FAQs

 

ORDERS

How long will my order take?

Orders are processed on Mondays after 12:00 (midday) will be dispatched by Second Class Royal Mail (2-3 working days). It should arrive within 4-10 working days depending on the day you placed your order. You will receive a confirmation email when your order has been processed and dispatched.Please note that any orders made after 12:00pm Monday will not be processed until the following week.

 

My order hasn’t arrived?

Please allow up to 14 working days after receiving the email confirming the dispatch of products before contacting us. If you were unavailable when Royal Mail tried to deliver and the parcel would not fit through your letterbox, they may have posted a card through to tell you the parcel has been returned to their depot. The Royal Mail card should tell you how to arrange redelivery or collection from the depot: please check for this kind of card before contacting us.

 

Can I amend my order after I’ve placed it?

Unfortunately, your order cannot be amended after you have placed it. It may be possible to cancel your order (see below) and then place a new order with us.

 

Can I cancel my order once it has been made?

You are able to cancel your order up until the day of dispatch by emailing our customer care team at info@artisticautistic.co.uk. Please put CANCELLATION as the message title and in the email provide the order number (given on the confirmation of order email). We dispatch orders on Mondays so you will have up until midnight Sunday to cancel your order.

 

What do I do if my order is missing an item?

Please contact our customer support team at info@artisticautistic.co.uk to explain the situation and we will arrange a replacement.

 

There’s a faulty item in my order?

As stated to our Returns Policy (refer to ‘Can I return my order for a refund’), we will refund damaged or faulty products.

 

How much does postage and packing cost?

We charge a flat fee of £2.99 for Second Class postage. All items are sent via Royal Mail standard delivery.

 

Where do you deliver?

We only deliver within the UK (England, Northern Ireland, Wales, Scotland, Channel Island and Isle of Man). Unfortunately, we do not routinely deliver overseas at the moment, however if you are keen to receive an order overseas, please email us (info@artisticautistic.co.uk) with details of the products you would like and where you would like them mailing to and we may be able to arrange a custom delivery.

 

Do I need to sign for my delivery?

No. All products will be delivered via Second Class Royal Mail and no signature is required.

 

Do you deliver to PO BOX addresses?

Yes

 

PAYMENT

How can I pay?

You can checkout with Paypal. You can do this if you have an account with PayPal or as a guest just using your card details.

 

 

RETURNS

Can I return my order for a refund?

As we are a small community interest company, Artistic Autistic can only offer return and refund for products that arrive damaged or defective. If your product arrives damaged or defective, please email us (info@artisticautistic.co.uk) within 21 days of delivery of your product and attach a digital image of the damage or defect (along with a clear description of the problem) and we will then arrange return of the product and a full refund.

 

Is it possible to exchange the items I ordered?
As we are a small community interest company, Artistic Autistic are only able to make refunds for damaged products. We cannot offer exchanges or credit for returned products. If you wish to receive another item, please make a new order for this item.

 

SHOPPING

How will I know when a product is back in stock?

Please check the product overview on the website where it indicates if a product is n stock. We aim to restock all products within 2 weeks.