Shipping Terms & Conditions
Shipping Responsibility:
Once your artwork has been dispatched with an insured service, the liability for the artwork transfers to the courier. In the unlikely event that your artwork is lost or damaged in transit, you will need to file a claim directly with the courier. We will, however, assist with the process as needed. Compensation for damage or loss must be pursued through the courier’s insurance.
Courier Insurance Coverage:
Our shipping service includes insurance coverage for loss or damage during transit, up to the specified value of the artwork. Please note that this coverage is subject to the terms and conditions of the courier's insurance policy, which may not cover certain situations (e.g., failure to properly unpack or incorrect handling by the recipient). The gallery maintains strict documentation for all shipments including detailed condition photography, packing processes, and this evidence can be used to support a claim of loss or damage where appropriate with the insurer to help find a quick and suitable resolution for our clients.
Inspection Upon Receipt:
Upon receiving your artwork, please inspect the packaging and artwork immediately. Any visible damage should be noted on the delivery receipt and reported to us and the courier within 24 hours. Failure to notify us of any issues within this time frame may affect your ability to make a claim.
Making a Claim:
In the event of damage or loss, claims must be submitted to the courier with in 7 days of delivery. If you experience any issues, please notify us immediately so we can assist you with any claims process. Please note that compensation must come from the courier's insurance directly. We will support our clients throughout a claim and help to ensure a fair result is achieved.
Refunds or Replacements:
If your artwork is lost or damaged and the courier’s insurance claim is successful, we will work with you to arrange a replacement artwork (if available) or a full refund. Please note that refunds or replacements can only be processed after the claim is settled with the courier.
Limitations of Liability:
While we take great care to ensure the safe delivery of your artwork, we are not responsible for any damage or loss that occurs during shipping once the item has left our premises. Any claims must be made directly with the courier, and compensation will be provided according to the courier's insurance policy.
Do you ship internationally?
We are proud to ship artwork to almost any country, including regular shipping to America and Europe. Please send us an email if you’re interested in receiving a shipping quote for a piece or finding out more. For international collectors, shipping is charged separately. Please email us for a quote and to arrange your purchase. Our website is currently set to accommodate UK orders, but we are happy to assist with international purchases directly—just get in touch so we can chat about your requirements in person.
What are your delivery options?
Artworks smaller than 50x60cm will be automatically sent as standard, either using a tracked and signed for Royal Mail Special Delivery service, or via a tracked DHL service, both of which are charged during the checkout process.
Larger artworks, and particularly fragile items, will need to be arranged on a quotation basis. These are usually sent using a specialist fine art courier or an insured DHL service. You will always be informed of the expected delivery date and we will discuss this with you prior to sending to ensure a convenient time.
How much does it cost to have an artwork delivered via specialist courier?
This depends on several factors, including the size, weight, and value of the artwork, as well as your location. When purchasing work to be delivered in the UK, the shipping cost is often calculated at checkout. There will also be an option to collect from the gallery, or please email us to receive an overseas quotation.
Larger pieces of work than 95cm x 95cm are sent as standard by professional art couriers.
This cost is charged separately by invoice on a quote-by-quote basis. Please email for a quotation. Average UK costs range from £50 - £200. Works are delivered door-to-door in one specialist transport courier vehicle, with a specialist team, fully insured for fine art distribution. We are partnered with several established national firms: Vango Art Couriers, Three Lanes Art Couriers, Aardvark art couriers, Flight Logistics etc.
Can I collect an online purchase from the studio?
Yes, of course.
When ordering online, there will be an option to ‘collect from the studio’. We will then be in touch to let you know when the artwork is ready for collection.
Do you offer a refund for artwork purchased online?
We can offer a refund for up to 7 days after receiving your artwork, as long as it is returned to us in perfect condition. We are happy to offer a credit note for the gallery or an exchange for up to 14 days after purchase **unless defective. Delivery costs are non-refundable, and returns are at the client’s expense.
NTERNATIONAL SALES, SHIPPING & RETURNS
1. About International Purchases
Milieu Studios specialises in the sale of original contemporary artworks, with works regularly shipped to collectors throughout the UK and internationally.
