Refund policy

Returns Policy

We want you to love your purchase, and we take great care in creating each item. If something isn’t quite right, please read the information below.

By placing an order with us, you confirm that you have read and agreed to this Returns Policy.

Returns

We accept returns on eligible items within 14 days of delivery.

To be eligible for a return, items must be:

  • Unused and in resaleable condition

  • Returned in their original packaging

As a small business, we kindly ask that items are returned in perfect condition. We reserve the right to refuse a refund if this is not the case.

Non-Returnable Items

As many of our products are made especially for each order, the following items are non-returnable:

  • Personalised or customised items

  • Frames with custom mount colours (anything other than standard white)

  • Tray Frames and Box Frames

These items are made to order to your specifications, meaning they are exempt from standard cancellation rights.

We always recommend double-checking your sizes and selections before placing your order to make sure you’re completely happy.

Return Costs

  • Original postage costs are non-refundable

  • Return postage is the customer’s responsibility

We recommend using a tracked service, as we cannot be responsible for items lost in transit.

Restocking Fee

As a small business, returns do have an impact on us. For this reason, a 10% restocking fee applies to all eligible returns to help cover handling and processing.

Refunds

Once your return has been received and checked, we will process your refund.

  • Refunds cover the product cost only (excluding original postage)

Please allow:

  • Up to 7 working days for us to process your return

  • A further 3–5 working days for the refund to appear in your account

Next Day Delivery Upgrade

We offer a Next Day Delivery upgrade for urgent orders—please read the following carefully:

Made to Order

All items are handmade to order. Orders are dispatched the next working day (Monday–Friday, excluding public holidays).

Delivery Timing

Next Day Delivery means delivery the day after dispatch, not the day the order is placed.

For example:

  • Order Monday → Dispatch Tuesday → Deliver Wednesday

  • Order Friday → Dispatch Monday → Deliver Tuesday

Courier Service

We use trusted couriers, and the vast majority of parcels arrive on time. However, once your order has been dispatched, delivery is handled by the courier and is outside of our control.

Delivery Upgrade Refunds

The Next Day Delivery upgrade is non-refundable once your order has been dispatched, including in the case of courier delays.

Missed Deliveries

If no one is available to receive your parcel, the courier may attempt redelivery or return it to us. Unfortunately, we’re unable to offer refunds for missed deliveries.

Damaged Items

We take great care when packaging your order, but if your item arrives damaged, please let us know within 2 days of delivery.

Email: enquiries@art-at-home.org.uk
(Please include your order number)

We’ll need clear photos of:

  • The damaged item

  • The internal packaging (e.g. bubble wrap)

  • The outer box

This timeframe is required for us to raise a claim with the courier.

Depending on the situation, we’ll either arrange a replacement or refund. We may ask you to return the item or dispose of it (with photographic evidence).

If the Perspex is scratched or damaged, we’ll happily send a replacement piece.

How to Return

To arrange a return, please email:
enquiries@art-at-home.org.uk
with your order number.

A Final Note

As a small business, every order means a lot to us, and we truly appreciate your support. We always aim to be fair and helpful, so if you have any questions, please don’t hesitate to get in touch.

We also do our best to display colours and images accurately, but please note that these may vary slightly depending on your screen.