We have shipped thousands of print orders over many years since we founded our business in 2003. In this time we have only experienced a very small number of issues, which were in most cases outside of our control. For example parcels that went missing in the postal system or damage to packaging caused by mishandling of the package by the delivery company. Thankfully these instances have been very few and far between, but we do realise that on these occasions, it can be stressful for customers and we want to work with you in finding a solution. Here is a summary of what you can do in the event of an issue.
If you have not received your prints after one week, please contact us at the studio, quoting your order number and contact details. We will be happy to investigate this with our delivery company. In most cases failed deliveries may have occurred if nobody was at the address when An Post called. You immediately make contact with your local post office. They will normally hold the parcel for up to 3 working days and if not collected it will be returned to us. Please note that we cannot accept any liability for failed deliveries due to customers not being at the delivery address on the delivery day. If this does occur it may take up to 30-days for the parcel to be returned to us. If/when the order is returned, we will immediately contact you to advise you and offer alternative delivery options. Please note that customers may be liable for additional postal charges in these circumstances. Should the order not be return to us after 30-days will may (at our discretion) issue a full or partial refund of your order, depending on the whether it was a failed delivery or goods went missing whilst in transit.
In this case we would ask you to make a small phone video showing the condition of the prints when received, any marks or damage and all packaging/labels. In particular please provide close up details of any damage caused to packaging by the delivery company. Please email this to the studio so that we can investigate your issue. We may (at our discretion) request that any damaged items are returns to us for assessment prior to offering replacement prints.
Generally we check for marks on prints before shipping as part of our quality control. In the unlikely event that you notice something we may have missed, please contact us by email, providing photos of the mark. Please provide at least one image showing the entire print (including borders) and a second one with a close up of the mark. Please note that we cannot accept any liability for marks that were produced as a result of the supplied print file. It will be the customers responsibility to check files before uploading them. Due to the nature of hand-made papers, it is possible that small imperfections in the paper are visible. It is our policy to replace these prints, providing the imperfection is visible on the printed surface. Please note that small imperfections in the papers borders, may not be a valid reason to request a replacement print, since these are normally hidden behind the mount when the artwork is being framed. This will be at our discretion.