Customer Help and Support

Introduction

I value every order that I receive for my paintings and prints and give each and every one my full and personal attention. Customers have my assurance that they will receive a friendly and efficient service and will enjoy a first class product. I offer a 14-day no-quibble guarantee if your purchase is not of the standard advertised on this website or if any damage has been sustained during delivery. Full details of the services offered and the means by which they are fulfilled are explained in detail below.

Ways to Order

The best way to order one of my paintings or prints is to use the secure on-line shopping system. Customers can also telephone if they have an enquiry about an order or prefer to speak with me directly and place an order this way.

If you require an order for a special occasion, or if your need is urgent, then I recommend that you telephone and discuss your requirements with me. Please note that all orders are accepted on the understanding that when you place your order you have read and agree to the Terms and Conditions of Business.

Confirmation of Order

When you place an order using the on-line shopping system on the website you will be provided with an order acknowledgement, a receipt and an order number on the final screen of the checkout system. A confirmation acknowledgement e-mail is also sent to the address that you supplied during the checkout process. If you do not receive notification from me, before making contact with me please check that you have supplied a correct e-mail address and that any communication from me has not been ‘spam filtered’.

Payment

Payment must be in UK Pounds Sterling. Goods ordered by credit or debit card are charged through the PayPal Secure Payments Gateway and settled by Pay Pal or the credit card issuing bank from your account in UK Pounds Sterling.

Customers may, if they prefer, telephone an order and supply credit/debit card information. Whilst all information is treated with the strictest confidentiality, this method of ordering can never be as secure as ordering on-line through the website.

Customers paying on-line do so through secure systems powered by PayPal Secure Payments Gateway with additional ‘Secured by Visa’ or ‘Mastercard Secure’ identity verification. Your shipping details and credit card information provided in payment for orders placed using the on-line automated system is encrypted before it is passed to the clearing bank for authorisation. All sensitive information remains strictly private and unseen by me or any third parties.

Shipping

I ship my unframed paintings and prints from my studio in the Highlands by Royal Mail, Small or Medium Package, First Class Post. My framed paintings and prints are shipped by Parcelforce Worldwide Express 24 or 48 courier service. Shipping is charged per order.

A Summary of my shipping charges is provided on a separate page, see SHIPPING CHARGES.

Production, Preparation and Shipping Times

Your business is important to me, so each and every customer is afforded my personal attention and each mount and frame is manufactured specifically to meet your requirements. Please allow at least 7 working days from the time you place an order for your items to be assembled, prepared and shipped. I currently have a small stock of mouldings and hopefuly can meet this schedule. My new  range of mouldings are individuallly ordered from the manufacturer to meet your order and have at least a 10 working day delivery time. If you need a painting very quickly or for a special occasion, then I recommend that you telephone and discuss your requirements with me.

The Fine Art giclee prints are produced locally and are usually shipped in 3 to 5 working days.

The schedules I have given are average times and may vary over holidays and busy periods such as Bank Holidays, Christmas and New Year. I will keep you informed if there is likely to be any delay that will extend beyond my normal delivery schedule.

Framed paintings are vulnerable to damage in transit, so I take extra care to ensure that they are well packed and capable of surviving their journey to you intact.

I always notify customers by e-mail of the despatch of an order giving the service used and an on-line tracking number. Having received your e-mail, you should then receive your item within the schedule given. If you do not receive your order within this timescale, PLEASE CONTACT ME immediately so that I can trace the whereabouts of the package. Please remember .. the longer you leave making contact, the harder it is to resolve any problem!

Guarantee

All of my products come with a 14 day no-quibble money-back guarantee. Prints are manufactured individually for each customer and they are inspected before shipment to ensure that they are in perfect condition. If you are not satisfied with the merchantable quality of a product, or if it arrives in a damaged condition, then I will replace them or provide a full credit including postal charges upon safe receipt of the returned goods. Any damages must be advised within 5 working days of receipt of your order.

Please note that this guarantee relates to the merchantable quality of the products which are supplied in accordance with the Customer Protection (Distance Selling) Regulations 2000 as amended by the Consumer Contracts Regulations (2014). Customers should also be aware of the separate cancellation and returns policy which is included in the Terms of Business

Terms and Conditions of Business

CLICK HERE to see my full Terms and Conditions of Business

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