FREQUENTLY ASKED QUESTIONS

WHAT IS THE DIFFERENCE BETWEEN AN ORIGINAL AND A PRINT?

Prints are high resolution scans/images of an Original Artwork or, a digitally hand-drawn digital art piece. These examples are both then printed onto premium paper. An Original Artwork is a piece of artwork that has been hand painted and one of a kind 1 of 1.

I HAVE MADE AN ORDER, WHATS NEXT?

Now that you have placed an order you will receive an email confirmation sharing your order number and a summary of the production and dispatch process. So keep an eye out for it in your inbox.

If you require bespoke, original art or custom orders, then please send a request via our contact form.

DO YOU SHIP WORLDWIDE?

Yes, we proudly ship to the UK, EU, USA and international. If you have any questions about delivery then please email jadepearlofficial@gmail.com, and we will do our best to accommodate you.

Please be advised that any applicable tax costs upon delivery are the responsibility of the recipient. We regret to inform you that we are not liable for these tax expenses.

I HAVE MADE MY PURCHASE, WHEN CAN I EXPECT MY ORDER?

For orders that are NOT custom/ bespoke, made-to-order or original art pieces, kindly anticipate deliveries within the UK, a 1-2 working day processing time and then a shipping duration of around 2-4 working days. We're a small business with just (Jade pearl) handling all opporations, so please allow for some flexibility.

For international orders outside the UK, kindly allow 7 working days for shipping in addition to the processing days.

For made-to-order items please allow up to 10 working days for the meticulous crafting, followed by additional shipping time. For international orders outside the UK, kindly allow 7 working days for shipping in addition to the crafting process.

The nature of the product of Original Art pieces you have ordered will dictate the wrapping and packing times. In general you should expect to receive your artwork within 6-8 weeks.

WHICH CARRIER DO YOU USE?

- UK orders: UPS + Royal Mail 

- EU and International orders: DHL + UPS

(Please note, Original Art purchases are not done through the checkout. Please enquire within.)

I HAVE ENTERED AN INCORRECT DELIVERY ADDRESS TO MY ORDER, HOW DO I CHANGE THIS?

If your order is in process, please feel free to contact jadepearlofficial@gmail.com to request a change of delivery. If your order has already been dispatched, you will need to contact the courier service to do this.

WILL I NEED TO SIGN FOR MY DELIVERY?

Yes.

MY ORDER ARRIVED DAMAGED, WHAT SHALL I DO?

Our orders are checked and wrapped with the upmost care so you receive your order in perfect condition.

In the rare occasion order may have been damaged during transit, please email within 24 hours of delivery and supply all of the below information in an email. 

1. Full name and order number (this can be found in your order confirmation email).

2. A photo of the damaged product

3. A photo of the interior packaging and delivery box

WHAT IF I WANT TO CANCEL MY ORDER?

If you would like to cancel your order please email within 24 hours of purchasing. We cannot promise any cancellations as all art sales are final, however we will do our best to support you.

WHAT IF I DON'T RECEIVE MY ORDER?

You can track your order with the tracking number we email you upon shipment. If your carrier was unable to deliver your parcel, you should receive a delivery note with further instructions – Alternatively, there may be a delay with customs. If you need help with your shipment status, please email us on jadepearlofficial@gmail.com so we can try and resolve the issue as quickly as possible.