FAQs
FAQs
This page answers common questions about ordering, delivery, returns, and artwork usage. It’s intended to give clear, practical information before you place an order. If something isn’t covered here, you’re always welcome to get in touch.
How does delivery work?
Orders are packed carefully and dispatched as outlined at checkout. Estimated delivery times and shipping costs are shown clearly before purchase and may vary depending on the item ordered and the delivery location. You’ll receive confirmation once your order has been dispatched.
Do you ship internationally?
International shipping is available for most items. Please note that customs charges, import duties, or local taxes may be applied by the destination country. These charges are outside our control and are the responsibility of the buyer.
Can I return an item for a refund?
If you are purchasing as a consumer in the UK, you have the right to cancel most standard orders within 14 days of receiving your item, in line with the Consumer Contracts Regulations. Items must be returned in their original condition. Refunds are issued once the returned item has been received and checked.
Are made-to-order items refundable?
Most canvases and jigsaws are produced to order rather than held in stock. As these items are made specifically following purchase, they are non-refundable unless they arrive damaged or faulty.
What should I do if my order arrives damaged or faulty?
If your order arrives damaged or there is a fault with the item, please contact us as soon as possible with details and photographs where appropriate. We’ll work with you to resolve the issue, either by replacement or refund, in line with your statutory rights.
Are commissioned or personalised artworks refundable?
Commissioned and personalised pieces are created specifically for you and are non-refundable once work has begun. Full details, including pricing, timescales, and confirmation of the brief, will always be agreed before starting any commissioned work.
Who owns the copyright to the artwork?
All artwork remains the copyright of Paul Town. Purchasing a print, original, canvas, jigsaw, or book does not transfer copyright. Artwork is sold for personal display only and may not be reproduced, resold, or used commercially without prior written permission.
Will the artwork look exactly like it does on screen?
Images shown on the website are provided for reference. While every effort is made to represent the artwork accurately, colours may vary slightly due to screen settings, materials, or printing processes.
Is payment on the website secure?
All payments are processed securely through trusted third-party payment providers supported by WooCommerce. Paul Town does not store or have access to card details at any point during the transaction.
How can I get in touch if I have a question?
If you have any questions about an order, delivery, or returns, you can get in touch via the contact page. Enquiries are handled personally and responded to as promptly as possible.