Items Arriving Damaged
If you have taken delivery and your order has been damaged – please take photos of the damage to BOTH the item and the packaging and email the photos to us at email@example.com
Photographic evidence is normally sufficient for us to start a claim with the couriers and also avoids the need for you to repackage and return the damaged order to us, or have it collected by the courier.
Once we have received the photos we will contact you to arrange delivery of a replacement order and advise you if we need you to keep the original order and packaging. In most cases there will be no need to keep hold of the packaging.
If you are present when the courier arrives and there is obvious visible damage to the outer packaging – please rufuse delivery from the courier or sign for the delivery as damaged and (contact us). We will then make the necessary arrangements with the courier to have the order returned to us and a replacement made up and sent out as quickly as possible.
Incorrect Items Received
If you have received your order and there are any missing or incorrect items please (contact us) as soon as possible and we will resolve any issues immediately. If any items need to be collected we will make the necessary arrangements with the couriers to avoid any costs for you and minimise inconvenience as much as possible.
Cooling Off Period (items no longer required)
In compliance with EU law you have the right to cancel your order within 14 days of receipt.
Photo Only Orders
If you decide within 14 days of receiving your prints that you no longer want them, please (contact us). We will ask you to take photos of the prints ripped up/destroyed and email them to us at firstname.lastname@example.org. This will avoid the need for the prints to be returned to us. (We don’t resell returned prints). Once we receive the photographic evidence showing the prints have been sufficiently destroyed – we will issue you a refund less the initial delivery price. If your order was over the free delivery threshold for UK print only orders of £40 – we will take off the standard UK delivery price from the refunded amount.
UK Orders for Canvases and Framed Prints (without captions)
If you have received an order for framed prints or canvases that you no longer require, please contact us within 14 days of receipt of the order. Please keep all packaging, paperwork and the product together and repackage. Once we have been notified we will arrange a convenient time for our couriers to recollect the order from you. To qualify for the refund the product/s must arrive back with us in perfect/resalable condition.
The following restocking charges will apply to cover onward and return delivery charges. These charges will be taken off the refund amount.
Extra Small, Small, Medium Frames and Canvases - £15
Large, Extra Large Frames and Canvases - £20
Super Size Frames and Canvases - £30
Super Size Plus Frames - £75
Non UK Order for Canvasas and Framed Prints (without captions)
If you have received a framed or canvas order from outside of the UK that you no longer require, please (contact us) within 14 days of receiving your order. As long as we receive notification within 14 days, the order does not need to be returned to us within 14 days. Refunds will be only be issued once your order is returned to us in perfect condition. The original outward delivery price will be taken off the refund amount.
Framed Orders with Captions
We regret that the cooling off period does not apply to bespoke orders where a personalised caption has been ordered and subsequently approved prior to delivery. For these orders a refund will not be available unless the item is damaged in transit.