Orders, Delivery & Returns FAQs

When can I expect my products to be delivered and what will it cost?

All of our art prints are made just for you, so please allow 14 days from placing the order to delivery at the chosen destination, but we aim to get them to you as quick as we possibly can.

We do of course try to be competitive with our pricing, whilst ensuring that each item is well padded and packaged to ensure a safe transit to its destination.

Our lighter items and cards are sent via first class unrecorded Royal Mail and larger items may be sent either by Royal Mail first class or courier.  Whilst we do try very hard to keep the cost of postage and packaging down and certainly do not mark up these prices, as mail and courier prices have increased, so unfortunately have our p&p costs.  

For order to addresses in the UK:

(Please note - UK services cover the Highlands and Islands, Scilly Isles and the Isle of Man but do not include the Channel Islands)

For orders up to £9.99 delivery is £2.00

For orders from £10.00 - £15.00 delivery is £3.00

For orders from £15.01 - £39.99 delivery is £6.50

For orders from £40.00 - £99.99 delivery is £6.95

Delivery on orders over £100 is free.

For orders to Europe:

We use Royal Mail's International Standard delivery for all orders.  Once it has left the UK we do not track it.  If you do require tracking to the point of destination for an item please get in touch with us.  There will be an additional charge. 

For all orders (excluding specially requested tracked to destination deliveries) the delivery charge is £12.00 per order

For large quantity orders (or those weighing over 2.5 kg) we reserve the right to charge additional postage fees if applicable, but will advise you of this prior to completing your order.

For orders to the rest of the world:

We use Royal Mail's International Standard delivery for all orders.  Once it has left the UK we do not track it.  If you do require tracking to the point of destination for an item please get in touch with us.  There will be an additional charge. 

For all orders (excluding specially requested tracked to destination deliveries) the delivery charge is £15.00 per order

For large quantity orders (or those weighing over 2.5 kg) we reserve the right to charge additional postage fees if applicable, but will advise you of this prior to completing your order.

Do I need to create a customer account to order from you?

No, though at checkout you do have the option of creating a customer account with us. If you choose to do this, when you re-visit Made by Nell you will be able to log on and access your details, making future purchases quicker and easier.

 Do I need a PayPal account to pay by credit or debit card?

 No, you don't need to have or register for a PayPal account to make purchases from Made by Nell. We use PayPal to handle all our payment transactions, so you will be taken through to the PayPal payment page. If you don't have a PayPal account or wish to register for one, please select the 'Use credit card' option on the right hand side.

 I have a discount code, where do I add this?

 Please enter the discount code when prompted at checkout, and your code will automically be applied to your purchases.

  How do I track the progress of my order?

 You will receive emails to update you on the progress of your order, including an order acknowledgement that your order has been successfully received and also when your order has been dispatched.

 What is your returns policy?

We always want you to be pleased with your Made by Nell purchase.  However,  as outlined in the 'Distance Selling' regulations, you are entitled to a refund within 7 days of receiving your purchase if you are not entirely happy with it. Please contact us within 7days of receiving your order and we will do our best to replace it or provide a refund if you would prefer.  We may require the return of the item/s.

Please note that due to the nature of our personalised prints and individual commissions, these particular items are non-refundable unless an error has been made by us.  If this is the case, please contact us within 7 days of receiving your order.  

We aim to answer all correspondence within 24 hours of receiving it, but please do be patient with us during peak times. Our office hours are 9am - 5pm Monday to Friday. 

We hope that you are happy with your purchase. 

Do your prices include VAT?

 As we are not VAT registered we do not charge VAT. The price you see is the price you pay at checkout. 

 I would like a bespoke service or have a question about a product. Can  you help?

We love creating bespoke items for our customers.  Nell would be delighted to chat through what you want and will discuss prices, options etc.  Just give us a call or send us an email to hello@madebynell.co.uk.  Alternatively review our 'Commission Me' page for futher details.