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Shipping & Returns Policy

Last updated: November 2025

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1. Shipping

All artworks are carefully wrapped and dispatched from the United Kingdom.
Each piece is packaged in protective, eco-friendly materials to ensure safe arrival.

Estimated delivery times:

  • UK: 3–5 business days

  • EU: 5–10 business days

  • International (including USA, Canada, Australia): 7–14 business days

Delivery times are approximate and may vary depending on destination and customs processing.
You’ll receive confirmation when your order has shipped, and tracking information where applicable.

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2. Customs & Import Duties

International orders may be subject to customs duties, local taxes, or handling fees once they reach the destination country.
These are determined by local authorities and are the responsibility of the buyer.

To support smooth customs clearance, all artworks are clearly declared as:

Original Artwork – HS code 9701 1000 – Country of Origin: UK

Typical customs information:

  • USA: Orders under $800 are usually exempt from import duty or tax.

  • EU: Orders under €150 are duty-free, but local VAT may still apply.

  • Rest of World: Local import rules vary; please check with your country’s customs office.

Muted Palette cannot be held responsible for delays caused by customs clearance or delivery services.

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3. Returns & Exchanges

We want you to be happy with your artwork. If you are not completely satisfied, you may return it within 28 days of delivery.

To initiate a return, please email jo@mutedpalette.co.uk within 14 days of receipt.
Returned items must be:

  • In their original condition and packaging

  • Safely repacked for transit

  • Returned at the buyer’s expense (unless the item arrived damaged or faulty)

Once the artwork is received in good condition, a refund (excluding shipping costs) will be processed to your original payment method.

 

​4. Damaged or Faulty Items

In the unlikely event that your artwork arrives damaged, please contact jo@mutedpalette.co.uk within 48 hours of delivery and include photographs of the item and packaging.
A replacement or full refund will be arranged as appropriate.​

 

5. Non-Returnable Items

  • Custom commissions

  • Digital downloads

  • Gift cards

These items cannot be refunded unless they arrive damaged or faulty.

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