Click here to browse the Big Notebook Sale with 20% off at London Graphic CentreClick here to browse the Big Notebook Sale with 20% off at London Graphic Centre

Frequently Asked Questions

Delivery

Has my order been shipped out yet?

As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it is on its way. This will be sent to the e-mail address provided when placing your order.

Once dispatched items will be delivered within the timescale stated for the delivery option selected. If your order is trackable you can check it's progress by logging into your account.

I have received a faulty item

We want all our customers to be happy with their purchases however should you discover a fault to enable us to resolve the issue promptly please contact our Customer Care Team as soon as possible.

To contact our Customer Care team please click Contact Us

By e-mail: customercare@londongraphics.co.uk - please include order number and description to avoid any delays.

I have received an incorrect item in my order

We are sorry if you have received an incorrect item in your order, to enable us to resolve the issue promptly please contact our Customer Service Team as soon as possible.

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk - please include order number and description to avoid any delays.

An item is missing from my order

To ensure you receive your items as soon as possible we will occasionally dispatch items separately. Any missing or to follow items will be clearly marked on your packing note.

If your order contains items from a third party supplier, these will be dispatched separately.

Please check the delivery notes from each part of your order to make sure you are not missing anything.

If you discover something is missing then please contact our Customer Service Team as soon as possible.

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk.co.uk - please include order number and description to avoid any delays.

UK Standard delivery

Standard deliveries are made within 5 working days after the day you place your order (excluding Weekends and Bank Holidays).

The cost of UK Standard Delivery is £3.95 for standard sized items. Your order will be sent via one of our couriers depending on size and weight.

Smaller/lighter items are usually delivered by Royal Mail. Online order tracking is available via your London Graphic Centre account.

Standard and larger items are usually delivered by Parcelforce. Online order tracking is available via your London Graphic Centre account.

Your order can be delivered anytime between 8am and 7pm and for security purposes a signature will be required on receipt. Alternatively if your order is delivered by a third party supplier your order can be delivered anytime between 9am and 5pm.

If you are not available to take delivery of your order, the carrier will leave a calling card to enable you to contact your local delivery depot and rearrange delivery.

Unfortunately we cannot deliver on Public/Bank Holidays or Sundays. Such deliveries will be made on the next working day.

For more information on deliveries click here

UK Next Day delivery

If you place your order by 2pm Monday to Thursday for Next Day Delivery, you will receive your goods the next working day. Working days are Monday to Friday 8am-7pm, excluding Public/Bank Holidays. If you place your order between 2pm Friday and Sunday, you will receive your goods on Tuesday.

The cost of Next Day Delivery is from £6.95 depending on the size and weight of the item. Your order will be sent via one of our couriers depending on size and weight.

Large/bulky items are usually delivered by Parcelforce. Online order tracking is available via your London Graphic Centre account

Smaller/lighter items are usually delivered by Parcelforce. Online order tracking is available via your London Graphic Centre account.

Your order can be delivered anytime between 8am and 7pm and for security purposes, a signature will be required on receipt. Alternatively, if your order is delivered by a third party supplier your order can be delivered anytime between 9am and 5pm.

If you are not available to take delivery of your order, the carrier will leave a calling card to enable you to contact your local delivery depot and rearrange delivery.

Unfortunately we cannot deliver on Public/Bank Holidays or Sundays. Such deliveries will be made on the next working day.

International delivery information

Unfortunately we are not able to deliver internationally. We hope to be able to do so in the future.

How does your delivery service work?

At London Graphic Centre we know how important it is to receive your goods when you expect them, especially if you have ordered something for a specific occasion. We use two couriers to deliver goods: Parcelforce and Royal Mail. Parcelforce usually delivers the standard, larger or bulky orders, whilst Royal Mail delivers the smaller or lighter orders. In addition, some of our products are delivered by third party suppliers.

We allocate the courier we believe will deliver your order to you in the quickest time depending on the size and weight of your order.

Do you deliver to work addresses?

We can deliver to your permanent residential address or your place of employment. If you choose for your delivery to reach you at work, please be sure that someone will be there to take receipt of the goods as the courier will deliver to the location, not the person. Please note a signature will be required on receipt.

