Dream it Made — Customer Terms and Conditions

v2.3 — 10 September 2026

1. Who we are and how to contact us

1.1 Dream it Made is operated by Dream It Made Limited, a private company limited by shares registered in England and Wales under company number 17430260. In these Terms, “Dream it Made”, “we”, “us” and “our” mean Dream It Made Limited.

1.2 Our registered office and business/service address is 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

1.3 You can contact us at info@dreamitmade.com. We provide customer support by email only.

1.4 We, and not our Technology Providers, Print Providers, Payment Providers or carriers, sell the products to you and are responsible for your contract with us.

1.5 In these Terms:

• Customer Content means text, Prompts, photographs, Original Uploaded Images, Modified Images, Generated Images and other artwork or personalisation material you submit to or create through the service;
• Generated Image means an image created using the optional AI-supported creation feature;
• Modified Image means an Original Uploaded Image or Generated Image that you edit, prepare or select through Use this image for personalisation;
• Order means your request to buy one or more products, submitted when you complete checkout;
• Original Uploaded Image means an image you upload from your device before it is edited or prepared through the service;
• Payment Provider means a provider that processes payment or provides a payment or credit option at checkout;
• Preview Image means the on-screen product personalisation preview presented for your review and approval;
• Print Provider means a third-party production partner that manufactures or dispatches an ordered product for us;
• Production Image means the artwork or production file prepared for a Print Provider to manufacture an ordered product;
• Production Release means our authorisation, after manual review, for a Print Provider to begin manufacturing an accepted Order;
• Prompt means text or other relevant input submitted to the optional AI-supported creation feature; and
• Technology Provider means a third-party provider used to operate the website, personalisation, preview, AI, security or related technology service.

2. About these Terms

2.1 These Terms apply when a consumer buys a personalised physical product from dreamitmade.com or dreamitmade.myshopify.com. We do not currently accept business orders, sell digital products or deliver outside the United Kingdom.

2.2 Please read these Terms, the product information and the linked policies before ordering. The version you accept for an Order continues to govern that Order.

2.3 We may email you about a material legal or privacy change where it affects an existing Order, your existing rights or our continuing use of your personal information. Service and legal messages are not marketing.

2.4 You must be at least 18 to place an Order. A parent or guardian must place and approve any Order involving a design created by a person under 18.

3. Products and personalisation

3.1 Every product we sell is made to your specifications or clearly personalised. Available routes may include adding text, selecting and adapting a design, uploading Customer Content or using optional AI-supported creation tools.

3.2 Product colours can look different on screens. Materials, dimensions, print position and colour may have minor manufacturing variation. Any tolerances or important safety and care information shown on the product page form part of the product description. This does not excuse a product that is faulty, materially different from its description or materially different from your approved preview.

3.3 You must select the correct product, size, colour, phone model, orientation and other options. Exact product information displayed beside the selector should be checked before approval.

3.4 We may correct an obvious description or pricing error before accepting an Order. If an error affects an accepted Order, we will contact you and will not impose a different product or price without your agreement.

4. Preview and approval

4.1 You must review the final preview and actively tick the artwork-approval box before adding a product to your basket. The approval box is reset after an edit, and the edited preview must be approved again.

4.2 Check names, dates, spelling, size, colour, phone model, crop, orientation, layout and image appearance carefully. The preview is the main visual guide to the product we will ask our provider to make.

4.3 If an image appears blurred or pixelated in the preview, approving it confirms that you accept that visible design choice. Approval does not remove your rights if we manufacture the wrong product, depart materially from the approved Preview Image or supply faulty, damaged, misdescribed or unsatisfactory goods.

4.4 A personalised Preview Image or meaningful design reference is shown in the basket and Order confirmation. We record approval information, such as the relevant design identifier, wording and timestamp, with the Order.

5. Your content and acceptable use

5.1 You retain any rights you have in Customer Content. You grant us a limited, non-exclusive, worldwide and royalty-free licence to receive, access, store, reproduce, adapt and create production materials from Customer Content only as reasonably necessary to operate, provide, secure and improve the quality of the service; create Preview Images and Production Images; review and moderate content; manufacture, fulfil and deliver your Order; provide support; resolve complaints; process reprints or refunds; and keep legitimate business and legal records. You permit us to allow our Technology Providers, Print Providers and their subprocessors to exercise those rights only for those purposes. This does not permit Dream it Made or our providers to use Customer Content independently for advertising, social media, portfolio display, sale, model training or identifiable dataset creation. Any marketing use by Dream it Made requires your separate, specific permission.

5.2 You confirm, after reasonable checks, that you own or have the permissions reasonably needed to submit, process and print Customer Content for the purposes in clause 5.1. This includes permission from the photographer or other rights holder and, where appropriate, an identifiable person or the parent or guardian of a child. You also confirm that the Customer Content and its intended use do not infringe another person’s rights or breach applicable law.

