Help and FAQs

HOW CAN I CONTACT RODNEY MATTHEWS STUDIOS?

By Email: info@rodneymatthewsstudios.com

    All emails will be responded to by Sarah Matthews as swiftly as possible.  If your email is urgent, please mark it URGENT in the subject line – thank you!

    By Telephone: +44 (0)1285 706388

      Please note our telephone is not manned, but if you leave a message we will get back to you.

       

      DO YOU SHIP WORLDWIDE?

      Yes

       

      HOW LONG WILL IT TAKE TO PROCESS MY ORDER?

      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.

       

      HOW LONG WILL IT TAKE TO DELIVER MY ORDER?

      UK delivery aim is next 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 - we use 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 - we use 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.

                 

                IF MY ORDER IS URGENT CAN YOU SPEED UP THE PROCESS FOR ME?

                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 us and we will do our best to make this possible. 

                PANIC OVER!

                 

                I DO NOT LIVE IN THE UK – WHAT DO I NEED TO KNOW ABOUT SALES TAXES AND CUSTOMS DUTIES?

                We will not collect any taxes on your order; accordingly the prices you see on our website do not include tax.  After we have shipped your order, customs authorities will contact you to collect payment:

                • 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.

                 

                CAN I TRACK MY PARCEL ONCE IT HAS BEEN SHIPPED?

                If you selected and paid for Tracked UK or Tracked International shipping at the checkout, then yes, this is possible.  Your tracking number and link will be provided on your shipping confirmation email. 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.  

                 

                I THINK MY PARCEL IS LOST, WHAT SHOULD I DO?

                If you are concerned, please email us and we will work with you to investigate and resolve matters as quickly as possible. 

                If your order does get lost in the mail, then we will replace it for you.

                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 


                  ARE YOU EXPERIENCING ANY SERVICE ISSUES?

                  UPDATED 19.02.22

                  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.