FREQUENTLY ASKED QUESTIONS
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Please allow up to 28 days for delivery. We have 28000 product lines and so simply cannot be in stock of all items at all times.
WHY ARE ORDERS MARKED AS DELIVERED WHEN DESPATCHED?
Marking your order as delivered at the same time as we marked as shipped is simply part of the order process. It is done as soon as your order is despatched so that this step is not overlooked. We deal with many hundreds of orders every week. Many orders are sent simply, using Royal Mail, where we have no way of knowing when they have been delivered.
WHY DO YOU SHOW IMAGES OF SETS OF BRUSHES?
We show images of sets of brushes on 2mm squared paper so that customers can not only see the exact size of each brush but also compare them for size together. This is very much for the benefit of those new to art who might not know the difference in size between a 000 and a 12. It is also useful for experienced artists to see the size difference between ranges as there is no globally accepted standard for brush sizes (unfortunately). Unless otherwise stated all brushes are sold individually.
ARE YOUR STOCK QUANTITIES ACCURATE?
Stock quantities in the Stationery section are updated electronically every night. With 18000 products in that section not all quantities will be accurate at all times.
Stationery items are sometimes shown as in stock when, in-fact, there are none left - this is due to the data supplier deleting a product rather than setting the stock level to zero - we are working on an internal fix for this.
Stock quantities in all other sections are updated manually, generally a reasonably large figure is inputted to allow large orders to be made. The art section has some 9000 products from over 100 suppliers. Unfortunately our suppliers are not very organised when it comes to informing us of discontinued or out of stock products, we do our best but please always contact us in the first instance if your order is very important or needed in a hurry.
WHY DO YOU NOT OFFER A NEXT DAY DELIVERY SERVICE?
We despatch around 80% of orders placed by 2pm the same day. Our stock is held in 4 shops, a warehouse in Newmarket and a warehouse in central England. Transferring stock to our despatch department is usually overnight however human errors do occur so your order might not be despatched for 2 working days. If your order is urgent please contact the Helpline for a despatch timescale before placing your order.