Frequently Asked Questions

01 Shipping Information

Why won’t my payment go through?

There are several reasons a payment might not be successful:

  • Incorrect card details – Double-check that your card number, expiration date, CVV code, and billing address are entered correctly.
  • Expired or blocked payment method – Your card may have expired or been blocked by your bank for security reasons. Please verify with your bank.
  • Insufficient available funds or transaction limits – Your bank may block a transaction due to exceeding spending limits or low balance.
  • Bank security measures – Occasionally, banks or card issuers may flag a transaction for security reasons. Contacting them directly can help resolve this.
  • Mismatch of billing information – Ensure the billing address and postcode match the information your bank has on file. Mismatches can cause declines.
  • Technical or gateway issues – Network errors or maintenance can sometimes interrupt transactions. Try again or contact support if the issue persists.

What you can do:

  • Review and re-enter your payment details carefully.
  • Try a different card or payment method (e.g., PayPal, Google Pay, Shop Pay).
  • Contact your bank or card issuer for further insight.
  • If the issue continues, reach out to us—we’re here to help!


How are the artworks shipped?

All artworks are carefully packaged to make sure they reach you safely and securely.

  • Discreet packaging: Each order is shipped in plain brown, unassuming packaging to protect your privacy and reduce the risk of damage in transit.
  • Secure handling: We use sturdy protective materials to keep your artwork safe from bending, scratches, or knocks during delivery.
  • Recorded delivery: Orders are sent with secure, trackable delivery services for peace of mind.
  • Trusted partners: We work with reliable shipping and print partners in the UK and EU to ensure consistent quality and safe arrival worldwide.
  • Multiple shipments: If you order several items from different print partners, they may arrive in separate packages.

What you can do:

  • Track your parcel using the link provided in your shipping confirmation email.
  • Make sure someone is available at your delivery address to sign for the package.
  • If you notice any issues on arrival, please contact us right away so we can help.

Other common shipping questions

Here are quick answers to some of the most common shipping questions we receive:

  • Can I track my order? – Yes, all orders include tracking. You will receive an Aftership tracking link as soon as your order is dispatched.
  • Do you offer express shipping? – At the moment, we focus on standard and reliable shipping. Express options may become available in the future.
  • What if my order is delayed? – Delays can occasionally happen due to customs or local couriers. If your order is running late, please contact us and we’ll investigate for you.
  • What if my artwork arrives damaged? – In the rare case of damage, please take photos of the package and artwork and contact us immediately. We will arrange a replacement or solution as quickly as possible.
  • Do you ship to PO Boxes or military addresses? – Some carriers are unable to deliver to PO Boxes or certain military addresses. If this affects your order, we will get in touch for an alternative address.
  • Can I change my shipping address after ordering? – If you need to update your delivery details, let us know as soon as possible. Once the order is in production or dispatched, changes may not be possible.

If you have any other questions about shipping, don’t hesitate to reach out to us. We’re always happy to help.

Do you ship internationally?

Yes, we ship to most countries worldwide. Shipping costs and delivery estimates are calculated at checkout based on your address and the nearest print partner location.

  • Where we ship from: Orders are fulfilled by trusted print partners in the UK and EU, and routed to the closest facility when possible.
  • Delivery estimates: Timings vary by destination and carrier. You will see an estimate on the product page and again at checkout.
  • Tracking: A tracking link is emailed as soon as your order is dispatched.
  • Customs and import fees: International orders may be subject to duties, taxes, or handling fees charged by your local customs authority. These are the buyer’s responsibility.
  • Multiple parcels: If your order includes items made in different facilities, they may arrive separately.
  • Address limitations: Some carriers cannot deliver to PO Boxes or very remote areas. If this affects your address, we will contact you for an alternative.
  • Service interruptions: Certain destinations may be temporarily unavailable due to carrier or customs restrictions.

What you can do:

  • Use the shipping estimate on the product page or enter your address at checkout to see available options and costs.
  • Check your country’s import rules to understand any duties or taxes before ordering.
  • If your country is not listed at checkout, contact us and we will try to help.


What shipping methods are available?

Our shipping methods depend on where your artwork is coming from, but in all cases we focus on speed, safety, and reliability.

  • Ready-to-ship artworks: Some of our pieces are already printed and stored in secure storage, allowing them to be dispatched quickly.
  • Made-to-order artworks: For other pieces, our print partners produce your order on demand. They will manufacture the frame, canvas, or poster, then render and prepare the print before shipping.

