Shipping + Returns
► STANDARD SHIPPING:
USA: USPS Priority Shipping direct from the United States.
UK: Economy Shipping provided as standard. Upgrades available.
EU: International Standard Delivery* is now provided as standard.
INTERNATIONAL: International Standard Delivery* is now provided as standard..
► CHRISTMAS SHIPPING DEADLINES: 15th DECEMBER
All orders placed after this date will be processed after the 3rd of January in the New Year
► SHIPPING TIMES:
These are estimated times (in business days) based on our experience using UPS/USPS & Royal Mail. Actual delivery times may vary depending of reliability of local Postal Service, Customs Clearance (for International Orders) as well as Seasonal Variances (like Christmas).
Average times are business days based on customer feedback.
USA: 3-4 days (Average* is 4) depending on print size/US Customs.
UK PRINTS: 2-3 days (Average* is 3 days)
UK CANVAS WRAPS: 3-5 days (Average* is 4 days)
EU: 7-15 days (Average** is 7-10 days) depending on print size/customs.
WORLD: 7-15 days. (Average* is 10-15 days**) depending on print size/customs.
CANADA/AUSTRALIA: 15-25 days due to Customs processes.
**PLEASE ALLOW AT LEAST 3 WEEKS FOR INTERNATIONAL ORDERS (WE ARE NOT RESPONSIBLE FOR CUSTOMS PROCEDURES). THE ACTUAL TIME MAY BE LONGER.
**BY PLACING AN ORDER WITH US YOU AGREE THAT YOU UNDERSTAND AND ACCEPT THAT WE ARE NOT RESPONSIBLE FOR DELAYS CAUSED BY SHIPPING COMPANIES OR CUSTOMS.
► PRINTS & POSTERS:
All prints are shipped from England (except for Extra Large US Size Prints).
International buyers are responsible for any customs fees and taxes.
5x7, 8x10 Prints are packaged in Hard Back Envelopes to protect them from damage during shipping.
A4, A5 Prints are packaged in Hard Back Envelopes to protect them from damage during shipping.
11x14, A3, 16x12 Prints are packaged in Hard Postal Tubes and rolled up carefully to protect them from damage during shipping.
Extra Large Format Prints are packaged in protective parcel boxes or tubes and carefully covered to prevent damage during shipping.
► SHIPPING GUIDELINES:
The print is typically ready to ship in 1-3 business days.
Customized prints are typically ready to ship in 3-5 business days.
Once your item is shipped, you will receive a notification.
► SHIPPING ADDRESS:
It is your responsibility to ensure the address you provide us is correct.
We will not be liable for items returned to us or lost if the address you provide is not correct
If your order arrived in your country but, your address is wrong or the package is unclaimed, the post office service will send it back to us. When we receive it, we will contact you.
If possible we will resend your order but you must pay any additional postal fees.
As a rule we prefer delivery to residential addresses rather than a business address (a high number of items to business addresses get lost or misplaced)
►STANDARD SIZES OFFERED:
5x7 Inches - (13x18 cm)
8x10 Inches - (20x25 cm)
11x14 Inches - (28x35 cm)
12x16 Inches - (30x40 cm)
A5 Print - 5.8" x 8.3" (210mm x 148mm)
A4 Print - 8.3" x 11.7" (297mm x 210mm)
A3 Print - 11.7" x 16.5" (420mm x 297mm)
► GUIDE TO CUSTOMS FOR BUYERS:
Whilst we take the effort to ensure all parcels pass through customs without issue, individual countries have different criteria. Buyers may therefore experience a delay in receiving items if there is a delay at Customs.
Please review the return policy before starting a return.
► HOW DO I START A RETURN:
Returns can be started here: http://returns.velvetprints.com/
If your order is damaged or something is wrong then please take a picture and send it to me immediately. I will arrange a replacement. If you do not contact me within 7 days days of receiving your order, I will assume you are happy and the transaction will be finalized.
► LOST PARCELS:
Shipments are considered lost 30 working days after the date they were due to be posted. If at that time you have still not received the item then we will send a replacement (for non tracked) or you may raise a claim for a refund (for tracked & signed items only), which ever is appropriate.
► DELIVERY FRAUD:
We take attempts at delivery fraud seriously. All our prints and Canvas Wraps have tracking numbers which we can trace (regardless of whether you purchase a tracked service or buy standard shipping). As such we retain the services of independent claims managers who are instructed by us to pursue every attempt at fraud through the smalls claim courts where you will be liable for the full cost of litigation.
If you are not satisfied with the print then please contact us to obtain a return authorization. You must send us a message within 7 days of delivery date with the reason for return. Returns without authorization will be rejected. Returns must be sent back to us within 28 days of the order date. Returns after this date will be rejected. All prints must be in original condition without creases or visible damage or a refund will not be issued. Once the item has been returned to us in the original condition then we will issue a refund (item price only, we won't be able to refund shipping). The customer is responsible for packaging and postal costs of returning the item. Please ensure it is adequately packaged as a damaged return will be rejected. Your statutory rights are not affected.
All our items are created individually for each seller. As such, they come under the category of 'personalised items' for distance selling purposes in the United Kingdom. We reserve the right to cover the cost of materials and time used to produce the artwork and shipping. As a consequence we do not refund shipping.
► CANVAS RETURNS:
All our Canvas Prints are produced at significant cost and any returns where you have simply changed your mind or failed to take delivery (and subsequently returned to us) will result in the cost of the production and shipping plus a 35% admin charge being deducted from the full amount paid before issuing a refund.
► UNCLAIMED RETURNS:
It is the buyers responsibility to ensure their delivery address is correct. The buyer is also responsible for ensuring they collect any items where the shipping company has left a notice of attempted delivery. We reserve the right to refuse or issue a discretionary refund for unclaimed items which are returned to us, as a consequence of the customer failing to claim the item or where the address was incorrect.
► CUSTOMIZED OR PERSONALIZED PRINT REFUNDS:
Any form of personalized prints (colors, text) and custom sizing prints are not returnable and not exchangeable. If you order a custom print and request a draft/proof then we require you to approve/reply to the draft in a timely manner - this is 48 hours from the time the draft is provided. We do not keep orders on hold longer than the ship by date. If you haven't replied to the draft within 48 hours then we reserve the right to ship the print on the assumption we are not going to receive a response. At this point: NO FURTHER REVISIONS will be provided.