FAQs

FAQ — Frequently Asked Questions

Website: Rightartuk.co.uk
Brand: Right Art
Support: support@rightart.co.uk

Find quick answers about ordering, made-to-order production, delivery, returns, and artwork details. If you still need help, email us and include your order number in the subject line.

Contents

1. Orders & Payments
2. Made-to-Order Production
3. Delivery
4. Returns & Refunds
5. Damage, Faults & Replacements
6. Custom / Personalised Orders
7. Product, Quality & Colour
8. Care & Hanging
9. Account & Privacy
10. Legal, Copyright & Permissions

Orders & Payments

Q1) How do I place an order?
A: Choose your artwork, select size and any upgrades (frame type, finish, hanging options), then checkout. You’ll receive an order acknowledgement email.

Q2) When is my order confirmed?
A: A binding contract is formed when we send a dispatch confirmation or dispatch the Products (whichever occurs first). If there’s an issue (payment verification, stock of a frame type, or an error), we may contact you before acceptance.

Q3) What payment methods do you accept?
A: Payment options shown at checkout are the available methods for your order. We may update available methods at any time.

Q4) Can you change prices after I order?
A: Prices at checkout apply to that order unless there is a clear pricing error. If an order is affected by a mispricing error, we may cancel and refund the order amount.

Q5) I entered the wrong address—what do I do?
A: Email us immediately. If production or dispatch has not started, we may be able to update the address. If the parcel is already dispatched, changes may not be possible and courier fees may apply.

Made-to-Order Production

Q6) Are your products made-to-order?
A: Yes. Our wall art is printed and finished after you place your order and payment is confirmed. This allows us to produce fresh prints and offer more size/options.

Q7) How long does production take?
A: Production times shown on the Site are estimates (not guarantees). Time can vary due to peak demand, quality checks, supplier availability, and courier disruption.

Q8) Can I cancel after ordering?
A: Because our process starts quickly, you must email any cancellation/change request within 12 hours of placing the order. Subject line must include your order number: “Cancellation Request – Order #____”. After that window (or once production starts), cancellation may not be possible.

Delivery

Q9) Where do you deliver?
A: We deliver to locations available at checkout. Delivery options and pricing are shown during checkout.

Q10) Are delivery dates guaranteed?
A: No. Delivery dates are estimates and can change due to courier network conditions, weather, or address/access issues.

Q11) What if I miss the delivery?
A: Couriers may attempt re-delivery, leave in a safe place (if authorised), or return to sender. Additional re-delivery or return costs may be charged where permitted by law.

Q12) My box arrived damaged—what should I do?
A: Take clear photos of the outer packaging and the product immediately and email us. Please keep all packaging until the claim is resolved.

Returns & Refunds

Q13) Do you accept returns?
A: We may accept returns depending on the type of product and the reason. UK consumers may have statutory cancellation rights in some cases. We also may offer a discretionary “You’ll Love It” goodwill return policy (where offered) for eligible orders.

Q14) Why is returning made-to-order wall art different?
A: Many items are produced specifically for your order. Some products may be considered custom/personalised (e.g., bespoke sizing outside listed options, photo uploads, custom text/cropping instructions). In those cases, the statutory 14-day change-of-mind cancellation right may not apply, although rights for faulty/not-as-described goods still apply.

Q15) Do I need an RMA (Return Authorisation)?
A: Yes. Before sending anything back, you must request an RMA by email. Returns without an RMA (or sent to the wrong address) may be refused or delayed.

Q16) Will you refund my original delivery cost?
A: For goodwill returns (where offered and approved), original delivery charges are not refundable and return shipping is paid by the customer. Where statutory cancellation rights apply, refunds follow the relevant legal rules.

Q17) When will I get my refund?
A: If a refund is approved, it is issued to the original payment method. We may withhold the refund until we receive the goods back or you provide evidence of return (where applicable). For goodwill returns, refunds are processed after we receive and inspect the returned product.

