We have a 14 day returns policy on all products. Any product returned should be returned in the original packaging and should be received by us in the same condition as it was sent.2. What are the shipping options?
UK: under £30 — Royal Mail 2nd Class Delivery
over £30 — Royal Mail Tracked 48 Delivery
Europe and the Rest of the World: Royal Mail International Tracked and Signed Delivery
If you would prefer a different service, please email firstname.lastname@example.org to arrange alternative arrangements.3. What are the international taxes, duties, etc. that I have to pay?
As far as we know, our postage covers all taxes and duties and as such, you should not be left with any additional fees. If you receive a bill for any import taxes that was due to an oversight on our behalf, please email email@example.com and we will look into reimbursing you for these costs.4. When will I receive my order?
Orders are dispatched every Friday. Please place an order by Thursday if you want it shipped the same week.
UK orders are usually received within 1-3 days of dispatch; European orders and the Rest of the World usually arrive between 7-21 days from dispatch. We cannot guarantee postage dates and once shipped, it is in the hands of the carrier. If you have not received your item by the estimated times given above, please contact us at firstname.lastname@example.org or try and track your parcel using the tracking number provided.
Note: Due to the current situation with the COVID-19 pandemic processing and shipping times can be longer.5. What do I do if I never received my order?
All our parcels are sent Tracked and Signed. If in the instance you do not receive your parcel, we would first ask you track your parcel using the tracking details provided; if your parcel shows as delivered but you still haven't received it, we would ask you to contact your local postal depot an make enquiries with them.
If after all that you still do not receive you parcel, please email email@example.com and we will either locate the package or repost a replacement.6. What do I do if I received a defective order?
If you have received a defective or damaged item, please take photographs of the damage and send them to firstname.lastname@example.org. We will look into making a claim with the postal service and will repost a replacement for you.7. How do I make changes to an order I’ve already placed?
If you need to make any changes to an order (e.g. address or names) please email email@example.com before the next consecutive Friday of the date you placed your order. If you would like to add an item to your order, please re-visit the website, place a new order and email the above address explaining that you have 2 (or more) separate orders and would like them shipped together.8. What is your return address?
Our return address is: Shatwell Studios, Shatwell Lane, Yarlington, Somerset, United Kingdom, BA9 8DL9. How do I contact Drawing Matter Shop if my question isn’t answered here?
If you have any further questions that are not covered here, please email firstname.lastname@example.org, and we will aim to respond to your query as quickly as possible.