FAQ
Placing an order - When ordering please take time to double check all information is correct, and that the correct shipping address has been input, as we are required to ship to the address given on the order. We are unable to help with delayed / missing parcels that arise from incorrect or incomplete shipping addresses.
However we do realise errors can occur, so If you have placed a confirmed and paid order, but there is an error on it please email (below) and we will do our very best to help, provided the order is not already packed/dispatched. For Custom Print service - as this is a bespoke service, once an order is paid and confirmed we are unable to amend, refund or exchange. (this does not affect your statutory rights) Custom Print FAQ
Can an order contain bespoke Custom Print items together with other items? Yes, however, two separate delivery charges will be applied, as Custom Prints are dispatched from our partner King & McGaw and have a separate delivery charges calculated by weight. This is applied at check out. Custom Print FAQ
Delivery charges UK- Most orders are sent Royal Mail 48hr Tracked service. ( this excludes Custom Print which have delivery charged by weight.- see Custom Print FAQ ) Free delivery Art Store Tour vouchers.
Orders up to £39.99 - p&p £4.50
Order £40 to £74.99 - p&p £5.50
Order £75 to £139.99 - p&p £6.50 (tracked / signed service)
Orders £140 and over - p&p £7.50 (tracked / signed service)
International Shipping - We are currently unable to offer this service.
Dispatch times - We currently dispatch within 4 working days*. Custom Prints dispatch is 5 - 6 working days (working days- Mon - Fri)
Christmas last orders 2025 - see Christmas Delivery Information
Payment - we accept payment by credit card.
Refunds* - we are happy to refund unwanted items within 21 days of delivery, provided the items are unused / unopened and in saleable condition. (*exceptions are earrings for pierced ears, and *custom made items) This does not effect your statutory rights. *Custom Prints - Due to the bespoke nature of these prints, your order cannot be cancelled once payment has been made and refunds are only offered if the product is faulty.
'Out of Stock' / low stock items - We endeavour to keep the shop stocked up regularly, however sometimes items may appear temporarily out of stock, (or show low availability on quantity) Please email us if you have a specific stock requirement and we will do our best to help.
shop@townereastbourne.org.uk - Please note this email is monitored during normal office hours, Monday to Friday only.