FAQs

When are originals dispatched?*

Framed original artworks can take up to 6 weeks to ship due to the bespoke nature of framing and packaging.

If the artwork is dry, varnished and framed at the time of sale, it will be dispatched within 5 working days. For pieces that are still drying, we’ll contact you to let you know when you can expect shipment.

 

When are prints dispatched?

• Open edition orders are printed on demand and dispatched from our carbon neutral fine art printer within 3 working days. Delivery times vary depending on the shipping destination.
• Limited edition, hand embellished, signed prints on paper & limited edition, hand embellished prints on canvas can take between 12 & 20 business days to be dispatched.

The process for hand embellished prints:

• • You order and pay for your print.
  • The print will be produced by the fine art printer and sent to me (this can take up to 3 working days to produce for paper prints and up to 10 working days for stretched canvas prints - plus a further 2-3 working days to arrive with me).
  • I will embellish the print, sign it and add the limited edition number, along with a certificate of authenticity confirming it is a hand embellished, limited edition, along with my signature and the date. This part of the process will include drying periods for paints and varnishes.
  • Once dried the limited edition print will be protectively packaged, assigned a tracking number and sent to you. I will do everything I can to send you your print as soon as possible.

 

When will I receive my tracking number for my limited edition print?

• Limited edition prints on paper: you can expect to wait for between 10 to 12 business days to receive a tracking number while it is produced.
• Limited edition prints on stretched canvas: you can expect to wait for between 15 and 20 business days to receive a tracking number while it is produced.

 

How long will my items take to get to me after they are dispatched?

Once your order is produced and you receive a tracking number the carrier quotes it can take between 2-7 business days to arrive depending on your location.

UK: 2-3 working days

Europe: 4-5 working days

International: 6-7 working days

 

What do you charge for delivery?

We provide free shipping worldwide.

 

Who pays for customs charges on international shipments?

Customs fees for international orders:

• Customs fees for standard shipments to the US will be pre-paid.
• We are unable to prepay for customs charges on shipments to Europe and the rest of the world. These vary between countries. Once your product arrives in the country, you will be notified and asked to pay the customs fees to release the product from customs and for it to be delivered to you. For this process to be as smooth as possible we ask that you provide us with a mobile phone number and email address at check out to aid the customs collections process.

 

Will I receive shipping updates?

We work with a trusted third-party shipping partner who will provide updates on your order once it has been dispatched.

 

Can I return an original painting and receive a refund?

You can return an original and receive a refund as long as you notify Geraldine (hello@GeraldinePlattenArt.com) within 14 calendar days of delivery and the returned item arrives back with Geraldine within 28 days of delivery.

To be eligible for a full refund, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.   

Returns requested after the initial 14 day cooling-off period will not be accepted.

If on return, the painting or the frame is found to be damaged, this may result in a reduced refund or no refund being issued.

The cost of returning the original (shipping & insurance) to Geraldine Platten Art falls to the customer. 

Geraldine will notify you once she has received and inspected your return and let you know if the refund is approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund in your account.

 

Return and refund policy for prints

All prints are made to order and are therefore non-refundable. Each piece is printed on demand, and Geraldine does not keep stock, which means she is unable to accept returns or exchanges for change of mind.

 

What happens if my item is damaged in the post or is not what I ordered?

If you receive the wrong print or your print arrives damaged, please contact Geraldine within 3 working days of receiving your order.

To process a replacement, you will need to provide a clear photo of the damaged/incorrect item and a photo of the packaging it arrived in.

Once Geraldine reviews your claim, she will arrange for a replacement print to be sent to you as soon as possible.

If you have any questions or concerns, please get in touch with Geraldine at hello@geraldineplattenart.com.

 

What happens if my item doesn't arrive?

If your tracking is displayed as delivered but your shipment has not arrived, please contact the shipping partner responsible with the tracking number (find this in your shipping notification). If this does not solve the issue, please email Geraldine at hello@geraldineplattenart.com.

 

What happens if I used an incorrect address on my order?

Please make sure your delivery address is correct at the time of purchase. If an item cannot be delivered due to an incorrect address or if no one is available to receive the parcel and redelivery is required, please contact Geraldine at hello@geraldineplattenart.com. She will do her best to help rearrange delivery, but she cannot accept responsibility for delivery issues under these circumstances.
Any redelivery costs incurred will be the responsibility of the customer.

 

Shipping delays

As per our Terms of Service: We are not liable for shipping and delivery delays. All delivery times are estimates only and are not guaranteed. We are not responsible for delays caused by shipping carriers, customs processing, or events outside our control.