Returns

Our returns policy

Click here to view our Returns Policy

How do I return an item?

Click here to view our Returns Process

My return was processed but I wasn't refunded my delivery charge

We will refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.

I have been refunded the incorrect amount

If you believe a mistake has been made on your refund, please contact our Customer Services Team who will aim to rectify the situation for you as soon as possible.

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk - please include order number and description to avoid any delays.



Please note the following may affect the amount you have been refunded:

  • The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty.
  • Any discounts that were applied at the time of sale, which may not now be applicable now.

Have you received my returned goods?

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk - please include order number and description to avoid any delays.

I returned an item and it was incorrectly refunded or replaced

We apologise if we have made a mistake when processing your request.

If you were expecting a replacement and received a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase an alternative product if required.

If you were expecting a refund and we sent you replacement goods, please contact our Customer Services Team.

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk - please include order number and description to avoid any delays.

Can I return unwanted items that were bought in store?

Yes you can, but only to the store you bought the items from.

How do I cancel my order under the Consumer Contracts Regulations?

Click here to view how to cancel your order under the Consumer Contracts Regulations June 2014

Online Shopping

How do I search for a product?

There are a number of ways you can search for a product.

Simple browse through the categories at the top of the homepage and then refine what you are looking for by clicking on each section, spilt into either product types or branded types.

Alternatively, if you know exactly what you want, just type in the product code, product or brand into our search facility (top right of the website) and we will find you everything related to your specific search.

Once you have found what you are looking for, click 'add to basket', and when you're done shopping, follow the on-screen instructions to fill in your payment and delivery details.

Don't forget to check out our Special Offers section for the deals.

I have ordered something but have previously seen it on your website at a lower price

As an online business we act fast to amend our prices in response to trends, stock availability and demand from customers. It's our general view not to refund the difference.

Do I need to create an account to shop with you?

No, but it will make it make shopping much easier with us in the future if you do.

Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, wish list, regular newsletters, as well as exclusive discounts and special offers.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever you prefer. Click here to sign up.

Just follow the easy steps on screen and remember to have your payment details and billing address of the credit card to hand.

Can you give me more information on your products?

If you don’t find the information you are looking for on the product page please contact our Customer Service team or visit our Covent Garden store where we will be happy to help and advice.

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk.

How do I signup for the newsletter?

The easiest way to sign up for our newsletter is to register for an account. You are not required to make a purchase, but when you are ready to shop, you will have a head start as all your information is easily available to use. Click here to sign up.

How do I pay for my order?

We like to give you plenty of payment options, so you can use any of the cards listed below. We also take security very seriously indeed, so your details will be safe with us.

We also offer PayPal Pay in 3 as a payment option.

Click here for more information.

All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.

What currencies can I use?

Currently you can pay using British Pound Sterling £

When will I be charged?

Once your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we would recommend you contact your bank or card issuer to understand why they were unable to authorise the payment.

How do I change details on my London Graphic Centre account?

Once you have signed up, you'll be able to log into your account at any time. Once logged in you can change your password, email address, delivery info and card details. Click here to login.

If you haven't visited us in a while, it's worth checking your account to make sure all your details are up to date. Click here to login.

I have a promotion code, how do I use it?

Please make sure you type your code to the appropriate box when you check out, and select ‘add code’ to apply it to your order.

If it is not applied at this point, we can't apply it to the same order later on (though you might be able to use it on a subsequent order).

Please note only one discount offer or promotion code can be used per transaction.

Discount codes cannot be redeemed when buying gift vouchers.

Please always check any further terms and conditions supplied with the code as some vary.

Can I amend or cancel my order?

Unfortunately we are unable to amend an order once it has been submitted; this includes changing the size/colour of an item, removing or adding an item, changing the delivery address or any payment methods.

To cancel your order please call our Customer Services Team:

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk - please include order number and description to avoid any delays.



Once your order has entered our dispatching process we will not be able to make any changes. In these circumstances you may return goods by using our returns process

Click here to view how to cancel your order.

How do I cancel my order under the Consumer Contracts Regulations?

Click here to view how to cancel your order inder the Consumer Contracts Regulations June 2014

Consumer Rights

We want you to buy with confidence from us and to understand all your Consumer Rights. There is a telephone and online service offering information and advice on consumer issues which is funded by the Office of Fair Trading and delivered in partnership with Local Authority Trading Standards Services.

