Question 1

Where are you located?

Accepted Answer

I am located on the East of England, in the United Kingdom, tucked away in the pretty countryside. 
I do not have a physical shop, only an at home studio where I work, so your order cannot be collected from an address.

Question 2

How will my order be packaged?

Accepted Answer

Original Artworks: Sent wrapped in bubble wrap, in cardboard sheets. 
Small Giclee Art Prints: Sent in a hard backed envelope, unless purchased in too large of a quantity or with items that are not envelope compatible. If this is the case, the items will be sent in cardboard sheets. 
Large Giclee Art Prints: Sent in a thick cardboard tube, unless purchased in too large of a quantity or with items that are not tube compatible. If this is the case, the items will be sent in cardboard sheets. 
Mounted Giclee Art Prints: Sent in cardboard sheets. 
Colouring Books: Sent in cardboard sheets. 
Card Decks: Sent wrapped in bubble wrap, in a cardboard box, unless purchased in too large of a quantity or with items that are not compatible with the box size. If this is the case, the items will be sent in cardboard sheets. 
Ceramics: Sent wrapped in bubble wrap, surrounded by packing peanuts/paper/air cushions, in a suitable box size. I generally send in reused boxes.

Question 3

How will my order be sent?

Accepted Answer

I send packages using Royal Mail and Parcelforce. All packages will be sent using any of the following delivery profiles; Royal Mail Tracked 48, Royal Mail Tracked 24, Royal Mail Special Delivery Guaranteed Next Day by 1pm, Royal Mail International Tracked, Parcelforce UK Express, Parcelforce Global Priority.

Question 4

What will my order processing time be?

Accepted Answer

I try my best to dispatch you order as quickly as possible. My daughter, who packs my orders, works only on weekdays (not including bank holidays). Our processing times are as follows;
Original Artworks: 5-7 days
Small Giclee Art Prints: 2-5 days
Large Giclee Art Prints: 3-7 days
Mounted Giclee Art Prints: 2-5 days
Colouring Books: 2-5 days
Card Decks: 2-5 days
Ceramics: 5-7 days

Question 5

How do I check the status of my order and how long will it take to reach me?

Accepted Answer

I am located in the UK. For all inland orders, you can expect your order within 1-3 working days. 
For international orders, you can expect your order within;
Europe: aimed to be delivered within 3-14 working days
Worldwide: aimed to be delivered within 5-14 working days
The aimed delivery times are estimated, these times are not guaranteed, so please order in more than enough time. If there are any delays due to customs, peak delivery times like Christmas or other reasons, these are completely out of my control. Please check your tracking regularly for updates. 
Once I have dispatched your order, you will receive an email notification from us including your tracking number that you can use to check the status of your order. Please allow 24 hours for tracking updates to become available. 
If you have not received your order within the times mentioned above, or the tracking has come to a halt for a few days, please contact me with your email and order number, and I will look into it for you. 
Royal Mail and Parcel Force will hand your order over to the partner company in your country. Please check your tracking on their website too as there may be extra information.

Question 6

How much will shipping cost?

Accepted Answer

UK orders: 
Shipping is dependant on the price of the order, the size and weight. Please check the shipping cost at checkout.

International orders:
Shipping is dependant on the price of the order, the size and weight. Please check the shipping cost at checkout. 
Please note, international customers may have customs charges for which we are not responsible for.

Question 7

What payment methods do you accept?

Accepted Answer

I currently accept card payments.

If you would prefer to use a different payment method, you are welcome to order through my Etsy shop.

Question 8

Do you accept returns or exchanges?

Accepted Answer

I only accept returns.

I want you to be completely satisfied with your purchase, but if you are unhappy with the product, or have changed your mind, please contact me within 14 days of arrival so we can resolve the issue together. Any later than 14 days, and I am unable to accept a return.

The item(s) must be returned in the original packaging, unused and in the same condition.

Please note, I am not responsible for the return shipping cost.

If you have any questions about any item(s), please don't hesitate to contact me.

Question 9

Do you accept custom orders?

Accepted Answer

I currently do not.

As it is only myself and my daughter running the business, we are quite busy. Therefore, I do not generally have the time to create custom orders.

Question 10

Can I cancel or change something about my order?

Accepted Answer

Yes, you can. 
I have a 24 hour open window for any cancellations or changes.

This is because, for example:
If you order a small giclée art print, my daughter will begin printing as soon as possible, then I hand embellish and sign the print, ready for packaging. Once your order is in process, the order cannot be cancelled.

Question 11

How should I best care for my item(s)?

Accepted Answer

Generally, the best care is to keep the item out of direct sunlight and only dust lightly with a dry, lint free cloth.

FAQs

Frequently asked questions