Returns & Refunds

Everything we sell, from original paintings to fine art prints and products, comes with the same 14-day right to cancel under UK consumer law. The only exception is a genuinely bespoke order, made specifically to your own request, which works a little differently. Here’s how it all works.

Original paintings
Sally finishes each original painting before it goes on sale, so it isn’t made to order. That means you can cancel within 14 days of receiving it, for any reason, with no explanation needed.

To cancel, email help@sallypye.com within 14 days of delivery. You then have 14 days from telling us to get it back to us (see “Returning an item” below). Once we’ve received and checked it, we’ll refund your payment in full within 14 days.

If you’re returning a piece because you’ve changed your mind, the return postage is at your own cost. If it arrived damaged, faulty or not as described, we’ll cover it (see “Damaged or faulty items” below).

Fine art prints and products
Prints and products are made after you order, using a size and format from our standard range. As those options are available to every customer, the same 14-day right to cancel applies as with original paintings.

To cancel, follow the same process as above. If production has already started, we may not be able to stop it, but that doesn’t affect your right to return the finished item within the 14 days.

Bespoke orders
If you’ve asked us to create something outside our standard range, such as a custom size or a one-off commission we’ve agreed specifically for you, it’s made to your specification. That means the 14-day right to cancel doesn’t apply, in line with UK consumer law. We’ll always make this clear when you order.

Returning an item

Please email help@sallypye.com before sending anything back. Paintings and framed prints are big and easily damaged in transit, so we’ll agree the safest way to get it to us.

If it arrived damaged, faulty or not as described, we’ll arrange for a courier to collect it, at our cost and at a time that suits you.

If you’ve changed your mind, you can choose either:

We book a collection with our courier and deduct the cost from your refund. We’ll confirm the price before booking. As a guide, it’s around £30 - £40 for an original painting or large framed print.
You send it back yourself at your own cost, using a tracked and insured service. Keep your proof of postage and tracking number.

Either way, please pack it in the original packaging, or something just as protective.

Damaged or faulty items
This applies to originals, prints and products alike.

Please check your order as soon as it arrives. If it’s damaged, faulty or not what you ordered, let us know as soon as you can, ideally within 7 days, so we can sort out a replacement or refund quickly.

To help us resolve things, please email help@sallypye.com with:

Your order number
A short description of the problem
Clear photos of the item, the problem and the packaging

This doesn’t affect your statutory rights under the Consumer Rights Act 2015.

Good to know

Small variations in colour, tone or finish are part of the printing and handmade process and aren’t considered faults. Many of Sally’s originals also use metallic and iridescent paints that shift with the light, so they’ll look a little different in person to how they do on screen.
We can’t accept responsibility for wear and tear, misuse or accidental damage after delivery.
If your order is lost or damaged in transit, we’ll deal with the courier and put it right for you.

When we can’t accept a return
Once the 14 days have passed, we can only accept returns for damage, a fault or a mistake on our part. That means we can’t accept a return if:

You change your mind after the 14 days
You discover an accidental order after the 14 days
Your order was delayed by the courier

For bespoke orders, these exclusions apply from the start. If you think there’s been a production fault or error, please get in touch and we’ll look into it.

Refunds
Once we’ve received and checked a returned item, we’ll let you know. If your refund is approved, we’ll process it to your original payment method within 14 days.

For damaged or faulty items, or a mistake on our part, we’ll send you a prepaid return label in most cases.

If you’re arranging the return yourself, please:

Use a tracked and insured delivery service
Pack the item securely in its original packaging, or something equally protective
Keep your proof of postage and tracking number

We’ll refund your return postage if the item turns out to be faulty or the return is due to a mistake on our part.

Your bank or card provider may take a few more days to complete the refund. If it’s been more than 15 working days since we confirmed your refund and you still haven’t received it, email help@sallypye.com.

Trade customers (interior designers, stylists and businesses)
Orders placed by trade or business customers are business-to-business transactions. They’re not covered by the Consumer Rights Act 2015, and the 14-day right to cancel doesn’t apply.

We can’t offer returns or refunds for a change of mind, wear and tear, misuse or accidental damage. Faulty items will be handled in line with our Terms & Conditions.

Need help?
If you have any questions about your order, email help@sallypye.com and we’ll get back to you as quickly as we can.