SHIPPING & RETURNS

When you receive your artwork we want you to be delighted. We aim to deliver your items in good time and safely packed. We will do our utmost to make sure your parcel gets to you as soon as it possibly can.
All artworks can be collected from the gallery, unless it is coming straight from the artists studio, under these conditions we will do our utmost to ensure the artist wraps and sends the artwork to a similar standard as the gallery would do.

BULKY PACKAGES including furniture, lighting and large, heavy or very fragile products, will need to be transported via a delivery company, this may take longer and arranged with the gallery to determine delivery and collection times.
This may include an extra cost payable by the customer.
Customers are welcome to arrange their own courier to collect items during business hours. In doing so, the customer accepts all costs and any liability involved in hiring this third party service.

INTERNATIONAL SHIPPING - We currently ship products to all countries worldwide, once you have placed an order with us, we will get in touch regarding shipping costs. Alternatively, you can email us at info@darleandthebear.co.uk for further information. Please note that unfortunately, we are unable to deliver to PO or BFPO boxes as a signature is required upon delivery.
All international orders are not duty paid and may incur additional charges once the parcel reaches its destination country.
As these deliveries are more specialised they can take between 10-15 working days for delivery. Once the order has been placed you will be contacted to arrange dates, times and delivery method. For fragile, high-value pieces. Due to the specialised nature of shipping, we will not be able to give quotes at checkout. Once a purchase has been made, our team will be in touch to guide you through the process.
Unless explicitly stated, customs and duty rates are not included.
Backordered Product(s), Bespoke Product(s), & Made to Ordered Product(s) deliveries Backordered Product(s), Bespoke Product(s), and Made to Order Product(s) will come with their own delivery and lead times, typically stated at checkout. Due to the nature of our products, lead times are a rough estimate of production time. Once these products have been ordered, you will contacted with further information.

HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED? - You will receive a dispatch confirmation via email to confirm your goods have been despatched which will also contain a tracking link.

DELIVERY ADDRESS? - For orders placed online, we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. If the order has already left our office, then the delivery address cannot be changed. In this instance we will need to wait for the parcel to be returned then postage would be payable for it to be sent out again.

DO I HAVE TO PAY CUSTOMS & IMPORT CHARGES? - Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. Any parcels returned to us due to customs charges being higher than expected, we reserve the right to refund the transaction minus all costs incurred. Customers ordering from the Republic of South Korea will receive an FTA document with their parcel.

I HAVE BEEN CONTACTED FOR FURTHER INFORMATION BY COUNTRY CUSTOMS DEPARTMENT? - Each country will have their own goods import procedures and these can vary across countries. From our experience USA customs do require at times further details of a high value orders, such as manufacturer details/irs number at times. If you have an order in customs, please contact us quoting your order no and we can help you resolve the matter as fast as possible.

International shipments can occasionally take longer than expected – goods can be held up in customs or there can be delays during the handover from one country to another. If you’re an international customer and your order hasn’t arrived after 7 working days from despatch, please contact us and we will investigate for you. Please check that you haven’t received a card from the couriers.

Things occasionally go missing in the post, don’t worry, all shipments are fully insured & we will be happy to make a claim on your behalf if this should occur. Our policy is to refund in full or send a replacement once the required time has passed, stated by the relevant shipping company in their terms.

Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please contact us on 01993 357120 or 07919575885 or email us at info@darleandthebear.co.uk and we will look into it. Please include your order reference at all times when e-mailing us.
We take care with our product photography to make sure that we are providing you with pictures that accurately and fairly represent the artworks we sell. However, due to the handmade nature of pieces, and inconsistencies in how different computer screens reproduce colours, unfortunately we cannot guarantee that the product you receive will look exactly the same as you see on your computer screen.

RETURNS AND EXCHANGES

If you are not happy with your purchase then you have 14 days to return it for an exchange or refund. You will be responsible for the return shipping costs.
Commissions: in the event of cancellation of any commissioned work, the customer shall be responsible for all expenses and outlays incurred by the maker up to the date of cancellation together with a further amount calculated and notified to the parties by us acting in good faith.

In the event of cancellation of any commissioned artwork we shall hold the 50% nonrefundable deposit paid by the customer for all expenses and outlays incurred up to the date of cancellation.
The customer shall will be responsible for the full shipping costs of the item.. To cancel your order you must advise us by writing to info@darleandthebear.co.uk and we will issue you with a returns note for inclusion in your delivery. All parcels are sent back at your own risk. We would advise using recorded delivery as the parcel is not our responsibility until we sign for it.