Terms of Sale

Once Upon Your Story is a trading name of Once Upon Your Story Company Limited, a company registered in Hong Kong (Business Registration No. 77750612-000-02-25-1). Registered office: 19E, Tower 5, The Lustre, Chianti, Discovery Bay, Lantau, NT, Hong Kong SAR.

You can reach us at support@onceuponyourstorybooks.com. We aim to reply within 3 business days.

These terms apply when you buy from us. Please read them before you order. By placing an order you accept them.

We sell personalised printed storybooks, personalised printed greeting cards, and digital products such as e-cards. Every item is made individually from the photo and details you give us.

Greeting cards are currently printed in the United Kingdom and delivered within the United Kingdom only. Storybooks are available in the United Kingdom, United States, Canada, Australia and Hong Kong.

When you place an order we send an acknowledgement. That is not acceptance. A contract forms when we confirm your order has been sent to print, or, for digital items, when we send it.

If we cannot accept your order, for example because we cannot make the product from the photo supplied or the content is not something we can lawfully print, we will tell you and refund you in full.

You promise us that:

• You took the photo, or you have permission from the person who did.
• Everyone recognisable in the photo has agreed to it being used this way. If the photo shows a child, you are that child's parent or guardian, or you have their parent's or guardian's permission.
• The photo and any text you give us are lawful, and do not infringe anyone else's rights.

You keep ownership of your photo. You give us a limited licence to store it, process it and adapt it purely to create and deliver your order, and to keep records we are legally required to keep. We will not use a photo uploaded to create a product for marketing, we will not publish it, and we will not allow it to be used to train AI models. We delete that product-creation photo within 24 hours of upload.

You may separately choose to submit a review and review photos. If you confirm that a review photo may be published, you give us a limited licence to display it in review features across our website. If you also give the separate, optional marketing permission, you give us a limited licence to reuse the review and review photos in other marketing, including social media. Neither permission is a condition of buying from us. You can withdraw marketing permission at any time by contacting us; we will stop future use and remove the content from channels we control.

We may refuse or cancel any order where the content is unlawful, offensive, infringing, or shows someone who has not consented. If we do, we will refund you in full unless we are legally prevented from doing so.

Our illustrations are created by AI from the photo you upload. They are an artistic interpretation, not a photograph, and they will not be an exact likeness. Each generation is unique, and running it again produces a different result.

You see a complete preview of every page before you add anything to your basket. Please check the preview carefully, including the spelling of names and any dedication, because we print exactly what you approve. For this reason we cannot offer a refund simply because you would have preferred a different artistic result.

Because our products are personalised and made to your specification, the usual 14 day right to change your mind does not apply to them.

We think that is a bit unforgiving on its own, so as a matter of policy we will change or cancel your order free of charge at any time before we send your artwork to print. Email us as soon as you can and we will do our best. Once printing has started we cannot cancel, because the item cannot be sold to anyone else.

For digital products such as e-cards, delivery begins immediately. You confirm at checkout that you want delivery to start straight away and that you understand you lose the right to cancel once it does.

Losing the change-of-mind right does not affect your legal rights if there is something wrong with what we sent you.

If your order arrives faulty, damaged, misprinted or not as described, we will repair it, replace it or refund it. Please contact us within 30 days of delivery with a photo of the problem so we can sort it out quickly. Nothing in these terms limits your rights under the Consumer Rights Act 2015 in the United Kingdom or equivalent consumer law where you live.

Australian customers

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Nothing in these terms limits those rights.

Delivery times shown on the site are estimates, not guarantees. We will deliver within 30 days of the contract forming unless we have agreed something different with you.

Your order is our responsibility until it is delivered to the address you gave us. If it is lost in transit we will reprint and resend it, or refund you. Please give us until the end of the estimated delivery window plus 5 working days before we treat a parcel as lost, as deliveries do sometimes run late.

Please check the delivery address carefully. If an order cannot be delivered because the address was wrong, we may not be able to replace it free of charge.

The price you see at checkout is the total you pay, in your own currency, with any applicable tax included. There are no hidden charges added later.

We print your order in your own country wherever we can, so there are normally no import duties or customs charges to pay on delivery. Books delivered in Hong Kong are printed in Australia and shipped to you, and Hong Kong charges no sales tax or import duty on books, so again there is nothing to pay on delivery.

We may change our prices at any time, but a change will never affect an order you have already placed.

Payment is taken at checkout by Stripe. We never see or store your card number.

If you have a problem with an order, please contact us first. We would much rather fix it. Because personalised items cannot be resold, we will contest chargebacks raised for orders that were delivered as described, and we may suspend accounts used fraudulently.

You agree not to:

• Upload anything unlawful, offensive, or infringing
• Upload an image of someone who has not consented
• Try to gain unauthorised access to our systems
• Use automated systems to access the site without our permission
• Interfere with the site or the service for other people

Our website is intended for adults. You must be 18 or over to create an account or place an order.

You keep the rights in the photo you upload. You get a licence to use the finished book, card or digital item you bought for your own personal, non-commercial purposes, including giving it as a gift.

We keep the rights in our story templates, illustration styles, written story text, website and underlying system. Please note that the legal status of copyright in AI-generated images varies between countries and is unsettled in several of them, so we cannot promise that you own copyright in the generated artwork itself.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited, including your statutory rights as a consumer.

Subject to that, we are not liable for loss of profit, loss of business, business interruption, or any loss that was not reasonably foreseeable when you placed your order. Our total liability for any claim relating to an order is limited to the greater of the amount you paid for that order and £100.

We work hard to keep the site available but we cannot promise it will always be available or free of errors, and we may change or withdraw features.

If something has gone wrong, email support@onceuponyourstorybooks.com. We aim to acknowledge within 3 business days and to resolve complaints within 14 days. If you are not satisfied with our response, please tell us and we will escalate it internally.

We may update these terms. The version that applies to your order is the one published when you placed it, so a change never applies retrospectively.

These terms are governed by the laws of Hong Kong, and the courts of Hong Kong have jurisdiction.

This does not take away the protection of consumer law where you live.

If you are a consumer in the United Kingdom, the European Union, Australia, Canada or the United States, you keep the benefit of any mandatory consumer protection rules of your own country, and you may bring proceedings in your local courts.

How we handle your personal information, including photos and children's images, is set out in our privacy policy.