Click here for more information.

For any help and support please speak to our Customer Services team on 020 7759 4500 (Monday- Friday 09:00 - 17:00)

Do you offer student discounts?

To support students, we offer a generous 15% Discount. To view our student discount page and apply for a code, please click Student Discount and sign up via Student Beans.

Will an item be restocked?

Some products are special purchases and only limited stocks are available, where this is the case try using our on line search facility in the top right hand side of our site to find something similar.

If there is anything else you would like to know regarding products, then please contact our Customer Services Team:

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk.

What are your terms and conditions?

Please click here for our full terms & conditions.

How do I get a copy of my online invoice?

A link to this is provided in the order confirmation email sent to you after the order is placed. Alternatively please call our Customer Services Team:

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk - please include order number and description to avoid any delays.

Technical Queries

I am having general problems accessing or buying from your website

If you are having any problems, we recommend you make sure you have the latest updates and patches for your operating system. Windows users can find out more here.

If you are still having problems, please get in touch with our Customer Services Team, who will be able to place the order for you and investigate the problem. To help us solve the issue for you, please include as many of the following details as possible:

  • You’re Operating System (e.g. Windows Vista, Mac OS X).
  • Internet Browser (Internet Explorer 8, Firefox, Safari).
  • What URL you were trying to access (e.g. https://www.londongraphics.co.uk/painting )
  • What date and time the problem occurred.

Please copy the screen using the ‘PrtScn’ (Print Screen) button to copy and paste into the email or simply highlight and copy and paste any error message that appeared on the screen.

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk.

I have a problem with my shopping basket

If items are disappearing from your shopping bag this is likely to be because our stock position has changed since you added the item to your basket. When this is the case a message will appear in the shopping basket to tell you. It could also be because you are using your internet browser's 'back' button, rather than selecting the 'Continue shopping' links on the shopping basket page.

If you are still having problems, try deleting the cookies on your PC. Simply select 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and select OK. You should then be able to start over again.

I can't sign into my account / empty shopping bag

When shopping with us or accessing your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.

If you can't remember your password, just type your email address in to the 'Forgotten your Password' box on the sign-in page, and we'll remind you what your password is.

You can change your password, main email address or any of your other details at any time just by signing in to your account.

I am not receiving your newsletters

If you are not receiving our emails or our regular newsletter, you could be missing out on latest offers, discounts and new product information.

One of the most common reasons for this that your email software is marking emails as junk mail sending them to your spam folder. To stop this from happening, please add London Graphic Centre to your email address book.

If you have checked this and are still not receiving the newsletter check your registered email address in 'My Account'.

If you need any further assistant please contact our Customer Services Team:

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk.

Is it safe to order online?

It’s safer than it ever has been. We use a very secure online ordering system, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.

We use SSL certificates from GeoTrust® for ultimate online security and trust delivering both 256-bit encryption and the True Site™ trust mark providing third-party website identity validation.

The presence of SSL means you can rest assured that communications (e.g. credit card numbers, names and addresses) between your browser and this site's web servers are private and secure when the SSL session is activated.

We are also a member of SafeBuy, the UK's leading consumer assurance scheme with the only eCommerce Code of Practice that has completed Stage One of the Consumer Codes Approval Scheme run by the Office of Fair Trading. The SafeBuy Hands Seal is an assurance that a website is trustworthy and provides a high-quality service. The Code, amongst other things, requires web retailers to:

  • Adhere to the terms of the Sale of Goods Act, the EU Distance Selling Regulations and the EU Directive on Privacy and Electronic Communications.
  • Conform to the Data Protection Act 1998.
  • Provide security for the processing of credit card transactions.
  • Include physical location and contact details for themselves on their website.
  • Display the total price consumers must pay for goods including delivery costs and provide a clear explanation of the delivery procedures.
  • Advise the consumer if 'cookies' are required for the processing of data.
  • Not use 'spam' for marketing purposes.
  • Avoid exploitation of children.
  • For more details about Safebuy please click here.

What is your privacy and security policy?

