FAQs - Frequently Asked Questions

1. How do I commission Elaine to create a unique work of art for me or as a special gift?

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Elaine loves to work on commissions with individual customers, so please contact her at info@elainebisson.co.uk or using the contact form page. Send a message with any ideas and requests that you may have and she can discuss what is possible. Elaine will contact you by phone and arrange to see you in person or on zoom/teams/facetime, whatever works best for you. 

It would be useful for you to have in mind what your budget will be and what size and style of painting or mixed media artwork you wish to commission. 

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2. How are prints delivered and when should I expect to receive them?

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Unframed prints in A4 and A3 sizes, are delivered flat, in high quality protective packaging. Larger sizes will be delivered rolled. All unframed prints are delivered by standard royal mail post and will usually take 3-5 days from order to delivery.

 

Framed prints will be delivered by courier and usually take 7-10 days from order to delivery. 

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3. What happens after I purchase an original artwork?

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After you have ordered and paid for the original, we will contact you to discuss the next steps for framing and delivery. Elaine has a recommended frame for each of her works and this will usually be in a tray frame style, in black or white open grain wood. If you would prefer a different frame, then we can show you the wide range that is available.

We work with an excellent local independent conservation framing service. Depending on your choice of frame, it may take up to 4 weeks to be framed and be ready to deliver to you.

If you live in the Durham area, we may be able to deliver directly to you. Otherwise, we will arrange secure delivery by courier.  

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4. What is your returns and refund policy?

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Before deciding to return your item, you have a statutory duty to take reasonable care of the goods whilst you inspect the goods. Therefore please ensure you do not damage the items or the packaging and if you wish to return an item, ensure that it reaches us in a perfect resaleable condition. Where an item is sold with a tag attached, the tag must still be attached upon return. Where you have failed to take reasonable care of the goods whilst in your possession or if you have returned your purchase after 14 days (with the exception of faulty goods), we reserve the right not to accept your return. We may instead return your purchase to you.

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How to return and item:
1. Please email us at info@elainebisson.co.uk stating the reason for your return along with your order reference number. Following receipt of this, we will be in touch to advise you where to post your returns to. 

 

Please ensure you obtain proof of postage. Elaine Bisson UltraArt is not liable for items lost or damaged in transit.

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Refund Policy:

You can return goods you have ordered within 14 days of receipt for a full refund or exchange. The costs related to returning goods to us shall be borne by you unless the product is faulty. Upon receipt of the goods, we will inspect the items and pending assessment of their condition, will provide a full refund of the amount paid, an exchange or credit within 14 days. If the item was faulty, then the amount refunded will include the cost of standard delivery. Shipping costs relating to expedited shipping options will not be refunded. Any damage incurred during return is not the responsibility of Elaine Bisson UltraArt. The goods remain your responsibility until they reach our warehouse, so make sure they’re packaged properly, obtain proof of postage and take photos of your packaged item before it is sent to us. We reserve the right not to accept returns if the value of an item has been diminished by something caused by you. We cannot accept responsibility for returned parcels that are not delivered.

The right to return goods will not apply in the following circumstances:

• If the product has been altered or damaged (with the exception of faulty goods).

• If the product has not been returned with all original packaging and be in a saleable condition. Artwork prints must therefore be returned with and wrapping and packaging intact.

Only items purchased at www.elainebisson.co.uk can be returned. We cannot accept returns of products purchased through another retailer, these need to be returned to the original retailer.

All refunds will be processed within 14 days of your item being returned according to the payment method used below.

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Faults that have developed after delivery:

In the unlikely event your purchase develops a problem we’re here to help. Use the contact form on the website or email info@elainebisson.co.uk for further support. 

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