Frequently Asked Questions
1) How Can I Contact You?
2) Can You Provide Canvases In Sizes Which Are Not Listed On The Website?
3) The Product I Want Is Out Of Stock - When Will It Be Back In Stock?
4) Are You Able To Take Orders Over The Phone?
5) I Am A New Customer – How Do I Register?
6) Which Credit / Debit Cards Do You Accept?
7) How Do I Return A Product?
8) Can I Cancel An Order?
9) My Parcel Is Late – What Shall I Do?
10) My Parcel Has Arrived But It Is Damaged - What Shall I Do?
11) Is VAT Included in Your Prices?
12) Will I Receive A VAT Invoice?
13) Can I Set Up A Purchase Account And Be Invoiced At A Later Date.
14) Why Is There A Question Mark In The Cart Summary?
15) Why Does It Say My Cart Is Expired?
16) When I Add a Product to My Cart It Says ‘Your Cart Is Currently Empty’
17) I Have Forgotten My Password - How Can I Retrieve It?
18) I Have Forgotten Which Email Address And Password I Have Used
19) I Have Requested A Password Reminder Email But Have Not Received It.
20) How Do I Change My Email Address Or Other Details Of My Record?
21) How Do I Change My Password?
22) Is It Safe To Make Payments On Your Website?
23) How Long Is the Delivery Time or Cost of Shipping?
24) How Can I Get Free Shipping?
25) Which Parcel Delivery Service Do You Use?
26) I Live In A Country Which Is Not In Your Shipping Options. Is It Possible To Make An Order?
27) I Have A Question That Is Not Listed Here, What Do I Do?
Answers
1) How Can I Contact You?
You can contact us by email, telephone or by post. Please visit our contact page for full details.
2) Can You Provide Canvases In Sizes Which Are Not Listed On The Website?
Unfortunately we are not able to provide canvases which are not listed on the site. However, if the canvases you require are listed but not stocked in sufficient quantities please feel free to give us a call to find out when they will be in stock or if we can accommodate your order by ordering extra quantities direct from our supplier.
3) The Product I Want Is Out Of Stock - When Will It Be Back In Stock?
Please contact us and we will let you know when the item will be back in stock.
4) Are You Able To Take Orders Over The Phone?
Sorry, No. We do not currently have the facilities to take payments over the phone. However, this is likely to change in the future?
5) I Am A New Customer – How Do I Register?
Place the items you wish to buy in your cart and click on the checkout link on the right hand side. You will then be given the option of opening a 'Personal' or 'Business Account' where you will be asked to enter the relevant details.
6) Which Credit / Debit Cards Do You Accept?
We currently accept Visa, MasterCard, Solo, Maestro, Delta and Visa Electron. We are currently unable to accept American Express.
7) How Do I Return A Product?
You may return unwanted, undamaged and unused products within seven working days of receipt of the goods and receive a full refund. Please contact us by email or phone prior to returning goods. Please note that products such as canvases are supplied in a protective cellophane dust cover. This cover is classed as part of the product and must be intact for the product to be classed as undamaged.
8) Can I Cancel An Order?
Yes, providing your order is not with our parcel delivery service you can cancel an order by contacting us by phone or email and receive a refund. If it is with our parcel delivery service then you will have to wait until you receive it and send it back to us as described in the answer above.
9) My Parcel Is Late – What Shall I Do?
If your parcel has not arrived after the stated delivery time please contact us by email or text and we will look into it for you.
10) My Parcel Has Arrived But It Is Damaged - What Shall I Do?
If your parcel has arrived damaged or not as described please keep the parcel as it has arrived complete in the packaging and notify us within 48 hours of receiving the goods. Please only return goods once you have prior clearance from us.
11) Is VAT Included in Your Prices?
Yes, VAT at 17.5% is included on the prices of all products on our website. No VAT is charged on the cost of shipping.
12) Will I Receive A VAT Invoice?
Yes, every order includes a VAT invoice, usually located in the 'Documents Enclosed' pouch on the front of the parcel.
13) Can I Set Up A Purchase Account And Be Invoiced At A Later Date.
We are currently unable to offer credit on account, however you are welcome to register an account on the website and make orders in the usual way.
14) Why Is There A Question Mark In The Cart Summary?
We have included a visual 'Cart Expiry Indicator' in the summary of the cart to indicate when the cart will become expired. This is usually after 30 minutes of inactivity on the site. With JavaScript turned-on on your browser rolling over the question mark give and explanation of the 'Cart Expiry Indicator'.
15) Why Does It Say My Cart Is Expired?
If it says your cart is expired immediately after putting items in your cart, this is due to the visual 'Cart Expiry Indicator' relying upon the time on your computer being set correctly. Your cart has not expired, but it will do after 30 minutes of inactivity on the site. If you have been inactive on the site for over 30 minutes then your session would have expired and you would need to put the items back in your cart to make the purchase.
16) When I Add a Product to My Cart It Says ‘Your Cart Is Currently Empty’
When adding products to your cart enter the quantity in the box provided before clicking on the 'Add to Cart' button. Each 'Add to Cart' button only works for the product lines directly above.
17) I Have Forgotten My Password - How Can I Retrieve It?
Click on the 'forgot password?' link just below where you normally enter you username and password and you will be prompted to enter your email address. You will then receive your password in an email.
18) I Have Forgotten Which Email Address And Password I Have Used.
We suggest you try all your possible email addresses in the 'forgot password?' section (as above) - when the correct address is recognised a password reminder email will be sent to you and you will be notified of this on screen.
19) I Have Requested A Password Reminder Email But Have Not Received It.
Some email providers such as Hotmail have over sensitive spam filters. Please check your Junk folder and mark the email as 'Not Junk,' it will now be placed in your inbox. To prevent problems like this from happening again you can add admin@ artistsblankcanvas.co.uk and sales@artistsblankcanvas.co.uk to your trusted senders list.
If you are using Outlook email client please click on the 'Send/Recv' button at the top of the Outlook window to speed up the receiving of your email.
If you still can not find your email please contact us and we will look into it.
20) How Do I Change My Email Address Or Other Details Of My Record?
Log-in using your existing email address and click on 'View Account' and then click on 'Edit Details'. Make sure you click on the 'Enter Details' button at the bottom of the 'Account' page for the changes to take effect.
21) How Do I Change My Password?
After logging in click on 'View Account' and then click on 'Edit Details'. You can change your password here by entering it in the 'Password' & 'Confirm Password' text boxes. Make sure you click on the 'Enter Details' button at the bottom of the 'Account' page for the changes to take effect.
22) Is It Safe To Make Payments On Your Website?
Yes, our website is hosted on a secure web server and we use The UK's leading payment provider to take payments. Additionally, your card details are never stored on our server and you will asked to enter your card details every time you order - this guarantees that there is no risk to you in the unlikely event of a security breach.
23) How Long Is the Delivery Time or Cost of Shipping?
Please visit our shipping information page for full details.
24) How Can I Get Free Shipping?
If the total value of your order is above £35 and you are having the order sent to a UK mainland address (excludes certain Scottish highland areas) then you will automatically receive free shipping.
25) Which Parcel Delivery Service Do You Use?
We usually use Parcelforce for most deliveries. However we may occasionally use Royal Mail for some small packages.
26) I Live In A Country Which Is Not In Your Shipping Options. Is It Possible To Make An Order?
No. Sorry, we are not able to accept orders if you live outside the UK.
27) I Have A Question That Is Not Listed Here, What Do I Do?
If your question is not listed here simply contact us and we will be happy to help you with your enquiry.