Shipping, Returns and Refunds Policy

Last updated: 20th March 2026.

This Shipping, Returns and Refunds Policy (‘Policy’) applies to all physical products (‘Products’) purchased through our website at www.kapulewis.com. It provides practical information about how we pack and deliver your order, what happens if something goes wrong, and how to return a Product.

This Policy forms part of, and should be read alongside, our Artwork Sales Terms and Conditions, which govern the contract for your purchase. In the event of any conflict between this Policy and the Artwork Sales Terms and Conditions, the Artwork Sales Terms and Conditions will take precedence. Both documents should also be read alongside our Website Terms of Use and Privacy and Cookie Policy.

We are FutureSmartMedia Limited trading as Kapu Lewis and Kapulewis.com (Company No. 09555889, VAT No. 280 249 112), 4 Denbigh Close, London, W11 2QH, United Kingdom.

1. Packaging

We take great care in preparing every order for dispatch. Mounted prints are sent flat-packed between two sheets of hardboard. Framed works are carefully packed in bespoke protective packaging suitable for the size and weight of the piece.

We use sustainable wooden frames with glass glazing (not acrylic), and have shipped framed works containing glass safely both nationally and internationally since 2005. Our packaging is selected specifically to protect glass during transit.

Please retain all original packaging until you are satisfied with your order, as it will be needed in the event of a return or a damaged-in-transit claim.

2. UK Delivery

2.1 Couriers and Services

Most UK orders are dispatched via DPD, which provides live tracking so you can follow your order in real time. Specialist or high-value framed works are dispatched via a specialist art courier. The service used will be confirmed in your dispatch notification.

2.2 UK Delivery Costs and Timings

The following is a general guide to UK delivery costs. Specific costs for each Product are shown at checkout. Delivery of artwork typically takes one to four weeks from the date of your order, depending on whether any framing or preparation is required. Books are usually delivered within 2–3 working days.

Product Type	UK Cost	Service	Estimated Transit
Channel Islands	As UK + £3.00 handling fee	Tracked and Signed	1-4 weeks
Framed Artwork (originals or prints) — value £1,000+	Free	Specialist Art Courier	1-4 weeks
Large Parcel (e.g. framed prints)	£25.00	Tracked & Signed / Specialist Art Courier	1-4 weeks
Medium Parcel (e.g. mounted prints)	£18.00	Tracked & Signed (flat-packed between hardboard)	1-4 weeks
Small Parcel (e.g. greeting cards, unframed prints)	£15.00	Tracked and Signed	1-4 weeks
Books	£4.00	2nd Class Tracked	2-3 working days

Please note that if you order multiple Products in the same order, they may be dispatched separately to ensure safe delivery of each item.

If you require express or urgent delivery, please contact us before placing your order at hello@kapulewis.com or via WhatsApp on +44 (0)7457 414071 and we will do our best to accommodate your requirements.

2.3 Tracking

You will receive a dispatch notification by email when your order leaves us, which will include your tracking reference. For DPD deliveries, you will receive tracking updates directly from DPD on the day of delivery.

2.4 Failed Delivery

If a delivery attempt is unsuccessful and you are not available, the courier will leave instructions for collection or re-delivery. If a Product is returned to us as undeliverable due to an incorrect address or failure to collect, we may charge an additional postage fee for re-delivery. If you choose not to have the Product re-delivered, we will refund the Product price but not the original delivery charge.

3. International Delivery

3.1 Our International Courier

All international orders are dispatched via DHL. You will receive tracking details from DHL on the day your order leaves us. Once your order has cleared UK customs and arrived in your country, it will typically be passed to your local or national delivery provider for final delivery. We will provide you with all available tracking information.

3.2 Delivered Duty Paid (DDP) — No Hidden Fees

We offer a Delivered Duty Paid (DDP) service for international orders. Under DDP, we take full responsibility for getting your Product safely to your door. This means we handle all aspects of international shipping, including customs clearance, import duties, and local taxes. The price you see at checkout is the price you pay — there are no unexpected costs or administrative hurdles on delivery.