Because each artwork is unique and international destinations have different shipping, customs and import requirements, international purchases are ordinarily arranged directly with the collector by email, telephone or other direct correspondence before dispatch.
This process allows us to provide the collector with detailed information about the artwork, dimensions, condition, imagery, shipping arrangements and any known customs or import requirements, and provides an opportunity for the collector to ask questions and request any further information they reasonably require before deciding to proceed.
By confirming an international purchase, the collector acknowledges that they have had the opportunity to consider the artwork and the associated costs and delivery arrangements before the artwork is dispatched.
Nothing in these Terms is intended to exclude or restrict any statutory consumer rights that cannot lawfully be excluded or restricted.
2. Artwork Information and Informed Purchase
All artworks are represented as accurately as reasonably possible through professional photography, descriptions, dimensions and other information supplied by Milieu Studios.
As original artworks are unique objects, there may be minor variations between the appearance of an artwork on screen and its appearance in person, including differences arising from photography, lighting, colour calibration and individual display screens. Such variations do not in themselves constitute a misdescription of the artwork.
Collectors are encouraged to carefully review all available information and to contact Milieu Studios before purchasing if they require additional photographs, measurements, videos, information regarding condition, framing or any other reasonable information about the artwork.
Where an international purchase is arranged by email or telephone, collectors will ordinarily have an opportunity to discuss the artwork directly with Milieu Studios before confirming their purchase.
3. Shipping Costs
International shipping is quoted individually according to the requirements of each artwork and destination.
Shipping costs may take into account:
• Artwork dimensions and weight
• Artwork value
• Destination country
• Packaging and specialist handling requirements
• Insurance requirements
• Customs and export documentation
• Delivery service and destination requirements
The applicable shipping cost will be communicated to the collector before the purchase is confirmed or the artwork is dispatched.
Unless expressly agreed otherwise in writing, the collector is responsible for all international shipping charges, import duties, taxes, customs charges, brokerage fees, storage charges and other charges imposed by the destination country, customs authority or delivery provider.
4. Customs and Import Requirements
The collector is responsible for providing any information, identification, documentation or authorisation reasonably required to complete customs or import formalities in the destination country.
Milieu Studios will provide the export documentation required from our side and will assist the collector and delivery provider with the customs process wherever reasonably possible.
The collector is responsible for responding promptly to communications from the delivery provider, customs authorities or other relevant parties where their response is required to complete delivery or customs clearance.
Collectors should be aware that customs procedures, duties, taxes and import requirements are determined by the destination country and are outside the control of Milieu Studios.
5. Failed Delivery or Customs Clearance
Once an international purchase has been confirmed and the artwork has been dispatched, the collector is responsible for cooperating with the delivery provider and completing any customs or import requirements necessary for delivery.
Where an artwork cannot be delivered or cleared through customs because of the collector’s failure to:
• provide required information or documentation;
• respond to customs or delivery correspondence;
• pay applicable import duties, taxes or charges;
• complete required import formalities;
• accept delivery; or
• provide accurate delivery information,
the collector may be responsible for reasonable costs incurred as a direct result of that failure, to the extent permitted by applicable law.
Such costs may include, where actually incurred:
• return shipping;
• additional delivery charges;
• customs or brokerage charges;
• storage charges;
• additional insurance;
• specialist handling;
• repackaging; and
• other reasonable and evidenced costs arising directly from the failed delivery.
Milieu Studios will seek to minimise such costs wherever reasonably possible.
6. Returned International Shipments
If an artwork is returned to Milieu Studios because the collector has refused delivery, failed to complete customs clearance, failed to respond to the carrier or customs authorities, supplied incorrect delivery information, or otherwise failed to comply with the agreed delivery requirements, Milieu Studios reserves the right to seek recovery of reasonable costs incurred as a direct consequence of that failure, where permitted by law.
Where a refund is otherwise legally due, any deduction from the refund will only be made to the extent permitted by applicable law and will relate to reasonable costs for which the collector is legally responsible.
