PLACING AN ORDER

Orders can be placed through our online shop or by emailing studiolecocq@gmail.com. We make every effort to ensure most smaller products are in stock, apart from those that are made to order, such as wallpaper and limited edition prints. As we print on-demand, lead times can vary when our stock is replenished. We will contact you regarding an estimated delivery if stock is not available. We always try to package our items in as eco-friendly packaging as possible.

DEBIT AND CREDIT CARD DETAILS

When purchasing goods through our online shop you will need to provide a valid credit or debit card number and expiration date. Credit/debit card orders are processed securely by Stripe Payments and PayPal. Studio Le Cocq does not handle any credit/debit card data for orders placed online and does not store this information following order placement. 

ORDER CONFIRMATION

Once Studio Le Cocq has received payment we will confirm that your order has been accepted by sending an order reference number to the email address provided. Please email studiolecocq@gmail.com if you have not received this within 2 working days following order placement.

LEAD TIMES

We work with local British manufacturers and printers, so lead times vary with different products.

Art Prints- We have limited stock and print-on-demand, this usually takes a 5-7 days turnaround, and an additional time for the framing service. Dovecote Framers take about 2 weeks to complete a framing job. 

Wallpaper- We print-on-demand, this usually takes 4-6 weeks. As we package and deliver the paper from our HQ, we will send it tracked by a trusted courier. 

Fabrics- We print-on-demand, this usually takes 4-6 weeks. As we package and deliver the paper from our HQ, we will send it tracked by a trusted courier. 

Please contact us before ordering if you require something urgently. We will try our best to accommodate you.

UK DELIVERY

UK Delivery takes 2-3 working days for in-stock items. Free delivery is available for all smaller items, such as stationery, unframed art prints and samples, and is sent out Royal Mail 2nd Class.

Otherwise, we can only offer a variable rated delivery cost dependent on weight and size of order via Royal Mail and Parcelforce. 

EUROPEAN DELIVERY

Please be aware that you may be charged a sales tax on delivery by your country. You will also be charged a small handling fee by the courier and if the value of the package is over 135€, you should expect to pay sales tax, a handling charge, and a customs fee.

We would like to add that we are very sorry to have left the EU. It is very upsetting for many reasons – including, of course, the cost to our customers and business more generally. We have adapted to new export rules post-Brexit and will ensure all paperwork and information such as EORI numbers are added to your shipment to make sure we don’t create additional unnecessary costs.

Europe: 3-5 days usually via Parcel Force or a trusted courier such as FedEx/DHL.

Your shipping costs in your order will be automatically calculated on checkout. 

INTERNATIONAL DELIVERY

The rest of the world is 6-12 days via a trusted courier such as FedEx/DHL. Worldwide delivery costs are dependent on the size and weight of the order.

Your shipping costs in your order will be automatically calculated on checkout. 

*Please be aware that import duties will apply*

SIGNING FOR PACKAGES

Please inspect the goods upon delivery. If the goods or the box are damaged it is essential that you notify the driver and clearly, mark ‘PACKAGING DAMAGED’ upon the delivery note. If the item is damaged, it is essential that you notify Studio Le Cocq immediately.

If it is impossible to inspect the goods at the time of delivery, please do so within 24 hours and clearly mark ‘SIGNED UNCHECKED’ upon the delivery note. If the item is damaged, it is essential that you notify Studio Le Cocq immediately.

DEFECTIVE, DAMAGED, AND INCORRECT GOODS

If the goods we deliver are not what you ordered, defective or unacceptable for other reasons, we ask that you notify us of the problem within five working days by writing to studiolecocq@gmail.com. We will discuss the problem and where appropriate arrange for one of our couriers to collect the item.

RETURNS

Rolls of wallpaper and fabric

We do not accept returns for wallpaper and fabric unless the product is 1) damaged in transit before you receive them or 2) if the product is faulty. We encourage you to order samples first to determine if you’d like to proceed with purchasing wallpaper rolls or fabric meterage.

All wallpaper rolls and fabric are suitably packaged for transit in delivery. You should inspect the rolls upon delivery as per the above Signing for Delivery instructions.

If goods are damaged you should sign for as such upon delivery and contact us at studiolecocq@gmail.com within 24 hours of delivery. We do not take responsibility for goods that have been damaged after delivery.

You must check the product for faults before installation. Should you believe that your item is faulty you must notify us at studiolecocq@gmail.com.

For orders within the EU, please organise return shipments using your preferred courier. Please note you will be fully responsible for the payment of all return shipping costs. For international orders (outside of the EU), please email us at studiolecocq@gmail.com and we will create a return shipping label and deduct the cost from the amount to be refunded. If you organise your return shipment, you will be responsible for any taxes and duties incurred.

Items should be returned to:

Studio Le Cocq

5 Chapmans Close,

Wookey,

Wells,

Somerset,

BA5 1LU.

Within 14 working days. If the item returned meets our return terms, any sum debited from your credit or debit card will be re-credited to your account as soon as the goods are received and processed, excluding the initial shipping cost. Please note, we do not cover decorator costs or any other additional costs that arise.

Please note: we do not accept any returns of samples.

Stationery

Returns of any stationery such as greeting cards can only be accepted by prior agreement with us via email at studiolecocq@gmail.com.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

The address for the returns of stationery is:

Studio Le Cocq,

5 Chapmans Close,

Wookey,

Wells,

Somerset

BA5 1LU

If you need to exchange your purchase for the same item or something of equivalent value, please send us an email at studiolecocq@gmail.com and send your item to the address above. Please add a note with your order number and what you’d like to exchange it for so we know what you’d like.

Artwork

We do not accept returns on artworks as these are limited edition prints and often include the bespoke framing service.

OTHER QUESTIONS

Can you help me with my order or I have put my address in wrong can you change it?

We certainly can as long as your order hasn’t already been dispatched (you will receive an email saying I’ve done so). You can contact the studio between Monday and Friday from 9 am - 5 pm at studiolecocq@gmail.com for any queries and help with your order.

I would like to cancel my order, how do I do this?

Orders can be canceled if they are not already on their way to you. All you need to do is contact us by email at studiolecocq@gmail.com with your order number. If we have already sent your order out we will need you to return it. Also, let us know if you would like to change your order to something different.

What if an item is on "Pre-Order"?

While we wait for some products to come back in stock we may list the products as being on "pre-order". These items are still available to order online, however, the delivery times will be affected. If you would like to find out any more details or a specific date you can email us at studiolecocq@gmail.com

Can I send an order as a gift?

Absolutely. Our products all arrive in branded packaging (wrapped in tissue paper) as standard and make great gifts. If you would like your order shipped straight to the gift recipient, please let us know via email at studiolecocq@gmail.com we can send the item directly to the gift recipient with no pricing information, and send the invoice separately to your billing address.

How are your designs made into products?

We scan all our hand-drawn artwork at high resolution and digitally prepare them for production. These files are then sent off for printing at fantastic printers based in the UK.

Can I sell your stock in my shop?

We are considering collaborating with retailers, please contact me at studiolecocq@gmail.com.