Every design has a code — five short groups of letters and numbers, like 3f5ff7-ed381f-db9ca4-d899f9-fd05d7. If you paid, we showed it to you on the thank-you page straight after payment. Email it to us, or paste it into the end of a design-tool link like design.html?c=your-code and your exact room comes back.

Don't have the code? Tell us the email address you paid with and we'll find it. We keep every design against the order, so nothing is ever really lost.

Check your junk folder first — that's where it is nine times out of ten. Otherwise email us from the address you paid with and we'll tell you exactly where your order is. We don't need the design code to find you.

If we've gone past the turnaround we promised you — it's on your receipt — say so. That's our mistake, not a queue you're waiting in politely.

Tell us and we'll refund it. No form, no argument. If something specific is off — wrong tile scale, the room reads too dark — say so and we'll usually just redo it, which most people prefer to a refund.

You send your design and your photo first, and the pay button appears after that. It's the opposite order to most sites, and it's deliberate: what you're buying is a render of your room, so we'd rather not take your money until we're certain we have the photo to work from.

Nothing is charged until you press pay, and nothing happens if you change your mind at that point.

We never see them. Payment is handled entirely by Stripe, who process card payments for millions of businesses — your card number goes to them, not to us. We're told that a payment succeeded and nothing more.

ORIDESIGNLAB.COM, plus the amount. Worth knowing now so it isn't a mystery charge in six weeks' time.

Stripe emails one automatically the moment you pay, and it's a proper itemised receipt.

The receipt doesn't carry your design code — that's shown on the thank-you page right after payment, and it's the thing worth saving. If you missed it, just ask.

Need a formal invoice with your name or company on it? Ask and we'll send one.

No, and we'd rather say so plainly. It's a visualisation built from your photo and photographs of the real products, so the layout is yours and the materials are close — but tile scale, grout colour, lighting and reflections are indicative.

The materials list is the accurate part. Always confirm a selection against a physical sample before anyone orders anything.

Stand in the doorway and get the whole room in. Turn the lights on, don't use flash, and clear the counter — towels and shampoo bottles end up in the render. Two or three angles are better than one.

Your phone's location data is stripped from the photo before it leaves your device, so we never receive the address it was taken at.

No. We're a design studio, not a supplier — we don't sell, stock or install anything. You or your contractor buy the materials wherever suits you. That's deliberate: it means our advice isn't steered by what we'd make a margin on.

Yes. Every item is named with its brand, material and size, which is what a supplier needs to find it. Availability and pricing vary by region and change over time, so treat the list as a specification to source against rather than a quote.

Of course — just send the new link. If we've already started on a paid render we may ask you to pick one, so we're not rendering a moving target.

No. The design tool is free and needs nothing from you. Your design lives in the page link, so save it or text it to yourself and it'll still be there tomorrow.

Not without asking you first. We don't sell or share your information — see the privacy notice for exactly what we keep and for how long.