Every print is made for you when you order it, by my printing partner here in the UK. Nothing sits in a warehouse and nothing crosses a border, so there is never any customs charge or import fee to pay.
Below is everything about how long delivery takes, how to send something back, and where you stand if something is not right. If anything is unclear, please get in touch – I would far rather answer a question than have you guess.
Delivery
How long it takes
Because each print is made to order, there is a short production stage before your order is posted.
| Stage | Typical time |
|---|---|
| Printing and packing | 2 to 5 working days |
| Delivery, once posted | 3 to 7 working days |
| From order to doorstep | usually 5 to 12 working days |
These are estimates rather than guarantees – the occasional order takes a little longer, particularly in the run-up to Christmas. Whatever happens, your order will be delivered within 30 days of you placing it, unless we agree something different between us.
What it costs
Delivery within the UK is free. The price on the product page is the price you pay: delivery is already included in it and nothing is added at the checkout. I am not VAT registered, so there is no VAT to add either.
Everything is printed in the UK, so there are no customs charges, import duty or handling fees. I currently deliver to UK addresses only – England, Scotland, Wales and Northern Ireland.
If your order is late
If your order has not arrived within the times above, email me at hey@thisisjess.co.uk and I will chase it up. If I still cannot get it to you within a reasonable further period, you can cancel and I will refund you in full.
If you told me before ordering that delivery by a particular date was essential and I miss it, you can cancel straight away and have all your money back.
If your parcel goes missing or arrives damaged
That is my responsibility, not yours. Until your order is physically in your hands the risk sits with me. So if a parcel is lost in the post, or turns up damaged, you do not need to chase the courier or the printer – just tell me, and I will arrange a replacement or a refund.
An address that did not work
If a parcel comes back to me because the delivery address was wrong or incomplete, or because it was not collected from the depot in time, I will get in touch to arrange sending it out again. As delivery was genuinely attempted, I may need to ask you to cover the cost of posting it a second time – so please do check your address carefully at the checkout.
Changed your mind?
You have a legal right to change your mind. Because you are buying online without seeing the print in person, you get a 14-day cooling-off period under the Consumer Contracts Regulations 2013, and you do not have to give me a reason.
My prints are standard designs in standard sizes – they are not personalised or made to your own specification – so this right applies to everything in the shop.
Two 14-day windows
- 14 days to tell me. This starts the day after your order arrives. If it comes in more than one parcel, it starts the day after the last one arrives.
- Then a further 14 days to post it back to me, counted from the day you told me.
How to tell me
Email hey@thisisjess.co.uk with your order number and what you would like to cancel. Any clear statement will do. You are welcome to use the cancellation form at the foot of this page, but there is no obligation to.
Who pays the postage
If you are simply changing your mind, you pay the cost of posting the item back to me. I do not provide free returns labels for change-of-mind returns. Please use a tracked service and keep your proof of posting – the print remains your responsibility until it reaches me.
This is quite different from something arriving faulty or damaged, where I pay. See If something is wrong with your order below.
Packing it up
You do not have to use the original packaging, but please pack the print at least as well – flat and rigid, or rolled in a sturdy tube. If it comes back damaged because it was not packed properly, I may reduce your refund to reflect that.
You are very welcome to unwrap a print and have a proper look at it, exactly as you would handle it in a shop. If it has been handled well beyond that and its value has dropped as a result – hung for a fortnight, marked, trimmed – I may deduct a fair amount from your refund.
Your refund
I will refund you within 14 days of either receiving the print back or you sending me proof that you have posted it, whichever comes first.
It goes back to the same card or account you paid with, and there is no admin fee or handling charge of any kind. As UK delivery is free, you get back the whole amount you paid.
If something is wrong with your order
Quite separately from the cooling-off period above, you have rights under the Consumer Rights Act 2015 if what arrives is faulty, damaged or not as described. These apply whether or not the 14 days have passed.
Tell me as soon as you can
Email hey@thisisjess.co.uk with your order number, a short description and a photograph or two of the problem. Pictures genuinely help – they let me raise it with my printer immediately and get a replacement moving.
It helps a great deal if you can do that within 30 days, because that is the window my printer works to. That is a request, not a deadline – it does not limit your legal rights in any way.
What you are entitled to
- Within 30 days of delivery you can reject the print and have a full refund. If you would rather have the print than the money, just ask for a replacement instead.
- After 30 days you are entitled to a free repair or replacement. If that is not possible, or does not put things right, you can then claim a reduction in the price or reject the print for a refund.
- For the first six months, a fault is assumed to have been there when the print arrived, unless I can show otherwise.
- These rights last up to six years from purchase, or five years in Scotland.
I pay the postage
You will never be out of pocket for sending back something faulty. I will either send you a pre-paid label, arrange a collection, or refund your postage – and anything you paid towards delivery comes back too.
A word about colour
Screens and paper are different things. Colours can look a little different on your monitor or phone than they do in print, and matte paper, framed paper and canvas each take ink slightly differently. A small variation of that kind is normal and is not a fault. Anything beyond it – wrong colours, banding, marks, a damaged frame – certainly is, and I will put it right.
How to send something back
- Email me first, so that I know it is coming and can confirm the right return address for you.
- Pack it carefully – flat and rigid, or in a tube.
- Put a note inside with your name and order number so I can match it up.
- Use a tracked service and keep the receipt. Send me the tracking number and I can start your refund straight away rather than waiting for the parcel to arrive.
Cancellation form
You only need this if you would like to use it – an email is every bit as valid. Copy it, fill in the parts that apply, and send it to hey@thisisjess.co.uk.
To Jessica Ashby Art, hey@thisisjess.co.uk
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name:
Address:
Date:
Questions and complaints
Email hey@thisisjess.co.uk or call and WhatsApp me on +44 7792 465 640. I aim to answer any question within two working days, and to resolve any complaint within 14 days. If I cannot put something right I will tell you so plainly and set out what I think the options are.
Your legal rights
Nothing on this page removes or reduces your statutory rights. Those rights come from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, and wherever anything here says less than the law does, the law wins.
For free, independent advice, Citizens Advice is the place to go.