Help and FAQs
HOW CAN I CONTACT RODNEY MATTHEWS STUDIOS?
By Email: firstname.lastname@example.org
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?
HOW LONG WILL IT TAKE TO PROCESS MY ORDER?
Art Prints take around 5 working daysWhy 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 daysRodney'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 DaysWe 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
Europe delivery aim is 3 to 5 working days
Rest of the World delivery aim is 6 to 7 working days
* 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.
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