Shipping & Returns

Last updated: October 2026

StringBoard (stringboard.co.uk) is run by Will, based in the UK. This page explains how delivery, customs fees, cancellations and refunds work for finished string art pieces. If anything here is unclear, email me at info@stringboard.co.uk before you order.

How an order works

You pay for your piece and delivery upfront at checkout, through Stripe.
I perfect your design and email you digital previews showing how the finished piece will look.
I can make refinements, or we can try a different photo, until you are happy.
Once you approve the previews, I make your piece and send it.

Delivery

Pieces are usually made and shipped within about 2 weeks of your order. If you need it by a specific date, email me and I will do my best.
UK delivery is free and usually takes 3 to 5 days after dispatch.
International delivery costs £25 to £45 depending on the country, and is shown at checkout before you pay. Delivery times vary by country.
The countries I deliver to are listed in the order form. If yours isn't there, email me and I might be able to add it.
Please check your delivery address carefully. I can't be responsible for a piece sent to an address entered incorrectly at checkout.
I can send the piece straight to the recipient as a gift: just enter their address when you order.

Customs and import fees

Orders outside the UK: import charges are not included in my price and are paid by the recipient. You will be asked to accept this before checkout.

UK orders have no extra charges.
For orders sent outside the UK, the destination country may charge import VAT, customs duties and a courier handling fee when the piece arrives. These are set by the destination country, not by me, and can be a significant amount.
EU orders: as a rough guide, expect import VAT of around 20% of your order total (the piece plus delivery), paid by the recipient on delivery, plus any courier handling fee. For example, on a £180 order that is roughly £36 to £40. The exact rate depends on the country.
I declare each piece on the customs form as "string art picture" (HS code 970199), at its true value, as the law requires.
If import charges aren't paid and the piece is returned to me, I can't offer a refund, because it is made to order from your photo. I can send it again, with the cost of delivery paid by you.
If you'd like an estimate of these charges before ordering, email me at info@stringboard.co.uk.

Cancellations and refunds

Before you approve your previews:if you're not happy with the previews and we can't get to a design you like, I will refund the full amount you paid, including delivery.
After you approve your previews:each piece is made to order from your own photo, so the usual 14-day right to cancel for online purchases doesn't apply, and I can't accept returns because you have changed your mind.
Refunds go back to your original payment method, normally within 14 days of being agreed.

Damaged or faulty pieces

I package every piece carefully, but if yours arrives damaged or faulty, please email me a photo of the problem as soon as you can, ideally within 24 hours of delivery. I will offer you either a full refund (including delivery) or a replacement at no extra cost. If I ask you to send the piece back, I will cover the return postage.

None of this affects your legal rights. Under UK consumer law, your piece must be as described, of satisfactory quality and fit for purpose.

Questions and complaints

If something isn't right with your order, email me at info@stringboard.co.uk and I will reply as quickly as I can, usually within 2 working days.