Our 123 promise of 100% Safe shopping
1. Simple and secure payment methods
2. Protection via special robust packaging
3. Guaranteed quality and customer satisfaction or your money back
See additional information below
We accept all major credit and debit cards: Visa, Visa Delta, Visa Electron, Mastercard, Maestro, Solo and American Express.
Safer Shopping at Gates Museum
With us, your credit card information and your personal information is safe! We know that you care about security and privacy. Our secure server uses high-grade 256 bit encryption (better than many e-commerce websites) to ensure that all data between you and us is protected from third parties.
We do not share your personal information with third parties, and never will.
If you pay by card, your card information is automatically deleted from all of our online systems when your order is processed. Unlike many other retailers, we see no need to keep your credit card information longer than is necessary to complete the transaction.
Paying by telephone
Our payment system is completely secure, but if you would prefer to give us your card details by phone, that’s fine too. Please just select ‘telephone payment’ when you complete your order and then call our Customer Care team on (+44 from outside the UK). Please remember to have your Gates Museum order ID handy when you call.
If you need to get in touch with us by post, for whatever reason, then please send all mail to the following address:
When will my order arrive?
You will see expected despatch times on each product page. You will see the actual expected despatch date for your order when you checkout. It’s the item(s) with the longest lead-time that determines this date. Please note that the ‘normally ships in’ period refers to the number of days before we expect your order to leave our UK warehouse.
What if I want my order more quickly?
We also offer an express service for unframed print orders and can ship your order by Royal Mail Special Delivery to arrive the next working day for an additional cost (details below). Please note, this speeds up the transit time but not the processing or framing time of your order.
How much will it cost to ship my order?
You can calculate the shipping cost for your order and see whereabouts we ship using the calculator below. Simply choose your destination from the drop down list. Our shipping costs are determined by:
The type of product(s) in your order The total weight of framed prints or the amount of unframed prints The destination for your order
Orders containing only unframed products or unstretched canvas Standard (Normally 1-3 days after despatch) £3.95 Express (Normally next working day after despatch) £6.90 Orders that contain at least one framed print or stretched canvas. Price per order £7.95 20.00% VAT is included.
How will you ship my order?
For UK orders we ship unframed print orders by 1st Class Packetpost. If you’d like your order to be guaranteed to arrive before 1pm the next day we can send it by Royal Mail Special Delivery for an extra £2.95. This is a next working day service for addresses within the UK (this doesn’t include offshore addresses). We ship framed prints by Express service as standard. Special delivery speeds up transit but please note, it doesn’t affect order processing or framing times.
For overseas orders we ship unframed prints orders by Registered AirMail. If you’d like your order to arrive more speedily we can send it to selected destinations by courier. You will see the availability and cost of this service when you checkout. Please note that selecting the courier service does not alter the estimated despatch date that we expect your order to leave our warehouse. We ship framed prints by Express service as standard.
Please note that due to postal service limitations, oversize (where the shortest dimension of the package is more than 84cm) unframed prints are sent by Express service. You will always see the shipping cost when you checkout.
We hope you will be delighted with everything you have bought from us, but if you change your mind for any reason, we are happy to refund or exchange any unsuitable items in their original condition within the time periods set out in the Returns & Refunds section above where returned with a valid dispatch note (online purchases) or valid proof of purchase.
Please note: There are a few exceptions outlined below.
All refunds will be issued to the original method of payment and in the original tender currency.
At Gates Museum we want you to be happy with everything you order from us. But we know there are times when, for whatever reason, you may want to return your item(s).
So, we’ve made our returns policy simple and straightforward. Here’s how it works:
- If you’re not satisfied with your order, just return it to us within 30 days for a full refund (including the shipping costs)
- Simply fill out the information on the returns form, email our customer care team or call us on 0 (+44 (0)outside the UK), with your order number handy and your reason for the return
- As soon as we hear from you, we’ll send step-by-step instructions on how to return your order
- Then, when your returned order is back with us, we’ll replace or refund your item(s)
- We process all refunds within 28 days
Returns: what you need to know
- Your item(s) must be in original condition and repacked in the original packaging
- We recommend you keep proof of postage for any return item(s) as we cannot consider a claim for returned goods lost in transit without one
- If you are a business customer our ‘30 day guarantee’ does not apply. Our business order guarantee only covers faulty workmanship or damage whilst in transit
- We cannot refund shipping costs for orders delivered outside the UK (unless the product is faulty or damaged)
- We cannot offer goods in exchange for the ones that you return
- Comments, complaints and feedback
At Gates Museum we really value your feedback — good or bad. So, if for any reason your order hasn’t been that easy, please get in touch with us on 0845 (+44 (0) outside the UK), or email us at customercare@Gates Museum.com so we can do better next time.
We respond to all complaints within a maximum of 5 working days.
As well as our refunds policy, you also have a legal right to cancel your online purchase with us for any reason if you are a customer within the European Union. Although it’s legally called a “cancellation” right, you will still receive your order and need to return it.
You can cancel up to 14 calendar days from the day after you receive your order.
If you wish to cancel you must tell us in writing or via the page here within 14 calendar days from the day after the date on which the products are delivered. The best way to do this is to go to the “Ask us your question” box and choose Returns & Refunds as the email subject. Complete all the details. In the “ask question” box, please enter “Cancelling Order” at the top (where it says “type your question in here”). Then give details of why you would like to cancel your order with Gates Museum.
Please return your products to us as explained in the information enclosed with your parcel. All UK returns are free but you will have to pay the cost of returning your order from other EU countries. You should keep evidence of having given your cancellation notice, such as a certificate of posting.
If you cancel your order you will be reimbursed the cost of items cancelled, plus postage if the entire order is cancelled (up to the value of Gates Museum Standard Postage only), and you will be responsible for returning the goods to us.
What happens if my item is out of stock?
If this happens we will let you know as soon as possible. Whilst we keep large stocks and do everything we can to make sure that all items online are also available offline, sometimes items may go out of stock temporarily.
Do you deliver to P.O. Boxes?
No, unfortunately we cannot deliver to P.O. Boxes.
Will my order be subject to VAT?
All prices shown include VAT at the standard UK rate. If your order is being shipped to other EU countries you will be charged VAT at the rate shown in the shipping cost calculator above. Orders shipping outside of the EU will not be subject to VAT. In all cases, you will see the VAT rate and amount to be charged when you checkout.
Will I need to pay local tax or duties on my order?
If your order is being shipped outside of the UK it may be liable to local taxes or duties. Any such charges are your responsibility.
How do I cancel my order?
You can cancel your order at any time before it’s despatched. Simply send us an email at firstname.lastname@example.org with ‘Order cancellation’ and your order number in the subject line and we’ll cancel it straightaway.
Giclee Fine Art Printing – Somerset Enhanced Velvet*
*Somerset Enhanced Velvet is a 255 gsm fine art paper made from 100% cotton, to give a sheet made with one of the purest forms of cellulose. Mould made using traditional methods; this exquisite paper has a high whiteness without unnecessary use of optical brightening agents.
Our fine art paper is sourced from the world famous St Cuthberts Mill, paper mills,
All Gates Museum Original Fine Art Prints are only produced
by a ‘Fine Art Trade Guild Accredited’ Fine Art Printer.