Frequently Asked Questions
Q: How much is shipping/postage?
A: Shipping is calculated based on size, weight, and location.
If you are in the UK postage starts at £1.25 for postcards and increases to £5.00 for my Limited Edition Fine Art Prints.
If you are outside the UK postage starts at £2.50 for postcards and increases to £10.00 for my Limited Edition Fine Art Prints. Shipping for commissions and originals may be more than this and is calculated on a case-by-case basis depending on size, insured value, and destination country.
Q: Do you ship worldwide?
A: I ship to Europe, the United States, Canada, New Zealand, Singapore, and Australia. I am in the process of adding additional countries to my shipping destinations so if you don’t see your country on the list please get in contact.
Due to customs changes in Europe, you may be liable to import and VAT charges in your country upon receiving your package.
Q: When will I get my order? (UK Customers)
A: I aim to send all in-stock products within 1 week. Please bear in mind Ruth's Portraits is a one-person business. I make all the artwork of course, but I also run the website, online shop, pack every order and answer every email.
All UK orders (except Originals) are sent via Royal Mail Tracked 48 and you will receive a tracking ID with a notification that your order has been dispatched.
Original drawings are sent via Royal Mail Special Next Day Delivery with insurance covering the value of the drawing.
UK orders take between 1-2 business days to arrive from the day they are dispatched.
Tracking availability for international orders varies by country. Typically they arrive within 2-6 weeks but delays do happen.
Q: Do you offer priority shipping?
A: I do not offer rush shipping at this time.
Q: I am an international customer and my tracking number has stopped updating. Is my package lost?
A: Depending on the country will depend on how the tracking number is handled. Often the tracking number for standard shipping will stop updating once your package has left the UK (it will say something like International distribution center or received by customs).
Q: What happens if my order is lost or damaged? (International Customers)
If your package does not arrive after 8 weeks of the shipping date then please get in contact with me.
I, unfortunately, cannot refund or replace missing or damaged international orders. I do not provide exceptions to this policy. Please keep this in mind when placing orders in my store.
It is the customer’s responsibility to pick up their package from their local postal carrier. I will not provide a refund or replacement if you fail to collect your package and it is returned to me, as these packages - having traveled sometimes across the world twice - are never returned to me in good condition.
Due to Brexit, orders to Europe including ROI are experiencing longer delays and customs hold-ups that are beyond my control.
Q: If I order an in-stock item along with a pre-order item, when will my items ship?
A: Orders containing pre-order items will not ship until all items are ready.
Q: I accidentally entered the wrong address for my order. What do I do?
A: Please email me at firstname.lastname@example.org as soon as possible with your order numbers and the correct shipping address. If the order has not shipped, I can change the address.
If the order has shipped, I am not responsible for missing orders sent to incorrect or undeliverable addresses issued by the buyer and no refunds will be issued.
Q: Will you mark international orders with a lower value to avoid customs and/or taxes?
A: No, this is illegal. Buyers are responsible for all taxes and fees associated with their orders. This includes commissions and originals as well as prints. Please bear this in mind when placing an order.
Q: Can I include a gift message or a note with my order?
A: Yes! I love when my art is sent as a gift. Please message me as soon as possible with your order number and message and whether you require unbranded packaging.
Q: Do you offer cancellations, returns, or exchanges?
A: All sales are final and I do not offer cancellations, returns or exchanges. This also applies to pre-orders. Please read each description carefully. If you have mistakenly ordered duplicate items please email me. I can refund you for them so you only receive the quantity you intended to purchase.
In the unlikely event that you have received the wrong product due to my error, please submit photographic proof via email and I will be happy to send a replacement product.
For international customers, please see the section on International Customers
Q: Can I get your artwork tattooed?
A: I currently have a tattoo ticket policy. If you are interested please contact me at email@example.com