SHIPPING AND DELIVERY
All UK-based orders are shipped via Royal Mail’s 2nd Class (Signed For) Service; this gives a bit of extra protection and ensures that they arrive at your address safely. However, if your order doesn’t arrive within 5 working days, please do get in touch and I will be happy to find out what has happened.
For customers outside of the UK, I use Royal Mail’s International Tracked and Signed Delivery Service. Again, this ensures only you receive your order, but it also allows you to track it while it is on route to you. Although, if you have not received your order within 10 working days, please do get in touch and I will let you know what has happened.
The rough delivery times for both of the Royal Mail Services that I use are as follows:
2nd Class (Signed For): Delivered within the UK in 2 to 3 working days
Royal Mail International Delivery: Delivery to Europe within three to five working days, and the rest of the world within five to seven working days
I’ll always look to print and send your order as soon as possible, but please do allow me 48 hours to prepare your order and to arrange shipping. If this might be a problem, please feel free to get in touch and I’ll see what I can do.
PACKAGING
To make sure that your prints make it safely to you, I seal them within a hardback envelope to protect them on route. I also place the prints in a plastic laminate, which stops them rubbing against the envelope and one another, keeping them in pristine condition.
To help cover both of these, a very small fee is added to the shipping costs.
REPLACEMENTS FOR LOST OR DAMAGED PHOTOS
Part of the reason for using signed for delivery services is that I want to do everything I can to ensure that your order makes it to you safely. However, accidents do happen, and I want to be sure that you don’t lose out if they do.
If your photos have been damaged on delivery, please do get in touch and send me a photo of each damaged prints and the packaging; this is so I can claim compensation off of Royal Mail. I’d then be happy to replace the damaged prints free of charge.
As mentioned earlier, if your order does not arrive within 5 working days (for UK-based orders) or 10 working days (for non-UK orders), please do contact me via contact@photosfromtom.com and I’ll find out what has happened. In cases where the prints have been lost, which Royal Mail can confirm, I’d be happy to either send a new set of prints out to you or to offer a refund.
Similarly, if you are unhappy with the prints for whatever reason, please do get in touch and I’ll be happy to discuss how we can rectify the situation.
REFUNDS AND RETURNS
Unfortunately, I don’t offer refunds for my work except in circumstances where the prints have been confirmed as lost. This is simply because I’m a one-person show here, and all prints are printed to order rather than in advance. Also, it is exceedingly difficult to manage a return process without effectively charging you for posting prints back to me - which doesn’t leave a great taste in terms of service.
With that in mind, I would ask that you please make sure you are happy with your order before you make it, and feel free to get in touch if you are unsure about anything beforehand. I really do hope that you understand the reasoning behind this, and be assured that I will do everything I can to deliver some awesome prints to you in a timely and smooth manner.