FAQs

SECTION A: Orders & Delivery

How do I track the progress of my order?

Just login to your account and click on ‘My Orders’ – this will take you to the online tracking which will have the most up-to-date information available.

How do I know when my order will arrive?

Once your order has been dispatched, you will receive an email with all the delivery details you will need.

Can I provide additional delivery instructions?

To provide us with additional delivery details please contact us

My order hasn’t arrived?

If your delivery date has passed and you have not received your order:

For an order placed over the phone: You may track your order(s) via the email confirmations you received from us.

For orders placed on the website: You may track your order by going to ‘My Account’ on the website if you can’t see the info you need via the above options then you should contact us.

How can I contact your delivery company?

We have a few carriers that deliver for us, so we’ll send you an email once your products are dispatched, with information on how to contact the delivery company that has your product(s).

If you have not received this email, you can login to your account and you will be able to see which carrier has your product(s) as well as their contact details.

What if my order is incomplete?

This should rarely happen, though if it does, please get in touch  and we’ll sort this out for you.

What happens if I’m not there when delivery is attempted?

We use different delivery services depending on the size of the parcel.

Small/medium parcels: If you’re not there when they try to deliver, our delivery partner will leave a card with your unique parcel reference number so you can arrange re-delivery.

Large parcels: Our delivery partner will contact you before the delivery to propose a delivery date and time frame, and give you the option to reschedule this if it’s not convenient. If you’re not at home at the agreed time, your item will be returned to their warehouse. We might be able to arrange re-delivery but this might incur an extra delivery cost at the rate originally paid.

In all cases we’d advise you try and be at your delivery address on the original delivery date, so your items don’t stay too long in transit and you can enjoy it as quickly as possible.

Can you leave my delivery with a neighbour?

For smaller prints this is no problem, however with the delivery of larger prints, we recommend being available to take receipt of your order so that the courier can place the product in a room of your choice.

Can I choose my delivery date?

Choosing the exact date is not 100% guaranteed though we can hang on to your order until nearer a time that is more suitable – just let us know when your preferred delivery date is and we will try to arrange this for you.

I have not heard from your delivery company yet?

Our delivery partners should contact you within 5 working days of your order being dispatched. If it is over 5 days, please contact us and our customer service team will look into it for you.

Please Note: If you are an offshore customer, order dispatch can take up to 14 days

I’ve received only part of my order?

Please check your dispatch confirmation – it may be that your additional items will follow at a later date.  If you placed your order online you may also track your order by logging in and going to ‘My Account’

It’s been longer than the estimated lead time and I still haven’t received my order, what should I do?

Firstly, we’d like to apologise. We work hard with our printers to reduce lead times and avoid delays, which we let you know about as and when they arise. If you’ve been waiting longer than you should have and you haven’t heard from us, please login and go to ‘My orders’ to get the most up to date information on the whereabouts of your products.

I’ve tracked my order with your delivery company and it says it’s been lost, or has already been delivered, but I don’t have it. What should I do?

We use specialist third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or they may have left your delivery with a friendly neighbour. Don’t worry, we’re here to help. If you still have not been able to track your order down, just get in touch.

What happens if the carriers lose my parcel?

This rarely happens, however if you have not received your order, please email us at info@12ten.ltd and we’ll be able to investigate further for you.

I was given a time slot and the delivery company have not arrived?

The delivery time slot is just an indication of when to expect your delivery – sometimes the drivers are delayed by traffic or other issues, but they should be with you soon.

I’ve waited in all day and my delivery did not arrive.

Firstly, we’re very sorry. Let us know your details and a convenient delivery date and we will rearrange delivery for you.

Can my order be sped up?

As we make items to order directly with the manufacturers, orders cannot be sped up. We do sometimes have extra stock in our distribution centre which is marked as ‘express delivery’.

I want to place a large trade order?

We’re happy to hear you’re interested in shopping with nathaniel-curtis.com

We do not have a dedicated Trade Department but if you wish to place a large order e.g. over ten items then please email us at info@12ten.ltd and we will arrange your order from there.

SECTION B: Payment & Delivery

What are your delivery charges?

The delivery charge is based on the subtotal of the item(s) in your basket before discounts and delivery pricing is applied to your order. Below you will see a breakdown of delivery costs:

Prices to be confirmed how long will my item(s) take?

On the product page for each item you will see a dispatch estimate e.g. 2 – 3 weeks. From dispatch to delivery it will typically take 2 working days for small and medium items and up to 10 working days for larger items. Offshore deliveries can take up to 14 working days.

