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CONTACT US
Email: info@rodneymatthewsstudios.com
We receive a lot of emails and it often takes time to answer everyone, so please bear with us. If your query is urgent, please write URGENT in the subject line and we will try to get back to you within 24 hours.
Telephone: +44 (0)1285 672122
Our telephone is not always manned but please leave a message and we will get back to you.
Mailing address: Rodney Matthews Studios, PO Box 1270, Cheltenham, GL50 9ZP, United Kingdom
ORDER PROCESSING TIMES
Depending upon the items in your order it can take us up to 7 working days for us to prepare for shipping:
— Prints take approximately 7 working days
— Original artworks take approximately 3 working days
— Books, CDs, Greetings Cards, Notecards and Posters take approximately 1 or 2 working days
Please scroll to the bottom of this page for a more detailed explanation about our ordering times.
SHIPPING SERVICES AND TIMES
When your order is ready to ship we will use one of the following services:
UK
— Royal Mail Tracked 24, delivery aim next working day
— Royal Mail Tracked 48, delivery aim within 2 working days
— Royal Mail Special Delivery Guaranteed by 1pm, delivery aim next working day by 1pm
— UPS Express Saver (for original artworks only), delivery aim next working day by noon
EUROPE
— Royal Mail International Tracked, delivery aim within 5 working days
— UPS Express Saver (for original artworks only), delivery aim within 5 days by end of day
REST OF WORLD
— Royal Mail International Tracked, delivery aim within 7 working days
— UPS Express Saver (for original artworks only), delivery aim within 5 days by end of day
URGENT ORDERS
We understand that sometimes an order is required urgently—birthdays often creep up faster than expected for us too. 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 with the word URGENT in the subject line and we will do our best to make this possible. PANIC OVER!
TRACKING INFORMATION
We only use tracked shipping methods. Your tracking details will be sent by email as part of your shipping confirmation.
INTERNATIONAL CUSTOMS TAXES AND DUTIES
EU orders below €150 (the IOSS limit) include EU VAT. Your parcel will pass through customs quickly and be delivered to you with no extra fees to pay.
US orders below $800 will be sent PDDP (postal delivery duties paid). Your parcel will pass through customs quickly and be delivered to you with no extra fees to pay.
All other orders will be shipped DDU (delivery duties unpaid). The prices you see on our website are tax-free. This means that WE will not charge you sales tax. Your parcel will be held by your local customs authority, which will contact you with details of any sales taxes and duties you have to pay. You may also be charged a small handling fee by the postal company/courier. Once you have paid these fees your parcel will be delivered to you.
To assist customs and ensure you are charged correctly, we will complete all necessary customs declarations and, where appropriate, either attach them to your parcel or submit them electronically.
DAMAGED/DELAYED/LOST PARCELS
If you experience any problems, please email us at info@rodneymatthewsstudios.com and we will work with you to investigate and resolve matters as quickly as possible.
If your order does get damaged or lost in the mail, we will replace it for you.
Using Royal Mail's guidelines, we will only consider an order lost in transit and eligible for replacement after a specified delivery date cut-off point has passed. We work out this date using Royal Mail's calculation:
— UK, 5 working days after the due date
— Europe, 20 working days after the due date
— Rest of World, 25 working days after the due date
MORE ABOUT OUR ORDER PROCESSING TIMES
Prints take approximately 7 working days.
Why so long? With only a few exceptions, our art prints are made to order. When we receive your order we give our award-winning printers a call and ask them to add your print to our total order—like us they are only a small company of two, so they work feverishly! Our printers make a three-hour round trip to hand-deliver our order, but it is 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 artworks take approximately 3 working days.
Original artworks 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, Greetings Cards, Notecards and Posters take approximately 1 or 2 working days.
We keep these items in stock and so should be able to ship them the same or next day.