Shipping & returns

NEW: EU 3–5 working day shipping for £6.75

NEXT DAY DELIVERY APPLIES TO ORDERS PLACED BEFORE 2PM (GMT) USING A NEXT DAY SERVICE (ROYAL MAIL SPECIAL DELIVERY / DPD / UPS)

• Royal Mail Tracked 24: £3.95 (Free on orders over £50) / Tracked 48: £2.95 (Free on orders over £25)
• Royal Mail Special Delivery: £6.95
• UPS / Parcelforce may be used for larger orders and is free for UK orders over £95

We offer a flat-rate express service to most of Europe for orders up to 3kg at £12.45 (free on orders over £150), as well as a 3–5 working day service for £6.75.

UK orders are dispatched the same day when placed before 2pm (GMT). International orders are dispatched within 24 hours of being placed.
All deliveries are tracked, and where available, signed for.

*Please note: delivery times are in addition to dispatch times. Some items have extended dispatch times which will be shown on the product page—typically heavy or large items that require special packing. Artworks may require additional packaging time to ensure safe delivery (approx. 2–3 days).

Delivery information

Deliveries are via Royal Mail, DPD and UPS (delivery times vary by service selected). You’ll receive an email with a tracking link once your order has shipped.
General delivery times are typically 1–2 working days for UK / EU orders and 3–6 working days for all other regions.
During the festive period, delivery times may be extended.
*Some products carry additional postage/packaging times or charges, shown on the product page and during checkout. These exclusions generally apply only to very large or heavy artworks.
Important: If your order includes an out-of-stock item, we’ll place the order on hold and email you within 2 hours to offer alternatives or provide an estimated fulfilment date.

Returns and Refunds

At Water Street Gallery, we strive to ensure you are delighted with your order and will always go above and beyond to show our appreciation for your custom.

If you change your mind or are unsatisfied with your purchase, please contact us within 14 days of receiving your order to request a refund or exchange.
Goods must be returned in the condition in which you received them.
If goods are damaged on delivery, or there is an error with your order, you are entitled to a full refund (including delivery costs).
We process refunds within 48 hours of the goods arriving back with us. During busy periods, refunds may take up to five days to process (in addition to your bank’s processing time). Depending on your bank, funds can take 3–7 business days to appear.

IMPORTANT NOTE ON RETURNS

If you wish to return your order for any reason not attributable to WSG, please note the following:

• A 5% handling fee will be deducted from your refund
• Return shipping will also be deducted:
  • £1.50 for small or medium items
  • Up to £15 for high-value artworks or crafts
• The original outbound shipping cost is non-refundable

For returns or failed deliveries due to an incorrect address being entered at checkout, the same deductions will apply.

Alternatively, we can arrange an exchange, which will incur only one additional shipping fee.

RETURNS PROCESS
To initiate a return, you can either visit MY ACCOUNT, EMAIL US, or visit our DROP-OFF RETURNS within 14 days of your order. When using the drop-off portal, you will need your Shipment Number (e.g. SHIP0123, provided in your shipping notification email) and your postcode (e.g. OL14 5AB). We also offer a COLLECTION SERVICE with Royal Mail.

Orders and accounts

If you have not yet registered for account access, please use the same email address you used to place your order. This will give you access to your previous orders.

Alternatively, you may find return instructions on the packing slip included with your order.

Reach out to us using the CHAT in the bottom right of any page online.

Email: [email protected]
Tel: 01706 839714

Note: International Shipping
If your delivery address is not within the United Kingdom, you may be subject to import duties, taxes and delivery service charges, which are levied once a shipment reaches your country. You must bear any such additional charges for customs clearance. Customs policies vary widely from country to country; we recommend contacting your local customs office for further information. Shipping costs for international orders and any taxes incurred are non-refundable.