All orders are managed through Aftership, which allows you to track your package easily. We work only with trusted carriers that have a proven record of safe handling. We avoid unreliable outsourced couriers known for poor care, ensuring your artwork arrives in perfect condition.

What you can do:

  • Follow your tracking updates via the Aftership link provided in your dispatch email.
  • Check the estimated delivery time shown at checkout for your chosen destination.
  • If you ever have concerns about shipping or tracking, contact us and we’ll be happy to assist.
02 Payment Information

What payment methods do you accept?

We accept a range of secure payment methods so you can choose the one that suits you best.

  • Credit & debit cards: Visa, Mastercard, American Express, and other major providers.
  • Digital wallets: PayPal, Google Pay, and Apple Pay for fast and convenient checkout.
  • Shop Pay: A quick and secure way to pay, with the option to save your details for faster future purchases.
  • Bank security: All payments are processed through trusted and encrypted gateways.

What you can do:

  • Select your preferred payment method at checkout.
  • If your payment isn’t working, try another method or contact us for assistance.

Can I pay in my local currency?

Our store automatically displays prices in your local currency when possible, making it easier for you to shop with confidence.

  • Automatic currency detection: Prices are shown in the currency that matches your location where supported.
  • Checkout currency: Final payments are processed in GBP (£) by default, but your bank or card provider will handle the conversion if you are outside the UK.
  • Conversion rates: Exchange rates are set by your bank, PayPal, or payment provider at the time of purchase.
  • Billing differences: In some cases, you may see a small difference between the store price and your final bank charge due to exchange fees.

What you can do:

  • Check with your bank or payment provider to understand their conversion rates and fees.
  • If you prefer, you can switch the currency display in our store (where available) for easier browsing.
  • If you have questions about charges in your local currency, please contact us.

Do you offer buy now, pay later options?

Yes we offer flexible payment options so you can spread the cost of your artwork if you prefer.

  • Klarna: Choose Klarna at checkout to split your payment into instalments or pay later, depending on your eligibility and location.
  • Shop Pay Installments: Available for eligible orders, allowing you to pay in interest-free instalments.
  • Other payment methods: We also accept debit/credit cards and PayPal for straightforward, secure checkout.

What you can do:

  • Select Klarna or Shop Pay Installments at checkout if you’d like to spread your payment.
  • Check the terms and availability in your country, as options may vary by region.
  • If you have questions about eligibility or payment plans, please contact us.

Is my payment information secure?

Yes your payment details are always handled safely and securely.

  • Encryption: All transactions are processed using industry-standard SSL encryption to keep your information protected.
  • Trusted gateways: Payments are handled by established providers such as Shopify Payments, PayPal, and other secure gateways.
  • No storage of card details: We never store your full card information on our servers.
  • Fraud protection: Our payment partners monitor transactions to help prevent unauthorised use.

What you can do:

  • Look for the padlock symbol in your browser’s address bar to confirm you’re on a secure page.
  • Contact your bank immediately if you ever suspect unauthorised activity.
  • Reach out to us via our contact page if you have any questions about payment security.

When will I be charged for my order?

Payment is taken at the time you place your order, so we can begin processing it right away.

  • Immediate charge: Your chosen payment method will be billed as soon as you complete checkout.
  • Order confirmation: You’ll receive an email confirming your order and payment once the transaction is successful.
  • Pre-authorization: In some cases, your bank may temporarily show a “pending” charge before final confirmation.
  • Made-to-order items: Even if your artwork is produced on demand, payment is still required upfront so production can begin.

What you can do:

  • Check your email (and spam folder) for your order confirmation after purchase.
  • Contact your bank if you see a pending charge that doesn’t update within a few days.
  • If you believe you’ve been charged but didn’t get confirmation, please contact us so we can check your order.

Why was my card charged but I didn’t receive confirmation?

Occasionally, a payment may appear on your bank statement even if you haven’t received an order confirmation. This is usually temporary and can happen for a few reasons:

  • Pending authorisation: Your bank may show a “pending” charge before the payment is fully processed.
  • Email delivery issues: The confirmation email may have gone to your spam or junk folder.
  • Incorrect email address: If there was a typo in your email at checkout, the confirmation may not reach you.
  • Payment error: Rarely, a failed payment attempt may still show as a pending charge but will be released by your bank.

What you can do:

  • Check your spam/junk folder for the confirmation email.
  • Verify the email address you entered at checkout.
  • Wait 24–48 hours for pending charges to clear if the payment did not go through.
  • If you’re unsure, please contact us with your payment details, and we’ll confirm your order status.
03 Orders and Returns

How do I place an order?

