SHIPPING & RETURNS
SHIPPING
Customers receive complimentary free shipping for all orders to be delivered within the UK. Every order will be delivered 1st class with signature on delivery. Ready-made Artwork displayed on the website and in stock will be despatched within 3-5 working days of the date of the order confirmation email. Marinova Creative will endeavour to ensure every order is safely and securely packaged.
Due to the consultation with the customer and the bespoke nature of commissioned artwork (“Commissioned Artwork”), including time needed for drying and varnishing, despatch of Commissioned Artwork should take at least 2-3 weeks before they are despatched. Expected delivery time of Commissioned Artwork will be discussed during the initial consultation between the Customer and Marinova Creative.
Marinova Creative may not deliver to all countries. Customers are advised to contact Marinova Creative to ensure that delivery to the non-UK country is available and to receive further details regarding international shipping. Shipping costs will vary depending on the size, dimension and value of artwork. Marinova Creative shall not be responsible for any packages that are lost in transit.
Customers are responsible for any import duties or taxes that may apply. The prices on this website do not include overseas duties and other custom charges that may apply.
Marinova Creative wishes to draw your attention to some important terms regarding delivery:
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The risk of loss and damage of Artwork (i.e Canvas Art) or Commissioned Artwork passes to the Customer on the date when the Artwork is delivered or on the date of first attempted delivery of the Artwork.
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Whilst Marinova Creative will make every effort to despatch Artwork or Commissioned Artwork within the timeframe stated above, Marinova Creative will not be liable for any loss caused to the Customer by any late delivery or failure to deliver within the estimated timescales. Marinova Creative aims to keep the Customer updated if there are any delays and will endeavour to get your goods to you as soon as possible.
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Marinova Creative will attempt to deliver a Customer’s order to the delivery address stated on the Customer’s order form. If Artwork or Commissioned Artwork is returned to Marinova Creative as undeliverable either because of an incorrect address, or because of Customer failure to contact the courier company or collect the goods from the depot where requested, Marinova Creative will refund the price of the Artwork less delivery costs incurred by Marinova Creative plus any additional costs charged to Marinova Creative by the courier company for returning the Artwork.
AMENDING AND CANCELLATION
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Marinova Creative will consider requests for amending or cancelling orders if the Customer notifies Marinova Creative email of suggested amendments at Victoria@marinovacreative.com before the order is despatched. Amendments or cancellations cannot be made to orders that have already been despatched. Marinova Creative will endeavour to accommodate all amendment or cancellation requests from Customers that are received prior to order despatch. If the order amendment or cancellation request is accepted by Marinova Creative, the Customer will receive an email to confirm this.
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RETURNS
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If a Customer wishes to return artwork for any reason then they should email Marinova Creative within 14 days of receiving the artwork to request a refund. Marinova Creative does not accept refund requests after this 14 day timeframe. Customers are responsible for return shipping costs. Artwork must be returned in its original condition for a refund to be granted.
COMMISSION RETURNS
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All Commissioned Artwork is non-standard and made to order. By placing an order for Commissioned Artwork, you are deemed to have considered all factors that made affect the order and accept that you are entirely satisfied that it is the correct order. As such, Marinova Creative will not offer refunds for Commissioned Artwork.
Marinova Creative does, however, offer protection to the customer which consists of staged payments and updates as listed below:
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Stage 1: The Customer consults with Marinova Creative to agree specifications and price for the Commissioned Artwork. The Customer must pay a 50% deposit of the agreed price of the Commissioned Artwork (the “Agreed Price”) to Marinova Creative and this deposit is non-refundable.
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Stage 2: The majority of the Commissioned Artwork is completed by
Marinova Creative: Marinova Creative will provide the Customer with a progress image of the Commissioned Artwork. The Customer will be required to either: (i) submit written confirmation to Marinova Creative via email to confirm that the Commissioned Artwork is acceptable; or (ii) submit a written request to Marinova Creative via email for modifications to agreed specifications of the Commissioned Artwork. In order for Marinova Creative to continue with the Commissioned Artwork, a further 25% of the Agreed Price must be paid to Marinova Creative. This payment will be non-refundable.
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Stage 3: When the Commissioned Artwork has been completed, the final 25% of the Agreed Price must be paid to Marinova Creative before the Commissioned Artwork is dispatched to the Customer. This payment will be non-refundable.
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Please see commissions tab for further information.