ProteanArt uses a Royal Mail Business Account to ship all orders around the world.
Orders are normally shipped Mon - Fri (GMT) and not on public UK holidays. Saturday shipping can be requested but will be subject to additional fees.
At times when we experience a very high volume of orders (October to January), estimated delivery times may increase by a few days. Please order in good time and allow additional days in transit for delivery. If there will be a known significant delay in the shipment of your order, we will contact you via email or telephone to discuss the options.
Shipping charges for your order are calculated by weight and will depend on the shipping destination. All this can be displayed during the payment process when at the website checkout (enter the destination country to see a shipping cost) Shipping costs are also displayed on receipts.
If you have provided an email address or telephone number you should receive an automated confirmation once your order has shipped containing any relevant tracking details (this depends on the service you pay for).
Any tracking number will normally be active by 8pm on the day of shipping, or before.
We offer the following domestic services within the UK.
Royal Mail 24 & 48 Standard ( plus tracked if requested)
1st and 2nd Class Signed For (tracked & signed)
Special Delivery by 1 pm next day (tracked, signed & guaranteed)*
Guaranteed overnight delivery is only available when Royal Mail Special Delivery has been selected. Only applicable for addresses within the U.K. If you require a faster service please contact us specifically.
We offer the following international shipping services from the U.K.
International Tracked & Signed - a priority service (delivery estimates vary) with a flat rate*
International economy - an economy service (delivery estimates vary) with a rate calculated on weight to provide the most cost-effective service* (a slower service than the priority option)
Customs, Duties and Taxes: ProteanArt is not responsible for any customs and sales taxes applied to any International order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, sales taxes, etc.).
*Prices will vary with the weight of the final order as costs are applied on a weight ration/scale and so may change depending on the number of items ordered.
Returns and refunds: sales in a retail setting, such as an exhibition, a craft fair, in a ‘pop-up shop or directly from our premises.
When buying directly from our premises you will have had the opportunity to inspect the product prior to buying it.
Your legal rights: When you buy goods from a business, in UK law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.
Our policy:
In addition to your legal rights, we also allow you to return non-customised and/or unpersonalised goods if you simply change your mind.
This does not apply to items that are specifically made-to-order, commissioned, are personalised, that is reduced in a sale or are reduced in price because of a known fault or defect. If you have made a purchase of such an item in a retail setting, such as an exhibition, a craft fair, in a ‘pop-up shop or directly from our premises we accept returns of these unused goods to us with the original receipt within 14 days* and we will offer you an exchange or a credit note.
*This is the date when the transaction took place and the goods exchanged hands and normally the date when any money or card payment was processed too.
Customers are responsible for paying for their own shipping costs when returning an item on which you have changed your mind. If the return is for a replacement, then any new items are subject to normal shipping fees, current at the time.
Once ProteanArt receives the goods back, we will inspect it and notify you that we have received the returned item.
We will immediately notify you of the status of your refund after inspecting the item. Refunds are processed within 14 days. Any transaction fees that ProteanArt has incurred in the original sale or the refund process may be deducted from your refund, except where goods are faulty.
We do not accept returns for items that have been damaged while in the customers’ possession, or for items that have been used. All items returned will need to be in perfect condition, in the original packaging (if applicable) and totally unused.
We do not offer a refund or accept returns if the customer knew at the point of sale that the item was faulty or reduced in price because of a known fault, defect or inclusion in a sale.
We do not offer refunds on made-to-order, commissioned or personalised items unless irrevocably faulty, and after 30 days from the point-of-sale we will only offer to repair a faulty item, remake an item that is irrevocably faulty or provide a credit note.
Faults with our products are almost non-existent but do sometimes occur. In these cases, we will generally err on the side of generosity, but ProteanArt has sole discretion to assess all claims for faulty items up to, and inclusive of, the standard 12 month warranty period.
Beyond 6 months from the point-of-sale:
Your item is still under warranty, but we assume the product is being fully used and most repairs or modifications will generally be charged at our normal rate.
Beyond 12 months from the point-of-sale:
The product is released from the standard 12 month warranty period and any repairs or modifications are subject to relevant current prices.
Returns and refunds: covering sales directly from ProteanArt on-line, or having been purchased from ProteanArt via a 3rd party selling site such as eBay or Amazon.
When buying from us online you will have had the opportunity to look at our products from photographic references prior to making a purchase.
In addition to the Returns and Refunds Policy for 'Sales in a retail setting, such as an exhibition, a craft fair, in a ‘pop-up shop or directly from our premises', the clauses below are relevant to online sales.
Our policy:
In addition to your legal rights, we also allow the return of goods if you simply change your mind.
All customers have the right to cancel their orders under The Distance Selling Regulations which gives consumers extra protection when buying online.
You have the right to cancel the purchase of goods without having to give a reason within 14 working days.
You DO NOT have any right to cancel a purchase of goods made to your specifications, that are highly customised or that are clearly personalised.
NB: some items on The Site will fall into this category, but ProteanArt has a generous and sensible approach to finding a reasonable solution of return or exchange for wholly un-personalised items.
Products that are personalised or made to your specifications are classified as ‘Non-returnable goods’.
If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible after you have notified ProteanArt of your intent to return.
We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.
Once you have notified us that you wish to return any goods, any sum debited to us will be refunded to you as soon as possible and in any event, within 30 days of your cancellation providing the goods have been returned.
Please return the unused goods to us with the original till receipt within 14 days** and we will offer either an exchange, a refund or a credit note.
**ProteanArt will generally give a ‘grace’ period and use the date when you receive the item, not when the transaction took place or when payment was processed, as the count of 14 days.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Your item must be in the original packaging. Your item needs to have a receipt or proof of purchase.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are at your own expense.
We do not offer refunds on made-to-order, commissioned or personalised items unless faulty.
Faults with our products are almost non-existent but do sometimes occur. In these cases, we will generally err on the side of generosity, but ProteanArt will have sole discretion to assess all claims for faulty items up to, and inclusive of, the standard 12 month warranty period.
All returns should be sent to - ProteanArt, Woodings Yard Studios, 3 Woodings Yard, Bailey Street, Stafford, ST17 4BG. UK