Ordering your favourite artwork is simple and secure through our online store.

  • Browse: Explore our collections and select the artwork and format you love (framed, canvas, or poster).
  • Add to cart: Choose the size or variation (if available) and click Add to Cart.
  • Checkout: Enter your shipping details, select your preferred payment method, and complete your purchase.
  • Order confirmation: Once your order is placed, you’ll receive an email confirmation with all your order details.
  • Production & shipping: If the artwork is made-to-order, our print partner will begin production before it is securely shipped to you.

What you can do:

  • Double-check your email address at checkout to ensure you receive your confirmation.
  • Contact us via our contact page if you experience any issues while ordering.

Can I change or cancel my order?

We start processing orders quickly to ensure fast delivery, so changes and cancellations are only possible within a short timeframe.

  • Before production: If your order has not yet gone into production or been shipped, we may be able to change or cancel it.
  • After production begins: Once your artwork is being printed or framed, changes and cancellations are no longer possible.
  • Shipping stage: Orders that have already been dispatched cannot be changed or cancelled.

What you can do:

  • Contact us as soon as possible via our contact page if you need to make changes.
  • Have your order number ready to help us locate your order quickly.

How do I request a refund?

Refunds are available in specific cases, such as damaged, defective, or incorrect items. As our artworks are printed on demand, refunds for change of mind are not possible.

  • Eligibility: Refunds are issued only if your artwork arrives damaged, misprinted, or not as described.
  • Timeframe: You must contact us within 14 days of receiving your order to be eligible.
  • Evidence required: Please provide clear photos of the issue so we can process your request quickly.
  • Refund method: Approved refunds are returned to your original payment method.

What you can do:

  • Review our returns and refund policy before submitting your request.
  • Gather your order number and photos of the issue.
  • Submit your request through our contact page and our team will guide you through the process.

Do you accept returns?

Because our artworks are printed on demand or stored in limited runs, we are unable to accept returns for unwanted items. However, we always want you to be happy with your order.

  • Made-to-order policy: Each piece is created especially for you, so we cannot accept returns due to change of mind or wrong size/format selection.
  • Damaged or defective items: If your artwork arrives damaged, misprinted, or faulty, we will arrange a replacement or refund.
  • Eligibility: To qualify, please contact us within 14 days of delivery with photos of the issue.

What you can do:

  • Inspect your package carefully on arrival.
  • If you notice any damage, take clear photos of both the packaging and artwork.
  • Submit your details via our contact page so we can resolve the issue quickly.

What if my artwork arrives damaged?

We take great care in packaging and shipping, but in rare cases damage can happen during transit. Don’t worry — we’ll make it right.

  • Secure packaging: All artworks are shipped in strong, protective packaging to prevent damage.
  • Damaged on arrival: If your artwork arrives damaged, please let us know within 14 days of receiving it.
  • Proof required: We’ll ask you to send clear photos of the packaging and the artwork so we can investigate with our shipping partners.
  • Replacement or refund: Once confirmed, we’ll arrange a replacement at no extra cost, or issue a refund if preferred.

What you can do:

  • Check your package as soon as it arrives.
  • Take photos of any visible damage before opening the package.
  • Contact us immediately via our contact page with your order details and photos.
04 Products & Artwork Information?

What types of products do you offer?

We create and sell a range of eye-themed artworks, available in different formats and products to suit your style, space, or even everyday use.

  • Framed posters: High-quality prints presented in elegant frames, ready to hang.
  • Canvas prints: Premium stretched or framed canvas options that give the artwork a bold, gallery-style look.
  • Fine art prints: Museum-quality paper prints for a classic finish (available in selected artworks).
  • Printed keyring tags & necklaces: Carry a piece of Highdellic art with you wherever you go.
  • Merchandise: Exclusive branded items featuring Highdellic designs (coming soon).
  • Private custom orders: By request, we can have our art printed on mugs, postcards, book covers, phone cases, bags, mouse mats, or even clothing. Just ask!

What you can do:

  • Browse the product page of each artwork to see which formats are available.
  • Use the Also Available As section to view other formats of the same design.
  • If you’d like a custom item, please contact us with your request and we’ll do our best to make it happen.

What sizes are available?

Our artworks are available in a variety of sizes depending on the product format, so you can choose the perfect fit for your space.

