Chip & Splinter apply no charge for postage and secure packing of artwork across the entire range of products. Dispatch is by 1st Class Royal Mail parcel service, or alternative fully tracked courier, with proof of posting. Local collection from my studio is occasionally possible and, under certain circumstances, installation services or private consultation can be arranged. It would, of course, be necessary to factor in the cost of time and travel costs if this service was of interest to any art collector. For higher value artworks in the Chip & Splinter range it is probably prudent to factor in some insurance in the unlikely case of damage or loss. This can be discussed with a customer if deemed sensible or necessary.
For the more local customer it is also possible to personally deliver a completed piece. If this is within a reasonably manageable driving distance there would be no charge. This negates the need for a courier, and it can be a great pleasure to meet a buyer of Chip & Splinter products, and perhaps advise or help with the wall hanging. Each artwork will be very carefully packed and shipped as soon as possible after the 2nd progress payment is confirmed, and we aim for this to be within 48 hours after that payment clears.
Regarding returns, as mentioned in the Terms and Conditions section, the art business ‘model’ is different from the more commonly adopted high street returns policies. This means that effectively there is no clear right to cancel after an order has been made, and no automatic right of return after a delivery has been made and it is important to be conscious of this. Bespoke or custom art is individual by nature, and therefore usually unique. It is expressly made to a specific individual customer’s specification or request. Not being purchased ‘off the shelf’ or from storage as part of replaceable stock, this alters normal accepted returns practice, and consequently does not fall under normal standard returns policies.
The end product is therefore not usually returnable without a valid reason, and Chip & Splinter wish to notify any potential customers of this policy. The reason is chiefly that work cannot be unmade and we do not carry any completed ‘stock’ at the studio. Any new order means hours of dedicated work and to cancel on a completed order would therefore not be valid or reasonable. The initial 50% non-refundable down payment is effectively a pre-payment for materials and studio time spent creating the commissioned artwork. More specifically still, the Chip & Splinter policy regarding returns is as follows:
If a customer considers that, for whatever the reason, the artwork received is not what they envisaged, or it is felt, just as an example, that the piece doesn’t fit in with an existing interior décor then a ‘cooling off’ period of 14 days will apply. This effectively means that a partial repayment of 50% of the full amount will be refunded at any time within that period, with the return costs met by the customer. The initial 50% will be retained by Chip & Splinter and non-refundable, as costs will have been incurred whilst creating that specific piece of work. Please note that safe undamaged return of the artwork would need to happen before any refunds are issued.
The other option offered by Chip & Splinter would be a return of the originally ordered artwork, at the customer’s expense, for another piece in the series offered on the website of equal or greater value. Again, this would be negotiated after the original piece arrives back at the studio in a safe and undamaged state. It is very important to us that the customer is given a fair option as the most reasonable way of addressing issues such as these, should they ever arise.
Lastly, just to recap the following points: With the initial 50% deposit paid, please bear in mind that a new customer effectively agrees to the terms and conditions as laid out here on the website. The customer will always be contacted before shipping and a series of close-up photographs made available of the requested artwork. Artistic license means that a final completed piece will not look exactly the same as the website photographs unless supplied uncoloured. The returns policy will be mentioned to a new customer before any payment has been sent, or asked for, in order that the policy is fully recognised and accepted. This provision provides both parties with perfectly adequate safeguard parameters and, importantly, fully informed customers.