THE ART FILE HELP CENTRE
Here's how we can help
ORDERS
We offer free tracked delivery on all UK orders over £30. Order before 2pm on a working day for next day tracked delivery.
All orders placed before 2pm Monday-Friday are shipped on the same day. Any order after 2pm will be shipped the next working day.
All UK orders should arrive within 1-3 days, with international orders taking up to two weeks to arrive.
International orders usually arrive 1-2 weeks after the order is placed, depending on couriers and customs. Postage cost for international orders is automatically calculated at checkout depending on the weight of order and your location.
Please be aware that you may be liable to pay a fee once your order arrives at customs. If you are ordering to the US, you may also be liable to pay a US tariff fee, the amount of which will be depend on what you ordered.
If you have ordered with tracked shipping, you will receive a tracking code when your order is shipped. You can then track your order using the code on the courier website.
If your order has arrived damaged or something else isn't right please get in touch with us using the form below and we'll do everything we can to make it right.
If your order hasn't arrived when it was meant to, or the tracking is showing something that doesn't seem right, please get in touch with us using the form below and we'll do everything we can to find your order.
SHIPPING
We offer two standard UK delivery options, and free UK shipping for any orders over £30. Prices for UK shipping may vary depending on the size and weight of your order. Please check the price of your shipping when you checkout.
All UK orders should arrive within three working days. Delays to orders may vary depending on the shipping carrier.
- Standard Delivery (1-3 Working Days)
- Tracked Delivery (1-2 Working Days)
We use the Royal Mail for the majority of our UK orders, and on some occasions we use DHL.
We ship internationally to most countries around the world. Unfortunately we are currently unable to ship to EU countries. We're really sorry for this inconvenience.
International orders usually arrive 1-2 weeks after the order is placed, depending on couriers and customs. Postage cost for international orders is automatically calculated at checkout depending on the weight of order and your location.
Please be aware that you may be liable to pay a fee once your order arrives at customs. If you are ordering to the US, you may also be liable to pay a US tariff fee, the amount of which will be depend on what you ordered.
We cannot guarantee that import fees, duties, or taxes will not be charged on international orders. These fees are determined by the customs department of the destination country and are beyond our control. The amount, if any, can vary depending on the value of your order and local regulations, and we are unable to predict or influence these costs.
RETURNS
Yes! You have a legal right to cancel your order within 14 days of receiving your goods, without giving a reason, subject to certain exceptions.
Once you notify us that you wish to cancel your order under your 14-day cooling-off rights, you have a further 14 days to return the goods to us.
Please use our Online Return Form or the contact form below to notify us that you'd like to return your order.
Once you have notified us that you wish to cancel your order, you have a further 14 days to return the goods to us. Please see full details on our returns policy. Our returns address is:
2WL LTD, Pleasley Vale, Mansfield, NG19 8RL
We will always endeavour to issue the refund on the same day the return order arrives at our warehouse. Once the return is finalised, it can take up to two working days for the payment to be refunded.
If you have received an item that's damaged, please get in touch with us using the form below and we'll send out a replacement as soon as possible.
All our jigsaw puzzles are made in partnership with Gibsons Games. If you're missing a puzzle piece or there's a problem with your puzzle, they will be more than happy to help you. You can let them know about a missing puzzle piece by filling in their faulty form.
GENERAL
If you're looking for a specific card or product and you can't find it on our website, please get in touch with us using the form below and we should be able to help you. If you have any photos or the code of the product then please include this in your email.
We have a variety of stockists in the UK and around the world. If you're looking for a stockist closest to where you live, please get in touch with us using the form below and we'll be able to help you.
If you're a trade customer and you'd like to open an account with us, please head over to our trade website and register for an account. We'll be in touch within one week after receiving your application.
If your discount isn't working, it might be that our sale has ended. If you have a discount outside of a sale, please get in touch with us using the form below and we'll do what we can to help.
We are always open to accepting artist submissions. If you'd like to submit your art then please send a portfolio over to submissions@theartfile.com and we'll be in touch if we'd like to explore something with you. If you'd like feedback on your art, please include this in your submission. Please note that we do not accept AI art submissions.
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