Delivery and Returns
Free UK shipping on all original hand embroidered artworks and prints.
All artworks are sent tracked and signed.
All prints are sent tracked by DHL Courier.
Samples are sent Royal Mail 1st class, please note that this service is not tracked.
All other items are sent using Royal Mail Tracked, Parcelforce, DPD and DHL tracked.
DUTIES & TAXES
International orders may incur customs duty/or tax in shipping to the destination country which are not included in the shipping costs. All duty and tax charges are payable by the recipient, and are not the responsibility of Susannah Weiland Collections. Susannah Weiland Collections will make every attempt to minimise customs charges in accordance with international shipping regulations.
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.
Wallpaper & Fabric
Wallpaper and fabric is non returnable, it is advised to order a sample before purchasing.
Cushions, Plates, Placemats & Coasters
Items cancelled before shipping will receive a full refund.
For items damaged on arrival, please email email@example.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 email 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: firstname.lastname@example.org 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, sale and items bought with a discount code cannot be refunded.
To complete your return, a 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 Susannah Weiland Collections studio a replacement or repairs will be provided.
Please photograph damaged items and packaging and email them to email@example.com Notification must be made within 2 days of receipt of items. Please keep the packaging.