Help & FAQs
Cass Art are committed to offering the highest level of customer care. Should you experience any problems please use the contact details below to ensure that we can address any issues that you may have, as quickly as possible. To view the answers to our FAQs, please click on the questions below.
I want to cancel my order
If you give our Customer Services a call on 0207 619 2601, we will try our best to cancel your order however, this may not always be possible, as the warehouse pick and pack items as quickly as they are able to, and an order can only be cancelled up until a certain point in the packing process.
If your unwanted order is dispatched, please refuse delivery and it should come back to us and your refund will be issued.
What happens to my collect plus order if it cannot be delivered?
If your order is unable to be delivered to your Collect plus chosen location and is marked as being returned to us, we are unable to reverse this and you will need to place a new order to your home address. When your order has been received at our warehouse, your refund will be completed minus your delivery charge.
Can I add an item to my order and make an extra payment?
If you give our Customer Services a call on 0207 619 2601, we will try our best to get the additional item added on to your order. This may not always be possible, as the warehouse pick and pack items as quickly as they are able to, and an order can only be amended up until a certain point in the packing process.
We may have to take additional payment from you via credit or debit card.
Do I have to sign for my order?
We do request that our orders are signed for for your protection.
You can leave a note for the delivery courier however, these are only instructions and will not always be followed.
Where do you deliver?
All our products are available for delivery within the UK, the Isle of Man and the Channel Islands. Delivery times may vary for certain areas – please see Delivery Information for full details.
What delivery options are available?
Currently our delivery options include UK Standard and UK Next Day, Click & Collect, Highlands and Islands, Guernsey & Jersey and Collect+ .
For more information on these please visit our Delivery Info page.
Please note that not all delivery options are available to all locations.
Is it possible to track my order?
Next Working Day deliveries and any other deliveries sent by our courier service can be tracked through the link on your despatch email. For an update on your Standard delivery please give us a call on 0207 619 2601.
How do I change my delivery address after placing my order?
If you have already placed your order with us but realised you need to change the delivery address please call our Customer Services Team as soon as possible on 0207 619 2601 and we will endeavour to make the necessary changes.
However, we only have a small window in which to do this. We cannot change delivery addresses for items on standard delivery once they have been dispatched from the warehouse.
Please also be advised that a change of address to orders dispatched with a courier service will add one working day to the delivery time.
I have placed my order after 2pm and selected Next Working Day delivery, when will it arrive?
As the cut-off time for our Next Working Day deliveries is 2pm, any orders placed after this time will be picked and packed on the following working day and delivered the working day after that.
For example if you placed your order at 4pm on Wednesday, it would be delivered on Friday, and if you placed your order at 2:30pm on a Friday it will arrive on the following Tuesday.
Please be advised that during Christmas and peak sale times, we only offer a 1-2 working day Express service instead of Next Working Day, due to the volume of orders we receive during these times.
I have placed my order on a weekend and selected Next Working Day delivery, when will it arrive?
The cut-off point on each working day (Monday to Friday) is 2pm. If you place an order after 2pm Friday or over the weekend, it will be processed on Monday for delivery on Tuesday.
What happens if I’m not in when my order is delivered?
Standard deliveries are sent via Hermes. If you are not in, your order will be either left in a safe place if deemed applcable or Hermes will attempt a delivery the next day.
Next Working Day deliveries should be delivered to a neighbour if you are out but if they are unable to delivery they will attempt delivery again within 48 hours. Again you should receive a card notifying you of the couriers actions.
Can I leave instructions for deliveries?
If you have an instruction for an order being brought via Next Working Day, please call our Customer Services Team, and we will endeavour to get the instruction through to the courier service. Please note that this is not always possible, and success will depend on the location of the parcel.
This option is not currently available for standard deliveries.
Do you deliver to British Overseas Territories, such as Gibraltar or the Falkland Islands?
Unfortunately we do not deliver to the British Overseas Territories, or Sovereign Base Areas.
Products and Orders
Are Cass Art’s full range of products available to buy online?
Currently we stock over 5,000 products online, and although this is not the full Cass Art range, we are constantly looking at updating the online range so if you cannot find something you are looking for please do not hesitate to give us a call.
