Shipping Information

Order Processing Times and Shipping Times

Frequently asked Order Processing and Shipping Questions

Why does it take so long to process my order for an Art Print?

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 by the award-winning printers.  We phone the printers 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 by Royal Mail.

If my order is urgent, can you speed the process up 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 Sarah at sarah@rodneymatthewsstudios.com and we will do our best to make this possible. PANIC OVER!

Can you track my parcel's location for me?

If you have selected and paid for Tracked UK or Tracked International shipping at the checkout, then yes, we can do this for you.  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.  However, using the table above should give you a good guide as to when to expect it.

I think my parcel is lost, what should I do?

On occasion, customers may experience slight delays with shipping (particularly recently due to COVID-19) - in these cases, parcels normally arrive a few days later than expected.  Very rarely we are contacted to let us know that a parcel has not arrived at all.  If this is the case, then we will replace your order for you.  This would happen after a specified delivery cut-off point has passed, at which point your parcel would be considered lost in transit.  The cut-off point date, decided by the shipping company, is worked out as follows:

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

If you are concerned, please contact Sarah Matthews at sarah@rodneymatthewsstudios.com, who will investigate missing mail for you.  We always work with you to resolve matters as quickly as possible.

What do I need to know about customs?