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Support

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FAQs

What is your returns policy?

To request a refund for your artwork, please contact us at studio@ourtypes.com within 14 days of receiving it. We can only issue refunds for artwork that is returned in perfect condition and in its original packaging, along with all accompanying documentation, including the Certificate of Authenticity. Refunds will be processed within 7 days of receipt of the artwork and will be issued to the original payment method. Please note that VAT and import charges cannot be refunded, but you may be able to recover these costs from your local tax authorities.

My artwork has arrived and it's not what I expected. What can I do?

If your artwork doesn't meet your expectations or there's been a mistake in the shipment, please contact us at studio@ourtypes.com within 14 days of receipt. Where appropriate, we will be happy to arrange a refund, repair or replacement.

Can I cancel or make changes to my order?

Any requests for cancellations or changes to your order must be submitted within 24 hours of placing it.

Can I change my mind after placing an order?

In the event that you change your mind shortly after placing an order, please do not hesitate to contact us directly via email at studio@ourtypes.com.

Paying with Klarna

For more information https://www.klarna.com/uk/customer-service/ or by downloading the Klarna app.


What Klarna payment options are available?

This can be different depending on the value of the order, your address, and the cardholder details. All at the time of your purchase available payment options will be presented at checkout.


What happens if I make a return?

If you return some or all of your order, Klarna will issue you with a new statement as soon as the online store processes your return. Follow the retailer's return instructions and make sure to keep the tracking number of your return. Log into your Klarna account and select “Report a return” so that your statement is paused. As soon as the retailer has registered your return, we will send an adjusted invoice.


There's something wrong with my order. Do I still need to pay for it?

You do not need to pay for goods that are damaged, broken or faulty. Follow the retailers dispute instructions and make sure to “Report a problem” in your Klarna account to pause your statement until you’ve resolved the dispute with the retailer. As soon as the retailer has registered your cancellation or your return, the refund will be processed within 5-7 business days.


I have not received my order. What happens to my statement?

You do not need to pay the statement until you have received your order. Contact the retailer for an update on the delivery. Make sure to log into your Klarna account and “Report a problem” to pause your statement until you’ve received your order.


My statement is incorrect. What should I do?

If your statement does not match your order details, please contact the retailer directly for a correction of your statement. Make sure to log into your Klarna account and “Report a problem” to pause your statement until the details have been corrected.


What happens if I don’t pay for my Pay in 3 instalments order?

Klarna will automatically attempt to collect your second instalment from the debit or credit card that you entered at checkout. If the payment cannot be collected on the scheduled due date Klarna will make a further attempt to automatically collect payment 7 days later and again 7 days afterwards. Should this last payment attempt fail, Klarna will add the failed amount to your final instalment. Klarna will automatically attempt to collect your final instalment from the debit or credit card that you entered at checkout. If the payment cannot be collected on the scheduled due date Klarna will make a further attempt to automatically collect payment 7 days later and again 7 days afterwards. Should this last payment attempt fail Klarna will issue you with a statement for the full outstanding order amount which will become payable 15 days later. You may be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use the service in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

Does the displayed price include VAT?

For purchases made within the UK, the price includes VAT. However, for orders outside of the UK, VAT is not included in the price.

How long will shipping take?

Shipments are delivered within three weeks, subject to location. Should you require further information, please do not hesitate to contact us via our website or email us at studio@ourtypes.com. We will be more than happy to assist you.

Will I be charged duties and taxes by the customs of my country?

We ship all works from the UK unless stated on the product page. Shipping artwork outside of the UK is often subject to duty tax. The taxed amount varies depending on the artwork and customs laws in the delivery country.

Do you ship internationally?

Yes. Pretty much everywhere in the world.

How will my order be packaged?

Prints in most cases are rolled in tissue paper and in a thick cardboard tube. If being shipped internationally (outside of the UK) the tube is packaged in a box. Once securely packaged we attach your shipping labels and any necessary customs documents, as well as including your Certificate of Authenticity (if applicable), signed by the artist.


Make sure to take care when opening the packaging and unwrapping your artwork.

How much does shipping cost?

Shipping costs for your piece are dependent on its size, weight, and destination. These costs will be calculated and included in the total cost of your order before checkout.

When will my order be shipped?

We aim to ship all orders within a week of purchase.