FAQs

WHAT ARE SHIPPING TIMES AND COSTS?

SHIPPING TIMES

UK - Prints Only usually despatch within 2-3 Working* Days

UK - Framed Prints , Frames and Box Canvas Orders despatch within 7-10 Working* Days

International orders take between 5-7 working days. Please note we are unable to Ship Framed Prints, Frames or Box Canvas orders internationally during the Covid-19 Pandemic.

* WORKING Days exclude Saturday, Sunday and Bank Holidays

SHIPPING COSTS

This depends on several factors including size of parcel, Value of order and country being shipped too. You will see a shipping cost estimate during checkout.

I DIDN'T RECEIVE AN ORDER CONFIRMATION

If you submitted an order with us, but didn't receive an order confirmation, Please check any Junk folders. The confirmation email address comes from info@artisandesignhouse.co.uk.

It is also possible that your email address was entered incorrectly. Contact us to see if we have received an order in your name. We're happy to fix the email address for you and send you the order confirmation.

HOW CAN I TRACK MY ORDER?

Not all orders will come with tracking, this will depend on the items purchased and the shipping service chosen.

Where a tracked service is used you will receive an email with a tracking link as soon as your order leaves our studio. Just double check to make sure it didn't land in your Junk folder, as emails sometimes end up there by accident.

ROYAL MAIL Tracking is delivery confirmation only. The tracking will state "An update will only be provided when we attempt to deliver your item"

MY ROYAL MAIL TRACKING NUMBER DOES NOT WORK OR IS INCORRECT?

ROYAL MAIL Tracking is delivery confirmation only. The tracking will state "An update will only be provided when we attempt to deliver your item"

WHAT HAPPENS IF I DON'T COLLECT MY PARCEL?

In the event that products are returned to us due to customer failing to pick up their package, we charge a £15 fee. This covers shipping to and from you, as well as handling and restocking of products.

WHAT SHOULD I DO IF AN ITEM IS RECEIVED DAMAGED OR INCORRECT ITEM RECEIVED?

In the event that you receive a defective or incorrect item, we want to make it right as soon as possible.

Please email the following information to: info@artisandesignhouse.co.uk

Email address that you used when placing the order
Order number
Customer name
Photo of damaged or incorrect item.
Photo of Product Packaging if Claim is regarding Damage

Our customer service team will get back to you shortly.

IS THERE A FEE FOR RETURNS?

Returns are at customers cost.

HOW DO I RETURN MY ORDER?


To return your product, you should mail your product to: Artze Wall Art, Surestore Business Hub, Unit 5 Park 66, Pilsworth Road, Bury, BL9 8RZ, United Kingdom 

You can download a returns form here

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund.



If you are shipping an item over £29, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

HOW WILL I RECEIVE MY REFUND?

If you paid for your order with a card, your refund will be issued back to the same card. If you paid via Paypal, we refer you to them for more information.

Did you place your order during a campaign period or with a discount code? When we receive your return, your order total will be recalculated. If the terms of the campaign or discount aren't met, we will deduct the discount from your refund.

WHEN WILL I RECEIVE MY REFUND?

We make every effort to issue your refund as soon as possible, and at the latest within 14 days. Please note that we must have received your order return or a mailing receipt before we can issue a refund.

HOW DO I EXCHANGE AN ITEM?

If you would like to exchange a received product for something different, it is processed like a regular return. You send us the item you don’t want and we will refund you. You can then proceed to place a new order in our web shop.

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