Placing Your Order
I've made a mistake with my order, can I change it?
If you need to change an aspect of your order, such as the frame colour or print size, please get in touch with us as soon as possible at firstname.lastname@example.org. Depending on the nature of the change, it is possible we will cancel your original order and ask you to place another with the correct specifications. If your order has already been dispatched we will not be able to process any changes - please follow the return instructions once you receive your order. Please bear in mind, all of our products are made specifically to order for you and so if you need to make a change we need to know as soon as possible.
My order hasn't completed or appeared in my order history, what happened?
The most common reason for orders not completing is an error with your payment method. For example: insufficient funds in the account, the card has expired or the card has a block in place. We recommend checking the payment account to ensure payment has not been processed and getting in touch with your provider to investigate. If payment has been processed and you have not received an order confirmation, please contact us at email@example.com and we will check this out. If you completed an order and it hasn’t appeared in your order history, please ensure you are logged into the account the order was placed with. If you checked out as a guest, we unfortunately cannot merge this order to your account.
I need an invoice for my order, where can I find this?
Your confirmation email will serve as an invoice for your order, you can also view this in the order history on your account once you log in. If you need a PDF VAT invoice, please contact us at firstname.lastname@example.org and we will email this over to you. If you have any further questions about placing your order, please reach out to us at email@example.com.
Delivery and shipping
When will my order be delivered?
For the majority of our prints, we expect your order to reach you in 3 to 5 working days within the UK and 7 to 21 working days internationally. If you order one of our limited edition products, please note that these can be subject to longer shipping times. Occasionally, we need to order prints from the artist to fulfil your order. We will strive to notify you as quickly as possible in this instance.
I have only received part of my order, what do I do?
Our digital prints and limited editions are dispatched from two different locations and so if you order one or more of each, these will arrive in two separate packages. If you have only received part of your order, and you didn’t order both limited editions and digital prints, please get in touch with us as firstname.lastname@example.org and we’ll check this out.
I need my item sooner, can I pay for faster delivery?
We do not offer priority or timed delivery services. Unfortunately as our products are all made to order, we cannot offer guaranteed quicker turnarounds. Our third party production house work very hard to get our orders out as quickly as possible and we appreciate your patience on this - we promise the art will be worth the wait!
Where is my order, can I access the tracking information?
We offer a tracked shipping service for all orders over £60 - you will be updated automatically with the tracking number for your order once it has been shipped. If you order has not arrived when expected please get in touch with us at email@example.com and we will check this out for you.
Do you offer free shipping?
We offer free UK shipping on orders over £60. Shipping charges to a UK address for orders below £60 is £3.95. International order shipping charges will be calculated at checkout based on weight of the order and location.
Why does my order have another company name on the packaging?
All of our products are made to order by a third party production house based in Essex, Dot-to-Dot Printing. We have been working with Dot-to-Dot for over ten years and they are a greatly trusted partner of ours.
I need to change my shipping address, what do I do?
Please get in touch with us as soon as possible at firstname.lastname@example.org. As all of our products are made to order, if your order has already been dispatched we will be limited in our options until the order is returned to the sender - we can then reship to the new address. We will work with you to come to the best solution we can.
Where do you ship to?
East End Prints delivers products to a wide variety of countries. However, due to the courier relationships we have in place, we cannot guarantee that all our products can be delivered to all countries. You will be informed if we cannot fulfil your order after you specify your delivery address in the checkout process.
Returns and Exchanges
A print I have ordered doesn't suit my needs, can I return it?
We’re sorry to hear that you’ve changed your mind! Of course, all products purchased online have a 28 day exchange or return policy. As all of our products are made to order, we unfortunately cannot cover the shipping costs of the return. If you wish to return an item, please reach out to us at email@example.com and we’ll advise you on the next steps. For all items returned via courier, we recommend that you use a tracked service as East End Prints will not remain liable for any items lost in transit.
I've changed my mind about the size or design I've received, can I exchange it?
Of course, all products purchased online have a 28 day exchange or return policy. As all of our products are made to order, we unfortunately cannot cover the shipping costs of the return. If you wish to exchange an item, please reach out to us at firstname.lastname@example.org and we’ll advise you on the next steps. If you are exchanging for a product at a higher price point, we will likely advise that we will refund the product upon receipt and ask you to place a new order for the wanted item.
I need to cancel my order, how do I do this?
We’re sorry to hear you’ve changed your mind! We’d be more than happy to chat through any hesitations you may have. If you do need to cancel your order please get in touch with us as soon as possible at email@example.com. If your order has already been dispatched we will not be able to process the cancellation and you will need to follow the return instructions once you receive your order.
My product is faulty, what do I do?