The item in my order is not what I was expecting
We do ask that you utlitse the expertise of our artists who work in our Customer Care team for any product advice or suggestions, as products that have been opened, cannot be returned to us for a refund. Please see further information on returns here.
There is an item missing from my order, what do I do?
We do make every effort to ensure your order is delivered in good condition however, on the rare occasion that your order arrives incomplete you must notify us within 3 days of receiving your order. If you have not contacted us within that time frame, we will deem your order as accepted.
How can I find out which Cass Art shops stock a particular product?
Our 14 shops each stock a different selection of our product lines. To check if a certain shop has something in stock, please contact the store directly, and they will be able to reserve your chosen products for 24 hours.
Will the product be the exact colour shown on the website?
We’ve done our very best to accurately represent the colours of all the products on our website. In fact, we’ve had every one of them professionally photographed to ensure you get the best idea of what they look like, since the usual packaging shots don’t tend to do them justice. That said, it’s important to realise that different computer screens display colours slightly differently, so some slight changes may be impossible to avoid.
I’m looking to buy single tubes of paints in certain colours, how do I select the colours?
If you are looking to buy our single tubes of paint, for example the System 3 Acrylic, simply scroll down the page to the colour swatches, click on the colour you are after and then click ADD next to the size you require. The product will be added to your basket.
Can I order by telephone?
Our Customer Care team can place an order for you if you are struggling. Please call us on 020 7619 2601. Lines are open Mon-Fri 10am-2pm. Please have ready the name of the product you'd like to buy, along with your credit or debit card details. Please note that we can’t take payments over £100 or by PayPal over the phone.
I have completed my order, what happens next?
Within half an hour of completing your order, you should receive an automated order confirmation email from us with the details of your order. You will receive another email to let you know when your order has been despatched from our warehouse. If for any reason you do not receive either of these emails please do not hesitate to contact us on 020 7619 2601.
Do you sell canvases individually?
Canvases are sold in packs of 3,5 and 6 however, are not sold individually due to the delicacy of them. Canvases must be returned the pack size purchased.
Do you sell individuals of every single product?
Some products are available individually, and some are only available as sets. Unfortunately we are unable to ship certain products out individually, due to their delicate nature (such as chalk pastels) or stock availability, and so can only sell them in packs from the website. You can search for the product you are looking for on our website, and the resulting product page will give you all the information you are looking for.
Where do you deliver internationally?
We have temporarily paused orders to International destinations whilst we upgrade our systems to meet the new export rules. We are working hard to keep this break as short as possible so we can be back up and running as soon as possible.
Thank you for your patience.
What International delivery options are available?
We have temporarily paused orders to International destinations whilst we upgrade our systems to meet the new export rules. We are working hard to keep this break as short as possible so we can be back up and running in early 2021.
Thank you for your patience.
Do you deliver to British Overseas Territories, such as Gibraltar or the Falkland Islands?
Unfortunately, we do not deliver to the British Overseas Territories, or Sovereign Base Areas.
What methods of payment do you accept for International orders?
We accept the following methods of payment: Visa, MasterCard, Maestro, and PayPal.
I live abroad but want to place an order to be delivered in the UK, can I do this?
As we don't ship to some countries, you can place an order and have it delivered to a Freight Forwarding or family address. Please be aware, our liability ceases when your order is delivered to the specified delivery address as stated on the order.
How will you notify me when international delivery is available?
If you make sure that you are signed up to our mailing list and social media channels, you will be among the first to know about any of our new delivery services, as well as everything else going on with Cass Art.
Do you ship to the Channel Islands?
We do ship to the Channel Islands. Just follow the regular checkout procedure, and you will be able to select your shipping options and prices once you are logged in. If you need to reconcile the VAT from your order, please contact our Customer Services team who will be able to advise further.
Do you deliver to the Canary Islands?
We don’t ship to some autonomous communities including the canary and baleric islands. For more information, please contact our customer care team.
Can I add an item to my order and make an extra payment?
Once an order has been placed, we are not able to add any aditional items. We can only remove items or change the delivery address up to a certain point in the packing process.
Do you accept foreign cards?
