Delivery & Order Help
Physical artwork, digital files and custom commissions have different delivery arrangements.
Check the particular product or written order for what is included. This guide explains the information to confirm and how to contact the studio when something needs attention. It should be read with the current terms; mandatory consumer rights remain unaffected.
The item and destination
come first.
Before ordering an original, print or other physical piece, confirm the actual item, dimensions, framing status and delivery destination. Artwork displayed in a room presentation is not automatically a framed product available for purchase.
Production & dispatch
An existing piece and an item made for your order may have different preparation needs. Confirm when the work is expected to be ready and distinguish that from the carrier’s transit estimate.
Shipping arrangements
Available destinations, charges, packaging and any tracking or insurance arrangements are confirmed for the order. This page does not promise universal shipping or one delivery time for every item.
Destination requirements
Provide the correct delivery details and ask about any relevant customs or import considerations before purchasing. Charges and responsibilities should be clear in your order information.
For an occasion or gift, share the date before commissioning. Artwork approval, production and transit all need to be considered; an inquiry alone does not establish a guaranteed arrival date.
A file is a different
kind of delivery.
A digital illustration order includes the files and formats specified in the agreement. It does not automatically include a physical print, editable source files or every possible crop.
Confirm the intended use and production requirements before the artwork is prepared. A file for a profile image, a book or a printed surface may need different dimensions and exports. Your commissioning agreement records the handoff.
For an existing digital order, use the delivery instructions in the confirmation. When a file is missing, inaccessible or appears incorrect, contact the studio with the order reference and a description of the problem. Do not send payment-card details or passwords.
A future downloadable product needs its own listing and delivery instructions. Portfolio artwork is not presented here as an instant-download catalogue.
Start with your
order reference.
For a damaged, incorrect or missing item, write to hello@aduk.art or reply to the existing order conversation. Explain what happened and identify the item.
For a physical delivery issue, photographs of the item and packaging can help establish the problem. Keep the packaging while the matter is reviewed. For a digital file, describe the error and the software or device involved where relevant.
The appropriate response depends on the order and circumstances. This guide does not limit remedies or mandatory consumer rights, and it does not replace the conditions in your order and the current terms.
Contact the studio about an orderCheck the type of order
and the stage reached.
Conditions differ between an existing physical item, made-to-order artwork, a digital delivery and an ongoing creative service. For a custom commission, work already undertaken and agreed project stages are relevant to a cancellation request.
Read the order confirmation and the current terms, then contact the studio before sending anything back. Return arrangements and the appropriate address should be confirmed for that order rather than assumed from a general contact address.
This page does not introduce a blanket “no returns” policy or an unverified return window. Mandatory consumer rights remain unaffected. Any issue with a damaged or incorrect order should be raised directly so it can be reviewed.
For a change to a commission rather than a cancellation, discuss the revised brief before further work proceeds. New subjects, deliverables or uses may require an updated quote. See the pricing guide and commissioning FAQ.
Ask about the actual piece.
Send the artwork or product reference, the intended destination and any date that matters. The studio can then discuss the delivery arrangements relevant to your request.
Ask a delivery questionhello@aduk.art