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Delivery & Collection

Where’s my order?

Please note you will receive email and text updates from us and our carriers partners, to inform you of your delivery. If there's something missing from your order, our items often arrive in separate parcels. These may be delivered by different couriers, who deliver up until 7pm. So part of your order may still be on its way. If you've already checked your order history, and you still have a question please contact ‘Customer Services’.

How can I track my order?

We will keep you updated about your order via email. You will initially receive a confirmation of purchase email from us and then a further email regarding shipping information including when the item has been despatched. To get your order delivered to you as quickly as possible, there maybe occasions when the items separately and perhaps by different delivery couriers. If there's something missing from your order, our items often arrive in separate parcels. These may be delivered by different couriers, who deliver up until 7pm. So part of your order may still be on its way.

What if only part of my order has arrived?

To get your order delivered to you as quickly as possible, there maybe occasions when the items separately and perhaps by different delivery couriers. Look out for any emails updating you about your order. You can check the status of your order via My Account. If you purchased your order as a guest, please contact ‘Customer Services’.

Where do you deliver to?

We deliver worldwide, excluding framed prints and canvas wraps due to the postage costs involved. Frames and Canvases are shiped within the EU, US and Canada. Prints, books, cushions and other products are available worldwide. Please see our ‘Delivery and Collection’ page for more information on the timescales. Postage is calculated automatically at the checkout stage. If there's something missing from your order, our items often arrive in separate parcels. These may be delivered by different couriers, who deliver up until 7pm. So part of your order may still be on its way. If you've already checked your order history, and you still have a question please contact ‘Customer Services’.

Brexit implications & Tax

From 1 July 2021 if ordering from this website you WILL be charged Vat (and Duty if appropriate) and a handling fee ON DELIVERY of your order if the value is higher than your local country threshold. This applies to ANY orders for overseas delivery. If ordering from stephenballphotography.com ALL international customers are responsible for any Vat, Duty or handling fees they may incur on delivery. No returns will be accepted for refusal to pay any applicable custom fees.

Returns & Refunds

Retuning items

Custom products - Most items for sale on this site are custom made products. These include all photographic images such as prints, canvas prints and greetings cards, they are made to order and are not eligible for return under the Consumer Protection (Distance Selling) Regulations 2000. They may only be returned if damaged in transit or there is a manufacturing defect. Other products - Where sales are covered by the distance selling regulations and are cancelled, such as books, the buyer is responsible for returning the goods to us at their own expense. We recommend you insure the goods while in transit as goods not received or received damaged will not be refunded. If there's something missing from your order, our items often arrive in separate parcels. These may be delivered by different couriers, who deliver up until 7pm. So part of your order may still be on its way. If you've already checked your order history, and you still have a question please contact ‘Customer Services’.

Refunds

Please notify us of any damages or defects within 24 hours of receipt (so we can inform the carrier) by phone or email, see Contact page of our website. If the package requires a signature and is damaged please note that with the carrier at the time of delivery. We will contact you with a returns number and instructions on how to return. Returns will not be accepted without prior notification and a returns number. Products for return must be sent within 7 days of receipt including the original packaging. It is your responsibility to wrap products adequately to prevent damage. We recommend that you obtain proof of posting and insurance as goods not received, or received damaged, will not be refunded. Your name, address, order number and returns number must be included in the package together with a description of the damage or defect. We will supply you with the return address. A full refund, including original and reasonable return postage costs, will be issued on receipt of the products, subject to inspection and the goods being found damaged or defective. Damage suspected as malicious and deliberate will void our returns agreement and sales contract.

Ways to pay

Credit and Debit Cards

With the exception of American Express, we accept all credit and debit cards. All payments are secure.

Pay with Apple Pay

We except Apple Pay. Please select this option at the check out stage.

Gift Vouchers

Gift vouchers are available and can be used in full or part payment towards any products available unless otherwise advised.

Store locations

The Leith Collective

We have partnered with The Leith Collective shop located within Ocean Terminal Shopping Centre in Edinburgh. A small stock of prints and framed prints are available.

Amazon

A number of products are available on our Amazon store. We are developing this all of the time.

My Account

Accessing my Account

You can access your account my selecting ‘My Account’ at the top of the page. Here you can track your orders. Payment details are also stored for future purchases.

I have forgotten my password

If you have forgotten your password, you can request a reminder via the ‘My Account’ link.

Ordering

Placing an order

You can place an order by choosing an item and selecting add to basket. You can then select continue shopping to progress to checkout.

Has my order gone through?

You will receive an automated email to confirm receipt of order and then a further email when the order has been completed and shipped. Tracking information is included within the email.*

I want to cancel an order

If you would like to cancel an order, please contact us ASAP. As many of our products are custom made, once they have been created and shipped we may not able to issue a refund unless the item is damaged. Please see our returns and refund tab for more information.

Get in Touch

Complete our online form. We aim to reply within 24hrs.

LIVE CHAT

Available Monday to Friday 9am to 5pm and Saturdays 10am to 3pm.

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