Delivery and returns

Clear information before and after you order.

Most Frequency of Love artwork is produced to order. This guide explains the delivery and return routes for prints and personalised commissions.

Delivery guidance

Most orders arrive in approximately 3–5 days.

Most orders arrive within approximately 3–5 days, including production and delivery. Your estimate is shown before payment.

This is an estimate, not a guaranteed deadline.

For personal commissions, After you approve the final proof and the portrait is dispatched, delivery normally takes 3–6 working days.

Packaging

Protected according to scale.

Artwork is packaged according to its size and delivery route. If a parcel arrives damaged, keep the artwork and all packaging so the studio can assess the problem.

Returns

Different work has different return rights.

Eligible non-personalised goods

Notify Frequency of Love within 14 days after receiving the goods. You then have a further 14 days to return them.

Contact the studio before returning an item so the correct return instructions can be provided. For change-of-mind returns, the customer is normally responsible for return delivery unless Frequency of Love confirms otherwise.

Personalised commissions

You may request cancellation before personalised design work begins. Once Zoë starts creating the design, the order cannot be cancelled or returned simply because you change your mind.

Rights relating to faulty, damaged or not-as-described goods remain separate.

Return condition and refunds

Handle the artwork carefully and package it securely. Where legally permitted, a deduction may be made if handling beyond what is necessary reduces its value.

Refunds are made to the original payment method within the applicable legal period. Where required, the original standard outbound delivery is refunded; an additional amount paid for an upgraded delivery service need not be.

Damaged, faulty or incorrect

Let the studio see what happened.

If an order arrives damaged, contact the studio within 14 days of delivery with clear photographs of the print, packaging and shipping label where useful. Once verified, a replacement print will be arranged.

Please include:

the artwork;
the outer and inner packaging;
the delivery label.

An appropriate remedy may include a repair, replacement, reprint or refund depending on the circumstances and applicable rights.

Contact the Studio