Custom orders / Commissions:

Please contact me by email if you would like to discuss a custom/commissioned piece of work.

Requirements for custom made / commissioned artwork:

  • A 50% non refundable deposit will be required at the start of the project

  • A full project brief to include all requirements and expected timescales will be agreed between the seller and the buyer before work begins

  • custom made pieces cannot be cancelled or returned

  • Regular project progress information will be provided to the buyer

  • Payment must be received in full before the artwork will be dispatched

Shipping

Processing time

The time I need to prepare an order for shipping varies. For details, see individual items.

As a small business orders are posted once or twice a week. A shipment email will be sent when an order is dispatched

Delivery charges

Physical products ordered through my website are only shipped within the UK at this time, however I can ship to other parts of the world. Please contact me to discuss shipping options and costs.

Orders are posted by Royal Mail or Parcelforce. Postage and packaging charges are included in the product price.

*** Please note: Buyers are responsible for all shipping charges, including any that are incurred if an item cannot be delivered to the specified address or fails to be collected from a mail collection office. ***

Customs and import taxes

Buyers are responsible for any customs and import taxes that may apply. I am not responsible for delays due to customs.

Incorrect delivery addresses

Buyers are to ensure that they provide the correct delivery address at the time the order is placed. I am not responsible for any loss or damages as a result of the incorrect address being supplied.

Secure Ordering & Payment Options

Payments will be managed securely by either PayPal or Square online payments, and I will not receive your payment card information.

Returns and refunds

I will accept some returns.

Please contact me within: 14 days of delivery to discuss.

Ship items back within: 30 days of delivery

Conditions of return

Buyers are responsible for all shipping costs, including return shipping.

If the item is not returned and received in its original condition, the buyer is responsible for any loss in value.
Shipping costs will not be refunded.

A refund will only be issued once I have received the item back and in the same condition that it was sent. Please contact me before returning any item.

The following items can't be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

  • Custom or personalised orders

  • Perishable products (like food or flowers)

  • Digital downloads

  • Intimate items (for health/hygiene reasons)

  • Items on sale

Workshop Terms and conditions:

  • over 18’s only

Materials:

  • This is an online workshop and the required materials and tools are the responsibility of each participant.

  • A full list of required and suggested materials will be available to each participant following the purchase of their ticket. Please look out for an email containing a link to a downloadable pdf document.

Internet Connectivity and Power:

  • This is an online live-streamed workshop. Please ensure that your internet connection can handle live streaming. A participants poor internet connectivity is not the responsibility of Heather Robertson Art.

  • Please ensure that your devices are fully charged and have access to a power supply. A participants device failure is not the responsibility of Heather Robertson Art.

  • If the host has internet connectivity issues which affect the smooth running of the class, please refer to the cancellation and refund points below.

Cancellations and Refunds:

  • If a participant wishes to cancel their ticket, refunds will only be accepted up to 7 days before the scheduled class date and will incur £5 admin fee. After the 7-day cut off period, no refunds will be issued.

  • In the unlikely event that Heather has to cancel a class, or has connectivity issues which cannot be resolved, Heather will endeavour to find a mutually acceptable date and time for a rescheduled date, and if none can be found then a full refund will be issued to participants.

Class Etiquette:

  • Please arrive on time for the workshop. There will be regular breaks throughout.

  • Please ensure that you have all materials needed for the workshop. please contact Heather if unsure.

  • Please avoid controversial topics of discussion. This workshop is intended to be a fun and creative space.

  • Repeated abusive language and behaviour will not be tolerated and will result in the participant being removed from the workshop without a refund. 

Privacy policy:

Heather Robertson Art and Frosty Feather Fae take your privacy seriously and are committed to handling your personal data in a way that is fair and worthy of trust. Heather Robertson Art and Frosty Feather Fae will comply with applicable data protection laws and take all reasonable steps to protect your information from misuse and keep it secure.

You can view my full Privacy and cookie policy here.