Delivery & Returns Policy
Methods of delivery
- Standard delivery 3-7 working days- (FREE for UK)
- International delivery- (Available on request and will be quoted case by case)
- Collection- (When available you're welcome to collect in person)
- Personal Delivery- (When available we can deliver the item to you in person. Please contact us for a quote).
You may need to sign for your delivery. Tracking may be available.
FOR SAFETY REASONS WE DO NOT SHIP GLASS. Framed Artwork is glazed in Perspex alternatives to avoid damage. International orders can only be shipped UNFRAMED. This may change in the future if facilities become available that are both safe for the artwork and affordable.
Clients are welcome to arrange their own couriers but become liable for the order or artwork once it leaves the studio.
Places of delivery
We endeavour to deliver to anywhere with a valid postal address that the Royal Mail or similar UK based postal services and couriers can reach.
If you unsure if we can deliver to your country listed please contact us and we will see what we can do to help.
It is the buyers responsibility to check and provide correct delivery and shipment details at the time of purchase.
We are not responsible for any lost or undelivered shipments due to incorrect or inaccessible delivery addresses.
Any orders returned to us due to incorrect address or failure to deliver may not be refunded.
Tracking & Your Delivery
Tracking details will be provided on your invoice and confirmation email if they are available. Tracking will normally be provided via Royal Mail or Collect+ who are our preferred couriers, but if we use someone else we will give you the details of those.
You may need to sign for your delivery. If you miss your delivery the courier should leave a card that advises you on what to do next. Failure to follow those instructions may result in the courier returning that order to Lianne Williams.
Domestic delivery may take up to a week to arrive.
International delivery can take up to 6 weeks to arrive. PLEASE BE PATIENT.
If a delivery appears to be late or missing please contact us after the above recommended time frames and we will chase up the courier. Please see the Returns policy for details on what happens if a delivery is lost, damaged or stolen during transit.
Standard Delivery in the UK is Free.
International delivery is based on the orders combined weight, size and delivery service type. We are happy to provide examples of quotes from a variety of couriers for you to choose from however all shipments must be sent with full insurance and need to be signed for. We make no profit from delivery costs!
International clients are welcome to organise their own couriers or collect work in person however we are not responsible for anything that happens to the item once it leaves our address. We will require proof of collection/postage for legal purposes. Please contact us to discuss further.
We ship domestic and international order with appropriate insurance, proof of postage & receipt confirmation. This is to protect your rights and ours.
Buyers are responsible for any additional charges they may have to pay during delivery, such as customs charges, late fees and tax.
Delivery charges are subject to change at any point and without warning.
Any problems with your delivery or order should be made known to us as soon as possible by contacting us at LianneWilliamsArt@outlook.com.
Caring for your Artwork
We highly recommend insuring all artwork to cover for loss, theft or damage.
We highly recommend having artwork framed and hung by a professional tradesman. SOME WORK MAY BE EXCEPTIONALLY HEAVY AND MAY CAUSE PHYSICAL HARM OR DAMAGE.
We are not liable for any damage incurred from hanging, displaying, transporting or handling artwork and orders, either to the item itself or the surrounding environment or people.
Artwork must be stored and displayed carefully and respectfully to its materials and size. We advise to avoid displaying artwork in direct sunlight or where moisture may be present.
Artwork may naturally deteriorate or change over time due to the materials used and this is NOT covered by our returns policy. Please contact us for further information on individual orders to ensure you preserve the life of your artwork.
If you feel you are eligible for a return/refund/replacement remember to:
- Contact us immediately
- Provide details and photos of the issue if you can
- Keep the packaging and item safe until we can advise you what to do
- Return the item without our knowledge
- Throw it, or the packaging away until we have advised otherwise.
- Leave it too long- we have time limits on how long you can leave a return/refund/replacement claim.
We cannot guarantee a refund, repair or replacement if you don't follow this policy.
