Delivery & returns
Getting your painting to you.
Here’s where you’ll find the practical details about delivery, collection and returns. If you’re unsure about anything before ordering, email rachhartstudio@gmail.com.
Last updated 22 October 2026
Delivery
- In the UK
- Every painting goes by insured courier, tracked, for £25 flat however big it is. Smaller pieces usually leave within a week of your order; larger ones and anything framed can take up to two. You get the tracking the day it goes.
- Collecting
- Free, from the studio in Stoke-on-Trent, by arrangement. Get in touch first and we'll agree a time.
- How it is packed
- Corners protected, wrapped in acid-free tissue and bubble, boxed or crated depending on size, "this way up" on the outside. Framed work travels with glass protected or without glass, your choice.
- Outside the UK
- Ask first. I can usually quote within a day; the price depends on size and the country. Any duties or taxes on arrival are yours, not mine, and I will say so in the quote.
Returns
- Original paintings
- If it is wrong for your wall, tell me within 14 days of it arriving and send it back within 14 days of telling me. You get the full price back, including the original delivery, within 14 days of it reaching me. Return postage is yours, and the painting needs to come back the way it went: wrapped properly and undamaged. This is your legal right under the Consumer Contracts Regulations and I am happy for you to use it.
- Commissions
- A commission is made for you, to your brief, so it is exempt from the 14-day right once I have started painting. That is the law, and it is also why we agree everything, with photos along the way, before the final payment. If something is genuinely wrong with it when it arrives, write to me and we will put it right.
- Workshops
- A seat can be moved to another date up to 48 hours before. Inside 48 hours it can be given to someone else but not refunded, because the materials are bought. If I cancel, you get every penny back.
- Damaged in transit
- Contact me with your order details and photos of the painting and its packaging as soon as you can, and I'll sort it with the courier's insurance. Reporting quickly helps the claim; it doesn't change your rights.
Paying
- Originals
- By bank transfer. Press Buy on the painting's page, fill in your details, and Rach emails you an invoice with her bank details. The painting is held for you for seven days from the invoice; once the transfer lands it comes off the wall and the packing starts.
- Commissions
- Half when we agree the price and the date, which holds your slot. The other half when you have seen the finished photo and are happy, before it leaves.
- Receipts and certificates
- Every original comes with a signed, handwritten certificate of authenticity and a receipt by email. Keep both; they matter if you ever sell it on, or insure it.
Anything not covered? Ask Rach.