Refund policy
Returns: Faulty Items
We try to ensure that you are completely satisfied with your purchase and all orders are carefully checked before being dispatched. However, items can occasionally be damaged in transit, be defective or are unacceptable. Please contact us immediately in these circumstances and we will endeavour to rectify the situation.
If the goods have been damaged in transit or are defective, please contact us within 2 days of receipt. Please retain the packaging material and we will arrange to have them returned and your order replaced at no additional cost to you.
Returns: Unwanted Items
We have a 14-day return policy for online orders, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You'll also need the receipt or proof of purchase.
To request a return, please log in to your customer account or contact us. Return postage costs are the responsibility of the customer, except in cases where the item is faulty or damaged.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift vouchers.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
P&P charges are non refundable, except when returning faulty goods.
Cancellations
You may request a cancellation via your customer account, by contacting us, or by telephone on 01904 655707 (within gallery opening hours). Cancellation requests are reviewed on the next working day, though we will always endeavour to act on telephone requests as quickly as possible. Please note that for items fulfilled directly by the artist or a third-party supplier, we cannot guarantee cancellation once the order has been passed for fulfilment — we will notify you as soon as possible if cancellation is not possible. If an order cannot be cancelled before dispatch, you may return it under our standard returns policy.
Additional Rights for EU Customers
The following applies to customers located in the European Union and sets out your statutory rights under the EU Consumer Rights Directive. These rights are in addition to, and in some cases supersede, the standard policy above.
Right of Withdrawal
You have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party indicated by you, receives the last item of your order.
To exercise your right of withdrawal, please log in to your customer account and submit a return request, or contact us.
Return Shipping
If you withdraw from your purchase, you are responsible for the cost of returning the goods to us. We will reimburse all payments received from you, including the standard delivery charge you paid at checkout, without undue delay and no later than 14 days after we receive the returned goods. We will use the same payment method you used for the original transaction.
If you selected an express or upgraded delivery option, we will only reimburse the equivalent standard delivery cost.
Cancellations
EU customers may request cancellation at any time before fulfilment via your customer account, by contacting us, or by telephone on +44 1904 655707 (within gallery opening hours). Cancellation requests are reviewed on the next working day, though we will always endeavour to act on telephone requests as quickly as possible. For items fulfilled by a third-party supplier, we cannot guarantee cancellation once the order has been passed for fulfilment, and will notify you as soon as possible if this is the case. If cancellation before dispatch is not possible, your right of withdrawal still applies — you may return the item within 14 days of receipt.
Note on Sale Items
The right of withdrawal applies to EU customers regardless of whether an item was purchased at full price or on sale.