Shipping, Returns and Refunds Policy
Last updated: August 2026
I want you to feel confident when buying work from my studio. As many pieces are original, handmade or created specifically for an order, different return conditions apply depending on what you purchase. Nothing in this policy affects your statutory rights.
If something isn't right with your order, please contact hello@helenatraill.co.uk and I will do my best to help.
This policy applies to purchases made through the Helena Traill online shop.
Items eligible for return
Subject to the conditions below, returns may include:
merchandise;
original paintings priced under £500;
other standard, non-personalised products where a statutory right of cancellation applies.
Please contact hello@helenatraill.co.uk within 14 days of receiving your order if you would like to return an eligible item.
Original paintings over £500
Because these are unique, high-value original artworks, I do not offer an additional voluntary change-of-mind returns policy on original paintings priced over £500.
However, where an original painting is purchased online, any cancellation or return rights that you are legally entitled to as a consumer will still apply.
If you are considering purchasing a larger original and would like additional photographs, video, measurements or information before buying, please contact me at hello@helenatraill.co.uk. I am very happy to help you make sure the piece is right for you before purchase.
Commissions and personalised work
Commissioned, personalised and genuinely bespoke artwork is created specifically for you and cannot normally be cancelled or returned simply because you have changed your mind once work has begun.
This includes paintings created to an agreed commission brief and artwork altered or personalised specifically at your request.
Commission deposits are normally non-refundable once work has commenced, subject to the individual commission agreement.
Prints
Many prints are produced individually following an order.
Where a print is personalised or produced to specifications chosen specifically by you, it may not be eligible for a change-of-mind return.
Standard, non-personalised prints remain subject to any cancellation rights that apply under consumer law.
Faulty, damaged or incorrect items
The exclusions above do not apply where an item is faulty, damaged, incorrectly supplied or not as described.
If there is a problem with your order, please contact hello@helenatraill.co.uk as soon as possible with your order details and photographs where appropriate.
Your statutory consumer rights remain unaffected.
Exchanges
I don't operate a standard exchange service. If you would like a different item, the simplest option will usually be to return the eligible item and place a new order.
Contact
For returns, refunds or questions about an order, please contact:
Helena Traill
Email: hello@helenatraill.co.uk
Studio: Unit 50, Willway Yard, Bristol, BS3 4BG