Frequently asked questions
When will my order arrive?
Each of our fine art prints is made to order and typically takes around 10 working days to print, mount, frame and dispatch. Once your order has shipped, we’ll send you a tracking number so you can follow its journey. Most deliveries arrive within 2–3 working days after dispatch.
Do you include payment information in the package?
No. We do not include invoices or payment details with our orders. Many of our prints are purchased as gifts, so we intentionally leave this information out.
My print arrived damaged. What should I do?
While rare, if your artwork arrives damaged, please contact us as soon as possible at studio@emberdrift.co.uk. Include clear photographs of both the damaged artwork and the packaging it arrived in. Please provide photos of all boxes, even if there are no visible signs of damage, so we can assist you promptly.
Do you offer expedited shipping?
We do not currently offer expedited shipping services.
My order is lost. What should I do?
If your order has been marked as delivered but has not arrived, please email us at studio@emberdrift.co.uk and we’ll investigate the issue with the courier.
What are the delivery costs?
Standard UK delivery is free on all orders over £100. For orders under £100, shipping costs will be calculated at checkout.
Do you ship internationally?
Yes. Please contact us at studio@emberdrift.co.uk with your shipping requirements and we’ll be happy to provide a quote. Please note that any customs duties, taxes or import fees are the responsibility of the recipient.
Can I customise the frame?
Unfortunately, we are not able to offer frame customisations at this time.
What are your frames made from?
All of our frames are crafted from wood and hand-assembled specifically for each piece.
Do you use glass or acrylic in your frames?
We use premium UV-blocking acrylic for all framed artworks. Although more expensive than glass, acrylic offers superior protection and is far less likely to be damaged during transit.
What is your return policy?
As every piece is custom printed, mounted, and framed to order, we are unable to accept returns.
Can I exchange my artwork for a different size?
All sales are final. Because each piece is made specifically to order, we cannot offer returns or exchanges for alternative sizes.
Can I cancel or change my order?
Order cancellations or amendments must be requested within 24 hours of purchase. Once production and framing have begun, we are unable to make any changes.
Do you offer a trade programme?
Yes. We regularly work with interior designers, hospitality groups and commercial clients. If you’re interested in collaborating, we’d love to hear from you.