Delivery & Returns
Heritage Digital and/or a third-party supplier will deliver the Goods to the address specified in your Order. Please be clear and precise about your address when placing your Order.
We cannot accept any liability for any loss or damage to the Goods arising after being delivered to you.
Standard gifts and homeware
Every effort will be made to dispatch the Goods in your Order within three (3) working days from receipt of your Order.
Unframed prints
Every effort will be made to dispatch the Goods in your Order within three (3) working days from receipt of your Order.
Framed prints
Every effort will be made to dispatch the Goods in your Order within ten (10) working days from receipt of your Order.
Hand-made gifts and homeware
Every effort will be made to dispatch the Goods in your Order within fourteen (14) working days and in any event within 28 days from receipt of your Order.
General
- If you order two or more Goods, they may be dispatched separately and arrive with you at different times.
- Please contact us should you wish to request international delivery, which may be available for specific items, at enquiries@merl-shop.co.uk, subject to clause 6.d.
- If there are any changes to the details supplied by you, it is your responsibility to inform us as soon as possible by contacting us at enquiries@merl-shop.co.uk.
- We reserve the right to reject orders from the following countries: Armenia, Azerbaijan, Belarus, Georgia, Romania, Ukraine, Morocco, Turkey, Macedonia, Bosnia Herzegovina, Albania, Serbia, Indonesia, Uganda, and Nigeria.
Risk and title
If your Order does not arrive within the advised delivery times, please contact us at enquiries@merl-shop.co.uk.
CANCELLATION AND RETURNS POLICY
This section sets out your rights to return Goods or cancel an Order under defined circumstances.
You can buy the following types of Goods from The MERL Shop:
- Unframed prints and framed prints
- Made to order products
- Standard Gift Shop products
Image Prints and Framed Prints
Image prints and framed prints are printed to order. Framed prints will be mounted in one of our standard wall frames.
You may cancel your Order prior to dispatch or within 14 days of receiving your print.
You may return a print or framed print if you are unhappy with the product or no longer want the item when you receive it. You will be responsible for the cost of returning the unwanted print.
We recommend you use a tracked, insured service. However, if an unframed print or framed print is faulty or damaged when you receive it, you may return the item for a replacement or a refund. You must notify us of any fault or damage within 14 days of receipt. Please email us at enquiries@merl-shop.co.uk and provide the following information:
- Your details
- Your Order number
- A photo of the damage to or fault with the item and packaging.
We will arrange for a customer returns form to be sent to you. We will arrange for the return of the faulty item at our cost. A replacement item or refund will be issued on the return of the defective item.
Gifts and homeware
Gift shop products are treated as manufactured items. You have the right to cancel your Order prior to dispatch or within 14 days of receiving your goods, and you will receive a full refund.
If you wish to cancel your Order, email us at enquiries@merl-shop.co.uk as soon as possible, but at the latest within 14 days of receiving your Goods. You may also download our customer order cancellation notification and email or post it to us.
If Goods have already been received, you will be responsible for returning the Goods including all costs. You must return goods within 14 days of notifying us of your intent to cancel. We recommend that you use a tracked, insured service.
If you cancel your Order in accordance with these Terms and Conditions of Supply, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day, you have given notice of your cancellation. In this case, we will refund the price of the Goods to be returned in full (including the original postage cost of sending the Goods to you).
If your gift shop product or limited edition print is faulty or damaged when you receive it, you may return the item for a full refund. You must notify us of any fault or damage within 14 days of receipt. Please email us at enquiries@merl-shop.co.uk and provide the following information:
- Your details
- Your Order number
- A photo of the damage to the item and packaging.
We will arrange for a customer returns form to be sent to you. We will arrange for our designated courier service to collect the faulty item at our cost. A refund will be issued on the return of the defective item.
In all cases, we will only refund the payment card used in the original purchase.