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Shipping, Payment and Returns Policy

Last updated 23rd March 2022


SHIPPING, PAYMENT AND RETURNS POLICY
Content: 
• Shipping and Payment Information
• Returns and Refund Information
________________________________________


ArtFelt Pet Portraits 
Domestic and International Shipping Policy

1. Shipment processing time
All orders for items in stock are processed within 2 working days. Please see the Commissioned Portrait Order Process for the Commissioned Portrait despatch and delivery process.
All orders received for items in stock will be processed and despatched within 2 working days, unless advised.  All other items purchased from the online store, listed as available and in stock must be paid for in full before the item or items are despatched. As these items are individually made and not mass produced, all efforts will be made to update the online shop in real time to ensure the same item is not purchased simultaneously. 
However, in the unavoidable event of your chosen item being purchased simultaneously on another order, we reserve the right to and with regret, inform you of the conflicting order issue and offer you an alternative item (of similar material, description and value) or advise a subsequent delay on the item being despatched as the new item will have to be reproduced by hand. Alternatively, we can offer a refund of your payment, if you do not wish to choose either option and wish to cancel your order instead. 
We will advise and update all order and despatch issues and/or delays via the email address supplied during the order process. Orders received over the weekend and during UK Bank (Public) Holidays will be processed within the following next two working days.


2. Shipping rates and estimated delivery times


       Shipping Option and Details                      Region              Compensation Cover   Estimated delivery time        Shipment cost 
Free Royal Mail Tracked 48                                     UK                           Up to £100                        2-3 business days                Free for orders over £30.00
Standard Royal Mail Tracked 48                           UK                           Up to £100                       2-3 business days                 £5.00 for orders under £30.00
Free Royal Mail International Tracked               Europe                  Up to £250                       4-8 business days                 Free for orders over £30.00
Standard Royal Mail International Tracked     Europe                  Up to £250                       4-8 business days                 £22.50 for orders under £30.00
Free Royal Mail International Tracked               Rest of the world   Up to £250                       6-14 business days              Free for orders over £30.00
Standard Royal Mail International Tracked     Rest of the world   Up to £250                       6-14 business days              £22.50 for orders under £30.00
 

**Please note** - Tracked shipping or any other shipping service is NOT available to P.O. boxes or APO/FPO addresses.

3. Shipment confirmation and order tracking
Your shipping information and tracking details will be emailed on despatch and provided on your Order Despatch confirmation email. As our shipping options are mainly offered through Royal Mail, you will be able to track your shipment via the Royal Mail tracking site at www.royalmail.com/track-your-item.

4. International Shipping Policy
We ship worldwide via the postal delivery service, which may incur additional delivery times. Please continue to track your order by using the provided tracking details. If after 21 working days after the despatch date, your order has not arrived, please, get in touch with us via the Contact page on our website (please see the sections below regarding, delays, lost orders and damage in transit for claims information). 
All orders can be tracked from despatch to delivery. International orders may be passed on to local courier/postal service companies and can still be tracked using the local courier tracking link. Please be aware that as Royal Mail will the local postal network partners to deliver international shipments, you may be directed to a different website once the item has been received in the destination country and enters the local postal/delivery network.


5. Customs, duties, and taxes
Please note that all prices are in UK sterling.  If you live outside of the UK your bank will exchange the total to your currency at their exchange rates.  Please note that payments and refunds will be in UK sterling and we cannot be held responsible for any loss due to currency exchange fluctuations.

IMPORTANT CUSTOMS CLEARANCE NOTICE.
Please be aware that delays may be imposed by your country’s customs clearance process. Any fees charged by your customs are the sole responsibility of the buyer. Please continue to track the delivery via the details provided as for updates.


