Do all products come tagged with stories similar to the brochure?
Around 80% of our current product range has detailed story tags attached and we provide A4 posters in Perspex frames for our Trade customers to display with our products. Our Point of Sale posters are excellent for increasing sales of our products and helping customers understand how the products are made and the stories behind the products.
What is the Tilnar Art returns policy?
Firstly, please ensure that you always inspect the pallet/cartons you sign for and count them off against the consignment note. If the cartons look damaged or any are missing - you must annotate this on the carrier paperwork. Always sign the goods as UNCHECKED. Next, you must unpack the goods on receipt and notify us of any damages within 5 working days by phone and then in writing within 10 working days.
We will then make a decision as to whether we will replace the goods or issue a credit note/refund. To facilitate our decision we may also ask you for images of the damaged products and we may also arrange a collection of the damaged items. In every case we will do our best to resolve the matter right away. As we use third party carriers please help us to ensure that we are able to take transit damages up effectively with these companies and our insurers.
If an item is to be returned we will refund the original postage cost, but the return postage is to be paid by the buyer, unless the item is damaged or an alternative has been agreed with ourselves.
Does Tilnar Art have a Fair Trade and Environmental Policy?
Yes, please read a full copy of the policy here.
If I place an order how long will it take to receive my order?
This depends on whether your goods are in stock. We will call you on receipt of your order and inform you of your delivery date. In most cases we aim to deliver the bulk of your order within 5 working days of receipt of your order. It is usually quicker but tends to depend on the time of the year and availability. Please do bear in mind that we sell nothing that is factory produced - almost everything is entirely handmade usually resulting in longer order to delivery cycles if we do sell out due to unusually high demand.
How to pay for your goods?
Trade customers should order through the website and we will contact them directly for payment which can be made by card, by Cheque in advance making these payable to Tilnar Art or by Bank Transfer. Please call us for our Bank details. To open a credit account it is advisable that you email us your letter headed paper showing clearly all your trading details and your legal status; our accounts department will do the rest.
England, Scotland & Wales:
Carriage free order value - £300 (excluding Grampians & Scottish Highlands)
Carriage charges - For order values under £300: £9.95 (although additional charges may have to be added for excessively bulky items)
Carriage charges - For order values under £300: £45. For order values greater than £300: £35 (although additional charges may have to be added for excessively bulky items)
All other destinations not listed above will be charged at cost as per our received quotations.
We do not profit from transport and simply aim to pass this fee on at cost and therefore reserve the right to make changes as and when costs increases are passed on to us.
Can I order through the website if I can’t buy what I want in my local retailer or if I live outside the UK?
In short yes but Tilnar Art’s focus is to support our High Street retailers and to sell our fantastic Fair Trade Eco-Friendly Products through all the retailers that we supply. We hope you can buy our stunning products in your local retailer, which will always have the best price, as we charge a minimum of £3.95 UK delivery per private order. Please contact us for your nearest stockists. However, if you are not based in the UK, or you really can’t find what you want in your local shop or garden centre, you may order individual items through this website as each purchase helps us support our Fair Trade producers.
Need more help?
Don’t forget that we are here to help. Call us during office hours on +44 1277 297259. between 9.30am to 5.30pm weekdays or leave a message outside hours and we will gladly help and advise you. Enquiries through our contact form are also welcome and will be dealt with promptly. We aim to provide a level of service that is better than the rest.