If, for any reason, your item arrives damaged or is lost in transit, we will either replace it, if possible, within seven working days or refund you in full within 14 days. We will require evidence of the fault or damage to be provided within 48 hours of delivery. This can often be emailed via a smartphone. Please keep any packaging; we may also need to see this or ask you to use that for a return.
Our online and telephone order customers have the right to cancel specific orders up to 14 days after the order is placed unless the item is a made to order item like our homeware, art poster prints, canvas prints, open edition prints, limited editions, phone cases, all gifts, & clothing as those are all produced in different locations around the world to specific sizes, colours and specifications for you. Please order carefully, as these orders are not cancellable or refundable.
EU buyers have the right to withdraw from eligible orders within 14 days of delivery under EU Directive 2023/2673. To exercise this right, use the withdrawal button available in your order confirmation or on our gallery after June 17 2026. Made-to-order and custom-produced items are exempt from this right.
We cannot offer refunds for orders that arrive later than you expected or hoped for, as this is out of our control. We strive to deliver every order as fast as possible to you, and this is free of charge for almost all items. We do not offer a fast overnight delivery service at a higher cost as we already prepare and ship as fast as possible.
If you wish to return an eligible item to us, please ensure you have packaged it securely using the same or equivalent packaging material that it arrived in. Contact us at the gallery before you send the item to us for our return address details.
We will refund you within 14 days of receiving the goods in perfect condition.
Our customers cover the shipping costs back to us and the costs of delivery we incurred for the order for all cancellations. Even though we offer free delivery, we incur shipping expenses and will need to deduct those costs for any cancellations from the refund.
We can only accept returns and requests from the person who purchased the item.
We cannot refund or replace goods if they do not arrive or arrive at the incorrect location due to the wrong address, incomplete addresses, or errors in the delivery address on orders. Please ensure all address details are accurate and complete when placing your order.
Many artworks from The John Dyer Gallery are made to order once your purchase is placed. This includes open-edition prints, limited edition prints, framed prints, canvas prints, posters, art mugs, phone cases, clothing, art cushions, bags and other printed homeware and gifts.
Some items are produced using choices you make, such as artwork, size, frame, fabric, colour, finish, handset model or product type. Other items are printed or produced individually to fulfil your order and are not held by us as pre-made returnable stock.
Because these items are made to order, they cannot be cancelled, returned or refunded for a change of mind once the order has been placed or production has begun, unless required by law.
Submitting an EU withdrawal request does not automatically mean that a statutory right of withdrawal applies. We will review your order and confirm whether it is eligible. Made-to-order, customer-specified and individually produced items are excluded from change-of-mind cancellation rights.
This does not affect your legal rights if your order arrives faulty, damaged, incorrect or misdescribed. If there is a problem with your order, please contact us with full details and clear photographs of the item and its original packaging so that we can arrange a suitable replacement or resolution.
If a delivery attempt is made and the courier or postal service leaves a notification card (or equivalent notice) which is not acted upon, resulting in the item being returned to us, you will be responsible for the costs incurred. Any re-delivery will only be arranged once these costs have been settled in full. An invoice will be issued for the return and re-delivery charges, and the item will be dispatched again once payment has been received.
Please confirm your sign-up in your inbox. If you do not see our email, check your Junk or Spam folder and add sales@johndyergallery.com to your safe senders list.
