STANLEY MILLZ / IMPORTANT INFORMATION / SHIPPING & REFUNDS

SHIPPING & REFUNDS

Last updated: 10/04/2026

This page explains how we dispatch and deliver orders and when a return or refund is available. It should be read with our Terms & Conditions. Nothing on this page excludes or restricts rights that cannot lawfully be excluded.

Processing and dispatch

We aim to dispatch in-stock orders within 3 working days after the order has been accepted and cleared payment has been received. Working days are Monday to Friday and exclude UK bank holidays.

The 3-working-day period is a dispatch target, not a guaranteed delivery date. Pre-orders, newly released collections, made-to-order products and commissions may have a different processing time stated on the product page, at checkout or in a written commission agreement. If a significant delay arises before dispatch, we will contact you using the details supplied with the order.

Once an order has been dispatched, we will send confirmation and tracking details where the selected service includes tracking.

UK delivery

UK orders are sent using Royal Mail. The available service and delivery charge will be shown at checkout or confirmed before the order is accepted. We select a service appropriate to the size, weight and value of the order and may use a signature service for high-value artwork.

Depending on the Royal Mail service selected, UK delivery normally takes approximately 1–3 working days after dispatch. Royal Mail delivery aims are not guarantees and some postcodes, remote locations, busy periods, severe weather, industrial action or other disruption may take longer.

Unless a different period has been agreed, consumer orders will be delivered without undue delay and no later than 30 days after the contract is formed. Contact [EMAIL] if an order is overdue or the tracking has not updated within a reasonable period.

International delivery

International orders are sent using Royal Mail, normally by Royal Mail International Tracked where that service is available for the destination. The available delivery option, charge and tracking information will be shown at checkout or confirmed before the order is accepted.

Royal Mail currently gives the following delivery aims after dispatch:

• Europe: approximately 3–5 working days; and

• other worldwide destinations: approximately 5–7 working days.

These are carrier estimates, not guaranteed delivery dates. Customs clearance, border controls, destination-country postal services, local holidays, remote locations and events outside our reasonable control may cause additional delay. We may be unable to deliver to some countries or territories because of carrier, customs, sanctions, product or local-law restrictions. If we cannot accept or fulfil an order for that reason, we will notify you and refund any payment taken for the unavailable order.

Delivery charges, customs and import taxes

Delivery charges are calculated and displayed at checkout before the order is submitted. If a destination or product requires a separate quotation, we will give you the delivery price before accepting the order.

International orders may be subject to import VAT, customs duty, clearance charges, handling fees or other destination-country charges. Any tax or duty collected by us at checkout will be identified. Unless checkout expressly states that destination duties and taxes are prepaid, they are not included in the product or delivery price and may be collected from the recipient by the local authority, postal operator or another agent. We do not control those charges or the time taken for customs clearance. Check the rules that apply in the delivery country before ordering.

If a parcel is refused, left uncollected or returned because a destination charge was not paid, any redelivery, cancellation, refund or deduction will be handled according to the circumstances and applicable law. We will not impose an automatic penalty, but we may recover an actual and reasonable redelivery or return cost where the law allows.

Delivery address and missed delivery

You must provide a complete and accurate delivery name and address. Contact teammillz@proton.me immediately if you notice an error. We cannot guarantee that an address can be changed after the order has entered processing or been dispatched.

Follow Royal Mail's instructions if delivery is attempted while nobody is available. Where the service permits, Royal Mail may deliver to a nominated safe place, neighbour, collection point or another option selected by the recipient. If a parcel is returned because the address supplied was incorrect, delivery was refused or it was not collected, we may require payment of the reasonable redelivery cost. This does not remove any statutory right to cancel where one applies.

Lost, delayed or damaged deliveries

Risk remains with us until the goods are physically received by you or by a person you identified to receive them, except where you independently arranged a carrier that we did not offer.

If tracking states that an order has been delivered but you cannot find it, first check any nominated safe place, household member or neighbour and then contact [EMAIL] promptly. We will investigate with Royal Mail. Your contract is with us, so we remain responsible for providing any remedy required by law; you will not be required to pursue Royal Mail yourself.

If a parcel arrives damaged, photograph the outer packaging, shipping label, inner packaging and product before discarding anything. Contact [EMAIL] as soon as reasonably possible and retain all packaging while we investigate. Prompt notice helps us pursue the carrier but does not shorten or remove your legal rights.

Our voluntary returns policy: prints only

Our voluntary change-of-mind returns policy applies only to eligible ready-made prints. It does not apply to original artwork, one-of-one currency artwork, hand-finished artwork, artist proofs, framed or slabbed artwork, limited-edition original works, commissions, personalised work, physical COAs, digital COAs or NFC-linked authentication products.

To use the voluntary print returns policy, tell us within 14 days after delivery and return the print within a further 14 days. The print must be returned complete with its mount, sleeve, physical COA, labels and any other supplied components. It may be inspected carefully, but it must not be framed, mounted, cut, folded, marked, cleaned, retouched, exposed to smoke or moisture, or otherwise altered or damaged.