The collector remains responsible for any applicable import or customs obligations arising in their destination country.
7. Insurance and Transit
Milieu Studios uses insured delivery services appropriate to the value and nature of the artwork.
Where an artwork is lost or damaged in transit, Milieu Studios will assist with the relevant carrier or insurance claim and work with the collector to resolve the matter.
Insurance arrangements do not limit or replace any statutory rights the collector may have under applicable consumer law.
Collectors are asked to inspect the artwork promptly upon delivery and notify Milieu Studios as soon as reasonably practicable if there is any visible damage.
8. Cancellations and Returns
Original artworks are unique works and, unlike mass-produced goods, cannot ordinarily be replaced with an identical item.
Milieu Studios therefore does not offer discretionary returns or exchanges simply because a collector subsequently decides that an artwork is not suitable for their personal taste, intended space or circumstances, except where a statutory right to cancel or return applies.
For purchases made in person at the gallery, no statutory distance-selling cancellation right applies and Milieu Studios does not offer voluntary returns for change of mind.
For purchases made under a distance contract with a consumer, any statutory cancellation rights provided by applicable law will apply.
Where a statutory cancellation right applies, the collector must exercise that right within the applicable statutory period and comply with the relevant requirements for returning the artwork.
Nothing in these Terms limits or excludes a consumer’s statutory rights in respect of artwork which is faulty, damaged, not as described or otherwise fails to conform to the requirements of applicable consumer law.
9. Change of Mind and Personal Preference
Where a collector has been provided with accurate information about an artwork and has had a reasonable opportunity to consider the artwork, its dimensions, imagery, condition and other relevant characteristics before confirming the purchase, a subsequent change of preference does not constitute a misdescription of the artwork.
Collectors are therefore strongly encouraged to consider carefully whether an artwork is suitable for their intended space and personal requirements before confirming a purchase.
For international purchases arranged through direct correspondence, collectors will ordinarily have the opportunity to discuss the artwork directly with Milieu Studios and request further information before confirming their decision to proceed.
Where a statutory cancellation right does not apply, Milieu Studios is under no obligation to accept a return solely because the collector has subsequently changed their mind or no longer wishes to retain the artwork.
10. Artwork Misdescription, Damage or Non-Conformity
If a collector believes that an artwork:
• has been materially misdescribed;
• is materially different from the description provided;
• was damaged before delivery;
• has suffered damage during transit; or
• otherwise does not conform to the requirements of applicable consumer law,
they should contact Milieu Studios as soon as reasonably practicable.
Milieu Studios will review the circumstances and, where appropriate, work with the collector to determine the appropriate remedy.
Any statutory rights and remedies available to consumers remain unaffected by these Terms.
11. International Consumer Rights
International sales may be subject to the laws and mandatory consumer protections applicable in the country of the collector.
Nothing in these Terms is intended to exclude, restrict or override any consumer right which cannot lawfully be excluded or restricted.
Where a statutory right applies, that right will take precedence over any provision of these Terms to the extent of any conflict.
12. Responsibility for Delivery Information
The collector is responsible for ensuring that the delivery address, contact details and any other information provided to Milieu Studios or the delivery provider are accurate and complete.
Additional costs arising directly from incorrect or incomplete information supplied by the collector may be recoverable from the collector where permitted by applicable law.
13. Payment and Title
Payment must be received in cleared funds before an artwork is released for dispatch unless otherwise agreed in writing.
Title to the artwork will remain with Milieu Studios, or the relevant owner of the artwork, until payment has been received in full.
Nothing in this provision is intended to alter any statutory rules concerning the passing of risk or any other rights which cannot lawfully be excluded.
14. Our Commitment
Milieu Studios is committed to providing collectors with a personal, transparent and carefully managed purchasing experience.
We take particular care with original artworks because every work is unique. Our direct communication process for international purchases is intended to ensure that collectors have sufficient information and an opportunity to ask questions before committing to a purchase, while allowing us to arrange appropriate packaging, insurance, shipping and customs documentation for each individual work.
Our aim is to ensure that every collector makes an informed decision and that each artwork reaches its destination safely and appropriately.