Legal
Terms of sale
These are the terms you buy under. Nothing here takes away your rights under UK consumer law.
Last updated 19 August 2026.
Who you're buying from
Upon The Clouds is the trading name of Retha Lubbe, a sole trader. Every set is made by her. When these terms say "we" or "us", that's who they mean.
Retha Lubbe, sole trader, trading as Upon The Clouds34 Carlingford Avenue
Westcliff-on-Sea, Essex SS0 0SB
info@upontheclouds.co.uk
07833 553970
What you're buying
Every piece is cast in resin and painted by hand, so no two are quite the same. Small differences in colour and finish between your set and the photographs are part of how they're made, not a fault.
Screens vary, so colours on your monitor or phone won't match the real thing exactly.
Most framed pieces are one-offs. When one sells, that exact piece is gone.
Orders and prices
Prices are in pounds sterling and are shown on each product. We aren't VAT registered, so no VAT is added and the price you see is the price you pay.
A price can change at any time before you order, but never after you've paid.
Your order is accepted when we email to confirm it. If something has sold or was listed at the wrong price, we'll tell you and refund you in full rather than send you something you didn't order.
Paying
Checkout is handled by Shopify. Your card details go to them and never touch this website.
Shipping, costs and times
Orders are dispatched within 48 hours. Retha posts everything herself, so that's a real promise rather than a warehouse one.
| Service | Cost | Dispatched |
|---|---|---|
| UK standard | Free | Within 48 hours |
| UK express | £6.99 | Within 48 hours |
How long it takes to reach you after that is down to the postal service, not us. Express is the quicker option if you're buying for a date.
The framed pieces are large and go by a parcel service rather than ordinary post, which is included in the price. Nothing is added at checkout.
We only deliver within the United Kingdom at the moment.
If something is going to take longer than we've said, we'll email you, and you can cancel for a full refund.
Changing your mind
You have 14 days from the day your order arrives to tell us you want to cancel, and another 14 days to send it back. You don't have to give a reason. This is your right under the Consumer Contracts Regulations 2013.
Send it back in the condition it reached you, packed well enough to survive the journey. We'll refund what you paid, including the standard delivery cost, within 14 days of getting it back. Return postage is yours to pay unless the piece was faulty or wrongly described.
Email us first at info@upontheclouds.co.uk so we know to expect it.
If something arrives broken or faulty
Send us a photograph and we'll put it right. A replacement goes out, or you get your money back, whichever you'd rather.
Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If they aren't, you can reject them within 30 days of delivery for a full refund. After that you're still entitled to a repair or replacement.
The pictures and words on this site
The photographs, text and design on this site belong to us. Please don't copy them for your own commercial use.
What we're responsible for
If we get something wrong, we're responsible for what you lose as a foreseeable result of it. We aren't responsible for losses we couldn't have seen coming, or for business losses, since these are sold for use at home.
Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law says can't be limited.
Changes to these terms
We may update this page. The terms that apply to your order are the ones published when you placed it.
Which law applies
These terms are governed by the law of England and Wales, and disputes can be taken to the courts of England and Wales. If you live in Scotland or Northern Ireland you can also use your local courts.