Thank you for shopping with us at The Old Bank Vault. We endeavour to do all that we can to hope you love your purchase(s). However, if you are not fully satisfied with the item(s) you have received, you may return the item(s) to us within 14 days of receipt, provided they are in original condition. Once items are returned you will be entitled to receive a refund.

 

Changed your mind? Your right to cancel.

We understand that you may change your mind about something you have bought online or in-store.

You have the right to cancel within 14 days of placing your order if you simply change your mind (except where items are made to order). We can offer a refund (excluding cost of delivery/framing) and request that you return the item(s) to us. Please ensure all return packages are sent with a trackable, insured service that provide you with a proof of postage, as we cannot take responsibility for items damaged or lost in transit. Please allow up to 5 working days from the time we receive your return for it to be processed.

Where items are returned to us outside of this time period we reserve the right to return the item to you.

Please also see the Exclusions, Refunds, and How to Return sections below.

  

Refunds

We are not obliged to provide you a refund until we receive the products back from you and have had ample time (5 working days) to confirm the condition of the item(s). We strongly recommend you send the products using a secure or trackable method - e.g. Recorded/Special Delivery - and that you retain your proof of postage.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within approximately two days of being processed. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement.

Please note that we are unable to issue refunds to expired bank cards - in this instance, we will issue the amount paid to you as online credit or gift card.

Faulty items will be refunded in full, including delivery charges where you have paid for the service or selected an “Express”-type service as per your requirements in which case the standard cost of delivery will apply as well as the cost incurred by you in returning the item(s) to us.

 

Exclusions

• Gift cards.

 

Undelivered Items

If items are undeliverable to you by the courier/postal services these orders will be held for a defined period of time (varies per company) for you to collect. If uncollected items exceed this limit, they will be returned to us as the sender. All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.

 

International Returns

You will therefore be required to pay for postage including any duties / taxes to return items back to us and will need to contact your local postal services to make these arrangements. Please return your item(s) using a recorded delivery service for your own insurance to the following address:

The Old Bank Vault
283 Hackney Road
London
United Kingdom
E2 8NA

 

What is your returns policy? 

We have a 14 day returns policy which applies for damaged works as well. Please note that any refunds need to be done within in this time frame. If you'd like to return the artwork(s) within this timeframe, we're happy to arrange pick-up free of charge.

Please note that if we've framed the artwork, we can't refund you the framing cost. That's because our framing service is bespoke for each artwork. We also can't refund you the original shipping cost.  

 

How do I return the artwork? 

If you're in London we'll organise a courier van to pick it up. Just let us know what day/time would be convenient and we'll arrange things from there. 

If you're located outside of London, we'll arrange a courier and send you the necessary address labels to attach to your package. Make sure the artwork is securely packaged for transport - we recommend that you use the original packaging. 

 

When does the refund get issued? 

We'll process your refund once the artist has received the artwork and checked that it's in good condition.  

All refunds will be processed in GBP. We cannot be held accountable to changes in exchange rates.

 

I have other questions - how do I contact you?

Please email us directly via contact@theoldbankvault.com or use the Contact page.