Delivery and Turnaround: Your questions answered:
1. What is your delivery turnaround time?
Generally speaking, although it’s always sad to have an old friend leave home, we’re quickly on to lovingly wrapping, packing and posting within 3 days of receiving your completed order or approval of your commissioned piece. Oh, and that includes confirmation from Paypal that they have received your payment.
In the UK that means you would normally wait no more than 7 days for your new house guest to arrive when ordering from our website.
Outside the UK we’re dependent on Airmail and your local services. You’ll have a better idea how quick they are, but it could take a few days more. Generally 10-12 days in Europe and up to 20 days for some international destinations.
2. Can’t wait?
If there’s a chance of delay at our end we’ll get right back to you and let you know so that if you can’t wait you can cancel the order with a full refund.
If you need a speedier response we can arrange special delivery on request. Let us know on the order form and we’ll let you know the extra delivery cost. This will need to be paid by Paypal before we despatch the item(s).
3. How do you package goods?
Items that can be rolled (I.e. no frame or mount) will be posted in a tube – when they arrive they will quickly relax ready for framing once they are laid flat for a while. If they seem really uptight a little weight can also help.
Items that cannot be rolled will be warmly snuggled in suitable packaging to prevent any damage in transit.
(If you’ve ordered more than one item we will try to package these together where practical).
4. Who delivers?
In the UK we use Royal Mail recorded delivery or Parcel Force depending on the size and weight of the package (we will always go for the better value option), so will require a signature on delivery.
Outside the UK we use Royal Mail or Parcel Force International signed for services. All items are tracked to the point they leave the UK and in some overseas destinations and take a signature on delivery.
Our parcels are insured and signed for on delivery, so you and we can have some peace of mind if there are any hiccups on the journey…and where available we’ll provide you with a tracking number so you can follow its journey once it’s left us.
5. How much does that cost?
Our Shipping Rates page provides details of our delivery charges by item type (shipping class) and geographical location zone (you can check which shipping zone applies to you too).
6. What if there is a problem when it arrives?
Firstly, let us know as soon as possible using our contact form. You’ll get an automated message first, to confirm your message landed, but the humans here will take things on from there.
If a problem has occurred on the journey we will need the goods back please (they insist on this if we need to claim compensation from Royal Mail or Parcel Force).
We will refund any postage costs you pay for this and can either refund you or provide a suitable replacement for the item ordered.
RETURN ADDRESS (this will have been included in the parcel):
KLArt (Karen Loughridge Fine Art)
17 Shire Oak Drive | Elsecar | Barnsley | S74 8HU
7. What if it doesn’t arrive or it’s late?
As for point 6 above, let us know as soon as possible using our contact form.
Obviously you can’t send anything back if it didn’t arrive, but generally we will have to wait until 15 working days have elapsed (that’s 3 weeks to most of us), before we can make a compensation claim against the delivery company for either loss or delay.
We always abide by our legal obligations (see our Help page for details of our Terms and Conditions) but because we like happy customers our we will often exceed these requirements. Please don’t hesitate to contact us with any special requirements.