FREQUENTLY ASKED
QUESTIONS

Please find here some answers to a few F.A.Q's. If you still have a question that isn't covered below please feel free to pop me a email here and I would be happy to help.

What are the shipping options and how much does it cost?

All of the orders placed through my website are posted next working day Special Delivery and will have a tracking number which allows you to keep an eye on your purchase. The cost of the shipping will vary depending on the products weight and size. You will find a calculation of your orders shipping costs in your basket at the checkout.

Please check the turn around time for your item to ensure it will arrive on time as some of the bespoke products can take upto 3 weeks to dispatch.

When will my order be dispatched?

All orders are aimed to be dispatched within 3-5 workings days, except for any personalised or bespoke work which will be confirmed with the customer directly. All UK orders will be posted Special Delivery and will have a tracking number. 

Do you ship to my country? 

I am currently only shipping to the UK, but will be shipping internationally again very soon. If you have an urgent request for an international order please feel free to pop me and email where I can offer you more help.

What do I do if the product I want is out of stock? 

Don’t worry you can stay updated on specific products by clicking the 'notify me' button on that product page which will send you an email notification when it is back in stock. Otherwise join my newsletter to stay one step ahead of any upcoming stock updates to make sure your first in the line.

What’s the difference between a Commission, an Original and a Fine Art Print?

A commission is an original painting made to order for you, the client, tailor made at your request. An original is an existing authentic piece hand painted by me, the artist. A fine art print is a high quality giclee print reproduction of an original piece of work.

What is your returns policy?

Any products that are personalised, bespoke or made-to-order are non-refundable, unless faulty.

If you wish to return your order that is fine, you have 14 days from the date you received your order to return it. Send an email to hello@elsarosefrere.com with your order number, which items you'd like to return and why. Then once it has been confirmed by me, securely package the order and send it back to the return address which will be provided.

Please note that the cost of postage for return items is the responsibility of the customer. Your refund will be processed upon receipt of the returned items, providing it is in a saleable condition. Please note that once returns have been accepted refunds can take 3-7 working days to appear in your account. 

Incorrect/Damaged/Lost products: If your order arrives damaged, isn’t what you ordered or never arrives then please send an email to hello@elsarosefrere.com with details so it can be rectified as soon as possible. 

How do I commission a painting?

You can commission a couples portrait directly through the website by following the link here and then proceeding to the checkout. To stay updated with the availability of new commissions please join the newsletter here where you will be the first to hear of upcoming spaces. To commission another piece that you have in mind you can send me an email at hello@elsarosefrere.com 

Do you sell smaller prints and cards? 

Yes, you can find my whole range of digital prints and greeting cards on my Etsy shop via the link here.

Where can I stay updated on your availability for new commissions? 

To stay updated on commission availability, studio news, exciting discounts and brand new products please join my newsletter where I will share all important announcements.

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