PLEASE NOTE: Due to the recent change in ownership of Steven Brown Art, we are unable to refund or exchange products ordered before 8th July 2019. However, please contact Customer Services on helpdesk@stevenbrownart.co.uk and they will advise on the best course of action.

RETURNS POLICY

Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.
If cancelling your order which is not damaged, defective or ordered in error, you must inform us within 14 days of receiving your order - we will then advise you to return your order to us. 
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, newspapers or magazines cannot be returned. 

Additional non-returnable items:

  • Free gifts or promotional items
  • Gift cards
  • Personalised Products (Items that have been modified with a name or message)
  • Commissioned Artwork (Artwork created specifically for you by the artist)
  • Shortbread
  • Christmas Advent Calendars

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

If your order is damaged or defective please contact us by email: helpdesk@stevenbrownart.co.uk or telephone: 01292 501740

LATE OR MISSING

If you haven’t received a refund yet, first check your bank account again.


Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us by email: helpdesk@stevenbrownart.co.uk or telephone: 01292 501740

SHIPPING

To return your product, you should follow the instructions to mail your product to:


Heritage House
Soloman Road
Cossall Industrial Estate
Ilkeston
DE7 5UD


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We advise you to use a trackable service.

We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item and a refund can only be authorised on our receipt of the original item.
 
 
PERSONALISATION (CANCEL ORDER):

What if I want to cancel my personalised item? -

Unfortunately, it is not possible to cancel orders for personalised items.

If you need to cancel an order for other items please contact customer services immediately.

To avoid disappointment, please check whether an item is cancellable or non-cancellable before ordering.

PERSONALISATION (REFUNDS):

Can I return my personalised item for a refund?

Unfortunately, we do not accept returns of personalised items due to the bespoke nature of a personalisation, unless there is a manufacturing error or fault with the product. If there is a manufacturing error or product fault with your item please contact our customer services team.

PERSONALISATION (SPELLING):

My order arrived and the spelling is wrong!

Oh no, that’s a bit disappointing!

Please remember, our personalised items are completely custom made for you, so our machines will print the exact message you enter when ordering. We highly recommend that you carefully review your personalisation information before submitting your order. In particular, we recommend that you double check all spelling, names and grammar.

We store the final preview of your image inside your order for our customer service team to keep for records.

If your personalised item does arrive with a mistake, we cannot accept responsibility unless the fault was a result of the personalisation process. If this happens, please contact our customer services team, so we can check your order to see what was entered originally during the order process.