6. Delays in Transit and delivery delays
Our shipping options are offered as standard and we cannot be held responsible for any shipping/in transit delays once your order has been despatched. We can use other carriers for faster express delivery options if required. Please contact us if you’d like to arrange a different delivery method, but there will be additional shipping cost for using any of the alternative express shipping options.
In the event of the following potential shipping issues:

DELAYED OR LOST ORDERS.
A parcel is considered lost after it has been in the postal/delivery system for a period of 10 working days for UK orders and 20 working days for international orders. Although orders normally take much less time than that to be delivered, we are not able to despatch any replacement (if applicable) or assist with any potential claim until this period of time has elapsed. We cannot be held responsible for any direct or indirect loss or damage incurred by a customer due to delayed or lack of delivery of goods regardless of the method of delivery.
IF YOU ARE NOT IN TO RECEIVE THE DELIVERY. 
If you are not present at the time of delivery, a delivery note will be left asking you to contact the courier directly in order to arrange re-delivery at a convenient time or pick it up in person from the specified location. You will then have 21 days until the parcel is returned back to us as undeliverable. We do not resend packages that are returned to us as undeliverable and you may be liable for any delivery/returns costs.
WRONG OR INCOMPLETE ADDRESS SUPPLIED.
If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery costs to re-deliver your order to the correct address. If this issue arises, we will contact you as soon as we are made aware of the issue or on receipt of the returned package(s) and we will advise any additional costs. We must receive the full payment of corrective shipping costs before we can advise new shipping and tracking details and despatch the items. We are not responsible for the loss of your order if the address provided at checkout is incomplete or incorrect.

7. Damages in Transit
We use the postal service to ship orders as detailed above. ArtFelt Pet Portraits is not liable for any items damaged or lost during shipping. Your portrait will be protectively packaged for shipping. If you received your order damaged, please contact Royal Mail and advise us immediately together with photos of the damage and the packaging. Please save all packaging material and damaged goods before filing a claim. You/we cannot do anything without this evidence as the shipping agent will require this proof to make a claim. 
Please see the Royal Mail Claim centre help portal by right clicking on the link or by copying and pasting the address below into your web browser or scan the QR code below to go to the web page.
https://personal.help.royalmail.com/app/answers/detail/a_id/325


Order Dispute process summary. How to file a claim for loss or damage.
1. Visit the Royal Mail Claim Help centre and submit your claim as required. Important - Please remember to photograph the damage and packaging material etc as proof for your records.
2. Please inform us of your claim by emailing wendywicks@artfeltpetportraits.co.uk (attaching photos of the damage etc.) adding the subject - Damage or Loss Claim with Royal Mail, for our records. We will always attempt to assist you wherever possible and this will ensure that we can support your claim, if necessary.
3. Please advise us of the final outcome of your claim with Royal Mail. If your claim is unsuccessful, we will then offer to repair or replace the portrait, free of charge, subject to the below declaration -
“If you receive your portrait and it appears damaged in transit (the portrait only and not the frame), you can return the portrait to us at your cost and once received we will make every effort to repair it. If it is beyond repair, we will produce another portrait at no extra cost. Unfortunately, we will not be able to guarantee the lead time for a replacement because it will depend on the commission waiting list at the time. However, you can be assured that all efforts will be made to return a replacement portrait to you as soon as possible.”

 

 

ArtFelt Pet Portraits
PAYMENTS POLICY

Content:
• General Shipping and Order Payment information
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For shipping rates - please see our shipping rates in Section 2. Shipping rates and estimated delivery times in the Shipping policy above.

a) Shipping rates (if applicable) are applied to the order subtotal during the order checkout process when making a purchase through our online Shop. 
b) Alternative shipping arrangements can be sourced and applied to your order on request, only. These shipping costs will be charged during the order checkout process, depending on your specific requirement. Please contact us by email at wendywicks@artfeltpetportraits.co.uk or use the Contact page on our website, adding the subject – Shipping Enquiry. We will reply as soon as possible so that your order can be placed and processed accordingly. Your order total will be updated with the quoted shipping costs and tracking details added to your order despatch confirmation.
c) For all other order payment processing information in detail, please see our Privacy Policy sections 1, WHAT INFORMATION DO WE COLLECT, 2. HOW DO WE PROCESS YOUR INFORMATION AND 3. WHAT LEGAL BASES DO WE RELY ON TO PROCESS YOUR INFORMATION?
d) For refund payments, please see Section 6. Refunds in the Returns Policy below.
Please contact us by email at wendywicks@artfeltpetportraits.co.uk if you have any other payment questions or queries.
e) Below are the payment options that are offered at the ArtFelt Pet Portraits online shop checkout. You can choose the method and follow the instructions for payment.

