Delivery & Returns

We aim to dispatch orders as quickly as possible. Delivery times shown below are estimates and may be affected by customs, carrier delays, public holidays or other circumstances outside our reasonable control. The delivery options and charges shown at checkout take precedence if they differ from the information below.

UK Delivery

Brushes & Prints

Panels

European Delivery

Brushes & Prints

Panels

EU VAT and customs

For eligible EU orders with a total intrinsic value not exceeding €150, PalettePro uses the EU Import One Stop Shop (IOSS) where applicable so that VAT can be collected at checkout.

From 1 July 2026, the EU abolished the previous €150 customs-duty exemption for low-value imported consignments. A temporary fixed customs duty of €3 per item applies to qualifying distance sales of imported goods in consignments not exceeding €150. Customs duties, handling charges or other import costs may therefore apply even where VAT has already been collected through IOSS. Where we have prepaid or otherwise arranged a particular import charge, this will be reflected in the checkout or shipping arrangement.

For orders above €150, IOSS does not apply and local import VAT, customs duty and clearance charges may be collected on import.

USA Delivery

Brushes & Prints

Panels

U.S. customs duties

From 29 August 2025, U.S. duty-free de minimis treatment for ordinary low-value commercial shipments was suspended. Imported goods that previously qualified under the $800 de minimis threshold may therefore be subject to applicable U.S. duties, taxes and fees.

Our current U.S. pricing and shipping arrangements are designed to account for these changes and reduce unexpected charges. If you receive an unexpected customs or carrier payment request in relation to a PalettePro order, please contact us at admin@shopmichaeljamessmith.com so that we can check the shipment details.

Rest of World

Brushes & Prints

Panels

Deliveries to the UAE

Deliveries to the United Arab Emirates require a PO Box number to be included in the delivery address where required by the delivery service.

Import duties and taxes

Unless our checkout or shipping option expressly states that import charges have been collected or prepaid by us, international customers may be responsible for customs duties, import taxes and carrier or clearance charges imposed by the destination country. These charges are determined by local authorities and are outside our control. We cannot alter the declared value of an order to avoid customs charges.

Canada: for goods imported by mail, the general Canadian postal duty-and-tax exemption is CAN$20 or less. Goods over CAN$20 may be assessed applicable duty and taxes on import, subject to the relevant Canadian rules and exceptions.

Limited Edition Prints

Limited edition prints are made to order and normally require 5–7 working days for production. Please add this production period to the estimated delivery time shown above.

Original Oil Paintings

Original oil paintings require specialist packing because of their value and the need to protect them in transit. Please allow an additional 5–7 working days on top of the estimated delivery time.

Returns and cancellations

Change of mind – UK online orders

If you are a UK consumer buying online, you will normally have the legal right to cancel your order within 14 days after the day you receive the goods, without giving a reason. If an order is delivered in separate parts, the cancellation period normally runs from receipt of the final item.

To cancel, email admin@shopmichaeljamessmith.com before the cancellation period expires. After telling us that you wish to cancel, you must normally return the goods within a further 14 days.

You are normally responsible for the cost of returning unwanted goods unless we agree otherwise. Please contact us before sending a return so that we can confirm the appropriate return address and instructions.

You may examine goods as you reasonably would in a shop. If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning and their value has been reduced as a result, we may make a lawful deduction for that diminished value.

Where a statutory cancellation right applies, we will refund the price paid and the cost of our standard outbound delivery option. If you chose a more expensive delivery service, the additional cost of that upgraded service does not have to be refunded. We do not charge a restocking fee or deduct payment-processing fees simply because you exercise a statutory cancellation right.

Some goods are excluded from change-of-mind cancellation rights, including goods made to your specifications or clearly personalised, where the legal exception applies. This does not affect your rights if goods are faulty, damaged or not as described.

Faulty, damaged or incorrect goods

Your statutory rights are separate from change-of-mind rights. Goods supplied to UK consumers must be of satisfactory quality, fit for purpose and as described.

If an item arrives damaged, faulty or incorrect, please contact admin@shopmichaeljamessmith.com as soon as reasonably possible with your order details and, where useful, photographs of the issue. Prompt notice helps us deal with carrier claims, but reporting an issue outside an arbitrary 7-day or 30-day period does not by itself remove your statutory consumer rights.

Depending on the circumstances, you may be entitled to a refund, repair or replacement. Where we are legally responsible for faulty, damaged or incorrect goods, we will meet reasonable return costs where required.

Cancelling before dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at admin@shopmichaeljamessmith.com. Where you have a statutory right to cancel, we will not deduct bank, card or PayPal processing fees from the refund simply because you cancelled. If the order has already been dispatched, the normal return and cancellation process above will apply.

France – Extended Producer Responsibility (EPR)

For products and packaging placed on the French market, PalettePro Ltd is registered under the applicable French Extended Producer Responsibility requirements.

French EPR Unique Identifier (Identifiant Unique / IDU): FR549783_01QXGV

This identifier is published in accordance with applicable French EPR requirements. Where required, relevant French sorting and packaging information will be provided with the product, packaging or accompanying information.

Contact

PalettePro Ltd
The Old Bakehouse
Fullbridge
Maldon
Essex
United Kingdom
CM9 4LE

Email: admin@shopmichaeljamessmith.com