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.
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.
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
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.
If you are unhappy with your purchase for any reason, please contact us!
How to return an item:
Return Address: The Kemble Gallery & Art Shop 62 Saddler Street Durham DH1 3NUReturns 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.
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: email@example.com
If you have any questions or queries regarding the Returns & Cancellations Policy, please contact us and we’ll be happy to assist! firstname.lastname@example.org. Tel: 0191 386 40 34