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What can you tell me about your Customer Service?

Customer Service is excellent – please see the Testimonials page on this website. I have a lifetime of happy customers for my work and my customer service. Examples: “ We love the finished painting, it’s just how we imagined it, and thank you for taking so much trouble to get it right”. Another client said: ”Jan’s customer service was excellent.”

Ballerina Dancing in Light

What is the process for Commissioned Pieces?

Fill in the Contact Form with your requirements and I will get in touch to discuss details of your commission. You will need to supply adequate photos for me to work from clear, showing correct colours and lighting.

Once we have agreed the subject, size, painting medium and price you pay a 25% deposit. I will email you during the painting process with photos showing progress. You may make suggestions / requests within reasonable limits ( ie not starting completely from scratch.)

Therefore by the time you receive the emailed photo of the finished work you should be able to approve it and pay the balance. Once this is received I will carefully pack and post your painting to you. Please note commissions are unframed so that you can choose your own frame, keep shipping costs down, and avoid accidental damage during transit.

In the unlikely event that you are not satisfied with your commissioned piece you can return it to me at your own cost for modification according to your specifications – though ideally this should be done during the painting process.

Commissioned portrait in oils of two Red Setters

What is your Refunds and Returns Policy?

In the extremely unlikely event that there is any damage to a painting or frame when you receive it please email me immediately with a photo of the damage. I will issue a part refund to cover the cost of replacement framing or a repair to the canvas.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

  1. Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

2. Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Only regular price items may be refunded. Sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: 33 Malthouse, Dispensary Street, Alnwick, NE66 1LN.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Mixed media painting of Venice

To return your product you should mail your product to: 33 Malthouse, Dispensary Street, Alnwick, NE66 1LN.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. Otherwise we don’t guarantee that we will receive your returned item.

Contact me via the Contact form or by email to for refunds and returns.

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