St Pancras Shop Terms and conditions

These terms and conditions apply to the use of St Pancras Shop .
The St Pancras online shop is run in partnership with Heritage Digital Ltd.

Please read through these terms and conditions carefully. You will be required to accept these terms and conditions in order to complete the ordering process on . If you do access the website, and / or place an order, by doing so you agree to be bound by the terms and conditions as set out below.


1.1  What these terms cover. These are the terms and conditions on which we supply products to you.

1.2  Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.


2.1  Who we are. We are Heritage Digital Ltd a company registered in England and Wales. Our company registration number is 09940667 and our registered office is at Cromford Mills, Mill Lane, Cromford, Derbyshire DE4 3RQ. Our registered VAT number is 234258416.

2.2  How to contact us. You can contact us by telephoning our customer service team at 0115 838 6175 or by writing to us at St Pancras Shop c/o Heritage Digital Ltd, Cromford Mills, Mill Lane, Cromford, Derbyshire DE4 3RQ.

2.3  How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4  "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.


3.1  How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

3.2  If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

3.3  Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.4  Email Communications. It is your responsibility to ensure you are able to receive e-mails from the St. Pancras Shop. We recommend you add to your ‘safe sender’ list, and check that your online security software does not block e-mails from us.


4.1  We sell in the UK, EU and Worldwide. We reserve the right to reject orders from the following countries: Armenia, Azerbaijan, Belarus, Bulgaria, Croatia, Georgia, Romania, Ukraine, Morocco, Turkey, Macedonia, Bosnia Herzegovina, Albania, Serbia, Indonesia, Uganda and Nigeria.


5.1  Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

5.2  Product packaging may vary. The packaging of the product may vary from that shown in images on our website.


If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.


7.1  Delivery costs. The costs of delivery will be as displayed to you on our website.

7.2  When we will provide the products. During the order process we will let you know when we will provide the products to you.

7.3  We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

7.4  If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our courier will leave instructions on how to re-arrange delivery, or collect from their depot.

7.5  If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 1.1 will apply.

7.6  When you become responsible for the goods. A product will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.

7.7  When you own goods. You own a product once we have received payment in full.


8.1  Faulty or incorrect goods. If what you have bought is faulty or not as described you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 11;

8.2  Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund.

8.3  When don’t you have a right to change your mind. Your right as a consumer to change your mind does not apply in respect of:

  1. Products that are personalised or designed to your specification, including framed prints where you choose frame and mount styles, or products personalised with a message or name.; This would apply to any customised products that have been designed to the customer’s specification (e.g. an item that has been personalised with the customer’s name).
  2. products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; possibly relevant for food and jewellery such as ear rings

8.4  How long do you have to change your mind? How long you have to change your mind depends on what you have ordered and how it is delivered.

  1. Have you bought personalised or bespoke goods? If you have purchased a personalised or bespoke product, then you will not have the right to cancel your order once we have accepted. Personalised goods include any product that is made with a personalised message, name, or image. Customised frame where you choose the style of frame, mount and colour.
  2. Have you bought goods? if so you have 14 days after the day you (or someone you nominate) receives the goods, unless:
  3. Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.


9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

  1. Phone or email. Call customer services on 0115 838 6175 or email us at . Please provide your name, home address, details of the order and, where available, your phone number and email address.
  2. Online. Complete the Order Cancellation Notification Form and email it to us.
  3. By post. Print off the Order Cancellation Notification Form and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, your order number, and your name and address.

9.2  Returning products after ending the contract. If Goods have already been received, you will be responsible for returning the Goods including all costs. You must return Goods within 14 days of notifying us of your intent to cancel. Please call customer services on 0115 838 6175 or email us at for a returns form.

9.3 When we will pay the costs of return. We will pay the costs of return:

  1. if the products are faulty or not as described;
  2. if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances you must pay the costs of return.

9.4  What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.

9.5  How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

9.6  When we may make deduction from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

  1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
  2. We will refund the delivery costs you paid at the time of ordering.

9.7  When your refund will be made. We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then:

  1. If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
  2. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.


How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 0115 838 6175 or write to us at or St Pancras Shop c/o Heritage Digital UK Ltd, 1 Kayes Walk, Nottingham, NG1 1PY


11.1  Your rights. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.

11.2  Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 0115 838 6175 or email us at for a return label or to arrange collection.