How will my item(s) be delivered?

Small Items Under £50: 

Delivery will happen within 2 working days of dispatch. On the day of delivery you will get an SMS text message and an email letting you know that delivery will take place between 9:00 and 17:00. If you are not at your delivery address to take delivery, a card will be left and you will be able to collect the product(s) from your local post office at your convenience, or login to the post office website to rearrange a delivery Please Note: Delivery will be made to the front door of your house/building but packaging will not be taken away by the carrier.

Small Items Over £50: 

Delivery will happen within 24 hours of dispatch. You will be sent a text message and email the evening before the delivery day letting you know that delivery will happen the next day. On the morning of delivery, our delivery partner will send you a text message (to the phone number you gave with your order) to let you know your 1 hour delivery slot. You will have the option to reschedule delivery to a different date, leave it with a neighbour or send to a local depot for collection. Please Note: Delivery will be made to the front door of your house/building but packaging will not be taken away by the carrier.

Small Prints (e.g. A5 & A4): 

Once our delivery partners have received your print(s) you will receive an email from them with a tracking link that will allow you to book in your most convenient delivery date and time slot. If no date and time slot are booked within 24 hours, the carrier will give you a call to schedule this in.

Large Prints (e.g. A3, A2 & A1): 

Our delivery partner will be in touch with you a couple of days before the delivery is due. They will propose a delivery date and time slot for you to confirm (or reschedule if it is not convenient).
Weekend Delivery: Delivery usually happens during weekdays, though some carriers do offer a Saturday or Sunday delivery option. Where applicable, you can opt for this at checkout. Unfortunately, if you have already placed your order and selected a standard weekday delivery, we are unable to change your order to a weekend delivery. Please Note: We charge extra per delivery for weekend services so if you choose to get your items delivered separately, it will cost you more.

How can I pay for my order?

We accept all major credit and debit cards including Visa Credit, Visa Debit and MasterCard. We also accept American Express and PayPal.

What happens if I’m not in when my items are delivered?

We use different delivery services depending on the size of the parcel.
Small/medium parcels: If you’re not there when they try to deliver, our delivery partner will leave a card with your unique parcel reference number so you can arrange redelivery.

Large parcels: Our delivery partner will contact you before the delivery to propose a delivery date and time frame, and give you the option to reschedule this if it’s not convenient. If you’re not at home at the agreed time, your item will be returned to their warehouse. We might be able to arrange re-delivery but this might incur an extra delivery cost at the rate originally paid.

In all cases we’d advise you try and be in on the original delivery date, so your items don’t stay too long in transit and you can enjoy them as quickly as possible.

Can I place an order over the phone?

Yes – just get in touch with our sales team on number TBC, and we’ll be happy to help.

Can I get a VAT invoice?

Of course! This is provided to you straight away in your confirmation email. You can also find a copy in My Account under My Orders (it will be located just under your order number; go to ‘Print Order Details’ and there you will find your VAT invoice).

Can I pay by cheque or purchase order?

Unfortunately, we do not accept cheque or purchase order as a form of payment.

Can I get a vat refund for items that I am exporting outside of the EU?

Unfortunately, nathaniel-curtis.com is unable to participate in the Retail Export Scheme, as this scheme does not apply to goods sold over the internet. As such, nathaniel-curtis.com is not legally permitted to reimburse VAT charged on purchases made through our website. Please see HMRC website for further information here

Can I track the progress of my order?

See Section A

Can I change my delivery address after I’ve ordered?

Of course! Just log into ‘My Account’ and you can update your delivery details there. You can do this at any time up until 48 hours before we dispatch your item(s) for delivery from our UK distribution centre. If your items have already been dispatched, changing your delivery address isn’t usually possible, and you may be charged for arranging re-delivery.

SECTION C: Returns & Refunds:

I would like to return my order – within 14 days

If you have changed your mind or the item is no longer suitable you may return the item for an exchange or a refund. NOTE: This is only applicable for prints: To do this you should email us at info@12ten.ltd 

I would like to return my order – over 14 days

As we’re based online, we understand that sometimes a piece of artwork might not be quite what you imagined. So we give all of our customers 14 days to return any item.

However, if it is over 14 days since you received your item then we are unable to provide an exchange or refund.

How do I cancel an order?

You are free to cancel your order and to get a full refund up until the product has been dispatched in the UK. Simply email us at info@12ten.ltd and we will cancel your order and organise your refund.

What if my order is damaged?

