FAQ

You will be sent a notification with delivery options. If you are not available to receive your delivery, you will need to notify your carrier.

If your carrier is unable to leave your parcel, they will leave you a card and try again the next day.

We are currently unable to deliver parcels outside of the UK but please keep checking as we are working to rectify this as soon as we can.

No, unfortunately, we are unable to delay or defer your delivery, However, once you have received dispatch notification, you may be able to arrange a new delivery day with your courier.

No, unfortunately, we are unable to alter the delivery address given once your order has been finalised. You may be able to amend your delivery address once you have received delivery notification from your courier.

If you have provided us with an email address our carrier will email you once your order has been dispatched with a tracking number so you can track your parcel. If your UK delivery has not arrived within 5 days, please email cassartcare@cassart.co.uk your order details and we can investigate.

We accept payments with PayPal and Credit/Debit Cards (Visa, Master, Delta)

If purchasing on the website, you can also use KLARNA to spread the cost of your art materials in 3-easy payments.

Unfortunately, we cannot amend or apply discount codes once your order has been placed.

An order confirmation will be emailed to you, please check your junk folder. Or you can check online in your order history. We also send a receipt in the mail with every order.

Unfortunately, we cannot guarantee any due dates on an item.

Yes, you can order online anytime. We aim to dispatch orders within 3 working days Monday to Friday, excluding public holidays.

If you do not enter the correct details on your card information exactly as it appears on your bank then Worldpay may block the purchase due to appearing fraudulent.

A refund will be processed within 14 working days of the request depending on the circumstances.

We ask that you send us images of the packaging and the item with a detailed description of the fault/damage to cassartcare@cassart.co.uk so we can investigate and act accordingly.

We ask that you send us images of the packaging and the item with a detailed description of the fault to cassartcare@cassart.co.uk so we can investigate and act accordingly.

We ask that you send us images of the item and the barcode. We can investigate how this happened and send you the correct item.

An item cannot be exchanged. Any unwanted items will need to be returned to us within 14 days from the despatch date of your original order. A refund for any monies owed will then be processed.

Please contact us at cassartcare@cassart.co.uk to discuss your order and requirements with the care team..

We no longer offer an exchange service and therefore you will need to receive a refund and place a new order for the items wanted.

We have a returns policy of 14 days from when your order was dispatched.

We are unable to refund or exchange any items that have exceeded the 14 days returns policy date.

Cass Art Professionals can renew online only.

We have a policy of 14 day cancellation period once your Cass Art professional cost has been taken for a full refund. Alternatively, we can set your membership to lapse on your renewal date. Please call our customer care team on +44 (0)20 7619 2601 within office hours to arrange this.

You may at any time terminate any of your accounts with us by phone.

With Cass Art Professional, we honour a 14-day cooling-off period. You may choose to cancel your membership within the first 14 days and not be charged. If you do choose to cancel, you may be asked to return your free joining gift in a resalable condition.

If you choose to cancel your Cass Art Professional account after the 14-day cooling-off period, you will not be entitled to a refund.  If you have paid by an auto-renewal on a Credit Card, you will need to notify the customer care team ahead of your renewal date so that you do not incur additional fees.

If you have any queries with regard to your membership payment, please contact our customer service team on 0800 980 1123.

If 14 days have passed since payment was taken you may cancel your SAA Membership but you will not be entitled to receive any refund. Alternatively, we can set your membership to lapse on your renewal date. Please call our customer service team on 0+44 (0)20 7619 2601 within office hours to arrange this.

If you have opted in for a card auto-renewal, the payment will automatically be taken every year.

Log into your account and edit your email within your profile.