12.1  Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.

12.2  We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

12.3  What happens if we got the price wrong? It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

12.4  When you must pay and how you must pay. We accept payment with Visa, Visa Debit, Mastercard or PayPal. You must pay for the products before we dispatch them.

12.5  Handling of Fraudulent transactions. To ensure that your credit or debit card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases including registered credit reference agencies and fraud prevention agencies, who may keep a record of that information. By accepting these Terms and Conditions you consent to such checks being made.

12.6  It is a crime to use a false name or a known invalid credit card to order. Anyone caught wilfully entering an erroneous or fictitious order will be prosecuted to the fullest extent of the law. We track the electronic ‘fingerprints’ of every order placed on the St. Pancras Shop to enable us and all legitimate crime prevention and prosecution authorities to trace individual users engaging in criminal activities on the St. Pancras Shop.


13.1 On occasions the St. Pancras Shop will offer Promotional Codes. By using any Promotional Code, you are agreeing to the following:

General terms of promotions

13.2  A Promotional Code may only be redeemed online at the St. Pancras Shop.

13.3  Discounts and/or free items cannot be redeemed elsewhere unless expressly advertised.

13.4  A Promotional Code cannot be used in conjunction with any other offer, discount or promotion. Only one Promotional Code can be used per transaction/household.

13.5  A Promotional Code is redeemed by entering the code at the appropriate point in the Order process for a qualifying purchase or in the case of discounts, vouchers and/or free items, as expressly advertised.

13.6  A Promotional Code is not exchangeable for cash and is non-transferable and non-refundable.

13.7  We accept no responsibility for Promotional Codes that are illegible, lost, delayed or damaged.

13.8 Promotional Codes not submitted in accordance with these Terms and Conditions, or that are incomplete, illegible, expired or otherwise defective shall be rejected and/or disqualified and our decision is final.

13.9 By entering a Promotional Code you agree to participate in any publicity arising from any awards, free offers etc. and you grant us the right to feature your name, photograph and location in any future marketing materials, St. Pancras publications, promotions or competitions.

13.10  By entering a Promotional Code, your personal data will be held only for the purpose of administering the Promotional Code and contacting you in relation to it.

Period of use

13.11  A Promotional Code is only valid during the period identified and on the products specified in the media in which it was delivered.

13.12  We reserve the right to:

  1. Cancel or withdraw any Promotional Code;
  2. Refuse to allow any customer to participate in the Promotional Code;
  3. Decline to accept Orders where, in our opinion the Promotional Code is invalid for the Order being placed;
  4. Exclude any single or group of products from any general promotion; and/or
  5. Amend this provision at any time (and Heritage Digital will use reasonable endeavours to notify changes to participants).

13.13  In the case of a free item being offered, all items are subject to availability and we reserve the right to substitute the free item for another of similar quality and value for any reason. In the case of a returned Order, any free Goods must be returned at your own cost and risk, as new, at the same time in their original packaging with the product documentation, and with proof of the Promotional Code used. The Goods must not have been used and, where applicable (such as electrical items), must not have been removed from the sealed clear packaging.

13.14  Where the redemption of a Promotional Code is subject to a minimum spend requirement, redemption is only permitted in respect of the purchase of the qualifying products (as communicated to you when issuing the Promotional Code).


14.1  We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

14.2  We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 11.1; and for defective products under the Consumer Protection Act 1987


15.1  How we will use your personal information. We will use the personal information you provide to us:

15.2  We will only give your personal information to other third parties where the law either requires or allows us to do so.


16.1  Images from the collections of the Royal Institute of British Architects (RIBA) are used to illustrate some of the Products sold on this website (those marked with the credit line ‘RIBA Collections’). These images are licensed by us from RIBA solely for the production of these Products.

16.2  The reproduction by whatever means of the whole or any part of any RIBA image is strictly forbidden.

16.3  We make no claim or warranty with regard to your use of names, people, trade marks or copyright material depicted in any RIBA image.


17.1  Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.

17.2  If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

17.3  Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

17.4  Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts