FAQS

 

 Frequently asked questions 

 

Orders 

Can I cancel my order?

Under the consumer protection you have the right to cancel your order. If you wish to cancel an order, you must first inform us by sending an email to Tomfitchettillustration@hotmail.com . Once this has been noted, you will then receive an email confirming your cancellation.

 

Can I amend my order after it has been placed?

We try our hardest to process and dispatch your order as quickly as possible. However, if you decide you want to amend your order, please email us at Tomfitchettillustration@hotmail.com We will then try our best to accommodate your request. Please note: if you wish to amend your order this must be within 48hours of purchase. In any circumstances that your order has been shipped before 48 hours of purchase, we will not be able to accommodate your request.

 

Where is my order confirmation?

Once your order has been placed, you should receive an email confirmation to your email address that you provided when placing your order.

 

Can I track the status of my order?

Once you place an order, we will then email you to inform you when your order has been dispatched, with an expected delivery date.

 

Product Questions

What kind of paper do you use for your prints?

We take a lot of pride in providing you with the best quality artwork. To ensure a high quality finish on our artwork prints, we print on 280gsm Soft White 25% Cotton Archival Fine Art Paper using archival premium quality Canon Lucia Pigmented Ink.

 

 What is a print?

An art print is a printed reproduction of an original work of art.

All prints are created using high resolution imagery. 

 

What is the difference between a print and an original piece of art.

An art print is a printed reproduction of an original work of art.

An original piece of artwork has been hand painted, using a variety of different mediums. 

 

DELIVERY

Pricing

Please note that delivery is calculated according to weight. 

 

Product weight guideline:

Prints: 0-2kg

Framed Art: 2kg-4kg

Original Canvas/Wood panned Art: 5kg+

 

United Kingdom:

We aim to deliver within 10-12 days.  

Europe:

We aim to deliver within 12-14 days.  

USA:

We aim to deliver within 14+  

World Wide: 

We aim to deliver within 14+  

Customs Import Duty & Taxes

For all international orders please be aware that we are not liable for customs clearance fees in your country, nor are we responsible for holding times of packages by customs.

Our prices on our online store, do not include relevant overseas duties & other custom charges you may incur when purchasing and importing to your country.

These costs are determined by your local customs office and are outside of our control. Please familiarise yourself with your country’s custom charges prior to placing the order.

 

Tom Fitch Art is not responsible if customers are not notified by their country’s postal authority that items are awaiting payment of customs duties & tax. Please keep an eye out for your shipment when tracking number is provided to avoid delays.

 

If you choose to reject/refuse delivery due to customs fees there will be a $25 return fee deducted from your refund to cover return shipping due to your refusal. This is non-negotiable.

 

CANCELLING YOUR ORDER

Under the consumer protection you have the right to cancel your order. If you wish to cancel your order you must inform us by sending an email to Tomfitchettillustration@hotmail.com .

Please note that this must be within 48 hours of your purchase. Once this has been noted, you will then receive an email confirming your cancellation. You will then be refunded the full amount including shipping charges.

In any circumstances that your order has been shipped before 48 hours notice, we will not be able to cancel your order and you will incur all costs.

 

Packaging 

 

How will my artwork be packaged ?

All orders are to be boxed and packaged, before shipment.

 

All prints are packaged in poster tubes which are then sealed.

Because of the delicate nature of artwork, all framed and original pieces of art are packaged in several layers of bubblewrap and padding before being shipped in a corrugated cardboard box.

 

If you have anymore enquires regarding delivery please email us at: 

Tomfitchettillustration@hotmail.com

  

Refunds

Unfortunately, we are unable to process any refunds unless the item is defected or damaged. In this case please email: Tomfitchettillustration@hotmail.com within 14 days or purchase.

 

Complaints

How do I know if an item is defective / wrong?

If you have any queries or problems regarding your product you should email us at Tomfitchettillustration@hotmail.com and inform us about the problem. 

We may request to see images of any faults you may have.