FAQ


 

Frequently Asked Questions

How do we order a photograph?
First find the photograph you wish to order by browsing our portfolios and view it. Decide which format and size you would like it in and select ‘place order’ or select ‘order options’ (which gives you more details of each product) and then ‘place order’. Fill in the delivery address, billing address and payment card details and confirm your order.

We have seen a photograph of yours at a friends but can’t find it online, can we still buy it?
Yes, just email a description of the image to us and we will contact you with the details.

Is your site secure?
Yes we have secure online payment facilities through Worldpay Limited.

I do not want to pay with a credit card, how else can I pay?
Please contact us direct and we can fulfill your order on receipt of cheque payment. Our address can be found under the 'contact us' menu. Unfortunately we canot take credit card details at our office.

I have just placed an order and I want to change it?
Providing it is within 2 days of placing the order, just email us with the changes you wish to make and we will modify your order. However, as all our work is handmade, if the product has been made prior to you wishing to change it, there may be a cancellation charge.

How much does delivery cost?
The standard delivery cost within the UK is £5.50 irrespective of the number of items you order. Delivery to Europe is £9.50 and to the rest of the world is £14.50. Orders can be collected from the studio with no delivery charge.

How long will delivery take?
This depends on what is ordered, as items are produced to order. Production of cards and limited edition hand mounted photographs take 2-3 weeks, giclee prints 1-2 weeks. Once depatched delivery will be 3-4 days.

Is there any minimum order quantity?
No

What delivery service is used?
All items are sent through the postal service, insured and using special delivery service as appropriate.

When will I know when my order has been dispatched?
We will send you an email confirmation when we dispatch your order.

How do I pay?
The following debit and credit cards are accepted.
Mastercard, Visa, Visa Delta, Visa Electron, Visa Purchasing, JCB, Solo, Switch. Alternatively you can pay by cheque by sending your order direct to our address under the 'contact us' menu.

What happens if my delivery doesn’t arrive?
Please let us know either by email or phone if this happens and we will instigate a trace.

Can you deliver to a different address to mine?
Yes. The first address you are asked for in the order process is the delivery address. You will be asked for the billing(as shown on your credit card statement) later in the transaction.

Can we purchase Gift Vouchers?
Yes. Please contact us for details.

What happens if I am not satisfied with my purchase?
In this unlikely event, you can return it to us in its original condition within 14 days of the date you received it and we will issue a refund for the price paid less the cost of delivery. Please ensure you get a signature from the Post Office. If you wish a replacement to be send, postage will not be charged on the replacement.

What happens if my goods have arrived damaged?
If for any reason you receive goods in a less than perfect condition, please contact us immediately.

All images are copyright Jo Andreae.