At nathaniel-curtis.com, we do our best to ensure the quality of all of our printed artwork. Despite the series of quality checks, occasionally artwork does arrive with damage. Should your artwork not arrive in perfect condition, please email us at info@12ten.ltd and we will be on hand to resolve the issue and to advise on the best solution, including refund or repair options.

In order to help us assess the situation, we ask that you send a photograph of the product fault to info@12ten.ltd and we can proceed from there.

How will I be refunded?

The refund will go back onto the same card you used to place the order with us, and will be paid back to you via a return transaction

Can you process my refund onto a different credit/debit card?

Unfortunately this is not something we are able to facilitate. Any refund must go back on to the card used at the time of purchase.

When will I see my refund in my account?

Your refund should appear almost immediately, but it can vary depending on the bank and type of card you’ve used.

How can I change my delivery address?

You can change your delivery address in ‘My Account’ at any time until 48 hours before we dispatch your item(s) for delivery from our UK distribution centre. If your items have already been dispatched, it is usually not possible to change your delivery address and you may be charged for arranging re-delivery.

Website

How do I manage my account?

Login: Create an Account or Sign in on the right

Forgotten Password: If you’ve forgotten your password, you can select “Forgotten Password” and we’ll send you a new one – remember to check your spam folder if you don’t see our email in your inbox after a few minutes as it will be auto generated. 

Once you’ve logged in, you’ll be able to:

  1. Track your order / Note when your product will be ready
  2. Get delivery information if your order has been dispatched
  3. Get a VAT Invoice
  4. Change your delivery address (if your order has not been dispatched)
  5. Put your order on hold if you’re moving house or will not be able to receive it before a certain date. Your order(s) can be held up to 3 months from purchase.

How do I change my personal details?

You can change your account details by clicking here and logging into your account. You can also change your delivery details for pending orders here.

I am new to nathaniel-curtis.com, how do I place my first order?

Firstly, a big warm welcome to nathaniel-curtis.com – we are thrilled you would like to place an order! Simply Create an Account and start browsing the website. Because we make most items to order we will need to take full payment in advance, but we take most credit and debit cards and accept payment via PayPal

I can’t see my order history online?

If you have placed your order online you will see all history of that order.  Any orders placed over the telephone with a customer services advisor will not be in ‘My Account’ online.

For any orders placed over the telephone you will still receive all email communication giving you step by step progress of your order.

Taking Care of your artwork

Sun damage Prints on any substrate materials are sensitive to sunlight. We’d recommend that you avoid displaying the artwork in direct sunlight to avoid the image fading.

Damp

Whilst care is taken to print these images onto board, canvas or paper, it is advisable to avoid sources of damp near the artwork as this has the potential to cause rippling of the substrate.

Recommendations

If unsure about how to care for your artwork, and if the image is printed on high quality paper, it is always best to frame the image behind glass to ensure it does not get damaged.

Terms & Conditions

Please read the following terms of use and disclaimer carefully before using this website.

By using this site, you agree to these terms of use. If you do not agree to these terms, you may not use this site. nathaniel-curtis.com reserves the right, at any time, to modify, alter, or update these Terms of Use, and you agree to be bound by such modifications, alterations, or updates.

nathaniel-curtis.com is owned and operated by 1200TEN Ltd, a Company registered in England.

Governing Law:

Your use of this site and any purchase by you on this site of any products will be governed by English Law and will be deemed to have occurred in the United Kingdom.

Copyright:

All content included on this site, such as text, graphics, logos, button icons, images, audio clips and software, is the property of 1200TEN Ltd or its content suppliers and protected by U.K. and international copyright laws. The content and software on this site may be used as an information and shopping resource. Once you have purchased & downloaded a hi-res image file then this is your own personal copy for printing on to a substrate or displayed on tablet phone or screen for private use & display only. Any other use, including the reproduction, modification, distribution, transmission, republication, display or performance, of the content on this site for public or commercial use without the permission of nathaniel-curtis.com and 1200TEN Ltd is strictly prohibited. 

Order Acceptance:

The receipt of an email order confirmation does not constitute the acceptance of an order or a confirmation of an offer to sell. 1200TEN Ltd reserves the right, without prior notification, to limit the order quantity on any item and/or refuse service to any customer. Verification of information may be required prior to the acceptance of any order.

1200TEN Ltd makes every effort to ensure the content on this website is correct at the time of publishing (including product descriptions and prices). However, please note that we may only accept orders if there are no material errors in the description of any goods featured or their prices as advertised on this site.