We don't accept foreign cards and your order may be cancelled. Please note, should an order be cancelled and your monies released back into your account, you may not receive the total debited amount. The discrepancy will be a charge levied by your card issuer which, you will need to raise with them directly.
What methods of payment do you accept?
We accept the following methods of payment: Visa, MasterCard, Maestro/Switch, American Express and PayPal. Please ensure you input the correct billing address, additional countries are availble from the drop down menu.
Do prices include VAT?
Yes, all prices shown include VAT.
Only valid promotional codes are accepted on our website. Please be aware, we do not post promotional codes on third party websites such as Groupon and Vouchercode.
Please ask our Customer Care team via live chat, if the promotional code you received via email from us isn't working.
Do you accept payments by Purchase Order?
At the moment unfortunately we are not set up to be able to offer payments by purchase order, however as we know this is how many businesses prefer to pay we are looking into offering this in the future.
If you have a promotional code, please enter this in the box at the bottom of the initial basket page. The same box can also be found at the final stage of the checkout – the code can be put into either of these boxes.
Can my business set up an account, and receive an invoice to pay for our goods within 30 days?
We do not currently offer a business account service – all orders must be paid for at the time of ordering via the website or over the phone with our Customer Services Team on 0207 619 2601.
How can my company make and pay for a bulk order?
Please send our Customer Services team an email at email@example.com and we will be able to advise further.
When will I be charged for my order?
You’ll be charged for items when they’re dispatched. That means that if there’s a delay on any items you’ve ordered, you’ll only be charged for each one as they’re sent out to you. We only charge postage & packing once, however.
Is your website secure?
We use the very latest security technology to protect our service and your details. Any sensitive information such as your credit card details, name and contact details are encrypted. We only accept orders from web browsers that allow communication through Secure Socket Layer (SSL) technology to ensure your order is taken via a secure connection and information passed between your computer and our website cannot be read in the event that it is intercepted.
What is Verified by Visa or MasterCard SecureCode?
“Verified by Visa” and “Mastercard SecureCode” are card-authentication systems run by 3D Secure, offering a further layer of online security. If you haven’t used them before, you will be asked to enter a password; this is sent by a secure channel and will be available only to you and your bank and can’t be seen by Cass Art or our website hosts.
My order hasn’t shipped, but I’ve been charged?
When you place an order, you may see that the funds seem to have been taken from your account. This is because some account providers place a hold on the funds when an order is placed, so that the money is definitely there when we ship your goods and take the final payment. If you require further assistance with this, please contact your account provider.
How can I use my paper Cass Art Gift Voucher online?
The paper gift vouchers are for use in our bricks-and-mortar Cass Art shops only. The online shop will only accept Cass Art Online Gift Vouchers, which can be purchased here. You can read more about our gift vouchers on this page.
I’ve forgotten to add my discount code, can this be added after my order has been placed, or can I be refunded the difference?
Promotional codes can only be added at the time of placing an order; they cannot be applied after the order has been completed. We are also unable to refund the discount amount that using a code would have given.
Our discount codes are only valid from the time that the promotion starts, until its expiration date. For this reason, we cannot apply a code to orders placed before an promotion began, or to orders made after the promotion has finished.
How can I get a VAT receipt from my order?
We can send you a VAT receipt for your order once it has shipped. Please contact our Customer Services team via phone or email, and we will send one to you.
How can I buy an Online Gift Voucher?
Online Gift Vouchers are available to buy on the Cass Art website. You will need to buy it as you buy any other products. Once you have placed your order, an email will be sent to the specified recipient’s email address with the online voucher code, on the date that you have chosen. These vouchers can be used online or instore, as opposed to the store vouchers which can only be used instore. These cannot be used to purchase events run by third parties.
Do Gift Vouchers expire?
Gift vouchers are valid for one year from the date of issue.
Can I cancel or refund the gift voucher I purchased
Regrettably, vouchers cannot be cancelled once placed as they are classed as legal tender.
Can Cass Art Online Gift Vouchers be used in Cass Art shops?
Yes they can, but they cannot currently be used to buy events run by external tutors or used at our Edinburgh store.
Cass Art Shop vouchers can be bought directly from any of our shops.
What happens if my online order amounts to more than my Cass Art online gift voucher?