  • Framed posters: Popular sizes include 30x30 inch and other square or rectangular formats.
  • Canvas prints: Available in stretched or framed options, with common sizes ranging from small display pieces to large statement walls.
  • Fine art prints: Offered in selected standard print sizes for easy framing.
  • Accessories & merchandise: Keyring tags, necklaces, and custom items vary in size depending on the product.
  • Custom sizing: On request, we may be able to produce certain artworks in different dimensions to suit your needs.

What you can do:

  • Check the product page of each artwork for the exact size options available.
  • Use the size guide (where provided) to help visualise how the artwork will look in your space.
  • If you’d like a size not currently listed, contact us and we’ll let you know if it can be arranged.

Do the colours look the same in real life?

We do our best to ensure the colours you see online are as close as possible to the final printed artwork, but small variations can occur.

  • Screen differences: Colours may appear slightly different depending on your device’s display settings (brightness, contrast, resolution).
  • Print precision: We use high-quality printers and inks to achieve vibrant and accurate colours, true to the original design.
  • Lighting: The way colours look can change under different lighting in your home or space.
  • Quality guarantee: Our prints are checked for consistency, ensuring the artwork retains its intended style and detail.

What you can do:

  • Expect slight natural variations between digital previews and physical prints.
  • If you need help choosing a format for your space, feel free to contact us for advice.

Can I request a custom order?

Yes — we welcome custom requests if you’d like something more personal or unique.

  • Custom products: Our artworks can be specially printed on mugs, postcards, book covers, phone cases, bags, mouse mats, clothing, and more upon request.
  • Format variations: If you’d like a size, frame style, or print format not currently listed on the website, we may be able to arrange it.
  • One-of-a-kind pieces: For those seeking something truly unique, we also accept commissions for original, custom artworks.

What you can do:

  • Decide on the product or format you’d like your chosen artwork printed on.
  • Use our contact page to send us your request with details.
  • We’ll confirm availability, pricing, and delivery times before going ahead with your custom order.

Are the artworks original?

Yes, all Highdellic artworks are original digital pieces, created by hand using pen tablets and professional design software.

  • Unique designs: Each piece is carefully crafted, with no two artworks being exactly the same.
  • Eye-themed focus: Our signature style explores endless variations of the human eye, blending colour, texture, and detail.
  • Authenticity: Every artwork comes years of sketching on tablets, computers using apps like Krita, Affinity apps and various apps tested to get the desired result as a hobby - I do not resell stock art or mass-produced images.
  • Experimentation: The process involves hand-drawing, smart brushes, and creative effects, ensuring each design has a personal, human touch.

What you can do:

  • Read the Artist’s Note on each product page for insights into the inspiration behind the artwork.
  • Explore our collections to discover a wide range of one-of-a-kind designs.
  • If you’d like something created just for you, contact us about commissioning a custom piece.

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How are the prints made?

All of our prints are produced with professional techniques and high-quality materials to ensure your artwork looks stunning and lasts for years.

  • Framed posters: Printed on premium poster paper with vibrant inks, then mounted in durable frames with protective covers.
  • Canvas prints: Printed using fade-resistant inks on heavyweight canvas, stretched over strong wooden frames or set in gallery-style frames.
  • Fine art prints: Produced on museum-quality paper with archival inks for exceptional detail and colour accuracy.
  • Accessories: Smaller items like keyrings and necklaces are printed with high-resolution techniques for clarity and durability.
  • Quality control: Every product is checked by our print partners before shipping to ensure it meets our standards.

What you can do:

  • Check the product description for details about the specific materials used.
  • Explore different formats to see which style best suits your taste and space.
  • If you’d like more details about print methods, please contact us.

Why are some print formats like framed canvases & posters more expensive than other print formats?

The price of each artwork depends on the materials, production process, and finishing details that go into creating it.

  • Framed products: Frames add to the cost because they require additional materials, craftsmanship, and protective packaging.
  • Canvas prints: Canvases are printed on heavyweight fabric, stretched over wooden frames, and often finished by hand, making them more labour-intensive.
  • Paper prints: Posters and fine art prints are more affordable as they don’t require the same level of framing or stretching.
  • Packaging & protection: Larger and heavier formats cost more to ship safely, which is factored into the overall price.
  • Quality assurance: Every premium format undergoes stricter checks to ensure durability and presentation, adding value to the final piece.

What you can do:

  • If you’re on a budget, consider buying a paper print and then purchasing a ready-made frame from another source to achieve the look you want.
  • Choose the format that best suits your space, budget, and style preferences.
  • Browse different product pages to compare available options and pricing.
  • If you’re unsure which format to go for, contact us and we’ll be happy to guide you.