Refund policy

Overview

Every Field & Folio product is made to order. This does not affect the statutory cancellation and return rights that apply to eligible non-personalised goods.

Change-of-mind returns

For eligible non-personalised products purchased online, you may tell us that you wish to cancel your purchase within 14 days after the day you receive the goods.

After notifying us, you must return the goods within a further 14 days.

To begin a return, contact us through our Contact page or the email address stated in our Legal Notice. Include your order number and the item you wish to return. We will provide the appropriate return instructions and return address.

Items should be returned securely packaged and in their original condition. You may inspect an item as you would in a shop, but we may make a reasonable deduction from the refund if handling beyond what is necessary has reduced its value.

Return shipping costs

For a change-of-mind return, the customer is responsible for the direct cost of returning the item. Original and return shipping charges are not interchangeable.

Framed and oversized artwork can be expensive to return because specialist or tracked delivery may be required. Return costs vary according to the size, weight, carrier and destination. Contact us before purchasing if you require an estimate of the likely return cost for a particular product.

We strongly recommend using a tracked and appropriately insured service. The customer remains responsible for the returned item until it is received at the specified return address.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged or different from what was ordered, contact us as soon as reasonably possible.

Please provide your order number, a description of the problem, photographs of the item and photographs of the packaging. Retain the item and all packaging while we investigate.

Where the item is faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with applicable consumer law. This may include a replacement, repair, price reduction or refund. We will cover reasonable return costs where a return is required because of a fault or our error.

Personalised or custom-made products

The change-of-mind cancellation right does not normally apply to goods that have been made to the customer’s individual specifications or clearly personalised.

This exception does not affect your rights if a personalised or custom-made item is faulty, damaged, misdescribed or incorrect.

Changes and cancellations before dispatch

Orders are submitted for production automatically and printing can begin within minutes. We therefore cannot guarantee that an order can be changed or stopped after it has been placed.

Contact us immediately if you notice an error. If production has not started, we will try to help. If an eligible statutory cancellation is made but production or dispatch cannot be stopped, the item may still need to be delivered and returned using the instructions above.

Refunds

For an eligible change-of-mind return, refunds will normally be processed within 14 days after we receive the returned goods or receive satisfactory evidence that they have been sent back, whichever occurs first.

Refunds are issued to the original payment method. Banks and payment providers may require additional time to display the funds.

Where required by law, we will refund the price paid and the cost of the least expensive standard delivery option offered for the original order. Any additional amount paid for an upgraded or express delivery service is not normally refundable.

We may withhold the refund until the goods are received or until evidence of return is provided.

Exchanges

We do not operate a direct exchange service for change-of-mind returns. Return the eligible item in accordance with this policy and place a new order for the preferred product, size or frame option.

Statutory rights

Nothing in this policy limits or excludes any rights available under applicable consumer law.