Order Cancellations and Returns Policy
Our order cancellation & returns policy is below. We suggest you familiarise yourself with this prior to purchasing from our website.
If you cannot find the information you are looking for here please visit our FAQ page, or contact our friendly customer care team who will be happy to help you.
I want to cancel an order
Orders can be canceled so long as the order has not been completed, once the orders have been completed on our system, they are packed and then moved into pallets, so we cannot attempt to reclaim your parcel. Once the order is complete you will receive an email and invoice notifying your order is complete. If you need to make a change it would be best to either use the live chat from the home page on the web site or email us within minutes of placing your order at artsupplies@zieler.co.uk
I want to amend a product on my order
If you are unsure the item in your order is correct and you wish to make a change, please contact us before your order is completed. We will need to cancel and refund your order and you will need to place a new order.
I want to change the shipping address on my order
We cannot edit orders once your order has been completed, if you wish to edit a shipping address this can be changed prior to the order being completed. So you will have to contact us ASAP once your order has been placed.
How can I return an item?
You can return items to us within 14 days for refund at your own expense and using your chosen carrier. You must obtain proof of postage.
Alternatively we can arrange collection for a parcel via DPD from you if you are located in Zone 1 UK, the cost for this will be £6.75 and deductible from any refund. Please note DPD will only make 2 attempts to collect there after we cannot offer this service.
Please enclose a completed copy of our returns form and send to:
Tannegate Limited T/A Zieler Art Supplies
Unit B2
Ullswater Industrial Estate
Cousdon
Surrey
CR5 2HR
If you are arranging for the goods to be returned to us:
Items are returned at the customer’s own risk and we cannot accept liability for any returns damaged or lost in transit. Your order must be returned to us unopened and unused with the original presentation box, with any protective packaging and any cards or tags included. All returns are quality checked and items that do not meet our returns policy will be declined and may be sent back to you.
Refunds that are accepted will be credited to the payment method used to place the order (excluding a re-stocking and admin cost of £4.95). We are unable to issue refund receipts.
My item is damaged
We do make every effort to ensure your order is delivered in good condition however, occasionally some products can get damaged during delivery so we please ask you inspect your order upon receipt.
If your order has arrived damaged, you must email us photos within 3 days of receiving your order. We will require 3 photos damage to the product, photo of the outer box and a clear photo of your DPD address label.
If an item in your order is faulty, you must email us photos within 7 working days.
Please email clear photos to us, including photos of how the box arrived at artsupplies@zieler.co.uk and we will get back to you as soon as we can to resolve this.
If you have owned your item for longer than the above, we will deem your order as accepted.
Important Information
If for any reason, you wish to return a product bought from Zieler Art Supplies, your statutory rights are not affected under the Distance Selling Regulations.
Items are returned at the customer’s own expense and risk. For larger items such as easels, boards and print racks, we recommend insuring your return and that you obtain a free Certificate of Posting as we cannot be held responsible for any returns that arrive damaged or fail to arrive.
Please don’t hesitate to contact our customer service team at artsupplies@zieler.co.uk if you would like further information or clarification.