delivery charges are clearly stated alongside the price on ready-to-buy artwork, or at point of enquiry for commissioned work.  QS’s preferred method of shipping is by Royal Mail 1stclass signed for.  Customers may request other shipping methods and if available from the IOW, these may be considered.  Customers are responsible for all shipping prices.

  • Issues with delivery. If an order is not delivered to the customers’ delivery address, the customer must contact QS by email as soon as possible to explain this. QS will liaise with the Delivery Company to ascertain the reason for non-delivery.  If, after the appropriate timescale, the Delivery Company accepts liability for the missing goods, the customer must notify QS whether they want a refund, the artwork painted/stitched again, or alternative items. QS is not responsible for any missing/non delivered items if they are as a result of a customer giving an incorrect address or incorrect delivery details.
    Note that Royal Mail will not consider an item lost until at least 10 working days and may still deliver.  For RM Special Delivery guaranteed by 1pm, this is at least 5 working days.

  • Completion times.  Expected completion dates are made clear when an item is purchased or when a commission is undertaken. Due to the nature of private commissions, completion dates are subject to change, but customers will be notified of this at regular intervals by email.  If a customer needs an item for a specific date, it is their responsibility to notify QS of the deadline and pay additional for RM Special Delivery or Parcel Force guaranteed (NB, a signed for item is not considered missing for up to 10 working days from despatch) 

  • Invoice for items.  Customers will be invoiced by email for items.  This invoice forms the contract for the commission.  The invoice can be paid by bank transfer.  

  • Cancellation for commissioned items.  If customer changes their mind before the commissioned item is started and/or a deposit has been taken, they have the right to cancel as long as this is stated in writing. 

  • Refund for commissioned items.  As commissioned artwork is a ‘personalised item’ and ‘custom-made item’, it is except from a full refund.

  • Cancellation and refund for ready-made items.  Customers can cancel their order (if the item is not personalised or customised) if they request by email within 14 days of receiving their items. Requests to cancel must be made by email.  Customers do not need to give a reason for cancelling. Customers have a further 14 days to return the items after emailing. Once the items are received, customers will be refunded within a further 14 days. 

  • Faulty items.  If an item is ‘faulty’, ‘not as described’ or ‘doesn’t do what it’s supposed to’, the customer must immediately email QS with full explanation and photos.  If the item is deemed ‘faulty’, ‘not as described’ or ‘doesn’t do what it’s supposed to’, a full refund will be given.  

  • Faulty items after ‘accepting’.  If a customer has ‘accepted’ an item, but later discovers a fault, they must contact QS by email as soon as they notice the defect (up to 6 months).  QS may offer to repair or replace the faulty items if it is proven that the items were faulty when the customer bought them. The customer can still reject the item after it has been repaired or replaced and request by email a full refund.
    (accepted an item = customer has told QS they have accepted it, having had enough opportunity to inspect the item before confirming they’ve received it OR that they have altered it)

  • Deposits.  A percentage of the total price is taken as a deposit for a commissioned order, before the artwork is commenced.  If a deposit has been requested and taken, this will not be refunded if the customer cancels their order.

  • Email contact.  QS’s chosen method of contact is by email.  When undertaking private commission work, QS provides regular email communication to allow customers to correct notify and any errors.  Artwork in progress can be viewed on an QS password protected private webpage.  

  • Languages.  QS’s chosen language is English.  In order to communicate in any other language, QS will use Google Translate. The customer will be responsible for any errors occurring from language confusion. 

  • Items for export.  QS may sell items to customers outside of the UK under certain conditions.  Note any soft toy labelled as a toy will not be sold to customers outside of the UK.

  • Publication of painting.  QS reserves to right to publish any commissioned work within the QS website gallery and through social media channels.  If the customer does not wish for their commission to be published, they must state this by email. 

  • The Customer.  The term ‘the customer’ mentioned above, refers to the person who purchased the item, not the person who received it as a gift.

  • Quayscape, Marylands, Shorwell, Isle of Wight, PO30 3LN

Privacy policy

  • Information we collect:  We may collect personally identifiable information about you, such as your full name, phone number and email address when you purchase an artwork. Our third-party payment processors will collect your payment information when you make the purchase.  We may also collect data through our website provider as described below.  

  • How and why we collect it:  We use your information to process your order.  We do not send any promotional emails, however we will email you regarding your order.  

  • How we share your information:  We only share your information with payment processing companies and shipping companies.

  • Storage and processing:  Information collected through the QS Wix website, Visitor Analytics, Stripe card payment processing, Wix invoicing, Etsy, Royal Mail postal services and any delivery company may be stored and processed in the UK, Europe, Canada and/or US. Whilst your order is being processed, QS will store information on a password-protected Mac.

  • Third parties with access to information include:  

  • How users can control any aspects of information:  Users should email QS with any concerns or specific requests regarding privacy

  • Wix Website Privacy Policy.  This website is made using Wix.  Please follow the link to see Wix's privacy policy  https://www.wix.com/about/privacy

  • Visitor Analytics Privacy Policy.  Visitor Analytics is a simple website analytics service which measures the traffic and visitors' general details of the customers' websites. Collecting these statistics, a website can make their visitors' experience better (e.g. which pages they visit and when, where they are approximately located, where does a user land first or if they are coming from a specific referral).  Cookies collect data about visitors' device type and screen size, approximate location, browser, OS, IPs, page visits, bounce rate, conversions and popular content on the website. All this data is pseudonymized and Visitor Analytics and/or IDC will never use the collected data to identify individual users or to match it with additional information on an individual user. Each visitor has control over the cookies placement.

  • Etsy Privacy Policy.  For purchase made through Etsy, please follow the link to see Etsy's privacy policy  https://www.etsy.com/uk/legal/privacy