Shipping Information
At The Art Supply Shop, we strive to deliver your creative materials promptly and safely to your doorstep. Below you’ll find detailed information about our shipping options and timeframes.
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
Shipping Methods & Timeframes
| Shipping Method | Delivery Time | Cost | Carrier |
|---|---|---|---|
| Standard Shipping | 10-15 business days after dispatch | £12.95 | DHL or FedEx |
| Free Shipping | 15-25 business days after dispatch | Free on orders over £50 | EMS |
Please note: We ship worldwide but cannot deliver to some Asian countries and remote locations. Delivery times may vary during holiday seasons or due to unforeseen circumstances beyond our control.
Returns & Exchanges Policy
We understand that sometimes a product may not meet your artistic needs. Our Returns & Exchanges policy is designed to be as flexible and supportive as your creative process, ensuring a hassle-free experience if you’re not completely satisfied with your purchase.
Returns & Exchanges Timeframe
We gladly accept returns and exchanges for most items within 15 days of you receiving your order.
Condition of Items
To be eligible for a return or exchange, items must be:
- In their original, unused, and unopened condition
- In the original packaging, which must be undamaged
- Accompanied by the original packing slip or order confirmation
Non-Returnable Items
For safety and product integrity reasons, we cannot accept returns or exchanges on the following items:
- Adhesives & Glues (Due to potential tampering and sealing issues)
- Acrylic painting mediums and additives & Acrylic varnishes (Once sealed, product integrity cannot be guaranteed)
- Airbrush & Spray Paints (Considered hazardous materials for return shipping)
- Artists’ pigments and binders (Highly specific, custom-mixed, or potential contamination risk)
- Any product where the safety seal is broken or the original packaging is damaged
How to Initiate a Return or Exchange
To start the process, please follow these steps:
- Contact Us: Within 15 days of receipt, email our customer care team at [email protected]. Please use the subject line “Return/Exchange Request” and include your order number.
- Provide Details: In your email, let us know the reason for the return or exchange and whether you would like a refund, store credit, or to exchange for a different item.
- Wait for Instructions: Our team will respond within 2 business days with a Returns Authorisation number and instructions on where to send the package. Please do not send anything back without this number.
- Ship the Item: Carefully package the item(s) and ship them to the address we provide. We recommend using a tracked shipping service for your peace of mind.
Please note: Original shipping costs are non-refundable, and you are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong item shipped).
Refund Processing
Once we receive and inspect your returned item, we will send you an email to notify you of its status.
- Approved Refunds: If your return is approved, your refund will be processed to the original payment method.
- For credit/debit card payments (Visa, MasterCard, JCB), please allow 5-10 business days for the refund to appear on your statement after processing.
- For PayPal payments, the refund is typically processed within 24-48 hours.
- Exchanges: For exchanges, we will process the shipment of your new item as soon as the return is approved. Standard or free shipping will apply based on the value of the new order.
Need Further Assistance?
Your creativity is our priority. If you have any questions about our shipping or returns process, please don’t hesitate to reach out to our friendly team at [email protected].
We’re here to help you get back to what you love most—creating. Thank you for trusting The Art Supply Shop with your artistic journey.