We do not offer an additional or discretionary change-of-mind refund on any artwork other than eligible prints. This is an exclusion from our voluntary policy only. It cannot remove a cancellation or faulty-goods right that the law gives you.

Statutory cancellation rights for online orders

If you are a UK consumer and buy eligible, non-personalised goods online, by telephone or through another distance-selling method, you normally have 14 days after the day of delivery to tell us that you wish to cancel without giving a reason. You then normally have a further 14 days to return the goods.

This statutory right is not limited to prints. Where the legal conditions are met, it can also apply to a completed, ready-made original offered for general sale online. An artwork does not automatically become non-returnable merely because it is unique, described as one of one, signed, numbered, hand-finished, created on genuine currency, framed, slabbed, removed from sale after purchase or supplied with a physical or digital COA. We will not refuse a statutory cancellation where the law requires us to accept it.

Commissioned and personalised artwork

The statutory change-of-mind cancellation right normally does not apply to goods genuinely made to your specifications or clearly personalised. This includes commissions created from an individual brief and artwork containing a customer-selected portrait, name, wording, imagery, bespoke dimensions or another substantial personalised feature.

Simply describing an existing work as “original”, “one of one”, “made to order” or “non-returnable” does not create this exception. The work must genuinely have been made or materially altered for that customer. This exception does not remove legal remedies if the work is faulty, damaged, misdescribed or does not conform to the agreed brief.

COAs, NFC tags and returned artwork

Viewing, tapping, activating or registering a digital COA does not by itself remove a statutory right relating to the physical artwork. If an artwork is lawfully returned, the artwork, frame or slab, physical COA, NFC tag, labels, protective packaging and every other supplied component must be returned together.

The customer must stop representing themselves as the owner and provide reasonable cooperation so that any owner registration can be reversed or updated. We may retain a non-personal record of the artwork, edition and authentication history where necessary to preserve provenance and prevent fraud.

If a returned artwork, frame, slab, COA, NFC tag, label or other component is missing, altered, cloned, detached, damaged or handled beyond what is reasonably necessary to inspect it, we may make a deduction only where the law permits and only to reflect the actual reduction in value. Opening the digital COA alone is not a reason to refuse a lawful return.

How to request a return

Email teammillz@proton.me with:

• your full name;

• the order number;

• the item you wish to return;

• a clear statement that you wish to cancel or return it; and

• photographs where the item is damaged, faulty or incorrect.

Send the complete item (provided after email recieved) within the applicable return period. Contacting us first allows us to give suitable packaging, tracking and insurance instructions for valuable or fragile work, but you do not need our permission before exercising a statutory cancellation right.

For a change-of-mind return, you are responsible for the direct return cost where we informed you of this before purchase. Use a tracked service with adequate compensation cover and retain proof of postage. We pay reasonable return costs where the item is faulty, damaged on delivery, misdescribed or incorrect and the law requires us to do so.

Packaging returned items

Use the original protective packaging where reasonably possible. Protect all faces, edges and corners and do not place tape, labels or adhesive directly onto an artwork, print, frame, slab or COA. Do not roll an item that was supplied flat, and do not fold, cut, clean, frame, mount or otherwise alter it. Contact teammillz@proton.me if the original packaging is damaged or unsuitable.

You may handle an item only as much as reasonably necessary to establish its nature, characteristics and functioning, broadly as you could in a shop. Where the law permits, a refund may be reduced by the actual loss in value caused by unnecessary or excessive handling. We do not charge an automatic restocking or administration fee.

Refunds

For a valid change-of-mind cancellation, we will refund the price paid for the eligible item and the cost of our least expensive standard outbound delivery option. If you selected a more expensive or express service, the additional amount paid above the standard delivery cost is not refundable.

We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent, whichever occurs first. We will then issue the refund within 14 days using the original payment method unless another method is expressly agreed without additional cost. Bank or payment-provider processing may mean the credit takes additional time to appear after we issue it.

Original outbound delivery costs are not refunded under a separate voluntary print return for an in-person purchase unless we expressly agree otherwise. This does not affect the standard-delivery refund required for an eligible distance-sale cancellation.

Faulty, damaged, misdescribed or incorrect goods

All goods, including prints, originals, commissioned works, framed or slabbed artwork, COAs and NFC-linked products, must be as described, of satisfactory quality and fit for any purpose made known to us where the law requires. A “no returns” or “artwork is final sale” statement never removes these rights.

If an item is faulty, damaged on delivery, materially different from its description or incorrect, contact us with the order details and photographs. We will provide the repair, replacement, refund, price reduction or other remedy required by law and will pay reasonable return costs where required. Reporting transport damage promptly assists the Royal Mail claim but does not reduce the time allowed by law to exercise your rights.

Exchanges

We do not offer direct exchanges. If a print is eligible for return, complete the return and place a new order for the replacement item. Unique and sold-out artworks cannot be exchanged. This does not affect a right to repair or replacement where the law requires one.