Terms and Conditions

In force from: 14 September 2026

These terms and conditions govern the use of the Dearly Drawn online store, available at dearlydrawn.com, as well as the rights and obligations of the provider and of customers when purchasing products and digital content.

The Dearly Drawn online store is operated by:

Sara Rajačič s.p., Cesta 24. junija 76, 1231 Ljubljana-Črnuče, Slovenia

Registration number: 9543937000. Tax number: 80828809. The provider is not liable for VAT.

Brand: Dearly Drawn. Website: dearlydrawn.com. Email: hello@dearlydrawn.com

Hereinafter: “Dearly Drawn”, “the provider” or “we”.

The customer is a natural or legal person who makes a purchase in the online store. A consumer is a natural person who acquires or uses goods, services or digital content for purposes outside their professional or business activity.

These terms are drawn up in accordance with the applicable legislation of the Republic of Slovenia and European Union law governing online sales and consumer protection.

Dearly Drawn creates personalised, digitally produced watercolour portraits based on photographs supplied by the customer.

Portraits are created and individually worked on with digital tools based on the customer's photograph. They are not classic hand drawings or paintings on paper or canvas.

Our offering may include, among other things:

• a digital portrait,
• a printed portrait,
• a framed portrait,
• personalised products featuring the portrait,
• gift sets,
• other personalised or non-personalised products presented in the online store.

The exact contents of each package are stated on the product page and form an integral part of the offer.

Every personalised portrait is made specifically for an individual customer on the basis of the photograph or photographs they supply.

The final portrait is an artistic interpretation of the supplied photograph in the distinctive visual style of Dearly Drawn.

The example portraits on the website show the characteristic style of our work, but because every photograph is individual, an entirely identical effect cannot be guaranteed for every portrait.

Minor variations in colours, textures, watercolour effects, background, layout and other artistic elements do not in themselves constitute a lack of conformity, provided the product otherwise matches the agreed characteristics of the order.

Colours may also differ slightly due to different screen settings and the differences between digital display and print.

The quality of the final portrait also depends on the quality of the photograph supplied.

We recommend using a clear, sufficiently large and well-lit photograph in which the face, person, animal or other important parts of the subject are clearly visible.

If a photograph is not suitable for producing a quality portrait, we may ask the customer for a different photograph before production begins.

If the customer cannot provide a suitable photograph and the order therefore cannot be produced, the order may be cancelled. Any payment already received is refunded to the customer in such a case.

If, despite being warned about the lower quality of the photograph, the customer expressly wishes the portrait to be made from that photograph, the quality of the source photograph may affect the quality of the final product.

By uploading or otherwise supplying a photograph, the customer confirms that they have the right to use the photograph and to pass it to Dearly Drawn for the purpose of producing the ordered portrait.

The customer is responsible for the lawfulness of the use of the content they supply.

If the photograph shows another person or a child, the customer must ensure they are entitled to supply it for the purpose of producing the ordered product.

Dearly Drawn reserves the right to refuse an order where there is reasonable ground to believe that producing or using the supplied content would infringe the law or the rights of third parties.

We use customers' photographs to fulfil the order, to communicate about the order, and for other purposes described in more detail in the Privacy Policy.

Dearly Drawn may use the final portrait for publication on its website, social media or other promotional content only if the customer has given prior, freely given consent to such use. Refusing consent does not affect the order, the price or any other rights of the customer. The customer may withdraw their consent at any time in accordance with the Privacy Policy.

Consent to publish the final portrait does not include permission to publish the customer's original photograph. Separate consent is obtained for any publication of the original photograph.

In the online store the customer selects the desired product or package and the available personalisation options.

One photograph is used to produce one personalised portrait. The customer may upload one or more photographs with the order. If several are uploaded, Dearly Drawn selects the one that is most suitable for producing the portrait in terms of quality, lighting, composition and other characteristics.

Where the option is available, the customer may also choose additional elements such as a caption, typeface or decorative element.

Before submitting the order, the customer has the opportunity to review the order and correct any incorrectly entered details.

By submitting the order, the customer confirms that the details they have provided are correct.

After the order has been successfully submitted, the customer receives an electronic confirmation of receipt of the order at their email address.

