This policy covers bookings for Billie & Blake experiences and orders for hand-painted commissions.
If you need to cancel, please let us know as soon as possible via our contact page. Whether you're entitled to a refund depends on how close to the event date you cancel. See Refund eligibility below.
If you cancel at least 14 days before your event, you'll receive a full refund. Cancellations made less than 14 days before your event are non-refundable and are covered under Late cancellations below.
If you can no longer attend, you may be able to transfer your place to someone else, or to a future date where one is available, instead of cancelling.
A booking can be transferred to another person up to 48 hours before your event. To request a transfer, contact us via our contact page, and we'll let you know what's possible.
Cancellations made after the refund window in Refund eligibility above, and no-shows on the day, are not eligible for a refund. This reflects the small-group nature of our experiences, where a late cancellation usually means we can't offer your place to someone else.
If we need to cancel an event entirely, we'll let you know as soon as possible and you'll receive a full refund, regardless of how close to the event date this happens.
If we need to reschedule your event, or make a significant change to what was advertised, such as a change of venue or date, we'll contact you with the details. If the new arrangements don't work for you, you'll be entitled to a full refund.
Every commission is painted by hand to order from your photos. Because each piece is personalised, the standard 14-day right to cancel online orders does not apply once painting has started. Your statutory rights for faulty or damaged items are not affected.
I'll let you know when your piece is about to go on the easel, so you have a clear point to change your mind.
If your photos aren't clear enough to paint from, I'll ask for more. If suitable photos can't be provided, you can cancel for a full refund.
I'll share a preview before your piece is finished. Small tweaks, such as markings or eye colour, are included. Changes to the pose, background or which photo is used, once painting has started, may not be possible.
Orders placed by 6 December 2026 will be posted by 17 December 2026. If I can't post your Christmas order by that date, you can choose a full refund or to receive it after Christmas.
Collection is in Sittingbourne, by arrangement. Pieces not collected within 30 days of being ready can be posted for the standard £5 delivery charge.
Larger or custom pieces, such as florals, landscapes and abstracts, are quoted individually. Any deposit and cancellation terms will be confirmed in writing before work begins.
All payments are processed through Stripe, and eligible refunds are returned to your original payment method. Approved refunds are processed within 5–10 working days. The additional time for the refund to reach your account may depend on your bank or card provider.
Where an experience includes non-refundable external costs (for example, if stated on the experience page), these may be deducted from a refund where permitted by law.
If something outside your control means you can't attend, please get in touch. We'll always look at exceptional circumstances individually and do what we reasonably can to help.
For anything to do with a cancellation, transfer or refund, please reach us via our contact page.