We take your security and privacy very seriously and do not pass on your details to anyone else, save for those parties involved in processing your order. For more information about our policy please click here.

What is 'Mastercard SecureCode'?

MasterCard SecureCode is a service that password-protects your MasterCard credit, debit or Maestro card details, to give added security when you shop online. They allow you to create a password that is known only to yourself, to use every time you use your Maestro card online.

To register for MasterCard SecureCode all you need to do is follow the instructions next time you place an order with us. Alternatively, you can sign up by contacting the bank that issued your Maestro card directly.

You'll be asked to come up with a password (also known as a SecureCode) for your Maestro card. You only need to do this once then whenever you use the card online you will be asked to enter the password when you check out.

To find out more information about these services visit the MasterCard SecureCode website.

My payment has been declined?

Payment can be declined for a number of reasons. Try checking the details in your London Graphic Centre account to ensure that the card details such as the start date, card type are correct and your billing address is the same registered to the card.

If the problem persists, try contacting your bank or card issuer.

If you are still experiencing problems please contact our Customer Service Team:

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk.

I have seen a product but it no longer seems to be in stock

Some of our most popular products will sell out of stock very quickly. As we try to keep our products fresh we add new products regularly so you might just find something similar to the one you were looking for.

Try browsing through our departments at the top of the web-page and then refine the type of item you are looking for by clicking on each of the sub-sections.

Alternatively, you can type in the product or brand into our search facility (top right of the Website) and we will find you everything related to your specific search.

The London Graphic Centre Commitment

Our promise to customers

At London Graphic Centre we pride ourselves in offering you excellent service, so we want you to be 100% confident when purchasing from our online store.

We will use all reasonable means to deliver the items you have ordered in excellent condition within the time stated for the delivery service you have selected. Should any problems occur we will do our best to rectify the problem and find an outcome that is suitable for you.

If your order is late

If your order doesn’t arrive on time please contact our Customer Service Team and we will respond as soon as we can.

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk - please include order number and description to avoid any delays.

If your order is wrong or faulty

If your order was not what you were expecting please contact our Customer Services team and we will reply as soon as we can.

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk - please include order number and description to avoid any delays.

In Store Help

Where is your store located?

To find out about the store, please visit our store page, Our Store.

What hours are my nearest store open?

To check opening hours for your local store please visit our store page, Our Store.

Buying a gift voucher

Gift vouchers are available for purchase from our store as well as online. They are available in £10, £20, £50, £100 and £200 denominations. Gift vouchers can only be redeemed in one of our stores.

Using a gift voucher

London Graphic Centre gift vouchers are exclusive for use at London Graphic Centre. They can be redeemed in our store. They are unfortunately not redeemable against purchases made online.

Please refer to point 9 in our Terms & Conditions for further information.

What to do if my gift voucher is lost or damaged?

We are unable to replace lost vouchers, however if you voucher is damaged, please contact our Customer Services Team for further assistance.

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk - please include order number and description to avoid any delays.

Contact

The customer care team

Here at London Graphic Centre we aim to provide customers with an enjoyable, hassle free shopping experience, but unfortunately from time to time things don’t always go as planned. If things don’t go to plan we have put together all the information you need in our Help section which is specially designed to help you find answers to all our frequently asked questions.

In the event you don’t find the answer you're looking for, please contact our Customer Services Team who will get back to you as soon as possible:

To contact our Customer Services team please click Contact Us

By e-mail: customercare@londongraphics.co.uk - please include order number and description to avoid any delays.

London Graphic Centre social media

At London Graphic Centre we like to share content all about great artists, art, new products, offers, shopping and us. You can find our links here:




Please ‘Like or ‘Follow us’ to ensure you have all the latest information. If you like talking on line as much as we do then chat away about you, us, your opinions, your ideas, and your life.

Press & media

For high-resolution product image requests and media requests relating to product samples for review, competition prizes or product placement, Press and media requests please contact info@londongraphics.co.uk

General marketing

For any advertising or promotional opportunities please email info@londongraphics.co.uk in the first instance.

I am a supplier and would like to get in touch

Please contact us at info@londongraphics.co.uk if you are interested in selling your products on londongraphics.co.uk or in our stores and specify what product group(s) you represent, e.g. home, garden, etc.

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