Dearly Drawn may contact the customer after the order has been placed where we need additional information, a different photograph or clarification regarding personalisation.

Before completing the purchase, the customer is able to review the order, the price, any delivery costs and other essential information.

The contract between the customer and the provider is concluded when the provider accepts or confirms the order in accordance with the online store's process.

The contract is concluded in the language made available to the customer during the ordering process.

The order confirmation and these terms are provided to the customer, or made accessible to them, in a way that allows them to be stored.

All prices are stated in euros (EUR).

The provider is not liable for VAT, so VAT is not charged in the prices.

The final price of the product and any delivery costs are shown to the customer before the order is submitted.

The provider reserves the right to change prices. For orders already confirmed, the price valid at the time the order was submitted applies.

Discounts, promotional codes and other benefits apply under the conditions stated with each offer and, as a rule, are not cumulative unless stated otherwise.

In the event of an obvious pricing error or another obvious technical error, the provider will notify the customer of the error and allow them either to purchase at the correct price or to cancel the order with a refund of any payment already made.

The customer may pay for the order by credit or debit card or via PayPal. The available card types are shown during the purchase process.

Payment is made when the order is placed.

Payments are processed by the selected payment service providers in accordance with their own terms of business and privacy policy. Dearly Drawn does not store the customer's full card details.

Dearly Drawn begins producing an order once the order and payment, together with all the details and photographs required for production, have been successfully received.

The expected production time for a personalised portrait is generally 2–5 working days, unless stated otherwise for an individual product.

Production time generally starts to run when we receive:

• a successfully submitted order,
• payment,
• a suitable photograph or photographs, and
• all the details required for production.

The 2–5 working day period is the expected production time and does not include the delivery time for a physical product.

Production time may be extended during periods of high order volume, holidays, exceptional circumstances, or where additional coordination with the customer is required for production.

Where the selected package includes a preview of the portrait before printing or final production, the customer receives the preview by email or by another agreed means.

The customer must review the preview carefully, in particular:

• the appearance of the portrait,
• names and other text,
• dates,
• the layout, and
• other elements of personalisation.

If the customer approves the preview, they are deemed to have approved the personalisation elements shown.

Once the preview has been approved and printing or production of the physical product has begun, further changes are generally no longer possible.

The above does not affect the consumer's statutory rights in the event of a lack of conformity of the product.

If the selected package includes revisions, the customer may, after receiving the preview, request reasonable minor changes within the scope of the portrait originally ordered.

Minor changes may include, for example, adjusting a particular visual element or caption, or a small change to the layout.

The following are generally not considered a change:

• replacing the original photograph after production has begun,
• producing an entirely new composition,
• adding new people or animals that were not included in the original order,
• changing the product into a substantially different portrait.

Such changes may be treated as an additional service or a new order. The customer will be informed of any surcharge before it is carried out.

The number or scope of revisions included in each package is stated on the product page.

If the ordered package includes a digital version of the portrait, the customer receives a high-resolution PNG file at the email address provided with the order after approving the final portrait. For a digital portrait no physical product is shipped and there are no shipping costs.

The digital file is intended primarily for the customer's personal use.

The customer may save it, use it for personal display and make copies for their own non-commercial use.

Without the prior written permission of Dearly Drawn, the digital file may not be:

• sold or resold,
• marketed as one's own copyright work,
• used for the commercial production of goods for sale,
• distributed as a digital product, or
• used in any other way that exceeds permitted personal use.

Purchasing a digital portrait does not transfer copyright, unless expressly agreed otherwise in writing.

Under applicable consumer legislation, a consumer has no right of withdrawal from a contract for goods made to their precise instructions and tailored to their personal needs.

At Dearly Drawn this includes in particular:

• portraits produced from the customer's photograph,
• personalised printed portraits,
• personalised framed portraits,
• personalised mugs and other products,
• personalised gift sets, and
• other products made specifically for an individual customer.

Once produced, such a product cannot be returned merely because the customer has changed their mind.

This exception to the right of withdrawal in no way limits the customer's statutory rights where a product is damaged, incorrect or not in conformity with the order.

