Welcome to Artyfect's information area

Artyfect strives to offer you the best service possible. This new area has been developed to help you get the information that you require from our site and also to help you resolve any queries you may have.

Help with placing an order

- How do I create an account
- Terms & Conditions
- Privacy Policy
- I want to order an out of stock item, when will it be available?

Help with shipping & delivery

- How is my shipping cost calculated?
- What Shipping methods are available?
- Information regarding shipping outside the UK?
- How long will my order take to be delivered?
- My order hasn't arrived can I track it?
- International shipping prices
- How long do International orders take to arrive?

Help with your order

- What do I do if i don't received my order ?
- How do I return an item?
- I have received a Discount code / Promotion code how do I redeem it?
- I want to place an order, but i want to have it delivered to a different address. How do I do this?
- I have received my order, but it has been damage in transit, What do I do?
- How long will my order take to Deliver?
- I am receiving an error message, after entering & submitting my card details?

Help with your account

- Forgotten your password?
- How can I view my previously placed orders?
- How can I change my account details?
- How do I redeem my Loyalty points?

Gift Vouchers & Loyalty Points

- How do I redeem my Loyalty Points?
- How do I buy a Gift Voucher?
- How do I redeem a Gift Voucher?
- How do I use my Promotion code/Discount code against my order?

I want to order an out of stock item, when will it be available?

When ordering out of stock items, a member of our customer service team will email you to inform you that you have ordered an out of stock item and how long we expect it to take to arrive. We normally recommend 3-5 working days, but this may take longer depending on the items that you have ordered and the availability of these products with our suppliers.

How is my shipping cost calculated?

Your shipping cost is automatically calculated when proceeding to checkout.

Orders weighing below 1KG and less than £50.00

Option 1 - £2.85 2nd Class Delivery
Option 2 - £3.55 1st Class Delivery
Option 3 - £8.50 Express Delivery
(Please see the information below regarding express delivery)

Delivery costs will automatically be calculated when you proceed to the checkout. You will also be able to select your desired delivery option.

Orders weighing above 1KG and less than £50.00

Option 1 - £4.85 1st Class Delivery (We may send these items though our courier company depending on the size of the item you are purchasing)

Option 3 - £8.50 Express Delivery
(Please see the information below regarding express delivery)

Delivery costs will automatically be calculated when you proceed to the checkout. You will also be able to select your desired delivery option.

FREE UK MAINLAND STANDARD DELIVERY ON ORDERS OVER £50.00

An additional charge may occur on larger & heavier items like canvases & easels.

Express delivery (only to the UK mainland as defined above) will arrive the next working day (Mon - Fri) provided the order is placed by 2.00 p.m. the day before. This service only applies to deliveries being made from Monday to Thursday. Orders placed from Thursday, after 2.00 p.m. and / or on Friday, Saturday and Sunday, will be despatched on Monday and expressed delivery on Tuesday.

Prices can vary depending on the the items that you order and the destination. For an accurate calculation, please log in and proceed to checkout with the items you wish to order added to your basket. This will then allow you to see your shipping costs before submitting your order.

Delivery costs will automatically be calculated when you proceed to the checkout. Please note quoted delivery prices exclude VAT and the VAT will be calculated when your order is processed.

What Shipping methods are available?

- Royal Mail Second Class Delivery
- Royal Mail First Class Delivery

- Express UK Delivery - (Next working day for all orders received before 2pm) Please see above for information regarding express delivery

- International Delivery - (This will vary depending on the destination, please email us for further information)

Information regarding shipping outside the UK?

Shipping is charged at custom rates. Specific details can be found here

Shipping charges for Ireland. Specific details can be found here

Delivery costs will automatically be calculated when you proceed to the checkout. Please note quoted delivery prices exclude VAT and the VAT will be calculated when your order is processed.

How long will my order take to be delivered?

Royal Mail Second Class Delivery - (4-7 Working Days)
Royal Mail First Class Delivery - (3-4 Working Days)

Express UK Delivery - (Next day working day for all orders received before 2pm) Please see above for information regarding express delivery.

International Delivery - (This will vary depending on the destination, please email us for further information)

Artyfect will deliver the goods ordered by you to the address you have given us as soon as the order has been accepted. We aim to deliver within 3 to 5 days for items in stock (Depending on the delivery option you selected) and 10 to 14 days for items out of stock, to UK destinations. If goods haven’t been delivered within 21 days please contact us immediately.

Can I track my order?

Either email us at customerservice@artyfect.com or call us on 01444 482007. We can then provide you with a tracking number and further help regarding your order.

International shipping prices

Shipping outside the UK for items weighing less than 1kg. The rates charged can be found here

Shipping outside the UK will be done by BAA Couriers for items weighing more than 1kg. The rates charged can be found here

How long do International orders take to arrive?

International delivery times will vary depending on the destination and the items you have ordered, please email us for further information.

What do I do if i don't received my order ?

If you ordered your items standard UK delivery and you have not received an email to inform you of any delay with your order. Please allow 5 working days for delivery after your order was placed to contact us.

If you have ordered your items next day delivery and you had placed your order before 2pm and they did not arrive the following working day, please contact us.

For international orders, there may be a slight delay, please contact us for more information.

