Delivery & Returns

Contact Details

Your email address used at the checkout will be provided to the courier to provide tracking updates. We strongly recommend that you also provide a contact phone number as some couriers may use this to provide text updates or call you regarding any issues.

Delivery Methods

We use FedEx for most UK deliveries. Following despatch deliveries will typically arrive the following working day between 8am and 6pm, (excluding weekends and Bank Holidays). Please use a delivery address where there will be someone to receive collection and notify us when ordering if there are any weekdays you will not be at the address.

Deliveries made using Royal Mail will generally be collected the day after the booking and are typically sent using a 48H service, although Royal Mail does not guarantee 48-hour delivery. Delivery may take longer to more remote areas. Royal Mail will usually keep your parcel at a local post office if you are not available to receive delivery.

Very large bulk orders may need to be delivered by pallet. If this is the case, we will contact you to advise and work out a delivery day. You will need to ensure that you are available on the agreed delivery day. If you miss the delivery, fees may be applicable to redelivery and these will be charged to you. If for any reason pallet delivery is not practical for you, you will be offered an alternative solution or a refund.

Lead Time

When selecting a delivery option at the checkout, you will be advised of the total processing and delivery time for the different options available. Our standard delivery time for website products is 3-4 full working days based on our opening hours. Other delivery methods will vary. At busy times, or for very large orders, this may be longer. We will do our best to notify our customers when this is the case. In the event of any inconsistencies in advised lead times, lead time expectations should be based on the longer lead times.

For the purposes of delivery times and processing, when orders are placed before 10:30am, the day of ordering will be counted as the first full working day. For orders placed after this time, processing time will be counted from the following working day.

Urgent Orders

If your order is required faster than the advised lead time, you should consult our team before placing your order and we will advise whether this is possible.

Tracking Your Package

When we book your delivery for despatch we will enter your contact email for courier shipping notifications. You should then receive an email with tracking details directly from the courier. Please check your junk email and contact us if you do not receive this.

Remote & Offshore UK Locations

Please note that shipping to the Scottish Highlands, Northern Ireland and offshore UK locations may cost more than our normal delivery charges. Charges for these areas will be calculated at the checkout and based on your delivery address. If no delivery options are provided for your postcode, please contact us for a quote.

International Shippping

Our website is not currently set up to calculate international shipping costs. If you would like a quote for an order outside the UK, please add the products you would like to your basket and contact us with your full delivery address to request a quote. Please note that there is a minimum order value of £100 excluding VAT and delivery for international orders. Quotes provided will not include local taxes and customs/import duties – these will be charged directly to you by the courier. We are unable to cover any redelivery costs resulting from non-payment of customs, refusal of delivery or incorrect addresses.

Collection From Our Workshop

If you would like to collect from our workshop, this is offered as a delivery option at our checkout. Workshop collection is available during our opening times only which are 10am to 4pm Monday to Friday. We will contact you once your order is ready to collect.

Late Despatch

If your order has not been despatched within the expected timeframe, please get in touch.

Late Delivery

If your delivery has not been received within 2 days of your despatch notification, please give us a call and we will investigate this with the courier.

Missed Delivery

For FedEx deliveries, FedEx will typically reattempt delivery the following day for up to three working days in total. After three missed deliveries, the delivery will be returned to us, as the sender. Additional delivery charges may be necessary for any packages returned to the sender, regardless of whether delivery was charged on the initial order.

Royal Mail will typically take your parcel to the local post office if no one is available to receive delivery. This may vary by postal area.

For pallet deliveries, redelivery will be chargeable if delivery is missed. We will contact you beforehand regarding delivery date.

Returns

As our products are made to order, we are unable to allow returns for a product exchange or refund except in the case of incorrectly supplied products. We are unable to accept returns of accidental orders or orders no longer required. Please check the product size and specification at the time of ordering. All return requests must be submitted within 48 hours of receiving delivery.

Damaged Or Incorrect Delivery

If you have received your order and find that it is damaged or incorrect, please contact us to request replacements. We will require photographs of damaged products and quantities in order to provide replacements. Damaged deliveries must be reported within 12 hours of receipt due to our courier's policy. My Room Art shall not be held reliable for any third-party costs associated with rectifying quality, repair or replacement unless specifically agreed.

Changing Your Delivery Details

If you haven’t already received a despatch notification for your order, please call our team immediately and we may still be able to amend your delivery details.

If your order has already been despatched, it will not be possible to amend your delivery details until a delivery attempt has been made. You will need to contact the courier directly to amend your details. Contact us if you require help with this.

Custom Framing & Bespoke Work

For jobs including fitting and any other product or service requiring a bespoke quotation, we will advise a rough lead time when providing your quote. This may vary depending on the job requirements and our overall volume of work. If you require completion for a particular date, please make us aware of this at the time of ordering before making payment.

In rare circumstances we may need to extend our advised lead times. This may be due to a number of factors, including but not limited to the complexity of the job, the need to order special materials or tools or additional labour time required. Where this is the case, we will do our best to keep you informed. We thank you for your patience if this is the case with your order.