We print photographs that customers upload. Sometimes a customer sends a picture that is not theirs to send. This is how you tell us, what we do about it, and how to answer if it happens to you unfairly.
Send your notice to the designated agent in section 4. Include everything listed in section 3 — a notice missing a required element does not start the clock, and we would rather not have to send it back. We act on complete notices within one business day.
We respect copyright, and we expect our customers to. Our Terms require every customer to promise that the photograph they upload is theirs to use, and to indemnify us if it is not.
We respond to valid notices of claimed infringement under the Digital Millennium Copyright Act, 17 U.S.C. § 512, and we terminate the accounts and refuse the orders of repeat infringers.
Every custom order is reviewed by a person before it is printed, and we refuse orders that appear to infringe. That review is not a guarantee — we cannot know who took a photograph by looking at it — which is why this policy exists.
Most takedown policies imply that the DMCA settles everything. For a business that prints things, it does not, and you should know where the line is.
The DMCA's safe harbour covers hosting. When a customer uploads a photograph to our servers, that is material stored at their direction, and § 512(c) applies to it in the ordinary way.
It does not cover printing. Once we manufacture a physical object bearing a photograph and sell it, we have made and distributed a copy ourselves. That is direct infringement by us, and no safe harbour protects it.
We are not hiding behind a takedown form. If we printed your picture without permission, we are responsible for that, and we will deal with it properly rather than pointing at the customer.
So this policy is the process, and it works. But if we have already printed and shipped something of yours, tell us that specifically in your notice (see 3.3) and we will treat it as a claim against us, not as a hosting complaint. We will stop any further printing immediately, tell you what was made and how many, and work out where that leaves us.
Send it to the designated agent in section 4. Email is fastest and is our preferred method.
To be effective under § 512(c)(3), your notice must include all six of the following. We are listing them plainly because an incomplete notice does not start our obligations, and bouncing it back wastes days for both of us.
What helps us find it. We are not a public gallery, so there is usually no URL to point at — customer photographs are not displayed to anyone but the customer. The things that let us identify a specific order are: a copy of or link to your original work; the order number or the customer's name or email if you know it; the approximate date; and any listing, social media post, or photograph of the finished pillow that brought this to your attention.
Please also tell us whether you believe the item was already printed and shipped, and attach the evidence that led you to think so. That changes what we do, per section 2.4.
We will send you a written acknowledgement, and we will tell you what action we took.
Notices of claimed infringement must go to our designated agent, whose details are also registered with the United States Copyright Office:
This agent is registered in the Copyright Office's DMCA Designated Agent Directory at dmca.copyright.gov. If the details there and the details here ever differ, tell us — that is a mistake on our part and we want to fix it.
Please use this address only for copyright notices. Order questions sent here will be slower to answer, not faster. General enquiries go to .
On a complete notice, we act within one business day. We will:
If the notice is incomplete, we will tell you which element is missing and invite you to resend. We will not simply ignore it, and if the defect is obviously clerical we may act anyway.
Your details go to the customer. The DMCA requires us to pass your notice on, and that includes your identity and contact details. If that is a concern, use an agent or a lawyer to file on your behalf.
Where an order has already shipped, we will additionally tell you what was manufactured, in what quantity, and when, so that you can assess the claim properly.
If your order was cancelled because of a notice and you believe that was a mistake — the work is yours, you have a licence, or your use is fair — you may send a counter-notice to the same agent.
It is made under penalty of perjury, it gives your name and address to the person who complained, and it consents to being sued in a federal court. If you are not certain of your rights in the photograph, talk to a lawyer first. If you simply want your money back, email instead — a refund does not require any of this.
To be effective under § 512(g)(3), your counter-notice must include:
What happens next. We forward your counter-notice to the person who complained. If they do not tell us within 10 business days that they have filed a court action seeking to restrain you, we may restore the material in 10 to 14 business days after receiving your counter-notice.
Restoring the material does not restore a cancelled order. You are welcome to place it again.
We have adopted and we implement a policy of terminating the accounts and refusing the orders of repeat infringers, in appropriate circumstances, as § 512(i) requires.
In practice: a customer who is the subject of a valid notice receives a warning. A second valid notice against the same customer results in refusal of future orders. We may act on a single notice where the infringement is obviously wilful — a commercial reproduction, or a customer who has been told and does it again.
A notice that is withdrawn, or successfully answered by a counter-notice, does not count against a customer.
We keep a record of notices for this purpose. It is retained as described in the Privacy Policy.
Under 17 U.S.C. § 512(f), a person who knowingly materially misrepresents that material is infringing — or that it was removed by mistake — is liable for damages, including costs and legal fees, incurred by the alleged infringer, the copyright owner, or us.
Do not use this process to shut down something you simply dislike, or to remove a photograph of a vehicle you once owned but did not photograph. Owning the car does not make you the owner of a photograph of it. Copyright in a photograph belongs to whoever took it, unless it was transferred in writing.
This is the most common mistaken notice we expect to receive, and the position is genuinely counter-intuitive. Ask us before filing if you are not sure — we will explain rather than charge you for the question.
The DMCA covers copyright only. Send these to instead, and we will act on them — the process is simply not the statutory one:
| If you are complaining about | Tell us |
|---|---|
| Your trade mark, brand or trade dress | The mark, its registration number if any, and what you say is infringing. Note that a photograph of a vehicle usually contains the manufacturer's badge incidentally — see Terms 5.7 |
| Your face or likeness being printed | Who you are and where you appear. We will act on this immediately, without requiring proof — nobody should have to argue to get their own face off a product |
| A photograph of your property or premises | What it is and why it concerns you |
| Your vehicle's registration or number plate | The plate and where you saw it. We remove these for free on request and recommend it |
| Counterfeit goods or a fake using our name | Where you saw it. This one helps us as much as you |
Complaints about a person's likeness are treated as urgent and are not subject to any waiting period.
Nothing on this page is legal advice, and none of it waives any right or defence available to us or to our customers.