THE PRACTICAL BITS

We aim to dispatch in-stock physical orders within 1–3 working days. Orders are processed Monday to Friday, excluding UK bank holidays.

You’ll receive a dispatch confirmation when your order is on its way. Tracking details will be included where the selected service provides them.

Available Royal Mail services and prices are shown at checkout before you pay.

• Standard delivery: Royal Mail Tracked 48, which aims to deliver within 2–3 working days after dispatch.
• Faster delivery: Royal Mail Tracked 24, which aims to deliver the next working day after dispatch but is not guaranteed.

If a guaranteed next-working-day option is offered at checkout, it will be sent using Royal Mail Special Delivery Guaranteed. Delivery estimates begin once the order has been dispatched, not when it is placed.

Original artworks are carefully wrapped and packed to protect them in transit. An artwork that needs framing or additional preparation may take longer to dispatch; any different lead time will be shown on its product page or confirmed with you.

Commissioned artwork is created especially for you, so it is not ready for immediate dispatch. Hollie will agree an estimated creation and completion time with you before work begins. Once finished and approved, your piece will be carefully packaged and sent using the agreed delivery service.

If the expected timeframe changes, we’ll contact you as soon as possible.

International delivery is not currently available through the website. If you are outside the UK and interested in an artwork, email us before ordering and we’ll let you know whether delivery can be arranged.

Please check your delivery details carefully at checkout. If you notice an error, contact us immediately. We cannot guarantee that an address can be changed once an order has been dispatched, and you may be responsible for any reasonable additional delivery cost caused by incorrect or incomplete information.

We offer a 30-day return window for eligible physical items. Please email hello@thearthood.co.uk within 30 days of receiving your order before sending anything back.

To qualify under our goodwill returns policy, the item must be unused, in the condition in which it was received and returned safely in its original packaging where possible. Proof of purchase is required.

This goodwill policy is in addition to, and does not affect, your statutory rights.

For most eligible goods bought online, UK consumers may cancel within 14 days of receiving the order, then have a further 14 days to return it. You do not need to give a reason.

To cancel, email us with your name, order number and a clear statement that you wish to cancel. The exclusions explained below still apply.

1. Email hello@thearthood.co.uk with your name, order number and reason for contacting us.
2. Wait for confirmation and packing instructions before posting the item.
3. Package the item securely and obtain proof of postage.

Return address:
[INSERT RETURN ADDRESS BEFORE PUBLISHING]

Items sent without first contacting us may take longer to identify and process.

For a change-of-mind return, you are responsible for the direct cost of returning the item unless we agree otherwise. If an item is faulty, damaged, not as described or incorrect, we will cover reasonable return costs or provide another suitable solution.

We do not currently process direct exchanges. The quickest option is to return an eligible item and place a new order for the item you would prefer.

Artwork made to your specifications, personalised for you or adapted especially for you cannot normally be returned or cancelled simply because you have changed your mind.

This does not affect your rights if the piece is faulty, damaged, not as described or does not match the specifications agreed with you.

A ready-made original artwork purchased online is treated as an eligible physical item unless it has been made or adapted to your specifications. It can therefore be returned in line with the cancellation and returns terms above, provided it is returned safely and in its original condition.

Digital files are supplied electronically and no physical item will be posted. Where you expressly agree to receive a download immediately and acknowledge that your cancellation right will end, that right ends once the download begins.

If a digital file is faulty, inaccessible or not as described, please contact us so we can put it right. Your statutory rights are not affected.

Workshop places are services held on specific dates and are covered by our separate Workshop Booking Policy. Please read that policy before booking for information about cancellations, transfers and what happens if The Art H.O.O.D needs to change or cancel a session.

Please inspect your order when it arrives and contact us as soon as possible if it is damaged, faulty or incorrect. Email hello@thearthood.co.uk with your order number, a description of the issue, and clear photographs of the item and packaging where relevant.

We’ll assess the problem and arrange an appropriate repair, replacement or refund.

Delivery estimates are not guarantees unless a guaranteed service is clearly stated. If tracking has not updated or your parcel is overdue, email us with your order number. We’ll check the delivery status and raise an enquiry with Royal Mail where needed.

We’ll let you know when your return has been received and inspected. Approved refunds will be sent to your original payment method.

Where your statutory cancellation right applies, we will issue the refund within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier. Your bank or card provider may then need additional time to show the payment in your account.

For a statutory cancellation, we will also refund the least expensive standard outbound delivery option offered. Any extra amount paid for an upgraded delivery service is not refundable unless the order was faulty or we agree otherwise.