At Copic Shop, we are dedicated to supporting your creative journey with the finest art materials. We want you to be completely satisfied with your purchase, from the moment it leaves our studio to the moment it inspires yours. This policy details our shipping methods and our straightforward process for returns and exchanges.

Shipping Information

We ship our products worldwide (excluding Asia and some remote regions) from our warehouse in Sunderland, UK.

Order Processing

Please allow 1-2 business days for us to carefully prepare and pack your order with the utmost care.

Shipping Methods & Delivery Times

We offer two reliable shipping options to suit your needs:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Cost: £12.95
    • Estimated Delivery: 10-15 business days after dispatch.
  • Free Shipping: Available on orders over £50, shipped via EMS.
    • Cost: Free
    • Estimated Delivery: 15-25 business days after dispatch.

Please note: These are estimated transit times and can occasionally be affected by factors outside of our control, such as customs procedures.

Returns & Exchanges Promise

We stand behind the quality of our professional-grade art supplies. If an item doesn’t meet your creative needs, you may return most unused and unopened items in their original packaging within 15 days of receiving your order for a full refund or exchange.

Important Note on Non-Returnable Items

For health, safety, and quality assurance reasons, we cannot accept returns or exchanges on the following items, whether opened or unopened:

  • Acrylic & Drawing Inks
  • Acrylic Paints (including sets)
  • Artists’ Pigments and Binders
  • Airbrush & Spray Paints
  • Any opened liquids, mediums, additives, or adhesives.

These consumable, chemical-based products cannot be resold once they have left our warehouse.

How to Initiate a Return or Exchange

To start the process, please follow these simple steps:

  1. Contact Us: Within 15 days of delivery, please email our friendly customer service team at [email protected]. Use the template below to provide all necessary information.
  2. Wait for Instructions: Our team will respond within 2 business days with a Returns Authorisation Number and shipping instructions. Please do not send items back without this number.
  3. Ship the Item(s): Carefully pack the unused item(s) in their original packaging. Include a copy of your order confirmation. Ship the parcel to the address we provide. Please note that original shipping costs are non-refundable, and you are responsible for the cost of return shipping unless the return is due to our error (e.g., we sent the wrong item).
  4. Processing: Once we receive and inspect your return, we will process your refund or dispatch your exchange item within 5 business days.

Email Request Template

To request a return or exchange, please email us at [email protected] with the subject line “Return/Exchange Request”.

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Copic Shop Team,

I would like to request a [return for refund / exchange] for my order placed on [Order Date].

Order Number: #[Your Order Number]
Name: [Your Full Name]
Product(s) to return: [Product Name(s) and Code/SKU if available]
Reason for return: [Please provide a brief reason]
Preferred Resolution: [Refund to original payment method / Exchange for (please specify product)]

I confirm that the item(s) are unused and in their original packaging.

Thank you,
[Your Name]

Refund Timing and Method

Refunds will be issued to the original payment method used for the purchase.

  • Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: Please allow up to 10 business days for the refund to be processed and appear on your statement after we have approved it. The timing depends on the policies of your card issuer or PayPal. You will receive an email confirmation once it’s processed.

Exchanges

If you are exchanging an item for a different product, we will ship the new item to you via our standard shipping method once the return is received. Any difference in cost will be either refunded to you or invoiced, as applicable.

Questions?

We are here to help! If you have any questions about shipping or returning an item, please don’t hesitate to contact our friendly team at [email protected].

Thank you for trusting Copic Shop with your creative journey.

Warmly,
The Copic Shop Team