Delivery & returns policy
SHIPPING & HANDLING TIME
All of our products are made and shipped from the UK via Royal Mail First Class Signed for. Orders are processed within 5-7 working days and we aim to ship your order within this time-frame, however during busy periods such as Christmas, this may extend. Once your order has been processed we'll send you an email to let you know.
Royal Mail become very high in demand during the festive period so please bear this in mind if your delivery is delayed. We will provide tracking.
All prints are sealed, sent in a board-backed envelope via Royal Mail and sent 1st class signed for, which usually arrives 1-2 days after dispatch.
Orders that include A2 prints will be sent in postal tubes to avoid damages during transit.
Our delivery charges are inclusive of the protective sleeve and envelope or tube your items are packaged in.
We’re taking all precautionary measures to make sure that we can operate as efficiently and safely as possible during the current pandemic. We’ll need to change how we do certain things for a while, and some deliveries are taking longer than usual. Please allow up to ten working days before chasing your order, we’re relying on the updates from Royal Mail who are working extremely hard through this time to deliver your parcels. You can find out about the current delivery updates by clicking here.
We’re really grateful for your support. Thank you so much for supporting Art Maison as we move through this uncertain time together.
MISSING OR FAULTY ORDERS
Due to the number of parcels that go through Royal Mail every day, sadly from time to time things may get lost or slightly damaged while they’re making their way to you. If you don't receive your item within 10 business days of receiving your dispatch email or your order arrives damaged, please contact us and we’ll work with you to resolve any issues.
We work hard to make sure all our prints are in an exceptional condition before we send them. All our products are made to order, we aren’t able to accept returns if you change your mind. Please triple check the details for your preferences are correct before you order. If your order is incorrect, such as spelling errors and you didn't let us know before it was dispatched, we're unable to accept this as a return.
Our policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please e-mail us at email@example.com including your order number and pictures of the damaged product(s)/packaging.
To issue you with a refund, you'll need to provide proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
To return your product, you should mail your product to the address on your packing slip.
You will be responsible for paying for your own shipping costs for the return of your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £30 you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.