Need Help?

Need Help?

Whether you need help with an existing order or have a question about an order that you would like to place, please email us at:

support@rodneymatthewsstudios.com

We aim to reply within 24-48 hours.


Don't have email?

Although it is best to contact us by email if possible, we understand that this may not be an option for everyone, so if this is the case, please give us a call on:

+ 44 (0)1285 706388

Our telephone is not always manned, so please do leave a message and we will get back to you as soon as possible.

For all general enquiries, please email:

info@rodneymatthewsstudios.com

We aim to reply within 5 working days.

If you would like to enquire about the sale of original artwork, please email Sarah Matthews at:

sarah@rodneymatthewsstudios.com

Sarah aims to reply within 1 to 3 working days.  If you require a quicker response, please free to mark your email URGENT.

If you would like to enquire about a private commission or the possibility of licensing artwork on a second rights basis, please email Sarah Matthews at:

sarah@rodneymatthewsstudios.com

Sarah aims to reply within 1 to 3 working days.  If you require a quicker response, please free to mark your email URGENT.

For press enquiries, please email Sarah Matthews at:

sarah@rodneymatthewsstudios.com

Sarah aims to reply within 1 to 3 working days.  If you require a quicker response, please free to mark your email URGENT.

Although Rodney does not have direct contact details, you can send him an email via Sarah Matthews at:

sarah@rodneymatthewsstudios.com

Or send a letter to:

Rodney Matthews, Rodney Matthews Studios, PO Box 1270, CHELTENHAM, GL50 9ZP, United Kingdom

Rodney reads every e-mail and letter sent to him and tries to respond to each as swiftly as possible given time.


Art Prints take around 5 working days

Why so long? With only a few exceptions, all of our art prints are made to order and this does take a little time.  Some of our smaller prints are produced in-house.  Most however, are produced for us by an award-winning print company.  We phone them as soon as your order comes in, so that they can add your print to our total order - like us they are only a small company of two, so they work feverishly!  We generally collect prints weekly - it's a three hour round trip, but well worth it to ensure your print eventually arrives with you in pristine condition. Rodney himself inspects your print - he will only put his signature on it if he is completely happy with the quality - and then rolls it with protective tissue paper into a sturdy postal tube ready for shipping.

Original Pencil Drawings take around 2 to 3 working days

Rodney's original pencil drawings come in all shapes and sizes, making it difficult for us to keep the appropriate packaging in stock.  So, as soon as we receive your order, we place an order with our packaging supplier for the right-sized box.  This can take a couple of days.  Also, we need a little time to print your certificate of authenticity.  As soon as the packaging arrives with us, we carefully pack up your original ready for shipping.

Books, CDs/LPs, Greetings Cards, Notecards, Posters and Stickers take around 1 to 2 Working Days

We keep all of these items in stock and so should be able to ship them the same or next day.

We understand that sometimes an order is required urgently, birthdays creep up faster than expected for us too sometimes.  If this is the case, then please do get in touch.  We often arrange rush orders and will always try to get an item to you quicker if we can.  Please email support at:

support@rodneymatthewsstudios.com

and we will do our best to make this possible. 

PANIC OVER!

UK delivery aim is 1 working day

Standard - we use Royal Mail's 1st Class service
Tracked - we use Royal Mail's Special Delivery Guaranteed by 1pm service 

Europe delivery aim is 3 to 5 working days

Standard - we use Royal Mail's International Standard service 
Tracked - Royal Mail's International Tracked and/or Signed service* 

Rest of the World delivery aim is 6 to 7 working days

Standard - we use Royal Mail's International Standard service 
Tracked - Royal Mail's International Tracked and/or Signed service* 


* Royal Mail Tracked and Signed is not available in all countries.  Where appropriate, we apply either International Tracked or International Signed.

After we we have shipped your order, customs authorities will contact you to collect payment of:

  • Sales Tax: you will pay the sales tax relevant to your country, i.e. the amount your government would apply if you were buying the same product in your own country; and
  • Custom Duties - a type of tax on cross-border goods that are collected as government revenue and to protect local industries.

To assist customs, and to make sure that you are charged correctly, we will complete all necessary customs declarations and, where appropriate, will either attach to your parcel or submit electronically.

If you have selected and paid for Tracked UK or Tracked International shipping at the checkout, then yes, this is possible.  Please email us at:

support@rodneymatthewsstudios.com

You will also be able to track your item yourself, using the tracking number and link that will be sent to you upon confirmation of shipping.  Please check spam folders for this email, because sometimes they do hide in there.  

If you have selected and paid for Standard UK or Standard International shipping at the checkout, then no, unfortunately we cannot track your item.  

Very rarely we are contacted to let us know that a parcel has not arrived at all.  However, when it does happen, we replace the lost order.

Using Royal Mail's guidelines, we will only consider an order to be lost in transit and eligible for replacement after a specified delivery date cut-off point has passed.  The date is worked out as follows:

  • UK Standard Delivery - 10 working days after due date
  • UK Tracked Delivery - 5 working days after due date
  • Europe Standard and Tracked Delivery: 20 working days after due date
  • Rest of World Standard and Tracked Delivery: 25 working days after due date 

If you are concerned, please email us at:

support@rodneymatthewsstudios.com

We will investigate missing mail for you and will always work with you to resolve matters as quickly as possible.

As of 1st January 2021, we reduced our product prices and our shipping fees (as visible to EU customers) by 20%.  This is because we can no longer charge EU customers any sales tax on products or shipping purchased from us.  Instead, sales tax, as well as additional customs duties, will now be collected by customs authorities.

This means that after we have shipped your order, customs authorities will contact you (on the email address/telephone number that you have provided us) to collect payment of:

  • Sales Tax: you will pay the sales tax relevant to your country, i.e. the amount your government would apply if you were buying the same product in your own country; and
  • Custom Duties - a type of tax on cross-border goods that are collected as government revenue and to protect local industries.

To assist customs, and to make sure that you are charged correctly, we will complete all necessary customs declarations and, where appropriate, will either attach to your parcel or submit electronically.

We are processing, fulfilling and dispatching orders as normal.  

Shipping delays are however being experienced worldwide.

We send the majority of our orders by Royal Mail, who, like other shipping companies, are currently experiencing  staff shortages and higher than normal volumes of mail.  By going to the Royal Mail website, you can find up-to-date information on the status of their services.  To view UK Service Updates, please click here.  To view International Service Updates, please click here.
We are continually monitoring the situation and using alternative courier companies if feasible.

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