Ordering, payment & returns
Every request is reviewed by the studio before payment. This lets us confirm the piece, the journey it will make and, where relevant, the time it will spend at the frame.
A reservation, not yet an accepted order
Submitting an order request does not commit you to payment and does not mean that the studio has accepted the order. We first check availability, the displayed price, the delivery address, shipping cost and the making or dispatch schedule.
One clear summary, sent by email
We aim to send a final order summary with availability, price, delivery cost, estimated timing and any import-duty information known to us. Please review it before using the payment instructions in that email.
Nothing begins before cleared payment
Payment details are shared only after you accept the final summary. The order becomes confirmed, and making or dispatch begins, only after cleared payment is received.
Time follows the piece
For a finished piece, the dispatch estimate is confirmed before payment. For made-to-order and commissioned work, we confirm the making window individually; work starts only after the agreed payment has cleared.
Once dispatched, we send the carrier, tracking number and the latest delivery estimate. Customs processing and remote-area delivery can add time outside the studio's control.
Quoted for its destination
Delivery cost is calculated after we review the destination, dimensions, value and insurance needs. Before payment, our email will state what you pay to us and whether import VAT, customs duty or local handling charges may instead be collected on arrival.
Please do not transfer funds until you receive this written confirmation. If the final delivery terms do not suit you, you may decline the request.
For finished pieces
For eligible ready-made pieces, tell us within 14 calendar days of delivery if you wish to cancel. After notifying us, return the piece within the following 14 days, unused and with its original protective packaging.
Unless the piece is faulty, damaged or not as described, return shipping and adequate insurance are your responsibility. Contact us before sending anything so we can provide the correct return address and packing guidance.
After the piece returns
We inspect returned work carefully. An approved refund is made to the original payment method within 14 days after we receive the piece, or after you provide acceptable evidence of return if earlier. We may reduce the refund if handling beyond what is reasonably necessary has diminished the piece's value.
If an order arrives damaged, faulty or different from its description, contact us promptly with photographs of the piece and packaging. We will arrange the appropriate remedy and cover reasonable return costs where required.
Commissions & personalisation
The change-of-mind return right does not normally apply to work made to your specifications or clearly personalised. Before payment, we will identify any item treated as bespoke and ask you to approve its subject, dimensions, price and making schedule in writing.
This does not affect your rights if bespoke work is faulty or not as agreed.