If your order is more than the total of your gift voucher, you will be given the option to pay for the remaining amount for your order using a credit/debit card or PayPal account.
What happens if I don’t spend all of a Cass Art shop voucher in one transaction?
Our shops are currently unable to give ‘change’ from vouchers spent in-store, or issue gift vouchers for the balance in return. You are very welcome pay the balance with either cash or card if the value of your items exceeds the value of your vouchers.
Are Cass Art online and Cass Art shop vouchers refundable if I change my mind and no longer require them?
Both Cass Art Online Gift Vouchers and Cass Art Shop Gift Vouchers are non-refundable and non-transferable. For more information, please see our Terms and Conditions section.
Can I buy Gift Vouchers from outside the UK?
Unfortunately, we only sell gift vouchers in GBP. To purchase them from abroad please give us a call on +4420 7619 2601 and we’ll be happy to place one over the phone for you.
If I buy an Online Gift Voucher, will I receive a physical copy in the mail?
Online gift vouchers can only be sent and received via email. Online gift vouchers may appear differently to the preview shown on the website and we are unable to physically send online gift vouchers.
Can I return items bought with a Cass Art Online Shop Gift Voucher?
Of course. Exchanges are issued as normal, and refunds are given in the form of credit with the online store.
My online gift voucher code is not working?
Firstly please ensure you are inputting the entire code (including the hyphen), and you are placing it in the voucher code box at the checkout and not the discount code box. If you are still having issues, please call our team on 0207 619 2601, or send an email to firstname.lastname@example.org with your code and the email address that the voucher was sent to, and we will look into it for you.
Can I return items bought online with a Cass Art Online Gift Voucher to a Cass Art Shop? How will I be refunded?
Yes. Just take your items back to your nearest shop within 14 days of receipt and in re-saleable condition, and our shop staff will initiate a credit to your online account.
Can I return an item I bought online to a store?
Regrettably, items ordered online cannot be returned to the stores. You will need to follow the return instructions to return online orders back to our warehouse.
How long do I have to return my order?
Any order you wish to return (which meets our returns policy) must be received by us within 14 days from the date of receipt.
I want to return my order, but it has been more than 14 days since I received it. Can I still return it?
Unfortunately we are unable to accept returns that are outside the returns time. Please ensure that your order is returned within 14 days of receiving your items to be eligible for a return or refund.
How do I get my item back to you?
You can return items to us within 14 days for refund or exchange – simply complete and enclose a copy of our returns form and return the items to us using your chosen carrier. Please note that the returned item(s) should be returned in a resalable state: unopened and unused with the original presentation box, with protective packaging and any cards or tags included. Returned items are sent at your own expense and you must obtain proof of postage. Items are returned at the customers own risk and we cannot accept liability for any returns damaged or lost in transit. When your return is received, it will be inspected in line with our returns policy, and if accepted your refund will be credited to the original payment method (excluding the initial delivery cost).
Can I exchange an item I no longer want for another?
Unfortunately we currently don’t offer exchanges. If you would like to change an item for something else, it will need to be returned for a refund, in a resalable condition in line with our returns policy. Once we have received the item(s) back we will then process the refund to your original payment method or in the form of store credit. You can then place a new order for the item that you would like instead.
How long does it take to process a return?
Please allow up to 28 days from the day we receive the returned goods for your refund to be processed.
Do you refund postage costs?
If you are returning an order that is not damaged or faulty, we only refund the value of the item and not any related postage costs.
Can I return items purchased in a Cass Art shop to your warehouse via post?
Items that are purchased in a Cass Art shop must be returned to a shop within 14 days of purchase. You can return your purchase to any Cass Art shop that is convenient to you. Please ensure you take your receipt as proof of purchase otherwise we will be unable to process the transaction in store.
We do apologise if your package has arrived damaged. Our warehouse tries to pack all orders as well as possible but occasionally some products can get damaged during delivery. We must be notified of damaged goods within 3 days of receiving your order. Please email us at email@example.com with your order number and clear images of the damaged item and outer packaging before we can advise on how to resolve the issue.
My item is faulty, what can I do?
