ORDER & DELIVERY

Order

 Please complete the order form accurately.

  1. After placing an order with payment, you will receive an email confirmation from Surtal Arts.

  2. Once the order has been booked with our shipping company (Hermes), you will receive an email with delivery time and a tracking number to check the status of your order.

  3. Please note of any problem in processing your order, we will notify you by an e-mail immediately.


Orders Multiple Objects

  1. If your order has multiple products, all the products will be shipped as one shipment.

  2. However, if you wish to receive some products earlier, please order these items separately to receive separate order number and delivery date.

 

Order Delays

We endeavour to avoid delays. However, if the event of any delay beyond our control we will contact you by telephone or email to update you. Also you are welcome to contact us info@surtalarts.co.uk  if you’ve been waiting longer than you should have and you haven’t heard from us.

Cancellation

Customers can change their minds or cancel their order within 24 hours of purchase by emailing us. Customers cannot change, cancel or modify orders after this period. Please note that this includes payment, shipping address and shipping method. After 24 hours Surtal Arts will consider the order as confirmed and start to process it.

Delivery

Though we take every care to ensure that the image of the product look same as when you receive it.  It is worth noting that sometime colour of some products may appear little different due to use of flash photography. 

Shipping & Charges

All shipping will be from our base in Derby, UK.   Please note we do not deliver outside the UK. Our price is inclusive of taxes and shipping charges.  We will give 10% discount on order over £30.

Delivery charges:

  1. In the UK we are able to ship to all over the country.

  2. All prices include shipping charges and all taxes

  3. 10% discount on order over £30

  4. We use Hermes and Royal Mail for as our courier service to ship out your good/s.

  5. Once we receive your order and payment has been cleared, we will book Hermes or Royal Mail to courier out your goods and you will receive an email giving you a tracking number to check status of our order.

Undelivered shipments, collection re-booking & cancellation charges

 

Undelivered Shipments

When Hermes is unable to deliver your parcel, having tried all available options, your shipment will then be returned.  £5 surcharge in addition to the return shipping costs

Failed collection charge

When a collection fails due to a shipper error, Hermes couriers charge is free for rebooking collection.

 

Cancellation

If you wish to cancel your shipment, a cancellation fee is applied £6 or the total shipping cost, whichever is less

Shipping Processing Time

  1. Once shipping has been booked, you will receive an email from Hermes giving you a tracking number and an estimated delivery time.

  2. Deliveries take place on Monday to Saturday, excluding bank and public holidays, usually within the hours of 8am and 6pm.

  3. You can then use our tracking system to see progress of your delivery. If there are any queries, please email us at info@surtalarts.co.uk.

 

Shipment Tracking

You will receive an e-mail informing you the date and time when your item has been shipped with a tracking number. You will then be able to check the status order by inserting the tracking number on Hermes’s website.

 

Insurance & Delivery

  1. We will have the option to insure your order at the final stage of your payment.

  2. If  your order has multiple products with different dispatch timings, all the products are shipped as one shipment, once all products in your order are ready. Order over £30 will receive 10% discount at the checkout.

  3.  You should receive your product undamaged and as per image seen on our website, but please note sometime colours of some products may appear little different due to photography.  Please email info@surtalarts.co.uk or phone us 07986640448 (WhatsApp) if you receive damaged goods within 24hrs. After this time no refund will be given.

  4. If you receive the good in damaged condition, you report this to us via email or by telephoning us.  You must take a picture of the package and product as evidence and send it to us.

  5. When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect without an extra charge.

  6. If item returns to us undelivered due to wrong address given by you, we will inform you by email. If you want us to redeliver to your new address, we will charge you for that shipment. This will be communicated to you by email or telephone. Please note, we will not be able to refund you for the product if you do not wish it have it redelivered.

  7. Delivery times are estimates and start from the date of dispatch. We will endeavour to send your order out as quickly as possible but we cannot be responsible for delays as a result of remote delivery locations or adverse weather conditions or custom clearance.

  8. Please note we cannot accept PO BOX address as delivery address


Contact Us

If you have any questions regarding shipping, please contact us at info@surtalarts.co.uk or +44 79866 40448 (WhatsApp)fo@surtalarts.co.uk or +44 79866 40448 (WhatsApp)