5.3 You must follow our Acceptable Content Policy. In particular, do not submit illegal, abusive, exploitative, hateful, privacy-invasive or infringing material. AI-generation Prompts are checked by an automated moderation process before an image is generated. Images uploaded directly by customers are not automatically moderated by Dream it Made before an Order is placed. After an Order has been placed and before Production Release, we conduct a manual visual review and may reject the Customer Content, request a revision or cancel the affected Order. Our Technology Providers, Print Providers or Payment Providers may also apply their own lawful checks.

5.4 If a low-risk issue can be corrected, we may invite one revision within seven days. We may reject or cancel serious, clearly prohibited or unlawful Customer Content without offering a revision. We may preserve or disclose strictly necessary evidence where required by law or reasonably necessary to protect a person, investigate fraud or address an intellectual-property or safeguarding report.

5.5 Your promises in this section do not make you responsible for our own breach, negligence or manufacturing error, and do not create an unlimited indemnity.

5.6 If you knowingly or recklessly submit Customer Content in material breach of this section, you must reimburse the reasonable, direct and foreseeable external losses and costs we actually incur as a result, including the reasonable cost of responding to a substantiated third-party rights claim. This does not apply to loss caused or increased by our breach, negligence, alteration of Customer Content, or use by us or a provider outside clause 5.1. We will take reasonable steps to reduce any loss. It does not cover our ordinary moderation or customer-support costs, indirect or punitive loss, or limit your statutory rights.

6. AI-supported creation

6.1 AI features are optional. Prompts and relevant inputs pass through our security/infrastructure provider to our AI provider. Dream it Made does not intentionally retain your Prompts or Generated Images in its own application storage. The AI provider does not use API content for model training unless its customer expressly opts in, and Dream it Made has not opted in. Please do not include personal or confidential information unless it is necessary and you have authority to use it.

6.2 AI output can be inaccurate, similar to existing work or unsuitable for printing. We do not guarantee that an output is unique, rights-cleared, registrable or incapable of infringing another person’s rights. You must review and approve it like any other design.

6.3 The AI provider may retain content in abuse-monitoring logs for up to 30 days and longer where law, misuse investigation or safety obligations require it. Image or file inputs are scanned by the AI provider for potential child sexual abuse material; flagged content may be retained by the AI provider for manual review and lawful reporting.

6.4 We do not claim ownership of AI output as against you. You may use an output elsewhere, subject to applicable law and any third-party rights. More information is in our AI Creation Notice and Privacy Notice.

7. Ordering and contract formation

7.1 Your checkout submission is an offer to buy. Please check the basket, delivery details and total price before placing the Order.

7.2 The contract forms when Shopify sends our Order-confirmation email after successful checkout and payment. The email is our acceptance of your Order.

7.3 We then conduct a manual review and, if approved, complete Production Release through the selected Print Provider. Production should begin promptly after release, but the precise start is controlled by the Print Provider.

7.4 Even after acceptance, we may cancel an affected item where reasonably necessary because of prohibited content, suspected fraud, an unusable production file, a product or route becoming unavailable, a material pricing error that could not reasonably be honoured, a legal or safety concern, or inability to deliver. We will explain where reasonably possible and initiate a full refund for the cancelled item within five working days.

7.5 You may ask to cancel or amend an Order before Production Release. A change is effective only when we confirm it in writing. After Production Release, cancellation or amendment cannot be guaranteed because the personalised product may already be in manufacture.

7.6 A change to the artwork, product, size, colour or other option requires either: (a) an updated preview which resets the old approval and is freshly approved and recorded; or (b) cancellation and refund followed by a new Order. We will not alter production artwork solely from an email instruction.

7.7 Address corrections are possible only before Production Release, where the Print Provider confirms the route can be changed. A correction is effective only when we confirm it in writing.

8. Prices, delivery and payment

8.1 Prices are in pounds sterling and are the total product price. We are not currently VAT registered and will not add VAT at checkout.

8.2 Standard UK delivery is included in the product price. We do not currently offer express delivery.

8.3 Each product page shows a combined estimated delivery range covering production and transit. A multi-product Order may show a different range for each item and may arrive in separate parcels. Split delivery does not create an extra delivery charge.

8.4 Estimates are not guaranteed dates unless we expressly agree a guaranteed date in writing. We will send a dispatch update for each parcel and tracking where it is available for that route.

8.5 Payment is captured at checkout through Payment Providers made available by Shopify. If you choose Klarna or another credit provider, that provider’s eligibility checks, credit terms and privacy information also apply. We do not provide the credit. A refund from us does not affect amounts already due under a credit agreement until the Payment Provider processes the adjustment.

9. Delivery problems

9.1 Contact us after the latest estimated delivery date if an item has not arrived. We will investigate with the Print Provider or carrier. There is no single waiting period for every route, and nothing in this process limits your statutory rights where delivery is late.

9.2 If a parcel is lost, we will normally offer a replacement. We will provide a refund where required by law or where replacement is impossible or unsuitable.

9.3 If you gave an incomplete or incorrect address, or unreasonably refuse or fail to collect a correctly addressed parcel, we may charge the reasonable cost of redelivery or reproduction. We will not charge where the problem was caused by us, our Print Provider or the carrier.

9.4 Different Print Providers may produce different items. A Print Provider or manufacturer may appear on packaging, but your seller and point of contact remain Dream it Made.

10. Cancellation rights and personalised goods

10.1 The usual 14-day change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised. Every product currently sold through our service requires genuine personalisation.

10.2 This exception does not affect your rights if goods are faulty, damaged, misdescribed, not of satisfactory quality, unfit for a stated purpose or do not materially match the approved design.

11. Faults, returns, refunds and reprints

11.1 Please contact info@dreamitmade.com with the Order number and a clear description of the problem. Where reasonably possible, report damage, a print fault or a wrong item within 30 days and provide photographs that fairly show the issue. This helps us investigate with the Print Provider; it is not a deadline that removes statutory rights.

11.2 Evidence requests must be reasonable. A photograph, original packaging or Print Provider approval is not an absolute condition of a legal remedy.

11.3 Do not return an item unless we instruct you to do so. If a return is reasonably needed for faulty or incorrect goods, we will provide the method or address and pay the reasonable return cost.

11.4 Depending on the circumstances and your legal rights, we may repair, reprint, replace, reduce the price or refund. We may offer a reprint or replacement where appropriate, but a refund remains available where required by law or where replacement is impossible or unsuitable. When a refund is due, we will initiate it to the original payment method within five working days; your bank or Payment Provider controls when it appears.

11.5 A product is not faulty merely because you chose the wrong size, colour, phone model, wording or other option that the approved Preview Image and Order record accurately showed.

11.6 Our Returns, Refunds and Reprints Policy gives more detail and forms part of these Terms. Print Provider reimbursement rules do not reduce your rights against us.

12. Reorders

12.1 A reorder is a new Order. You must submit the Customer Content again, review a new Preview Image and give fresh approval. We do not promise to retain an editable design for later use.

13. Our responsibility

13.1 Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, defective products where the law prevents limitation, breach of mandatory consumer rights, or reasonably foreseeable damage to your property caused by our failure to use reasonable care and skill.

13.2 Subject to clause 13.1, we are responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable when the contract formed, or for business loss suffered by a consumer.

13.3 To the extent a lawful financial limit may apply to a claim not protected by clause 13.1, our total liability for the affected Order will not exceed the amount you paid for that Order. This clause does not reduce a remedy or compensation that mandatory law gives you.

13.4 We are not responsible for delay caused by events outside our reasonable control, but we will contact you, take reasonable steps to reduce the effect and preserve any cancellation or refund right the law gives you.

14. Personal information

14.1 Our Privacy Notice explains how we use personal information. Before transfer, an Original Uploaded Image and any Modified Image are held temporarily in necessary browser storage. When you select Use this image and then choose to add it to a product, the selected image is sent to our personalisation Technology Provider to create the Preview Image and associated production information. If you place an Order, the necessary artwork or Production Image and personalisation information are then made available to the selected Print Provider. Dream it Made does not operate a separate server-side repository for Original Uploaded Images, Modified Images, Preview Images or Production Images, but through our providers we may access necessary links, identifiers and Order records to provide and support the service.

14.2 Our providers may process information outside the UK using legally recognised safeguards. Details are in the Privacy Notice.

15. Complaints

15.1 Email info@dreamitmade.com. We aim to acknowledge a complaint within two working days and provide a substantive response within ten working days. If more time is needed, we will explain why and give an update date.

15.2 We are not currently required to participate in, and have not committed to, a voluntary alternative dispute resolution scheme. This does not affect your right to use the courts or any mandatory scheme that later applies.

16. General

16.1 If a court finds part of these Terms unlawful, the remaining parts continue to apply.

16.2 A delay in enforcing a right is not a waiver of that right.

16.3 You may transfer your rights where the law permits. We may transfer our rights and obligations only where this does not reduce your rights, for example on a sale or reorganisation of the business, and we will notify you where required.

16.4 No person other than you and us has a right to enforce this contract, except where legislation says otherwise.

17. Law and courts

17.1 These Terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you retain the benefit of mandatory protections that apply where you live.

17.2 You may bring proceedings in the courts of the part of the United Kingdom where you live. We may bring proceedings against you only in a court permitted by consumer law.

18. Version

Version 2.3 — 10 September 2026.