Payment for goods and delivery charges:

1200TEN Ltd can only supply goods that are ordered online via the website, email or telephone or in person at a show/event/ 1200TEN Ltd owned retail outlet. All payments, including shipping costs, must be paid by credit, debit card or cash if ordered in person. 1200TEN Ltd will not accept any other form of payment. All transactions are completed on a secure server.

1200TEN Ltd is not responsible for parcels damaged during shipping.

1200TEN Ltd is not responsible for international duties or taxes. All international duties and taxes in relation to your order are the responsibility of the purchaser.
Shipping costs:

Prints:

UK delivery £8, worldwide £9

For framed prints and other items a shipping quote is available on request.

Delivery times:

Orders are shipped within 24hours of receipt of payment. All UK parcels are shipped via the 1st Class Recorded ‘Signed For’ service, or ‘Special delivery’.

Worldwide orders are shipped ‘Airmail’. These prices are subject to change at any time without notice.

Delivery:

Please allow us up to 2-3 working days to process your order. You will receive an email once your order has been dispatched.

Christmas post Orders will be shipping out on a daily basis until December 23rd, except for weekends.  Orders take around 7 days to the US, 5 to mainland Europe and next day for the UK.

UK orders can take up to 15 working days to be delivered through Royal Mail, but should usually arrive in 1-5 working days. International orders should usually arrive in 5-7 working days but on occasion can take up to 28 days. If you have not received your order by the times stated please let us know as soon as possible, we will be unable to help you if more than 1 month have passed from the date of dispatch. We are not always able to track your order at every stage of delivery but we can try and track your order for you should you encounter any delays. If you still have not received your order after the normal 15 day (for UK orders) or 28 day (for international orders) delivery period has expired, you can contact our online team at info@12ten.ltd and we will aim to respond promptly to confirm your order status.

Returns:

1200TEN Ltd is confident you will be satisfied with your purchase from nathaniel-curtis.com, however if not, please return the item within 14 days of receipt. As long as the item is returned in mint condition within its original packaging alongside original proof of purchase you will be entitled to a full refund

Items purchased at a show/event/ 1200TEN Ltd owned retail outlet are sold as seen and we do not offer any exchange or refund for these items.

Shipped artworks can be returned to us via post and will be refunded. 1200TEN Ltd cannot accept responsibility for loss or damage to returned goods whilst in transit. If you do have to return any item, kindly use a trackable system such as a parcel delivery or courier service.

All orders found to be faulty or not as described will be refunded in full.

If you have any problems with your order or wish to cancel/exchange an item please contact us to arrange a refund, replacement or exchange. These terms and conditions do not affect your statutory rights as a consumer.

1200TEN Ltd Warranties:

1200TEN Ltd is unable to provide any warranties in relation to the goods provided over and above its statutory obligation to provide goods of satisfactory quality in accordance with the Sale of Goods Act 1979 as amended by the Sale and Supply of Goods Act 1994.

Limited Liability:

Except in relation to liability for death or personal injury 1200TEN Ltd liability for negligence shall be limited to the total value of the transaction. 1200TEN Ltd shall not be liable for any indirect, consequential, or special losses even if 1200TEN Ltd has previously been advised of the likelihood of such losses.

Availability of the website and goods:

1200TEN Ltd will use all reasonable effort to ensure that the website does not have any problems and that the goods displayed are available. However we cannot guarantee the availability of the website or that any goods on the site are in stock or available. In the case of an ordered item becoming out of stock, items will be allocated on a time-ordered basis and a full refund offered to all excess orders.

Typographical errors:

In the event that a nathaniel-curtis.com item is mistakenly listed at an incorrect price, 1200TEN Ltd reserves the right to refuse or cancel any orders placed for product listed at the incorrect price. 1200TEN Ltd reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, 1200TEN Ltd shall issue a refund in the amount of the incorrect price.

Disclaimer:

This site is provided by 1200TEN Ltd on an “as is” basis. 1200TEN Ltd or nathaniel-curtis.com makes no representations or warranties of any kind, express or implied, as to the operation of the site, the information, content, materials or products, included on this site. To the full extent permissible by applicable law, nathaniel-curtis.com part of 1200TEN Ltd disclaims all warranties, express or implied including but not limited to implied warranties of merchantability and fitness for a particular purpose. 1200TEN Ltd will not be liable for any damages of any kind arising from the use of this site, including but not limited to direct, indirect, incidental punitive and consequential damages.

Our Company Details & Address

1200TEN ltd
8 Engine House
Leeds
LS9 8AN
United Kingdom

Phone: +44 (0)TBC
Email: info@12ten.ltd
Website: nathaniel-curtis.com
Company number: 12114838

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