Bicycle, Saddler Street, Durham Photograph by John Erwin

Delivery Information:  

What delivery options are available?  

Please note that prices vary, depending on the shipping option.  

How long does delivery take?  

Delivery can take 3 - 5 working days and varies depending on which postage option you  choose at checkout. If you are unsure, please contact us before placing your order.  Please note that the postal delivery times can not be guaranteed, depending upon  environmental factors, postal strikes etc.  

Tracked Delivery:  

If you have selected the delivery option which includes tracking. The tracking information  will be emailed, once your order has been shipped. 

We can not provide a tracking number until your order has been shipped.  Please note orders sent by standard post cannot be tracked.  

Most of our orders are shipped via Royal Mail or Parcelforce.  

Couriers such as Parcelforce require a signature for parcels. If there is no one present to  accept an order, the courier will return the parcel to their depot and will leave a card.  If your order is delivered by Royal Mail and cannot fit through your letterbox or a signature  is required, the postal worker will post a card through your letterbox and will take your  parcel to the local postal depot.  

You should then contact the delivery company or post office depot to arrange a redelivery  or collect your parcel. Any uncollected parcels will be returned to us after a certain period.  

Where do you deliver?  

All our products are available for delivery within the UK, the Isle of Man and the Channel  Islands, however some items, for example aerosols are prohibited to send outside of the  UK.  

International Delivery:  

From January 2021 all parcels posted to the EU will require a customs form, as the  U.K. will have left the EU. 

The customer is responsible for any customs charges and customs clearance  process varies from country to country and can take anything from 1 week to 1  month to clear or longer. If your parcel doesn't arrive after 1 month, please contact  us. 

IMPORT DUTY & VAT TO EUROPE  

VAT will now be applied at your national rate for deliveries to the EU. Import duty on items  produced outside the UK will be levied on orders over €150. As the importer, you are  responsible for all import duties, customs, local sales taxes and handling fees. Payment of  these may be necessary to release your order from customs on arrival. Unfortunately we  are unable to advise on the amount that this may be. Any deliveries refused due to non  payment of fees, will be destroyed by the courier and therefore will not be eligible  for refund. If the importer wishes to return the parcel, any return fees applied by the courier 

and HMRC such as return shipping, government charges and handling fees, plus a £15  restocking fee will be deducted from your refund.  

Prohibited Items for Delivery:  

Prohibited & Restricted Items for Posting.  

Due to postage restrictions we can not post the following outside of the U.K.  Aerosols  

Alcohol - inks / solvents containing alcohol  

Batteries  

Flammable liquids  

Sharp Objects 

Solvents  

Please check with us before purchasing. 

FREE Click & Collect Service:  

Place your order as usual & select the "click & collect" option from the menu at checkout.  You will receive an email to confirm that your order is ready for collection.  There is no minimum order value for click & collect.  

If you have any questions regarding click & collect, please contact us. This service is only available during opening hours.

RETURNS POLICY

If you are unhappy with your purchase for any reason, please contact us!

How to return an item:

1. Email us to explain why you’re returning the product at info@kemblegallery.com
2. Pack the return in the original packaging or suitable packaging. Please include your order number and sender’s address.
3. Return the product via registered post. The customer is responsible for return postage costs, unless the item is damaged or defective. You assume any risk of lost, theft or damaged goods during transit and therefore we advise you insure your parcel and obtain proof of postage from the Post Office. The Kemble Gallery will not be responsible for parcels lost or damaged in transit if you choose not to insure.

Return Address: The Kemble Gallery & Art Shop 62 Saddler Street Durham DH1 3NU

Returns Policy

• If you paid via the online shop at kemblegallery.com, The Kemble Gallery will refund payment to the card used for the purchase.
• If you paid via telephone order, please call us on 0191 386 40 34 and we will refund your payment over the telephone.
• Returns sent without our prior approval will not be accepted and may not be refunded.
• You are responsible for any return shipping costs unless the item is damaged or incorrect. If the item is damaged or incorrect, please pay the shipping costs, and then we will reimburse you these costs once we have received the item. We apologise for any inconveniences this may cause you.
• The Kemble Gallery will package your parcel to the highest standard, however, things happen and if your item should arrive damaged or defective, please email us a photo of the item(s) at info@kemblegallery.com so we may verify the damage. We will replace the damaged goods at no extra cost to the customer.
• If you received an incorrect item, please provide a photo of the item(s) incorrectly received. We recommend referring to your confirmation email to confirm that the item received does not match what was ordered. •If an incorrect item or size was received, please be sure to properly indicate this in the form where required instead of in the notes section so your request can be efficiently and correctly processed.
• The Kemble Gallery only accepts unused items in the original packaging. Returns sent in used or worn conditions will not be accepted and may not be refunded.
• Deposits are non-refundable.
• Payment Processing Platform charges are non-refundable. •There may be non-refundable additional costs, for instance administration charges at the discretion of the Kemble Gallery.

Refund Policy

Refunds can only be issued to the original payment method. Refunds cannot be issued to a different method than was originally used at checkout. Shipping charges will only be refunded if:

A refunded product was damaged, incorrect, or missing from an order and its weight affected the original shipping cost.

Refunds or returns will begin processing once the customer has notified The Kemble Gallery of the reason for the return.

A refund will only be given, once we have received the item (s). Please note that it takes 5 - 10 business days or longer, depending upon the bank to process the refund to the original payment method and for it to correctly appear on any statements.

If for some reason, the original method of payment is no longer available or valid, we can offer to refund the amount in the form of a gift card for The Kemble Gallery.

• Deposits are non-refundable.
• Payment Processing Platform charges are non-refundable.
• There may be non-refundable additional costs, for instance administration charges at the discretion of the Kemble Gallery.

Cancellations Policy

If you wish to cancel your online order for any reason, you must contact us immediately after purchase. If you have received a notification that your order is processing, it may already be out for delivery.

Please contact us via telephone from 10 - 5 pm Tel: 0191 386 40 34 Please note we do not have an answering machine, so if you need to contact us outside of Gallery opening hours please email us: info@kemblegallery.com

If you have any questions or queries regarding the Returns & Cancellations Policy, please contact us and we’ll be happy to assist! info@kemblegallery.com. Tel: 0191 386 40 34