SumUp payment methods via a QR code. PayPal payment methods

Please see the shop checkout screen and Privacy Policy for details

 


ArtFelt Pet Portraits
RETURNS POLICY
Content:
• Returns and refund information
________________________________________


1. General Returns Information
We have a 14-day return policy for items purchased from the ArtFelt Pet Portraits online Store (with the exception of Commissioned Portraits), which means you have 14 days after receiving your order to request a return, exchange or refund.
To be eligible for a return, you’ll also need the order confirmation, customer invoice or proof of purchase.
If you have any queries, questions or are making an enquiry about a return you can always contact us via our Contact page on our website or by email using this email link: mailto:wendywicks@artfeltpetportraits.co.uk?subject=Returns Enquiry. Please ensure that the message subject field contains Returns Enquiry to ensure a prompt response.

To start a return, you can contact us at wendywicks@artfeltpetportraits.co.uk or via our Contact page on our website, entering Returns Request into the subject field of the message. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a Returns Request will not be accepted.

2. Damages and related issues
(Please also see section 7 – Damages in Transit, of our Shipping Policy)
For general items purchased on the ArtFelt Pet Portraits online store - (excluding Commissioned Portraits, see below) please check your order on delivery and contact us immediately if the item is damaged or if you have received the wrong item, so that we can evaluate the issue and make it right for you, as quickly as possible. 
For Commissioned Portraits - If the portrait is received damaged (the portrait only and not the frame), you can return the portrait at your cost and once received we will make every effort to repair it and if it is beyond repair, produce another portrait at no extra cost. Unfortunately, we will not be able to guarantee the lead time because it will depend on the commission waiting list at the time. However, you can be assured that all efforts will be made to return a replacement portrait back to you as soon as possible.

3. Damage incurred after delivery
You will receive care instructions with your portrait. Your portrait will be in a box frame or flexi-loop and will be sprayed with a special textile fibre protector and supplied with a lavender sachet to protect the wool from insects. With regards to Commissioned Portraits, we cannot be held responsible for any damage from excessive handling of the portrait or damage to the wool, for example, by insects, children or pets. If damage does occur and you would like us to attempt a repair, it would be your responsibility to cover all of the shipping and repair costs. We will initially advise a cost for the repair and will then seek confirmation by return of Repair Quote and a 50% upfront payment before the repair can begin. The remainder of the payment will be due on completion of repairs. We will advise you if the portrait is beyond reasonable repair and we can return it back to you at your cost or dispose of it accordingly.

4. Exceptions and non-returnable items
Unfortunately, we cannot accept returns of Commissioned Portraits as they are unique made to order items. We also cannot accept Gift Card returns.

5. Exchanges
Unfortunately, due to the nature of the hand made and hand-crafted items for sale in the ArtFelt Pet Portraits online Store, exchanges may not always be possible. We will always offer you an alternative item (of similar material, description and value) or advise a subsequent delay of an exchanged like for like item being despatched as the new item will have to be reproduced by hand. We will advise the approximate despatch date before any reproduced exchange is agreed. If you choose not to exchange, we can offer a refund. Please see section 6 below for information on refunds.

6. Refunds
We will notify you once we’ve received and inspected your return, and let you know if a refund is 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. Please see our payment processors refund links below.


https://help.sumup.com/en-GB/articles/3IXN9yTldqaeEMcM0nUTDp-refund-transactions


https://www.paypal.com/uk/smarthelp/article/how-do-i-request-a-refund-faq406

Have more questions? Please Contact us or check out our FAQs.
 

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