International Shipping & Returns

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VAT Exempt Orders

All items ordered with delivery addresses outside of the U.K. and E.U. will be charged the price excluding VAT shown on the product page.  This applies regardless of where the billing address is.

Please note that if you are logged into the site (have purchased previously) and your default address is outside of the EU both prices you are shown on the product will be the same and will exclude UK VAT.

 

Packaging

All of our sculptures and prints are transported in our own, high specification custom designed packaging to ensure that your order arrives safely and in pristine condition, wherever you are in the world. 

 

Shipping Method

All orders are delivered by our fully insured courier using a tracked service.

Our courier will send you an email the day they collect your parcel, giving you your tracking details.  You can use this information to follow the progress of your parcel as it makes its way to you.

 

Transit Time

All orders are dispatched the next working day.

Please find below indicative times for your parcel to arrive once dispatched. 

Europe:  2 – 3 working days (approximately)

USA and Canada:  2-3 working days (approximately)

Australia and New Zealand:  3 – 5 working days (approximately)

Japan, Hong Kong, Singapore:  2 - 4 working days (approximately)

South Africa:  3 - 4 working days (approximately)

Note: If one or more items in your order are out of stock, your whole order will be dispatched on the dispatch date shown on the product page at the time you place your order.  If you have any questions about this, please contact us.

 

Cost of Shipping

The cost of shipping will be calculated according to the country and service (if applicable) that you select on the drop down menu on when you check out.  You can preview this price, by selecting your country from the drop down menu under ‘Cost To Ship’ on the product page.   If you have any questions about this, please contact us.

 

Spilt Shipping (One or More Items Out of Stock)

We do not split shipments for International/overseas orders.  If any item in your order is shown as out of stock, the whole order will ship together once the last item is available.  

 

Plain Packaging

All parcels are now dispatched in plain / unbranded packaging to keep the contents a secret.

Please note that parcels delivered internationally will usually have a customs invoice attached to the outside of the box for import purposes.  This includes the contents and value of the parcel, which we are legally required to declare when shipping internationally. 

 

Recipients’ Responsibility For Any Import Duty and Taxes

Customers with shipping addresses outside of the UK are responsible for all duties, import taxes and handling charges payable. These costs are not included in the delivery charge with your order. Customs, duties, and taxes vary widely from country to country, so please check with your local customs agency for details of any costs prior to placing your order.

Please note that any customs charges will be billed to the recipient of the parcel.  If you are place an order for delivery to someone else outside of the UK, they will be charged.

 

45 Day ‘No Questions’ Refund Policy - Extended For Christmas

We want you to be happy with your new sculpture. However, if you are not for any reason, simply return it to us for a full refund within 45 days of delivery.  For purchases made in November and December 2017, you are invited to return them for 45 days after delivery or until 31st January 2018, whichever is later.  Please call us if you have any questions about this.

 

Return of Goods Policy

Do not return Goods to us without following the steps below. We will not be liable for any Goods returned to us if you do not follow this procedure.

  1. Before returning any Goods to us we request that you contact by e-mail at info@nelsonandforbes.co.uk to inform us that the Goods are being returned.
     
  2. To return your purchase under our 45 day returns policy, pack the goods securely in a suitable shipping box (ideally their original shipping box) and affix the returns label included with the Goods to the outside of the box and post them back to us. We recommend that a tracked delivery service is used for high value items as we cannot be held responsible for items lost or damaged whilst in transit back to us.

  3. Please note that you are responsible for the cost of returning the Goods to us.

  4. Please make sure that you return the Goods in saleable condition including the certificate of authenticity, information booklet and all gift packaging. We reserve the right to deduct the cost of damaged or missing items from your refund.

  5. Once we have received the Goods we will confirm your refund and payment will be made within 30 days.

  6. If you do not have your returns label or if you have any questions about returning your Goods to us please e-mail us at info@nelsonandforbes.co.uk

 

Errors and problems with your order

We take every care to make sure that your order arrives safely and exactly as you have asked. If your order should arrive damaged or if any part of your order is missing or incorrect we will remedy the error and refund any shipping charges incurred by you in returning items to us (if applicable).

Please contact us as soon as possible by e-mailing us at info@nelsonandforbes.co.uk or calling us at +44 (0)1442 256290 if there is any problem with your order when it is received.

 

European Union – 14 Day Cooling Off Period – Your Right To Cancel

Customers in The European Union are protected by law and have the right to return any product (cancel the purchase) up to 14 days from the day of receiving it. Please notify us within this period at info@nelsonandforbes.co.uk to cancel your purchase. We will begin the process to refund you (including any shipping costs for that portion of your order if applicable) immediately, but no later than 14 days from receiving your cancellation notice or the goods being returned to us, whichever is later. To return your purchase, pack the goods securely in a suitable shipping box (ideally the original shipping box) and affix the returns label included with the Goods to the outside of the box and post them back to us. We recommend that recorded delivery is used for high value items. Please note that you are responsible for the cost of returning the Goods to us (unless they were damaged on arrival or sent in error). If you are unable to arrange for the delivery of the Goods back to us, we can arrange for the Goods to be collected from your home, also at your cost.

Please also note that you have a statutory duty of care for the Goods whilst in your possession until they are returned to us and we reserve the right to take action to recover costs for damaged or missing Goods.

If you do not have your returns label or if you have any questions about returning your goods to us please e-mail us at info@nelsonandforbes.co.uk