UK VAT is removed from the price for international orders. Taxes and applicable duties are included within the DDP price so you will not be asked to pay anything additional on delivery.

Please note: while we endeavour to cover all applicable costs under DDP, in some countries certain additional fees may apply that are beyond our control. We advise you to check your own government’s guidelines on imported goods if you are unsure. Please contact us at hello@kapulewis.com before ordering if you have any questions about shipping to your destination.

3.3 International Shipping Costs

International shipping costs are calculated at checkout based on the size, weight, and destination of your order. For most international orders, an initial shipping estimate is shown at checkout. For large or high-value orders (particularly framed works), we may contact you after your order is placed to confirm the final shipping cost before dispatch. In this case, a secure payment link will be sent to you for any balance due.

For a shipping quote in advance of ordering, please email hello@kapulewis.com.

3.4 Framed Works Shipped Internationally

Framed works sent internationally are packed with the same care as UK orders. We ship with glass glazing where possible, but for some international destinations or particularly large pieces, we may need to dispatch works unglazed and include separate glass or recommend local glazing on arrival. We will advise you of this at the time of ordering.

We strongly recommend ensuring adequate insurance cover is in place for high-value international orders. See Clause 3.5 below.

3.5 Insurance for International Orders

Insurance against loss or damage can be arranged for international shipments and is strongly advised for higher-value orders. Please contact us at hello@kapulewis.com to discuss insurance options before your order is dispatched.

3.6 Delivery Restrictions

We are currently unable to dispatch orders to Russia. For any other destination where delivery restrictions may apply, we will notify you promptly after your order is placed.

3.7 Delivery Estimates for International Orders

International delivery times vary depending on destination and customs processing. Delivery estimates are indicative only and are not guaranteed. We are not liable for delays caused by circumstances outside our reasonable control, including customs processing, carrier delays, or adverse conditions.

4. Risk and Ownership

Risk in your Product passes to you on delivery. Ownership (title) passes to you only when we have received payment in full.

We strongly recommend that for high-value orders you ensure your home or contents insurance covers newly purchased artwork from the point of delivery.

5. Damaged, Faulty or Lost Orders

5.1 Damaged on Arrival

If your Product arrives damaged, you must notify us within 48 hours of delivery by contacting us at hello@kapulewis.com, via WhatsApp on +44 (0)7457 414071, or via our contact form at www.kapulewis.com/contact.

You must:

Retain all original packaging (both the outer packaging and any internal packaging)
Provide clear photographs of the damage to the Product and to the outer and inner packaging
Provide your order reference number

Failure to notify us within 48 hours, or failure to retain and photograph the packaging, may affect your ability to make a claim. We will assess your report and arrange a replacement, repair, or refund as appropriate.

5.2 Faulty Products

If a Product develops a fault that is not the result of transit damage, normal wear and tear, or mishandling, please contact us as soon as reasonably practicable. Your statutory rights under the Consumer Rights Act 2015 are not affected by anything in this Policy.

5.3 Incorrect Order

If you receive a Product that is different from what you ordered, please contact us within 48 hours of delivery with your order reference and a photograph of the Product received. We will arrange collection and dispatch of the correct Product at no cost to you.

5.4 Lost in Transit

If your order has not arrived within a reasonable period after the estimated delivery date, please contact us. We will not treat a shipment as lost until the following investigation period has elapsed from the dispatch date:

UK orders: 15 working days
International orders: 30 working days

Once confirmed as lost, we will arrange a replacement or full refund as you prefer.

6. Returns and Cancellations

6.1 Your Statutory Right to Cancel

If you are a consumer, you have the right to cancel your order without giving any reason within 14 calendar days of the day on which you (or a nominated person) receive the Product, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise this right, you must notify us before the 14-day period expires by:

Completing and submitting the Model Cancellation Form in our Artwork Sales Terms and Conditions
Emailing us at hello@kapulewis.com
Writing to us at: FutureSmartMedia Limited, 4 Denbigh Close, London, W11 2QH
Contacting us via WhatsApp on +44 (0)7457 414071

6.2 Exceptions to the Right to Cancel

The right to cancel does not apply to Products that have been personalised or made to your specific requirements. Where a specific frame option has been selected and prepared for your order, this may also affect your cancellation rights. Please contact us if you are unsure before ordering.

