FAQs

If you have placed an order with Rock Salt Prints but have not received an order confirmation email, please email us at orders@rocksaltprints.com and we will update your order information so you can receive your order confirmation properly. We will need the full name on the order and your email address.

An automated e-mail with an order confirmation will be sent to the e-mail address that was given when completing the order. If you have not received your order confirmation, please check your spam folder. Please note that it can take up to 24 hours before you receive the order confirmation. Some email accounts such as Hotmail and Gmail often reject our automated emails, in that case, we will need to send it to you manually.

If you checked your spam mail and waited 24 hours and still did not receive the confirmation e-mail, we recommend you contact us by email so we will investigate this for you.

If you have provided incorrect information such as a delivery address, email address or telephone number etc. Please contact our customer service as soon as possible so they can manage to change your information prior to sending your order. Unfortunately, if the incorrect information affects the delivery of your package and your order is already sent out before you contact our Customer Service, as a customer you’re responsible for the extra costs that may occur.

We know you need your products fast. As soon as you have placed the order, we’re on it! Unfortunately, this means we will be unable to make any changes as it is already being processed at the warehouse (usually within seconds).

Contact us as soon as possible via email – orders@rocksaltprints.com or call us on +44(0)1932 943 088. However, we can’t guarantee that we’ll have enough time to cancel your order, as our packing/shipping department prides itself on getting products heading our customers’ way quickly.

If your package and products were damaged upon arrival please contact us as soon as possible with pictures both of the damaged packaging and the damaged goods as well as the name on the order and order number, please. You can email us at orders@rocksaltprints.com. As soon as we receive the pictures of the damaged package and products we will handle your request. We do not require the damaged items sent back to us.

Please start with double-checking your order confirmation to see what you ordered. If you have not received the ordered product please email us.

Our delivery time will depend on the product you ordered. It is between 3-14 business days (excluding weekends and Bank Holidays) to the United Kingdom, calculated from the day after you submitted your order.

Additional delivery information: 

Posters (Unframed) – 3-5 working days

Posters (Framed) – 5-7 working days

Canvases (Stretched & Framed) 5-7 working days

Chopping Boards – 3-5 working days

Cushions – 5-7 working days

Glass Splashbacks – 10-14 working days

Acrylic Panels – 10-14 working days

Embellished Premium Artworks – 10-14 working days

UV Varnished Premium Artworks – 7-10 working days

Clothing – 7-10 working days

We utilise different shipping partners, depending on the size of your order. We mainly use FedEx /  Royal Mail / DX and Parcel Force.

Free shipping on orders over £39. For orders under £39, we will charge a fee of £3.95.

Your order will be packaged and sent out as soon as possible. As soon as it has been picked up by the freight company we will activate your parcel number, after which you will receive another email that includes the tracking link. Sometimes products will be shipped separately and you will receive multiple tracking numbers. Unfortunately, our system is currently unable to partial ship the order, therefore your order will be fully fulfilled when the first item is ready for shipping. Unfortunately, this can cause confusion, we are currently working on fixing this issue.  It can take up to 48 hours for the tracking link to be activated. If you do not receive a tracking link, please contact us.

Unfortunately, we are unable to ship to Isle of Man, Jersey, Guernsey, or other locations in the Channel Islands.

Rock Salt Prints does not want or expect you to pay customs fees. You will only pay what you pay at check out and there won’t be any additional fees or charges in the UK.

Once your order has been dispatched from our warehouse you will receive your parcels tracking link in your shipping confirmation email. Note that it may take 48 hours from when you received the shipping confirmation email before the tracking link is active.

In the event that products are returned to us due to customers failing to pick up their package, we charge a £15 flat fee to resend the parcel. This covers shipping to and from you, as well as handling and restocking of products.

Yes, there is a 14 – day return policy for products purchased at Rock Salt Prints. This means that you have the right to return your purchase by contacting us within 14 days of the date you took receipt of the ordered product or the order reached the collection point (cooling-off period).

After the frames have been taken out of the original factory packaging you cannot return them. We only accept products that are in their original state.If the frames are still in the original packing and you would like to return them, please read the information below in “How to make a return”.

Please note that the return must be sent back to us in a resalable condition.

The parcel needs to be packaged the exact same way it was when you received it from us. It is important to re-roll the posters in the protective paper since it ensures they do not shift during transit. When you’ve re-rolled the posters in the paper, use sticky tape so we can take it out of the tube easily upon return.

To book a return let us know the following information:

– Order number

– Customer Name

– Emails registered for purchase

– Reasons for return

– Name product(s) you want to return

The return shipping cost needs to be covered by the customer.

Once the return has been received and processed, we will register the credit and send you a confirmation via email. The return process can take up to 14 days after we receive the return back to the warehouse.  Save your receipt from the courier you are using until the return confirmation email has reached you as proof of the return and to make a claim if we receive the items damaged or the item is lost.

If you would like to exchange your received products for something else, it is processed like a regular return. The products that will be returned must be in original packaging and condition. We will refund you as soon as we receive the products. You can then make a new purchase in our webshop.

The return shipping cost needs to be covered by the customer.

In the event that products are returned to us due to customers failing to pick up their package, we charge a flat fee of £15. This covers shipping to and from you, as well as handling and restocking of products.

Klarna and ClearPay are an instant online payment method, just like any other online card transaction. Klarna and ClearPay are our additional payment provider for our UK orders. If you have any specific questions regarding payments made with Klarna and ClearPay, you are always welcome to contact them directly. Klarna and ClearPay pay later gives you the opportunity to pay by invoice, 30 days after your order has been placed. Please see the following requirements in order to use these payment options: – The customer has to be over 18 years old. – Customers must have a billing and delivery address registered in the UK. – Please note that both Klarna  and ClearPay will perform soft searches with credit reference agencies, on application to use the payment method, to determine if you are eligible. These soft searches do not impact your credit file, either at application or if a payment is missed or late, and are only visible to you and Klarna / ClearPay.

Yes, you can pay with Visa, Mastercard and American Express.

Yes, you can with PayPal.

We are not offering company (B2B) orders at the moment but hope that we will do it in the future.