Frequently Asked Questions
Delivery Information
What delivery services do you offer?
For orders under £25 this will be standard 2nd class which usually takes 1-3 working days after dispatch.
How Much is Delivery?
Absolutely nothing! We will deliver your items using Royal Mail throughout the UK for free.
Has my order been dispatched yet?
When you place your order we’ll send you an email confirming that the order has been placed and the items that you’ve ordered.
Orders received before midday will be dispatched the same day, Monday to Friday. Orders received after midday will be dispatched the next working day.
When your order has been dispatched, we’ll send you a second email to confirm this. If you don't receive an email within 4 working days then please contact us.
How can I track my order?
Orders under £25 are not sent using a fully tracked service but Royal Mail do provide the facility to see if a delivery attempt has been made.
Where a trackable service has been used for orders over £25 you will receive a tracking number which you can use on the Royal Mail Track Your Item page or via their mobile app. You will also receive updates on your order status via email and/or text messages and a 2 hour delivery time slot.
I Haven't received my order yet, what should I do?
95% of orders are delivered by Royal Mail with 1-3 days of dispatch. However, it can sometimes take longer if Royal Mail have a backlog in certain areas and they advise that delivery can take up to 10 days in exceptional circumstances.
If you have not received your order 10 days after placing your order then please contact us. We will investigate with Royal Mail and advise when delivery will take place or, if it has been lost, we will send it to you again.
Regrettably, delays do sometimes occur due to circumstances beyond our control. However, we will never leave you out of pocket and will always ensure that you receive the prints that you ordered or we will refund you.
Do you offer international shipping?
No. We are a UK based business and only deliver to addresses in the UK.
Placing an Order
What payment methods do you accept?
We can accept the following cards and payment methods online: Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay and Paypal.
Is it safe to use my credit/debit card on your website?
Absolutely, our payment processing partner is certified Level 1 PCI DSS compliant.
How do I redeem a discount code?
On the checkout page you can enter a discount code in the section labelled "Discount code or gift card" and click apply. If you are using a mobile then you will need to click "Show order summary" at the top of the checkout page, first.
Why isn't my discount code working?
Firstly, check that you have entered the code correctly. Codes are also set to expire after a certain time, so it might be that your code is out of date. If you believe that your code should work then please contact us.
I forgot to use my offer code - can I claim it afterwards?
Absolutely, just contact us and we'll refund the amount back to you.
Can I amend or cancel my order after I have placed it?
We dispatch pretty quickly but if you do need to make any changes to your order once you have placed it then please contact us as soon as possible and we will do whatever we can.
How will my prints be packaged?
Prints are packaged in a protective cello sleeve wrap with a cardboard stiffener and posted in a sturdy board-backed envelope to ensure they arrive in perfect condition. A3 prints are sent perfectly flat in a board-backed envelope with a thick cardboard stiffener and not rolled up into a tube.
When will I be charged for my order?
Payment is taken at the point of ordering. If for any reason your item is not dispatched we will ensure you are refunded within 3-5 working days.
Can I order over the phone?
Unfortunately we cannot take orders over the phone. However, if you need help placing an order online then please contact us.
Product Information
What size are the prints?
We offer 3 sizes of print to fit standard frames:
A5 (148x210mm)
A4 (210x297mm)
A3 (297x420mm)
Where can I buy a frame?
Standard size frames are available widely on the high street in stores such as Dunelm, Home Bargains, B&M, The Range, Marks and Spencer and John Lewis amongst others or online at Amazon and Ebay.
How do I frame my print when I receive it?
Remove the back of the frame and unpeel any protective layers from the Perspex/glass. Pop the print in, followed by the back and reseal the lugs to form a tight fit.
If your frame has a mount then place a small amount of tape on the back of the print at the top and place the print on a table facing up with the sticky tape at the top. Place the mount loosely over the top and line it up before pressing down on the top to stick the print to the mount. You shouldn't need to use any further tape to hold it in the frame as this will allow for any movement without wrinkling the print. Pop the mount back in the frame and reseal the lugs.
Will you frame the print for me?
We do not offer a framing service.
How do you produce the prints?
Every print we create is a product of our dedication to excellence! We utilize a top-tier Canon printer, allowing us to guarantee superior quality and a fast dispatch. Our choice of heavyweight 271gsm photographic paper with a matte finish ensures each print we produce will remain vibrant for years to come and stand out in your home.
Returns and Exchanges
Happiness Guaranteed!
Should you find yourself less than completely happy with your purchase then, please, contact us first and we will do everything that we can to rectify the situation, or offer you a full refund.
Miscellaneous
How do I contact you?
You can email us anytime at hello@heresthethingart.co.uk or via the contact us page.
Do you offer custom design prints?
Unfortunately, due to time limitations we are unable to offer a custom print design service.
Where are you based?
We are a family business located in the beautiful county of Suffolk, UK.
Who are you?
We thought you'd never ask! We're Vicky and Tim and we started Here's The Thing in 2019. Incidentally, Our name comes from Vicky’s late father, who always said ‘Here’s The Thing’ with a lively finger point!
I have a complaint?
Our aim is for all of our customers to love everything we do. In the unlikely event this is not the case we want to know about it as soon as possible so that we can put it right for you and ensure that it doesn’t happen again. Please contact us and we will personally resolve any issue that you have.
The items I bought recently have been reduced - can I get the sale price?
Yes, if we reduce the price of your items within 24 hours of ordering then please contact us and we'll refund the difference back to you, no problem at all.