Terms of sale

Buying a book, in plain English

What you can expect from us when you order a book. Last updated 28 October 2026.

Who we are

My Painted Story makes personalised storybooks. You can reach us any time at hello@mypaintedstory.com, or write to us at Office 22155, 182-184 High Street North, East Ham, London E6 2JA. These terms cover buying a book. Story Club has its own terms, and how we look after your details is on our privacy page.

Making your book

• You choose a story, tell us who is in it and add a photo of each person. We paint them as storybook characters.
• You see the painted characters and the first pages before you pay, so you can check you are happy with them. There is nothing to pay until you order.
• Only add photos you are allowed to use: of your own child or family, or with permission from the person (or their parent or guardian). We may refuse to make a book from a photo that is not suitable for a children's book.
• Please check the names and spelling before you pay. We print them exactly as you type them.

The pictures

Each story is illustrated in our own watercolour style, and we use image software to paint the people in your book in that style, from your photos. Every page is painted afresh, so small differences from page to page are normal, just as in a hand-painted book. The characters you choose and the preview pages show how your book will look.

Your order and paying

• A digital book costs £12.99. A hardcover costs £34.99, includes the digital book, and UK delivery is free. Prices are in pounds and include any VAT that applies.
• One discount or promo code can be used per order. If more than one applies, you get the biggest.
• Payment is taken by Stripe when you order. We never see or store your card number.
• Our contract with you starts when we email to confirm your order.
• If you use up the free paintings for a book in progress, you can wait until the next day or pay £0.99 for 3 more. This is supplied straight away.

The digital book

We email you the digital book as soon as it is painted, usually within the hour, and it stays on your order page. It is for you and your family to read, share with family and print at home. Please do not sell it or publish it.

The hardcover

• Hardcovers are printed and bound in the UK and posted with tracked delivery, to UK addresses only.
• Most arrive within 5 to 7 working days. We email you when your book is printed and when it is on its way. Dates we give for Christmas are our best guide, and very busy weeks can take a little longer.
• If your book has not arrived within 14 working days of ordering, tell us and we will track it down, and reprint it or refund you if it is lost.
• Please check your delivery address. If a book is returned to us because the address was wrong, we can resend it at cost.

Changing your mind

Every book is made just for you, with your family's names and pictures, and we start painting it as soon as you order. Because of this, UK law does not give a right to cancel or return a personalised book for a change of mind, and you agree that the digital book is supplied straight away. When you order, you confirm that you understand this.

If you have made a mistake, email us as soon as you can. If we have not started printing, we will always try to help.

If something is wrong

Your rights under the Consumer Rights Act are not affected by anything here. If your book arrives damaged, has a printing fault, or is not what you ordered, email us within 30 days with a photo and we will reprint it or refund you, as you prefer. If a mistake in a name or picture is ours, we put it right for free. If a name was typed wrongly when ordering, we will correct the digital book for free and can reprint the hardcover at cost.

Books for difficult times

Books such as The Memory Jar are checked by one of us before they are sent, so the digital book can take up to a day. Their hardcovers go by express delivery at no extra cost.

Your photos and our stories

• Your photos stay yours. You let us use them only to make your book. They are deleted automatically within 7 days.
• A photo you add above your message is free. We print it on the first page of your book and keep it only until your book is printed and your digital book is made, then delete it.
• The stories, illustrations and characters are ours. Your finished book is yours to keep, read and share with family and friends.

Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or not taking reasonable care. We do not exclude liability where it would be unlawful to do so, such as for death or personal injury caused by our negligence, or for fraud. We are not responsible for business losses, as our books are for personal use.

The law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts. If you have a problem, please talk to us first at hello@mypaintedstory.com. We will always try to put things right.

Changes

We may update these terms from time to time. The terms that apply to your order are the ones shown when you ordered.