Delivery and Returns

How long can delivery of artwork take?

For all orders of artwork, we advise delivery of up to four weeks from placing your order. Many of our pieces are handmade to order just for you here in the UK. Books and gift vouchers are delivered within 2-3 working days.

Please note that if multiple artworks are purchased within the same order, they may be delivered separately for efficient delivery.

If you have any special requirements or questions for delivery, please get in touch.

 

Received a text from Castle?

If you've received a text from Castle about delivery, your order is packed and ready and we will be arranging delivery by DPD on the date provided in the text. If you'd like to re-arrange this day, please call us on 0121 655 0019. 

 

Free UK delivery

DPD delivery

We're pleased to offer free UK delivery on all artwork and sculpture orders. In most cases, you'll receive your delivery by DPD so you can live track your order while it's en route. You'll receive a one hour window and a range of options (right) if you're not able to be around for delivery. For orders delivered via DPD, you will receive a PIN code which you will be required to give to the delivery driver in order to take receipt of your artwork.

Personal delivery

In some cases where we're not able to use a courier (typically because the artwork is too delicate), then you'll receive a personal delivery from a member of the Castle team. We'll always call you before arranging a delivery to make sure we can fit around you.

Click & collect

We are operating a free click-and-collect service at our galleries in England and Wales.

 

Worldwide delivery

All of our international orders are delivered via DHL. You will receive tracking details from DHL on the day your artwork leaves Castle HQ.

For all international deliveries standard glass is replaced with higher rated UV filtered Art Screen and museum grade glass with a museum grade Art Screen, to ensure safe delivery as all orders are fulfilled from our headquarters in Birmingham, UK. 

All international orders from the website are sent Delivery Duties Paid, which means that there are no hidden tax/duty costs when purchasing internationally.

United States delivery

We are pleased to offer free delivery to the United States*. 

EU delivery

Delivery within the EU is available for £50, and will usually be passed to your local or national delivery provider once your order has left the UK. We'll provide you with all the tracking information as soon as your order is ready for delivery*.

Rest of World delivery

Delivery outside the EU or United States is available for £120, and will usually be passed to your local or national delivery provider once your order has left the UK. We'll provide you with all the tracking information as soon as your order is ready for delivery*.

*All artwork by Nic Joly, and original artwork by Illuminati Neon are excluded from the prices shown above, as these are more delicate and need to be palletised to secure their safety. So any purchases of these artworks will be £500GBP for purchases outside of the UK.

 

Will I pay tax on my order?

Outside the EU

Good news! If you're outside the EU,  in most cases we're able to remove the VAT (UK sales tax) from the price of your order. 

You may be liable to pay an import fee. This varies from country to country so we advise to check your own government website to see which rules apply to you. 

Within the EU

If your artwork is being delivered within the EU, the VAT will be removed from your order and charged at the border as import duty.

 

Returns

Can I return a piece of art?

We want you to be absolutely happy with your artwork, so we offer a 14 day cool off period for you to take a look at the artwork in your home and make sure you're comfortable with it. If for any reason you decide it's not for you, we'll either come and collect the artwork or arrange to collect the artwork free of charge, alternatively you can drop the artwork into your local gallery*.

For orders outside of the UK, the same applies - please contact us and we can arrange collection of the artwork.

How to arrange a return

If you received the artwork by home delivery and you'd like us to pick up your artwork from your home, you'll need to have all the packaging you received with the order so we can pick the piece up safely. If you no longer have the packaging, you can return the piece to your local gallery.

Simply get in touch to let us know you're looking to return your piece, if you have your order reference number to hand that will help us locate your order details.

Order error or damages

While we make every effort to make sure the artwork arrives with you in perfect condition, if for any reason you're not happy with the condition of your order then let us know straight away.

When you're collecting your order from one of our galleries, have a look over the piece to make sure you're happy with the piece.  

Refunding

If you're returning a piece of artwork to us, once that has been received either by collection or dropping off at your local gallery, your refund will be arranged.

 

Introducing Ultimart Insurance

 

Making A Complaint

We always aim to give you great service with Castle Fine Art but if you’re feeling unsatisfied with your experience then please let us know. In the first instance if you’re in contact with an art consultant or local gallery you can raise your query with your current point of contact, alternatively if you’d prefer you can contact our head office team by any of the methods below.

By Telephone - +44 (0)121 655 0142 (Monday – Thursday; 9am – 5:30pm. Fri; 9:30am - 5pm)

By Email - clientservices@castlefineart.com

By Post -

FAO Customer Complaint

Castle Fine Art Head Office

Unit 29-31

Level 2, The Mailbox, Wharfside

Birmingham

B1 1RD

We aim to respond to all queries made by email within two working days. If you have written to us by post, please specify your preferred contact method for a response. We aim to provide written responses within 28 days of receipt

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk