Return & Refund Policy Summary

You can return eligible items within 14 days of delivery. Original paintings may be returned if you change your mind, and prints or merchandise can be returned only if they arrive damaged or faulty. Customers are responsible for return shipping unless the item was damaged in transit. All items must be returned in their original condition and packaging.

If your order arrives damaged, incorrect, or defective, please contact us as soon as possible so we can put things right. Commissioned artworks and custom‑made items are final sale and cannot be returned.

For full details, please read the complete policy below.

EJH Fine Art Shipping and Returns Policy

Shipping

All orders are dispatched from the UK using tracked and fully insured services to ensure safe delivery of your artwork. Original paintings and high‑value prints require a signature on delivery. Tracking information is provided as soon as your order has shipped.

Please ensure your delivery address is correct at checkout. I am unable to redirect parcels once they have been dispatched.

Processing Times

Original paintings ship within 3–5 business days. Fine art prints are made to order and typically ship within 5–7 business days. During busy periods, processing times may vary slightly.

Delivery Times

Delivery estimates are provided at checkout and may vary depending on your location and local postal services. Delays caused by customs or postal carriers are outside my control, but I will always assist where possible.

Returns & Exchanges

If your artwork arrives damaged, please contact us within 48 hours with photographs of the packaging and item so we can arrange a replacement or refund. Due to the nature of fine art and made‑to‑order prints, we do not accept returns or exchanges for change of mind.

Cancellations after dispatch

Orders cannot be cancelled once they have been dispatched. If you need to make a change, please contact us as soon as possible and we will our best to help.

Lost or Missing Parcels

All shipments include tracking. If a parcel is marked as delivered but you have not received it, please contact your local postal service first, then notify me. I will assist with claims where possible.

Customs & Import Fees

International customers are responsible for any customs duties, taxes or import fees required by their country.

Original Oil Paintings

Summary: Orders may be cancelled within 2 hours. Returns are accepted within 14 days of delivery.

Change‑of‑Mind Returns

Original paintings may be returned within 14 days of delivery. Return shipping is the customer’s responsibility unless the item arrived damaged. Items must be returned in their original condition and packaging, with proof of purchase. Once the artwork is received and inspected, a refund will be issued to the original payment method.

Transit‑Damaged Items

All paintings are tracked, insured, and carefully packaged. If your artwork arrives damaged, please contact us within 48 hours with clear photographs of the item and packaging. Where damage is confirmed, you will receive a full refund, including return delivery costs. Refunds for damaged items are processed within 10 business days of inspection. If delayed beyond 15 business days, please contact us.

Cancellations

Orders can be cancelled within 2 hours of purchase by contacting us via the homepage form. After this window, the order may already be in preparation and cannot be cancelled.

Issues & Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify us promptly so we can resolve the matter. We may request photographs to assist with assessment and insurance claims.

Non‑Returnable Items

Commissioned artworks and personalised pieces are non‑returnable, as permitted under UK and EU consumer law.

EU Cooling‑Off Period

EU customers have a 14‑day cooling‑off period under EU consumer law. You may cancel or return your order within 14 days for any reason, provided the item is:

• unused

• in its original packaging

• returned with proof of purchase

Return shipping costs are the customer’s responsibility unless the item is faulty or damaged. Refunds are issued within 14 days of receiving the returned item.

Statutory Rights

This policy does not affect your statutory rights under UK or EU consumer law.

Prints and Merchandise

Summary: Orders may be cancelled within 1 hour. Returns are accepted only for faulty or transit‑damaged items.

Handmade & Made‑to‑Order Products

All prints and merchandise are produced to order and quality‑checked before dispatch. Because production begins almost immediately, cancellations must be made within 1 hour of payment.

Returns

Returns are accepted only if an item is faulty, incorrect, or damaged in transit. Please contact us within 48 hours of delivery with photographs of the issue. Where a return is approved, items must be returned in original packaging. Refunds are issued within 10 business days of receiving the returned item.

Bespoke Products

All products within The Gilded Palette are custom‑made and cannot be returned due to change of mind. This includes:

• cards

• prints

• books

• calendars

• phone cases

• all print‑on‑demand merchandise

EU Cooling‑Off Period

Orders shipped to the EU may be cancelled or returned within 14 days, provided items are unused, in original packaging, and accompanied by proof of purchase. Please note: made‑to‑order items may be exempt from the cooling‑off period once production has begun, as permitted under EU law.

Issues & Delivery Problems

For any delivery issues, faulty items, or damages, please contact us through the homepage form so we can assist promptly.

Statutory Rights

This policy does not affect your statutory rights.