We try our best to get everything right the first time, but we’re only human and occasionally things do go wrong. If you have received a product you believe is faulty, please contact us at firstname.lastname@example.org and we will get this resolved for you as quickly as possible. We will not charge you any shipping fees to exchange faulty goods. Occasionally we may ask you to responsibly dispose of a faulty item on our behalf - if you don’t want to do this, we will more than happily organise for you to return it to us. Unfortunately, we cannot offer collections and so all returns need to be taken to your local post office.
When will I receive my refund?
As soon as we receive your item back to our warehouse or shop, we will process your refund. You will receive a confirmation email to let you know that we have received the goods and that your refund is on its way. This generally takes up to five working days depending on your card provider. If you need your refund faster, by providing us evidence of your postage tracking* we can normally speed up the refund process. Please don’t hesitate to ask us for more information on this. *tracked postage services only.
I lost my payment card, can my refund be issued to a different payment method?
Unfortunately we cannot issue a refund to anything other than your original payment method. For expired cards, this should not affect the refund reaching your account - please contact your account provider prior to requesting the refund if you have any concerns. If you have any further questions about returns and exchanges, please reach out to us at email@example.com.
Payment and Promotions
What payment options are available?
We accept payment by debit or credit card and Paypal. No orders will be processed at our warehouse until payment has cleared.
I have a promo code, where can I use it?
We love being able to offer our customers a discount on their favourite art prints! If you have a code to redeem you can do so at the checkout stage of the order. Enter the code in the applicable box to apply the discount.
I had a promo code but it's no longer valid, how do I get another one?
Unfortunately you missed out on this one, but tune into our social channels for upcoming competitions and promotions for next time! East End Prints reserves the right to end promotional codes and rates at any time.
Do you sell East End Prints gift certificates?
Absolutely! Who wouldn’t love the gift of art. These can be purchased here online.
I received an East End Prints gift card, how do I redeem it?
To redeem a gift certificate at East End Prints Ltd, follow the simple steps: You need your unique gift certificate code, which is part of the gift certificate that was emailed to you as an attachment. It will look something like Z50-Y6K-COS-402. Browse the store and add items to your cart as you normally would. Click the 'View Cart' link to view the contents of your shopping cart. Type your gift certificate code into the 'Redeem Gift Certificate' box and click 'Go'. If you make an account with us - any remaining credit will be applied to your account and automatically reduced from your basket at checkout!
I don't know the balance of my gift certificate, where can I check it?
No problem, if you have your unique certificate number to hand, just head over here to find out.
Can I redeem my East End Prints gift certificate in your store?
Certainly! We will ask for a note of your name, email address, phone number and unique gift certificate code so that we can deduct the value from your electronic gift certificate. Please note we cannot accept payment by gift certificate in store without a valid code. If you have any further questions about payments and promotions, please reach out to us at firstname.lastname@example.org.
How long will my print last?
We print using industry standard, high resolution Giclée equipment with the capability to create beautiful high quality prints which will retain their beautifully saturated colours for 70 years!
What sizes do you offer?
Our digital print range is offered by standard in five sizes: A3: 297x420mm A2: 420x594mm A1: 594x841mm 50x50: 500x500mm 50x70: 500x700mm If you are looking for a bespoke size that we don’t offer online please get in touch at email@example.com and we’ll see if we can help you! Our limited editions sizes vary by the print. Please check individuals product information for details. Edition print sizes cannot be altered.
What framing options are there?
Online, we offer two moulding sizes of framing styles, a 15mm and 35mm - this is the width of the front flat wood all around. Our frames come in three beautiful wood grained stains - a natural oak, black and white. You can view the full frame dimensions here on our product details page. Our real wood frames come with acrylic glaze for shipping. Acrylic glaze is optically the same as glass. The simple hanging system on the back allows for these to go directly on a single screw. Our store on Brick Lane offers glass frames and some other bespoke options, so if you had something else in mind we may be able to help! However, please note that we cannot ship glass for health and safety reasons. Please reach out to us at firstname.lastname@example.org and let’s see what we can do for you.
Why can't I choose a frame for some prints on your website?
Our limited edition prints unfortunately aren’t generally available for framing as they are dispatched directly from our shop on Brick Lane. These prints can be framed with a glass frame in house, but are available for collection only from our store. If the size is not of our standard framing options, we will need to quote and order this in for you which can take up to two weeks.
How do unframed prints arrive?
Unframed prints will arrive either in a tube or a flat pack envelope (A3 and below). To flatten your print we recommend finding a clean flat surface, lay the tissue paper in the packaging down followed by the print, and cover the top with another layer of tissue paper. Use a heavy book to hold down each corner and leave to flatten for 24-48 hours.