Shipping policy

Last updated: 26 July 2026

This policy applies to orders placed through Serene Archive.

Where We Deliver

We currently accept orders for delivery to addresses within the United Kingdom only.

Orders placed using an address outside the United Kingdom may be cancelled and refunded.

Made-to-Order Production

Each product is printed specifically after your order is placed.

Before completing your purchase, please check:

The selected artwork
Product type
Print size
Frame option, where applicable
Quantity
Delivery address

Unless expressly stated otherwise, frames, mounts, furniture and decorative items shown in lifestyle photographs are not included.

Processing and Production

Orders are usually submitted for production shortly after payment is confirmed.

Production time is separate from delivery time and may vary depending on:

The product ordered
The fulfilment location
Current production demand
Seasonal order volumes

We cannot guarantee that an order can be changed or cancelled after production has started.

Please contact us immediately if you notice a mistake. We will try to correct the order, but this may not be possible once fulfilment has begun.

Your statutory cancellation rights are not affected.

Delivery Estimates

Estimated delivery dates shown at checkout are estimates and are not guaranteed unless expressly stated otherwise.

Delays may occasionally occur because of:

Carrier disruption
Adverse weather
Peak seasonal demand
Production delays
Circumstances outside our reasonable control

Where tracking is available, it will be sent after your order has been dispatched.

Tracking information may take some time to update after the shipping label has been created.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate delivery address.

Please contact us immediately if you notice an address error.

An address may sometimes be corrected before dispatch, but changes cannot normally be made once the order has shipped.

If an order is returned because of:

An incorrect or incomplete address
Failure to collect the package
Refusal of delivery
An unavailable recipient
Failure to respond to the delivery carrier

you may be responsible for reasonable reshipping costs.

Any applicable reshipping charge must be paid before the package is sent again.

Lost or Missing Orders

Please contact us if your order has not arrived after the estimated delivery date.

Before contacting us, please:

Review the tracking information
Confirm the delivery address
Check with household members
Check safe places around the property
Check with neighbours or building reception
Contact the delivery carrier

Orders believed to be lost in transit should be reported within 30 days of the estimated delivery date.

To report a missing order, email:

serenearchive.co.uk@gmail.com

Please include your order number and delivery address.

If the carrier confirms or reasonably considers the package lost, we will investigate and may provide a replacement or refund.

Where tracking shows that the package was delivered, we may ask you to contact the carrier and complete further checks before a remedy is approved.

We will reasonably assist with an investigation. However, we are not automatically responsible for theft or loss occurring after a package has been correctly delivered to the address supplied.

Your statutory rights remain unaffected.

Refused and Unclaimed Deliveries

Please do not refuse a delivery as a way of requesting a return.

A refused or unclaimed package may be returned to a fulfilment facility rather than to our customer return address.

Where a package is returned because it was refused, unclaimed or not collected, you may be responsible for reasonable reshipping or return costs where permitted by law.

Any refund will be assessed once the package has been located and accounted for.