Postage and Packaging Charges
Our postage costs are based on the weight of your order, as Royal Mail charges.
Delivery
We aim to process all orders within three working days of receiving your payment unless otherwise stated in the product information displayed on the shop pages. At busy times or when orders are large, this may not be possible, but we will always send your parcel to you as soon as we can. Please call us if your order is urgent, and we will do everything possible to assist you. Please note we cannot guarantee a delivery time, and The Painted Pigs Company cannot be held responsible for late deliveries. No refunds will be paid for late deliveries. Estimated delivery timescales are 3-5 working days from dispatch via Royal Mail.
Returns and Cancellations
We hope that you are satisfied with your purchase. However, if you are not, please notify us in writing of your return within 14 days of placing your order, by the terms set by the Distance Selling Regulations (DSR). Please return your purchase to us in its original condition within 14 days, and we will be happy to exchange it or give you a refund. Returns will only be accepted on unused goods. It is your responsibility to ensure all goods are returned to us in a re-saleable condition, in the original packaging with tags still attached, and that they are not damaged in transit.
All returned items must be sent, postage paid to:
The Painted Pigs Company 7 Wall Hall Drive Aldenham Herts WD25 8BY
Please note that when returning an item, the parcel remains your responsibility until it reaches us. We accept no responsibility for mislaid return parcels. We recommend that you ask your Post Office for proof of posting (available free of charge). All goods returned must be at your own expense and include your original receipt. This does not affect your statutory rights.
We take great care to ensure your goods get to you in perfect condition; however, in the rare event that goods are delivered faulty or damaged in transit, please get in touch with us at +44 7802 300064 (Monday to Friday, 9.30 am-5 pm) or email info@paintedpigs.co.uk so we can arrange a replacement or a refund. Goods are classified as faulty if they are received damaged or defective. Items that are damaged due to wear and tear are not considered faulty.
Refunds
Any refunds granted will be credited to the Debit or Credit Card used at the time of order processing. Once we receive the item(s), we will issue a refund or replacement(s), whichever is requested, depending upon availability. Refunds will be issued within 14 days of receipt of the returned goods. A refund will be issued for postage paid only when the item is found to be defective or incorrectly supplied from the original order. If you fail to return goods at your expense, we reserve the right to charge the direct costs for their recovery and may offset that amount against any refund due.
Out of Stock
Every effort is made to dispatch your order complete. Unfortunately, we cannot guarantee that we will permanently stock all items, although we do our best to do so. In the event we are temporarily sold out of an item you order, we reserve the right to cancel it or replace it with an alternative product unless otherwise instructed. If the delivery of goods is expected to take more than 30 days, we will inform you before shipping the order in case you would prefer to cancel it.
Previous Designs
The items listed under Previous Designs are sculptures we’ve supplied over the years, with the original designs shown as reference. While all our sculptures are one-of-a-kind (each piece is individually hand-painted), we offer you the opportunity to order a new sculpture featuring one of these past designs.
We will create your sculpture using a fresh base and replicate the design you select. Production and delivery typically take 1–2 weeks.
Please note that because each design is custom-made specifically for you, we cannot accept returns or offer refunds unless the item arrives damaged in transit.
You will receive email notifications throughout the process, including updates on the production and dispatch stages.