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Shipping & Returns Policy

Last updated: 5 April 2026

This Shipping & Returns Policy explains how orders are processed, delivered, returned, and refunded when you purchase from Marcela Pepper via www.marcelapepperart.com.

Nothing in this policy affects your statutory rights under UK consumer law.

PART A — SHIPPING

1. Order Processing

  • Orders are processed once payment has been received and cleared

  • You will receive an order confirmation email after purchase

  • For custom, commissioned, or made‑to‑order artwork, production will begin only after details and payment (or deposit) are confirmed

Processing times may vary depending on the nature of the artwork.

2. Processing Times

  • Ready‑to‑ship items: usually dispatched within 3–7 working days

  • Commissioned or custom artwork: dispatch times are agreed individually before work begins

  • Any significant delays will be communicated by email.

3. Shipping Destinations

We currently ship:

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  • Within the United Kingdom

  • To selected international destinations (where available at checkout)

  •  your location is not listed, please contact us before placing an order

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If your location is not listed, please contact us before placing an order.

4. Shipping Methods and Costs

​Large canvas paintings are shipped unstretched to reduce shipping costs and minimize the risk of damage. The canvas is carefully removed from the stretcher bars, rolled with the painted side facing outward, fully protected, and placed inside a sturdy, heavy‑duty shipping tube.

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Re‑stretching: Upon delivery, the recipient will need to take the canvas to a local frame shop to have it re‑stretched.

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  • Shipping costs are calculated and displayed at checkout

  • Costs vary based on item size, weight, value, and destination

  • Orders are usually sent using tracked delivery services

  • Artwork may be insured in transit depending on value

 

All shipping charges are shown clearly before purchase.

5. Delivery Estimates

Delivery times are estimates and apply from the date of dispatch, not the order date.

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Typical delivery times:

  • UK: 1–5 working days after dispatch

  • International: varies by destination and customs processing

 

We are not responsible for delays caused by postal services, customs, strikes, or events beyond our control.

6. Customs, Duties, and Taxes (International Orders)

For international orders:

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  • Customs duties and import taxes may be charged by local authorities

  • These charges are the responsibility of the recipient

  • We cannot predict or control customs processing times or fees

 

Please check your local import regulations before ordering.

7. Incorrect Addresses

Please ensure delivery details are accurate at checkout.

We cannot be held responsible for:

  • Delays or loss due to incorrect or incomplete addresses

  • Additional shipping charges resulting from address errors

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8. Risk and Ownership

Under UK consumer law:

  • Risk of loss or damage passes to you once the Goods are delivered

  • If Goods arrive damaged, your rights are protected as set out below

PART B — RETURNS & CANCELLATIONS

9. Your Statutory Right to Cancel (UK & EU Customers)

If you are a consumer purchasing online and based in the UK or EU, you have the legal right to cancel your order within 14 days, without giving any reason.

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Cancellation period:


14 days from the day you receive the Goods, or if delivered in parts, from the day the final item is received.

10. How to Cancel Your Order

To exercise your right to cancel, notify us by a clear written statement (for example, by email).

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Email: info@marcelapepperart.com

Please include:

  • Your name

  • Order number

  • Item(s) you wish to return

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No specific form is required.

11. Returning Goods

Once you have notified us of cancellation:

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  • Goods must be returned within 14 days

  • Items must be in the same condition as received

  • Original packaging and documentation should be included where reasonably possible

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You are responsible for taking reasonable care of Goods while they are in your possession.

12. Return Shipping Costs

  • You are responsible for return shipping costs unless the item is faulty or misdescribed

  • We recommend using a tracked and insured service for returned artwork

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We are not responsible for items lost or damaged during return transit.

13. Refunds

​If you cancel within the statutory period:

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  • We will refund all payments received excluding standard delivery costs

  • Refunds will be issued within 14 days of receiving returned items or proof of return

  • Refunds will be made using the original payment method unless otherwise agreed

14. Diminished Value

If returned Goods show signs of handling beyond what is necessary to inspect them (for example, damage, marks, or wear), we may deduct a reasonable amount from your refund to reflect any loss in value, as permitted by law.

15. Items That Cannot Be Returned

Under UK law, the right to cancel does not apply to:

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  • Custom, made‑to‑order, or personalised artwork created to your specifications

  • Commissioned artwork once work has begun

  • Digital content once download or access has started with your consent

  • Sealed items not suitable for return for health or hygiene reasons once unsealed

  • Goods that deteriorate quickly or are inseparably mixed after delivery

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​These exclusions are permitted under Regulation 28 of the Consumer Contracts Regulations 2013.​​​​​​​​​​​

16. Digital Products

For digital downloads or digital artwork:

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  • Delivery begins immediately after purchase

  • By completing your purchase, you consent to immediate delivery

  • You acknowledge that your right to cancel is lost once download or access begins

17. Faulty, Misdescribed, or Damaged Goods

If an item is:

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  • Faulty

  • Damaged

  • Not as described

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Your rights are protected under the Consumer Rights Act 2015.

Please:

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  • Contact us as soon as reasonably possible (ideally within 48 hours of delivery)

  • Provide photographs where appropriate

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We will offer a repair, replacement, or refund as required by law, and reimburse reasonable return shipping costs.​​​​

18. Damaged or Lost Parcels

If your order:

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  • Arrives damaged → notify us within 48 hours, including photos

  • Appears lost → contact us after allowing reasonable delivery time

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We will work with the delivery provider to resolve the issue fairly.

19. Contact Us

If you have any questions about shipping, returns, or cancellations, please contact:

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info@marcelapepperart.com

www.marcelapepperart.com​

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