Returns, Refunds and Replacements
Sale or Discounted Items
- Any items purchased through a sale or are discounted are excluded from returns or refunds.
Digital Orders or Downloads
- Digital orders or downloads are excluded from returns or refunds unless their terms state otherwise.
Damaged, Lost or Stolen Orders during shipment:
- If during shipping an item is lost, damaged during transit or stolen we will offer a refund or send a replacement once we have recovered costs from the insurance. Damaged items may need to be returned to us. We will cover those return delivery costs.
- If you receive an order which appears damaged before opening please let the delivery driver know and have it noted on the acceptance slip. Then contact us within 48 hrs to report the issue.
- If you open an order and find it has been damaged during delivery please retain the packaging and contact us within 48 hrs to report the damage.
- Failure to report damage within 48 hrs of signing for your order may mean we can not offer you a refund, repair or replacement.
Damaged, Lost or Stolen Orders after shipment:
Once an artwork or delivery is received and signed for, it becomes the responsibility of the customer. Unless there has been a problem during delivery which is reported within 48hrs Lianne Williams is not liable to offer refunds, repairs or replacements at any time after this point.
Lianne Williams may be available to attempt repairs or replacements if artwork becomes damaged or destroyed. Please contact us for further details and a quote.
Please see the section Caring for Your Artwork for further information on how to keep your artwork or order safe for the long term.
Incorrect or Faulty Items
On the rare occasion we send the wrong item please contact us within 5 working days and we can do the following:
If the item we've sent you is under the value of £10 you are welcome to keep it as a gesture of good will and we will send out the correct item as soon as possible.
If the item we've sent you is over the value of £10 we will send out the correct item as soon as possible with a pre-paid returns packet so you can return the incorrect items to us.
Faulty items (damage or poor manufacturing not a result of shipping) must be reported within 5 days of receipt so a refund can be honoured. Items found faulty AFTER that period of time will only be considered for a refund at the discretion of Lianne Williams.
No longer wanted/Ordered in error
Items ordered in error or no longer wanted may be returned as per the returns procedure within 5 days of receipt at the expense of the buyer.
Items must be returned in adequate packaging and fully insured.
Items being returned must be 100% complete, unused and in a resalable condition.
A full refund will only be issued once they have been returned and their condition inspected and deemed suitable for resale. Any damage/repair/restoration costs the item may have incurred during shipping will be deducted from your balance.
Refunds will be issued within 24hrs of receiving the returned order and after it's been checked.
Contact us to check if you are required to return an item or order. If you return an item without consulting us we are not liable to offer you a refund or replacement.
Repackage the item/s you wish to return as safely as possible. You will be liable for damage or further damage caused during shipment due to poor packaging. Use the packaging your order arrived in if you can.
Attach any labels or postage we may give you and ensure you book the right level and type of delivery. All return deliveries require shipping insurance (to cover the cost of the order in case it is lost, stolen or damaged during delivery) and a 'signed for' option. Fix all labels and postage as instructed. We strongly recommend you obtain a proof of postage. You are liable for the safe and complete return of the items or order. Failure to do so may mean you are not liable for a refund, replacement or repair.
We'll receive the returned item. All being well, we will examine the return goods and issue your refund the same day if applicable.
We'll advise when we can send you the repairs or replacement. If applicable.
Refunds will ONLY be issued when the item is returned to Lianne Williams.
You must return an item to us within one week of contacting us regarding your request to return an item. Late returns may delay refunds and after extended periods of delay refunds may not be issued at all. Please obtain proof of postage to document that you have returned an item to us.
Orders returned without prior agreement from Lianne Williams will not be refunded or returned.
Artwork and items being returned because they were sent incorrectly or are no longer wanted must be returned in a condition suitable for resale. If not, they will not be refunded.
- Returns are NOT accepted on commissions as they are a personalised service. Please see the commissions terms and conditions for further information.
Please contact LianneWilliamsArt@outlook.com to begin a return.