Delivery
DPD Standard Delivery
(usually artworks below £5,000 are not considered large or fragile)
Cost: Calculated at time of sale
White Glove*
(usually items over £5,000 or those considered large or fragile)*Personalised delivery from a member of our own trusted team to the room of your choice.
Cost: Calculated at time of sale (Free within 10 miles)
Collect From Gallery
Cost: Free within 10 miles
What To Expect:
Q: What happens after I order?
A: All orders receive a telephone follow-up to provide confirmation of delivery timeline and answer any further questions you may have regarding your purchase, payment or delivery. We will confirm at this point how your order will be delivered (usually as per the above method based on value and fragility).
Q: Can you notify me when you’re on your way to deliver?
A: If your order is being delivered by DPD they will send you a text message when they have collected from us to advise you of your delivery date.
On the day of delivery they will send you another text message in the morning with a one hour timed window within which your delivery should arrive.
This will also offer you the option to track or amend your delivery should you wish.
If your order is being delivered by our own white glove service, Customer Service team will contact you in advance to confirm your delivery date. They will then send you a text message the evening before your delivery date specifying a four hour window within which your order should arrive.
Q: How will I know when my order is ready to collect from the gallery?
A: Otter gallery will contact you once the piece is ready for you to collect.
Q: Will you install my art?
A: We are unable to install the art.
Q: What do I do when it arrives by DPD?
A: Please remove all packaging straight away, we will have checked that the art was in perfect condition when it leaves the gallery, however please check the condition of the art immediately and if any damage has occurred in transit. Contact the gallery straight away if this has happened.
Q: Will your delivery team remove any packaging?
A: If your order is delivered by our own white glove service then we are happy to remove the packaging and take it with us. Please advise our team prior to delivery if this is required.
Q: I have ordered multiple items, will they be delivered together?
A: We will use best endeavours to combine multiple items in one delivery. They may be boxed individually depending on size or the amount of protection required.
Q: How will I receive my certificate of authenticity?
A: Most of our limited edition and some of our original pieces have a certificate of authenticity and if a certificate exists, you will receive this with your order.
Q: Access:
A: Please contact us prior to delivery to discuss any potential access issues either inside or outside your property.
Q: Delivery to remote areas:
A: We deliver to all areas of the UK. Please note that the Channel Islands are considered an international location (see international delivery for further details). Islands and some more remote areas may receive our white glove service from a trusted partner. We work closely with these partners.
Q: International delivery ?:
A: Currently as a new business we are not offering international delivery. This is something that we will be reviewing in the future, please do contact us as we may be able to fulfil this in some circumstances.
If you have any other questions, please contact a member of our dedicated customer service team, who are on hand to help and advise via telephone and email. We are closed on Sundays and Mondays.