6.3 How to Return a Product

If you wish to return a Product (whether under your statutory cancellation right or because it is faulty or not as described), please contact us first to arrange the return. Do not return a Product without contacting us first.

When returning a Product:

Please repack it securely in all the original packaging in which it arrived
Include your order reference number inside the package
For statutory cancellations, you are responsible for the cost of return postage unless the Product is faulty or not as described
We strongly recommend using a tracked and insured service, as we cannot accept responsibility for Products lost or damaged in return transit
For damaged or faulty returns, we will arrange collection from your address at no cost to you

For international returns, please contact us at hello@kapulewis.com and we will coordinate collection.

6.4 Condition of Returned Products

Products must be returned in the same condition as delivered, unused, and in their original packaging. We reserve the right to deduct an amount from your refund to reflect any reduction in the value of the Product caused by handling beyond what is necessary to establish its nature, characteristics, and functioning.

7. Refunds

7.1 When We Will Refund You

We will process your refund within 14 days of the earlier of:

Receiving the returned Product back at our premises; or
Receiving satisfactory evidence that you have sent the Product back (for example, a tracked postage receipt)

For statutory cancellations, your refund will include the standard delivery charge you paid at the time of ordering, but not any additional or upgraded delivery charges you chose. Refunds will be made to your original payment method.

7.2 Deductions from Refunds

Where a Product is returned following a statutory cancellation but has been handled beyond what was necessary to inspect it (for example, it has been hung, displayed, or otherwise used), we may deduct an amount from the refund to reflect the diminished value.

We will not deduct anything from your refund if you are returning a Product because it is faulty, not as described, or damaged in transit.

7.3 International Order Cancellations

For international orders that are cancelled after dispatch, any refund will be made minus any transaction fees and non-recoverable international shipping costs already incurred. We will inform you of any such deductions before processing.

7.4 Refund Method

Refunds are made to the same payment method used for the original purchase. We are unable to refund to a different card, account, or payment method.

8. Payment Methods

We accept the following payment methods for Product purchases:

Credit and debit cards: Visa, Mastercard, Maestro, American Express
Digital wallets: Apple Pay, Google Pay
Buy-now-pay-later: Klarna, Clearpay (subject to eligibility and their terms)
BACS bank transfer (available on request for higher-value orders — please contact us before placing your order)

For international orders, payment may also be made via a secure Worldpay link, which will be issued to you for any balance due above the initial checkout amount.

Where you use a buy-now-pay-later service, your payment arrangement is directly with the third-party provider. We are not responsible for any issues arising from your use of those services.

9. Complaints

If you have a complaint about your order, delivery, or any aspect of our service, please contact us:

Email: hello@kapulewis.com
Contact form: www.kapulewis.com/contact
WhatsApp: +44 (0)7457 414071
Post: FutureSmartMedia Limited, 4 Denbigh Close, London, W11 2QH, UK

We will acknowledge your complaint within two working days and aim to resolve it within ten working days. If we are unable to resolve it to your satisfaction, you may escalate it in accordance with our Conduct, Concerns and Complaints Policy.

You also have the right to refer your complaint to an approved Alternative Dispute Resolution (ADR) scheme under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

For further consumer advice, please visit www.citizensadvice.org.uk or contact the Citizens’ Advice consumer helpline.

10. Changes to This Policy

We may update this Policy from time to time. Any changes will be posted on this page with an updated ‘Last updated’ date and will not affect any order for which we have already sent a Confirmation Email.

For all shipping, returns, and delivery enquiries:

Email: hello@kapulewis.com

WhatsApp: +44 (0)7457 414071

Contact form: www.kapulewis.com/contact

Post: FutureSmartMedia Limited, 4 Denbigh Close, London, W11 2QH, UK