At Pebeo Sales, we’re committed to providing artists with premium quality materials and exceptional service. Our shipping and returns policies are designed with your creative needs in mind.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Options
We offer two shipping methods to meet your needs:
- Standard Shipping (£12.95):
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after dispatch
- Includes tracking and insurance
- Free Shipping (Orders over £50):
- Carrier: EMS
- Delivery time: 15-25 business days after dispatch
- Basic tracking available
Note for International Customers: We ship worldwide except to certain Asian countries and remote locations. Customs fees may apply and are the responsibility of the recipient.
Returns & Exchanges
We want you to be completely satisfied with your art supplies. If any item doesn’t meet your expectations, please review our straightforward return process below.
Eligibility for Returns
You may return most unused art materials in their original packaging within 15 days of delivery. For the protection of all our customers, we cannot accept returns of:
- Opened acrylic painting mediums and additives (due to potential contamination)
- Used brushes (for hygiene reasons)
- Custom pigment mixes (as these are prepared specifically for your order)
- Opened varnishes
Artist’s Note: For health and safety reasons, we cannot accept returns on any products that have been opened or used, with the exception of defective items.
Return Process
- Initiate Your Return:
- Email our Artist Support team at [email protected] within 15 days of receiving your order
- Use the subject line “Return Request – [Your Order Number]”
- Provide Details: Include in your email:
- Order number
- Item(s) you wish to return
- Reason for return
- Whether you prefer an exchange or refund
- Receive Authorization: We’ll email you a Return Merchandise Authorization (RMA) number and return instructions within 1 business day
- Package Securely: Repackage items in their original packaging with all protective materials. Include the RMA number clearly on the outside of the package
- Ship Your Return: Send the package to our studio address (provided in your RMA email) using a trackable shipping method
Return Shipping Costs
- Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product)
- For international returns, we recommend using the original shipping method (DHL/FedEx for standard, EMS for free shipping)
Refund Processing
Once we receive and inspect your return:
- Timing: Refunds are processed within 3-5 business days after we receive your return
- Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Notification: You’ll receive an email confirmation when your refund has been issued
Please note it may take additional time for your bank or credit card company to process and post the refund to your account.
Exchanges
If you need a different size, color, or product:
- Follow the standard return process above
- Clearly state in your email that you’d like an exchange and specify the replacement item
- We’ll process your exchange once we receive the original item
For expedited exchanges, you may place a new order and we’ll refund the original purchase once we receive the return.
Defective or Damaged Items
If you receive damaged canvases, leaking paint tubes, or defective brushes:
- Contact us immediately at [email protected] with photos of the damage
- We’ll arrange for a replacement to be shipped at no additional cost
- You may be asked to return the damaged item for quality control purposes
Contact Our Studio
For any questions about our returns policy or your specific situation:
- Email: [email protected]
- Post: Pebeo Sales, 85 The Square, Winchester, GB CH8C 1SM
We aim to respond to all return inquiries within 1 business day.