Shipping policy

**PEAK CHRISTMAS SHIPPING TIMES **

I need a sit down and a mince pie after a very busy lead up to Christmas, I'll be taking a break from 16 December to the New Year! Any orders made during this time will be fulfilled after after Christmas.

Final international and ROI Christmas Delivery order date is Wednesday 11 December 2020.

Final UK Delivery order date is Monday 16 December

Many of the items are hand crafted or printed to order so please allow us the time to make them, we do however aim to send your order within 2-3 working days unless it is a personalised custom order in which case it may be up to 1-2 weeks (although dispatch times may be a little longer at peak Christmas & Sale times).

ESTIMATED STANDARD SHIPPING TIMES (excluding peak Christmas times)

Within the UK approx. 2-4 working days
Outside the UK approx. 7-14 working days

If you require items by a certain date please email us immediately after placing your online order with a date you need it by and we will make every effort to get it to you. Please remember to NOT include weekends or holidays in calculating the estimated transit time for your shipment.

All items will be sent carefully packaged in protective packaging to try and ensure that your purchase reaches you in undamaged. Customer satisfaction is very important to us, so if for any reason your purchase does not reach you in perfect condition then please get in touch with us immediately.

SHIPPING COSTS

We offer set shipping rates based on your order total:

Within the UK

Up to £14.99 = £1.50 (Sent via Royal Mail 1st Class)
£15 - £50 = £4.50 (Sent via Royal Mail 1st Class Signed For Mail)
Over £50 = Free! (Sent via Royal Mail 1st Class Recorded Mail)

Republic of Ireland

Up to £5 = £3.00 (Sent via Royal Mail Standard Airmail)
Over £5 = £7.00 (Sent via Royal Mail International Tracked)

Outside the UK and ROI

Up to £5 = £3.50 (Sent via Royal Mail Standard Airmail)
Over £5 = £12.00 (Sent via Royal Mail International Tracked)

DAMAGED SHIPMENTS

If any item arrives damaged please contact us with 7 days and we will process a claim and/or replacement. The Royal Mail usually requires an inspection in the event of damages so please hold onto all packing materials and the item until further notice. You may be contacted by a member of the Royal Mail as part of their insurance process. Please wait for our instructions before returning the item to us. Susanna Banks Art MUST be informed within 7 days of delivery of all damaged goods, or we cannot process a claim. Please inspect all deliveries thoroughly upon arrival.

LOST SHIPMENTS

If your item does not arrive within 21 business days of your dispatch notice and you have not received correspondence from us informing you of a delay in delivery please contact us.

INSURANCE

Please note that any item sent via Royal Mail Recorded Delivery is not insured and so we cannot be held responsible for any damages or loss in transport for goods above the value of £34 without Royal Mail Special Delivery.

If you would like to add insurance to your order for your extra peace of mind, please let us know and this will be charged accordingly.

RETURNS & EXCHANGES

Unused and unopened orders may be returned within 14 days of receipt for a refund. Please let us know if there is a problem with your order to discuss a return. Once we receive the returned item(s) the charges will be credited to you (though shipping costs are non-refundable). Used, opened, and/or final sale items cannot be returned. This does not apply for personalised orders.

PLEASE NOTE: Personalised prints are also non-refundable after order confirmation. Upon final approval of your personalised print we cannot accept returns due to any and all errors (such as misspelled words etc.). By approving your final proof you accept responsibility for the information and layout as shown. If errors are discovered after proof approval, we are required to charge for a reprint.

THE RETURN PROCESS

1. MAKE SURE YOUR ORDER QUALIFIES

Orders may be returned so long as:

The order is unused and unopened
The order is returned within 14 days of receipt
The order was not purchased on final sale
It was not a custom order shipped after approval of the proof was finalised

2. RETURN YOUR ORDER & PACKING SLIP

Send your order, along with its original packing slip, to Susanna Banks Art

Please keep the tracking number and any other relevant shipping information in the unlikely event we do not receive your return shipment.

3. AWAIT CREDIT

Once a qualified refund is received we will process your refund as soon as possible. The charges placed on your card will be credited to you, though shipping costs are non-refundable.Please note that refunds may take up to 10 business days to show on your account due to varying processing times between payment providers. If for any reason you do not receive the credited amount within that time frame, please feel free to contact us.

INTERNATIONAL SHIPPING

For international orders we currently offer Royal Mail Signed & Tracked or Signed For (where both options are not available). Tracking is only available to UK borders only and Susanna Banks Art cannot be held responsible for goods from this point onwards. If you require delivery with full tracking, please get in contact and we will provide you with a quote to send your order via courier. Likewise we strongly recommend sending your order via courier if you need your package to arrive in a time sensitive manner. Please note, however, even with these shipping methods, transit times may vary due to customs delays. Royal Mail Signed & Tracked or Signed For, while an affordable method, may vary in transit time and reliability depending on your own country's postal system. Please note: Shipments to countries outside of the UK may be subject to import duties and tax. Susanna Banks Art is not responsible for any extra fees incurred on international shipments as these are the responsibility of the purchaser.

PERSONALISED ORDER SHIPPING

Personalised orders typically take about 1 week(sometimes 2 at busy times) to process and ship. If your order is time sensitive please contact us before placing your order. If you order additional store products they will be shipped at the same time as the personalised goods. Please see the product descriptions for more information.