Either email us at customerservice@artyfect.com or call us on 01444 482007. We can then provide you with a tracking number and further help as to why you may not have received your order.

How do I return an item?

Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). The goods should be returned with the original box, packing and accessories.

You can cancel your purchase at any time either before or up to 14 days after delivery. You will receive a full refund or credit, once we receive the product. You must send the goods back to us at your own cost and risk in the original packaging and condition.

Our returns address is:

Artyfect Limited,
43 High Street,
Lindfield,
West Sussex,
RH16 2HN,

Please pack the items so that they will not be damaged in transit. Please include Delivery note and brief description of your reasons for returning the item.

To cancel your order you must notify us either by telephone on 01444-482007 Monday to Saturday 9.00 a.m. to 5.30 p.m., by email to customerservice@artyfect.com or in writing to the above address before returning your goods.

I have received a Discount code / Promotion code how do I redeem it?

If you have received a Discount code or a Promotion Code, please follow these steps;

- Log in or if you have not yet created an account, please do so.
- Select and add the items you wish to receive to your basket.
- On the right hand side of the homepage there is the option to 'View your basket', please select this.
- Scroll down to the bottom of the page and there is an area that will allow you to enter your discount code.
- Please then proceed to checkout and complete your order.

I want to place an order, but I want to have it delivered to a different address. How do I do this?

If you have not yet created an account and wish to have your order delivered to a different address to your billing address. Please follow these steps;

- Please create an account
- You are given the option to enter in two different addresses, one for the billing address and another for the shipping address, please make sure that both of these are correct.

If you have already created an account and wish to change your shipping address, please follow these steps;

-Please log in to your account
-On the right hand side of the homepage there is the option to "Modify Your Account", please select this.
- If you have previously asked us to ship to the same address as your billing address, there will be a tick box that you can select to provide us with an alternative shipping address.
- Once you have provided us with the correct information, scroll to the bottom of the page and submit your information.
- Please then proceed with your order as normal.

I have received my order, but it has been damage in transit, What do I do?

If you have received a faulty or damaged item(s), we do ask that you notify us of any problem within 72 hours of receipt.

If you have had your order delivered to you via a courier then please follow these steps;

- Please email us with some photographic evidence of any damage caused to both the item(s) and its packaging.

- We will then forward this on to our couriers and await any information on when they wish to collect the damaged item(s)

- Only at this point will we be able to issue you with a replacement, but we intend to complete this process as quickly as possible.

If you have received your order via Royal Mail. We ask that you do the following;

- Please contact us in the event of any damage caused to your item(s).
- We will then ask you to return your item to the address provided above.
- As soon as we receive you item we will contact you and send out a replacement.

- You will receive a full refund for the postage that you payed to return the item and if you wish to not receive a replacement item, we will provide you with a refund for the cost of this as well.

How long will my order take to Deliver?

Artyfect will deliver the goods ordered by you to the address you have given us as soon as the order has been accepted.

We aim to deliver within;

4 - 7 working days (2nd Class Royal Mail)
3 - 4 working days (1st Class Royal Mail)
Next Day for Express orders

This only applies to in stock items.

Products which are out of stock, normally take between 10 - 14 days to UK destinations. If goods haven’t been delivered within 21 days please contact us immediately.

I am receiving an error message, after entering & submitting my card details?

You may sometimes receive an error message when entering in your bank details. This may be for a number of reasons;

- You may have incorrectly miss typed your 16 digit card details.
- You need to make sure that your name is exactly as shown on your card.
- You may need to double check that you have entered in the correct CV2 Number, this is either the 3 or 4 digit code displayed on the back of your card.

Certain customers may have their 3D security procedure activated on their bank card. This requires you to enter in certain digits/letters within your password. Please contact your bank for more information regarding this matter, as without this verification we are unable to proceed with your order.

If you are still unable to proceed with your order. We suggest that you try using a different payment method such as Paypal or Google Checkout. These options are available for you to select after proceeding to checkout.

If you are still unable to process your order please do not hesitate to contact us at;

customerservice@artyfect.com. Please mark your subject as 'payment errors' and we will endeavour to contact you as soon as possible.

How do I redeem a Gift Voucher?

If you have received a Gift Voucher and want to use it to pay towards your order, please follow these steps;

- Log in or if you have not yet created an account, please do so.
- Select and add the items you wish to receive to your basket.
- On the right hand side of the homepage there is the option to 'Go To Checkout', please select this.
- Once your page has loaded please select your desired shipping method.
- Scroll down to the bottom of the page and there is an area which allows you to select your payment method.
- Select 'Gift Voucher' and then press continue at the bottom of the page.
- You will then see the items that you are about to purchase if you are happy with the items you have selected then scroll down to the bottom of the page.
- You will now find an area stating 'Payment method: Gift Voucher'. Please enter your Gift Voucher code and customer notes, regarding any information you wish to inform us about.
- If you are ready to complete your order press 'Submit Order'.
- If the total of your order is greater then your Gift Voucher you will have an information panel flag up informing you of the following;

"The order total amount is greater than the balance on the gift certificate you have applied. Please select an additional payment method to pay for the remaining amount. You can use any method, including another gift certificate."

- Please select a payment method and continue with the payment process.