Q18) Do you accept international change-of-mind returns?
A: Unless we state otherwise in writing, international orders are not eligible for change-of-mind returns. If a return is agreed, customers are responsible for shipping, duties and taxes, except where mandatory local law requires otherwise.

Damage, Faults & Replacements

Q19) My item arrived damaged or faulty—what happens?
A: Email us with your order number and clear photos (outer box + product + close-ups). If your claim is approved and a return is required, the item must usually be returned and received before we send a replacement (unless we agree otherwise in writing).

Q20) Who pays return shipping for faulty/damaged items?
A: If we confirm the item is faulty/damaged/not as described, we cover reasonable return shipping costs or reimburse them after receipt (standard tracked service unless agreed otherwise). Reimbursement may take up to 30 days after we receive the return and proof of postage.

Q21) Can you send a replacement faster?
A: We prioritise fault claims, but replacements can only be arranged after approval and, where required, after the returned item is received.

Custom / Personalised Orders

Q22) What counts as “custom/personalised”?
A: Examples include photo upload prints, bespoke sizing outside listed options, personalised text, and any special cropping/layout instructions you provide. If we confirm a made-to-specification request, it may be treated as custom/personalised.

Q23) Can I return a custom/personalised item if I change my mind?
A: Statutory change-of-mind cancellation rights may not apply to custom/personalised goods. We may consider a goodwill return only at our discretion and subject to strict conditions (RMA, time limits, original condition, customer pays shipping).

Q24) I uploaded a photo—do you check quality?
A: We may flag obvious issues where possible, but you are responsible for ensuring your file is suitable for printing and for confirming spelling, cropping, and instructions.

Product, Quality & Colour

Q25) Will the colours look exactly like my screen?
A: Screens vary by device and calibration, so colours may differ slightly. We also use print processes and materials that can affect the final appearance.

Q26) What is “gallery wrap” on canvas?
A: Gallery wrap means the canvas is stretched over a wood frame, and where shown, the image may continue around the edges.

Q27) Are frames exactly identical?
A: Frames are often made from natural wood and may have natural grain and finish variations. Minor differences are normal and not considered defects unless they materially affect structure or display.

Care & Hanging

Q28) How do I care for my wall art?
A: Keep artwork indoors, away from damp/condensation and extreme heat. Clean gently without harsh chemicals or abrasives.

Q29) Can indoor lighting fade the print?
A: Strong and prolonged direct light can contribute to fading over time. Our lifetime colour warranty (if offered) excludes prolonged direct exposure to strong indoor light sources such as spotlights and UV-emitting lamps/bulbs at close range.

Q30) Do you include hanging hardware?
A: Hanging options vary by product and are stated on the product page/checkout. Please use suitable wall fixings for your wall type. Improper hanging and unsuitable fixings can cause damage.

Account & Privacy

Q31) Do I need an account to order?
A: Depending on site settings, you may be able to checkout as a guest or create an account to track orders and save addresses.

Q32) What do you do with my data?
A: We use personal data to process orders, provide customer support, prevent fraud, and improve our services. See our Privacy Policy and Cookie Policy for details.

Legal, Copyright & Permissions

Q33) Can I copy or reuse images from your website?
A: No. Site content is protected by copyright and other IP laws. Except as permitted by law, you must not reproduce or commercially use Site content without permission.

Q34) I believe something on your website infringes my copyright—what should I do?
A: Email support@rightart.co.uk with subject: “Copyright Complaint” and include your contact details, the URL(s), and proof/statement of your rights. We may remove or disable access while we investigate.

Q35) Where can I find your policies?
A: You can find links to our Terms of Use & Terms of Sale, Legal Notice, Privacy Policy, Cookie Policy, Returns Policy, and Copyright Notice in the footer of the Site.

Need help?

Email support@rightart.co.uk
Subject: Help – Order #____

Please include your order number, a short description, and photos where relevant (especially for damage/fault claims).