Delivery & Returns
This policy explains delivery charges, dispatch, damage, personalised returns and cancellation handling for Art by Rachel commissions.
1. Delivery charges
Delivery is charged separately unless a listing or quote states otherwise. The exact amount depends on artwork size, destination, packaging and delivery service. Where the delivery charge is not known when the deposit is paid, Rachel will confirm the charge before work begins and before the final balance is due.
2. Completion and dispatch
Rachel will provide an estimated completion window after reviewing the reference photographs. Once the portrait is complete and the final balance has been paid, the artwork will be securely packaged and dispatched using the agreed delivery method.
Christmas, birthday and other date-sensitive orders depend on commission availability. Please provide the required date when booking. A requested delivery date is not guaranteed until Rachel confirms it.
3. UK and international delivery
UK delivery is available. International delivery is by prior agreement. International customers are responsible for any import charges, taxes or customs fees applied in the destination country.
4. Delivery addresses
Please provide a complete and accurate delivery address. Contact Rachel as soon as possible if the address changes before dispatch. Extra postage caused by an incorrect address supplied by the customer will be payable by the customer, unless the error was Art by Rachel's.
5. Damage in transit
If artwork arrives damaged, keep the packaging and contact Rachel as soon as possible, preferably within 48 hours. Include clear photographs of the artwork, packaging and shipping label. Rachel will work with you on an appropriate remedy and, where relevant, the carrier claim.
6. Returns and change of mind
Portrait commissions are personalised and made to the customer's specification. The normal online change-of-mind return right does not generally apply to personalised or custom-made goods.
This does not affect your statutory rights if artwork is faulty, damaged, not as described or does not meet the legal standards applying to the sale.
7. Cancellations before completion
If you need to cancel, contact Rachel promptly. If drawing has not started and no costs have been incurred, the deposit will be refunded. If work has started or costs have been incurred, any amount retained will reflect work completed and direct loss arising from the cancellation.
8. Lost or delayed parcels
If tracking shows an unexpected delay or a parcel appears lost, contact Rachel. Rachel will check the shipment with the carrier and advise the next step. Carrier investigations sometimes take time.
9. Contact
For delivery, damage or return questions, email rachel_hague@hotmail.co.uk.