Goods are classified as faulty if they are not fit for purpose or as described. Please note that items which are damaged as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.
If an item in your order is faulty, you must notify us within 7 working days. If you have owned your item for longer than this, please contact Customer Care.
How do I leave feedback about my order?
Usually five days after you placed your order with us you will receive an email which contains a link to our independant online feedback system, Ekomi, through which you can provide feedback on your latest order and give an overall star rating.
What is Ekomi?
Ekomi is an independent online feedback system which enables you to give feedback on the Cass Art online shop, and moderates your reviews, ensuring they have not been altered at all. Your comments are not only used by us to improve our website but are also available to future customers to aid them in their shopping experience.
Why should I leave a review?
We are constantly looking to improve our website and your constructive feedback helps us do this.This feature is also a great way to share knowledge as customers love to hear about real-life experiences and opinions to help them in the decision-making process. If that wasn’t enough we’re also giving away three Caran d’Ache 0849 Pens every month to three randomly selected reviewers.
I would like to send in more feedback to you directly, how can I do this?
Please feel free to email us at firstname.lastname@example.org with any comments you may have, and we will get back to you as soon as we are able to.
Packaging and Gift Options
How will my order be packaged?
It is important to us that you receive your products in perfect condition so you can use them as soon as you get them out of the box, so our warehouse take great care in wrapping your products well enough so that they are protected, but without having surplus packaging material. We are constantly working to improve this balance between protecting the products and reducing excess packaging.
Is the packaging recyclable?
The cardboard boxes, cardboard mesh and corrugated cardboard that we use are all made from recycled materials and can be recycled once you have received your order and no longer require them.
If I’m ordering a gift, can it be delivered to an address which is not my billing address?
Yes. During the checkout process you are first asked to enter a Delivery Address and then a Billing Address. The billing address has to be the address your credit or debit card is registered to but the delivery address can be an alternative.
How can I choose to have the prices removed from the receipt?
When you select the gift wrap option at the checkout, there is an option to tick a box and have the prices hidden on the despatch note.
Click & Collect
Where can I pick up my click and collect from?
Click & Collect currently available in all stores.
Please remember to bring a copy of your order confirmation and a valid form of photo ID such as a drivers licence or passport.
Contact a member of staff when you arrive and they will be able to bring you your collection.
As always, our number one priority remains keeping our customers and colleagues safe, so we have a range of measures in our stores, explained here.
Is there a charge for the service?
Delivery to store is free over £25. However it is unavailable for orders under £25.
How long does it take for my Click & Collect order to arrive at my chosen shop?
Click and Collect orders are picked and packed from our warehouse and delivered to the shops so they can take up to 2 working days to arrive at your chosen shop.
Please note the stores do not have deliveries over the weekends or bank holidays.
How will I know when my order is ready to collect?
Once your order has arrived at your chosen shop, you will be sent an email to confirm it is ready to collect.
Do I need to take anything with me to collect my item?
- Please ensure you have a copy of your order confirmation, either as a print out or viewable on your phone
- Bring a form of valid photo identification. This can be a passport or drivers licence.
Also to avoid any confusion, please make sure you are collecting from the right shop.
Can someone else collect my order for me?
Yes – you will need to contact the designated shop beforehand to let them know. The person collecting the order on your behalf will need to bring the email order confirmation, your written permission, and your ID with them.
Within what timeframe do I have to collect my order?
Your order will remain for collection at your chosen shop for 14 days before being returned to our warehouse. However, in certain circumstances the store can hold on to your order a little longer for you. Please contact Customer Services to request this on: email@example.com or on 0207 619 2601
What happens if I fail to collect my order within the allotted time?
You order will be cancelled and you will receive a refund onto the same method of payment you used to place the order.
What happens if I get home to discover an issue with my click and collect?
You can either return to the store or contact our customer services team on: firstname.lastname@example.org or on 020 7619 2601. Feel free to check the order within the store upon collection.
What happens if I get home and decide the order is not what I wanted?
Under the distance selling regulations, you have 14 days within which you can return an item which was not what you expected it to be, please either take it back to the store with your receipt or contact our customer service team by email email@example.com or on 0207 619 2601 for a returns label.
What if I want to cancel my click and collect order?