Dearly Drawn's digital portraits are produced individually for each customer on the basis of their photograph.

Because production and supply of a digital portrait generally begin before the 14-day withdrawal period expires, the customer expressly consents, before performance begins, to Dearly Drawn commencing performance of the order within that period, and acknowledges that they are aware that they thereby lose the right of withdrawal under the conditions laid down by law.

Once the statutory conditions for the loss of the right of withdrawal are met, the customer cannot withdraw from the contract merely because they have changed their mind about the order.

The above does not affect the customer's statutory rights in the event of a lack of conformity of the digital portrait.

If Dearly Drawn also sells a product that is not personalised and to which no other statutory exception applies, the consumer generally has the right to withdraw from the contract within 14 days of receiving the product, without giving a reason.

To exercise the right of withdrawal, the consumer must notify Dearly Drawn by an unequivocal statement before the deadline expires, at: hello@dearlydrawn.com

The consumer may also use the statutory model withdrawal form, but its use is not obligatory.

The consumer must return the goods no later than 14 days from the day on which they notified Dearly Drawn of the withdrawal. The direct cost of returning the goods is borne by the consumer.

The direct cost of returning the goods is generally borne by the consumer, unless the law or the provider states otherwise.

The refund is made using the same means of payment as the consumer used, unless the consumer expressly agrees to another method of refund and incurs no additional costs as a result.

In the case of a sales contract, Dearly Drawn may withhold the refund until the returned goods have been received.

The delivery area depends on the selected package:

• Digital Portrait — available worldwide (digital delivery),
• A4 Printed Portrait — delivery to Slovenia, European Union countries and the USA,
• Premium Gift Set — delivery within the European Union.

Shipping costs are calculated according to the delivery address and the selected package and are shown to the customer before the order is submitted.

Physical products are printed and prepared for dispatch only after the customer has approved the final portrait.

The total time until the product is received consists of: production time + delivery time.

Estimated delivery times after dispatch are:

• Slovenia: 1–3 working days,
• European Union: 3–7 working days,
• USA: 7–15 working days.

Delivery times are estimates and may vary depending on the destination, the postal service, holidays and other circumstances outside the provider's control.

Deliveries outside the European Union may be subject to import duties, taxes, customs-clearance fees or other charges imposed by the destination country. Unless expressly stated otherwise at checkout, these charges are the responsibility of the recipient and are not included in the product price or the shipping price. Customs procedures may also cause delivery delays.

The customer receives an email notification once the order has been dispatched.

Before completing the order, the customer must check that their name and delivery address are correct and complete.

Additional re-delivery costs may be charged to the customer only where the parcel was returned to the provider because the customer supplied an incorrect or incomplete delivery address, or because the customer failed to collect a parcel that was properly made available for collection, and only where permitted by applicable law.

We recommend that the customer check the condition of the parcel and the product on receipt.

If they receive a damaged product, they should contact us as soon as possible at: hello@dearlydrawn.com

For faster handling we recommend enclosing with the message:

• the order number,
• a photograph of the damaged product,
• a photograph of the outer and inner packaging, and
• a short description of the damage.

Reporting damage as soon as possible after receipt makes it easier for us to handle the case with the delivery service, but this recommendation to report promptly does not limit the consumer's statutory rights.

Dearly Drawn is liable for any lack of conformity of the goods in accordance with applicable law.

Goods are in conformity where, among other things, they match the description, type, quantity and quality and other agreed characteristics, and are fit for the purpose for which goods of the same type are normally used, taking into account the nature of the product.

If the goods are not in conformity, the consumer has the right to assert the statutory remedies under the conditions and in the order laid down by applicable law.

The consumer may report a lack of conformity at: hello@dearlydrawn.com

In the message they should state the order number and describe the problem. Where appropriate, they should enclose photographs.

We do not limit or exclude statutory rights arising from a lack of conformity by means of these terms.

When assessing the conformity of a personalised portrait, its artistic and individual nature and the style presented to the customer before purchase must be taken into account.

A purely subjective change of taste, or the fact that after production the customer had a different artistic result in mind, does not necessarily amount to a lack of conformity.

This does not apply where the final product objectively fails to match the agreed characteristics, the personalisation ordered, or other statutory conformity requirements.

