• 0191 3864034
  • kemblegallery@gmail.com

Frequently Asked Questions

If your question isn't listed below, please contact us with your query and we'll be happy to help!

How long does delivery take?

Delivery usually takes 3 - 5 working days and varies depending on which postage option you choose at checkout.

Please note that the postal delivery times can not be guaranteed, depending upon environmental factors, postal strikes etc.

How can I track my order?

If you have selected the tracked delivery option for your order, you can find the tracking information in the My Orders section of your account. Please sign in and click through to My Account.

Tracking information will also be sent to you, once your order has been shipped.

Please note orders sent by standard post cannot be tracked.

Can I place a telephone order?

Yes, of course you can! If the items are in stock we will be able to take your order over the telephone.

Please telephone the Gallery on 0191 386 40 34 and have your postal & billing address & debit or credit card details ready.

Please note: ordering by telephone may cause a delay in delivery of your parcel if we have to obtain a quote from our local post office. 

My items arrived damaged!

We hope your items arrive safely and in good condiditon, however, if anything has arrived damaged, please contact us as soon as possible.

Please email photographs of the damaged items to kemblegallery@gmail.com If the box has been damaged, please include photographs of the packaging. Once we have received the email we will ship the replacement items to you free of charge. If we can not replace the items because they are out of stock or have been discontinued, we can offer you a refund for the damaged stock. 

Occasionally, emails don't get lost or end up in junk mail. If you haven't heard from us within a week, please telephone the Gallery 0191 396 40 34 

Where do you deliver?

All our products are available for delivery within the UK, the Isle of Man and the Channel Islands. 

We can deliver internationally, please see the "do you deliver internationally?" FAQ below.

What happens if I'm not in when my parcel is delivered?

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 this to their depot and will leave a missed delivery notification.

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 missed delivery notification through your letterbox and will take your order back to the local sorting office.

You should then contact the delivery company or sorting office to arrange a redelivery or in order to pick up your parcel. Any uncollected parcels will be returned to us after a certain period.

Do you accept applications for Work Experience?

Please Note: Our Work Experience Scheme has been temporarily suspended due to current restrictions.

Yes, we do! Our Work Experience Scheme is very popular, particularly with Durham University Students. Our Work Experience Gallery Assistants have gone on to succeed in other opportunities, one in particular secured an internship at the prestigious Christie's Auction House in London. We accept enthusiastic, hard-working candidates, ideally with an interest or background in Arts & Culture. If you would like to apply for Work Experience or would like to know more, please contact us by email and include a copy of your C.V. to Sophy Nixon, Manager.

How much is shipping?

Where possible we charge a standard postage fee, these are outlined below. All postage charges are calculated on size & weight.

 

Print Shipping Costs (U.K.):

Standard Print: £15

Large Print: £35

Click & Collect: FREE

 

Europe & International Shipping Costs:

Europe: £15

International: £30

 

Art Supplies Shipping Costs (U.K. & International*):

Royal Mail 48hr: £5.10

Royal Mail 24hr: £8.16 

Click+Collect: FREE

 

*please note we cannot post prohibited items internationally, for example aerosols & some paint mediums, etc. due to import restrictions & laws. Please contact us beofre placing your order if you are unsure.

 

What delivery options are available?

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

Do you deliver to the EU & Internationally?

Yes, we do! Please contact us for a quote.

Please be aware that delivery will take longer depending upon your location and country.

Please note that delivery charges can be expensive for heavy, bulky items.

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. 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.

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