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HOW CAN I CONTACT RODNEY MATTHEWS STUDIOS?
By Email: info@rodneymatthewsstudios.com
All emails will be responded to by Sarah Matthews as swiftly as possible. If your email is urgent, please mark it URGENT in the subject line – thank you!
By Telephone: +44 (0)1285 706388
Please note our telephone is not manned, but if you leave a message we will get back to you.
DO YOU SHIP WORLDWIDE?
Yes
HOW LONG WILL IT TAKE TO PROCESS MY ORDER?
Art Prints take around 5 working days
Why so long? With only a few exceptions, all of our art prints are made to order and this does take a little time. Some of our smaller prints are produced in-house. Most however, are produced for us by an award-winning print company. We phone them as soon as your order comes in, so that they can add your print to our total order - like us they are only a small company of two, so they work feverishly! We generally collect prints weekly - it's a three hour round trip, but well worth it to ensure your print eventually arrives with you in pristine condition. Rodney himself inspects your print - he will only put his signature on it if he is completely happy with the quality - and then rolls it with protective tissue paper into a sturdy postal tube ready for shipping.Original pencil drawings take around 2 to 3 working days
Rodney's original pencil drawings come in all shapes and sizes, making it difficult for us to keep the appropriate packaging in stock. So, as soon as we receive your order, we place an order with our packaging supplier for the right-sized box. This can take a couple of days. Also, we need a little time to print your certificate of authenticity. As soon as the packaging arrives with us, we carefully pack up your original ready for shipping.Books, CDs/LPs, Greetings Cards, Notecards, Posters and Stickers take around 1 to 2 Working Days
We keep all of these items in stock and so should be able to ship them the same or next day.
HOW LONG WILL IT TAKE TO DELIVER MY ORDER?
We now send all of our mail by tracked services*
UK delivery aim is either next working day, or within 2 working days
We use both Royal Mail's Tracked 24 and Tracked 48 services
Original artwork may be sent by UPS
Europe delivery aim is up to 5 working days
We use Royal Mail's International Tracked service
Rest of the World delivery aim is 6 to 7 working days
We use Royal Mail's International Tracked service
* Royal Mail Tracked is not available in all countries. In these instances we will use Royal Mail's International Signed service.
IF MY ORDER IS URGENT CAN YOU SPEED UP THE PROCESS FOR ME?
We understand that sometimes an order is required urgently, birthdays creep up faster than expected for us too sometimes. If this is the case, then please do get in touch. We often arrange rush orders and will always try to get an item to you quicker if we can. Please email us and we will do our best to make this possible.
PANIC OVER!
I DO NOT LIVE IN THE UK – WHAT DO I NEED TO KNOW ABOUT SALES TAXES AND CUSTOMS DUTIES?
We will not collect any taxes on your order; accordingly the prices you see on our website do not include tax. After we have shipped your order, customs authorities will contact you to collect payment:
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Sales Tax: you will pay the sales tax relevant to your country, i.e. the amount your government would apply if you were buying the same product in your own country; and
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Custom Duties: a type of tax on cross-border goods that are collected as government revenue and to protect local industries.
To assist customs, and to make sure that you are charged correctly, we will complete all necessary customs declarations and, where appropriate, will either attach to your parcel or submit electronically.
CAN I TRACK MY PARCEL ONCE IT HAS BEEN SHIPPED?
If you selected and paid for Tracked UK or Tracked International shipping at the checkout, then yes, this is possible. Your tracking number and link will be provided on your shipping confirmation email. Please check spam folders for this email, because sometimes they do hide in there.
If you have selected and paid for Standard UK or Standard International shipping at the checkout, then no, unfortunately we cannot track your item.
I THINK MY PARCEL IS LOST, WHAT SHOULD I DO?
If you are concerned, please email us and we will work with you to investigate and resolve matters as quickly as possible.
If your order does get lost in the mail, then we will replace it for you.
Using Royal Mail's guidelines, we will only consider an order to be lost in transit and eligible for replacement after a specified delivery date cut-off point has passed. The date is worked out as follows:
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UK Standard Delivery: 10 working days after due date
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UK Tracked Delivery: 5 working days after due date
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Europe Standard and Tracked Delivery: 20 working days after due date
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Rest of World Standard and Tracked Delivery: 25 working days after due date