Can I return a piece of art?

We want you to be absolutely happy with your artwork, so we offer a 14 day cool off period for you to take a look at the artwork in your home and make sure you're comfortable with it. If for any reason you decide it's not for you, we'll either come and collect the artwork or arrange to collect the artwork free of charge, alternatively you can drop the artwork into your local gallery*.

For orders outside of the UK, the same applies - please contact us and we can arrange collection of the artwork.

How to arrange a return

If you received the artwork by home delivery and you'd like us to pick up your artwork from your home, you'll need to have all the packaging you received with the order so we can pick the piece up safely. If you no longer have the packaging, you can return the piece to your local gallery.

Simply get in touch to let us know you're looking to return your piece, if you have your order reference number to hand that will help us locate your order details.

Order error or damages

While we make every effort to make sure the artwork arrives with you in perfect condition, if for any reason you're not happy with the condition of your order then let us know straight away.

When you're collecting your order from one of our galleries, have a look over the piece to make sure you're happy with the piece.  

Refunding

If you're returning a piece of artwork to us, once that has been received either by collection or dropping off at your local gallery, your refund will be arranged.

 

Making A Complaint

We always aim to give you great service with Castle Fine Art but if you’re feeling unsatisfied with your experience then please let us know. In the first instance if you’re in contact with an art consultant or local gallery you can raise your query with your current point of contact, alternatively if you’d prefer you can contact our head office team by any of the methods below.

By Telephone - +44 (0)121 655 0142 (Monday – Thursday; 9am – 5:30pm. Fri; 9:30am - 5pm)

By Email - clientservices@castlefineart.com

By Post -

FAO Customer Complaint

Castle Fine Art Head Office

Unit 29-31

Level 2, The Mailbox, Wharfside

Birmingham

B1 1RD

We aim to respond to all queries made by email within two working days. If you have written to us by post, please specify your preferred contact method for a response. We aim to provide written responses within 28 days of receipt

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk