Internet FAQs

∙ I am a new customer, do I need to register before I place an order?

∙ How do I find a product I have seen in the catalogue?

∙ I have forgotten my password / my password is not being recognised.

∙ I have requested a new password but I have not received the email to change it.

∙ Items are not being added to my basket.

∙ How do I delete a product in my basket?

∙ My basket is blocked, What should I do?

∙ How do I change my account details?

∙ The product I want to order is out of stock, when will be available?

∙ Do you have a shop in the UK?


Phone Charges FAQs

∙ How much does my phone call cost?


Returns & Refunds FAQs

∙ How do I return an item?

Yes, if this is your first time visiting the website, you must click on the Register Now button to create a customer account.

If you already have a Great Art catalogue and know what products you would like to order, then click on Quick Shop and enter the product codes and quantities and click on >>Basket.  This will refresh the page and automatically add the products to Your Basket in the top right hand corner.  If it doesn't do this, please make sure you have allowed 'Pop-Ups' in your browser.  if you want to find out more details about an item that you have seen in the catalogue then you can just type in the 5 or 8 digit catalogue number in the search box.

Please make sure that the caps lock button or the Function key is not on if you haven't put any capital letters in your password.  If your password is automatically entered in the field, please delete it and and type it in again.  If you have forgotten your password, then click on Forgotten Password and enter your email address that you registered with.  This will send a secure link to your Inbox where you can see your login and then change your password.

If you have not received this email within 10 minutes of requesting it, please make sure that you entered your email address correctly.  Also, it may be worth checking that it has not been sent to your Junk E-mail box as some email providers have very sensitive spam filters.  if you add automail@add-online.fr to your address book, this will stop it from happening in future.

Please make sure that you have allowed pop-ups from our site as when you click on add to basket, a pop-up window will appear confirming what you have added.

When you arrive on the first page of Your basket, a summary of your order is displayed.  At this stage, it is still possible to change the quantity of a product.  You can also delete an item from your basket by clicking the check box on the left hand side of the product description.  To update your basket, just click on the Refresh button.

If you click the Back button on your browser when you are on the payment server, you will find that your basket becomes blocked.  Unfortunately, for security reasons, there is no way to unblock your basket but we may be able to retrieve your order in our system if you give us a call.  Alternatively, if you have your order details handy, we can take your order over the phone.

If you have changed address, phone number or email address, just login to your account as usual and then click on Edit my personal information.  Change the information and then click Save at the bottom of the page.

If the product has a red light next to it, this means that it is out of stock. To find out an expected delivery date for more stock, please call 08433 571 572 and a member of our Customer Services team wil advise you of an approximate delivery date.

We accept Visa, Mastercard, Maestro, Delta, Solo and Visa Electron.  Unfortunately, we are unable to accept American Express.

If you choose to receive a quotation, a member of our Customer Services team will send an email to your Inbox showing prices and carriage charges.  If you then wish to place this order, please call our Customer Services Team on 08433 571 572 who will confirm your order and take payment.

Yes, once you have clicked on the Submit My Payment button, you enter a Secure Server for payment where you enter your card details.  We have an up-to-date security SSL certificate on our payment site which can be seen by clicking on the padlock on the browser.  You will also see a padlock on the status bar at the bottom of the browser and an 's' after the http on the URL address bar for that extra peace of mind.

After entering your card details, if you receive notification that your card has declined, please check that you have entered all the details correctly.  If this is all ok, then you must contact the bank that issued your card for an explanation.  We are unable to tell you why your card has declined.

Yes, you can call our Order Line on 08433 571 572, you can send us an order by fax on 01420 593333 or you can send us an order by post to the following address: GreatArt, Normandy House, 1 Nether Street, Alton, Hampshire, GU34 1EA.

VAT is calculated at 20% as of 1st January 2010.

UK (Standard): £5.95 for orders under £24.95 (inc VAT), £3.95 for orders between £24.95-39.95 (inc VAT), orders over £39.95 qualify for FREE standard delivery.

Until the end of August 2011, orders over £24.95 (inc VAT) qualify for FREE standard delivery.

UK (Offshore & Scottish Highlands): Customers located in the Scottish Isles and Highlands, Isle of Wight, Isle of Man and Northern Ireland for orders under £75, there is an additional carriage charge of £5 to the standard carriage charges.

Eire & Channel Islands: Minimum order value is £50. Orders up to £100 will be charged £10 postage and packing. Orders over £100 are carriage free.

Heavy / Large Items: These are indicated in the webshop / catalogue and will be subject to a surcharge, as may be some oversized items. Examples are presses, kilns, drying racks, canvases etc. We will quote any additional charges prior to processing your order.

We aim to deliver all orders to UK destinations, and which are in stock at the time of ordering, within 5 working days of receipt of order.  For deliveries to Eire, the Channel Islands, Northern Ireland and Isle of Man, please allow 7 working days.

If within 14 working days goods have not been delivered, contact us immediately on 08433 571 572 and we will track your parcel.

Unfortunately, we are unable to deliver to PO Boxes or BFPO addresses.

Unfortunately, we do not deliver to overseas addresses.  If you would like to place an order, please call 00 49 2243 889 329/377 for an English speaker.

If you have registered your email address with us, you will receive an email after a couple of days notifying you that your parcel has been despatched.  You can then begin to track your parcel online.

You are always welcome to have your parcels delivered anywhere in the UK that is the most convenient for you. If you are not able to have it delivered to your work due to rules and regulations made by your employers, perhaps there is a family member, neighbour or friend that might be able to sign for the parcel in your absence.

If this is not an option, then the only other alternative (if it is safe to do so, as we can not be held responsible if parcels go missing), most couriers are happy to leave a parcel in a safe place, if you leave a signed note stating, please leave parcel, i.e shed, garage, porch etc, the courier would then take the sign note as proof of delivery.

No.

08433 571 572 is a Low Call rate and your call will be charged at 5 pence per minute (inc. vat) at all times from a BT landline. Calls from mobiles and other networks may vary. 01420 59 3333 is a fax number and will be charged at BT or other network rates you currently pay.

You may return free of charge unused, unwanted and undamaged products, if notified to us by phone, fax or email within 60 days of receipt of the goods - and be refunded.  If the Buyer has received the Goods before cancelling the Contract then, unless under condition 3.3, the Buyer does not have a right to cancel and the Buyer must send the Goods back to the Company at the Buyer's own cost and risk. The Buyer shall carefully examine all Goods on delivery or collection as the case may be. Where the Goods cannot be examined the carriers note or such other note as appropriate shall be marked 'not examined'. 

Please note: The Buyer shall immediately notify the Company, and ensure the Company receives within three days written details, of any short delivery or defects reasonably discoverable on careful examination. It shall also hold damaged Goods for inspection by the Company.

Provided the Company receives these notices, and is satisfied on inspection of damaged Goods, it will replace the missing or damaged Goods without further charge.

If the Company does not receive such notices it shall be discharged from all liability (whether arising in negligence or otherwise) resulting from short delivery or such defects.

The Company shall be under no liability in respect of any defect arising from fair wear and tear, or any wilful damage, negligence, subjection to normal conditions, failure to follow the Company's or manufacturer's instructions (whether oral or in writing), misuse or alteration of the Goods without the Company's approval, or any other act or omission on the part of the Buyer, its employees or agents or any third party.

Only return goods when you have prior clearance from the Customer Service team at Alton. Please call the office on 08433 571 572.