SHIPPING & RETURNS
SHIPPING:
We aim to get your parcel to UK addresses within fourteen working days from dispatch. International addresses may take longer. If you require faster delivery, contact sophie@sophieneilan.com (including your order reference number and name of the work you purchased) and we will do our best to accommodate your needs or answer any queries.
EASY RETURNS & EXCHANGES
For your peace of mind I offer a seven day cooling-off period to ensure you are completely satisfied with your artwork. Check out the Full Returns Policy below.
If the artwork has been damaged in the post, please keep all packaging and refer to my Full Returns Policy below for further details. We want things to run as smoothly as possible for you.
If you experience any problems regarding your order, please email sophie@sophieneilan.com to let us know (including your name, the name of the artwork and your order number for ease of reference) and we’ll get straight back to you.
Full Returns Policy
Please unpack carefully and retain all packaging until you have decided that you are happy with your purchase.
From the time you receive your original artwork, you have seven (7) days to decide whether to keep the work or return the artwork in its original condition for a refund.
We also require all returned artwork to be shipped out by the buyer within three (3) days after confirming with us that the work will be returned. So, if you receive artwork you’ve purchased from Sophie Neilan Limited and are not fully satisfied, you have:
Seven (7) days to contact us about your intent to return the work
Three (3) days from the day you contacted us to ship out the artwork. ***Do not ship the artwork before contacting us.***
If you do not notify us of your intent to return the work within 7 days of receipt or you do not ship the work within 3 days of notifying us, you will NOT be eligible for a refund. (Some exceptions will apply. Please contact us for an assessment of your specific situation.)
How to Return an Original, Undamaged Work
Step 1 – Within seven (7) days of your merchandise delivery date, please contact our email support at sophie@sophieneilan.com to give us your order information and the reason for wanting to return the work.
Step 2 – Repackage the artwork using the original packaging materials. If you’ve already disposed of the original packaging, you’ll be responsible for purchasing similar acid free packaging materials to send the artwork back safely and securely to the artist. Please contact me for advice if needed.
Step 3 – Email sophie@sophieneilan.com to complete the return process.
Once the piece safely reaches the artist, Sophie Neilan Limited will process your return and the amount owed will be refunded to your original source of payment in the same currency (minus shipping costs and international customs fees, if any). Damaged art work caused by improper packaging will not be refunded.
Additional return information
Additional shipping fees may apply for international returns.
What to Do If the Artwork Arrives Damaged
Step 1 – Within seven (7) days of your merchandise delivery date, please email sophie@sophieneilanl.com to give us your order information.
Step 2 - Save original packaging!
Step 3 - Take photos of damaged artwork and packaging. Please email these photos to sophie@sophieneilan.com.
Step 4 - Sophie Neilan Limited will contact you to discuss next steps.