UK Orders and Shipping:
Q: How are UK orders shipped?
A: Most UK orders are sent via Royal Mail tracked 48. Smaller orders (below £20) will be sent 1st class. As Strangford is based in Northern Ireland, orders can understandably take a little longer to arrive… add a day or two on to the times you might otherwise expect.
Q: Are international orders shipped with tracking?
A: Yes, all international orders are sent fully tracked so you can monitor their progress. Please check your spam folder for the dispatch note containing tracking information.
Q: Are there any additional charges for international orders?
A: There may be extra charges applied at customs, and any additional costs or delays incurred due to customs issues are not the responsibility of the seller.
Q: Are there additional customs charges for EU customers?
A: As Northern Ireland (where Strangford is based) remains in the common market/customs union there should be no additional charges and packages are marked according to the recommendations to allow them smooth passage to EU countries. In rare occasions charges can still be applied - any additional costs or delays incurred due to customs issues are not the responsibility of the seller however, please get in touch if customs fees are incurred
Q: How are customs fees handled?
A: Unlike larger online marketplaces like Etsy, the seller does not collect customs fees on behalf of the governments at checkout. Instead, these charges will need to be paid before the item can be collected.
Prints and Packaging:
Q: Are prints sold with frames?
A: No, all prints are sold unframed. Get in touch for info on any of the frames that I use in my pictures…
Q: How are larger prints shipped?
A: Larger prints are supplied rolled in a postal tube for protection. Upon receiving them, gently open the tube and allow the print to uncurl with the edges weighted down before framing.
Q: Are there any special care instructions for prints?
A: Do not hang or display prints in direct sunlight. If hanging in a moist or damp environment (like a kitchen or bathroom) ensure the print is properly framed behind sealed glass to prevent moisture damage.
Shipping Time Estimates:
Q: How long does it take to dispatch an order?
A: Orders are typically dispatched within 5-7 business days, although during busy occasions like Christmas, it may take slightly longer.
Q: What are the estimated delivery times for different regions?
A: The estimated delivery times from the day of dispatch are as follows:
- UK: Allow 2-5 working days for delivery.
- Europe: Allow 7-15 working days for delivery.
- Everywhere else: Allow 3-8 weeks for delivery.
Q: Are there any factors that may affect delivery times?
A: Mail services are still not fully back to normal, so the mentioned delivery times are rough estimates. In rare cases of items getting lost in the post, please be patient and allow an additional 21 days after the estimated delivery date for your print to arrive.
Q: What should I do if my international order hasn't arrived after 3 months?
A: If you have not received your international order after 3 months, please get in touch with us.
Lost or Damaged Items:
Q: What is the policy for lost or damaged items?
A: The vast majority of orders are sent tracked - these very rarely go missing… more often than not it’s simply a case of holding on for it to make its way through the system. Busy times of year, local issues, pandemics etc have all been known to slow the post down. Get in touch with me if you think something has got lost in transit. Use the delivery estimates above as a guide for when you should get in touch. For redelivery of items, postage will need to be paid again.
Q: What should I provide as proof of damage?
A: Please provide photos of the packaging and damage to the print as proof in order to receive reimbursement. A few photos are preferable to one!