DELIVERY & RETURNS POLICY

DELIVERY COSTS

Prints

Prints will arrive in a cardboard roll. A maximum of 5 prints can fit in one delivery roll, when ordering up to 5 prints you will only pay for delivery once. More than 5 will incur multiple delivery charge. For example, if ordering 1-5 prints there will only be one delivery charge. 5-10 prints will incur two delivery charges, 10-15 prints will incur three delivery charges etc.

All orders are printed on demand, we aim to have them dispatched within 5days if it is going to be longer, we will contact you.

Costs:

Free second-class delivery within the UK on all Unframed Prints.

Delivery within Europe will be £2 per roll (maximum 5 prints)

Delivery to the USA will be £10 per roll (maximum 5 prints)

Delivery to the rest of the world will be £8 per roll (maximum 5 prints)

Any customs costs or taxes are to be paid by the buyer.

Casts

Casts can be shipped worldwide. Each order is delt with on an individual basis. Delivery within the UK is free, for everywhere else we cover up to £100 then the buyer covers the rest. We are happy to get a quote from our shipping company before you commit to buying, please email Zoë info@zoewilsoncarving.com if you would like a quote stating the cast you are interested in and your delivery address. For international shipping all casts require a wooden create to me made which is included in the quote. Any and taxes or duties are to be paid by the buyer please see the Taxes and Duties section lower down.

We hold a limited stock of casts, we will advise an estimated delivery date when the order is placed. Will estimate dispatch within 2weeks if the item is not in stock. Once your order is on its way, you will be sent an email with details to track your parcel. Products will be sent tracked recorded delivery therefore it is important that you provide an address where someone is able to sign for your delivery.

Stone Carvings

Casts can be shipped worldwide. Each order is delt with on an individual basis. Delivery within the UK is free, for everywhere else we cover up to £100 then the buyer covers the rest. We are happy to get a quote from our shipping company before you commit to buying, please email info@zoewilsoncarving.com if you would like a quote stating the cast you are interested in and your delivery address. For international shipping all casts require a wooden create to be made which is included in the quote. Any and taxes or duties are to be paid by the buyer please see the Taxes and Duties section lower down.

Commissions

Commissions are welcomed, once the design has been agreed between the client and Zoë Wilson a 50% deposit will be required before the stone can be ordered. It can take up to 8 weeks for the delivery of stone from the quarry to Zoë’s studio and then carving can take up to 4weeks, giving a maximum time of 12 weeks from receipt of the deposit.

Stock Items

Stone Carvings have a lead time of 2weeks for delivery. This is to allow time for shipping crates to be made and delivered. Once your order is on its way, you will be sent an email with details to track your parcel. Products will be sent tracked recorded delivery therefore it is important that you provide an address where someone is able to sign for your delivery.

TAXES AND DUTIES

Europe Post-Brexit:  Due to changes in regulations, excluding unframed prints you may need to pay your countries’ duties when you receive delivery.  This will be collected by the courier. We are currently unable to calculate these charges in advance of delivery as they are charged by each country in Europe separately.  Please make sure you are aware of these charges. If these charges are not paid then the parcel will be returned back to us and the cost of shipping AND the return postage will be deducted from your payment.

USA & Canada duties can also occur, customers are responsible for paying any duty and tax as required by their country, and should, therefore, ensure they are aware of any applicable charges.

Zoë Wilson Carving is not responsible for import duties for International shipments.

Customers are not entitled to cancel an order on the basis of unforeseen duties or levies.

RETURNS POLICY

Limited Edition Prints

We absolutely guarantee your satisfaction and that your order will arrive in perfect condition and will match the specifications on our website. Defective and damaged prints will be immediately replaced. If you change your mind about your artwork, we will consider returns on a case-by-case basis, as artworks have to be made specifically for your order. This does not affect our statutory rights under Distance Selling Regulations.

Ready-Made Items

Items cancelled before shipping will receive a full refund.

For items damaged on arrival, please contact Zoë Wilson info@zoewilsoncarving.com to arrange return and replacement. Where items are damaged on arrival, the artist will bear the costs of shipping.

In the event you wish to return a product and receive a full refund, you must notify Zoë Wilson within 7 days of the delivery date and return the item undamaged within 28 days. In this case, you will be responsible for bearing the cost of the return.

Customers wishing to return items must notify in writing via email:

info@zoewilsoncarving.com to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Sale items – Only regular-priced items may be refunded, unfortunately, sales and items bought with a discount code cannot be refunded.

To complete your return, proof of purchase or receipt is required.

Returns Policy – Made to Order

Items that are personalised, bespoke or made-to-order to your specific requirements are non-refundable. If a fault is identified, we will endeavour to resolve the fault in-situ before agreeing a replacement or accepting a return.

When receiving the order, the customer is obliged to check the delivery condition in the presence of the courier. In the unlikely event of items arriving damaged from Zoë Wilson’s Carving studio a replacement or repairs will be provided.

Please photograph damaged items and packaging and email them to info@zoewilsoncarving.com notification must be made within 2 days of receipt of items. Please keep the packaging.