The customer is responsible for the accuracy of the text, names, dates and other details they enter when ordering.

If Dearly Drawn produces a product in accordance with the details supplied and, where relevant, approved by the customer, an error in those details arising exclusively from the customer's incorrect entry does not, as a rule, constitute a lack of conformity on the provider's part.

If an error in personalisation is caused by Dearly Drawn, we will deal with it in accordance with the rules on conformity of goods.

Copyright and other intellectual property rights in the original graphic elements, the website design, the logo, texts and other copyright content of Dearly Drawn belong to their lawful holders.

Purchasing a portrait does not give the customer the right to use the work for commercial purposes, unless specifically agreed.

The customer retains all rights they hold in their own source photograph. Supplying a photograph to Dearly Drawn does not in itself transfer copyright in the photograph to the provider.

Dearly Drawn processes personal data in accordance with applicable data protection legislation, including the General Data Protection Regulation (GDPR) and applicable Slovenian law.

When you place an order we may process in particular:

• your first and last name,
• the delivery and billing address,
• the email address,
• order details,
• the details required to carry out the payment,
• photographs supplied for producing the portrait,
• the content of the personalisation, and
• communication with the customer.

Detailed information about the controller, the purposes and legal bases of processing, the recipients of the data, retention periods and individuals' rights is set out in the Privacy Policy published on the website.

Communication regarding an order takes place primarily via the email address the customer provides when ordering.

The customer is responsible for the accuracy of their email address and for monitoring messages relating to the order.

For questions and assistance we can be reached at: hello@dearlydrawn.com

A customer may send a complaint to: hello@dearlydrawn.com

In the complaint they should provide details that allow the order to be identified and describe the reason for the complaint as precisely as possible.

Dearly Drawn will endeavour to deal with the complaint as quickly as possible and to resolve the dispute amicably.

In accordance with the Out-of-Court Settlement of Consumer Disputes Act (ZIsRPS), Sara Rajačič s.p. does not recognise any out-of-court consumer dispute resolution provider (IRPS) as competent to resolve a consumer dispute that a consumer might bring under the ZIsRPS, except where participation with a particular provider is required by law.

Information on the out-of-court resolution of consumer disputes and a list of providers is available through the competent national and European institutions.

The European Online Dispute Resolution (ODR) platform, referred to in the older terms of many online stores, has been discontinued, and therefore no link to the former platform is given in these terms.

Dearly Drawn endeavours to provide accurate and up-to-date information and the uninterrupted operation of the online store.

The website may occasionally be temporarily unavailable due to maintenance, technical problems or circumstances beyond the provider's reasonable control.

Nothing in these terms excludes or limits the provider's liability where such exclusion or limitation is not permitted under applicable law.

The provider is not liable for any delay in or failure to perform obligations resulting from events that could not reasonably be foreseen, prevented or overcome, to the extent permitted by applicable law.

In the event of such an occurrence we will, where necessary, notify the customer and endeavour to fulfil the order within the shortest reasonably possible time.

The contractual relationship between Dearly Drawn and the customer is governed by the law of the Republic of Slovenia.

Where the customer is a consumer resident in another European Union Member State or another jurisdiction whose mandatory consumer-protection rules apply, the choice of Slovenian law does not deprive the consumer of protection afforded by mandatory provisions that would apply in the absence of that choice.

Dearly Drawn may amend these terms because of changes in legislation, in our offering, in business processes or in the operation of the online store.

As a rule, the terms in force at the time an order was submitted apply to that order.

The current version is published on the website dearlydrawn.com.

If any provision of these terms is invalid or unenforceable, this does not affect the validity of the remaining provisions.

The consumer's statutory rights take precedence over the provisions of these terms where the two would conflict.

Matters not governed by these terms are subject to the applicable legislation of the Republic of Slovenia and, where relevant, European Union law.

Sara Rajačič s.p., Dearly Drawn, Cesta 24. junija 76, 1231 Ljubljana-Črnuče, Slovenia

Registration number: 9543937000. Tax number: 80828809. The provider is not liable for VAT.

Email: hello@dearlydrawn.com. Website: dearlydrawn.com